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
Administration Screen Create FocalScope Accounts for New User Create Personal Email Accounts Create Ticketboxes Create System
Email Accounts
for Ticketboxes
Overview Integration Users and Groups Email Accounts
Email Account Smart POP Smart SMTP System E-mail
Account
Rules E-mail Parameters Folder Tree External Compose Reporting News Tickers RSS Reader Data Purging Calendar
Configurations
to Agents Message View Discuss a Message
with Another Agent Flag Messages for Follow Up
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
Results
Statistics - Number of Outgoing Messages per Agent
The "Statistics - Number of outgoing messages per agent" report lets you know number of outgoing e-mail, sms, autoreplies or draft messages that an agent had sent out or created.
Access the Report
In the Workspace screen, expand the [Shared Items] node, click on [Report Center] and open the report [Statistics - Number of outgoing messages per agent], by double clicking on it.
Specify the date or period for which you wish to generate a report and specify the ticketboxes to query. Leave the ticketbox field blank if you wish to display results for total number of messages sent for all ticketboxes in the system. You can include searching subfolders by ticking the [Include sub-folders] flag.
Manually type in the names of agents or click the [...] button and select them from the list, to include data in the report on specific individuals.
Generated Report
The report will display the number of sent e-mails, e-mails saved as drafts and smses sent from that folder in FocalScope as well as autoreplies that were sent out from specified ticketbox. If no ticketbox or agent is specified, the system will display result for all the ticketboxes and list all agents in FocalScope.
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