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

of the FocalScope omnichannel suite, according to best practice.

Getting started with System Reports

FocalScope comes preloaded with several System Reports that cover a wide range of queries most FocalScope customers have regarding their customer support endeavors. This quick-start guide is aimed at imparting to the reader a general sense of familiarity with FocalScope System Reports. 

FocalScope System Reports are preconfigured to focus on specific aspects of the system, but each report can be used as a baseline for creating custom reports that are even more specialized to your needs. The options are practically limitless.

Quick-Start Guide

Installing and accessing System Reports

If you have an on-premise FocalScope instance that you maintain yourself, you need to download the FocalScope reporting module. Install the reporting module on your FocalScope hosting server using the default installation options.

After installing the reporting module, the System Reports can be accessed as follows:

  1. In the [Main menu], select [Screen > Workspace]
  2. Navigate to the [Shared Items > Shared reports > System reports] folder
  3. The System Reports will load momentarily in the right-hand pane

Figure 1 - Accessing the System Reports

Navigating and generating System Reports

System Reports are numbered to logically indicate their relationship. E.g., all System Reports that use the 'SLA conformation audit log' base report are numbered 100 (highlighted in red in Figure 2). As there are many System Reports that use the same template (but focus on different aspects of the base report) such System Reports are numbered 110, 120, 130, and so on (highlighted in blue in Figure 2). 

Some reports have variations that display data for different time periods, e.g., reports 170 [7 days], 171 [14 days], 172 [30 days], and so on (highlighted in green in Figure 2). Please note: By default, all system reports that don't indicate a specific time period cover the last 14 days.

Most System Reports have custom Excel templates; as such, these System Reports need to be generated and the Excel template downloaded and viewed in Excel to see the full report. For System Reports that don't have custom templates you can simply generate and then preview the System Report data (if you don't need to keep a soft copy). 

To generate a System Report, do as follows:

  1. In the [Main menu], select [Screen > Workspace]
  2. Navigate to the [Shared Items > Shared reports > System reports] folder
  3. Click the [Generate] button next to the System Report that you wish to view

Figure 2 - Report number references

Customizing System Reports

Perhaps a System Report is not 100% to your liking, e.g., it does not span the time period you are interested in, or you would like more pivot charts / tables added to the Excel template. In such cases you can extend the functionality of any System Report as follows:

  1. Right-click the System Report you wish to modify and select [Copy]. A copy of the System Report will be created
  2. Right-click the copied System Report and select [Edit]
  3. Give the copied report a suitable [Name]
  4. Modify the report parameters as required
    1. If you do not wish to change anything in System Report's Excel template (or if the report does not have an Excel template), then [Save] the report and disregard points 4 - 7
  5. [To modify the Excel template] Generate the System Report and download the live Excel template
  6. Modify the downloaded Excel template as required
  7. Upload the custom Excel template to the System Report
  8. [Save] the report

Figure 3 - Modifying a System Report

Scheduling a System Report

Once you have all your System Reports configured to your liking, you may wish to schedule a System Report for automatic delivery to people via email or a shared repository like FTP.

Let us help

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