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
Alerts Folder
The alerts folder contain reminders of tasks, events or messages that require your attention and will only appear in the alerts folder if you have selected items to be placed there on a particular date and time.
Accessing the Alerts Folder
You will find the [Alerts] status bar at the bottom right-hand corner of your screen. It will show the number of alerts you currently have. Clicking on it will bring you to the alerts folder and all your alerts will be listed in the right hand pane of your screen.
Alerts are listed in the right hand pane of the screen. To view details regarding the item or message, right click the entry and select [Open Item], to get to the original message. You can click [Find Item(s)] to list the items in the search dialog. Click on [Delete Alert] to permanently remove this alert from the alerts folder.
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