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Reporting & Analytics for B2C Service
Discussion List
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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… -
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 25 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 32 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 36 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 61 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 13 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 54 views 4 comments 0 points Most recent by User_2025-02-03-19-31-37-724
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Need help filtering a column to see only "duplicate" entriesContent Hello everyone, This is my first topic here, if anyone has a solution to my problem I'd be forever grateful. I would like to create a report to see "duplicate ti…
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Re-Opened Incidents after SolvedContent Hello- Does anyone have a quick expression or way to identify when the inc_performance.intv_type of 'Create to Final Resolve' is different than when the 'Create …
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Combo Graphs with different scale in Secondary AxisContent Hello everyone, You may have come accross it before, but i have not found anything yet. Is there a way to have a combo bar+line chart BUT having different scale …
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Report filter - Case sensitivity for Contacts.loginContent I have a report with a column/filter for contacts.login. Our users would like to search via the filter for the login name with lowercase values but the filter fo…
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Report to show Duplicate RecordContent I have custom object employment details linked to contact table using contact id. I want to show only duplicate records in my report.User_2025-02-03-16-53-11-440 51 views 6 comments 1 point Most recent by User_2025-02-03-16-53-11-440
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How to include a count of 0 value in my report.Content I am trying to build a very basic report to set up alerts off of, but struggling with getting values of 0 to show in the report to trigger my alert. The two colu…User_2025-02-03-17-17-13-640 27 views 8 comments 1 point Most recent by User_2025-02-03-17-17-13-640