Emails are transferred to queues based on the Media Class that they match. A Media Class is a set of
conditions that are used to match and route interactions to specific queues. Reference:
Cisco
UCCE
Administrator
Guide:
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_
10_6/administration/guide/CRS_AG_BK_R1064C0_00_cisco-unified-contact-center-enterprise-
administration-guide_chapter_01000.html#topic_CACD2A1C2A43
Cisco
UCCE
System
Administration
Guide:
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_
10_6/administration/guide/CRS_AG_BK_R1064C0_00_cisco-unified-contact-center-enterprise-
system-administration-guide_chapter_01100.html