Reporting and Analytics
Discussion List
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Having a report display a queue even when there is no Incidents in the queueContent I have worked on the attached report for a couple of our clients (attached version slightly redacted) One of the objectives of the report is to list all of the q…Colin Campbell-118909 31 views 4 comments 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service -
Custom Sorting/Ordering based on a Hidden ColumnContent Hi, I have a report based on the "chat_queue_stats_rt" table and would like to create a custom order for the displayed queues (other than alphabetical - I need s…User_2025-02-03-16-51-39-328 39 views 7 comments 1 point Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service -
Trying to show Last Login time for all active agentsContent I'm working on trying to put together a report that shows me all active Staff Accounts as well as each Staff Account's Last Login time. The built-in report "Staf…User_2024-12-17-19-51-10-888 79 views 5 comments 0 points Most recent by David Strong-119949 Reporting & Analytics for B2C Service
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Calculating time spend to close an incidentContent I need to calculate the time being spent on an incident( excluding non working hours, waiting for customer etc). I followed this post:https://cloudcustomerconnec… -
Calculating Row Wise SumContent Is it possible to have row wise Sum just like we have column wise? I could not find the right configuration method to do that. Please screenshot of my report. co…
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Response Interval and Resolution IntervalContent I am just checking Response Interval and Resolution on the Incidents Outside Thresholds report. It is appearing as negative as in the attached snapshot. It is al…Umer 59 views 1 comment 0 points Most recent by Suresh Thirukoti-Oracle Reporting & Analytics for B2C Service
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Edit records in Report viewContent Hi All, Can we edit the records in report view without going to the workspace view (i.e can we change the functional Area from "other " to any other value withou…User_2025-02-03-20-53-36-708 19 views 1 comment 0 points Most recent by Suresh Thirukoti-Oracle Reporting & Analytics for B2C Service
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How to Aggregate with multiple "If expressions" using Date_GroupContent Hello - I am trying to build a "productivity" report that will give me the Count of Incidents Closed, multiplied by the Average Time it should take to close a pa…User_2025-02-03-17-08-35-376 65 views 3 comments 0 points Most recent by User_2025-02-03-17-08-35-376 Reporting & Analytics for B2C Service
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How to access button in the report associated to child object view from parent object.Content We have a view(object1) under Asset object to which a report is associated. I need to disable the Delete button in the view based on the parent object(Asset) sta…User_2025-02-03-19-26-32-915 33 views 7 comments 2 points Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service
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Answer Effectiveness - WindowContent Hi, Can anyone shed light on what the "Window" in the Answer Effectiveness report means? I'm not sure what the difference between daily/monthly/yearly is - espec…User_2025-02-03-19-49-57-702 32 views 7 comments 2 points Most recent by Shilpa Suresh-122587 Reporting & Analytics for B2C Service
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Show First Time AssignedContent Hello I'm new to this forum so I hope this is the right place. I'm building a report for a team that shows the time spent from initial incident creation to when …User_2025-02-03-21-37-51-574 45 views 2 comments 1 point Most recent by User_2025-02-03-21-37-51-574 Reporting & Analytics for B2C Service
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date_diff does not appear to work on dates past 01/01/1970Content Hi All, As many will know, for a long time the date and date/time fields in OSvC would not accept dates prior to 01/01/1970 due to them using UNIX time and seemi…Mike Griffiths 28 views 3 comments 2 points Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service -
Auto Increment Date VariableContent Hi all, Was curious if there was a way we can auto increment a date variable - say hours - to show all increments, regardless of whether there is data for that i…User_2025-02-03-18-58-51-486 34 views 4 comments 0 points Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service
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add link to workspaceContent Hello, is there a possibility to add a link to a workspace? The url behind the link consists of three parts, for example: https://aaaaaa.com/bbbb/ccccdddd/eeeee …User_2025-02-03-20-43-55-510 18 views 2 comments 0 points Most recent by Suresh Thirukoti-Oracle Reporting & Analytics for B2C Service
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How to report on Historic Queue stats.?Content I have a report that shows the number of open incidents in all queues (attached). I would like to get the same report to show me the same data but at a specific …User_2025-02-03-16-51-39-328 21 views 3 comments 0 points Most recent by Suresh Thirukoti-Oracle Reporting & Analytics for B2C Service
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calculate running balance?Content I'm trying to get a report to compile a running balance. I have custom fields to capture all the data, and I know I need a custom script for the calculation, but…User_2025-02-01-08-46-19-550 67 views 19 comments 2 points Most recent by User_2025-02-01-08-46-19-550 Reporting & Analytics for B2C Service
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Count of ans_stats.hits including 0Content I'm making a report to count the ans_stats.hits for all answers in a given time period. I have an outer join on answers and ans_stats and the only filter is on d…User_2025-02-03-18-13-34-376 39 views 4 comments 0 points Most recent by User_2025-02-03-16-51-39-328 Reporting & Analytics for B2C Service
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Audio Alert on Reports (Exceptions)Content Hi, Is it possible to have an exception give an audio alert? In my case, I was asked if we can provide one for a report we use for Live Chat Monitoring. Basicall…User_2025-02-03-16-51-39-328 26 views 7 comments 1 point Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service
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show customer all incidents of colleguesContent Hello, within the customer portal there is an "support history" area, when you logged in with your customer account. This area displays all your incidents you ha…User_2025-02-03-19-37-39-407 37 views 5 comments 0 points Most recent by User_2025-02-03-21-53-19-701 Reporting & Analytics for B2C Service
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FontsContent Does anyone have a text file of the fonts available from the styles explorer? I really don't want to type them all out for a tender response... Thanks! MarkMark Kehoe-124305 22 views 1 comment 0 points Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service -
Calculate target date from another date (excluding weekends and holidays)Content Hi, I have a requirement to show a 'target date' based on a custom date/time field. This is basically showing the target for a given team to deal with an inciden…User_2025-02-03-17-31-49-785 36 views 41 comments 0 points Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service
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Possible to query an incident thread type (ie. private note) to contain a specific keyword (ie....Content I'm looking to create a report that displays only incidents that contain a specific word in a private note. I'm having no problem displaying incidents that both …MikeA 47 views 7 comments 1 point Most recent by Gursimran Singh Saini Reporting & Analytics for B2C Service -
How export custom report data into PDF formatContent Exist a rightnow function (in php code) that allows to export the custom data report result into PDF format file or that allows to create a PDF file with the inc…User_2025-02-03-17-24-49-363 48 views 4 comments 0 points Most recent by User_2025-02-03-17-24-49-363 Reporting & Analytics for B2C Service
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Reporting on Incidents that were Saved with no Actual ChangesContent Reporting when an Agent opens an existing incident for viewing and then saves it without making any kind of changes. It appears when this happens, the user_trans…Joe P. 27 views 4 comments 0 points Most recent by Suresh Thirukoti-Oracle Reporting & Analytics for B2C Service -
Logged in / Logged offContent I've been asked to have a list of accounts that shows "logged in / logged off" for all accounts and then show the last time logged in (or off) I got somewhat ann…Chris Clifton 77 views 13 comments 1 point Most recent by Mike Griffiths Reporting & Analytics for B2C Service
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Dashboard Drill-Down Level RefreshContent We have a dashboard that has a drill-down view. After clicking into the drill-down view the dashboard will eventually refresh (after 120 seconds) which causes th…User_2025-02-01-08-41-00-820 61 views 4 comments 0 points Most recent by NDKoze Reporting & Analytics for B2C Service
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Documentation About Standart ReportsContent Hello, Where can I find documentartion about all Pre-Made Reports? I have a old version (051509v1_feedback_catalog_of_reports.pdf, 051509v1_marketing_catalog_of_…Maria -121372 33 views 3 comments 1 point Most recent by Maria -121372 Reporting & Analytics for B2C Service -
Wrong Language ReportedContent I wonder if anyone came across this situation? I have an incident (email) that has both the Incident Language and Contact Language set to Danish, but when I run …User_2025-02-03-16-51-39-328 34 views 15 comments 0 points Most recent by Gursimran Singh Saini Reporting & Analytics for B2C Service
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to_number not working as expectedContent Code is below. I'm outputting all 3 fields individually. The first is 1, the second and third are both zero. When I add a new column with the definition below, I…User_2025-02-03-19-49-57-702 43 views 1 comment 1 point Most recent by User_2025-02-03-19-49-57-702 Reporting & Analytics for B2C Service
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Inline editing for Account Hierarchy for multiple staff accountsContent Hello, I am looking for a good way to manage multiple staff account's account hierarchy. With the goal to be able to move accounts under new Managers faster than…Jake Wood 36 views 3 comments 1 point Most recent by Gursimran Singh Saini Reporting & Analytics for B2C Service