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.
- Create work queues in the Pega Platform application.
- Assign CSRs or other operators to the work queues.Result: CSRs or other operators can select triage cases from the work queues in
the Email Manager portal.