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Agreement (SLA) Overview Configuring New User Accounts Configuring Security Groups Configuring Shared
Jabber Groups Configuring
Ticketboxes Understanding and Setting up Agent View Understanding & Configuring
Accelerators
Overview Live Chat Overview Standard Response Overview Service Level
Agreement (SLA) Overview Configuring New User Accounts Configuring Security Groups Configuring Shared
Jabber Groups Configuring
Ticketboxes Understanding and Setting up Agent View Understanding & Configuring
Accelerators
QUICK START GUIDE
Access the
Administration Screen Create FocalScope Accounts for New User Create Personal Email Accounts Create Ticketboxes Create System
Email Accounts
for Ticketboxes
Administration Screen Create FocalScope Accounts for New User Create Personal Email Accounts Create Ticketboxes Create System
Email Accounts
for Ticketboxes
ADMIN MANUAL
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Report Centre
to Agents Message View Discuss a Message
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Report Center
Features Detailed - Live
Chat Log Detailed - E-mail List Detailed - E-mail Account Response Time - Detailed List Response Time -
Totals per Ticketbox Response Time -
Totals per Agent Statistics - Number of Messages Per Date Statistics - Number of Incoming E-mails per Time Interval Statistics - Number of Outgoing Messages
per Agent Statistics - Number of Open/Closed Tickets
per Ticketbox Statistics - Number of Open/Closed Tickets
per Category
Jabber
Features Detailed - Live
Chat Log Detailed - E-mail List Detailed - E-mail Account Response Time - Detailed List Response Time -
Totals per Ticketbox Response Time -
Totals per Agent Statistics - Number of Messages Per Date Statistics - Number of Incoming E-mails per Time Interval Statistics - Number of Outgoing Messages
per Agent Statistics - Number of Open/Closed Tickets
per Ticketbox Statistics - Number of Open/Closed Tickets
per Category
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INSTALLATION
Statistics - Number of Open/Closed Tickets per Ticketbox
The "Statistics - Number of open/closed tickets per ticketbox" report is a simple report that displays for each ticketbox, the number of tickets in their various states, namely closed (requires no attention), open (requires attention) and on hold (requires attention at a later time).
Access the Report
In the Workspace screen, expand the [Shared Items] node, click on [Report Center] and open the report [Statistics - Number of open/closed tickets per ticketbox], by double clicking on it.
- Click on the [...] button to select the ticketbox you wish to generate the report for.
- The "Select folder" dialog appears choose the ticketbox you want. You may select multiple ticketboxes by holding down the Ctrl key and left clicking multiple entries. Leave the ticketbox field blank if you wish to display open/closed/on hold tickets for all ticketboxes in the system.
Generated Report
The report will display the number of open, on hold & closed + total tickets for each ticketbox and its subfolder(s).
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