Explanation of fields in response-time reports
Friday, December 2, 2016 8:30 AM

To get the most out of your FocalScope reports, it is critical that you understand what data is presented in the various fields of the report. This article will detail what each field in the Response time reports correlates to. These reports can be used to build custom summary reports by using Excel as the front end and pivot tables / charts to represent the report data.

Prerequisites

Understanding 'incoming-reply' pairs for response-time reports


Tutorial

  1. In the [Workspace], navigate to the [Shared Items > Report Center] folder
  2. Double-click the [Response time - Report name] report in the right-hand pane

Figure 1 - Response time reports

'Response time - Detailed list' report breakdown

Please note, the raw report data in the Response time - Detailed list report can be used to verify the data in the summary reports Response time - Totals per agent / ticketbox. The following table details the name of each field in the report as well as the description of the data / information each field represents:

FieldDescription
SenderThe email address of the sender
SubjectThe subject-line string of the email
SentThe day/month/year + hour:minute at which the ticket was sent by the [Sender]
ReceivedThe day/month/year + hour:minute at which the ticket was received in FocalScope
RepliedThe day/month/year + hour:minute at which the ticket was replied to by an agent
Put on holdThe day/month/year + hour:minute at which the ticket was placed on hold. (This column is left blank if a an on hold ticket was not reopened)
ReopenedThe day/month/year + hour:minute at which a the ticket placed on hold was reopened. (This column is left blank if the ticket was not placed on hold)
PriorityWhether the email was marked as high or low priority when it entered the system. (Normal priority is left blank)
Ticket #The ticket number associated with the ticket
TicketboxThe ticketbox (shared folder) where the ticket resides in the system
Response time
(hh:mm)
The number of hours and minutes that passed before the ticket was responded to by an agent
Receive delay
(hh:mm)
The number of hours and minutes that passed between the email being sent by the [Sender] and received in FocalScope. Please note, Sometimes this column can show negative values, e.g., -00:02. This indicates a mismatch in the sender's and recipient's system times and is better explained in this article
AgentThe name of the agent to whom the ticket is currently assigned

Table 1 - Response time - Detailed list fields and descriptions


'Response time - Totals per ticketbox' report breakdown

The following table details the name of each field in the report as well as the description of the data / information each field represents:


FieldDescription
TicketboxThe ticketbox (shared folder) where the ticket resides in the system
E-mail ResponsesThe total number of incoming-reply pairs per [Ticketbox]. To learn about incoming-reply pairs, see this article
Avg. ResponseThe average of all agent response times recorded for the [Ticketbox]. Please note, format is in hh:mm
Avg.%The percentage of agent responses that falls within the [Ticketbox's] [Average Response] time
Avg.+1The percentage of agent responses that falls within the [Ticketbox's] [Average Response] time plus one hour
Avg.+2The percentage of agent responses that falls within the [Ticketbox's] [Average Response] time plus two hours
Avg.+3The percentage of agent responses that falls within the [Ticketbox's] [Average Response] time plus three hours
Avg.+4The percentage of agent responses that falls within the [Ticketbox's] [Average Response] time plus four hours
MaxThe longest recorded time lapse before an agent responded to a ticket. Please note, format is in hh:mm
MinThe shortest recorded time lapse before an agent responded to a ticketPlease note, format is in hh:mm
IsSummaryA flag that indicates if the corresponding row is a summary of the preceding rows in the report - values: 1 / blank

Table 2 - Response time - Totals per ticketbox fields and descriptions


'Response time - Totals per agent' report breakdown

The following table details the name of each field in the report as well as the description of the data / information each field represents:


FieldDescription
AgentThe name of the agent to whom the ticket is currently assigned
E-mail ResponsesThe total number of incoming-reply pairs per [Agent]. To learn about incoming-reply pairs, see this article
Avg. ResponseThe average of all response times recorded for the [Agent]Please note, format is in hh:mm
Avg.%The percentage of the agent's responses that falls within his / her own [Average Response] time
Avg.+1The percentage of the agent's responses that falls within his / her own [Average Response] time plus one hour
Avg.+2The percentage of the agent's responses that falls within his / her own [Average Response] time plus two hours
Avg.+3The percentage of the agent's responses that falls within his / her own [Average Response] time plus three hours
Avg.+4The percentage of the agent's responses that falls within his / her own [Average Response] time plus four hours
IsSummaryA flag that indicates if the corresponding row is a summary of the preceding rows in the report - values: 1 / blank

Table 3 - Response time - Totals per agent fields and descriptions


Additional Information

Understanding 'incoming-reply' pairs for response-time reports