What are the routing options within E-Mail Manager?
A. E-Mail Manager provides both pull and push route capabilities, as your administrator determines. In pull routing, agents view queues to which the agents have access rights. Agents choose which message to accept next. In push routing, agents click Get Next ,.whichThis pushes to the agent the next message with the highest priority to the agent. Regardless of whether an agent pushes or picks a message, once the agent opens a message, that agent owns the message. No other agent can work with the message.
