Shared Report parameters and filters explained

Report parameters and filters are essential for harvesting applicable information for reports. To help you get the best out of FocalScope reports, this article details on what each report parameter represents, what optional settings some filters have, and what effect the various flags have on the final report.

Tutorial

Breakdown of the report parameters

Please note: FocalScope reports will only gather and generate statistics for data that matches with what is specified in the report filters. Configuring the report filters as accurately as possible is the first step to ensure properly functioning reports.

1. Working hours profile - select the working-hours profile to evaluate tickets against. (You can use any working-hours profile regardless of which one is assigned to the folder(s) in FocalScope; the report will only use the working-hours profile specified in this parameter)
2. SLA profile - select the SLA profile to evaluate tickets against. (You can use any SLA profile regardless of which one is assigned to the folder(s) in FocalScope; the report will only use the SLA profile specified in this parameter)
3. Filtering by date of - from this list you can select which timestamp the report should reflect for emails / tickets
4. Date from & To - in these two fields you can specify a start and end date / time or a specific date /  time for the report to analyze. Please note: Elements of tickets that match the rest of the report filters MUST also fall within the date range specified here, or otherwise they will be omitted from the report
5. Folder (a.k.a Shared ticketboxes) - this parameter allows to filter the report by one or more shared ticketboxes. In the left column, select the shared folders that you want to include in the report. Click the [->] button to move the selected folders over to the right column, adding them to the report. Please note: You can quickly locate specific folders by using the filter bar above the columns. 
   1. This field also has the option to [Include sub-folders]
6. Fields (a.k.a Columns) - in the left column, select the data fields that you want to include in the report. Click the [->] button to move the selected fields over to the right column, adding them to the report. Please note: You can quickly locate specific fields by using the filter bar above the columns
7. Mappings for category columns - users can  precisely match category data they are interested in to the Category Name & Value columns displayed in the final report. This is done as follows:
   1. The user selects from the [Report columns] field how many Category Name / Value columns they wish the final report to contain
   2. The user then selects from the [Mappings for category columns] field the exact Category Name / Value data to associate with the Category Name / Value columns configured in the previous step. The order in which categories are added to the report configuration determine where they will slot in place in the final report, e.g., adding what may be the fourth category in your FocalScope, let's say 'Quote Requested', to the first slot will cause that category (and its corresponding values) to show as 'Category 1 / Value 1' in the generated report
   3. Please note: If a [Mapping for category columns] is omitted, then the report will display a NO MAPPING! error message in the remaining blank category slots. To fix this error message, please provide category mappings for all category columns
8. You can tick the various flags to control what sort of tickets / emails to include in the report. The options are:
9. Ticket State - you can focus the report on one or all of the default ticket states. Options are: Open, On Hold, or Closed
   1. Incoming - include incoming emails in the report
   2. Outgoing - include outgoing emails in the report
   3. Drafts - include draft emails in the report
   4. SMS - include SMSs in the report
   5. With attachments - include emails with attachments in the report
   6. Deleted - include deleted emails in the report
   7. Exclude deleted - please note: This is the only 'exclusion' filter. When you tick this option, deleted emails will be excluded from the report
   8. Ticket root - include only the root message (the main email that has the ticket number assigned to it) of tickets in the report
10. From Address - you can specify the email address of the sender of an incoming emails
11. To Address - you can specify the email address of the intended recipient of outgoing emails
12. Subject - you can specify specific phrases / keywords to look for in the subject lines of emails
13. Body - you can specify phrases / keywords to look for in the bodies of emails
14. Note - you can specify phrases / keywords to look for in the Internal Notes attached to emails
15. Agent - this parameter allows to filter the report to include tickets assigned to specified agents. You can select which agents' statistics should be included in the report (leave blank to include all available options). In the left column, select the agent names that you want to include in the report. Click the [->] button to move the selected agent names over to the right column, adding them to the report. Please note: You can quickly locate specific agent names by using the filter bar above the columns
    1. To only load unassigned tickets into the report, tick the [Unassigned] flag
16. Account - you can specify which account(s) associated with users, ticketboxes, or the system to include in the report. In the left column, select the accounts that you want to include in the report. Click the [->] button to move the selected accounts over to the right column, adding them to the report. Please note: You can quickly locate specific accounts by using the filter bar above the columns