This lists emails that are currently allocated to agents in the group(s) that you supervise. This includes emails that are assigned and emails that are currently being worked on.
Arrival Time
The date and time that the email arrived at the contact centre.
Update Time
The last date and time that this email was assigned to a different agent.
Queue
The name of the queue in which the email was last held.
Agent
The name of the agent who is currently either allocated to the email or working on it.
From
The name (if known) and email address of the sender.
Subject
The email’s subject.
Draft?
Whether or not any text has been saved in the response text.
