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Use Agent Views for supervisors to access agent 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.
Tutorial
Enabling Agent View for supervisors
- In the [Main menu], select [Screen > Administration]
- Click the [Administration] tab
- Navigate to the [User Access Control > Folder Access > Agent View] folder
- Double-click on the agent's name to whose private folders you want to grant supervisors / agents access to
- Click the [Add] button and select the accounts (or groups) to which you want to grant Agent View privileges
- 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:
- In the [Main menu], select [Screen > Workspace]
- Click the [Home] tab
- 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