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Reporting & Analytics for B2C Service
Discussion List
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Handle-Time per Agent for Transferred ChatsContent Does anyone have experience calculating handle-time per agent across a single chat, when multiple agents have handled the chat? For example, if I initially handl… -
Report definitionSummary Report definition for AVG Incidents per dayContent Hello everyone, Is there a way to create the following reports? * Avg Email Incidents per Day * Avg Email Hand… -
Summary reportSummary Incident report summaryContent I have been working on a summary report, but I cannot get the max value from the count column Final count max Sumitted 0 (max-coun…User_2025-02-04-23-27-31-855 44 views 2 comments 0 points Most recent by User_2025-02-04-23-27-31-855
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Switching between design and report view - changes not updatingSummary Editing a report (with save), but changes not updating when switching from design to report viewContent Hi all. When making changes to existing public reports I'…
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Filtering on phone field, ph_home_raw, exceeds query size limitationSummary Why does filtering on ph_home_raw analyze so many rows compared to ph_homeContent When I filter on ph_home, the Analyzer tells me that the estimated number of an…
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Table name to get instances linkSummary Table name to get instances linkContent Is there any table available to store the instance link In ebz icx_parameters stores URL of the instance Thanks in advanc… -
Make non-root table editableContent Hi, I have a custom object. There's a field in this object called SelfReference which has a relationship with the ID of the same object i.e. it self references. … -
Data import in MON-YY format - has to be stored as text - how can it be converted in reportSummary I have issues with converting a text field to a date field in format MON-YYContent I have a file I need to manually import and it has a date value in the MON-YY …
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User Defined list and No ValuesSummary Report & filtering out using user defined listContent Hi There, I've created a report that has a user defined list ($Locations). This variable is used to filter …
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No Value not included in Slice DisplaySummary No Value not included in Slice DisplayContent Hi, Trying to figure out how to include the No Value agent in the slice in one of our reports. Currently, when repo… -
Unique values in a reportSummary Unique values in a reportContent Good afternoon, Our business users have a report that is duplicating Answer IDs. We'd like to display only the unique Answer IDs… -
Show email address Incident forwardedSummary Show email address Incident forwardedContent I have a simple report which displays incident product name and type, contact details, status. If the incident is fo…User_2025-02-03-18-05-12-461 28 views 14 comments 0 points Most recent by User_2025-02-03-22-07-33-802
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Incidents with No Appended AnswerContent Hi all, Is it possible in analytics to report on Incident records that have no Answer appended? By appended, I'm referring to when a user clicks "Add as Text" wh… -
Can't filter by text in disp_idSummary using instr on disp_id and can't filter on the resultContent I have a variable in a report which has the following code if(incidents.status_type=2, if(instr(inci… -
getting repeated value in custom reportContent Hi All, i am trying to make a report where i want Chat ID, Ref number, Date of First Engagement, Page URL (we have implemented EE), and Chat Transcript. i trying… -
Opportunity Performance ReportingContent I'm trying to understand Opportunity Performance reporting. I'm specifically looking for the ability to track how long an Opportunity was in a certain status for…User_2025-02-03-17-31-49-785 40 views 2 comments 0 points Most recent by User_2025-02-03-22-07-33-802
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Adjusted chat_agent_performance_intervalsSummary Needing to cut off the times.Content I am having trouble cutting off interval times. I am trying to measure our agents using live chat. The functions work if bot…
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Adding new columns with Custom ScriptsSummary How can I dynamically add columns to a report using custom scripts?Content Hi folks, I'm wanting to create a report that utilises ROQL which i'm familiar enough …
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Include staff account date created field in reportSummary We need to identify when a staff account was created for maintenance purposesContent Hi all. We have a report identifying login data etc and need to add in the d…User_2025-02-01-08-17-38-818 64 views 6 comments 0 points Most recent by User_2025-02-01-08-17-38-818
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Include Range of recurrence dates in Status of Mailings reportContent Hi all. I'm wanting to include the 'Range of Recurrence' dates in a report on active Recurring mailings (copy of definition attached). I'm sure I'm missing the o…
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report that shows the interaction with the client (conversation history)Summary report that shows the interaction with the client (conversation history)Content Good Morning, Is there a report that shows the history of an incident? Whether cr… -
Need to create a report filter that compares an integer field with the year of a date fieldSummary Need to create a report filter that compares an integer field with the year of a date fieldContent Hey Team, I need to create a report filter that compares an in…
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Utilization report - Logged in timesContent We are working on a custom report extended from the Agent Utilization report. We removed the session start/end time filter and added a filter from the agent perf… -
Rank Column VauesSummary Rank Column VauesContent How to rank column values? We have a report like below Customer Name Total Price Customer 1 3500 Customer 2 4355 Customer 3 2145 Expecta…
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Take only the Latest Record Date from Custom Date FieldSummary Take only the Latest Record Date from Custom Date FieldContent We have a custom object to store Transactional data where we have created a field called "travel S…
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Incidents without survey repsonsesContent I'm trying to create a report to show me which incidents within a certain time period did not have a survey submitted. I've tried using the transactions table an… -
Cannot find data in Category NameSummary Using Service for Our HR Help Desk and Cannot find Category NameContent Hey everyone, We recently installed HCM and we use the service model to act as our HR Hel…
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Report on (un)blocked learned linksContent Hi there, Since one of our customers has discovered that in the related answers section answers appear from another interface that the answer is shown in, I woul… -
Using Engagement Engine Logging to log in-page dataContent Based upon the description of logging and reporting in the manual, it would seem that we should be able to log page level data to an EE Event in the events table… -
Report showing Navigation setSummary Trying to create a report showing which Navigation Set is used on which profileContent I set out to create what I thought was a pretty simple report. I wanted a …