Viewing Email History - Avaya Interaction Center User Manual

Viewing Email History

If you want to see tracking information about an email contact in your contact list or copies of
recent emails sent by the current customer, you can use the Email History dialog box, which has
the following tabs:
Tracking History – Detailed tracking information about this email and other emails sent from
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this customer
Customer History – Copies of previous emails the customer has sent to your company and
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copies of the emails themselves
Note: Another agent may have deferred an email contact from this customer. You cannot see
deferred email contacts in the Email History dialog box but you can see them in the Active Contact
Viewer. It is a good idea to check the Active Contact Viewer when you are looking for information
about a customer's recent contacts. See
To see the tracking history or previous emails of an email contact:
1 Display the email you want information about in the Email Preview mode.
2 Click the Email History button in the email toolbar to display the Email History dialog box.
The Email History dialog box opens with the Tracking History tab displayed.
3 To see the maximum amount of information in the Tracking History tab, do any of the
following:
w To see all available information in a table column, hold your cursor at the right edge of any
column title. When you see a two-sided arrow, click and drag to the right.
To see tracking information about past emails sent by this customer, click the View Full
w
Email History check box.
"Viewing Active Contact Information," on page
Viewing Email History
52.
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