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View helpful articles, tutorials and FAQs on the set-up and configuration

of the FocalScope omnichannel suite, according to best practice.

Role of Dispatch Priority and how to set it

The primary use of shared folders in FocalScope is for the day-to-day sharing of emails between agents who share a common job scope or serve a particular type of customer. Personal folders--while allowing a similar functionality through agent views--are intended for emails and tickets addressed (for the most part) directly to individuals. This article details how the Dispatch Priority is used to tailor the system's behavior (specifically, the linking of emails to related tickets), based on which folder type your agents rely on most in their daily use of the system.



Setting the Dispatch Priority

Please note: Before setting the Dispatch Priority. You should consider the implications of any changes made. See the following instructions / explanation of implications to set the Dispatch Priority correctly for your system:

  1. In the [Main menu], select [Screen > Administration] 
  2. Click the [Administration] tab
  3. Navigate to the [Global Configuration > E-mail Parameters] folder
  4. In the right-hand pane, click the [Advanced] tab
  5. Set the [Dispatch Priority] to one of the following settings:
    1. Follow rules and ticketboxes - as emails are sent and received by agents, priority is given to the destination folder and any rules that may affect email flow throughout the system
    2. Link to the ticket - as emails and sent and received by agents, priority is given to the ticket that the email is related to over the intended destination folder and rules that may be in effect for that folder
  6.  Click [Save] to retain and activate changes

Figure 1 - Setting Dispatch Priority behavior

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