To ensure that questions get required attention from community members and are NOT left unanswered, it’s important for the author to indicate (by selecting “Yes” or “No” when prompted) whether the question was answered. (newly added) Please note that it is also important to respond to EACH comment your question receives. Your Yes or No response ensures an accurate status for your question.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
Reporting & Analytics for B2C Service
Discussion List
-
Agent login count is coming 0Content I'm creating a report that counts agent logins in RN, but in the column where it should count the number of logins, 0 is coming. What could be happening? Version… -
Chat agent idle timeSummary I need to build a report to show the idle time of a chat agentContent Hi, I'm trying to build a report that shows the agent idle time. This is the time that the … -
Filter issue - affecting all Agents Dashboard "My Inbox"Summary Agents use search in the My Inbox and it saves for all usersContent User A runs a report, My Inbox, with a filter: Search_thread and inters in the customer PO. T… -
Can I show the report description in a list of reports?Summary How to show the description of a report in a report that lists other reportsContent We are trying to generate lists of reports for a few different purposes, but … -
Time in a certain dispositionSummary Need a report that will show how long an incident has been in a certain disposition.Content Hi, would anyone have any idea how we can show how long an incident h… -
Created By Account - No ValueSummary Incident Created by account is Null - Unknown - No ValueContent Hi, We ran into one scenario where incident is created by someone but unable to see who created t… -
Download Attachments from Custom object throwing errorSummary I want to create a report that shows a list of attachments in a custom object and be able to download from the report. But error is occuring.Content Hello, I hav…User_2025-10-31-01-08-51-703 38 views 2 comments 1 point Most recent by User_2025-10-31-01-08-51-703 -
Workspace Secondary Report is not showing in BUI ApplicationContent Hi All, In the BUI application, the attached Workspace Secondary Report is not showing. Is this possible? Any idea will be helpful. Thanks, Seethalakshmi S -
Place Staff Account Created By field into a report?Content I have created a Staff Account Latency report that we use to monitor our Staff Accounts to ensure that we do not have users who rarely if ever log into the Suppo… -
Saving a report in your preferred orderSummary Report with several sortable columns. Can different users save the report in their own preferred sort order?Content We have a report that has several sortable co… -
How to format inc_performance.rel_time to secondsSummary How to format inc_performance.rel_time to seconds like 120 instead 0h2m0sContent Hi, I'm not able to format inc_performance.rel_time to seconds, E.g.: 0h 2m 0s t…
-
Search filter incidents.search_threadSummary How to use search filter incidents.search_threadContent Hi, has anyone ever been able to get the search filter incidents.search_thread to function? Our users wan… -
How to report on effective visibility of knowledge articles?Content Hello, I'm looking for a report or information to create a report that will show all our knowledge articles and their effective visibility for our customers. I w…User_2025-10-31-01-08-51-703 37 views 6 comments 0 points Most recent by User_2025-10-31-01-08-51-703
-
Standard Text UsageSummary Report which can show list of total incidents created and Incidents where the standard text was appliedContent I want a report which can give me list of incident…
-
Can the operation of one user affect the entire Service Cloud?Summary Is it possible that the entire service cloud will slow down if you perform a time-consuming search in a report, such as a full incident search?Content Hi, Let me…
-
Percent of Waiting Incidents Auto Closed vs Closed by AgentSummary Percent of Waiting Incidents Auto Closed vs Closed by AgentContent I have a requirement to show the percentage of waiting incidents auto closed by system based u…
-
Applying a Grouping to a calculated columnContent Hi All, I have a calculated column 'Outcome' based on the values on a text field. I want to group and count the sum based on the Calculated Column 'Outcome'. Any…User_2025-02-03-16-56-54-367 51 views 4 comments 0 points Most recent by User_2025-02-03-16-51-39-328 -
Identify for deletion - unused standard textSummary Business needs to identify unused standard text and delete - is there a report available?Content Hi gurus, We have a need (urgent) to identify and remove Standar…User_2025-02-01-08-17-38-818 52 views 7 comments 1 point Most recent by User_2025-03-10-21-27-49-962
-
Report name as report titleSummary Can we use the name of the report to update the title of the reportContent A bit of an "unusual" question but is is possible to update the title of a report usin…
-
Scheduled Report - Best time to run with a server based on UTC timeSummary Looking for best time to set a report to run to collect the most dataContent We are a global call center using one interface. Our sever is set to UTC time. Looki…
-
Changed Queue reportContent Hello - We are trying to create a report to show the amount of time an incident was in a specific queue before being transferred/changed to a different specific … -
Solved Incidents(with out giving response) ReportContent Hi All, Is it possible to create solved incidents report in OSVC which has list to solved incidents that has been set to solved status with out giving response b…User_2025-02-10-15-50-53-070 40 views 8 comments 0 points Most recent by User_2025-02-03-22-07-33-802
-
Help with scheduled report filterSummary Help with scheduled report filterContent Hello, I'm trying to schedule a report to run late at night, daily, and report on the past 22 hours of answer views. I'm… -
Priority of the queue assigned to the profileSummary Is there a way to get information in regards the place of the queue in the queue list on profile without opening profile itselfContent We use different pull poli…User_2025-02-05-22-15-05-123 38 views 1 comment 0 points Most recent by User_2025-02-03-16-51-39-328
-
Extract the 'sent to' email address in the header, not the 'delivered to'Summary We need to know what email address our customers are utilizing, we have dozen of them.Content We have dozen email address our customers can use. We need to under…
-
Error- Non-existent column: 'ID' for the column "Incident.PrimaryContact.ID" field in connect objSummary Error- Non-existent column: 'ID' for the column "Incident.PrimaryContact.ID" field in connect object explorer in incident objectContent Error- Non-existent colum…
-
Run time filters not showing up in BUI report toolbarSummary We have a report that is not allowing us to select 'Search', 'Refresh' or 'Reset'Content When we have run time filters enabled, one one report, we are not gettin…
-
Exported report with links in console vs BUISummary Exported report with links in console vs BUIContent Hello, We recently discovered that when exporting a report with links (excel) in the OSvC console is slightly…
-
Error- Report Query size limitation for incident reportSummary We have facing issue of query size limitations for incident report "query size limitations for report "Content We have facing issue of query size limitations for…
-
Different MailboxesSummary We have different emails set up for 1 mailboxContent We have multiple emails set to one mailbox. We are trying to run a rule that filters these emails out by the…