Telephony Reports
Monday, April 16, 2018 3:24 AM

Telephony Reports

Focalscope Telephony has 3 reports by default that is built by Excel with Pivot tables.


Note: that for full report feature, you will require Microsoft Office Excel Version 2016. Parts of the excel may not work on older version of Excels.


Call Traffic

To generate a Call Traffic related report, navigate to Telephony Screen > Telephony Reports.


By default the report will be named "100 Call Traffic | The Last Week".

Right click on the report and click on edit.



There are some values/options will need to be changed based on your requirement.

Mandatory Settings:

Date From: Specify the period to have the report started. Alternatively, specify a specific date or time.
Date To: Specify the period to have the report ends. Alternatively, specify a specific date or time.


Optional Settings:

Filter by call type: Select the call type you would like to filter the report for and press the button.

Working hours profile: Select if the report should only office hours setting or also outside office hours settings.
Filter by inbound queue: check if you would like to filter by certain inbound queue.

Filter by outbound queue: check if you would like to filter by certain outbound queue.

Add call path mark to report column: check if you would like to know the call path till the call hangs up.

Include full call path as a separate report field: check if you would like to a seperate report field for the above call path option.

Add object custom properties to report columns: check if you would like to add object custom properties to report columns

Add form field to report columns: check only if you are using forms and would like form values to be added to the report.

Prefix form fields with template name: check only if you are using forms you would like the template name would have the form prefix.

If multiple forms: only if you are using forms, you can select the value to display on the report for the form to use the LAST form assigned to the call or the FIRST form assigned to the call.

Filter by location: If you have multiple locations, you can filter the report for calls specific to selected location.

Queue Metrics

To generate a Queue related report, navigate to Telephony Screen > Telephony Reports.


By default the report will be named "200 Queue Metrics | The Last week".

Right click on the report and click on edit.



Mandatory Settings:

Date From: Specify the period to have the report started. Alternatively, specify a specific date or time.

Date To: Specify the period to have the report ends. Alternatively, specify a specific date or time.

Answered: Select for calls answered, unanswered or both.

SLA start (sec): Set the start of your SLA tracking

SLA step (sec): Set the interval in seconds after the first SLA start

SLA levels: Set the levels for SLA you would like to track.


For above example, SLA tracking starts at 10 seconds. reports will show an additional 3 step for the next 20 seconds intervals and also everything else after the last step.

In the report, you will see

1) calls answered between 0 - 10 seconds (start)

2) calls answered between 11 - 30 seconds (step1)

3) calls answered between 31 - 50 seconds (step2)

4) calls answered between 51 - 70 seconds (step3)

5) calls answered from 70 onwards.

Inbound queue: Select the queue or queues you would like to filter the report for and press the button.

Agent Timesheet

To generate Agent related report, navigate to Telephony Screen > Telephony Reports.


By default the report will be named "300 Agent Timesheet".

Right click on the report and click on edit.




Mandatory Settings:

From: Specify the period to have the report started. Alternatively, specify a specific date or time.

To: Specify the period to have the report ends. Alternatively, specify a specific date or time.

Agents: Select the agent or agents you would like to filter the report for and press the button.

Inbound queue: Select the queue or queues you would like to filter the report for and press the button.


Generating Reports

Once you have confirm the setting, click on the Generate button.

Generating reports may take some time depending on you call volume or the to and from date in the setting.

Once generated, A download report screen will popup.


click on the Download Report button and open the report with Excel.


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