Reporting and Analytics
Discussion List
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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 32 views 3 comments 1 point Most recent by User_2025-02-03-18-51-12-084 Reporting & Analytics for B2C Service -
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…User_2025-02-03-17-39-21-897 39 views 3 comments 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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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 31 views 1 comment 0 points Most recent by User_2025-02-03-17-33-54-785 Reporting & Analytics for B2C Service
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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…User_2025-02-03-17-05-08-939 31 views 1 comment 0 points Most recent by Scott Harwell Reporting & Analytics for B2C Service
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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…Dorothy Perez 23 views 2 comments 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service -
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…Alexandre Nakahara-Oracle 23 views 0 comments 1 point Most recent by Alexandre Nakahara-Oracle Reporting & Analytics for B2C Service -
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 …Catherine Cherry 34 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service -
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 37 views 3 comments 0 points Most recent by User_2025-02-01-08-29-25-648 Reporting & Analytics for B2C Service
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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 26 views 1 comment 0 points Most recent by User_2025-02-03-17-20-52-637 Reporting & Analytics for B2C Service
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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 31 views 5 comments 0 points Most recent by User_2025-02-01-08-41-04-877 Reporting & Analytics for B2C Service
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open incident count for an agentContent Hi All, can anyone tell me how to show the report if there are more than two open incidents assigned to an agent? Kindly give some idea on this. Thanks, M.Muthul…User_2025-02-03-18-29-17-316 25 views 3 comments 0 points Most recent by Matt Sumner-121463 Reporting & Analytics for B2C Service
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Drill Down FiltersContent I have a report that counts response time. One column, counts how many incidents were responded within 24 hours, another column counts incidents that were respon…User_2025-02-03-20-55-18-663 18 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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Report to provide workspaces and scripts that are using a specific reportContent Is there a report that provides workspaces and scripts that are using a specific report? I need to update a report but need to know workspaces, scripts, and Nav …User_2025-02-03-18-49-47-601 17 views 4 comments 1 point Most recent by Matt Sumner-121463 Reporting & Analytics for B2C Service
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Scheduled report not being receivedContent Hi I've scheduled a report to run at various times over the last couple of days but haven't received the detail of it by email. When I check the schedule it conf…Nicki Mayers 44 views 3 comments 0 points Most recent by Nicki Mayers Reporting & Analytics for B2C Service
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How to display all SLAs for an orgContent Hi All, In Organization level, we have associated all the SLA's which we created. But while creating an incident for that organization we can see only one SLA in…User_2025-02-03-18-29-17-316 25 views 2 comments 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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Counting incident responses: incidents.last_resp vs stats.resp_incidentsContent Hi, According to two different out-of the-box reports, I am getting significantly different information about the number of incident responses over a date range.…User_2025-02-03-17-29-40-605 57 views 4 comments 0 points Most recent by User_2025-02-03-17-29-40-605 Reporting & Analytics for B2C Service
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Time Stamp of Incident with maximum wait time.Content Hello, I'm trying to retrieve the timestamp of an incident with maximum wait time. From the inc_performance table, I'm able to retrieve the maximum wait time usi…User_2025-03-10-22-22-43-573 22 views 3 comments 0 points Most recent by User_2025-03-10-22-22-43-573 Reporting & Analytics for B2C Service
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Using Response Requirements for Age of IncidentsContent Can anyone give some advice on how I can get the age of an incident since last updated to count based on the response requirements. At the moment this: date_diff…User_2025-02-03-20-10-30-805 18 views 2 comments 0 points Most recent by Mike Griffiths Reporting & Analytics for B2C Service
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Retrieving Filter valuesContent Hello, Is there a way to use values specified in the column definition expression? I'm trying to create a column with count of incidents that have initial respon…User_2025-03-10-22-22-43-573 16 views 4 comments 0 points Most recent by User_2025-03-10-22-22-43-573 Reporting & Analytics for B2C Service
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Top 3 feedback typesContent Hi, i'm trying to make a report that shows top 3 reasons for customer feedback. I'm not able to get top results, i tried the function MAX, but seems that it retu…User_2025-02-03-19-16-50-953 16 views 3 comments 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service
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Can you create a report that shows number of surveys an agent has completed with number of questionsContent I am new to the system but have been tasked to create a grid report which can be exported. My design would be to have the agents name, number of surveys, questio…User_2025-02-03-19-29-53-971 26 views 1 comment 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service
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Combining Expressions using AND OR statementsContent I am hoping someone can assist me. I created a report (definition attached). I am wondering how I could combine the Update and New columns together. For example:…User_2025-02-03-20-01-41-735 41 views 2 comments 0 points Most recent by User_2025-02-03-20-01-41-735 Reporting & Analytics for B2C Service
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How can I fetch the visible(Display on End-User Side) ID and Label of the custom fields?Content Recently, we have upgraded the CX to the May 2015 Version and migrated the CP2 framework to CP3. In the old version, we have a custom script with a MySql query w…User_2025-02-03-21-43-52-073 28 views 2 comments 0 points Most recent by User_2025-02-03-21-43-52-073 Reporting & Analytics for B2C Service
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Custom Script in the ReportsContent Hello, I'm new to the custom scripts in the report and I found a lot of useful information in this forum. I found a post that indicated a way to retrieve the rep…User_2025-03-10-22-22-43-573 153 views 4 comments 0 points Most recent by User_2025-02-03-20-10-42-447 Reporting & Analytics for B2C Service
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Exporting via Excel - Seperate sheets for each Dashboard TabContent Hi All, I have recently created my first RN reports and Dashboard. My Dashboard contains a number of reports (6) which I have added to separate Dashboard Tabs. W…User_2025-02-03-18-51-12-084 27 views 1 comment 0 points Most recent by User_2025-02-03-19-34-13-477 Reporting & Analytics for B2C Service
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Sent email reportContent Guys, are there any vanila report with all emails send to customers? thanks!Jose Costa 13 views 1 comment 1 point Most recent by Keri Jenkin Reporting & Analytics for B2C Service
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Output as Filter !!Content Hi All, We have two reports which are linked to each other. What I am looking is whether we can use one of the output columns of first level report as filter for…User_2025-02-03-19-26-07-181 26 views 3 comments 0 points Most recent by Narendra Muttineni Reporting & Analytics for B2C Service
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How do I display zero's instead of the "There are no items to show in this view"?Content We have a daily scheduled Chat report that is being consumed by our developmenet team for a business dashboard. The problem is on days when there is no activity;…User_2025-02-03-17-48-56-032 28 views 10 comments 0 points Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service
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Reporting in 'working' or 'week' daysContent Hi Can you tell me if it is possible to report just using week days (Monday to Friday) within RN? I notice that this question was asked some years ago when it wa…Nicki Mayers 34 views 3 comments 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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Total Time Engagement Time - How does this work?Content "Total Engagement Time" Formula: sum_distinct( chat_agent_sessions.engaged_secs, chat_agent_sessions.client_id) I don't trust the number this formula produces be…User_2025-02-03-17-48-03-517 42 views 4 comments 0 points Most recent by User_2025-02-03-17-48-03-517 Reporting & Analytics for B2C Service