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Explanation of fields in response-time reports
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
- In the [Workspace], navigate to the [Shared Items > Report Center] folder
- 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:
| Field | Description |
|---|---|
| Sender | The email address of the sender |
| Subject | The subject-line string of the email |
| Sent | The day/month/year + hour:minute at which the ticket was sent by the [Sender] |
| Received | The day/month/year + hour:minute at which the ticket was received in FocalScope |
| Replied | The day/month/year + hour:minute at which the ticket was replied to by an agent |
| Put on hold | The 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) |
| Reopened | The 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) |
| Priority | Whether 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 |
| Ticketbox | The 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 |
| Agent | The 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:
| Field | Description |
|---|---|
| Ticketbox | The ticketbox (shared folder) where the ticket resides in the system |
| E-mail Responses | The total number of incoming-reply pairs per [Ticketbox]. To learn about incoming-reply pairs, see this article |
| Avg. Response | The 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.+1 | The percentage of agent responses that falls within the [Ticketbox's] [Average Response] time plus one hour |
| Avg.+2 | The percentage of agent responses that falls within the [Ticketbox's] [Average Response] time plus two hours |
| Avg.+3 | The percentage of agent responses that falls within the [Ticketbox's] [Average Response] time plus three hours |
| Avg.+4 | The percentage of agent responses that falls within the [Ticketbox's] [Average Response] time plus four hours |
| Max | The longest recorded time lapse before an agent responded to a ticket. Please note, format is in hh:mm |
| Min | The shortest recorded time lapse before an agent responded to a ticket. Please note, format is in hh:mm |
| IsSummary | A 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:
| Field | Description |
|---|---|
| Agent | The name of the agent to whom the ticket is currently assigned |
| E-mail Responses | The total number of incoming-reply pairs per [Agent]. To learn about incoming-reply pairs, see this article |
| Avg. Response | The 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.+1 | The percentage of the agent's responses that falls within his / her own [Average Response] time plus one hour |
| Avg.+2 | The percentage of the agent's responses that falls within his / her own [Average Response] time plus two hours |
| Avg.+3 | The percentage of the agent's responses that falls within his / her own [Average Response] time plus three hours |
| Avg.+4 | The percentage of the agent's responses that falls within his / her own [Average Response] time plus four hours |
| IsSummary | A 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