What happens to an email if an agent picks it up and does not finish it? Can a timer be set after which it returns to a queue? Can a supervisor return it manually to a queue (will PURE-1625 also work for this scenario).
E.g. agent is working on email, incoming calls interrupt and agent logs out before finishing the email. Agent leaves for a holiday - preferred situation would be that another agent could finish the email from a queue instead of the same agent after returning from holidays.