FocalScope allows you to oversee and direct new employee's communications with customers by way of the built-in Training Mode feature. The way is works is that a trainee's account instead of sending outgoing emails immediately will save them as drafts and then create an entry in the supervisor's Alerts folder. The supervisor can then review the email and dispatch it to the customer. Additionally, FocalScope's Internal Notes or Instant Messenger can be used by the supervisor to explain the changes made to their original email, helping to accelerate the trainee's learning. The customer does not see the influence of the supervisor, at all. This article details how you can place a FocalScope user account in Training Mode and moderate all emails send by the agent.
Figure 1 - Activating Training Mode on an agent