This functionality is available only to agents who are also configured as supervisors.
To display a draft view of all draft e-mails:
Click the Supervisors icon.
Select Draft E-mail Management.
Click the All tab.
On the All tab, draft e-mails are displayed in a sortable list. You can sort them by the following column headings: To, Subject, Owner ID, and Time in Draft.
To view information about a particular draft e-mail:
Click the draft e-mail in the list. Details of the e-mail are displayed at the bottom of the tab, replacing the draft e-mail statistics.
Click the following read-only tabs to examine the details of the e-mail:
View Detail (the sender's name, cc address, and e-mail subject)
Notepad (information entered automatically or by the agent, during or after the interaction)
The All tab contains the following columns:
This column shows the address of the contact.
The
icon indicates
that the stored e-mail draft has not reached the preset draft time threshold.
The
icon alerts you that the stored e-mail draft has reached the preset threshold,
and that it might need to be handled soon.
This column shows the subject of the draft e-mail.
This column shows the login name of the agent who saved the draft e-mail.
This column shows the amount of time that the draft has been in the agent's folder.
This section shows cumulative statistics for all the drafts in the list, in terms of number, time, and over-threshold status.
The following table describes the functions that are available on the All tab:
Key |
Functions |
Refresh |
Updates the list. |
Get Draft |
Opens the selected e-mail draft in a new Outgoing E-Mail form. |
Close |
Closes the Draft E-Mail Management pane. |
Actions |
Opens a Print Preview window. |
Hide Transcript |
Returns you to the Statistics pane. This function is available only when a draft e-mail is selected. |