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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Help needed to create a detailed chat reportContent i need to create a chat report with following below column, Date Queue Interval Chats Offered Chats Completed Abandoned Chats SLAs Met Average Wait Time Idle Ses… -
Use of knowledge baseContent Hi colleagues, I'm trying to determine which knowledge base articles are being used by which agents. The out-of-box reports are helping but I want to get more: a…User_2025-02-03-16-20-21-531 47 views 0 comments 0 points Most recent by User_2025-02-03-16-20-21-531
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Audit of agent/user transactionsContent Hi colleagues, There appear to be out-of-the-box reports that can tell what an agent has done within a customer record. However, I can't find a report that would…User_2025-02-03-16-20-21-531 28 views 1 comment 0 points Most recent by User_2025-02-03-22-10-51-246
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Filter on answers viewed by signed-in users on customer portalContent For reports referencing answers viewed on the customer portal, I'd like to be able to filter out answers viewed by signed-in users. We don't have any SLAs for ou…User_2025-02-03-16-48-16-590 34 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224
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Calculating AHT for emailsContent Hi colleagues. I've been asked if it is possible to calculate AHT on email interactions on teh basis of the time an agent started working on an email to the poin…User_2025-02-03-16-20-21-531 21 views 3 comments 0 points Most recent by User_2025-02-03-19-32-04-846
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Export List of Org's w/in HierarchyContent Situation We have Company A Under company A we have a large number of companies listed under it's Hierarchy. Is their a way to export a list of said companies un…
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Reporting on Survey ResponsesContent Hi All, I am wondering if someone can help me. I am trying to Report on the Response to a particular question. For Example if in a question we capture a Name (us… -
Agents staffed per interval reportContent We've got a workforce management group that uses Erlang C to forecast calls and needs to come up with something similar to what that accomplishes via a report th…User_2025-02-03-20-43-46-497 32 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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Use a "friendly" name in the From field of a scheduled report?Content Is there a way to use the display name or full name of the account specified in the 'Run report as' field of a scheduled report, instead of the email address? Fo…
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Staff Account Access ReportContent I am currently running the out of the box report: Staff Accounts by Profile with Last Accessed - this report is not currently functioning for us- it processes fo…
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Agents who have worked on an Incident?Content Trying to figure out the best way to query this information Basically, need a daily report showing a breakdown by queues and then all agents who have worked on a… -
Open record in report with custom scriptContent I have a report that has a custom script that looks for matching contacts in the report and then in one column lists all the roles (a custom object) associated t… -
Transactional Survey Reporting - contact recordsContent The question is two fold. Our organization uses a one way API to push data from our product into the Service Cloud, this API push creates a new contact within ou…User_2025-02-01-08-44-37-989 17 views 3 comments 0 points Most recent by User_2025-02-01-08-44-37-989
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Editable columns display stylesContent We have enabled inline editing for certain reports, is there a way to change the way the editable columns are displayed? For example we'd like to display a "Yes/… -
Only include certain number of rows for scheduled reportsContent Hello, I have a report that is set up to count incidents for each level 1 resolution. I have the page report button set to 5 as I only want to see the top 5 from… -
Help with expressionContent Hello, I'm hoping someone can help me with an expression that I'm trying to edit within a report. I've attached an export of the report. I need to group by exter…User_2025-02-03-20-01-41-735 49 views 4 comments 1 point Most recent by User_2025-02-03-19-30-01-975
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Updating Report DataContent Hi, I have created a report in "Report Explorer" which will display few records in incidents table. I need to update the status value of these records which are …User_2025-02-03-19-28-13-393 19 views 2 comments 0 points Most recent by Premkumar Sabarinathan-Oracle
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Report on Emails Solved by Agents with No Response SentContent I'm trying to create a report that shows incidents solved in our email queues by agents where no response was sent. I've tried altering some of the FCRR reports,…User_2025-02-01-08-26-22-513 29 views 1 comment 0 points Most recent by User_2025-02-03-21-53-19-701
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Chat incident Data string roll upContent Hi Collegues I am trying to roll up the text string into one long cell. Currently each incident for webchat appears as - 1) "Hello my name is x?" 2) "no value" 3…User_2025-02-01-08-41-48-500 18 views 3 comments 0 points Most recent by User_2025-02-01-08-41-48-500
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Report showing what an agent has in in-boxContent Hi colleagues, is there an out-the-box report that would enable me to see what is in each user's in-box on a real-time basis? Many thanks DQ Version Service CloudUser_2025-02-03-16-20-21-531 26 views 2 comments 0 points Most recent by User_2025-02-03-16-20-21-531
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Scheduling reportsContent Hello! I've been trying to schedule a Keyword searches report, but the To field options don't have my email address listed. I definitely exist. I am an admin. ho…User_2025-02-03-17-14-42-008 42 views 4 comments 0 points Most recent by User_2025-02-03-17-14-42-008
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Create report on top answers viewed based on public portal keyword searchesContent Hi, I'm new to reporting and I need to create a report that generates a list of top viewed answers in our knowledge base based on keywords members of the public …
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what types of data comes in chat activity - AgentContent can anyone explain what kind of data comes in chat activity - Agent standard report which is located under \Public Reports\Service\Chat Reports location, i am as…User_2025-02-03-20-38-38-926 29 views 0 comments 0 points Most recent by User_2025-02-03-20-38-38-926
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Report to search threadsContent Hi All, I really don't believe that this is possible but I thought I would ask the wider community for clarification. One of my clients has asked if it is possib… -
How to get a report on missed chats?Content Hi, I have a requirement to get the data for missed chats. I can see that interaction_segment_events.event_id has got values like "Declined", "Abandoned", "Aband…
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Report is not showing correct dataContent Hi Everyone, i am facing an issue in reports. i am using 2 joins in reports, contact -> incidents and contact-> products( this is custom object and 1:M relation)…User_2025-02-03-21-49-07-595 23 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224
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Modify Incident statusContent I need to update the status column value of these records which are returned in this report. I think I need to create a custom script for this in report. Can any…User_2025-02-03-19-46-28-927 18 views 2 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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Update notifications (database - user accounts)Content Anyone have any reports in place that notify internal departments when there are User account, queue updates (new/disabled) to the system. Trying to figure out t…
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Timing of Contact Emails - Incident WaitingContent Afternoon everyone! We currently have emails that go to contacts when a response isn't received on an incident "Incident Waiting". It can be found @ ConfigSettin…User_2025-02-03-18-36-38-730 28 views 4 comments 0 points Most recent by User_2025-02-03-21-53-19-701
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Pending since how many days ReportContent I need to make a report which has the following format. Since how many days is the incident in its current status. i.e. I want to calculate= count of (sysdate - …User_2025-02-03-22-27-06-740 40 views 8 comments 0 points Most recent by User_2025-02-03-19-30-01-975