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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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… -
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 14 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975 -
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 27 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 42 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… -
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 44 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 20 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 24 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 39 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 34 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…
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Extract Banner flag text for all incidentsContent Hi All, I'm after a simple report to extract all incidents where the banner flag has been used (regardless of importance) and text entered/deleted. Doesn't seem …User_2025-02-03-17-27-27-912 21 views 4 comments 0 points Most recent by User_2025-02-03-17-27-27-912
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chat_agent_performance_intervalsContent Hi ! We are in the process of creating reports to show an agents total logged in time total time spent chatting (they can handle two chats at the same time) tota…User_2025-02-03-21-49-43-585 24 views 3 comments 0 points Most recent by User_2025-02-03-21-49-43-585
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Retrive Logged account info in custom report scriptContent Hi guys, I have a incident report that use a custom script. I need to retrive some custom fields from the loggend account to use in the script to build the repor…
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Queue performanceContent Hi, I'm trying to run a standard report on the performance of a particular queue. I want to know the average time it's taking to resolve incidents in that queue.…User_2025-02-03-20-50-40-327 38 views 4 comments 0 points Most recent by User_2025-02-03-21-53-19-701
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Help with reporting incidents by date last updated without the timeContent Hi, I've been attempting to create a report that lists the number of incidents in a specific status by the date they were last updated. I've been having an issue…
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Report control in Workspace - Tab Number OverviewContent Hi, Is someone able to point me in the right direction, I have seen previuosly a setting which enables the tab in the workspace to show a overview number that is…User_2025-02-03-16-21-51-976 28 views 2 comments 1 point Most recent by User_2025-02-03-16-21-51-976
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Show answer ratings and feedback in one reportContent Hi, is it possible to show the answer rating (we use star rating 1-5) and the corresponding comment/Incident if any in a report? We would like to see the rating …
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Report Archive Best PracticeContent I have over 1,000 reports to archive. I need to ensure only Full Access users have access to view/copy/execute these reports. Is there a way to limit user permis…User_2025-02-03-18-49-47-601 31 views 1 comment 0 points Most recent by User_2025-02-03-22-16-06-242
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Apostrophe in ROQLContent Hi Gurus, We have to use the value which has apostrophe in it in ROQL. Use case like , we have a country name Cote D'ivoire. We have to pass this value as an arg… -
Returning a percentage of random incidentsContent Hi, I was wondering how I could only display, for example 25%, of the total returned incidents in a report? Ideally they would be random. The situation is for a …User_2025-02-03-19-34-13-477 37 views 3 comments 0 points Most recent by User_2025-02-03-19-34-13-477
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report identifying all reports using a specific fieldContent Is there a report that will provide me all reports that are accessing a specific field? (joins, filters, columns in the report itself) ie show me all reports tha…
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Keyword search reportContent In the keyword search report, there's a column called result_list. It's a list with answer's IDs. I want to create a second level on this column, this seconde le…
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Linking Question Sessions with relevant Incident responseContent Hi all, We send an agent satisfaction survey every time an incident is closed. With AAQ/Email incidents, this is when we have sent a response. The customer can r…User_2025-02-03-16-16-07-671 31 views 9 comments 0 points Most recent by User_2025-02-03-16-16-07-671