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Cisco Desktop Administrator User Guide
Configuring Contact Service Queue Settings
There are two types of Agent E-Mail CSQs:
■
CSQ. Customers send e-mails to e-mail addresses assigned to specific
customer service queues. The CSQs funnel the customer e-mails to agents
who service those CSQs. Agents receive customer e-mail when in E-Mail
Ready state and reply to the e-mails. The e-mail responses are delivered to
the customers without any internal review.
■
Review CSQ. Agent e-mail responses can be configured to be delivered to an
internal Review CSQ prior to its delivery to the customers to ensure content
quality. Reviewers who service Review CSQ are appropriately skilled
supervisors or agents. Reviewers can edit, transfer, re-queue, and send
reviewed e-mail using the Agent E-Mail functionality. When the reviewer sends
the e-mail to the customer, the e-mail shows the e-mail address of the original
CSQ to which it was queued, not the e-mail of the E-Mail Review CSQ.
Use the Contact Service Queue Settings page to configure how e-mail that is sent to
specific CSQs is handled.
Finding a CSQ
To find a specific CSQ:
1. Choose Agent E-Mail Settings > Contact Service Queue Settings. The Contact
Service Queue List page appears (Figure 100). This page contains a list of all
the E-Mail CSQs configure in Unified CCX.
Figure 100.
Contact Service Queue List page
2. If necessary, search for the CSQ you want to edit. For instructions, see "Using
the Search Function" on page 154.
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June 18, 2014