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.
https://appfoundry.genesys.com/filter/genesyscloud/listing/59c44a27-fb86-4806-8640-18a99c7f544f
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Maksim Gill
Eccentex (Advanced Case and Email Management Platform for Genesys)
https://www.eccentex.com/genesys------------------------------
Original Message:
Sent: 05-26-2023 19:31
From: Robert Wakefield-Carl
Subject: Email
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 (mypurecloud.com).
@Max Gill , can your product handle this?
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 05-25-2023 11:00
From: richard craig
Subject: Email
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 ?
#ArchitectureandDesign
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richard craig
British Telecommunications PLC
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