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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.

How to use Agent Views to grant supervisors access to agents' personal folders

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.


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

    Let us help

    If you have any questions, or need further support, please don’t hesitate to reach out.