---
title: "Email Queues"
canonical: "https://help.telegra.de/space/MCCE/9561348868118/Email%20Queues"
format: markdown
---
Incoming emails are assigned to an email queue. When an email arrives at the contact center, it is placed in an email queue and an agent is selected from the group assigned to the queue. 

The destination email address is used to select the appropriate contact center queue. Agents with the required skills can pick individual emails from the incoming queue(s) and reply via the agent interface.

To determine the treatment of an email in each queue, an administrator can set the following parameters and settings for each email queue:

- The agent group assigned to an email queue.
- The SMTP email server from which outgoing emails are sent.
- The classifications assigned to an email queue.
- The assets (boilerplates, templates, and attachments) that agents processing email for a queue can select for responses.
- The desired time span within which an agent should reply to an email.

**Supervisors of the company have the following options available:**

- View and track performance statistics for each email queue.
- View the status of each email queue (number of emails waiting, average wait time, and other KPIs.).
- Manage long email queues by overflow settings to another email queue.

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### Related articles:

> Macro (children)