Category 276
Discussion List
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Averages not working as expectedContent Hi, I'm running two sets of ROQL queries as follows: SELECT Incident.Queue.LookupName as QUEUE, AVG(date_diff(CreatedTime,'2017-05-31 21:10')/86400) as 'AVG' FRO…User_2025-02-03-19-49-57-702 16 views 1 comment 0 points Most recent by User_2025-02-03-19-49-57-702 Reporting & Analytics for B2C Service -
Add button/image to Quick Search report to Add New Contact/Incident, etcContent Hi, Our agents heavily use the Quick Search functionality to find Contacts, Addresses (a custom object we have) and Incidents. Everything works fine if they find…Craig Hevey 29 views 2 comments 0 points Most recent by Craig Hevey Reporting & Analytics for B2C Service -
Dynamic Search ReportsContent Hello dears, Is it possible to create dynamic search reports? Here is the scenario we are looking to achieve: - User opens the report and gets a filter asking hi…Hanna Abi Akl 36 views 2 comments 0 points Most recent by Danette Beal Reporting & Analytics for B2C Service -
Showing avergae amount of days an incident is open before being resolvedContent As the title says really - anyway we can show this? So if we group by hour, how can we see at any hour between the very start and now, how long on average an inc…User_2025-02-03-19-49-57-702 37 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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Reporting on KB usage across set IP range using clickstreams tableContent Hi everyone I've partially solved this problem, however I hope it can be done easier as currently it completely bogs down my Excel since I have to do a lot of fi…User_2025-02-01-08-17-55-035 49 views 9 comments 0 points Most recent by User_2025-02-01-08-17-55-035 Reporting & Analytics for B2C Service
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Restart the SLA timestamp when transferring queuesContent Define that the SLA for first response will be 1440 minutes when the ticket is created. I would like that when a ticket is transferred to another queue the time …User_2025-02-03-17-19-40-969 28 views 5 comments 0 points Most recent by User_2025-01-31-22-56-08-446 Reporting & Analytics for B2C Service
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How can I build a chat "chain of custody" report?Content Hi, I am trying to build a report whereby I can see when a chat request has been declined by one of our agents. So far, I have only been able to find an OOTB rep…James G 28 views 3 comments 0 points Most recent by Kristi Karels Reporting & Analytics for B2C Service
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If agents don't check 'Send on Save'Content Hi Everyone, I'm new to Right Now. When responding to a guest via email, if 'Send on Save' isn't checked, will a response send to the guest? If not, is there a w…User_2025-02-03-18-55-26-007 47 views 4 comments 0 points Most recent by JBaxter Reporting & Analytics for B2C Service
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Show all requests by category and then by sourceContent Hi, So the report I need has the columns as the the various types of source and the rows are the different categories Category | Total Raised | Percentage of Tot…User_2025-02-03-19-49-57-702 28 views 8 comments 0 points Most recent by Danette Beal Reporting & Analytics for B2C Service
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Count time between two dates using a SLAContent Hi, I would like to know how I can calculate a date as SLA calculates the due_date in an incident, but instead of using the incident created date, use a custom d…Guilherme Borges-120430 16 views 2 comments 0 points Most recent by User_2025-02-03-20-45-41-510 Reporting & Analytics for B2C Service
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Chat Report to show Time when Chatter is waiting for a response from the customer.Content Hello there! Has anyone found or create a report that would detail the time when a chatter is waiting for a response from the customer. I have not been able to f…User_2025-02-01-08-18-48-897 34 views 0 comments 0 points Most recent by User_2025-02-01-08-18-48-897 Reporting & Analytics for B2C Service
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Analytic Report Row CountContent Hi, I have used a .Net code for fetching Report data.But at a time i can able to fetch only 10,000 data in a report.To overcome those I have used a looping conce…User_2025-02-03-22-23-22-112 54 views 1 comment 0 points Most recent by Lage Antony-121144 Reporting & Analytics for B2C Service
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Report of 2 survey questions in one surveyContent Hi community, I am having an issue here and I tried a lot of different stuff but unfortunately I cant get it running - hope you guys can help! We have a survey i…User_2025-02-03-17-27-31-522 16 views 6 comments 0 points Most recent by User_2025-02-03-17-27-31-522 Reporting & Analytics for B2C Service
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Message Base table not showing on the Report tablesContent I'm trying to create a Report to show some Message Base entries but although I find the Message Base table (table "massages") at the data dictionary it is not sh…Douglas Silva 22 views 3 comments 0 points Most recent by Douglas Silva Reporting & Analytics for B2C Service -
Mailings - Detail behind the total opened / unique opens / total cliked / unique clicks etcContent hi folks. I have created a report that lists mailings that have been sent and the sent / opened / clicked / replied / unsubscribed information. I am aware there …Dave Bentley 35 views 2 comments 0 points Most recent by Dave Bentley Reporting & Analytics for B2C Service -
How to index out-of-the-box fieldsContent How do I create an index on a field that came with the Service Cloud application? We are able to create indices on our custom fields via the Object Designer, how…User_2025-02-03-20-25-53-517 35 views 3 comments 0 points Most recent by Danette Beal Reporting & Analytics for B2C Service
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Report Incidents with Completed Tasks ONLYContent Hi Analytics Gurus, I'm trying to create a report that shows me only those incidents whose tasks have been completed. I can generate a report that shows me incid…User_2025-02-03-18-15-20-995 46 views 3 comments 0 points Most recent by Danette Beal Reporting & Analytics for B2C Service
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Transactional report (Matrix) results by Incident NumberContent Hello everyone, Do you know if there is a way to generate a report representing results of a matrix - type transactional survey by incident number. I mean the in…User_2025-02-03-19-48-43-179 38 views 4 comments 0 points Most recent by Satish Iyer-125765 Reporting & Analytics for B2C Service
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Compare values using different expressions- VlookupContent We have two different tables that we need to include within the same report. Table 1 = Incidents. Total incidents logged by Agent Table 2= Calls. Total calls rec…User_2025-02-03-16-56-52-129 49 views 3 comments 0 points Most recent by Satish Iyer-125765 Reporting & Analytics for B2C Service
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Agent duration in current statusContent We regularly use the standard Service Cloud Current Chat Agent Statistics report to monitor our team activity. However, I am curious if anyone knows how I might …User_2025-02-03-22-12-27-452 25 views 4 comments 0 points Most recent by User_2025-02-03-22-12-27-452 Reporting & Analytics for B2C Service
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Chained Menu Report FiltersContent Is there a way to configure filters that depends on selection of another filter (ex: select a value in a menu filter causes a second menu filter show a list of v…User_2025-02-03-22-16-24-563 16 views 3 comments 0 points Most recent by Gireesh Bhat Reporting & Analytics for B2C Service
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How to ensure that a scheduled report in either excel or PDF is formatted to fit to a pageContent Hello All Is there any way to set a dashboard report so that the graphs/charts and tables do not get split over pages when exported to either excel or PDF? Unfor…User_2025-02-03-16-56-52-129 28 views 5 comments 0 points Most recent by Colby Ross Reporting & Analytics for B2C Service
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Knowledge Advanced Questions and Sessions Count by Day - Analytics Cookbook RecipeContent Questions and Sessions Questions asked on a daily basis (Knowledge Advanced) Author: Nivi Gopathi/Ramesh Manian Difficulty rating: (Intermediate) Target persona:…Ramesh Ramasubramanian 68 views 3 comments 5 points Most recent by Sean FitzGerald Reporting & Analytics for B2C Service -
Populating an Incident field using a reportContent I have a custom object that I want to update using an agent console report. One field in the custom object in an integer with a relationship to the ID on the Inc…User_2025-02-03-19-57-59-416 28 views 2 comments 0 points Most recent by User_2025-02-03-19-57-59-416 Reporting & Analytics for B2C Service
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Tracked links for emailed reports?Content If a report that is scheduled and emailed contains URLs, is it possible to report on the click-throughs? Thanks!User_2025-02-03-16-48-16-590 24 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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Output Error Log for a Report Custom ScriptContent I remember reading somewhere about a user who was able to use a Print command to output the errors of a custom report script. Now that I need to do it, I can't s…user3511667 51 views 5 comments 0 points Most recent by Scott Harwell Reporting & Analytics for B2C Service -
Fill Inbox ReportContent Hi, Looking at old questions where this hasn't been possible but was wondering if anything has changed. I'd like a report to show how many times agents have clic…King Jack 57 views 5 comments 1 point Most recent by Mark Kehoe-124305 Reporting & Analytics for B2C Service -
Intra-day reportContent Hi all, it may be that this is simply due to terminology between our old system and RightNow being different but can anyone tell me if there is a report(s) that …User_2025-02-03-16-20-21-531 22 views 2 comments 0 points Most recent by User_2025-02-03-22-12-27-452 Reporting & Analytics for B2C Service
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Chat transcript reportContent Hi All, I got a requirement to pull chat transcript report for customer. Means user can view their chat history with agent on external portal. I will be using RE…User_2025-02-03-22-15-14-082 28 views 2 comments 0 points Most recent by User_2025-02-03-22-15-14-082 Reporting & Analytics for B2C Service
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Customer login activityContent I'm looking to write some reports to see when customer's have logged into the Customer Portal over a given time period. I've looked through most of the db tables…User_2025-02-03-20-45-41-510 47 views 3 comments 0 points Most recent by User_2025-02-03-20-16-45-224 Reporting & Analytics for B2C Service