Help center

View helpful articles, tutorials and FAQs on the set-up and configuration

of the FocalScope omnichannel suite, according to best practice.

FocalScope report filters explained

Report filters are essential for harvesting applicable information for reports. To help you get the best out of FocalScope's reports, this article details on what each report filter represents, what optional parameters some filters have, and what effect the various flags have on the final report.


Breakdown of the report filters

Please note, FocalScope reports will only gather and generate statistics for data that matches with what is specified in the report filters. Configuring the report filters as accurately as possible is the first step to ensure properly functioning reports.

  1. Folder - you can specify the personal or shared folder(s) (or both) from where you want the report to gather statistical data (leave blank to include all available options). This field also has the option to [Include sub-folders]
  2. From Address - you can specify the email address of the sender of an incoming emails
  3. To Address - you can specify the email address of the intended recipient of outgoing emails
  4. Subject - you can specify specific phrases / keywords to look for in the subject lines of emails
  5. Body - you can specify phrases / keywords to look for in the bodies of emails
  6. From & To - in these two fields you can specify a start and end date / time or a specific date /  time for the report to analyze. Please note, elements of tickets that match the rest of the report filters MUST also fall within the date range specified here, or otherwise they will be omitted from the report
  7. filtering by date of - from this list you can select which timestamp report should reflect for emails / tickets
  8. Ticket State - you can focus the report on one or all of the default ticket states. Options are: Open, On Hold, or Closed
  9. Agent - you can select which agents' statistics should be included in the report (leave blank to include all available options)
  10. Note - you can specify phrases / keywords to look for in the Internal Notes attached to emails
  11. Account - you can specify which account(s) associated with users, ticketboxes, or the system to include in the report
  12. You can tick the various options to filter what specifically to include / focus on in the report. The options are:
    1. Incoming - include incoming emails in the report
    2. Outgoing - include outgoing emails in the report
    3. Drafts - include draft emails in the report
    4. SMS - include SMSs in the report
    5. With attachments - include emails with attachments in the report
    6. Deleted - include deleted emails in the report
    7. Exclude deleted - please note, this is the only 'exclusion' filter. When you tick this option, deleted emails will be excluded from the report
    8. Ticket root - include only the root message (the main email that has the ticket number assigned to it) of tickets in the report

Figure 1 - Report filters

Additional Information

Let us help

If you have any questions, or need further support, please don’t hesitate to reach out.