Explanation of fields in the 'SLA conformation audit log' report
Friday, December 2, 2016 8:32 AM

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.



Tutorial

  1. In the [Workspace], navigate to the [Shared Items > Shared Reports] folder
  2. In the right-hand pane, right-click and select [Add]
  3. From the [Template] dropdown list, select the [SLA conformation audit log]
  4. Select a [Working hours profile] against which to measure ticket aging. Please note: Leaving this field [Blank] means that the SLA conformation will be calculated according to the working hours profile specified in the folder properties of the individual folders where tickets reside
  5. Select an [SLA profile] against which to measure ticket aging. Please note: leaving this field [Blank] means that the SLA conformation will be calculated according to the SLA profile specified in the folder properties of the individual folders where tickets reside
  6. Set your preferred parameters for the report
    1. Please note: the [Stop SLA on] field is used to dynamically calculate the SLA calculations for the report depending on how SLA adherence is to be evaluated. Available settings are:
      • [Email replied] - calculates the SLA threshold and overdue values for the report as per the time emails were replied
      • [Ticket closed] - calculates the SLA threshold and overdue values for the report as per the time tickets were closed
      • [Replied or closed] - calculates the SLA threshold and overdue values for the report by using both email replied and ticket closed timeframes--precedence is given to whichever action occurred first
  7. Click [Generate] and select the file format in which to download the Shared Report

 

Figure 1 - Generating the Shared Report

'SLA conformation audit log' Shared Report breakdown

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:


FieldDescription
TicketTicket 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 StateState of the ticket (E.g., OpenClosedOn HoldDeleted)
Ticket SubstateThe Custom Ticket State Tab in which the ticket resides
TicketboxThe name of the ticketbox to which the ticket belongs
Ticketbox FolderThe full path to the parent folder of the ticketbox
SentThe date and time at which the email was sent according to the sender (contained in the email headers)
ReceivedThe date and time at which the ticket was received in FocalScope
Ticket CreatedThe date and time at which the ticket was created (when the root message was delivered in FocalScope)
First ClosedThe date and time at which the ticket was first closed by an agent in FocalScope
Last ClosedThe date and time at which the ticket was last closed by an agent in FocalScope
First Closed After ReceivedThe date and time at which the ticket was closed after the specific email was added to the ticket
# closedThe number (#) of times the ticket was closed by agents in FocalScope
RepliedThe 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 thresholdThe 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 thresholdThe 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 thresholdThe 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 thresholdThe 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 thresholdThe 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 
SubjectThe subject line of the email
FromThe [From] header information of the email
ToThe [To] header information of the email
In/Out
The 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
AgentThe name of the agent who is currently assigned to the ticket
SenderThe name of the agent who sent the email
Follow Up
The color of the follow-up flag - one of the following:
  • 'purple'
  • 'orange'
  • 'green'
  • 'goldenrod'
  • 'blue'
  • 'darkred'
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
Reply IDThe internal ID of the reply sent to the email
Category 1 NameThe name of the 1st category assigned to the ticket (categories are ordered by their 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
Category 3 NameThe name of the 3rd category assigned to the ticket
Category 3 ValueThe value of the 3rd category assigned to the ticket
Category 4 NameThe name of the 4th category assigned to the ticket
Category 4 ValueThe value of the 4th category assigned to the ticket
Category 5 NameThe name of the 5th category assigned to the ticket
Category 5 ValueThe 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



Figure 2 - Data fields as they appear in the Shared Report