The Email Queues page provides admin users with a dashboard view with real-time overview of all active customer email queues and the status of ongoing support cases. This dashboard enables efficient monitoring and management of live emails, making it easier to route, track, and prioritise cases for prompt resolution.
Access the Live Queues tab via Toku Admin Portal > Real Time > Email > Queues.
Page screenshot is available below.
| Field Name | Definitions |
| Case ID | Displays the unique case identifier for tracking and resolving open cases. |
| Customer Email | Indicates the customer email address the email message was received from. |
| Subject | The subject line of the customer email as well as the first few words of the email message as a preview |
| Queue Name | Name of the queue the email was assigned to. |
| Skill | The skill set associated with the queue, ensuring messages are assigned to the right agents. |
| Assigned To | The ID and name of the agent currently handling the email case. |
| In Duration | Shows how long the email case has been in the queue since it first entered the queue. |
| Status | Indicates the current state of the case whether assigned or assignment is pending. |
Search Tab: Allows users to search within 'Queues' list dashboard. Users can search with any keyword from the Agent Name, Case ID, Customer Name and Customer Email fields.
Filters Button:
Admin users can use the Filters button to refine the displayed messages by relevant parameters such as Date & Time, Queue and Status.
Date & Time: Allows users to filter email messages by selecting a specific date range.
Queue: Filter by available call queue
Status: Filter by these status options
| Status | Description |
| All | Displays all records regardless of current status. |
| Assigned | Call or case has been assigned to an agent for handling. |
| In Queue | Call or case is waiting in the system queue to be picked up or processed. |
| Open | Call or case is currently active and awaiting resolution or further action. |
| Pending | Call or case is awaiting an action before being able to resolve the case. |
| Pending Customer Reply | Call or case is waiting for a response or information from the customer before moving forward. |
Quick Viewing of Email Case Details:
Press on any row to open the email case details in a side panel, where you can view a message preview and perform actions.
Perform Actions:
From the message preview, you can perform the following actions directly:
| Action | Definition |
| Reassign to Queue and Skill | Allows admin users to manually reassign the email case to a different queue |
| Reassign to Agent | Lets admin users directly reassign the email case from the queue to a specific agent. |
| Mark as Spam | Enables admin users to identify and move unwanted or unsolicited messages to spam |
| Mark as No Action Needed | Lets admin users indicate that no further action is required for the email case. |
These options allow admins to efficiently manage and triage email cases without leaving the dashboard.
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