Reading Pane Toolbars

Toolbar options vary based on where the email is being read. See below sections for a description of each toolbar.

Inbox

Each folder has 2 places where toolbars appear. There is a compact toolbar above the email list view that contains similar functions as described in the reading pane toolbar below.

The only exception is the New Mail button, which creates a brand new email that is not related to another email.

List View toolbar in Classic Layout

List View toolbar in Flex Layout

The inbox reading pane toolbar contains 2 sections. The buttons in the red section have specific actions. The buttons in the blue section change the content that is displaying in the window.

placeholder

**stack image with flex with also numbers

Left Section (Actions)

1. X: Closes the reading pane.
2. Reply : Creates a reply to the sender of the email you are viewing. The contents of the original email will appear below your reply verbiage.
3. Reply All : Creates a reply to sender and all recipients of the email you are viewing. The contents of the original email will appear below your reply verbiage.
4. Forward: Creates a copy of the email you are viewing with a blank recipient list. This allows you to forward the contents of the email to new recipients.
5. Action: This opens the Action Sub-Menu. See below for details.
6. Close Work Item: Ends call and closes the work item. A closed work item is no longer visible in the inbox, or in Work Item Live View, but it can be found and retrieved from the search widget. See Search section for more info.
7. New: Creates a new "child" email. This is a new email that is related to the email you are viewing. See section on Parent/Child Email Relationship for more info.

Right Section (Views)

1. Email: Displays the content of the email.
2. History: Shows the routing and activity history of the selected email. The number in the right corner of the button shows how many records are in the history.
3. Notes: Shows the custom notes that exist for the selected email and allows the Agent to record a new note. The number in the right corner of the button shows how many notes have been recorded.
4. Wrap Up: Displays the page for selecting disposition topics and notes if desired. This requires dispositions to be configured.

History view

Notes view

Wrap Up view

Action Sub-Menu

Action Sub-Menu in Classic Layout with Flex Layout inset

1. Print: Opens the print dialog box which allows you to send the item to a printer.
2. Transfer Email: Opens a menu which allows the user to transfer the selected email to another mailbox, queue or Agent. This option also allows the agent to set priority on the email. See Transfer image below.
3. Suspend Email: Opens a menu allowing the user to suspend a work item until a later time. The email will move to the suspended folder for the specified period of time. Once the time period expires, the email will return to the origin mailbox where it will queue out to the next available agent. A reminder can be configured to notify the agent prior to the item expiring. See Suspend image below.

Transfer an email

Suspend an email

Sent

When viewing items in the Sent folder, slight differences are visible in the toolbars.

In the list view toolbar, the Close Work Item button is not available because there is no need to close an outbound email.

In the reading pane toolbar, the following differences are noted:

• The action drop down is replaced with a print button. Transfer options are not available because you cannot transfer an outbound email.
• There is no Close Work Item button because there is no need to close an outbound email.
• The New button is not available because you cannot create a child email from an outbound email.

Reading Pane Toolbar in Sent folder

***add for flex

Outbox

The outbox has new buttons in the list view toolbar.

1. Resend: Allows you to force the system to resend an email.
2. Discard: Allows you to delete an email that is stuck in the outbox.

List View Toolbar in Outbox folder

Suspend

The suspend folder has new buttons in both toolbars.

The list view toolbar has a Move to Inbox button. This is because you cannot take action on an email while it is in the suspend folder. Click the Move to Inbox button to move the item to the inbox.

List View Toolbar in Suspended folder

The Reading Pane toolbar has limited buttons as well. Use the Move to Inbox button to take action on the email.

Reading Pane Toolbar in Suspended folder

Drafts

Unique buttons in the Drafts folder are as follows:

Edit Mail: Allows you to edit a draft email. Once in edit mode, you can send, re-save or discard the draft.

Discard: Allows you to delete a draft email from the drafts folder.

List View Toolbar in Drafts folder

Reading Pane Toolbar in Drafts folder