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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.

Difference between the Agent and Being replied columns

The [Agent] column indicates the agent that is responsible for handling a specific ticket. See the article Assign Tickets to Agents for more information.

The [Being replied] column displays the name of the agent who (at that point in time) is responding to an email message. The responding agent's name will be shown in this column for the duration it takes them to formulate and finally send their reply.

Figure 1 - The [Agent] and [Being replied] columns

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