Active filters

The filter list shows the search criteria used to display the conversations in the email table. Any filter can be modified or removed by clicking on the corresponding button.

The main filter options are shown below:

• Direction: Original address of the first email in the thread
  • Inbound: Displays inbound emails (the emails that your organization receives)
  • Outbound: Displays outbound mails (the mails that are initially generated from your Genesys Cloud organization)
  • All: Displays all emails
• Status: Current status of the emails
  • Ended: Displays mails that have already been finished (not in waiting queue)
  • Not ended: Displays mails that are waiting in queue and have passed through the queue selected in the filter. These mails are not necessarily in the filter’s waiting queue as they could have been transferred to another queue.
  • Waiting in…: Displays only mails that are waiting in the selected queue.
  • All: Displays all mails that are in the queue or have passed through the queue, regardless of their current status (open or closed)
• Queue: Waiting queue on which the filters act.
  • Remove filter: Removes the filter from the queue, so that all mails from any of the available queues will be displayed.
• Order: Order to show the mails in the main panel
  • New mails first: Order the mails from oldest to oldest, so the last received mails will be shown first.
  • Older mails first: The first mails received will be shown first
• Other filters: The selected filters will be shown, such as agent, completion code, origin, destination…… The only available option will always be “Delete filter”. This option will remove the specified filter