Reporting and Analytics
Discussion List
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Concurrency at Interval LevelContent Hi there, I'm having some trouble getting concurrency to calculate correctly at an interval level. If I use the out of the box Chat Concurrency Factor calculatio…User_2025-02-03-22-21-24-745 25 views 3 comments 0 points Most recent by Eleanor Fogg Reporting & Analytics for B2C Service -
5+ chats abandoned within 30 minsContent Hi, Hoping somebody uses something similar or will know how to proceed. I made a report to show abandoned chats (customer left before agent got engaged) and want…User_2025-02-03-16-51-39-328 34 views 5 comments 2 points Most recent by Amy Nash Reporting & Analytics for B2C Service
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Audit TablesContent Hello, Hoping someone can add to my list of fields that they use to audit what users in the agent console have done and changed? These are the ones I've used, do…User_2025-02-03-17-08-02-219 62 views 1 comment 0 points Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service
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Report to show incidents that have attachments?Content Hi all, Is there a report available that will show me all incidents that have attachments on them? Or can I do this from a custom report? I've not yet been able …User_2025-02-01-08-29-25-648 35 views 2 comments 0 points Most recent by User_2025-02-01-08-29-25-648 Reporting & Analytics for B2C Service
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Can RightNow Track All Agents that Responded to a Case?Content For example: Lets say a case comes in by email. Agent A opens the case and send a response. The case is not solved by Agent A and the customer sends another repl…User_2025-02-01-08-29-23-701 31 views 1 comment 0 points Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service
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Dashboard Styling - Gauge ReportContent Hi all, I was wondering if anyone has any styling tips that they find useful when trying to add a multi-gauge report to a dashboard or in general. I want to give…Colby Ross 47 views 1 comment 1 point Most recent by Mark Kehoe-124305 Reporting & Analytics for B2C Service -
Move row data into columnsContent Hi, I am trying to use the Incident Audit Log as the basis for an incident status progress report and would like to only have one row in the report per incident …Craig Hevey 51 views 5 comments 2 points Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service -
3 responses from staff account in a rowContent Hi, I am trying to count the number of threads from Staff Account (from Threads table) when there was no threads from other users in between (e.g. trying to iden…User_2025-02-03-17-20-20-749 40 views 4 comments 3 points Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service
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Nancy Franchino 28 views 1 comment 0 points Most recent by User_2025-02-03-16-51-39-328 Reporting & Analytics for B2C Service -
Showing Unique records count at footer levelContent Hi, I have a requirement to show unique records count at report footer level. i.e Record Count: {NumberOfRecords} The report which customers are using is having …User_2025-02-03-17-37-46-913 40 views 3 comments 0 points Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service
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Aged Incident after ReassignContent Hello-- I'm looking for a way to have a report where I can have two columns; one showing the age of the incident which I currently have no problem doing, and ano…User_2025-02-03-21-37-51-574 32 views 1 comment 2 points Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service
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Incidents with more than one task?Content I'm trying to create a report which counts the number of incidents which have more than one task, grouped by product ID. Outside Service Cloud I'd try to use som…User_2025-02-03-16-58-30-021 23 views 4 comments 0 points Most recent by Simon Kilgarriff-118560 Reporting & Analytics for B2C Service
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Editing report descriptionContent Hi, I have been trying to find a way to edit a description for out-of-the-box reports to reflect any changes that have been made to the functionality. Ideally, I…User_2025-02-03-17-20-20-749 50 views 5 comments 0 points Most recent by User_2025-02-03-17-20-20-749 Reporting & Analytics for B2C Service
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Export to Excel - only want date, not date/time to appear in date fieldContent I have tried about 5 different ways to format the dates in a report I have created and then export that date to be the date only with no timestamp in Excel. No m…User_2025-01-31-02-50-15-254 42 views 3 comments 0 points Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service
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Reporting on deliverability service e-mail for compliancyContent Hi there, Do you know whether I would be able to report on whether a service e-mail has been delivered to the customer via the TLS 1.2 protocol or not? This is f… -
By using Report API need to insert custom object recordContent Hi All, I have one requirement like below, I want to insert new record in Custom object when the schedule report gets executed ( for example : If the report get …User_2025-02-03-19-42-55-164 36 views 7 comments 1 point Most recent by User_2025-02-03-19-42-55-164 Reporting & Analytics for B2C Service
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Using report variables in report header textContent Apologies if this has already been answered, I searched the KB and both forums for the answer to my question but was not able to find anything. I am putting some…Mike Griffiths 45 views 3 comments 0 points Most recent by Mike Griffiths Reporting & Analytics for B2C Service -
Why is my count coming out wrong?Content I have a dashboard that i am creating and I am trying to create and Standard Report with Chart This if for a team that calls our customer before we have a schedu…User_2025-09-26-00-09-50-343 24 views 5 comments 0 points Most recent by Mike Griffiths Reporting & Analytics for B2C Service
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Pass filter value of search report from workspaceContent Hello Everyone, I am facing a issue of passing filter value from Incident workspace. steps what i have done. 1. Added one search field in Incident workspace whic…Sathya Rajendran 63 views 9 comments 0 points Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service -
Save as Default setting in AnalyticsContent In my experience this setting rarely works. Modifying report parameters, choosing to save them as the default and going back to the report generally results in t…Jared Terry 52 views 11 comments 0 points Most recent by Darsen Prasad Reporting & Analytics for B2C Service -
Get Product Name for IDContent Hi All, I have product id field in custom object called "Recipient rule". I want to display product id & product name in my report. My custom object is linked to…User_2025-02-03-16-53-11-440 62 views 1 comment 0 points Most recent by Anuj Behl Reporting & Analytics for B2C Service
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Contact updated within short space of timeContent Hi all, I want to create a report to identify contacts, who has updated through customer portal within short space of time (i.e. within 30 mins). Please refer th…User_2025-02-03-16-53-11-440 39 views 12 comments 2 points Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service
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AnalyticsReportFilter Date/DateTime filters formatContent I cannot seem to get the reports to filter properly by DATE or DATETIME datatypes. What format do we need to send the filter value in as??? I've used the followi…User_2025-02-01-08-32-27-566 58 views 10 comments 0 points Most recent by User_2025-02-03-17-27-37-307 Reporting & Analytics for B2C Service
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Reporting on number of failed loginsContent Is the table / field that counts the number of invalid logins to the Customer Portal something available to us? We are wanting to display some type of message af…JLFolkman 47 views 3 comments 0 points Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service
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Duplicate rows issue in reportContent Hi everyone, We are working on a report that will show the number of assigned agents per agent and per queue. Our agents can receive incidents from multiple queu…User_2025-02-03-19-46-58-947 65 views 7 comments 1 point Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service
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Legend in chart not sorting in the order of the reportContent I have a report set with the two level sorting I want to have - by month and by a text field in the report - and I have a chart using the same fields in that rep…User_2025-01-31-02-50-15-254 36 views 0 comments 0 points Most recent by User_2025-01-31-02-50-15-254 Reporting & Analytics for B2C Service
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Only show first created incidentContent Hi All OK so we have a custom object that is related to the incidents table so we can relate an entry in the said CO to many incidents. We have then created a st…User_2025-02-03-19-35-06-088 30 views 6 comments 0 points Most recent by User_2025-02-03-19-35-06-088 Reporting & Analytics for B2C Service
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Incident age 'grid'Content I need to create a report which shows the age of an incident, using the field incidents.c$sla_start It would be arranged as below: Days Open: 1 2-7 8-14 15-21 22…User_2025-02-03-17-31-49-785 38 views 5 comments 0 points Most recent by User_2025-02-03-16-51-39-328 Reporting & Analytics for B2C Service
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Add button to download the file attachment in an custom reportContent Hi, How I to add button to download the file attachment and save the file to the location you specify on my workstation in an custom report. Regards, TatianeUser_2025-01-25-06-00-20-716 53 views 0 comments 1 point Most recent by User_2025-01-25-06-00-20-716 Reporting & Analytics for B2C Service
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Exporting knowledge in individual HTML filesContent Hi all, Long-time reader, first-time contributor. Please be gentle Our business is shortly going to be migrating away from Oracle RightNow and moving over to Sal…User_2025-02-03-16-29-47-183 33 views 3 comments 0 points Most recent by Anuj Behl Reporting & Analytics for B2C Service