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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Information to the agents, if a dashboard is updatedContent Hello together, we using a dashboard with browser-component. The browser is linked to an internal FAQs called "News". The idea in the background is, to get the a… -
Initial Assign (Abs) larger than Initial Response (Abs)Content On the Email Performance report, we are seeing a couple of days where the Initial Response (Abs) is actually larger than Initial Assign (Abs). Theoretically, the…User_2025-02-01-08-41-04-877 23 views 1 comment 0 points Most recent by User_2025-02-03-21-53-19-701
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Defining a 'Group Date' for a variable in ReportsContent Hi Friends, For a variable type ‘Predefined List’ with the list name as 'Group Date', the values can be sliced to the most up to Year/Month/Day/Hour. Is there an…User_2025-02-03-19-33-30-493 52 views 6 comments 0 points Most recent by User_2025-02-03-19-33-30-493
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Time in Queue (Work Hours)?Content Hi, I am using this report (pdf attached), but I was wondering if the Time in Queue (Work Hours) column, I read the RN definition as " number of hours from a spe…User_2025-02-03-17-56-44-865 47 views 6 comments 0 points Most recent by User_2025-02-03-17-56-44-865
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Limit on date_diffContent I'm trying to use the date_diff function in a segment to find contacts over a certain age, and am having some trouble, so I tried putting the same code in a repo… -
Problem when exporting Report to ExcelContent Hi, Our text fields appear in dissorder after exporting to Excel. It looks correct in Design & Report View Mode. What could be the problem / How can we fix this?… -
24 hour SLA excluding weekendsContent Hello! I currently have a report that uses the below expression to return the number of incidents that were not processed within 24 hours. count (if(incidents.la…User_2025-02-03-20-55-18-663 51 views 5 comments 0 points Most recent by User_2025-02-03-19-53-47-434
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report on mailing campaigns done last 12 months having the mailing includedContent wonder if it's possible having a report per campaign showing the mailing text and all the contacts this has been sent ? would need such for a 12 months overview …
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Reporting on Duplicate ValuesContent We have a requirment to report on a custom object and if we find a duplicate in a certain field, show the 2 records on the report. The person who wrote the requi… -
Email Alert by AgentContent Is it possible to set up an email alert to the Agent, based on the agent (logged in) once a survey is completed received with the agent as the Assignee?User_2025-02-03-20-17-22-697 19 views 2 comments 0 points Most recent by User_2025-02-03-20-17-22-697
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Chart colorsContent Is it possible to change chart colors manually? So that for example "complaints" would be always red in all reports. -Pekka M.User_2025-02-03-19-16-50-953 21 views 4 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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flow2question.seq - Need survey questions in order on reportsContent Hi Everyone, In the canned reports, the survey questions are not showing in the same order in which they are presented in the survey itself. I understand from th… -
Can't Create Multi-edit ReportContent Just upgraded to May, 2015. Lost ability to create multi-edit report. Now when selecting multiple lines to edit, with e.g. Task and wanting to edit the Status fo…User_2025-02-03-18-56-40-556 30 views 3 comments 0 points Most recent by User_2025-02-03-17-51-39-278
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Percentage CalculationContent Hi, We have a requirement of Calculating the percentage of Escalated Incidents and Cancelled Incidents, we have added two fields which gives us the value of Numb…
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Custom Fiscal CalendarContent Hi all – I am trying to build a monthly and quarterly report that runs automatically to coincide with our fiscal calendar. At this time I have to manually tweak …
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filtering incidents into a queueContent Is it possible to filter incoming incidents and assign them to a specific queue based on keyword in the subject heading. e.g. any incidents with the word complai…
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Incident count for Updates within 7 days atleast 3 timesContent Hi, We have a requirement to develop a report to list incidents which have been updated (it can be any) exactly 3 times with date range last 7 days. Any ideas ap… -
Changing filter display valuesContent Hi. I havent found a way to how change the values of "display search criteria inline". At the moment if I select to show my "Date Range" -filter in a report it s…
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Report Index QuestionContent Could anyone tell me why when I have a report that lists incident details, the report uses indexes and queries only 3.8M rows, but if I group by a variable in th… -
Export All option not available to userContent We have one user when exporting a large report to excel, does not have the ability to select Export All data in the data Set. Another user with exact same permis…User_2025-02-03-20-25-13-140 29 views 2 comments 0 points Most recent by User_2025-02-03-20-25-13-140
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Averaging the # of days openContent I have created a report where I am looking at incidents from a subset of our customers - I rollup this report by Customer Name and then Incident Severity and the…User_2025-02-03-20-09-07-459 39 views 3 comments 1 point Most recent by User_2025-02-03-18-51-12-084
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Search for hyperlink text?Content I am attempting to do an answer search for a website name prevalent in many of our answers. However, my search (answers.search_cpx like) will not return any answ…
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Chat not Assigned a Group - "No Value"Content Hello, Is anyone able to explain how a chat gets reported without a group? (see "No Value" below) Thanks, NickUser_2025-02-03-16-48-16-590 34 views 1 comment 0 points Most recent by User_2025-02-03-17-33-54-785
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Custom summary calculation for Analytics reportContent We have a unique report where we want to have custom summary calculation that is dependent on the summary information from other 2 columns. For e.g. please see t…
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Filter for incidents about to go out of standardContent I've created a report for our team that counts incidents that are open and past their SLA - Overdue requests. The team would now like a second count on the repor… -
Exporting reports through APIsContent Hello, We need to extract data from RightNow every 5 or 10 minutes. There are some objects that are not available through native APIs, only through RightNow repo…
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Report to count only if 'yes' is the value across multiple fieldsContent We have a number of Opt-in fields that record different customer preferences. e.g. does the customer want to receive (field 1) Brochures - Yes/No, (field 2) SMS … -
Possible to see comments on forwarded incidents?Content Hi everyone I have a report which shows incidents with the transaction type of Forwarded, and I have a column which shows the email address that the incident was…User_2025-02-01-08-29-25-648 40 views 3 comments 0 points Most recent by User_2025-02-01-08-29-25-648
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Survey Completion Results/ScoresContent We are attempting to create a report that will provide detailed survey results that will yield overall scores by agent type, incident type, date range, and more.…User_2025-02-03-17-20-52-637 28 views 1 comment 0 points Most recent by User_2025-02-03-17-20-52-637
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"Last Agent Responded" on ReportContent Hey everyone, I am trying to build a report that will show the "Last Agent Responded" to an email. However, I have only been able to add Created and Response Sen…User_2025-02-01-08-41-04-877 37 views 5 comments 0 points Most recent by User_2025-02-01-08-41-04-877