Help center

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

of the FocalScope omnichannel suite, according to best practice.

    Ticket Queues

    Agent Ready State

     The Agent Ready State tool is a sub-component of the Ticket Queues feature. A ticket is assigned to an agent only if that agent is set up in "Tick...

    Round Robin Queues

     Ticket Queue is the function in FocalScope that automatically assigns incoming e-mail tickets to agents. A ticket queue consists of ticketboxes and...

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