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For more information, please refer to this announcement explaining best practices for getting answers to questions.
Reporting & Analytics for B2C Service
Discussion List
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Report Date Range FilterContent Hi, When I apply Date filter to show data of previous week only, the calculations automatically gets multiply by 5 (See screenshot). Without filter it shows corr…User_2025-02-03-20-08-55-527 87 views 17 comments 0 points Most recent by Sebastiaan Draaisma-122509 -
Dashboard Report showing no dataContent Hello, When there is no incident on specific dates, nothing is shown on report. It should at least show report with empty data. My other reports at least show em…User_2025-02-03-20-08-55-527 39 views 14 comments 0 points Most recent by User_2025-02-03-20-08-55-527
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Task report - who last updated?Summary Identify agent that last updated a taskContent Hi all. Is it possible to identify in a TASK report who last updated? Scenario - The task is assigned to an Agent,…
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Average calculation using date_diff at summary level vs. report calculationsSummary The average date_diff calculation, used at the summary level, includes cases with a null date value, distorting the totalsContent I've built two reports (definit…
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What Is Attribute 4 (id4)?Summary What value is contained in the transactions.id4 column?Content We have created an analytics report for the transactions table that outputs the transactions.id4 c… -
Report with Column Description and Data TypeSummary Looking for a way to create / download a report that lists Table Elements with Column Descriptions and Data TypesContent Is there a way i can create a report and…
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Creating relationships with OFS dataSummary we want to create relationships with integrated data from OFS which all comes in via text fieldsContent Hi all, First forum post so please be kind if this is an … -
Filters in Custom ReportSummary Assigning Filter values dynamicallyContent Hi, We have a requirement where we need to pre assign the values in the docked filters of a report based on few condit…Padma Prabha Varadarajan-135182 57 views 5 comments 0 points Most recent by Padma Prabha Varadarajan-135182
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Value of field substr of text in thread - if, then, else statementSummary Issues with definition of a column of data with some conditions in it.Content I have a report that was pulling data out of the thread to define a column. That in…
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Automatically Open a Report on WorkspaceContent Hi Experts, I have an inquiry if it is possible to open a report on a workspace with the same Reference Number with the service request opened. For example, I ha…
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Show list of custom fields created by a certain account?Content If I want to know what custom fields have been created by a particular account (this value can either be hardcoded or supplied as filter), what tables will I hav… -
Incident Summary SearchSummary How to exclude Auto Responses and SmartAssistant in search resultsContent We have created reports to search by incidents.search_thread , however this seems to se…
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Report styling tip for row numberSummary A styling tip to get your row number match other stylesContent This is just a styling tip that I would like to share on how to get a row number to match your rep…
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Users that have not logged inSummary Tracking users that have not logged into the OSvC ClientContent Hello, I'm trying to create a simple report that will show a user's name and whether or not they'… -
wrong forum, please delete.Version 18.b
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Disable Add New optionSummary Disable Add New optionContent I have report linked to contact workspace tab.(Ref Screen Shot below) I want disable "Add new" option if report contains one record…
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How to remove the ".invalid" from email signatureSummary email signatureContent I would like to find way to remove the '.invalid' in the email signature for the contacts. Help Any one?User_2025-02-03-21-27-12-392 28 views 2 comments 0 points Most recent by User_2025-09-05-00-11-37-622
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Expired vs. Cancelled ChatsSummary Which is the calculated abandoned rate?Content Can anyone advise on What is the industry standard to calculate the abandoned chat rate? Do we include the expired… -
A 'How to' on using regular expressions in custom scripts for GDPRContent GDPR, how to find sensitive data in a report using regular expressions in custom scripts. This is a how to for those new to reporting and custom scripts :-) Cust…
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Total of Incidents last updated by customerSummary Total of Incidents last updated by customerContent Hello, I'm using this formula to indicate whether a customer last updated an incident: substr(max(concat(date_…User_2025-02-03-21-48-33-357 47 views 2 comments 0 points Most recent by User_2025-02-03-21-48-33-357
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Logged In/ Logged outContent Hi, I have a report that I am trying to add to it an exception that if the assigned account is logged out then highlight in red. I have found many posts here tha…User_2025-02-03-18-10-34-197 61 views 11 comments 0 points Most recent by Sebastiaan Draaisma-122509
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Report exception if staff account is not logged inContent Hi all, I am looking for a little help with an existing report. So I have a basic report which shows the following: Staff Member (incidents.assgn_acct_id) Overdu…User_2025-02-01-08-29-25-648 50 views 3 comments 0 points Most recent by User_2025-02-03-18-10-34-197
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Can't get LIKE operator to work if there's a spaceContent Hi I'm trying to set up an alert on a custom report to fire if the incident thread contains "customer data". I'm using the filter incidents.search_thread like %c…
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Reports: The number of incident closed at first contactContent Hi All, I have an requirement to show The number of incident closed at first contact. can any one help me to do this how? -
Aggregate responses per incidentSummary Creating a report to show the aggregate responses per incident (RPI), but getting duplicate values and unable to group results.Content Hi all I'm attempting to c…
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How to track video views within an AnswerSummary Is their a way to track how many times a video has been viewed within an answer?Content I created an Answer on the customer portal and included 2 videos within t…
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How to export multiple grid values in separate excel sheet in FR ReportSummary Export multiple grid values in excel sheet by one grid in one sheet FR ReportContent Dear All, I have created a FR report using more than 5 GRID. As per my requi…
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answers viewed data from iFrame?Content Does anyone know if it's possible to collect answers viewed data from a report that runs in an iFrame? I have a situation whereby you login to site x (not an Ora…User_2025-02-01-08-46-19-550 36 views 5 comments 0 points Most recent by User_2025-01-30-19-06-33-073
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Field that tracks customer closed incidentsContent Hello, I'm trying to report on all incidents closed by customers, what table and field stores this data? Thanks in advanced! Justin