If required, you can view a timeline that shows all the actions performed on an email from the time that it arrived in the system. This activity timeline may help you to answer questions about how an email was handled, such as why it took so long to be answered, why it was in a particular queue, why it was assigned a particular priority, or the nature of the reply.
Procedure #
Step 1:
Select the email from the list displayed either in your inbox or in the email queue.
The email details are displayed in the workspace area.
Step 2:
Click:
An activity timeline for the email is displayed.
This shows:
- The date and time that the email was received
- The queue that the email was assigned to
- When it was allocated to an agent or taken from the queue by an agent, the agent’s username, and the duration
- Any other actions that the agent performed, such as activating the email, forwarding the email (and the destination), etc.
- Any responses: intermediate response, response, auto-reply, approval steps, closed without response.