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  • 1.  Email

    Posted 05-25-2023 11:00

    My question is :

    1) if emails are waiting in a queue under the activity tab is it possible to search for a specific email from the list of waiting emails and if so how is this done ?. i can only see the  
    image but no actual search function. I have looked at the following thread Genesys Cloud CX - Genesys but this article was about the content search of completed emails by the looks of things and not how to search for waiting emails which are yet to be answered.

    Is there anyway to do what I am looking to do ?


    richard craig
    British Telecommunications PLC

  • 2.  RE: Email

    Posted 05-26-2023 19:32

    Currently, you can show to, cc, and from addresses as well as subject but there is no way to search for these.  There are enhancements coming out over the next 2 quarters to enhance the email experience.  You could also check out this from AppFoundry:   Genesys AppFoundry - Eccentex ServiceJourney (  
    @Max Gill , can your product handle this?

    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects

  • 3.  RE: Email

    Posted 05-26-2023 19:43
      |   view attached

    Hi, yes. We have the following capabilities:

    1. Supervisors and agents are able to search across emails using From, To, CC, BCC, Subject, Body, Queue, Agents Involved, .... 
    2. All emails are searchable - past, in progress, and completed conversations.

    Our AppFoundy Premium App is embedded inside of the Genesys Agent Desktop, so agents don't need to go to another app to work with it. So it's a really seamless integration. 

    Maksim Gill
    Eccentex (Advanced Case and Email Management Platform for Genesys)

  • 4.  RE: Email

    Posted 05-29-2023 05:17

    Hi Richard, 
    you can check the Advanced eMail Interface - AMI by Cloudoe on appfoundry -

    I'm sure that they may provide more details for you if interested

    Раско Радојевић
    Rasko Radojevic

  • 5.  RE: Email

    Posted 06-29-2023 14:55

    What did you end up doing to solve this?

    Maksim Gill
    Eccentex (Advanced Case and Email Management Platform for Genesys)

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