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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Keyword Search On First Thread EntryContent I have been attempting to build a report that searches just the first entry in thread (or "Your Entry") for specific keywords. The results are picking up the key…User_2025-02-03-17-21-39-302 56 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975 -
Report in incident workspace not filtering by current incidentContent I have a report within a tab in a Incident workspace. It currently shows a chart and should be based on the incident it is within. It uses data from custom Conta…User_2025-02-03-19-34-13-477 35 views 3 comments 0 points Most recent by User_2025-02-03-19-34-13-477
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Calculate the First Time FixContent Hi there, Am looking for a way to calculate the First Time Fix. Within the company, the FTF is calculated based upon the response of one particular person. So it… -
"Keyword Search" on Private Notes/Customer Entry/etc.Content Hi everyone! I am attempting to build a report that would allow us to do a "keyword search" within the Message Thread (Private Note, Customer Entry, etc.). I hav…User_2025-02-01-08-41-04-877 36 views 4 comments 0 points Most recent by User_2025-02-03-19-34-13-477
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Incident transactions report - forwarded incidentsContent Hello I have a report which shows incident transactions, which is designed to show forwarded incidents by agent, so I've got a couple of filters on the report to…User_2025-02-01-08-29-25-648 32 views 2 comments 0 points Most recent by User_2025-02-01-08-29-25-648
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Filter report based on Logged in Contact's Organization in Customer PortalContent Hi All, We have a custom object named Contracts which is a child of Organizations. I should now display the details of all the Contracts under the Organization o… -
Adding AHT to reportContent Hi I have hit a bit of a stumbling block with a custom report. I have attached a Word document showing a few screen prints and some of the definitions I'm using.…User_2025-02-01-08-29-25-648 27 views 6 comments 0 points Most recent by User_2025-02-03-17-30-34-841
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Reporting on null organisationsContent Hi, I'm trying to create a report which displays all incidents with no organisation attached. I have tried filtering on orgs.name and incidents.org_id as No Valu…
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Display Agent Last Name First On ReportsContent Is there an option to display the agent's last name first in reporting - specifically the Incidents Created by Agent report. Thanks in advance!User_2025-02-03-18-04-57-216 19 views 2 comments 0 points Most recent by User_2025-02-03-18-04-57-216
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incident messagesContent I am creating a report and I need to be able to display all the incident messages for one contact. Regardless of it was a private note, customer entry or respons…User_2024-12-17-20-15-55-114 43 views 3 comments 0 points Most recent by User_2025-02-03-17-34-38-012
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Enter a value of more than 40 characters in a custom fieldContent Hello guys, I want to populate a list of values in a custom field that are like 120 or 200 characters, wanted to know how I can add as I only allow a maximum of …
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Difference between data in "ans_stat" table and "Clickstream" table?Content Hi All, What is difference between data in "ans_stat" table and "Clickstream" table as far as answer hits are concerned? Which data related to answer hits is sto…
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Open Workflow / Navigation set direct from a reportContent I have created a report that show account information and linked to user profile, workspaces and navigation sets. With this report it is easy to make changes for… -
Counting number of responses of particular account to calculate FTFContent Hi there, Am looking for a way to calculate the First Time Fix. Within the company, the FTF is calculated based upon the response of one particular person. So it…
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Search Filter for Survey Text-Type Question ResultsContent Hey Everyone! I am attempting to create a report that allows for easy searching through our Survey Answers to open-text questions. I have the report Text-Type Qu…User_2025-02-01-08-41-04-877 17 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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Visits by Contact SLA or Department ReportContent I need to generate a report that shows the amount of visits by Contact SLA or Department. We use the end user interface internally as knowledgebase reference for…User_2025-02-03-20-43-37-203 30 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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Automatically refresh workspace reports when incident primary contact changedContent Hello everyone, Could anyone give some advice on the following use case? When agents/users change incident primary contact to other person, is it possible to aut…User_2025-02-03-17-23-27-336 45 views 5 comments 0 points Most recent by User_2025-02-03-17-23-27-336
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Add 24 Hours to SysdateContent I have the below formula that display Support No when the c$osp_end is the same day as the sysdate. What I'm trying to do so it would still be Support Yes when t…
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Custom report for only the incidents assigned to me on the very previous dayContent Hi, In agent desktop I want to create a report such that I see only the incidents assigned to me on the very previous day. The report should open without any fil…
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Need to filter report output based on a group countContent We have created a custom Payment object in OSC which is associated with an incident - so that an incident can have one or more payments. I need to create a repor…User_2025-02-03-18-05-47-042 51 views 2 comments 0 points Most recent by User_2025-02-03-18-05-47-042
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Filter report based on e-mail address that sent to managed mailboxContent Our sales agents create tickets by sending an e-mail to our managed mailbox e-mail address. I'd like to add a filter to a report that allows me to search for the…User_2025-02-03-18-04-57-216 24 views 2 comments 0 points Most recent by User_2025-02-03-18-04-57-216
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Custom Fields in WorkspaceContent I've reviewed the data dictionary and don't belive this is possible, but I figured I'd check before ruling it out. I'm finding it difficult to review each worksp…
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Difference between primary and secondary search report in workspaceContent Hi All, For all the lookup fields in workspace we have a primary search report and secondary search report associated with them. Can someone shed some light on w…User_2025-02-03-19-26-07-181 28 views 2 comments 0 points Most recent by User_2025-02-03-19-26-07-181
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Correlative number starting with predefined valueContent Hi I wanted to know if there is a way to include a column in a report that could show a correlative number, starting with "40" (for example, agent don't define i…
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Copy Cell to Clipboard in Record LayoutContent I am unable to get a report in Record layout to allow my users to use the 'Copy Cell To Clipboard' function as expected. This works fine in Tabular layout. Expec… -
QlikviewContent Has anyone used QlikView to build dashboards using an API?
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Use Message Base Key as Column Header in ReportContent Having no knowledge of PHP, I've tried to **** around with stuff like $rows[0][0]->val = and: ac_msg_item_byname("****_****"); } ...without success. The goal is …
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Incident Queue Handle TimeContent I need to get stats on how long a ticket was in a particular Incident Queue. I need to see the total time it was in the queue (considering it may have transition…User_2025-02-03-21-53-19-701 44 views 3 comments 0 points Most recent by User_2025-02-03-21-53-19-701
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Checking if contacts exist using an external listContent I have an external list of contacts and I would like to find a way to run a report that used that list to look up the contacts in Right Now to see if they alread…User_2025-02-03-19-34-13-477 38 views 2 comments 0 points Most recent by User_2025-02-03-19-34-13-477
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Calculating FCRRContent Hi I have gone through other posts about this but have not been able to find the answers. I am trying to calculate the first time resolution rate for incidents t…