How to use Agent Views to grant supervisors access to agents' personal folders
Monday, December 5, 2016 2:31 AM

FocalScope allows you to grant supervisors or agents access to their colleague's personal folders using Agent View privileges. This is very useful when a supervisor has to monitor staff, and when an agent is out of action, for a colleague to attend to the emails the absent agent would continue to receive. This article details how to grant Agent View privileges to supervisors / agents.


Tutorial

Enabling Agent View for supervisors

  1. In the [Main menu], select [Screen > Administration]
  2. Click the [Administration] tab
  3. Navigate to the [User Access Control > Folder Access > Agent View] folder
  4. Double-click on the agent's name to whose private folders you want to grant supervisors / agents access to
  5. Click the [Add] button and select the accounts (or groups) to which you want to grant Agent View privileges
  6. Click [Ok] to save the changes made


    Figure 1 - Granting Agent View privileges to supervisors / agents

    Monitoring an agent's private folders using Agent Views

    Supervisors / agents need to do the following to be able to monitor the account(s) for which they have Agent View privileges:

    1. In the [Main menu], select [Screen > Workspace]
    2. Click the [Home] tab
    3. Expand the [Agent Views > Agent's Folder] folder to see their personal folders
    You can read, reply to, interact with, and change the state of tickets exactly as you would in your own personal folders.

    Figure 2 - Viewing an agent's personal folders using Agent View