Help center

View helpful articles, tutorials and FAQs on the set-up and configuration

of the FocalScope omnichannel suite, according to best practice.

    Email Ticketing

    Guide on how to configure and use SLAs in FocalScope

    FocalScope's SLA engine utilizes two components to give you precise tracking and predictable escalation of your SLA-dependent tickets. This article d...

    Hiding unnecessary folders from view in FocalScope

    Ideally, agents should only have visibility over folders that are pertinent to their work. Over time, agents may need to have access or visibility ov...

    How do I add a hyperlink to a new email

    This article details how a hyperlink is added to a new email message. Tutorial Adding a hyperlink to an email In the [New message]  window, type in ...

    How do I change the 'From' field format for email compositions?

    This article details how the format of the  from field can be changed for both personal and shared folders. Tutorial Changing the 'from' field forma...

    How do I delete multiple emails at once?

    There are two ways to delete multiple emails in FocalScope. The first method is by manually selecting multiple emails and deleting them in the worksp...

    How do I perform drag-and-drop, reply, and other commands on search results?

    To perform drag-and-drop, reply, and other commands on search results, do the following: In the [Main toolbar] , click the [Find] button Configure yo...

    How do I remove an email lock?

    An email lock occurs when an agent initiates a reply to an email. The system automatically locks the email to prevent someone else from replying to t...

    How do I restore a deleted folder?

    To restore a deleted folder you will need Administrator privileges as the restoration needs to be performed from the Administration screen. In the [M...

    How does the email unread / read status work?

    For shared folders, FocalScope maintains a personal view for each agent in the system. This means that if ten agents are viewing a ticketbox, each ag...

    How does the read receipt feature work in FocalScope?

    The read receipt function is a standard feature of in email clients today. Thus, FocalScope also supports it. This article details how to use the rea...

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