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Reporting & Analytics for B2C Service
Discussion List
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Unable to Adjust Report WidthContent Hi All, I am having an issue with one specific custom report where I cannot increase the overall width of the report - when I add new columns, all other columns … -
Hw do you find the original contact of an incidentContent Hi, We have some incidents that are saved under a default email if they are unable to login on our pages. The agent then helps them, and reassigns the incident t…
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Measuring Agent Transactions for Incidents - Best PracticeContent What is the best practice for measuring your agents productivity when responding to incidents; response sent or status change? Depending on which filter is used … -
How could identify the field, whether its used in report or notContent Hi All, I need to identify the field, whether its used in report or not? because there are several reports, If I check that manually it will take lot of time So … -
Previously assigned accountContent Hello everyone, Is there an expression in Data Dictionary of any table that can "bring" to a report's column the previously assigned account of an incident? Than…User_2025-02-03-19-48-43-179 37 views 3 comments 0 points Most recent by User_2025-02-03-19-48-43-179
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Chat ReportContent Hey guys and gals, I was wondering if you all knew of a OOTB report that allowed me to see when agents were available or not available during a specific time fra…User_2025-02-03-19-20-35-072 23 views 6 comments 0 points Most recent by User_2025-02-03-20-01-41-735
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Variable within a variableContent I'm trying to build a report with rather large amounts of merge text in the fields and so using variables for some of it (type=replacement value). What I could r… -
Show English summary for meta level reportContent Hi, We have 20+ interfaces using different languages. For content maintenance we run reports by meta so we can see if a meta answer is effective, etc. At the mom…
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Report in Workspace of object whose ID is being used by WorkspaceContent I'm having a hard time achieving this one and I'm hoping it's really something silly that I'm overlooking. Here's my situation. We are using the Opportunities mo…
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incidents table not showing latest resultsContent Hi, When I query the inbuilt report "incidents" I can see a lot more incidents created sorted by the creation date desc. But when I try to create a new custom re… -
Expresssion guidance - Syntax for ORContent Hello, I'm looking for some help or guidance on where I can find the syntax for writing more complex expressions for column definitions, making custom reports. U…User_2025-02-03-22-21-24-745 23 views 2 comments 0 points Most recent by User_2025-02-03-22-21-24-745
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Report Expression - Fowarded IncidentsContent Hello, I'm trying to get a visual marker on incidents that have been forwarded. I know I'm supposed to use transactions.trans_type in the report expression, but …
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Is there an Out of the Box report to see chat transfer volume?Content Hoping someone can shed some light into if there are any OOTB reports available to see chat transfer volume from one queue to another queue? If not, how else do …User_2025-02-03-17-18-46-485 35 views 3 comments 0 points Most recent by User_2025-02-03-19-34-11-405
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variable in the subject of a scheduled reportContent Hi all, does anybody perhaps have a solution to the following issue? I set up a report, and I schedule that for a particular time per day. However, to differ bet…
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Finding all reports where Add-Ins are usedContent Hello, Does anyone have a recommendation on how to find all reports that have a linked action to an Add-In? Thanks, Cheryl Version Service Cloud Feb2016User_2025-02-03-20-25-53-517 22 views 2 comments 0 points Most recent by User_2025-02-03-20-25-53-517
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High number of declined chatsContent HI, We have a report which queries the "Account Queue Statistics" report and fetches the Interactions Declined for a particular time period. We found that this n…
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Lookup values in report filterContent I want to create a report where I select an account from a drop-down and where RNOW displays the number of incidents closed by that account + the number of incid…
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Failure Summary/Details for Scheduled Reports?Content Has anyone used this report? I'm trying to see if there is a way to capture "SCHEDULED" reports that have failed within a set time frame. This OOB report appears… -
How to easily monitor customer portal users' web visit activity when an incident is NOT involved?Content Is it is possible to view customers' use of our customer portal per visit, regardless of whether they submit a question or initiate a chat? I'm familiar with the… -
Dashboard Charts Do Not Display Correctly In Scrollable ModeContent I am trying to create a report that has a tab with multiple charts in the same tab. When I use the Screen Display option, the chart correctly fills the width of … -
Report showing incidents closed by agent vs incidents closed via Multi-EditContent Hello! I want to create a simple report that lists incidents closed by agents vs by incident multi-edit. I am aware of the Audit Log report and tried to reverse …
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Getting agent profile to Queue AssociationContent In our application, we are using the following RESTful API to retrieve a user account. https://ppppp.rightnowdemo.com/services/rest/connect/v1.3/accounts/7 Our g…User_2025-02-03-17-35-22-635 45 views 1 comment 0 points Most recent by User_2025-02-03-22-20-20-973
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Incident Arrival Patterns (30 Day Graphical Rolling Avg by Hour) - Analytics Cookbook RecipeContent Incident Arrival Patterns Past 30 Day Avg Create Rate by Hour Author: Larry Chien Difficulty rating: (Intermediate) Target persona: Call Center Manager, Workforc…
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filtering with Incidents.i_id versus incidents.ref_noContent I have a few reports that run without problems when I filter by the incidents.i_id field, but not when I use the incidents.ref_no field. Is there a way to add th…
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Exception report when incident updated X timesContent Hi everyone I would like to create an exception notification (ideally sent by email) when any incident is updated X times (probably 2) by the customer. I would l…User_2025-02-01-08-29-25-648 28 views 1 comment 0 points Most recent by User_2025-02-03-22-20-20-973
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Start Time Pervoius day at 6pmContent Hi ALL When i run my report on any day and time, I need the start time to be previous day 6pm. If i started my shift at 12 midnight i can use 0 day rounded in my…
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Contact Search: One filter field will be used for name and surname?Content Hi all, I want to put a single filter field in a contact search report and want to return results with either firstname or lastname will contain/equal to that fi… -
Modify filter to apply multiple like operatorsContent Hi all, I want to extend a report filter to return values for multiple cases as follows: Suppose in firstname filter, when customer types "alex" I want to return…
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Report to pull chat in 15 minute incrementsContent Hello everyone, Brand new to the board here but I have a question that maybe someone can help with. I am trying to make a report that will show me chats offered …User_2025-02-03-22-26-24-900 14 views 1 comment 0 points Most recent by User_2025-02-03-19-31-14-086
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Dynamically passing filter values using custom scriptContent Hi Gurus, I am able to fetch filter value of report into custom script using below syntax. $ value = $params["search_args"]["search_field0"]["val"]; But my requi…User_2025-02-03-19-32-04-846 60 views 1 comment 0 points Most recent by User_2025-02-03-17-50-44-097