The Email channel Dashboard allows agents and supervisors to monitor and manage customer interactions across multiple support channels in real time. By viewing incoming cases and active queues, users can respond quickly to emails and maintain efficient case handling directly from the dashboard.
Access via the Email channel tab on sidebar.
Page screenshot is available below
Tabs and Filters:
Search Bar: Allows users to search within the dashboard. Users can search with any keyword from the Case ID, Customer Name and Customer Email fields.
Filter Button:
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. |
Email Messages:
Assigned to Me tab: Displays only the cases that are specifically assigned to the logged-in agent for action or response.
Open tab: Lists all cases that are open and awaiting resolution, regardless of their assignment.
Active Tab: Displays cases and conversations that are actively being worked on or recently updated, helping agents prioritize immediate actions.
Emails Waiting in Queue tab: Shows cases currently in the queue, waiting to be assigned.
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