HELP FILE

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.
  1. 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.
  2. 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.
  3. 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.