Open Forum

Does anyone know of any way you can report on email interactions that an agent saves as draft?

I've tested saving an email as draft, and can find it as the agent easily to reopen and complete sending, but from a supervisor point of view have no idea how we could keep a check on this to ensure agents weren't saving as draft and forgetting about them indefinitely.

I did some looking and drafts do NOT show in the Case Report (Cannot search for ? in Followup Number) and they do NOT show up on the CRM API query for followups.... note ideal hey!

yeah, I had a play about with reports and couldn't find any way to track them. I understand its just a draft but effectively they've closed the email without replying and they could be sitting with drafts for months. Our old system allowed this but also had a report for supervisors so you could monitor what emails advisors had taken ownership of but not yet done anything with. It was handy for instances where staff went off sick for example and we could re assign the email reply to someone else to ensure the customer was answered, hopefully this is something they'll consider for future improvements.

Hi Dawn, thank you for your input.  I will make our product team aware of your suggestion for draft emails.