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Reporting & Analytics for B2C Service
Discussion List
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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 -
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 25 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 23 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 36 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 26 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 20 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 20 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 35 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 31 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 27 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 31 views 2 comments 0 points Most recent by User_2025-02-03-18-33-19-109
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Custom Scripts and Report FormattingContent It appears that I cannot use exceptions or conditional formatting on columns that are set by custom scripts. Any workaround/tricks on this at all? We are current… -
Product/Catagory/Disposition LIstContent Is there a report out there that can show me all the Products/Category/Dispositions in our system? We have been live for a year and would like to revisit these. … -
Avg Chat Time reportContent Hi, Is there a report that shows the average time spent on a chat broken out at the agent level? Thanks, Vignesh
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Show value based on ProfileContent Is there a way to use knowledge of the logged in user to show a value. For example, I only want to show a value in a column if the user is part of a certain prof…
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How to check when was the last time any contact access customer portalContent I need to to check when last time my RNT contact accessed Customer Page, or when was the last time they logged in on Customer Portal ? Version 2016User_2025-02-03-19-32-08-953 26 views 1 comment 0 points Most recent by User_2025-02-03-19-32-08-953
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Monitoring Replication DelayContent Does anyone know of a way to monitor replication delays via reporting? I don't think there is a easy way to look at a table and field, but was wondering if anyon…