Claim (Cherry-Pick) a Queued Email Message
You may be allowed to claim (cherry-pick) waiting email messages from a queue group so that you can handle them.
- Click the button on the Toolbar. This displays the Queue View Panel in which queued email messages are displayed in reverse-chronological order (oldest first).
- Select the queue group from which you want to claim a message. Alternatively, select 'All' to see waiting messages across all queue groups.
- Click the message you want to claim. You cannot claim a message that is already tagged with an owner. Such a message has already been claimed by another agent and is in their personal queue because they are currently either in an unavailable status or handling another interaction.
- Click the Take Ownership button. This moves the message to your personal queue and will be routed to you as soon as you are in an available status.
- Handle the message as instructed in Handle an Incoming Email.
You might be granted a limited amount of time to respond to a claimed message. When this time is coming to an end and you have not yet responded, a warning is displayed from which you can request more time. Not doing so returns the message to the original queue and your status is set to 'Unavailable'.