Emails in Queue lists emails currently waiting in queue across skill groups, giving supervisors visibility into email volume without needing to open each skill individually.

Accessing Emails in Queue

Emails in Queue is accessible to accounts with Supervisor or Admin permissions.

1. Navigate to Realtime Displays > Emails in Queue
2. All emails currently in queue across the selected skills are listed on this page

Forwarding an Email

A transfer control on each row lets a supervisor forward the email directly to a different agent or skill, without waiting for it to be answered through normal queue routing.