With this feature, email contacts can be configured to only show in collapsed mode.  This can be used in place of work items to distribute work to skilled agents.  By using an email contact, you get the ability to park the contact and work on it later.  It is also interruptable for higher priority contacts.  The email contact can also be configured to be collapsed on demand to save room on the agent.  Currently this must be enabled by a Skybox Administrator.