See what needs attention
Load operational queues and see current, handled, review, and spam activity in one triage workspace.
Genesys Cloud email operations
GenEmail is the optimum email triage tool for Genesys queues.
GEM helps agents, supervisors, and administrators triage Genesys Cloud email conversations: see waiting work, prioritize attention, assign ownership, move messages, review spam, and keep service levels visible.
Queue visibility
Assignment controls
Review and spam workflows
The 20-second version
GEM turns Genesys email routing into active triage.
Prioritize the queue
Expose waiting age, manual assignment, no eligible agents, review volume, and spam volume so supervisors can act before delays become service issues.
Move work safely
Assign to yourself, assign to another agent or skill, transfer queues, send to review, move to spam, or disconnect from a controlled workflow.
Govern by role
Give agents, supervisors, and administrators the visibility and actions they need without making every user an email administrator.
Why GEM exists
Genesys routes emails well. GEM makes daily triage easier.
Genesys Cloud ACD can route emails by queue, skill, language, priority, and agent utilization. It can also route suspected spam to a flow or disconnect it. GEM complements those native controls by giving operations teams a purpose-built table view for what is waiting, what is blocked, and what requires supervisor action.
Native routing is configuration-led
Genesys priority is part of routing score calculation, but supervisors still need a fast way to see older waiting emails, blocked queues, and exceptions together.
Spam handling is policy-led
Genesys can route suspected spam to a flow or disconnect it. GEM adds operational spam tables so teams can review, count, and manage spam outcomes.
Queue health needs a triage view
GEM brings emails waiting, oldest age, no eligible agents, review count, spam count, and handling history into one queue dashboard.
Built for live operations
When email volume rises, supervisors need a control surface.
GEM is designed for teams that manage customer email in Genesys Cloud and need faster triage, clearer ownership, and cleaner recovery paths when conversations need attention.
QueuesCurrent, handled, review, and spam
AgentsAssign, transfer, and inspect active work
ManagersMonitor waiting time and workflow status
Operational dashboards
Queue and agent stats reveal where triage is needed.
Flexible licensing
Choose named or concurrent licensing to match how your teams work.
GenEmail can support predictable assigned-user teams and shared shift-based operations. Named licensing fits dedicated agents, supervisors, and administrators who need regular access. Concurrent licensing fits larger approved populations that share a defined pool of active sessions.
Named licensing
Assign GEM access to known users. This model is straightforward for dedicated email teams, stable supervisor groups, and administrators who need ongoing access.
Concurrent licensing
Permit a wider approved user base while limiting active usage to the licensed session count. This model fits rotating shifts, pooled operations, and seasonal email demand.
Who uses GEM
Clear workflows for the people running email service.
Agents
Find the right conversation, open the email body, review attachments, and take ownership without losing queue context.
Supervisors
Watch waiting work, rebalance conversations, review spam and exception queues, and keep service levels moving.
Administrators
Support tenant setup, role boundaries, queue access, and operational configuration for Genesys Cloud email teams.
Next step
Ask for a walkthrough or implementation details.
Send the GenEmails team your contact information and the email operations problem you want to solve. The message opens in your email client so you control exactly what is sent.