Report Center Features

Available Reports

To access Report Center in FocalScope go to the Workspace screen, expand the [Shared Items] node, then click the [Report Center] folder. Available reports are listed on the right pane of the workspace.

Below is the full list of reports currently available in Focalscope. Double-click on each report to find out what information each report provides and how to view or save this information.

Detailed - Web Chat Log
Detailed - E-mail List
Detailed - E-mail Account
Response Time - Detailed List
Response Time - Performance Statistics per Ticketbox
Response Time - Performance Statistics 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

Report Feature: Advanced Options

Click on the [Advanced] button for advanced options, which allows you to save your report to a Shared Documents folder inside FocalScope or to replace the default template for your report.

1. Save into any document center that agent has access to.


2. Insert a template in Excel format for use to generate your report. You may click on the [Download default template] link to obtain a copy of an unformatted Excel template, for a particular report. You can edit the format of the template to your desire before uploading it as a replacement for the default template.

Report Feature: Generate/Export Report Data to Excel

Clicking the [Excel] button produces a report based on the Excel template defined for the report. Data produced using the [Excel] buttons are "live" reports, with a link back to FocalScope. This means when you open the report the report connects to FocalScope and shows the most up to date data for the report queries. You may save the worksheet on your computer, but bear in mind it contains no data, merely a link into FocalScope to extract the latest data. In FocalScope, administrators can limit how long such "live" reports can extract data from the system and users need to be logged into FocalScope and open the report from the same machine to successfully extract live data for the report.

Report Feature: Generate Raw Report Data in Excel

The [Raw] button produces an html table, but in Excel format. This file can be given a .html extension to be read in web pages.

Report Feature: Preview Report Data in Current Screen

Click on [Preview] to generate a list of data in the preview pane that will appear at the bottom of the same dialog. Please note that [Preview] mode output can generate only a maximum of 512 records, use the [Raw] or [Excel] buttons to view full list of data that exceeds 512 records. You will see graphs for certain data types as well.

Report Feature: Print Report Data Generated in Preview

The [Print] button allows you to print reports that are generated from clicking the [Preview] button.