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Explanation of fields in the SLA conformation audit log
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
- In the [Workspace], navigate to the [Shared Items > Shared Reports] folder
- In the right-hand pane, right-click and select [Add]
- From the [Template] dropdown list, select the [SLA conformation audit log]
- 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
- 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
- Set your preferred parameters for the report
- 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
- 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:
- 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:
| 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
Figure 2 - Data fields as they appear in the Shared Report