Reporting and Analytics
Discussion List
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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 40 views 4 comments 0 points Most recent by User_2025-02-03-17-48-03-517 Reporting & Analytics for B2C Service -
How to show in a report the icon of the channel from which an incident has been raisedContent Hi all, I have a report the shows all the incidents associated to a contact and the icon (or image) of the channel from which the incident has been raised (eg. T…User_2025-02-03-19-52-04-148 23 views 4 comments 0 points Most recent by User_2025-02-03-19-52-04-148 Reporting & Analytics for B2C Service
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Incident performance by category-Report Id -80Content Hi All, Can anyone explain how the below column values has been calculated in the report level(Report name-Incident Performance by category)? Initial Assign(Abs)…User_2025-02-03-18-29-17-316 13 views 1 comment 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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Incidents created from a mobile deviceContent Hi guys, i would like to report incidents, that are only created from a mobile device. Can anyone help me with this one? The reason is to see how many of our cus…User_2024-12-17-19-44-07-776 35 views 3 comments 0 points Most recent by User_2025-02-01-08-58-06-521 Reporting & Analytics for B2C Service
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report on mailings including files that are referencedContent I wonder if there is a way to run a report on mailings sent this year and include the files (PDFs) that were referenced in the mailing campaigns (example: a mail…User_2025-02-03-21-48-09-113 22 views 2 comments 0 points Most recent by User_2025-02-03-21-48-09-113 Reporting & Analytics for B2C Service
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Contact's Last Incident DateContent I have a contact report of users by area we use to market product boot camps (training) to and was asked if we can add a column that shows the last incident crea…User_2025-02-03-17-55-26-866 30 views 3 comments 0 points Most recent by User_2025-02-03-17-55-26-866 Reporting & Analytics for B2C Service
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CP2 to CP3 conversion, problems with reportingContent Hello all, We are having a issue with our web visits report tab in our incidents. The report is showing multiple visits to sites, with 0 seconds time spent on si…User_2025-02-03-19-17-08-065 21 views 1 comment 0 points Most recent by Ryan Peterson-126136 Reporting & Analytics for B2C Service
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Report Paging and Computed FieldsContent I've searched the forums and Google; can't seem to find a solution. Here's the issue: I need to produce a report that shows only the top 5 incident categories ba…User_2025-02-03-18-24-52-825 19 views 2 comments 0 points Most recent by User_2025-02-03-18-24-52-825 Reporting & Analytics for B2C Service
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Report on usage of My Favorites featureContent Our end-user pages have the option to add an answer to My Favorites, which adds the answer to user's My Favorites page. The user can then go to their My Favorite…User_2025-02-03-20-44-43-163 42 views 1 comment 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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Count of KBs Changed to PublicContent I'm trying to create a report to display the number of KBs, by group, that changed to a public status for a selected date range. This would be any time the KB wa…JLFolkman 13 views 3 comments 0 points Most recent by JLFolkman Reporting & Analytics for B2C Service -
Tip: Report commands/actions don't work in design/preview modeContent Hi there, I was working on a report and for some reason, my report commands/actions (e.g. Open, Delete) weren't working. Reporting guru anash informed me that re…Erica (Leep) Anderson 35 views 0 comments 5 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service -
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 52 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service
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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 29 views 3 comments 0 points Most recent by User_2025-02-03-19-34-13-477 Reporting & Analytics for B2C Service
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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 30 views 4 comments 0 points Most recent by User_2025-02-03-19-34-13-477 Reporting & Analytics for B2C Service
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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 27 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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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…Dileep Mudadla-126032 35 views 1 comment 0 points Most recent by Anurag Mittal CX Reporting & Analytics for B2C Service
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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 23 views 6 comments 0 points Most recent by User_2025-02-03-17-30-34-841 Reporting & Analytics for B2C Service
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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…User_2025-02-01-08-03-48-129 23 views 3 comments 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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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 13 views 2 comments 0 points Most recent by User_2025-02-03-18-04-57-216 Reporting & Analytics for B2C Service
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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 40 views 3 comments 0 points Most recent by User_2025-02-03-17-34-38-012 Reporting & Analytics for B2C Service
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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 …janice manrique 38 views 6 comments 0 points Most recent by Jens Lundell-Oracle Reporting & Analytics for B2C Service
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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…Utkarsh Upadhyay-122984 45 views 1 comment 0 points Most recent by Utkarsh Upadhyay-122984 Reporting & Analytics for B2C Service
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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…Chris van Es 50 views 2 comments 0 points Most recent by Chris van Es Reporting & Analytics for B2C Service -
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 13 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service
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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 26 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service
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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 41 views 5 comments 0 points Most recent by User_2025-02-03-17-23-27-336 Reporting & Analytics for B2C Service
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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…JLFolkman 35 views 4 comments 0 points Most recent by Kenny Tietz-23935 Reporting & Analytics for B2C Service
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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…Aniket Choubey-119269 23 views 6 comments 0 points Most recent by Kenny Tietz-23935 Reporting & Analytics for B2C Service