Assign Agents for E-Mail Handling 
System administrators use this procedure to configure the Interaction Center (IC) WebClient Agent Inbox.
This procedure is divided into two sections:
Activate event linking
Incoming e-mails can use workflow to define how mails are routed and how they are handled. Activating event linking activates the workflow you defined and allows it to be used for the agent inbox. You only have to activate event linking once.
Assigning agents for processing mails.
You define all tasks as general tasks.
Procedure
Activate event linking
On the SAP Easy Access screen, choose
Interaction Center 
Interaction
Center WebClient Administration
Agent Inbox Assign Agent for
E-Mail Handling 
.Select Activate Event Linking, and choose IC WebClient: Inbound Process AUI.
Select the icon under the Activate/Deactivate column.
Once selected, it should display as Activated.
Assigning agents for processing mails
On the SAP Easy Access screen, choose
Interaction Center Interaction
Center WebClient Administration
Agent Inbox Assign Agent for
E-Mail Handling .Select Assign Agents , and choose IC WebClient: Inbound Process AUI.
Expand the workflow template IC: Mail Inbox Handling
Verify that all tasks are classified as either Background Tasks or General Tasks.
To change a task, select the task and choose Attributes.
Assign agents to the following tasks:
TS 14008030 (e-mail processing)
TS 14007925 (Escalate mail to manager)
Note
You can assign agents by using organizational units, positions, or users only. All other organization objects are not relevant for the agent inbox.
Result
Workflow is activated for agent inbox.