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Explanation of fields in the Compatibility report
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
- In the [Workspace], navigate to the [Shared Items > Shared reports] folder
- Right-click in the right-hand pane and select [Add]
- 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:
| Field | Description |
|---|---|
| Ticket State | State 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 |
| Ticketbox | The name of the ticketbox to which the ticket belongs |
| Ticketbox Folder | The full path to the parent folder of the ticketbox |
| Ticket Year | The year for the [Ticket Created Date] field |
| Ticket Quarter | The quarter of the year for the [Ticket Created Date] field |
| Ticket Month | The month of the year for the [Ticket Created Date] field |
| Category 1 Name | The name of the 1st category assigned to the ticket (categories are ordered by creation time) |
| Category 1 Value | The value of the 1st category assigned to the ticket |
| Category 2 Name | The name of the 2nd category assigned to the ticket |
| Category 2 Value | The 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 Date | The date at which the ticket was created (when the root message was delivered in FocalScope) |
| Ticket Created Time | The time at which the ticket was created (when the root message was delivered in FocalScope) |
| Ticket Modified Date | The 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 Time | The 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 Date | The date when the ticket was closed (this field will be empty for open tickets) |
| Ticket Closed Time | The date when the ticket was closed (this field will be empty for open tickets) |
| Received Date | The date when the ticket was received in FocalScope |
| Received Time | The time when the ticket was received in FocalScope |
| Sent Date | The date the email was sent according to the sender (contained in the email headers) |
| Sent Time | The time the email was sent according to the sender (contained in the email headers) |
| In/Out | The message type - one of the following:
|
| Follow Up | The email color - one of the following:
|
| Agent | The agent currently assigned to the ticket |
| Subject | The subject of the email |
| From | The email [From] header |
| To | The email [To] header |
| ID | The internal ID of the email |
| Parent ID | The internal ID of the parent email as visible in the [By Thread] view. This is the same as the [ID] for the root message |
| Sender | The agent who sent the email |
| Category 3 Name | See [Category 1] and [Category 2] fields (above) for details |
| Category 3 Value | See [Category 1] and [Category 2] fields (above) for details |
| Category 4 Name | See [Category 1] and [Category 2] fields (above) for details |
| Category 4 Value | See [Category 1] and [Category 2] fields (above) for details |
| Category 5 Name | See [Category 1] and [Category 2] fields (above) for details |
| Category 5 Value | See [Category 1] and [Category 2] fields (above) for details |
| Ticket Substate | The 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