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
Administration Screen Create FocalScope Accounts for New User Create Personal Email Accounts Create Ticketboxes Create System
Email Accounts
for Ticketboxes
Overview Integration Users and Groups Email Accounts
Email Account Smart POP Smart SMTP System E-mail
Account
Rules E-mail Parameters Folder Tree External Compose Reporting News Tickers RSS Reader Data Purging Calendar
Configurations
to Agents Message View Discuss a Message
with Another Agent Flag Messages for Follow Up
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
Results
Responsibility Groups
The Responsibility Groups feature in FocalScope is especially designed for environments where your agents' responsibilities frequently change. Folders where you want certain agents to focus on get added to the "Group Items" folder, yet they will still maintain access to all other folders in the workspace, for reference purposes or to supervise them. Think of the folder "Group Items" as the "top priority" marker for a group of agents. Once the workload changes and other folders need to be top priority, an administrator simply adds those folders to the group or creates a new group with new users to handle the workload. This delegates important folders to the correct groups for attention and once the workflow subsides, they can focus on other priority folders. Along with "Shared Folder Tabs", this feature is provides another way to group folders to help focus agents' attention and prioritize their tasks.
In the Administration screen, expand the [Workflow Configuration] node and select the [Responsibility Groups] folder. In the right hand pane, right click and select [New...].
A new "Responsibility Groups" popup appears.
- In the [Name:] field, give your group a name.
- Under the "Users" list, (left) select the account(s) you wish to collectively give access to certain folders and click [Add]. For multiple selections hold down "Ctrl" or for a list selection, click and hold the starting entry, hold down "Shift" and move your mouse up or down. Once added, your selection will appear in the right hand list.
- Likewise select the folders from the "Ticketboxes" list (left) and add them over to the right list. These are the folders you want to give, the elected accounts, access to.
Click [Ok] once your configuration is complete.
In the Workspace screen, we can now see the "4.4 Support - Consumer" ticketbox is added under the [Group Items] node. Now all agents we selected, to see this folder in their Group Items, will log and get their new "priority work". They still have access to the other folders they are granted access to by their security group, but the immediate priority folders are shown under their Group Items folder.
Using Shared Folder Tabs to Create an Isolated Workspace
Furthermore, administrators can create Shared Folder Tabs to link an agent's personal folders and the Shared Items to which they have access to, into one tab to create an isolated workspace free from the distractions of other Group folders. See the lesson on Shared Folder Tabs for a better understanding of how they are created.
Here we can see a Shared Tab created for agents to focus on their private folders + Group Items folder. Administrators can now shuffle the folders in the group items as needed and the agent will always be able to focus on priority work.
Security Pre-requisite
As usual, security must be properly configured, for intended agents, to have access to their ticketboxes under the [Group Items] folder.
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