Responding to a Collaborative E-Mail Request

Push Mode

In Push mode, the yellow e-mail icon with the question mark (shown below) flashes on your desktop when an agent or supervisor is asking you to collaborate in answering his or her contact's request.

  1. Click the interaction icon to open it in your Genesys Desktop window.

  1. After you read the invitation's content, click one of the following buttons:

Notes:

Pull Mode

In Pull mode, a warning message appears on the Status bar and an envelope appears inside the Workbins icon when a collaboration invitation arrives.

  1. Open the Collaboration Workbin from the Workbins icon. The new invitation is in the interaction list.

  2. Select the new invitation. The details of the invitation appear on the View Details tab on the right pane.

  3. To view the inbound e-mail that the agents wishes to consult you about, click the Collaboration tab on the right pane.

  4. In the View Details tab, the Action button lists the available actions; these are dependent upon the state of the invitation.

The available actions depend on the state of the invitation. Initially, the invitation is pending. You can choose to accept, accept and reply, or decline the invitation: