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
-
Incident Closure Using Knowledge (Knowledge Advanced) - Analytics Cookbook RecipeContent Incident Closure Using Knowledge (Knowledge Advanced) Insight into Volume of Incidents and Use of Knowledge in Closing Incidents Author: Shripada Hebbar Difficul… -
How can i export report result into pdf format (php code) ?Content I need to create a PDF report of an incident and i need to attach this to incident. When I run a analytic custom report from the php script code, the report's re…User_2025-02-03-17-24-49-363 60 views 2 comments 0 points Most recent by User_2025-02-03-17-24-49-363 -
Queue interactions count in ticketContent I would like to know how to create a report that counts all the incidents that a queue has had any action, be it resolving, responding, and transferring to anoth…User_2025-02-03-17-19-40-969 28 views 1 comment 0 points Most recent by User_2025-02-03-17-19-40-969
-
Report with incident summary attached to the incidentContent Hello I have little time in this tool, and they ask me for difficult things, so I ask for your help. I tell you, I have an incident that when I change to Accepte…User_2025-02-03-18-15-12-114 29 views 2 comments 0 points Most recent by User_2025-02-03-18-15-12-114
-
Time on Task for Email HandlingContent Well, I couldn't get anyone to respond to my initial question here so I'll rephrase and move to a different forum to see if anyone has insight. Any idea how (usi…
-
Clickstream and Answer DetailsContent Hi all, I'm trying to work on a report where it displays the Answer ID, Answer Product and Contact Name who viewed the answer in a given period. I'm using the Cl…User_2025-02-03-18-13-34-376 37 views 4 comments 0 points Most recent by User_2025-02-03-18-13-34-376
-
Create RightNow Report - show status changes/historyContent Hi, Complete and utter n00b here (long time lurker), so apologies if I say something stupid or name anything incorrectly. My query relates to Oracle RightNow. My…
-
Display Contact Attachment in Customer Portal pageContent Greetings I am trying to make a report on the customer portal where the customer can view his/her attachments that are from their Contact record (image attached)…
-
Password Reset Reports/TrackingContent Hi, Has anyone found or created a report to track agents resetting their passwords via email? We are looking for the best way to track who is using this feature,…
-
RN: Reporting on SR status changes (specifically from closed back to an open status)Content Hi, Complete and utter n00b here (long time lurker), so apologies if I say something stupid or name anything incorrectly. My query relates to Oracle RightNow. My…
-
Date Format for Month YearContent We have recently upgraded from Feb 16 to Aug 17. In Analytics, we have noticed a change to the Month Year date format. Previously it would return it as 'Oct. 201…
-
Mobile and Desktop/Laptop FAQ ViewsContent Hi there, I was wondering if anyone knew either how to create or if there was a report available that would be able to distinguish FAQ Views (Answer Views) on mo…
-
Substitution URL for Attachments in Custom ObjectsContent Hi all, I've been using the below expression as a URL substitution in a report to allow us to quickly open attachments directly from the report. However the expr…
-
Reports for C-level ManagementContent Hi Guys, There are many reports in the system but i wanted to ask for any suggestions for any kind of reports for top level executives in an organization. Regard…
-
Reporting Multiple contacts to each IncidentContent We add multiple contacts to each Incident. I need to create a report which lists each contact and the incident they are related to (including where they are not …
-
Real-time answer escalation rateContent I am looking for a report that will give me real-time answer escalation rates. I am able to find it as a stats report but has anyone been able to find this as a …User_2025-02-03-20-11-26-342 25 views 0 comments 0 points Most recent by User_2025-02-03-20-11-26-342
-
How to fetch the status history for an incident.Content Hello Everyone: I need to develop a ROQL query to retrieve the status history for each incident. Attached is the document containing the screenshot of the sample…
-
Sunday to Saturday - Week to date report - Date filter logicContent I am trying to have my report start running as a schedule and start on a specific Sunday. Then I would like each the report runs to include that day. So the firs…
-
conversion for vdt_none column not implementedContent Hi, I get this error when running a report. The report has a script which sends emails (200 at a time). conversion for vdt_none column not implemented This seems…
-
Conditional Chat Link AvailabilityContent Hi, we have multiple syndicated conditional chat widgets and i'd like to get stats for each widget/link availability (Impressions, active links, and links clicke…
-
Exclude results if all survey questions are not answeredContent Is there a way to exclude survey response that does not answer all questions? The report is showing multiple lines where a respondent has answered one question, …
-
Determine Last Row in $rowsContent Hi All, I have an issue with a report I'm constructing that I'm hoping you can advise me on. I need to construct a report that calculates the average message res… -
Infolets - Can we create them from scratch?Content Hello, The Infolets that are provided in the Service Reports are right along the lines of what I am trying to do. However, I would really like to create one from…User_2025-02-03-17-20-52-637 37 views 2 comments 0 points Most recent by User_2025-02-03-17-20-52-637
-
Include Send Rejected Msg account in Incoming Email Filter Details reportContent Hi all. I want to add the "Send Rejected Messages To" field from Mailboxes Incoming Email details to the 'Incoming Email Filter Details report (ID:227). I've had…User_2025-02-01-08-17-38-818 31 views 3 comments 1 point Most recent by User_2025-02-01-08-17-38-818
-
How can you remove the quotation marks around the comma in an .csv file generated by a schedule?Content I have people who need to take the results of a report I'm automatically generating and sending to them and suck the data up into another process. But it appears…
-
Joining Contacts and Accounts table on email addressContent Is there a way to join Contacts and Accounts in a report? I can do it in Excel with two different reports, but looking to try with just one. Essentially, we have…
-
Stretch or center a chart on a DashboardContent I built a Dashboard with a chart-only report on top and a grid report on bottom. Is there a way to center the chart or stretch it so there's not so much odd empt…User_2025-02-03-18-13-34-376 30 views 3 comments 0 points Most recent by User_2025-02-03-16-51-39-328
-
Count how many incidents hit a specific queue firstContent SO, not sure how I'd do this without resorting to PHP I need to count how many incidents's first queue was 'X' - just a number. An incident could have obviously …User_2025-02-03-19-49-57-702 25 views 7 comments 2 points Most recent by User_2025-01-30-19-06-33-073
-
First response calculation per QueueContent Hi I need to know how to get the first response time of an incident for each queue it passes. Example: Incident created in queue A, the agent responds to the con…User_2025-02-03-17-19-40-969 38 views 4 comments 1 point Most recent by User_2025-02-03-17-19-40-969
-
Number of chats answered in the Satisfaction Survey reportContent I would like to bring the number of appointments in the Satisfaction Survey report. I currently have filters for: Queue, Date of search response and interface.At…