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Reporting & Analytics for B2C Service
Discussion List
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Incident ReportContent Hello, I have an incident report in which which we used filter status_id, which includes incidents with all the statuses. But we need the incidents with all the … -
Logged in agent flag/attributeSummary Can the logged in agent flag/attribute be used in an expressionContent Hi all. While I'm pretty sure the answer is No, I do hope to be proven wrong here Can we r… -
Group time taken/differenceContent Hi, I want to group time differences on actions... so sort of like an SLA, but it's comparing the time between an internal escalation and a response sent... So I… -
Fetch all Reports having run as report a Staff account in Report SchedulesSummary Fetch all Reports having run as report a Staff account in Report SchedulesContent Hi, I would like to find out all the report schedules where Run Report As = 'So…
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Time in Status Report Duration Time FormatSummary How to change duration from 00h 00m 00s to HH:MM:SSContent Hi I'd like to modify the Time in Status report in the Analytics Cookbook to show the duration in HH:M…User_2025-02-03-16-15-03-850 41 views 3 comments 0 points Most recent by User_2025-02-03-16-15-03-850
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Keyword searches by usersSummary Keyword searches by usersContent Hi, We use the keyword search table to see what keywords return no results. For some words that are strange we see a lot of entr…
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Incident count is not date specificSummary Incident created on a particular date with respect to incoming mailboxesContent Hi, I am creating a report for count i.e. Count of Incidents created on a particu… -
How to make a report on the configbase_values tableContent Hi All, I recently started working on existing site, before starting this i would like to understand their current configuration settings, i can see there is con… -
Chat Concurrency Factor - 30 min intervalsContent Hello How would I edit the Chat Concurrency Factor (3015) to be broken down in intervals of 30 minutes instead of an average of the entire day? -
Display order - 10 answers to be top alwaysSummary Display order - 10 answers to be top alwaysContent Report displays answers based on ID (Descending order, latest first). Customer has given 10 answers ID's and t…
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Understanding Percentage ValueSummary Percentage Value of Reports GeneratedContent Hi Experts, I need help in understanding the reports generated from OSvC. I made a report (Status Report) I just wan…
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Cross instance reportingSummary Report on data from other instanceContent Hi there. Does anyone have a sample script/report/instructions for me to report on an interface residing in another ins…
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Organization Phone # Look UpContent Hi - I am importing a large list of organizations over that could have multiple phone numbers tied to one org. I have created custom fields for these (ex: ph, al…
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Report to show search textSummary Report to show search textContent Hi How do I create report to show what is being searched in the search box? Is there any standard report available?
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Chat Occupancy By HourContent I'm able to create an occupancy report by date and by agent. Before I get too involved creating a formula, does anyone have a template that can report on occupan… -
Show Warning Message in ReportSummary Show Warning Message in ReportContent I want show following warning message in my report. I don't want to add any fields into the report. "WARNING! You have logg…User_2025-02-03-16-53-11-440 49 views 18 comments 0 points Most recent by Sebastiaan Draaisma-122509
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Interval based reportSummary Number of incidents in every 30 minutes for a day.Content Hi, I have a query related to number of incidents created in every 30 minutes but what I can see in doc…
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Display Number as Number in Excel output of BI publisher reportSummary Display Number as Number in Excel output of BI publisher reportContent I have a report which displays employee ids as part of the report. Now when I export that …
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How to use both SUM and COUNTContent Hi, We have custom field for a contact called department. It's in the format: DEPARTMENT.TEAM I've split this successfully into two columns. The 3rd column does … -
account_session_history tableSummary How long is data kept in the account_session_history table?Content Anyone know how long the data is kept in the account_session_history table? Specifically looki… -
Is it possible to show the Report Definition as a report column?Summary Output the report definition as a columnContent I have a report that shows information about reports, such as the Report ID (name), ACID, Owner, Last Run, etc. I…
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Report on Report FiltersContent Hi, Is it possible to build a report which shows all the reports and what report filters are used in those reports? Report Link Run Values (ac_rpt_link_run_vals)…
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creating historical reports independent of individual column dataContent While creating a report that relies on more than one date column (incidents.created and incidents.closed) to calculate backlog, it didn't appear possible to perf…
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contracts approval flow tabelSummary tabel behind the contracts approval history flowContent Hello all, I have to build a report that contains the contracts approval flow information, like in the im…User_2025-02-04-08-34-10-102 45 views 5 comments 0 points Most recent by User_2025-02-04-08-34-10-102
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How to check syndicate chat performanceContent Hi, i am working to get all the pages from where Chat Initiated, we are using Conditional Chat and Proactive Chat both. Columns are required : URL from where cha…
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one report as input for another (similar to SQL View)Content Hi all, I have the following challenge: I want to use one report with a group count (e.g. first name, last name, email) to put a count behind, then do a group fi…
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Expired Incident reference #Content For incidents that are created due to a reply to an old incident that has been closed past it's threshold- Can I create a report that shows the new incident refe… -
Using data_group function to show two separate date formats?Content Hello - I am trying to utilize the data_group function to show two separate date formats within one column, if possible. For example, data would show as Year/Qua…User_2025-02-03-16-45-30-713 60 views 3 comments 0 points Most recent by User_2025-02-04-09-25-45-142
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How to get the COUNT totalSummary I need information on how to use the COUNT function in an IF conditionContent Hello, I tell you that I have a column called "Interactions Arrived" that displays …
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How to Mask Year in Date of BirthSummary Attempting to mask or completely remove year in date of birthContent Hello, I am attempting to produce a report that will give birthdays without year. We have ma…User_2025-02-04-13-00-33-588 88 views 5 comments 1 point Most recent by User_2025-02-03-22-07-33-802