Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: vjicecool on October 19, 2017, 06:07:41 PM

Title: Display all Emails in IWS
Post by: vjicecool on October 19, 2017, 06:07:41 PM

Is it possible in IWS to display all email interactions occurred so far?

a supervisor wants to see all email interactions happened in the company to be displayed in the IWS as a list of some kind of display

we are using IWS 8.5.1 version

thanks in advance folks

Title: Re: Display all Emails in IWS
Post by: cavagnaro on October 19, 2017, 06:15:16 PM

UCS? Interaction search.

Enviado de meu E6633 usando Tapatalk

Title: Re: Display all Emails in IWS
Post by: vjicecool on October 19, 2017, 06:17:56 PM

[quote author=cavagnaro link=topic=10699.msg48580#msg48580 date=1508436916]
UCS? Interaction search.

Enviado de meu E6633 usando Tapatalk
[/quote]

Sorry i didn't understand you

IWS has connection to UCS, using iws i can search for contacts and previous messages
i am trying to find a method to display all email interactions happened in the company

Title: Re: Display all Emails in IWS
Post by: cavagnaro on October 19, 2017, 06:18:39 PM

Yes, enable the interaction search on WDE in your role.


Enviado de meu E6633 usando Tapatalk

Title: Re: Display all Emails in IWS
Post by: vjicecool on October 19, 2017, 07:13:12 PM

[quote author=cavagnaro link=topic=10699.msg48583#msg48583 date=1508437119]
Yes, enable the interaction search on WDE in your role.


Enviado de meu E6633 usando Tapatalk
[/quote]

for eservices we have two roles one for agent and one for supervisor
i see an option for interactionworkspace.contact.cansearchallinteraction
value = 1

but i don't see an option for display or an action to display

Title: Re: Display all Emails in IWS
Post by: Kubig on October 20, 2017, 07:50:57 AM

There are two levels for searching for interactions:

[list type=decimal]
[li]Interaction search as Cav mentioned[/li]
[li]Interaction Queue management - there you can see interactions which are not currently routed to the agent and are in general on routing level[/li]
[/list]

Title: Re: Display all Emails in IWS
Post by: Jones on November 09, 2017, 03:19:01 PM

Create filters for display in My Interaction Queues

Look for interaction-management.filters