Using Email Center you will have access to all the functionalities you can imagine to manage your organization's emails. Email Center offers 2 complementary ways to work with your organization's email channel:

Agent Widget For each interaction that an agent is managing, a widget is available for him/her to work with:

• View and manage any email received or sent from the same customer. The agent will have a 360-degree view of all the customer's emails: email content, attachments, status, timeline and will be able to work with them (assign, transfer, disconnect…)
• View the email timeline to analyze which agents have previously worked with the conversation, the waiting queue, etc.
• Download any attachments from the conversation through a quick and accessible listing
• Access to participant attributes for adding and viewing data added in the flow or job notes

Integrated application Through an intuitive and user-friendly interface you will be able to manage any mail of your organization, regardless of its start date and status. Highlights features:

• View of closed and waiting mails for each of the queues .
• Search mails by any date interval, without restriction of the last 30 days.
• Filter conversations by: from, to, user, wrap-up, subject, status, skill and subject
• Cherry picking of queued emails
• Reply multiple emails in bulk-mode
• End emails in bulk-mode
• Mark and track important mails to manage them manually at a later date
• List and manage related conversations of each email (360° view of emails from the same customer)
• Send reply for already completed conversations (a new conversation will be generated including the message history and keeping the subject).
• Transfer queued mails to an agent or another queue
• End queued conversations
• Return to original queue emails assigned to agents (for example, the agent finished his workday and keeps an assigned email)
• Search emails by words contained in the email subject
• Examine mails closed by Genesys Cloud as Spam or Virus for false positives
• Search conversations by id or url from Genesys Cloud
• Download any conversation attachment from the Email Center interface
• Access to participant attributes to view data added in the flow or notes between agents
• Download closed emails in .eml format
• View conversation timeline

Translated to all Genesys Cloud languages