@umamaheswar.bk

⚠ Below is a GenAI-powered tool. All generated answers require validation against the provided references.

Below is a detailed explanation of the proper configuration and process flow.

Here's a visual representation of how the email interaction case routing should work:

To ensure proper routing and visibility of email interaction cases in the work queue, follow these steps:

1. Email Channel Interface Configuration
   • Configure the email channel interface with specific case types
   • Define rules to categorize incoming emails into appropriate work queues
   • Ensure proper association between email topics and corresponding work queues
2. Work Queue Setup
   • Create dedicated work queues in the Pega Platform application
   • Assign appropriate CSRs or operators to these work queues
   • Verify that operators have the necessary access rights to view and process cases
3. Case Visibility Management
   • Ensure cases are properly created in the Interaction Portal
   • Verify that the case assignment rules are correctly configured
   • Check that the work queue visibility settings are properly set up
4. Wrap-up Process Configuration
   • Configure the Wrap-up settings in your application
   • Enable proper recording of follow-up tasks
   • Ensure follow-up cases are correctly assigned to CSRs

If cases are not displaying in the work queue after loading to the dpage, check these common issues:

• Verify that the case routing rules are properly configured
• Ensure the work queue assignments are correctly set up
• Check that the operators have the necessary access permissions
• Confirm that the case status is properly updated after dpage loading

For reference, you can find detailed documentation here:

1. Routing email to queues
2. Setting up work queues for email processing
3. Wrap up configuration