1. An email supervisor enters the credentials and the system redirects to the following screen-
Note– The above screen may differ for a supervisor with access to both, chat and email. This is as shown below-
Like shown highlighted in the above screen, a supervisor with access to both the modules needs to click on Email tab for an Email console.
2. User Account on the top right corner displays the following list of options from dropdown box as shown below-
•Profile– Provides multiple interface to user such as personal information, settings and change password.
•Dashboard– Opens in a new tab and displays various attributes including Total online users, total tickets, operator details and so on.
•Admin– Allows a supervisor to access Admin console
•Logout– Helps to log out a user from the system.
3. Email Grid– An Email operator console includes various folders to manage and configure email. This is as shown below-
An Email grid consists of Inbox, archive, spam, transfer, quality control box and search options.
4. Folder List– It displays a list of folders like Inbox, Spam, Draft, Sent, Archive, Resolved and Quality Control Outbox. This is as shown below-
5. Editor Section– It allows an email supervisor to reply or forward a ticket to the customer who has raised a ticket. Also, it provides options like Canned Responses, Attach File, Escalate and Save as Draft along with information section such as activity, details, history, notes, and survey, which is same like an email agent’s window. This is as shown below-
6. Compose Icon– This is used to compose an email and is denoted by 
icon. Click it and the system will redirect to the following screen-
7. Help Icon–
A user can always click 
icon in case of any help, doubts or concerns regarding the operations of software. This will redirect the user to ICE Help Manual. The help icon is shown highlighted in the screen below-
8. Support Icon–
This icon is denoted by 
and is shown highlighted in the screen below-
The click action performs redirecting the user to support window, where user can fill in the required entries in the fields. Once finished, when user clicks on Submit button, a ticket will be generated in ICE help desk. Shown below is the Support console-
