Lists the emails queued for distribution to agents logged into Connect Contact Center. Use the IRN number to determine which email account is the target of the customer email. The relationship between the IRN number and the email account is shown in the Email Accounts window.
The columns in the Active Emails window are:
ID — The ID of the email.
Status — The status of the email. The status can be:
Queued — The email is currently in a queue.
Start-Route — The email is in the system, being routed to the agent.
At-Agent — The agent has received the email in their mailbox.
Rejected — The email is rejected because the server is able to handle emails.
Failed — The email has failed because it could not be routed.
From — The sender of the email
Reply — The Reply To address of the email, if exists,
IRN — The IRN from which the email entered the system.
GUID — The Globally Unique Identifier of the email.