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Picking and Pulling Activities

Whether or not routing has been configured to automatically assign activities to you, there are a variety of other ways in which you can get activities in to your inbox:

  • You can pick specific activities from users and queues.

  • You can search for specific activities and pick them from the search results.

  • You can configure your pull options and pull activities in to the Inbox.

Important things to note about permissions to pick or pull activities:

  • You can pick or pull activities only if the Pull Activities action is assigned to you.

  • You can pick activities from queues and users for which you have pull permissions.

  • You can pick the activities rejected by a supervisor if you have the Supervisor or Administrator role. If you are an agent, then you must have the Pick Rejected Activity action assigned to you.

  • You cannot pick the activities with In Progress status.

Picking Activities From Users or Queues

By default, activities that are locked or pinned by other users cannot be picked. However, if the Unpin action is assigned to you, you can pick activities pinned by other users. 

While picking an email activity, you can see whether the activity has any notes attached to it or not. If a note is attached to any activity, it gets reflected with a Notes icon under the Notes column. 

To pick selected activities from users or queues:

  1. In the Main Inbox toolbar, click the More button.

  2. Click the Pick option.

  3. In the Pick Activities window, do the following:

    1. Select the queue or user from where you want to get activities.

    2. You can reduce the number of activities that appear in the Pick Activities window by typing keywords in the Filter By Subject field. Use the page buttons at the bottom of the results to cycle through the pages of search results if necessary.

      The list of activities in the Pick Activity window has a column for Notes. If you hover on the Notes icon, you can see the number of notes attached to an activity and you can view the notes by clicking the Notes icon.

      From the list of activities, select the activities you want to get and click the Pick button. The activities are assigned to you, and displayed in the Inbox.

    pick activities from users and queues

Picking Activities From Search Results

To pick activities from search results:

  1. From the Desktop toolbar, perform one of the following:

    • Use the Basic search feature to locate the activity.

    • Navigate to the User Options menu and select the Advanced Search option. In the Search window, search for the activity or activities, or select a pre-configured search.

  2. From the Results pane, select the activities and click the Pick button. The activities are assigned to you and displayed in your inbox.

    pick activity from search results list

Pulling Activities Using Pull Options

You can set your pull options for queues, and every time you click the Pull option from the Inbox, activities are assigned to you based on these options.

Note that the Pull option from the Inbox does not apply to chat activities. The Pull Chat button appears in the Desktop toolbar and specifically pulls chat activities.

To pull activities using pull options:

  1. In the Main Inbox toolbar, click the More button.

  2. Click the Pull option.

  3. Activities are pulled and assigned to you according to the pull options you have set. If there are no activities that meet the pull criteria, you are notified that no activities were pulled.

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