Active emails in Genesys Cloud

The active mail button  is available when the user has at least one mail open in Genesys Cloud, either because it has been picked or because it has entered through the queue.

This button allows you to quickly view the mail with all the details, such the content, attached files and related mails of the customer, without the need to search in the Performance view.

If the user has more than one email, clicking on this button will display a drop-down list to choose the desired email.