FocalScope’s shared ticket email inbox enables your team to collaborate and resolve cases without you worrying about multiple agents responding to the same email ticket. FocalScope agent collision alert eliminate duplicate work. Define a common ticket folder structure for your team and you are ready to go. You can easily prioritize and flag important email tickets. Use ticket on-hold function for follow up and reminders. Transfer tickets between folders seamlessly using drag & drop. It is so simple to get started and you will benefit right away.
FocalScope automatically threads back-and-forth email messages under the same ticket id. Agents can view the ticket as a single record on the screen or expand the ticket to display the underlying emails. It is a simple and efficient way of managing your email inbox. Once a ticket is resolved it will be removed from the inbox together with the linked email thread. In the event of new incoming email for an already resolved ticket, the FocalScope system will re-open the ticket with the entire history. Agents can mouse-over the ticket to view the ticket activity history. All events get recorded automatically for tickets and agents.
In FocalScope it is easy to import your existing signature from Microsoft Outlook or any other email program. Alternatively, you can also create new signatures within FocalScope. We support personal signatures as well as group signatures. For the group signatures we have enabled placeholder fields to be merged into the signature that is appended at the end of all outgoing emails. This makes the process easy for you. You can insert place holders fields such as: agent name, title, phone number, picture, chat link and more. It is all very simple and straightforward.
It is your choice! You can bring over your agents personal email accounts to FocalScope. We do not limit you! For each agent you can setup as many personal email accounts as you like. Each personal email account will be connected with the appropriate signature. It is simple and your agents will not waste time switching between Outlook and FocalScope. From ground up the FocalScope system is fully multi brand supported. Run your customer service for all your brands in one software application.
Every email that comes into FocalScope can automatically be scanned for keywords in both email header and body. Based on the results email can automatically be prioritized, moved to a specific folder, color-coded and assigned to an agent. Email rules can be enabled for shared email ticket folders as well personal email accounts folders. We keep a detailed ticket activity log for each ticket so it is easy to trace back why a specific email rule was triggered. To ensure maximum flexibility we also allow agents to manually move tickets or change priority. All agent activities also get recorded in the ticket activity log. Let FocalScope help your organization to manage your inbox better.
FocalScope is a great tool for real-time communication and collaboration. The Agent-To-Agent Chat feature enables a user to initiate a chat session with another user inside FocalScope. The chat session will automatically be recorded and attached to the internal notes on the ticket. Using FocalScope Agent-To-Agent Chat makes team work simpler, pleasant, and more productive. Also, agents can chat with online visitors coming to your website.
Create a library of predefined email templates known as canned responses. This will enable agents to quickly and consistently reply to commonly asked questions by customers. Save an email as a canned response and use it over and over again without needing to copy and paste into a new window.
SLA time, assigned agent, ticket status and ticket number can automatically be communicated to the customer using FocalScope auto reply email functionality.
|Canned Response Templates||FocalScope|
|Unlimited Canned Response Templates|
|Place holder Fields|
|Auto Reply Emails|
|Quick Template Lookup|
This feature prevents agents from trying to attend to the same ticket concurrently. The first agent to attend to the ticket will lock it and it will instantly be visible to other agents.
FocalScope lets you add internal notes to a ticket only visible to other agents, and not the ticket requester. Add comments and share progress updates with the team.
Ticket activity log gives you the perfect audit trail. The activity log records all agent and ticket interactions. You can trace back the entire ticket history with a single click.
You might have daily, weekly or monthly activities you want selected agents to carry out. FocalScope can automatically create recurring tickets and assign them to agents accordingly.
The powerful global search can be used to deeply search and scan the database for specific keywords. You will no longer struggle to find what you are looking for.
Without any coding you can connect your ERP or CRM system in FocalScope. Agents can with a single click inside FocalScope lookup customer information Quick and Easy.
|Define unlimited SLA policies|
|Define SLA business hours and calendars|
|Define SLA based on customers, customer groups and folders|
|Get early SLA alerts|
|Measure SLA performance in reporting|
Make sure your team work efficiently and reply to emails based on the SLA priorities. The flexible SLA feature in FocalScope allows you to calculate SLA based on customer and case severity. FocalScope help you to exceed customers’ expectations.
Thanks to smartphones in our pockets, our emails are now mobile. When it comes to email response times, the customer expects a fast turnaround time because of this online availability at your fingertips. So what is an appropriate response time to email? That is a good question and it really depends on the industry. The fact is the customer expectation is accelerating.
At FocalScope we strongly believe that fast response time is the key to drive customer satisfaction. Let FocalScope helpdesk system reduce your email response time. We measure the results and deliver to you.
FocalScope Priority Queues automatically detect any ticket that qualifies to be treated as a priority. Hence being serviced first, you can set processing rules to scan and identify certain keywords in the email or even selected customers to qualify as priority ticket. FocalScope will prioritize and optimize the ticket queue to ensure agents stay focused on the more urgent cases.
FocalScope Round-Robin Queues is optimized to dispatch tickets to agents based on the First In First Out principle. In the event an Agent fails to respond to the ticket within the Ticket Time-out Time, FocalScope will redistribute the ticket to the next available agent. At the same time, FocalScope will also trigger a record in the ticket history log.
The objective of Skill-Based Queues in FocalScope is to match the customer email inquiry with the correct qualified Agent or Team. Using this method will help you to dispatch the ticket based on customer language, ticket severity, ticket type or customized settings. The built-in time-trigger will ensure tickets get distributed fairly among the agents filtered by the skill set.
We have built a tight live data connection between FocalScope and Microsoft Excel, so you can quickly filter and analyze your data. We have seeded FocalScope with a complete set of best practice reports. The reports are designed to give you at-a-glance insight to activities and performance in your FocalScope system. View ticket resolution time and customer wait time reports. Track email response time and SLA performance. Analyze first-touch, multi-touch and agent performance reports. You can also customize the reports. Best of all you can schedule all the reports to be delivered to your inbox automatically.
Enjoy freedom from the office when using FocalScope’s free native app for Android and iPhone. Agents can clean up their ticket queues. Reply to emails, add internal notes and assign tickets right from your mobile device. Best of all it, the app supports push notifications and instant sync with FocalScope.
FocalScope also has a web-based version that can be used to access your helpdesk system directly from the browser on any device. Mac, PC and mobile devices supported.