Explanation
Email is a feature that allows agents to handle customer emails from the Cisco Finesse desktop. Agents can receive, reply, transfer, and close email contacts. Agent Email is only available in the Premium package of Cisco Unified CCX, which provides the maximum level of customer interaction management. The Enhanced and Standard packages do not support Agent Email or other multichannel features such as chat and outbound. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 1: Design a Cisco Unified Contact Center Express System Deployment - Lesson
1: Cisco Unified Contact Center Express Product Overview - Topic: Cisco Unified CCX Product Packages1