After the user clicks Login with Genesys and GenEmails validates the tenant, the application opens in Mailbox Management. The next operational step is selecting the working division. The division dropdown lists only the divisions the signed-in user can actually access through their Genesys permissions and the tenant's available queue context.
| Step | What happens | Why it matters |
|---|---|---|
| Login | User signs in with Genesys and GenEmails resolves the tenant organization context. | All subsequent data must stay scoped to that tenant and that user's permissions. |
| Select division | The division picker shows all accessible divisions for that signed-in user. | This narrows the operational queue list to the queues relevant to that division selection. |
| Select queue | After a division is selected, GenEmails lists the queues the user can see in that division or in the allowed mailbox context. | The selected queue becomes the basis for Current Emails, Handled Emails, Review Queue, and SPAM Queue behavior. |
| Work the email | The user uses queue-aware actions, review workflows, or SPAM workflows based on the selected context. | This prevents mixing unrelated divisions and keeps mailbox handling aligned with Genesys visibility. |
Dashboard icon
The dashboard icon opens a queue summary view for the selected operational context. It is intended to give a fast queue-level picture before the user drills into individual emails.
| Dashboard information | Typical use |
|---|---|
| Queue totals and work counts | Understand how much work is pending before choosing a queue to triage. |
| Current workload by queue | Compare queues inside the selected division. |
| Operational backlog indicators | Help supervisors spot queues that need reassignment or release action. |
| Tenant-visible metrics only | Ensures the dashboard stays limited to queues the logged-in user is allowed to inspect. |