Operators of Pega Email Bot™, such as customer service representatives, can now access multiple work queues in the Email Manager portal, making the triage process much more efficient and effective. Operators only have access to work queues for the current Pega Platform™ application.
The following screenshot shows the default worklist queue in Email Manager as being selected:
Operators can begin to triage an interaction case from a different work queue by reassigning the case to themselves by clicking. A triage case is automatically removed from the operator's work list if another operator begins working on it. If multiple users are working on the same triage case, a notification is sent by the system.