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Reporting & Analytics for B2C Service
Discussion List
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Incident age 'grid'Content I need to create a report which shows the age of an incident, using the field incidents.c$sla_start It would be arranged as below: Days Open: 1 2-7 8-14 15-21 22…User_2025-02-03-17-31-49-785 30 views 5 comments 0 points Most recent by User_2025-02-03-16-51-39-328 -
Add button to download the file attachment in an custom reportContent Hi, How I to add button to download the file attachment and save the file to the location you specify on my workstation in an custom report. Regards, TatianeUser_2025-01-25-06-00-20-716 48 views 0 comments 1 point Most recent by User_2025-01-25-06-00-20-716
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Exporting knowledge in individual HTML filesContent Hi all, Long-time reader, first-time contributor. Please be gentle Our business is shortly going to be migrating away from Oracle RightNow and moving over to Sal…
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Reffered URL Report for Chat LaunchesContent I am trying to create a report that will show me the referred URL that a user was on when they landed on our /chat/chat_launch page. Right now I have multiple in… -
Add images to the conditional format in a reportContent Hi, Is it possible to add more images to the report, conditional format section, under the custom images? Attached is a screenshot showing where I would like to … -
Crosstab month by month totalsContent I have a cross tab report and I need totals for the whole report as well as sub-totals by month but in columns. I'm attaching a picture for reference. I have pot…
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Chat ROI Reports by InterfaceContent Hello, Is there a way to get Chat ROI segmented by specific interface? Our business has three different brands using Live Chat, and we would like a way to segmen…
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Tracking Incident History Using Custom FieldContent Hi , RightNow currently supports status change tracking. We would like a similar enhancement to let administrators specify change tracking for other fields(Custo…
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Exception triggering alert incorrectlyContent Hi, I have a report to show abandoned chats (agent did not engage). I now tried three different approaches to create an alert to fire when 5 or more chats were a…User_2025-02-03-16-51-39-328 15 views 0 comments 2 points Most recent by User_2025-02-03-16-51-39-328
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creating an org hiearchy report that ends with contactsContent Hello, I would like to create an organization hierarchy report that shows the levels of the hierarchy for an organization and its contacts. Ideally it would be a… -
Filter on MAX dateContent My customer would like a report that lists all Organizations (distinct) that have not had an Incident created in the last 6 months. In all other reporting tools,…
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Is there any way to report on “Review Date” in Knowledge Advanced?Content This question pertains to Knowledge Advanced Reports. The Customer wants to pull up a Report based on next "Review Date". A report showing list of all Articles w… -
Analytics Case Attachments FlagContent I have a requirement to identify which cases have attachments. I have located the File Attachments table in Analytics, but don't want to include the names/id's o… -
Email Per Hour Report to calculate the productivity of the Email AgentsContent Hello All, i am new to the world on Oracle CRM. I need help understanding the formula for one of the columns for "Seconds Logged in" in a report that preexisted …
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Extract data via json "analyticsReportResults"Content I am not able to extract data from a report using REST json. Can someone help me? Attached is the definition and result of the report. I understand very little o… -
Setting menu fields in reports can selectContent Hi, Everyone In the report, I want to set the menu field in the report to be selectable, like the image. What should I do? Please tell me. ThanksUser_2025-02-03-18-44-16-463 27 views 2 comments 0 points Most recent by User_2025-02-03-18-44-16-463
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VCIO access logContent Hello, I want to know who from my organization have been accessing VCIO. Is it possible to generate this access log? Thanks. Colby
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Returning results including rows with 0 incidents for the monthContent I have a report which is summing up incidents based on items in a custom drop down field. I can't show you the actual results because of confidential data. But e…User_2025-01-31-02-50-15-254 30 views 2 comments 1 point Most recent by User_2025-02-03-16-51-39-328
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Total New Incidents (stats vs incidents table)Content Hello everyone, I have come across one strange result in my reports and i need any set of ideas. Results for the expression sum(stats.new_incidents) from stats t…User_2025-02-03-19-48-43-179 35 views 4 comments 0 points Most recent by User_2025-02-03-19-48-43-179
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How to build report column to show Contact according to Contact TypeContent Hi, I'm building an incident report and I want to be able to include columns for 2 particular contact types, regardless of whether it's the primary or secondary …
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Alerts sending two emailsContent Hi, I am wondering if anyone came across the same issue and if so how did you solve it? I have some alerts setup and they seem to be firing correctly, however th…User_2025-02-03-16-51-39-328 58 views 16 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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What percentage of customers don't call after using webchatContent Hope someone can help! * I need to look at all contacts that have ever used a chat (so the source if webchat) - this is fine * I then need to see out of those, h…User_2025-02-03-19-49-57-702 14 views 2 comments 0 points Most recent by User_2025-02-03-19-49-57-702
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Trouble with report chartContent Good morning, I'm attempting to add a chart to a report that will display all of the incidents that are assigned to a specific agency, in a given time period (ex… -
Count of records greater thanContent Hi, I have done a report that lists incidents that calculates the number of working days between date created and date closed, using date diff, I now want it cou…
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Last thread entry of oldest emailContent Hi all, In our reporting we use a calculated column for the last thread entry of an incident [max(threads.entered)]. We currently have a report which displays th…
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Seeking explanation for calculation discrepancies in Incident Effectiveness/Incident Performance...Content Hi everyone, I'm running two system reports-- "Incident Performance" (AC ID#78) and "Incident Effectiveness" (AC ID #81). I ran them a few months ago and noted t… -
Adding a seperate Average row for each ticketContent Hi All, I cannot get the Average Row at the bottom of the report to show under each rollup… however, if I add a filter and search by Ref number then it does give…User_2025-02-03-17-31-00-468 37 views 3 comments 0 points Most recent by User_2025-02-03-17-31-00-468
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Audit Log - EDIT Entry when Viewing Contact (No Changes)Content I was viewing some contact information today and noticed in the Audit Log that entries are being captured as an EDIT type. Is this expected behavior? Seems like … -
Calculate average number of daysContent I have a report that lists incidents raised between 2 dates and for each incident tells me how many working days it took to resolve, using expression - time_form…
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Difference between "Total Chat Time" and "Total Time engaged" in "chat concurency" reportContent Hi All, can someone please help me understand the difference between "Total chat time" and "Total Engaged Time" on "Chat concurrency report". The defintion when …User_2025-02-03-19-31-37-724 56 views 4 comments 0 points Most recent by User_2025-02-03-19-31-37-724