Ability to Sort Pending Emails by Waiting Time or Case ID

In Agent Console, agents can now sort the pending emails by longest waiting time, case ID, contact name, company, subject, and more. All the column headers in the grid view of pending emails are now active for sorting.

To sort the pending emails by column headings:

  1. In Agent Console, set your status to Working Offline.
  2. If your status is Available, Agent Console may offer you a new interaction before you can complete pulling email interactions from an email queue.
  3. Go to the Status tab in the Control Panel.
  4. Click Pull or on the number of emails.
    Agent Console pulls all emails from the queue, and presents them all in the Emails tab. Change the order of emails by clicking the column heading. You can sort by wait time, case or follow-up number, email channel, contact name, name of the company, or the email subject.


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