Email Center Home Page For Agents Shows Different Queue Counts For Agents On The Same Email Account And Classification, Why Is This ? (Doc ID 1620166.1)

Last updated on DECEMBER 03, 2019

Applies to:

Symptoms

There are a number of scenarios in Email Center where the reported count of emails does not appear to match the expected number; For example

Agent A is part of a group and he sees a different count to his fellow group members.
Agent B has rerouted emails from the Account, as they are unable to process them.
Etc

This can result in Agents, seeing a different queue count for Emails in the Email Account Queue.

This note explains in detail the reason for the differences in count numbers.

Steps

(R) Email Center Agent Console

(N) Home

Business Impact

Due to this issue Agents believe they are missing Emails from the Queue.

Changes

Cause

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