Reporting

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In the Administration screen, click on the advanced properties tab, expand the [Fine tuning] node and select the [Reporting] folder. In the right hand pane we see the settings for this feature.

1. [Default time zone:] selecting a default time zone will add date and time stamp to fields in reports. For instance, some reports have timestamps for when e-mails were sent or received. Default time zone specifies which zone such timestamps will be set by. If no time stamp is set or if users are too disparate to use one time zone, the system time and date on the computer requesting a report, will be used instead.


2. The [Enable "live" Excel reports] flag can be checked or unchecked to turn live Excel reports on or off.


3. ["Live" reports expire after:] Is where you set the cutoff date for how old a report can be and still receive data from FocalScope. Once a report exceeds the age specified here, it will be refused data and cease to function.


4. Click [Save] to save your changes or [Reload] to undo any unsaved changes.

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In the Workspace screen (click [Screen] tab and select [Workspace]), expand the [Shared Items] node and select [Report Center]. In the right hand pane you can see all the reports you can request and view in Excel as a live report. Each report, when opened, will have various filtering options and criteria by which you can select very specific data to view or export. Let's take a look at the [Response time - Totals per ticketbox] report. Double click it to open.

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Each report page will have different options & filters, but this one will give us a good idea of how a report page works.

1. [Date from / to:] we can select the range over which to set the data gathered for the report.


2. [Filter by date of] allows us to filter by either by reply or incoming message dates.


3. [Ticketbox] is where we choose a ticketbox to view a report on, specifically for this report, the number of open/closed tickets, as per the reports name. We select folders by clicking [...].


4. The [Include sub-folders] flag, when ticked, will allow the report to pull data from all subfolders into the report as well.


5. [Agent:] lets you choose the which agent account(s) statistics will be harvested for the report data.


6. [Include Min/Max:] if ticked, will include min and max response times calculated for each ticketbox selected.


7. [Advanced] will allow us to save our report to our FocalScope Shared Documents folders and also let us download the default template or upload a new one.


8. [Excel] will let us export a report to Excel.


9. [Raw] exports an HTML table with additional metadata which can be opened in Excel. If this "raw" file is given an "*.html" extension, it can be opened in a browser or 3rd party application which reads html files.


10. [Preview] is to see the data we are going to export, it will contain graphs for certain data as well.


11. [Print] is for printing our data, this button will become active when we have loaded data into the report.

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I will select all the sub-folder ticketboxes by selecting the master [Ticketboxes] folder. This will include details on all sub-folders only if we ticked the [Include sub-folders] flag. Click [OK] once your selection is made. Similarly when populating the [Agents:] field, make selections as required. Hold down the "Ctrl" key for multiple selections or to select a long list, click and hold on the topmost entry, hold down "Shift" and drag your mouse up or down to select a list. Click [OK] when done making your selection.

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We're taken back to the main Report page, I've clicked [Preview] here to see the data we're about to export to Excel. Click [Excel] and save the file to Desktop.

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Here is the saved report opened in Excel. If you disable Live Excel reports in FocalScope, you will not be able to link to the data in FocalScope and receive an HTTP error message. The reason for this is, the report file contains no data and it simply links to FocalScope and receives the data from there.