Process Inbox Items 

Use

After you have selected an item from the hit list in the inbox search, you can process this item. Depending on the type of inbox item category, different processing options are possible.

You can also forward the selected item to a different processor. Processors can be other EIC agents or organizational units. You can define the types user, position, organizational unit, work center, and workflow rule as processor.

You can also use processors in the following cases:

§         You define a follow up and assign a processor to it.

§         You assign a processor to an e-mail.

Features

Process E-Mails

·        You can process e-mails. In this case, the e-mail is displayed in a processing view.

·        You can forward e-mails to a different processor.

·        You can indicate that e-mails have been completed.

Process Activities

You can process activities. In this case, the activity is displayed in a processing view.

Process Workflow Items

·        You can process workflow items. In this case, the workflow is displayed in a processing view.

·        You can also forward workflow items to a different processor. In this case, the item is displayed in the agent inbox of the processor you specified.

·        You can indicate that workflow items have been completed.