Handled Emails shows recent emails that are no longer sitting as live work in the selected queue or mailbox context. This includes emails that were assigned and completed, moved to another queue, routed into review or SPAM handling, disconnected after confirmed processing, or otherwise transitioned out of the live current-work list.
| What appears here | Why it matters |
|---|---|
| Recently completed conversations | Lets supervisors and agents verify that work was finished and no follow-up is still parked in Current Emails. |
| Transferred or rerouted emails | Helps confirm that routing actions such as review, SPAM, or queue transfer actually happened. |
| Previously touched customer threads | Provides context before a user reopens a similar issue or needs historical continuity. |
Handled Emails is useful for quality review, coaching, operational audit, and confirming that a user's previous action changed the conversation state as expected.