1328022638
1326187576
FAQ
VIDEO TRAINING
FocalScope Thin Client Overview
Global Hot Keys Overview
Train New Employee Quickly with Training Mode
Document Center Overview
Jabber Client
Overview Live Chat Overview Standard Response Overview Service Level
Agreement (SLA) Overview Configuring New User Accounts Configuring Security Groups Configuring Shared
Jabber Groups Configuring
Ticketboxes Understanding and Setting up Agent View Understanding & Configuring
Accelerators
Overview Live Chat Overview Standard Response Overview Service Level
Agreement (SLA) Overview Configuring New User Accounts Configuring Security Groups Configuring Shared
Jabber Groups Configuring
Ticketboxes Understanding and Setting up Agent View Understanding & Configuring
Accelerators
QUICK START GUIDE
Access the
Administration Screen Create FocalScope Accounts for New User Create Personal Email Accounts Create Ticketboxes Create System
Email Accounts
for Ticketboxes
Administration Screen Create FocalScope Accounts for New User Create Personal Email Accounts Create Ticketboxes Create System
Email Accounts
for Ticketboxes
ADMIN MANUAL
Administration
Overview Integration Users and Groups Email Accounts
Configurations
Overview Integration Users and Groups Email Accounts
Manage a Personal Email Account
Manage a System
Email Account Smart POP Smart SMTP System E-mail
Account
General Folder Management
Agent Views
Ticketboxes
Live Web Chat
Jabber
SLA
Global Configurations
Email Account Smart POP Smart SMTP System E-mail
Account
Language Options
E-mail Processing
Rules E-mail Parameters Folder Tree External Compose Reporting News Tickers RSS Reader Data Purging Calendar
WorkflowRules E-mail Parameters Folder Tree External Compose Reporting News Tickers RSS Reader Data Purging Calendar
Configurations
Shared Folder Tabs
Ticket State Tabs
Categories
Responsibility Groups
Ticket Queues
Agent Ready State
Thin Clients & Accelerators
API Usage
USER MANUAL
Getting Started
Latest News on RSS
Tickets and Messages
About Tickets and Messages
Ticket States
Ticket Categories
Assign Tickets
to Agents Message View Discuss a Message
with Another Agent Flag Messages for Follow Up
Composing Messages
Agent Views
Auto Responders
Events
Contacts
Standard Responses
Document Center
Alerts
Signatures
Notes
Report Centre
to Agents Message View Discuss a Message
with Another Agent Flag Messages for Follow Up
Report Center
Features Detailed - Live
Chat Log Detailed - E-mail List Detailed - E-mail Account Response Time - Detailed List Response Time -
Totals per Ticketbox Response Time -
Totals per Agent Statistics - Number of Messages Per Date Statistics - Number of Incoming E-mails per Time Interval Statistics - Number of Outgoing Messages
per Agent Statistics - Number of Open/Closed Tickets
per Ticketbox Statistics - Number of Open/Closed Tickets
per Category
Jabber
Features Detailed - Live
Chat Log Detailed - E-mail List Detailed - E-mail Account Response Time - Detailed List Response Time -
Totals per Ticketbox Response Time -
Totals per Agent Statistics - Number of Messages Per Date Statistics - Number of Incoming E-mails per Time Interval Statistics - Number of Outgoing Messages
per Agent Statistics - Number of Open/Closed Tickets
per Ticketbox Statistics - Number of Open/Closed Tickets
per Category
Jabber Contacts and Status
Add a Jabber Contact
Jabber Settings
Broadcast Message to Multiple Users
Live Chats
Other Useful Tools
Search
Search for E-mail Messages
Search for Notes
Search for Live Chat Information
Save Search Results
Export Search
Results
Mobile Client
Results
INSTALLATION
Folder Tree
The "Folder Tree" feature in FocalScope lets you show your Agenda, Alerts & My Tickets in your status bar as folders in your profile. You can see your alerts, agendas and tickets as messages in your personal folders, making it easy to manage them. You will still receive notifications in the status bar and can still click there to access these messages.
- [My Tickets], [My Alerts] and [My Agenda] can be accessed by clicking on their respective tabs at the bottom of the screen.
- Administrators have the option of displaying these folders as part of the folder tree on the left pane by checking any of the ticket boxes for each.
- Click on [Save] to save the settings.
Reload the UI by pressing Ctrl+F8 or by clicking the [Action] tab and selecting [Reload UI].
Folder(s) selected will appear under an agent's personal folder tree as shown.
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