FocalScope reports (just like general reports) are only as accurate as their configuration. Therefore, report parameters and filters need to be set after some initial planning about how the report should work and what data it should contain. Some report parameters and filters also negate one another, and need to be taken into account when setting up a report. This article details some of the more common mistakes users make when configuring FocalScope reports and how to rectify these mistakes to bring report operation back in line with user expectations.
Things to consider when configuring reports
- Specify the correct [Working Hours] profile for reports that depend on a working hours profile to generate accurate statistics. E.g., if you need to know which tickets were received after office hours or within
- If you are interested in when tickets were created as opposed to when the emails within tickets were received, set the [Filter by date of] parameter to [Ticket created]
- Ensure that the [Date from-to] period is configured to cover the timeframe you wish to evaluate. It is very common to set a date range that falls short or extends beyond the period one wishes to analyze
- Some reports, like the Compatible - Detailed email list, have an option to use an extended [Column set]. When the extended column set is used for the report, extra report fields (e.g., Originating ticket #) capturing additional information from the system as added to the report
- If deleted emails are not critical to the report, tick the [Exclude deleted] flag to speed up report generation and dramatically reduce the amount of unwanted data in the report
- If you are interested in tickets as a whole, not the individual emails in them, then tick the [Ticket root] flag. This reduces the time it takes to generate a report as there will always be fewer tickets than emails (being that tickets comprise of one or more emails)
- The [Agent] and [Email account] columns further restrict the [Shared ticketbox] selection. If you add all shared ticketboxes to the report, but restrict the data to a few agents or a few email accounts, the report will appear incomplete or even nonsensical.