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View helpful articles, tutorials and FAQs on the set-up and configuration

of the FocalScope omnichannel suite, according to best practice.

Custom Excel templates for FocalScope - weekly statistics

FocalScope grants users the ability to create customized templates that show and arrange the report data most relevant to their needs. Attached is an example Excel template that can be used as a starting point for creating your own custom templates.


Please note:

  1. It is required to add your FocalScope URL into the Trusted sites  security zone in Microsoft Internet Explorer on all computers where FocalScope Excel reports will be used
  2. After adding your FocalScope URL to the Trusted sites zone, it is required to restart both FocalScope and Microsoft Excel to ensure that all Excel documents are closed during the restart
  3. When adding pivot tables and charts into custom report templates, you must use 'Raw Data'!RawData as the data source for the table or a chart

How to implement a Ticket Statistics report for the current week

  1. In the [Main menu], select [Screen > Workspace]
  2. Open the [Report Center] folder
  3. Right click the [Detailed - E-mail list] base report in the right hand side list and select [Derive New]
  4. Put the Current week email statistics into the [Report name] field of the form. (It is very important to give reports descriptive names as filtering options are not easily observed during report generation, which can be confusing for report users)
  5. Upload the attached EmailPerCategory.xls report template into the [Report template] field by clicking the [...] button to the right of the field
  6. Click the [Edit] button in the [Filtering options] section
  7. Click the [...] button of the [Folder] field to select Shared Items/Ticketboxes as the field value as we're interested only in emails shared by the agents
  8. Make sure the [Include subfolders] flag is ticked to include all ticketboxes in the report data
  9. Click on the blue arrow next to the [From] date field and select [Yesterday, last week etc.] from the options
  10. Specify the 1st day of current week in the [From] field (please take note of the date example following the field)
  11. In the [Advanced] section, tick the [Ticket root] flag as we are not interested in individual emails in this report but in whole tickets
  12. Click [Ok] to close filtering options form
  13. Click [Save] to save the report

Figure 1 - Using a new report template

How to consume a Ticket Statistics report

  1.  In the [Main menu], select [Screen > Workspace]
  2. Open the [Report Center] folder
  3. Right click the [Current week ticket statistics] base report in the right hand side list and select [Open]
  4. In the form, click the [Excel] button to download the report
  5. You must save the report to your local disk for the pivot tables and charts embedded in the report to work properly
  6. Open the saved file in Microsoft Excel
  7. If Excel gives a message Security Warning, click [Enable content] on the yellow warning bar to download the actual report data from the FocalScope server
  8. Optionally, it is possible to change report filtering options just for the current report session:
    1. Click the [Edit] button in the report form
    2. Change the filtering options and click [Ok] to apply the change
    3. Please note, the changes are not saved and next time the report form is opened. The filtering options will be reset to the values specified during the report creation
  9. To change filtering and other report parameters permanently, right click the report in the list and use [Edit] command

How to create a Ticket Statistics report for the current month

  1. Follow the steps in the How to implement ticket statistics report for the current week section
  2. Change the name of the report to Current month email statistics in point 4
  3. Also change the filtering options accordingly, i.e., put the 1st day of the current month in the [From] field


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If you have any questions, or need further support, please don’t hesitate to reach out.