Category 276
Discussion List
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Setting menu fields in reports can selectContent Hi, Everyone In the report, I want to set the menu field in the report to be selectable, like the image. What should I do? Please tell me. ThanksUser_2025-02-03-18-44-16-463 26 views 2 comments 0 points Most recent by User_2025-02-03-18-44-16-463 Reporting & Analytics for B2C Service -
VCIO access logContent Hello, I want to know who from my organization have been accessing VCIO. Is it possible to generate this access log? Thanks. ColbyColby Duong 30 views 1 comment 0 points Most recent by Justin_D Reporting & Analytics for B2C Service -
Returning results including rows with 0 incidents for the monthContent I have a report which is summing up incidents based on items in a custom drop down field. I can't show you the actual results because of confidential data. But e…User_2025-01-31-02-50-15-254 32 views 2 comments 1 point Most recent by User_2025-02-03-16-51-39-328 Reporting & Analytics for B2C Service
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Total New Incidents (stats vs incidents table)Content Hello everyone, I have come across one strange result in my reports and i need any set of ideas. Results for the expression sum(stats.new_incidents) from stats t…User_2025-02-03-19-48-43-179 36 views 4 comments 0 points Most recent by User_2025-02-03-19-48-43-179 Reporting & Analytics for B2C Service
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How to build report column to show Contact according to Contact TypeContent Hi, I'm building an incident report and I want to be able to include columns for 2 particular contact types, regardless of whether it's the primary or secondary …
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Alerts sending two emailsContent Hi, I am wondering if anyone came across the same issue and if so how did you solve it? I have some alerts setup and they seem to be firing correctly, however th…User_2025-02-03-16-51-39-328 61 views 16 comments 0 points Most recent by User_2025-02-03-16-51-39-328 Reporting & Analytics for B2C Service
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What percentage of customers don't call after using webchatContent Hope someone can help! * I need to look at all contacts that have ever used a chat (so the source if webchat) - this is fine * I then need to see out of those, h…User_2025-02-03-19-49-57-702 13 views 2 comments 0 points Most recent by User_2025-02-03-19-49-57-702 Reporting & Analytics for B2C Service
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Trouble with report chartContent Good morning, I'm attempting to add a chart to a report that will display all of the incidents that are assigned to a specific agency, in a given time period (ex…kerry walker 30 views 4 comments 0 points Most recent by kerry walker Reporting & Analytics for B2C Service -
Count of records greater thanContent Hi, I have done a report that lists incidents that calculates the number of working days between date created and date closed, using date diff, I now want it cou…JaneSolihull 25 views 3 comments 0 points Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service
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Last thread entry of oldest emailContent Hi all, In our reporting we use a calculated column for the last thread entry of an incident [max(threads.entered)]. We currently have a report which displays th…User_2025-02-03-18-24-00-649 38 views 3 comments 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service
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Seeking explanation for calculation discrepancies in Incident Effectiveness/Incident Performance...Content Hi everyone, I'm running two system reports-- "Incident Performance" (AC ID#78) and "Incident Effectiveness" (AC ID #81). I ran them a few months ago and noted t…Mig Ponce-121584 24 views 1 comment 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service -
Adding a seperate Average row for each ticketContent Hi All, I cannot get the Average Row at the bottom of the report to show under each rollup… however, if I add a filter and search by Ref number then it does give…User_2025-02-03-17-31-00-468 37 views 3 comments 0 points Most recent by User_2025-02-03-17-31-00-468 Reporting & Analytics for B2C Service
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Audit Log - EDIT Entry when Viewing Contact (No Changes)Content I was viewing some contact information today and noticed in the Audit Log that entries are being captured as an EDIT type. Is this expected behavior? Seems like …Joe P. 26 views 1 comment 0 points Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service -
Calculate average number of daysContent I have a report that lists incidents raised between 2 dates and for each incident tells me how many working days it took to resolve, using expression - time_form…JaneSolihull 46 views 5 comments 0 points Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service
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Difference between "Total Chat Time" and "Total Time engaged" in "chat concurency" reportContent Hi All, can someone please help me understand the difference between "Total chat time" and "Total Engaged Time" on "Chat concurrency report". The defintion when …User_2025-02-03-19-31-37-724 54 views 4 comments 0 points Most recent by User_2025-02-03-19-31-37-724 Reporting & Analytics for B2C Service
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Need help filtering a column to see only "duplicate" entriesContent Hello everyone, This is my first topic here, if anyone has a solution to my problem I'd be forever grateful. I would like to create a report to see "duplicate ti…Stefan Iftode 38 views 3 comments 0 points Most recent by Justin_D Reporting & Analytics for B2C Service
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Re-Opened Incidents after SolvedContent Hello- Does anyone have a quick expression or way to identify when the inc_performance.intv_type of 'Create to Final Resolve' is different than when the 'Create …User_2025-02-03-19-30-36-009 35 views 3 comments 1 point Most recent by Justin_D Reporting & Analytics for B2C Service
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Combo Graphs with different scale in Secondary AxisContent Hello everyone, You may have come accross it before, but i have not found anything yet. Is there a way to have a combo bar+line chart BUT having different scale …User_2025-02-03-19-48-43-179 19 views 1 comment 0 points Most recent by Colby Ross Reporting & Analytics for B2C Service
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Report filter - Case sensitivity for Contacts.loginContent I have a report with a column/filter for contacts.login. Our users would like to search via the filter for the login name with lowercase values but the filter fo…santhosh xavier 38 views 11 comments 0 points Most recent by santhosh xavier Reporting & Analytics for B2C Service
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Report to show Duplicate RecordContent I have custom object employment details linked to contact table using contact id. I want to show only duplicate records in my report.User_2025-02-03-16-53-11-440 51 views 6 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 include a count of 0 value in my report.Content I am trying to build a very basic report to set up alerts off of, but struggling with getting values of 0 to show in the report to trigger my alert. The two colu…User_2025-02-03-17-17-13-640 27 views 8 comments 1 point Most recent by User_2025-02-03-17-17-13-640 Reporting & Analytics for B2C Service
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Including rule state in reportContent Hi there, Please could someone help me with a report, I would like to see all incidents that are currently in rule_state 1 i.e. new incidents. I'm struggling to …User_2025-02-01-08-29-25-648 38 views 10 comments 0 points Most recent by User_2025-02-01-08-29-25-648 Reporting & Analytics for B2C Service
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Current open time in business days & SLAsContent I know this is far fetched, but was hoping someone had figured out a work around. My business has implemented a new metric where each of our categories of work h…User_2025-02-03-19-30-36-009 41 views 8 comments 1 point Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service
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Custom Queue Grouping FilterContent Hi All, I am grouping up incidents created/edited by teams that work different queues, and I have several queues to assign to 8 different teams. I am grouping th…User_2025-02-03-17-07-33-493 25 views 4 comments 0 points Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service
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Assign to Initial Response IntervalContent Hello everyone, I am trying to reproduce Average time for "Assign to Initial Response" Interval in the attached report. However it is the only column that return…User_2025-02-03-19-48-43-179 36 views 5 comments 0 points Most recent by User_2025-02-03-19-48-43-179 Reporting & Analytics for B2C Service
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Can we schedule a report to be delivered to FTP server?Content Hi, Is there any option to schedule a report to other than email? I need to deliver a report on a daily basis to FTP server. Can this be achieved? If not FTP, wh…User_2025-01-25-03-58-35-709 42 views 4 comments 2 points Most recent by Suresh Thirukoti-Oracle Reporting & Analytics for B2C Service
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Update Chat records in a report using custom scriptContent Hi All, I am trying to update a chat record using custom script (i am using custom script for the first time) in a report. I am not sure whether there is an Righ…User_2025-02-03-19-25-28-008 35 views 5 comments 0 points Most recent by Suresh Thirukoti-Oracle Reporting & Analytics for B2C Service
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For the abandoned chat , how can ı get contact id with a custom script?Content Hi, We are required to show contact id's instead of email addresses in our chat report. I created an outer join between chats and contact tables and added contac…User_2025-02-03-19-14-20-726 16 views 3 comments 1 point Most recent by Deniz Dogan Reporting & Analytics for B2C Service
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SmartSense ReportingContent Hello everyone, We have enabled SmartSense scanning (both Contact and Staff) in our incidents. Have you ever come accross or custom made any reports summing sent…User_2025-02-03-19-48-43-179 40 views 3 comments 0 points Most recent by User_2025-02-03-19-48-43-179 Reporting & Analytics for B2C Service
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"Date Incident was Escalated" to a queueContent HI All, i am new to OSC so need help. i need to create a report for all the incidents that were escalated and sent to escalation queue. so here are the steps 1Ag…User_2025-02-03-19-31-37-724 21 views 6 comments 0 points Most recent by User_2025-09-05-00-11-37-622 Reporting & Analytics for B2C Service