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 every call and case, regardless of status. |
| Assigned | Allocated to an agent but not yet picked up. |
| Queued | Waiting in the queue and not yet allocated to an agent. |
| Open | Accepted and awaiting resolution or further action. |
| Pending | Awaiting an internal action or third party before it can be resolved. |
| Pending Customer Reply | Awaiting a response or further information from the customer. |
| Active | Currently being handled by an agent, with the interaction in progress. |
| Closed | Resolved, with no further action required. Closed records remain searchable. |
| Sent | Outbound messages that have been dispatched to the customer. |
| Drafts | Messages composed but not yet sent. |
Email Messages:
Email Messages:
Assigned tab: Displays only the cases assigned to you for action or response.
Open tab: Lists all cases that are open and awaiting resolution, regardless of who they are assigned to.
Active tab: Displays cases and conversations currently being worked on or recently updated, helping you prioritise immediate actions.
Closed tab: Displays cases that have been resolved and require no further action. Closed cases remain available for reference and search.
Queued tab: Shows cases waiting in the queue to be assigned to an agent.
Sent tab: Displays outbound email messages that have been dispatched to the customer.
Drafts tab: Displays email messages you have composed but not yet sent. Select a draft to continue editing or to send it.
Note: All tabs display records from the last 7 days only. This is a fixed rolling window: the list always covers today and the six preceding days, and it updates automatically as the date changes.
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