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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New to Cusomter Portal, need a report on incidents created in portal vs. consoleContent Hello All - We just implemented the customer portal 2 weeks ago and now we are looking to get some data like number of incidents created in the portal versus the… -
Queued Incidents of LoggedIn AgentContent Hi All, How can we design a report for an agent that shows only those incidents who are in a queue that is assigned to that logined agent's profile ? Thanks and … -
Audit Log report for field changes in service cloudContent Hi, We have a requirement to see the list of changes/modified happened on a specific record. Standard audit log doesn't shows the field name details. Is there a …User_2025-01-29-00-47-12-825 51 views 8 comments 0 points Most recent by User_2025-02-03-20-16-45-224 -
Filter Column results on numeric values onlyContent HI, In my report I query a table that has alpha and numeric values. I want just to filter on numeric values. The plus side is that all the numeric values are in …
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Can we build a report to store previous values without a custom object?Content Hi I have 5 custom fields in Contact Object related to billing details. In the workspace, I have added a tab "Bill Details" with the custom fields. I would like … -
Historical Reporting - Open Incidents at Certain Point in TimeContent Hi all, I've searched the forums but have not really been able to find an answer to what I need. I know looking at snapshots of data is impossible but I am tryin… -
Can we get a report to see incidents created after a user looks at an answer?Content We can see how many incidents were created after customers view an answer, which is useful, but what I'd really like to see are the incidents they created after …User_2025-02-03-19-13-16-885 42 views 13 comments 0 points Most recent by User_2025-02-03-19-13-16-885
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How to forward HTML Reports without the charts/graphs disappearingContent Hello We schedule a number of reports in HTML as ( unlike PDF) the data is provided in a continuous flow ( rather than having tables and graphs spread over a num…
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Case sensitive report filteringContent I've been asked to identify contacts with initials in the first name field by returning any that don't have lower case letters in them. I have no idea how to ide… -
Scheduled report not runningContent Hello, I have a report scheduled to run, however, judging by the "Report Schedules" standard report, it does not appear to have ran at the times I've designated … -
File uploadContent Hi everyone! How can I load contact data from an Excel file to Rightnow? Version Service CloudUser_2025-02-03-19-45-21-273 13 views 5 comments 0 points Most recent by User_2025-02-03-20-10-42-447
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Report filter based on Logged in profileContent Hey, Is there a way to dynamically filter a report based on the logged in Profile? I have a requirement were a specific type of incidents should only be visible …
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A version change processContent Hi everyone, good afternoon! I have a problem with RN, I try to create a customized field but when I save it comes a message saying that the tool is in a version…
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How to Divide Multiple Counts?Content I've been stuck with this problem for a few days and have searched fairly extensively to no avail. I have a series of columns that are counting IF statements. Fo…User_2025-02-03-18-51-09-741 38 views 2 comments 0 points Most recent by User_2025-02-03-18-51-09-741
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Import contacts filesContent How can I load contact data from an Excel file to Rightnow? Attached an image where shows the header of my contacts Version Service cloud -
Mailing response report columnsContent Hi all, I am trying to determine the following: how to split soft bounces from the bounced (num _bounced) column in the Mailing_formats (mailing messages) table.…
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Adding exception when incident owner = No ValueContent Hello dears, Our management asked for a report showing all opened incidents on the system (both from the agent desktop and the customer portal) as well as their … -
Survey reports in one interface?Content Hi, Is there any way to report on surveys from different interfaces in one interfaces? For example - we have 22 interfaces with different languages - when I run …User_2025-02-01-07-03-13-295 26 views 2 comments 0 points Most recent by User_2025-02-01-07-03-13-295
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Change Administrator's Name as it Appears in Auto-Response EmailsContent I am making changes to our message templates to alter how our emails appear to customers. Our current Thread Heading is: [Entry Type] by [Channel] ([Author]) ([E… -
How to add custom field "Restoration Time" into SLA configurationContent Hello Experts, When configuring an SLA we are able to define the "response time" and "resolution time" ,we also have one more SLA called "restoration time". We n…
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A version change processContent Hi everyone, good afternoon! I have a problem with RN, I try to create a customized field but when I save it comes a message saying that the tool is in a version…
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Reporting when answers are PublicContent I want to be able to report when an answer is created, and again when the answer is set to Public. We refer to this change as being published, which often differ…User_2025-02-01-08-40-26-447 23 views 12 comments 0 points Most recent by User_2025-02-01-08-40-26-447
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Report to show exceptions based on SLAContent Hi, We're looking at creating a report to show all incidents, coloured by SLA state. So for example if the incident is less than 2 days old, black font. Between …User_2025-02-03-19-49-57-702 22 views 0 comments 1 point Most recent by User_2025-02-03-19-49-57-702
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Report on broadcast mailing open rates by deviceContent Our marketing team has asked for a report on open rates on emails by device/OS I know you can do this for web pages, but can't find any tables that store this fo…
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Filter IDContent Hi, I'm working with a report on customer portal and I need to use a filter, part of the requirement is to pass the filter ID. My question is how can I find a re… -
Report shows no value when something is added from "Add New"Content Hi All, In Incident workspace, I have a custom tab which shows a report. When I click on Add New in the custom tab, it's workspace opens and I enter some data. W…
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Report Layout by Date.Content HI All I am working on a Layout of a report, What I have now and what i am trying to do is... What i have now Per dispositions, = Month,Total count, % of Total (…
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Create a graphic report showing # of contacts aggregates by agentContent How can I create a graphic report that shows me the number of contacts aggregates by agent? Edited by eleep to have a more specific subject title.
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Escalated Reports and ChartsContent Hi All, i have situation where i want to show the Escalated reports and charts of incidents. How can we acheive it ? Thanks and Regards, Ali Version Oracle Servi…
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Report on Workspace Button ClicksContent If a button control is added to a workspace, is it possible to report on which agents clicked the button? Thanks!User_2025-02-03-16-48-16-590 15 views 5 comments 0 points Most recent by User_2025-02-03-16-48-16-590