Viewing Other Emails (“Transcripts”)

If you need to open emails that are not part of the current email interaction record, use the View transcripts feature.

Highlighting where on the cusomter window interface you can view transcripts.

  1. Click View transcripts in the Menu at the bottom left of the Customer Window interface.
  2. This opens the View transcripts window. Enter your search criteria by typing into one or more of the following fields:
    • Email
    • Subject
    • From date
    • To date
    • Workload number.
  3. Click the SEARCH button. All matching records are shown in a results grid.
  4. Click on a record in the grid to show the email and any agent notes.
  5. To close the View transcripts window, click the CLOSE SEARCH button.