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
Response Time - Detailed List
The "Response time - detailed list" report, will show you how long your agents take to respond to and complete e-mails/tickets, which are received or generated inside your FocalScope environment.
Access the Report
In the Workspace screen, expand the [Shared Items] node, select the [Report Center] folder and double click on [Response time - Detailed list] to launch the report generator.
Date & Time Option : Date & time
Specify the date range of the records you wish to view. The dropdown calendar is used for selecting the dates in each field.
In the [Date from] and [Date To] fields you may specific date and time ranges, number of hours back from the current time or the number of days/weeks/months ago from the current date.
Date & Time Option: Several Hours Back
To filter records for the current date, you may use the [Several hours back] filtering option. Specify the number of hours you want to go back on the current date, in the highlighted field.
Date & Time Option: Yesterday, Last Week Etc.
You may also specify by number of days, weeks or months ago.
Select the ticketbox you would like to pull a report on by clicking the [...] button. You may select multiple ticketboxes or leave the field blank to display results for all ticketboxes.
Tick the [List only replies to root (initial) messaged of tickets] checkbox, to list results only of the first reply message made to incoming e-mails. Response time for all subsequent messages, replied to by agents, will not be listed in the report.
Generated Report Information
You are kept informed of the agent's performance with the help of this report which shows you the response time of a particular message and the agents who made those responses, within a particular date range for the selected ticketbox(es).
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