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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? about Incident Transactions Counts from CookbookContent First, let me just say thank you for this report. It has solved an outstanding "want" that our business had for some time now. The last piece that we need to res… -
Issue with Monthly Trend Report Filtered by GroupContent I'm really just looking for some best practices here... We have a few reports used primarily by our Contact Center that show monthly totals and trends. Currently…User_2025-02-03-16-48-16-590 26 views 0 comments 0 points Most recent by User_2025-02-03-16-48-16-590
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Measuring contact deflectionContent How do you measure contact deflection? Counting only those contacts deflected through Smart Assistant isn't complete. Many resources suggest surveys to get a rat…User_2025-02-01-08-14-04-387 31 views 2 comments 0 points Most recent by User_2025-02-01-08-14-04-387
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Searching the Organization Name within a ReportContent Any tips on being able to search on the Organizaitono Name within a report that acts like "contains". Currently we are using Complex Expression. Unless we use th… -
Business Day Filter in the Agent Performance ReportContent Hi All, I need to customize the standard Group Performance Simple report to add the Business Day Filter on the Average interval Time. I need to exclude the Satur…
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Escalation task reportContent Hi All, I have a requirement to create a report which shows all the tasks which are going to be escalated. In the search level,I need to enter the value in minut…
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A scheduled report based on the last 30 daysContent I have a report that pulls the records I want and is emailed out once a month. This part works as expected. But I'd like for the report to only pull the records …User_2025-02-01-06-53-42-045 25 views 2 comments 0 points Most recent by User_2025-02-01-06-53-42-045
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Historical Incident Count by StatusContent Hello Everyone, I am looking to create a report that shows Incident counts in a queue over a historical period of time by day, for example the individual days in…
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Time spent on an articleContent Hi, We want to analyze the article usage in our organization and one of the parameters is the time users are spending in viewing the articles/answers. I have gon…User_2025-02-03-16-11-55-768 23 views 0 comments 0 points Most recent by User_2025-02-03-16-11-55-768
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Response Types and Inc_Performance TableContent What types of response are considered when looking at the "Create to Initial Reponse" interval on the inc_performance table? Is it just looking for a response by…User_2025-02-03-22-31-24-751 44 views 0 comments 0 points Most recent by User_2025-02-03-22-31-24-751
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System Solved Incident ReportContent Is there a report in existence or a good one to modify that will pull all incidents solved by the system? For example the system changes a status to solved due t…User_2025-02-03-19-10-28-887 28 views 1 comment 0 points Most recent by User_2025-02-03-19-31-14-086
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File Attachment Report on Custom ObjectContent Greetings! I understand that to report on attachments we can use fattach.tbl. However, I notice that this is only for standard RN objects. Is there a way we can …User_2025-01-25-00-54-52-705 52 views 4 comments 0 points Most recent by User_2025-01-25-00-54-52-705
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Chat AHT (average handle time) CalculationContent There have been some questions regarding the accuracy of AHT calculation on the chat reports we are using that were all set up by a previous admin. That column i…User_2025-02-01-08-26-22-513 49 views 8 comments 1 point Most recent by User_2025-02-01-08-26-22-513
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Question about Bulk ChangesContent Morning everyone! Is there a way to make a mass change to a list of contacts withing organizations in RN? I have around 2,300 contacts that I need to "disable" s…
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scheduling the same report for different regions with search filters (region & country)Content Hi, I have an existing report (incident counts) that has been schedule to sent a daily report to APAC (using country & region as search filters in the report). N…User_2025-02-03-22-09-22-779 24 views 2 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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Create Report on Report SchedulesContent I need to build a Report where I can search on a specific email address and find all Reports that have that same email on a Report Schedule. I'm able to use the …User_2025-02-03-18-33-23-668 28 views 3 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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Weight & Computed Score in Report ID 176Content In report id 176 sorting of answers is based on weight & computed score(descending order). When I view values for weight & computed score, all the answers weight…User_2025-02-03-16-53-11-440 19 views 1 comment 0 points Most recent by User_2025-02-03-19-31-14-086
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Report on Half an Hour Intervals?Content I just got a request for a report that would report the number of incidents that come in for a certain group every half an hour. To my knowledge, this is not pos…User_2025-02-03-17-33-54-785 28 views 7 comments 0 points Most recent by User_2025-02-01-08-18-48-897
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How to determine the maximum number of customers that were waiting in the chat queue for a given...Content Hello, A client has asked for a report that includes a metric for the maximum number of customers that were waiting in the chat queue for a given date/time range…User_2025-02-03-18-12-37-018 32 views 0 comments 0 points Most recent by User_2025-02-03-18-12-37-018
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Group filter is not working for FirstnameContent Hi, We need to develop the report that who are all having the duplicate[same] firstname. So we try to develop the report by using the group filter where we menti… -
Month wise incident reportContent HI, I would like to create the schedule report for month wise for last one year. The columns are no.of created incident,no. of pending incident and no. of closed…User_2025-02-03-19-33-02-045 31 views 5 comments 1 point Most recent by User_2025-02-03-19-31-14-086
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count of incident which was solved in first responseContent Hi Team, Stuck with some logic here help me if possible. I want the total count of incident which was solved in first response along with agent name who solved i…User_2025-02-03-19-26-48-025 33 views 6 comments 0 points Most recent by User_2025-02-03-19-26-48-025
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Custom scripts on drill downContent Hi everyone, At the moment I'm using this script on each row if($rows[0][2]->val >= 1){$rows[0][1]->val = $rows[0][2]->val;} on the first page of a report and it…User_2025-02-03-17-55-37-176 43 views 0 comments 0 points Most recent by User_2025-02-03-17-55-37-176
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Changing text alignment in custom report on customer portalContent Hello dears, I am using a custom report on the "Account Overview" page on the customer portal. I would like to have all column data text aligned to "center" exce… -
Removing non-breaking space HTML tags from report resultsContent Is there any way to hide these by using custom scripts within the report? Some answers have 50 in a row and it's distracting when attempting to read the co…User_2024-12-17-21-17-15-944 93 views 24 comments 2 points Most recent by User_2025-01-30-01-33-48-907
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Editing expression in standard report (incidents.status_id = 2) saved to my reportsContent The standard report 'Team Activity of Assigned Cases' has the Resolved column defined with Expression: count(distinct if( incidents.status_id = 2, incidents.i_id…User_2025-02-03-18-06-23-364 20 views 2 comments 0 points Most recent by User_2025-02-03-21-53-19-701
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Will turning on Archive and Dormant Incidents improve report performance?Content Will turning on archive and dormant incidents will this improve report performance? We have 10 years worth of data and are looking at turning on one or both of t…
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Count Spaces - Data Type: BlobContent Hi, I am using the function - length(to_char(answers.solution)) to get the total number of characters in an article but it also includes the spaces and additiona…User_2025-02-03-16-11-55-768 30 views 6 comments 0 points Most recent by User_2025-02-03-20-10-42-447
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Report paging for printing a custom report of Answer recordsContent I need to print a hard-copy of a custom report I created that combines Answer records with their associated Notes records, one page per Answer record since this …User_2025-02-03-19-56-58-514 29 views 0 comments 0 points Most recent by User_2025-02-03-19-56-58-514
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Reporting on articles that reference a specific wordContent Hello Everyone! Does anyone know if there's a way to run a report that will give a list of all answers that contain an exact word within the Content section of t…User_2025-02-03-17-24-26-229 16 views 3 comments 0 points Most recent by User_2025-02-03-16-11-55-768