Overview

Email Logiq is designed to allow supervisors and agents to manage their entire email portfolio from a single pane. Email Logiq will search across all email queues and bring all waiting emails into a single view with global drill-down search and filter capabilities. From there, emails can be searched, filtered, and previewed; then managed individually or in bulk with options to transfer, claim, or delete.

Description

Email Logiq extends the Genesys Cloud email functionality to give supervisors and nominated agents full control over the management of their emails.

All pending emails are retrieved and rendered to the UI for a single pane, cross-queue approach.

From there, a simple filter for queue can be applied, or the global search filter drill-down by sender, recipient, subject, latest message date, skill, queue, provider, and state.

Individual emails can be previewed for content, allowing users to see and read the entire message, and previous messages in the email chain before selecting to claim it for themselves, transfer it to a specific queue, or delete it.

Bulk operations can also be selected, with bulk transfers to nominated queues, or bulk deletion of unwanted emails.

Global reporting can be simplified with an export to CSV, which exports summary details of all the currently pending emails across all queues in the organisation that the user can see.

Role-based access allows administrators and supervisors granular control over access to Email Logiq.