In Avaya Oceana®, you can configure emails for approval before sending them to a customer. For example, an individual or a group of designated approvers can approve emails. Approving emails is part of quality assurance to ensure the agents respond appropriately to customer queries.

Agents can send approved emails to the customer, which appear in the customer journey. Unapproved emails do not show up in the customer journey, and administrators can use the audit trail to see these emails.

You can use Avaya Analytics™ to view real-time and historical reporting on approving or rejecting outbound emails.