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Reporting & Analytics for B2C Service
Discussion List
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Disconnected chatsSummary Trying to determine the amount of time it takes a requeued chat to be assigned after being disconnectedContent Hello - I'm trying to determine the amount of time… -
Global Change to Column Format OptionsSummary Is it possible to globally change common options in a report?Content Just wondering if anyone has come across an option to change common options across multiple …User_2025-02-03-18-42-00-650 27 views 4 comments 0 points Most recent by User_2025-02-03-18-42-00-650 -
Dashboard Parameter Values Filer is blank on runSummary Dashboard with 10 reports. most all have a filter of inc.performance.group_id. In edit, I have selected this to default to Logged In. On run of Dashboard, filter… -
How to combine multiple transactions: Count incidents routed when not solved at the same timeSummary Report showing destination queue by agent when status was not solvedContent I have a report that shows the number of incidents each agent has routed to specific …User_2025-03-10-21-27-49-962 42 views 9 comments 1 point Most recent by User_2025-03-10-21-27-49-962 -
Report schedule to send data only when it has dataSummary Report schedule to send data only when it has dataContent Hi, I have a report with a schedule in it , need to send the schedule only when it has data in it.I tri…User_2025-02-03-22-07-33-802 59 views 7 comments 2 points Most recent by User_2025-02-07-23-45-47-870
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Report to count occurrences of subst characters in a subject lineSummary Report to count occurrences of a subst of characters in a subject line which vary depending on customer requirementContent Hi all. I'm not sure if this can be do…User_2025-02-01-08-17-38-818 43 views 0 comments 1 point Most recent by User_2025-02-01-08-17-38-818
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Search for incidents containing specific words or numbersSummary Report not finding all incidents containing specific word or numbersContent Hi! I hope you can help me figure this thing out. We have a report where agents can s…User_2025-03-10-21-27-49-962 66 views 15 comments 1 point Most recent by User_2025-03-10-21-27-49-962
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Business Rule LogSummary Looking to find when a business rule was last updatedContent Is there a way to find out when we last updated a Business Rule? We did make an update, incorrectly,…
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distinct group_concatSummary How to get a group concat to only show distinct values?Content Hello, I have a parent table with two children tables (siblings). I need information from one chil…User_2025-10-31-01-08-51-703 235 views 33 comments 1 point Most recent by User_2025-02-03-16-51-39-328
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Not able to fetch the records in the report because the size is exceeding the LimitSummary When searched for the report, since the no. of records fetched is very large, not able to process it. Please find the screen shot attached and let me know how ca…User_2025-02-06-00-30-44-017 45 views 5 comments 1 point Most recent by User_2025-02-06-00-30-44-017
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How to update the new list and home tab in for this reportContent We need to delete some objects from the new list and update also home tab -
Trim characters before or after a space, or other seperator.Summary We have a custom key word routing script to route our incoming email incidents to the proper queues and products. We are looking to see what keyword rules trigge…
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Custom object as a drop down filterSummary Workaround solution for Drop down filterContent I have custom object BallotExclusion linked to contact object. In report filter, I need to show Exclusion reason …User_2025-02-03-16-53-11-440 27 views 0 comments 1 point Most recent by User_2025-02-03-16-53-11-440
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How to hide/remove Duplicate rows on incident report without using Group_result/Aggregate functions.Summary How can I get my report to display only unique values instead of having multiple rows with the same value?Content Hi All Business Use case: Incident Quick search…
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INC_PERFORMANCE TABLE - CREATE TO FINAL RESOVLE DISCREPANCYSummary INC_PER TABLE SHOWS CREATE TO FINAL RESOVLE SHOW CORRECT DATE WRONG AGENTContent Agent X - closed incident 10/13/2020 Customer - updated incident Agent Y - close…
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How to Filter Assigned field in Task Report(Inline Edit) based on Logged WiseSummary is there any way to only Filter Assigned field data based on the logged in.Content Hi All We have a use case , Area Managers will be reassign tasks to Service En…
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How to restrict Completed Tasks in-line edit for Assigned field.Summary It is not possible to restrict Completed Tasks in-line edit for Assigned field.Content Hi All Business Scenario: Auto Tasks ( Travel to Customer and Replace FR m…
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Daily rolling 7-day averages?Summary Is it possible to create a report showing prior 7-day rolling averages for a metric, by Day?Content Hello - I'd like to create a report that presents a daily rol… -
Display filter value as output in a rowSummary display value passed in a filter, as output in a rowContent Hi all, We have a report to lookup contacts by it's c_id. The requirement is that even if no contact …
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Need to validate out of box FCRR usefullnessSummary We need to determine if we can use the out of box FCRR Infolet formula for Agent FCRR or we need to customize to meet our definitionContent The current out of th…
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Using Functions in Report Header and FooterContent I need to report the date of data in a report header (yesterday) as opposed to the date the report was created {CurrentDate}. Is there a way to put the day befor…
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Looking to find a the table that hosts text result for graph reportsSummary in an Infolet report - Current Backlog, there is a column showing Open Incidents and Responded. I am looking for the associated table. msg_lookup is a command bu…
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Agent Total Response Time field discrepancy: exact definition please?Summary Unclear on the discrepancy between this value, and the datediff from session creation to agent engagementContent In building some basic chat reporting, I want to…
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Closed and Created incidents reportContent Hi Gurus, We want to show the report on last 3 months, how many is created on particular month and how many closed on particular month. I have used date_group(in… -
Is there a way to list the reports not used ?Summary Can we list all the reports not used in Service Cloud ?Content Hi Team I am looking for a standard or custom one to list all the reports that are not used in the… -
Backlog and Closed Cases ReportContent Has anyone created a report that includes both open and closed cases? I want to display a row for each case where it is still in an open status or if it was clos…
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Incident report - assigned to a second groupSummary Incident report that shows if an incident was transferred to a different groupContent Hello, I've been trying to figure out how to display the following scenario…
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what is exact columns names for Parent.ID and Parent.Name in category table?Summary what is exact columns names for Parent.ID and Parent.Name in category table?Content Building report for Categories table , looking two columns Parent.ID and Pare…
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Chart display issues Desktop vs BUISummary Chart displaying differently in BUIContent Hi, I'm having a hard time getting a chart to display the same way on BUI as it is on the agent desktop. Any tips woul… -
Preview incident - without opening workspace?Content Hello! Could not locate any information in documentation or here at the community, so here goes: My agents wants a preview function of incident (customer thread)…User_2025-02-01-08-38-15-811 24 views 5 comments 1 point Most recent by User_2025-02-03-20-46-35-138