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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nested aggregations - just another calculation of first resolution fix rateContent Hi, I just want to build a custom report calculating our view on first resolution fix rate. From business perspective the incident has a first fix when the incid… -
Chat Summary Charts (Arrivals, Wait Time and Session Time) - Analytics Cookbook RecipeContent Chat Summary Charts Arrivals, Wait Time and Session Time Author: Helix Business Solutions Difficulty rating: (Intermediate) Target persona: Chat Supervisors & Ma… -
Reports showing origin of syndicated widget OR inventory of sites that have codeContent Is there a report that shows what URLS are "referrals" using the syndicated chat widget? I see the reports posted in the documentation but they don't know the pa… -
Reporting on multiple Phone number fieldsContent We are having a problem with contacts putting in the same phone number in multiple phone number fields (Home, Mobile, Office, ect.). This is causing routing prob…User_2025-02-03-17-15-57-451 36 views 2 comments 0 points Most recent by User_2025-02-03-17-15-57-451
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How can I find where hits to an answer coming from?Content I need a report to show where hits are coming from on an answer. Does anyone have a report to show this information? Thanks, Corine Version Service Cloud, Custom…User_2025-02-01-08-18-48-897 30 views 2 comments 1 point Most recent by User_2025-02-01-08-18-48-897
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ClickStream Table - What does it all meanContent I am unable to find information to describe the various fields in the clickstream table and what they might bring for my reporting. The Data Dictionary has very …User_2025-02-03-20-27-34-498 65 views 13 comments 2 points Most recent by User_2025-02-01-08-18-48-897
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SLA/Holiday Reports?Content Is this data available via Reporting - Would like to create a report listing the SLAs and their assigned holidays. Thanks, Joe Version Feb 2015 -
Using variables in scheduled report namesContent I have a customer who is asking for scheduled report output to include the date in the name of the report output file. As far as I know, the name of the output f…User_2025-02-01-08-47-41-616 32 views 1 comment 0 points Most recent by User_2025-02-03-20-10-42-447
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How to show a report as soon as Agent logs inContent Hi All, Is it possible to show a report (my inbox) as soon as the agent logs in without having to manually click the 'my inbox' report? I have set 'my inbox' as … -
Trend notificationsContent HI All, Is it possible to notify the CC Supervisor / Floor Manager, when there is a sudden trend change in call / email / chat inflows? (e.g. particular issue/pa…User_2025-02-03-18-29-17-316 24 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224
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How to get Account manager name in Reports.Content could some please help me on how to get account manager name in reports. i was using account.manager but it is giving manager id, i need to show manager name. Th…User_2025-02-03-21-49-07-595 22 views 4 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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Report on Distribution of Sales Chat requests for North America on a 24 hr scaleContent Hi, Do we have an existing report on the distribution of Sales Chat requests for a particular profile/group on a 24 hr scale? Like in a stacked bar chart that st…
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Resolution Count within 48 hours in Queue Effectiveness reportContent Hi everyone, I am attempting to customize the Standard report: Queue Effectiveness to include a column for Resolution Count within 48 hours and resolution count …
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Unset rows in reportContent Hello Gurus, I have a requirement where i need to Unset rows using using custom scripts. Can it be possible? if yes, can you please help me with proper syntax. B…User_2025-02-03-19-32-04-846 49 views 2 comments 0 points Most recent by User_2025-02-03-19-32-04-846
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Set URL of Web Browser Componet via ScriptContent I want to build a dashboard to use the web browser componet (ID 12950), but I need to set the URL ($URL) via a dynamic value I am calculating in my script. Is it… -
Scheduling a report to send only if the report is NOT blankContent Hi guys, I've set up a custom report that is scheduled to be emailed to me every week to remind me to call certain customers based on a date in their contact rec…User_2025-02-03-18-15-18-780 45 views 3 comments 0 points Most recent by User_2025-02-03-18-15-18-780
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How to show if a Case is "new" on My InboxContent Is there a way to show if a case is "new" on the My Inbox view? Are you able to use functions with the Conditiional formatting? If so we could do something like …User_2025-02-03-16-13-36-190 25 views 1 comment 0 points Most recent by User_2025-02-03-23-55-43-518
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Errors when opening reports with slices in Aug16 SP1Content We are currently performing our UAT on the upgrade from May16 SP4 to Aug16 SP1. Several of our key reports are erroring with the below when opening or viewing it…
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Pass Variables to Custom ScriptContent I have found other posts on how to pass filter values to a custom script, but does anyone know how to pass variables. Example - User enters a value into an ad-ho…
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Avg/Total Handle Time by Supplier (Organization)Content Hello, I am working on a report that requires the Avg. Total handle time by supplier. How is this calculated? I copied the following formula from a different rep…User_2025-02-01-08-40-26-447 18 views 2 comments 0 points Most recent by User_2025-02-01-08-40-26-447
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Concurrent ChatsContent Hi folks, I have been tasked with working out the average amount of chats handled at a given time. We cap at 4 (our max number an agent can be working on at any …User_2025-02-01-08-41-48-500 19 views 3 comments 0 points Most recent by User_2025-02-03-22-20-20-973
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Survey Choice Response RateContent In the above report, The percent is calculated based on the total number of responses for the entire period. For example if I run this report for 6 months and ch… -
Converting date/time to date and then comparingContent I have a customer who's SLA is in days, not minutes. If the due date is 10/27 @ 11:00, it doesn't matter if we complete at 11:00 or later in the day. Essentially…User_2025-07-18-10-10-26-596 34 views 2 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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Capture complete page name in ReportingContent Hi, We have a requirement where the user needs a report on the web page url and the page name (the Omniture Value). I can see that the webpage url value can be g…
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Adding intermediate new Row in ReportContent Hi All, I have a report which will returns n number of rows and the number of rows in report will vary each time. I want to always append new row in that report …User_2025-02-03-19-28-13-393 30 views 0 comments 0 points Most recent by User_2025-02-03-19-28-13-393
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Definition Needed for Response Time ReportContent Anyone know which definition I should use if I want to find out the 1st response time after an incident is assigned to a rep? I'd use the normal 1st response def…User_2025-02-03-18-36-38-730 26 views 3 comments 0 points Most recent by User_2025-02-03-18-36-38-730
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Impact of DST on ReportsContent Hi! I can find limited information on this and hope someone can give me a better idea of the intended behavior. We are in EST and this past weekend we have the d…
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Top most negatively rated answersContent Hi all, I'm looking for an easy way to report on the 10 most negatively rated Answers. I don't have much reporting-fu. I tried to run this one, as attached, but …User_2025-02-03-18-15-14-896 26 views 2 comments 0 points Most recent by User_2025-02-03-18-15-14-896
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Report Scripting - How do to determine no rows returnedContent Does anyone know how to use report scripting to check for no rows returned. I want to have an if statement that says If NO Search results (i.e. no rows returned)…
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Report on Agent Time Worked on an Incident when not First AgentContent Hello, I have a need to show the team performance of agents who are at the top of our customer service chain. Our usual workflow is that the first tier of suppor…User_2025-02-03-18-33-19-109 30 views 2 comments 0 points Most recent by User_2025-02-03-18-33-19-109