You can view emails that are waiting in queue, closed, or currently assigned to an Operator in your organization.
To list emails, click the arrow in the-top left corner of the Agent Workspace above your list of sessions.
Then select Email from the Channels drop-down list. Emails are grouped on the following tabs:
You can select the level of email details that you want to see in your workspace by clicking the column selector (cogwheel) on the right. Columns in the selector can be sorted by name and order of appearance in the email list. Sorting does not apply to the column order in the email list.
You can also filter emails by department and email folder. To do so, click the department selector or the email folder drop-down list respectively.
Depending on what emails you view, the following email details are displayed:
You can do the following when you monitor your email threads:
You can set up warnings to display that there are issues with some of your email messages. These warnings are displayed when certain pre-defined conditions are met. You can only set up warnings for those columns in Monitor View that contain time, such as time when the email was Created or Answered.
To set up warning, do the following: