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Setting up work queues for email processing

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You can improve how customer service representatives (CSRs) triage emails in the Email Manager portal, by optionally configuring work queues in Email Manager. By doing this, you ensure that CSRs and other operators in different roles all have easy access to the same triage cases for user issues and requests.

For example, to respond to user inquiries, CSRs can use a work queue listing user requests related to car insurance, to quickly assign triage cases to themselves or to other operators.
  1. Create work queues in the Pega Platform application.

    For more information, see Creating a work queue.

  2. Assign CSRs or other operators to the work queues.

    For more information, see Associating a work queue with an organization

    CSRs or other operators can select triage cases from the work queues in the Email Manager portal.

  • Understanding the email triage process

    When Pega Email Bot receives an email, the email content is first examined by a text analyzer to detect topics, entities (such as people and places), sentiment, and language. Once the email bot completes the text analysis, the system applies automatic email routing based on the outcome of the text analysis and the routing rules that you define for the email bot.

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