How to trace back email routing history
Gain insight into how a particular email was routed by operators, the Rules Engine or the email ACD.
Note: An Enterprise subscription is required.
- On the left pane of the desktop Operator Client, open the Email folder. The left pane is populated with Email folders. The upper-right area displays a list of email threads for the selected email folder.
- From the list of Emails threads, select the item you want to view. Tip: You may need to use the folder structure on the left to navigate to the desired item.
- Navigate to the Rule Applied section in the Details or Email History > Details tabs. Tip: You can also display trace information by adding the Applied Rule ID and Applied Rule Name fields to the Dashboard. See also Add/Remove fields.
You can trace back thread history using the information displayed.