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Monitor an Email Message and Reply

Requirements: See Listen. The Listen right for a user or workgroup queue enables you to see both the original email message and the reply as it is typed in the Email Editor.

If you have the appropriate rights, you can monitor an email interaction that another CIC client user is handling. You can also view the email reply.

Some things to note about the process of monitoring an email message or reply:

If you monitor an email interaction or an email reply, the number of listeners is indicated in the Email List Lstns column. Or, a Lsns icon appears on the line containing the interaction in both the agent’s and your own queue views.

Tip: For more information, see Determine if Someone is Listening to or Recording Your Interactions.

The Lsns icon is not removed or the number in the Lstns column does not decrease until you cease to monitor the interaction by clicking the Listen button a second time or, closing the Email window on your workstation.
You can stop monitoring an email message or email reply at any time.
You do not need to monitor the original email interaction in order to monitor the email reply.
Any notes the agent makes on the original email interaction or the email reply are visible to anyone monitoring the interaction.

Tip: These notes are visible in the Interaction Information view, the Email Window for Incoming Messages or the Email Window for Outgoing Messages.

If you monitor an email reply, you see the complete reply as it is composed. The reply can include text, material incorporated from Response Management, and attached files. You can even see the selected Account Code if you display the Interaction Information view. This information is visible even before the reply is sent.

In a typical example, another CIC client user (agent) picks up an email interaction from a workgroup queue. If you have the necessary rights to listen to (monitor) interactions and to monitor the queue on which the email interaction is appearing, you can view both the original email message and the email reply.

To monitor an email message and reply:

The agent picks up an ACD-routed email interaction.

You select the same email interaction from the Email List or the appropriate queue view and click the Listen button.

Result: The original ACD-routed email message appears in the Email Editor or the E-mail Window for Incoming Messages on your workstation. The number of listeners is indicated in the Email List Lstns column. Or, a Lsns icon appears on the line containing the interaction in both the agent’s and your own queue views.

If the agent decides to reply to the email message, two things happen:
- The agent begins to create a reply in the Email Editor or the E-mail Window for Outgoing Messages.
- An email reply interaction appears in both the agent’s and your Email List or queue view.

Note: An email reply is associated with the original email interaction. You can expand the original interaction and see the email reply interaction.

To monitor the agent’s reply, select the email reply interaction from the Email List or the appropriate queue view and click the Listen button.

Result: You see the reply as it is typed in your Email Editor or the E-mail Window for Outgoing Messages.

Tip: You can see the notes the agent makes if you also display the Interaction Information view.

The agent sends the email message reply.
To stop listening, select the appropriate interactions in the Email List or the appropriate queue view and click the Listen button again.

Note: You can stop listening at any point in this process. You do not need to wait until the agent sends the email reply message.

Warning: Genesys disclaims any responsibility for end-user or licensee to comply with federal or state law restrictions regarding Record, Snip, or Listen capabilities of CIC software. The licensee hereby warrants and represents that the end-user or licensee will use the product in compliance with any federal or state law.