Category 276
Discussion List
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Mailings Bounce DetailsSummary Need a drilldown to get the email address of any bounces from a mailing.User_2025-02-05-10-15-05-593 31 views 3 comments 0 points Most recent by User_2025-02-03-22-07-33-802 Reporting & Analytics for B2C Service -
Report on granular Administration permissionsSummary We'd like to be able to report on all the individual Administration profile permissions, unfortunately, only a handful show in the reporting tablesContent For ex…JBaxter 48 views 1 comment 0 points Most recent by Levi Dyckman-Support-Oracle Reporting & Analytics for B2C Service -
Contacts Who viewed the answer and how much time spent on each AnswerSummary Has anyone been able to create a report that shows contact who has viewed an answer and for how for how much time before moving to any other page. Thanks,Bhagyashree Deshpande-250263 33 views 0 comments 0 points Most recent by Bhagyashree Deshpande-250263 Reporting & Analytics for B2C Service -
is there a report to show workspace/workflow usageSummary im looking to do a tidy of the site, and want see if there is something to helpContent Im wondering if there is a report that would show if a workspace or workfl…spence_abcd0109uk 47 views 2 comments 0 points Most recent by User_2025-02-03-22-07-33-802 Reporting & Analytics for B2C Service
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Manager field cannot be edited inlineSummary Manager field cannot be edited inlineContent Hello! I attempted to create a report so that the manager field could be edited inline, and updated in multiple rows…kerry walker 19 views 2 comments 0 points Most recent by kerry walker Reporting & Analytics for B2C Service -
include information already filtered outSummary Add a count of incidents assigned to group/accounts already filtered out of a report.Content Hi all. I have a report that shows a manager all open incidents assi…User_2025-02-03-18-42-00-650 17 views 2 comments 1 point Most recent by Christian UoA Reporting & Analytics for B2C Service
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Can you use Custom Scripts to update incident data?Content Quick question, Is it possible to use custom scripts to update an incident if certain conditions in a report are met? If a value in Column 3 = X update status in…Sean_OL 51 views 6 comments 0 points Most recent by Baljeet Singh-231094 Reporting & Analytics for B2C Service
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Disconnected chatsSummary Trying to determine the amount of time it takes a requeued chat to be assigned after being disconnectedContent Hello - I'm trying to determine the amount of time… -
Global Change to Column Format OptionsSummary Is it possible to globally change common options in a report?Content Just wondering if anyone has come across an option to change common options across multiple …User_2025-02-03-18-42-00-650 22 views 4 comments 0 points Most recent by User_2025-02-03-18-42-00-650 Reporting & Analytics for B2C Service
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Dashboard Parameter Values Filer is blank on runSummary Dashboard with 10 reports. most all have a filter of inc.performance.group_id. In edit, I have selected this to default to Logged In. On run of Dashboard, filter…Jeff Scrobel 39 views 1 comment 1 point Most recent by User_2025-02-01-08-46-19-550 Reporting & Analytics for B2C Service -
How to combine multiple transactions: Count incidents routed when not solved at the same timeSummary Report showing destination queue by agent when status was not solvedContent I have a report that shows the number of incidents each agent has routed to specific …User_2025-03-10-21-27-49-962 37 views 9 comments 1 point Most recent by User_2025-03-10-21-27-49-962 Reporting & Analytics for B2C Service
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Report schedule to send data only when it has dataSummary Report schedule to send data only when it has dataContent Hi, I have a report with a schedule in it , need to send the schedule only when it has data in it.I tri…User_2025-02-03-22-07-33-802 49 views 7 comments 2 points Most recent by User_2025-02-07-23-45-47-870 Reporting & Analytics for B2C Service
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Report to count occurrences of subst characters in a subject lineSummary Report to count occurrences of a subst of characters in a subject line which vary depending on customer requirementContent Hi all. I'm not sure if this can be do…User_2025-02-01-08-17-38-818 39 views 0 comments 1 point Most recent by User_2025-02-01-08-17-38-818 Reporting & Analytics for B2C Service
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Search for incidents containing specific words or numbersSummary Report not finding all incidents containing specific word or numbersContent Hi! I hope you can help me figure this thing out. We have a report where agents can s…User_2025-03-10-21-27-49-962 63 views 15 comments 1 point Most recent by User_2025-03-10-21-27-49-962 Reporting & Analytics for B2C Service
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Business Rule LogSummary Looking to find when a business rule was last updatedContent Is there a way to find out when we last updated a Business Rule? We did make an update, incorrectly,…Jeff Scrobel 41 views 3 comments 1 point Most recent by Yashwanth Siddaraju Reporting & Analytics for B2C Service
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distinct group_concatSummary How to get a group concat to only show distinct values?Content Hello, I have a parent table with two children tables (siblings). I need information from one chil…Scott Heidenreich 222 views 33 comments 1 point Most recent by User_2025-02-03-16-51-39-328 Reporting & Analytics for B2C Service -
Not able to fetch the records in the report because the size is exceeding the LimitSummary When searched for the report, since the no. of records fetched is very large, not able to process it. Please find the screen shot attached and let me know how ca…User_2025-02-06-00-30-44-017 48 views 5 comments 1 point Most recent by User_2025-02-06-00-30-44-017 Reporting & Analytics for B2C Service
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How to update the new list and home tab in for this reportContent We need to delete some objects from the new list and update also home tabGinger alan 45 views 1 comment 1 point Most recent by User_2025-02-01-08-46-19-550 Reporting & Analytics for B2C Service -
Trim characters before or after a space, or other seperator.Summary We have a custom key word routing script to route our incoming email incidents to the proper queues and products. We are looking to see what keyword rules trigge…Jeff Scrobel 31 views 1 comment 1 point Most recent by User_2025-02-01-08-46-19-550 Reporting & Analytics for B2C Service
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Custom object as a drop down filterSummary Workaround solution for Drop down filterContent I have custom object BallotExclusion linked to contact object. In report filter, I need to show Exclusion reason …User_2025-02-03-16-53-11-440 24 views 0 comments 1 point Most recent by User_2025-02-03-16-53-11-440 Reporting & Analytics for B2C Service
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How to hide/remove Duplicate rows on incident report without using Group_result/Aggregate functions.Summary How can I get my report to display only unique values instead of having multiple rows with the same value?Content Hi All Business Use case: Incident Quick search…Bajeebi Shaik 113 views 5 comments 1 point Most recent by Yashwanth Siddaraju Reporting & Analytics for B2C Service
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INC_PERFORMANCE TABLE - CREATE TO FINAL RESOVLE DISCREPANCYSummary INC_PER TABLE SHOWS CREATE TO FINAL RESOVLE SHOW CORRECT DATE WRONG AGENTContent Agent X - closed incident 10/13/2020 Customer - updated incident Agent Y - close…Jeff Scrobel 38 views 2 comments 1 point Most recent by Jeff Scrobel Reporting & Analytics for B2C Service
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How to Filter Assigned field in Task Report(Inline Edit) based on Logged WiseSummary is there any way to only Filter Assigned field data based on the logged in.Content Hi All We have a use case , Area Managers will be reassign tasks to Service En…Bajeebi Shaik 21 views 8 comments 1 point Most recent by Yashwanth Siddaraju Reporting & Analytics for B2C Service
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How to restrict Completed Tasks in-line edit for Assigned field.Summary It is not possible to restrict Completed Tasks in-line edit for Assigned field.Content Hi All Business Scenario: Auto Tasks ( Travel to Customer and Replace FR m…Bajeebi Shaik 28 views 4 comments 1 point Most recent by Ajay Yadav-140866 Reporting & Analytics for B2C Service
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Daily rolling 7-day averages?Summary Is it possible to create a report showing prior 7-day rolling averages for a metric, by Day?Content Hello - I'd like to create a report that presents a daily rol…Loren K 43 views 1 comment 1 point Most recent by Ajay Yadav-140866 Reporting & Analytics for B2C Service -
Display filter value as output in a rowSummary display value passed in a filter, as output in a rowContent Hi all, We have a report to lookup contacts by it's c_id. The requirement is that even if no contact …User_2025-02-03-20-11-07-340 46 views 1 comment 1 point Most recent by Marius Stana Reporting & Analytics for B2C Service
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Need to validate out of box FCRR usefullnessSummary We need to determine if we can use the out of box FCRR Infolet formula for Agent FCRR or we need to customize to meet our definitionContent The current out of th…Jeff Scrobel 31 views 2 comments 1 point Most recent by Jeff Scrobel Reporting & Analytics for B2C Service
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Using Functions in Report Header and FooterContent I need to report the date of data in a report header (yesterday) as opposed to the date the report was created {CurrentDate}. Is there a way to put the day befor…User_2025-02-03-18-49-47-601 60 views 7 comments 1 point Most recent by Makarand Malandkar Reporting & Analytics for B2C Service
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Looking to find a the table that hosts text result for graph reportsSummary in an Infolet report - Current Backlog, there is a column showing Open Incidents and Responded. I am looking for the associated table. msg_lookup is a command bu…Jeff Scrobel 65 views 5 comments 1 point Most recent by Jeff Scrobel Reporting & Analytics for B2C Service
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Agent Total Response Time field discrepancy: exact definition please?Summary Unclear on the discrepancy between this value, and the datediff from session creation to agent engagementContent In building some basic chat reporting, I want to…Loren K 34 views 3 comments 1 point Most recent by Ajay Yadav-140866 Reporting & Analytics for B2C Service