Manual retrieval

The Manual retrieval button enables agents to retrieve selected mails manually from the global inbox or one of the other folders within the tree view. Thus, this button is only visible if a non distributed request has been selected from the tree view.

The manual mail retrieval function can be used in at least four situations:

• Manual routing (retrieving new customer mails for processing):
  The default is automatic routing, with which – according to an agent’s priority and assigned groups/categories – customer messages are automatically routed from the novomind iAGENT server. If desired, however, a supervisor can allow an agent to retrieve messages manually (manual retrieval). They then have the option of retrieving mails via the search or in the drafts. If several messages from a sender or a task are open in the queue, they are bundled and routed to the personal inbox if the system is configured accordingly. Depending on the configuration, in addition to their personal inbox, they also have insight into the global inbox, where they can select individual messages and assign them to themself via the Manual retrieval button.
• Resubmissions (display for mails which the agent has resubmitted to themself) (see section Resubmissions):
  A mail which has been resubmitted using the resubmission function is automatically delivered to the agent by the novomind iAGENT server at the time specified by the agent. If the agent wishes to process the mail at an earlier point in time than that specified, they can retrieve the mail manually from the resubmissions folder.
  Once the agent has selected the relevant mail, it can be moved back to the personal inbox by clicking on the Manual retrieval button.
• External inquiries (retrieving mails which were forwarded using the external inquiry function) (see section External inquiry):
  Customer mails forwarded to a consultant in the context of an external inquiry are stored in the folder 2nd-level-Inquiry until the external consultant’s reply has been received. If a customer reply is to be sent or closed prior to receiving the external consultant’s reply, clicking the button Manual retrieval will retrieve the mail and deposit it in the agent’s personal inbox.
• Clearances (display for mails which require clearance by a second agent before dispatch) (see section Send after clearance):
  If an agent wants to clear a mail, but needs to make modifications to the mail before dispatch, they select the relevant mail from the Clearance folder and transfers it to their personal inbox by clicking on the Manual retrieval button. The message may now be processed like any other mail.