Email list

This table shows a list of emails that meet the selected filters.

Clicking on a email shows the email content and details (see View email section for more details).

Each email row has the following display fields:

1. Mail selection: Indicates whether the email is selected  or not  for multiple actions. To select an email just click on it. This action is only allowed for mails in waiting queue. It is possible to select all of them by clicking on the icon in the table header.

2. Conversation number: Number of mail within the list of mails found with the current filter.

3. Mail tracking: Indicates whether the mail is marked for tracking and accessible with the “tracking” button in the left pane. To mark an email for follow-up, click on the icon  and it will be shown marked with the icon .

4. Conversation Id: Unique identifier assigned by Genesys Cloud for each conversation.

5. From: Address from which the customer wrote the first email.

6. To: Destination address of the email sent by the customer.

7. Subject: Subject of the conversation

8. Start date: Date of the first email belonging to the conversation.

9. End date: End date (if exists) of the conversation

10. Owner date: Date from which the owner has the mail. For example, the date on which the mail last entered the queue in which it is located.

11. Owner: The person, queue or workflow where the mail is currently located. If the email has no owner it means is completed. Each owner is represented by an icon:
-> Agents
-> Queue 
-> Workflow 
-> Completed 

12. Wrap-up code: Last wrap-up code selected by the last agent.

13. Options (Icon ): Displays the menu of options available for that mail.

Each of these fields can be shown and hidden (except tracking icon and options) using Configuration panel, accessible with the button