To get the most out of your FocalScope Shared Reports, it is critical that you understand what data is presented in the various fields of a Shared Report. This article will detail what each field in the [SLA conformation audit log] Shared Report correlates to. These Shared 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.
Figure 1 - Generating the Shared Report
The following table details the name of each field in the Shared Report as well as the description of the data / information each field represents:
Field | Description |
---|---|
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 |
Ticket State | State of the ticket (E.g., Open, Closed, On Hold, Deleted) |
Ticket Substate | The Custom Ticket State Tab in which the ticket resides |
Ticketbox | The name of the ticketbox to which the ticket belongs |
Ticketbox Folder | The full path to the parent folder of the ticketbox |
Sent | The date and time at which the email was sent according to the sender (contained in the email headers) |
Received | The date and time at which the ticket was received in FocalScope |
Ticket Created | The date and time at which the ticket was created (when the root message was delivered in FocalScope) |
First Closed | The date and time at which the ticket was first closed by an agent in FocalScope |
Last Closed | The date and time at which the ticket was last closed by an agent in FocalScope |
First Closed After Received | The date and time at which the ticket was closed after the specific email was added to the ticket |
# closed | The number (#) of times the ticket was closed by agents in FocalScope |
Replied | The date and time at which an agent in FocalScope first replied to the email |
SLA1 Offset (hh:mm) | The age a ticket needs to reach to initiate the 1st SLA event |
SLA1 threshold | 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) |
SLA1 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 |
SLA1 delay (hh:mm:ss) | The lapse in time indicating how long ago the email / ticket should have been replied to / closed |
SLA2 Offset (hh:mm) | The age a ticket needs to reach to initiate the 2nd SLA event |
SLA2 threshold | 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) |
SLA2 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 |
SLA2 delay (hh:mm:ss) | The lapse in time indicating how long ago the email / ticket should have been replied to / closed |
SLA3 Offset (hh:mm) | The age a ticket needs to reach to initiate the 3rd SLA event |
SLA3 threshold | 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) |
SLA3 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 |
SLA3 delay (hh:mm:ss) | The lapse in time indicating how long ago the email / ticket should have been replied to / closed |
SLA4 Offset (hh:mm) | The age a ticket needs to reach to initiate the 4th SLA event |
SLA4 threshold | 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) |
SLA4 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 |
SLA4 delay (hh:mm:ss) | The lapse in time indicating how long ago the email / ticket should have been replied to / closed |
SLA5 Offset (hh:mm) | The age a ticket needs to reach to initiate the 5th SLA event |
SLA5 threshold | 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) |
SLA5 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 |
SLA5 delay (hh:mm:ss) | The lapse in time indicating how long ago the email / ticket should have been replied to / closed |
Subject | The subject line of the email |
From | The [From] header information of the email |
To | The [To] header information of the email |
In/Out | The message type - one of the following:
|
Agent | The name of the agent who is currently assigned to the ticket |
Sender | The name of the agent who sent the email |
Follow Up | The color of the follow-up flag - one of the following:
|
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 |
Reply ID | The internal ID of the reply sent to the email |
Category 1 Name | The name of the 1st category assigned to the ticket (categories are ordered by their 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 |
Category 3 Name | The name of the 3rd category assigned to the ticket |
Category 3 Value | The value of the 3rd category assigned to the ticket |
Category 4 Name | The name of the 4th category assigned to the ticket |
Category 4 Value | The value of the 4th category assigned to the ticket |
Category 5 Name | The name of the 5th category assigned to the ticket |
Category 5 Value | The value of the 5th category assigned to the ticket |
Originating Ticket # | The originating ticket number for emails sent or forwarded from one agent / group to another agent / group within the same FocalScope instance (as the recipient will have a new ticket created on their side for the sent / forwarded message) |
Table 1 - Data fields and descriptions
0 Comments