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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"Live" Performance StatsContent Hi all, I have struggled for a while to get live performance stats. I have some, but they are in separate reports. What I would like to see is a single report wi…User_2025-02-01-08-29-25-648 29 views 2 comments 0 points Most recent by User_2025-02-03-19-30-01-975 -
How do I add a default text string to the run-time filter in a report?Content Hi I think we have reached a data limit in our system where even our 'quick search reports' are having to queue so i'm looking at options to reduce the amount of… -
Reporting SLAs on Social Monitor created IncidentsContent Hi All, I have been trying to build this reports for almost 3 days straight now. My client is using Social Montior to handle direct and private messages. the cur… -
Expression Help - First Solver for FCRContent I'm working on a FCR report. I have created a Custom Incident Field called FCR that changes from Yes, to No, once an incident is Updated. What I am trying to bui…
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Report layout - horizontal instead of vertical?Content Hi all, Is it possible to change the report layout from vertical to horizontal? For example FROM Agent Incidents Handled A 100 B 245 C 123 TO Agent A B C Incide…User_2025-02-01-08-29-25-648 21 views 4 comments 0 points Most recent by User_2025-02-01-08-29-25-648
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Tracking Knowledge Articles Sent by AgentsContent Similar to the Standard Text Utilized by Agents report, I'd like to be able to track which knowledge base articles are being sent to our members, and by which ag…
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How to calculate Unresolved incidents after End user reply backContent I created a report which calculate how many Incidents closed by an agent, however i am stuck on a question as below : if agent mark incident as Resolve (Close) a…User_2025-02-03-20-38-38-926 27 views 4 comments 0 points Most recent by User_2025-01-30-19-06-33-073
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Chats Avoided by Intervention - SmartAssistantContent We're going to add SmartAssistant before chat requests are submitted, to better help our members self service. There's a report, Questions Avoided by Interventio…User_2025-02-03-16-48-16-590 25 views 3 comments 0 points Most recent by User_2025-02-03-16-48-16-590
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Unique Accounts number logged in the systemContent Hello, I created a report which shows me the agents which are logged on a daily basis, but the report counts the number of lines for each login and not the uniqu…User_2025-02-03-17-38-42-482 30 views 6 comments 0 points Most recent by User_2025-02-03-17-38-42-482
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Answers Display Control - report on times viewedContent HI all, We would like to use the workspace feature of displaying an answer within the workspace by adding an Answer Display control; however, has anyone added th…
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# Days since an incident was openedContent Hello everyone, I want to show the number of days an incident has been open by calculating the datediff between incident.created and sysdate on a report. Can any…
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Product hierarchy - how to view all levels in a report?Content Hi everyone I am trying to create a report which will show me all levels within a Product Hierarchy. For example one of the Products may be "orders > amend order…User_2025-02-01-08-29-25-648 36 views 2 comments 0 points Most recent by User_2025-02-01-08-29-25-648
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Links is in disabled mode-Custom object reportContent Hi All, I have created custom report for Custom object (XXXX) but the "Links" option is in disabled mode for that report.Please find the screenshot. Why is it in…
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Filtering data on most recent dateContent I am creating a report using a custom object linked to a contact. I want to display only the most recent date that is contained in the date column/custom object …User_2025-02-03-21-55-02-914 15 views 2 comments 0 points Most recent by User_2025-02-03-21-55-02-914
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calculate the time difference between two datesContent Hello Team, How can I calculate the time difference between two dates. (Incidents.closed and incidents.created) I want the time in this format 'HH MI SS' . I mea…User_2025-02-03-19-26-48-025 41 views 7 comments 0 points Most recent by User_2025-02-03-20-10-42-447
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Different stats tablesContent What is the difference between kf_answer_stats and answer_stats?
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Multi-select responses (not ****) but words pleaseContent I'm trying to write a report for feedback where the answer text is put in a comma separated list (not a csv, but literally a list of all the responses checked) f… -
Red X in grid for Chart Report/DashboardContent Has anyone seen this before? I have a Dashboard with 4 chart reports. The top 2 reports have a Red X across where the grid should normally be. It shows up on oth…
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Reporting on incidents automatically closed with a standard responseContent We have a few categories set up that will generate a Standard Response back to the customer and auto solve the incident so an agent doesn't have to answer routin…
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Agent Daily Total Chats in Real-Time ReportContent Hello, I'd like to add a column to the standard My Chat Agent Statistics - Real Time report that displays the total of chats an agent has taken for the day. Some…User_2025-02-03-16-48-16-590 24 views 5 comments 0 points Most recent by User_2025-02-03-16-48-16-590
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Setting report permissionsContent Hi all, Is it possible to set permissions at an individual user level rather than at profile level? Many thanks in advance David Q Version Service CloudUser_2025-02-03-16-20-21-531 27 views 2 comments 0 points Most recent by User_2025-02-03-16-20-21-531
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Locked and Active Accounts Notification via EmailContent Hello, Is there a way in Oracle RN system so set a notification via email for the situations when the active Agents account are more than 5 established? I mean i…User_2025-02-03-17-38-42-482 14 views 2 comments 0 points Most recent by User_2025-02-03-17-38-42-482
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Survey Results Filter not filtering the actual answers.....Content We are trying to filter the results from our surveys and have added the date completed filter to the report however there is an action function that is calling a…
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Question for a Survey Reporting FilterContent We have recently began exploring surveying in our business. We are interested in creating a scheduled report based on a few criteria. On this specific report we …User_2025-02-03-19-28-20-911 23 views 2 comments 0 points Most recent by User_2025-02-03-19-28-20-911
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Last Referring URL ReportContent Hey everyone, I am attempting to build a custom report to show the Last Referring URL before a Chat Request. I have built a "referrer" report where I used "click…User_2025-02-01-08-41-04-877 40 views 0 comments 0 points Most recent by User_2025-02-01-08-41-04-877
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"Unknown" in Chats by Operating SystemContent Hello, Our client success manager created a custom report for my team and me since we just implemented Live Chat on our FAQ site. It follows the same format as t…
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Clickstreams table for Answers?Content Hello, I'm trying to create a report that shows a breakdown of answers by OS, filtered by product and date. I can't get the report to run (it keeps breaking due …
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How to Add exception based below conditionContent Hello Team, Finding difficulty to write correct syntax during creation of exception. Color indication should be showed based on the below condition. If incident …User_2025-02-03-19-26-48-025 16 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224
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Last updated by - IncidentContent Hi Gurus, How could we get the Last Updated By in Reports, Connect PHP Thanks, Mohan