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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.

Configuring and using the 'tickets by category' report

The new FocalScope reporting engine was specially designed to improve usability, functionality, and the distribution of FocalScope reports. This article details the process of creating and configuring the 'Tickets by category' report.



Creating and configuring the 'tickets by category' report

To use the 'ticket statistics' template it needs to be associated with the correct parent report. Create the parent report as follows:

  1. Navigate to the [Shared Reports] folder
  2. Click the [Reports] tab (highlighted in red)
  3. In the right-hand pane, right-click and select [Add]

In the [Report form] window, configure the report as follows:

  1. Under the [General report information] section:
    1. Name - give the report a suitable, easily-identifiable name
    2. Template - select [Tickets by category]
    3. Cache expires - set the age (in hours or minutes) at which the report cache will expire and be wiped from the FocalScope server
    4. Excel template - leave this at the default setting until you want to upload custom Excel templates to the report
  2. Continued in next section...

Figure 1 - Report creation and configuration

Under the [Report parameters] section:

  1. See the Important section below before proceeding with the report configuration
  2. Configure the report's parameters as per your requirements (breakdown of report parameters and filters)
  3. Please note: It is recommended that you enable the filters highlighted in Figure 3 when using the 'ticket statistics' template
  4. [Optional] You can schedule the report for automatic dispatch to users in FocalScope

ImportantThe 'Mappings for category columns' are specifically designed for users to precisely match category data they are interested in to the Category Name & Value columns displayed in the final report. This is done as follows:

  1. The user selects from the [Report columns] field how many Category Name / Value columns they wish the final report to contain
  2. The user then selects from the [Mappings for category columns] field the exact Category Name / Value data to associate with the Category Name / Value columns configured in the previous step. The order in which categories are added to the report configuration determine where they will slot in place in the final report, e.g., adding what may be the fourth category in your FocalScope, let's say 'Quote Requested', to the first slot will cause that category (and its corresponding values) to show as 'Category 1 / Value 1' in the generated report
  3. Please note: If a [Mapping for category columns] is omitted, then the report will display a NO MAPPING! error message in the remaining blank category slots. To fix this error message, please provide category mappings for all category columns

Figure 2 - Parameters unique to the 'tickets by category' report

Figure 3 - Recommended filter configuration

Additional Information

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