Improvements for Unhandled emails

Enate version 2024.1 sees a raft of new features and improvements to Unhandled emails, which have previously been referred to as 'Unprocessed emails'. Part of the reason for the name change is to try to make this clearer that these mails need manual intervention from the Agents in order to progress, rather than there being some technical issue which isn't for them to solve.

Here are some details on the various enhancements which have been made.

• A new Unhandled Emails alert icon in your header bar to tell you when you've got unhandled emauls.

• Agents are now able to create Email Routes directly in Work Manager, so future emails don't get held up and instead create the right kind of work items automatically. This can also be made to act retrospectively on existing unhandled mails which match the rule.

• A Bulk Delete option lets agents more easily deal with large backlogs of Unhandled emails that aren't going to be made ino work items.

• A new view lets you see a list of these deleted emails, for example for auditing purposes

• Improved Filtering lets agents search based on data ranges in this area.