You have the ability to delete any emails that arrive into the queue. Each email will remain in the queue between 1 and 365 days, unless deleted manually before the time to live period is reached. To set how long emails remain in any given queue, refer to Configure Email Queues.

Once an email is released to the queue, you can access and view the emails from the Contact Center Control Panel. To delete emails from an email queue:

  1. Navigate to the Monitoring page in the Contact Center Control Panel.
  2. From the Current Queues Status section, locate the email queue containing emails and click on the number in the Calls column, located to the right of the email queue.
    current status
  3. The Manage Queued Emails page opens listing all emails that are currently waiting in the selected queue.
    manage queued emails
  4. Check the Delete checkbox, located to the right of the email(s) you wish to delete.
    delete
  5. Click Update.
    update
  6. Delete Confirmation window appears. Click OK to proceed with the deletion.
    delete confirmation
  7. All emails selected are deleted.
  8. If all emails are deleted from the selected queue, the table listing emails waiting in queue is replaced by the following message: “No emails waiting in queue matched your search criteria”.

Note: to clear all emails in the queue, you do not have to check the Delete checkbox, simply click Clear All. A Delete Confirmation window appears. Click OK. All emails are deleted from the selected email queue.

If you are trying to locate an email from a particular sender or containing a particular subject line, you can use the Search Queue feature located in the top portion of the Manage Queued Emails page. To search for an email:

  1. From the Queue drop down menu, select the email queue you wish to search.
  2. In the From: field, type the name of the person who sent the email you are searching for; here you can search by first name or last name only, or you can search by sender’s full name.
  3. In the Subject: field, type one or more keywords that may appear in the subject line of the email. Click Refresh.
    subject field
  4. All emails matching your search criteria appear in the bottom half of the page.
    all emails

Note: if no emails are found matching your search criteria you will receive the following message: “No emails waiting in queue matched your search criteria”.

no emails