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of the FocalScope omnichannel suite, according to best practice.

Custom Excel templates - No. of personal incoming emails

FocalScope gives users the ability to create customized templates to arrange and represent the report data most relevant to their needs. Attached is an example Excel template that can be used as a starting point for creating your own custom templates. This article details how to upload, configure, and use a custom Excel template to represent FocalScope report data in a manner that is coherent and intelligible to you.


  1. You need to add your FocalScope URL to the Trusted sites security zone in Microsoft Internet Explorer on all computers where FocalScope-Excel reports will be used
  2. After adding your FocalScope URL to the Trusted sites zone, you need to restart both FocalScope and Microsoft Excel to ensure that all Excel documents are closed so the security changes can be applied successfully
  3. When adding pivot tables and charts into custom report templates, you must use 'Raw Data'!RawData as the data source for the table or chart
  4. Please note, in order to use this report to gather information on all the users in your FocalScope instance, you need to generate this report from an account that has all the users in your system added to its Agent Views - How to set up Agent Views
  5. Please note, for users using the On-Premise Edition of FocalScope, you will need to install the 32-bit version of the Microsoft Excel 2007 driver


Configuring the custom report for the last week

  1. In the [Main menu], select [Screen > Workspace]
  2. Select the [Report Center] folder
  3. Right click the [Detailed - E-mail list] base report in the right-hand side list and select [Derive New]
  4. Type Last week - Number of personal incoming emails per agent into the [Report name] field of the form. (It is very important to give reports descriptive names as filtering options are not easily observed during report generation, which can case confusion for report users)
  5. Click the [...] button right of the [Report template] field and select the NumerOfPersonalIncomingEmailsPerAgent.xlsx report template (downloadable from the attachment section of this article)
  6. Click the [Edit] button in the [Filtering options] section
  7. Leave the [Folder] field blank. We want the report to search the entire system
  8. Tick the [Include subfolders] flag to include all subfolders in the report data
  9. Click on the blue arrow next to the [From] date field and select [Yesterday, last week etc.] from the options
  10. Select [Last week] from the newly available dropdown list in the [From] field
  11. In the [Advanced] section, tick the [Incoming] and [Exclude Deleted] flags. We are not interested in outgoing or deleted emails for this particular report
  12. Click [Ok] to save the changes made to the filtering options form
  13. Click [Save] to save the new custom report

Figure 1 - Configuring a new custom report

Consuming the custom report

  1. In the [Main menu], select [Screen > Workspace]
  2. Open the [Report Center] folder
  3. Right click the [Number of personal incoming emails per agent] base report in the right-hand side list and select [Open]
  4. In the form, click the [Excel] button to download the report
  5. You must save the report to your local disk for the pivot tables and charts embedded in the report to work properly
  6. Open the saved file in Microsoft Excel
  7. If Excel gives a message Security Warning, click [Enable content] in the yellow warning bar to download the actual report data from your FocalScope serve. Please note, you need to be logged into your FocalScope instance for the report to be able to access the data in FocalScope
  1. Optionally, it is possible to change report filtering options just for the current report session:
    1. Click the [Edit] button in the report form
    2. Change the filtering options and click [Ok] to apply the change
    3. Please note, the changes are not saved and the next time the report form is opened, the filtering options will be reset to the values specified during the report creation
  2. To change the filtering and other report parameters permanently, right click the report in the list and use the [Edit] command

Creating another custom report for the last month

Please note, for reports that are to be generated during office hours, it is recommended that the time interval for the report not exceed one month. On larger databases, this may cause reduced system performance when these reports are generated, which may affect productivity in FocalScope.

  1. Follow the steps in the 'Configuring the custom report for the last week' section of this article
  2. Change the name of the report to Last month - Number of personal incoming email per agent in point 4
  3. Also, change the filtering options accordingly, i.e., select [Last month] from the dropdown list in the [From] field

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