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| − | == What happens to emails from the Team Queue marked as "Spam"? == | + | == What happens to emails from the Team Queue marked as "Spam"? == |
| − | In Agent Desktop's [[Agent-guide/HowtoRetrieveanEmailfromtheTeamQueue|Team Queue]], the '''Spam''' button can be used to remove unwanted emails. '''Spam''' is simply a shortcut of assigning a disposition and a status of ''closed'' to the case that is created for the email. There is no spam filter that | + | In Agent Desktop's [[Agent-guide/HowtoRetrieveanEmailfromtheTeamQueue|Team Queue]], the '''Spam''' button can be used to remove unwanted emails. '''Spam''' is simply a shortcut of assigning a disposition and a status of ''closed'' to the case that is created for the email. There is no spam filter that is invoked, nor are these emails removed from your system; that is, any emails marked as '''Spam''' will continue to exist in the email account configured in the Contact Center Administrator application, section [[Contact-center-administrator-guide/Email|Scenario Entries > Email]]. To retrieve emails marked as spam, open [[Agent-guide/Work/SearchandPreviewRecords/Overview|Search and Preview Records]], select the ''Cases'' tab, and enter ''disposition:spam'' in the search field. |
| − | === Administrators Note === | + | === Administrators Note === |
| − | If you would like the case-by-case detail of emails marked as | + | If you would like the case-by-case detail of emails marked as ''Spam'' for their disposition, the [[Reporting-reference-guide/EmailDetailReport|Email Detail]] report is a good resource for you. Additionally, [[Reporting-reference-guide/InteractionRecordsSearch|Interaction Records]] are a great way to see emails on a record-by-record basis. |
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Latest revision as of 04:02, 29 May 2024
Spam
What happens to emails from the Team Queue marked as "Spam"?
In Agent Desktop's Team Queue, the Spam button can be used to remove unwanted emails. Spam is simply a shortcut of assigning a disposition and a status of closed to the case that is created for the email. There is no spam filter that is invoked, nor are these emails removed from your system; that is, any emails marked as Spam will continue to exist in the email account configured in the Contact Center Administrator application, section Scenario Entries > Email. To retrieve emails marked as spam, open Search and Preview Records, select the Cases tab, and enter disposition:spam in the search field.
Administrators Note
If you would like the case-by-case detail of emails marked as Spam for their disposition, the Email Detail report is a good resource for you. Additionally, Interaction Records are a great way to see emails on a record-by-record basis.