Open Forum

Our supervisors triage emails by looking at the unassigned/in queue emails and move them to the correct queue or assign for immediate attention where necessary.
However, when looking at the case search at all cases, it is not possible to see the queue the email is in. From the queue, it is not possible to see the content of the email unless you pull it, which assigns the email to a user.  This also takes a long tome as each email needs to be opened rather than seeing an overview.
Is anyone else having this issue and is there a workaround?

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Julie Sperritt
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We have the same issue. 

The 2 apparent options we found were;

1) Open the email, edit the priority or details and Transfer back to the queue.

2) Have an Inbox email queue and then have L1 open, review and Transfer to specific bucket email queues.

Both not ideal but you work within the limits right?

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Ben Fischer
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You can view part of the description using Report > Add Description field.

It is not possible to include the queue.

The whole email component is severely lacking, which is disappointing when attempting to use 8x8 for a completely omnichannel solution.

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Ben Fischer
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Original Message:
Sent: 09-11-2023 21:15
From: Ben Fischer
Subject: How to see queue and content of email without pulling/ assigning to agent

We have the same issue. 

The 2 apparent options we found were;

1) Open the email, edit the priority or details and Transfer back to the queue.

2) Have an Inbox email queue and then have L1 open, review and Transfer to specific bucket email queues.

Both not ideal but you work within the limits right?

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Ben Fischer
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