Organize your Team Inbox

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.

Threaded Email Conversations

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.

Smart Email Signatures

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.

Setup Personal Email Accounts

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.

Create Rules To Filter Emails

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.

Agent-to-Agent Chat

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.

Analyze Data in Microsoft Excel

Drill into your support team’s performance using Microsoft Excel Pivot Tables.

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.