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
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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… -
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 35 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… -
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 54 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 63 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 55 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… -
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 44 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
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Using a date prior to 1970 in REST api callSummary calling report with a date prior to 1970 failing via REST api, eror that it is not a valid date/time formatContent We have made a report that is to be called via…User_2025-02-04-06-43-57-835 42 views 0 comments 0 points Most recent by User_2025-02-04-06-43-57-835
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Expression syntax errorSummary keep getting expression syntax errorContent Hi I an trying to get a report with the interval (day) in one column and the the individual incident queues and their…
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Agents AuditContent Hi, We've been asked to produce an audit of agents creation, edits and deletions. * Profile Type * First Name * Last Name * Collar Number * Login * Attributes/Ac…
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remove no value calculated rowsSummary when creating a calculated column - exclude rows that return "No Value"Content Hello, I'm creating a calculated column by searching for a substring within anothe…User_2025-10-31-01-08-51-703 65 views 4 comments 0 points Most recent by User_2025-10-31-01-08-51-703
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Syntax/ expression guideContent Hi! Is there any guide/tutorial with examples with all the syntax and expressions available in reports? Thnx!User_2024-12-17-19-53-13-615 55 views 2 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Drilldown level error in reportsContent Hi All, I have created a report with drilldown level.When I open the report and click the drilldown it shows as reports errors. It seems that it is an argument m… -
Eliminating duplicates in a column but not rowsSummary Attempting to remove duplicates revenue values because it throws off the totalContent I'm using two custom objects that are related to each other. One object is …
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replacing image with valueContent We would like to replace the 'checkmark' in the standard 'Survey Responses by Contact' report with a value. The reason being that the checkmark is an image and w…User_2024-12-17-19-38-18-061 43 views 2 comments 1 point Most recent by User_2025-02-03-22-16-06-242
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BUI - custom report for archived incidentsSummary Because the BUI does not allow for Archived Incidents object, need custom reportContent Has anyone come up with a solution to view the threads of an archived inc…User_2025-01-31-02-50-15-254 33 views 1 comment 0 points Most recent by User_2025-01-31-02-50-15-254
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Problem with joinsContent Hello, We are trying to create a report that brings back all of the client incidents in a specific time frame, by product and client. We are joining on tables SL…User_2025-02-03-23-57-10-720 34 views 2 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Alternative to Publishing or Emailing Scheduled ReportsContent Hi all, Since Service Cloud does not provide method to perform batch jobs, we have created a report containing a script and scheduling it to run nightly. Since t… -
Top Catagory ReportSummary Question on how to do countsContent I need a push in the right direction. I'm sure this is a newby question, but I can't quite figure it out. I've been tasked wi… -
Private Notes in Incidents ReportingContent Hello, I've searched the entire forum something regarding my issue, but I didn't find any actual response. So I am asking: is there a way to add the related priv…User_2025-02-03-17-38-42-482 52 views 5 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Calculate AHT per queueContent Hi Any advice on calculating AHT per queue for completed incidents please? I cant work out how to do it. Thanks Tim Version service cloudUser_2025-02-01-07-02-22-710 28 views 3 comments 1 point Most recent by User_2025-02-03-16-51-39-328
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Report Linking within a Workspace Report?Content Does Report Linking not work when a Report is placed into a Workspace? I've added a Report Control to a Workspace, the report within that control has Report Link…
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How to export Mailing texts?Content Hey Guys, We are working on recreating many of our mailings and would help save us a lot of time if we could export all mailing texts, however, we don't see any …User_2025-02-01-05-15-06-590 32 views 1 comment 0 points Most recent by User_2025-02-03-17-31-49-785