Reporting and Analytics
Discussion List
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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 46 views 2 comments 0 points Most recent by User_2025-02-03-20-01-41-735 Reporting & Analytics for B2C Service -
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 30 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_2025-03-10-22-22-43-573 156 views 4 comments 0 points Most recent by User_2025-02-03-20-10-42-447 Reporting & Analytics for B2C Service -
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 34 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 16 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 32 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 30 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 36 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 45 views 4 comments 0 points Most recent by User_2025-02-03-17-48-03-517 Reporting & Analytics for B2C Service
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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 29 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 17 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 39 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 29 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 36 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 28 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 23 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 46 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 18 views 3 comments 0 points Most recent by JLFolkman Reporting & Analytics for B2C Service
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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 40 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 56 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 35 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 36 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 32 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 40 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 27 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 29 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 19 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 43 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 44 views 6 comments 0 points Most recent by Jens Lundell-Oracle Reporting & Analytics for B2C Service