Previewing drafted content for emails in queue (DESKTOP)

If administrative configurations permit previewing emails in the Preview Pane before picking emails out of queue, agents can also choose to preview content drafted by other agents in requeued emails.

Normally agents see only the original content of the email interaction when viewing emails in the List pane or the Preview pane. Requeued emails, however, may contain content drafted by employees for use by other agents in the contact center. Agents can choose to filter the List pane’s contents for a queue to show only the emails in queue that have drafted content from other agents and include the drafted contents in the List pane and in the Preview pane. If agents navigate away from the queue to another queue, the filter is removed.

Note:

Previewing drafted content for emails in queue in Ignite requires agent previews to be enabled on the media server. See "Configuring Advanced options for media servers" for more information.

The following procedures explain how to
  • Preview drafted content for emails in queue
  • Revert to viewing all emails in queue
To preview drafted content for emails in queue
  1. In the Folders pane, right-click the email queue for which you want to preview drafted content.
  2. Select Drafts.

    The List pane displays the requeued emails in queue that have drafted content. The Folder pane displays the queue name in orange and italics.

To revert to viewing all emails in queue
  1. In the Folders pane, right-click the email queue.
  2. Select the queue name.

    The List pane displays all emails in queue. Drafted content is not displayed.