Explanation of fields in the 'Compatibility - detailed email list' report
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 [Compatibility - detailed email list] report 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.



Tutorial

  1. In the [Workspace], navigate to the [Shared Items > Shared reports] folder
  2. Right-click in the right-hand pane and select [Add]
  3. In the [Report form], set the template to [Compatibility - detailed email list]



Figure 1 - Launching the report

'Compatibility - detailed email list' 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
Ticket StateState of the ticket (E.g., Open, Closed, On Hold, Deleted)
Ticket#Ticket number
Ticket Root(Y/N)(Y) If the message is the top-level (root) message of the ticket, (N) if the (Y) condition does not apply
TicketboxThe name of the ticketbox to which the ticket belongs
Ticketbox FolderThe full path to the parent folder of the ticketbox
Ticket YearThe year for the [Ticket Created Date] field
Ticket QuarterThe quarter of the year for the [Ticket Created Date] field
Ticket MonthThe month of the year for the [Ticket Created Date] field
Category 1 NameThe name of the 1st category assigned to the ticket (categories are ordered by creation time)
Category 1 ValueThe value of the 1st category assigned to the ticket
Category 2 NameThe name of the 2nd category assigned to the ticket 
Category 2 ValueThe value of the 2nd category assigned to the ticket
SLA 1 Threshold(min.)The time, in minutes, when the SLA warning was triggered (requires the [Report] flag to be ticked in the SLA profile for this value to be included in the report)
SLA 1 Overdue(Y/N)(Y) If the SLA is overdue (no reply to the email for longer than the SLA threshold specifies), (N) if the (Y) condition does not apply
SLA 1 Overdue(min.)The time, in minutes, for which there was no reply to the email. The ticket state is not taken into account for this field, i.e., even closed tickets will show an overdue time if unreplied
SLA 2 Threshold(min.)The time, in minutes, when the SLA warning was triggered (requires the [Report] flag to be ticked in the SLA profile for this value to be included in the report)
SLA 2 Overdue(Y/N)(Y) If the SLA is overdue (no reply to the email for longer than the SLA threshold specifies), (N) if the (Y) condition does not apply
SLA 2 Overdue(min.)The time, in minutes, for which there was no reply to the email. The ticket state is not taken into account for this field, i.e., even closed tickets will show an overdue time if unreplied
Ticket Created DateThe date at which the ticket was created (when the root message was delivered in FocalScope)
Ticket Created TimeThe time at which the ticket was created (when the root message was delivered in FocalScope)
Ticket Modified DateThe date of the most recently created message (email) in the ticket. In the interface, this field is used to sort tickets with new messages and place them at the top of the [By Thread] & [By Date] message-list views
Ticket Modified TimeThe time of the most recently created message (email) in the ticket. In the interface, this field is used to sort tickets with new messages and place them at the top of the [By Thread] & [By Date] message-list views
Ticket Closed DateThe date when the ticket was closed (this field will be empty for open tickets)
Ticket Closed TimeThe date when the ticket was closed (this field will be empty for open tickets)
Received DateThe date when the ticket was received in FocalScope
Received TimeThe time when the ticket was received in FocalScope
Sent DateThe date the email was sent according to the sender (contained in the email headers)
Sent TimeThe time the email was sent according to the sender (contained in the email headers)
In/OutThe message type - one of the following:
  • 'I' - Incoming
  • 'O' - Outgoing
  • 'POST' - Post-to-folder
  • 'SMS' - SMS
  • 'AR' - Automatic reply
  • 'DRAFT' - Draft
  • 'O(ERR)' - Outgoing message that failed to send
Follow UpThe email color - one of the following:
  • 'purple'
  • 'orange'
  • 'green'
  • 'goldenrod'
  • 'blue'
  • 'darkred'
AgentThe agent currently assigned to the ticket
SubjectThe subject of the email
FromThe email [From] header
ToThe email [To] header
IDThe internal ID of the email
Parent IDThe internal ID of the parent email as visible in the [By Thread] view. This is the same as the [ID] for the root message
SenderThe agent who sent the email
Category 3 NameSee [Category 1] and [Category 2] fields (above) for details
Category 3 ValueSee [Category 1] and [Category 2] fields (above) for details
Category 4 NameSee [Category 1] and [Category 2] fields (above) for details
Category 4 ValueSee [Category 1] and [Category 2] fields (above) for details
Category 5 NameSee [Category 1] and [Category 2] fields (above) for details
Category 5 ValueSee [Category 1] and [Category 2] fields (above) for details
Ticket SubstateThe Custom Ticket State Tab in which the ticket resides

Table 1 - Data fields and descriptions



Figure 2 - Data fields as they appear in the report preview