Gain insight into how a particular email was routed by operators, the Rules Engine or the email ACD.
Note: An Enterprise subscription is required.
- On the left pane of the desktop Operator Client, open the Email folder.
Result: The left pane is populated with Email folders. The upper-right area displays a list of email threads for the selected email folder.
- From the list of Emails threads, select the item you want to view.
Tip: You may need to use the folder structure on the left to navigate to the desired item.
- Navigate to the Rule Applied section in the Details or tabs.
Tip: You can also display trace information by adding the
Applied Rule ID and
Applied Rule Name fields to the Dashboard. See also
Add/Remove fields.
Result: You can trace back thread history using the information displayed.