Many of today’s best performing companies manage and exceed their customers’ expectations by defining, measuring and adhering to Service Level Agreements (SLAs).  Regardless of whether an SLA might be simple or complicated, FocalScope has designed the ability to incorporate your SLA requirements into its email and collaboration management systems.

SLAs are typically dependent on time references.  For example, a company may commit to reply to a service ticket within 48 hours of receipt of email.  Or, alternatively, the SLA might promise a reply within 48 business hours.  Naturally, these two commitments, though similar in appearance, require vastly different time calculations. FocalScope has the built-in capability to set office hours for one or more helpdesk ticketboxes, also factoring in any number of pre-scheduled company events, holidays and time-zones.  By attributing SLAs to a ticketbox, FocalScope is able to customize your calculations no matter how complicated your working hours are.

 

In many organizations, a large portion of inquiries from customers is typically commonly-asked-questions. In such cases, a Standard Response is an easy way for helpdesk agents to communicate with or reply to customers with highly-individualized replies, using only several clicks.

FocalScope allows you to easily create an unlimited amount of Standard Responses and store them in a similarly unlimited number of shared libraries. For example, you can create one Standard Response “master” library in the main Shared Folder and/or create separate libraries specifically for certain ticketboxes.  FocalScope users can access the Standard Responses either from within an already-open email with a drop-down menu or directly from the library by right-clicking on the selected Standard Response.