Category 276
Discussion List
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High number of declined chatsContent HI, We have a report which queries the "Account Queue Statistics" report and fetches the Interactions Declined for a particular time period. We found that this n…Vignesh Nagarajan-126051 28 views 11 comments 0 points Most recent by James G Reporting & Analytics for B2C Service -
Lookup values in report filterContent I want to create a report where I select an account from a drop-down and where RNOW displays the number of incidents closed by that account + the number of incid…User_2025-02-03-20-09-26-393 45 views 9 comments 0 points Most recent by Danette Beal Reporting & Analytics for B2C Service -
Failure Summary/Details for Scheduled Reports?Content Has anyone used this report? I'm trying to see if there is a way to capture "SCHEDULED" reports that have failed within a set time frame. This OOB report appears…Joe P. 40 views 1 comment 0 points Most recent by Danette Beal Reporting & Analytics for B2C Service -
How to easily monitor customer portal users' web visit activity when an incident is NOT involved?Content Is it is possible to view customers' use of our customer portal per visit, regardless of whether they submit a question or initiate a chat? I'm familiar with the…Lauren Wiedt 65 views 5 comments 0 points Most recent by Danette Beal Reporting & Analytics for B2C Service -
Dashboard Charts Do Not Display Correctly In Scrollable ModeContent I am trying to create a report that has a tab with multiple charts in the same tab. When I use the Screen Display option, the chart correctly fills the width of … -
Report showing incidents closed by agent vs incidents closed via Multi-EditContent Hello! I want to create a simple report that lists incidents closed by agents vs by incident multi-edit. I am aware of the Audit Log report and tried to reverse …User_2025-02-03-19-11-46-836 47 views 4 comments 0 points Most recent by Mike Griffiths Reporting & Analytics for B2C Service
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Getting agent profile to Queue AssociationContent In our application, we are using the following RESTful API to retrieve a user account. https://ppppp.rightnowdemo.com/services/rest/connect/v1.3/accounts/7 Our g…User_2025-02-03-17-35-22-635 46 views 1 comment 0 points Most recent by User_2025-02-03-22-20-20-973 Reporting & Analytics for B2C Service
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Incident Arrival Patterns (30 Day Graphical Rolling Avg by Hour) - Analytics Cookbook RecipeContent Incident Arrival Patterns Past 30 Day Avg Create Rate by Hour Author: Larry Chien Difficulty rating: (Intermediate) Target persona: Call Center Manager, Workforc…User_2025-02-01-06-45-39-699 75 views 5 comments 6 points Most recent by Kristi Karels Reporting & Analytics for B2C Service
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filtering with Incidents.i_id versus incidents.ref_noContent I have a few reports that run without problems when I filter by the incidents.i_id field, but not when I use the incidents.ref_no field. Is there a way to add th…NDKoze 12 views 6 comments 0 points Most recent by Danette Beal Reporting & Analytics for B2C Service
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Exception report when incident updated X timesContent Hi everyone I would like to create an exception notification (ideally sent by email) when any incident is updated X times (probably 2) by the customer. I would l…User_2025-02-01-08-29-25-648 28 views 1 comment 0 points Most recent by User_2025-02-03-22-20-20-973 Reporting & Analytics for B2C Service
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Start Time Pervoius day at 6pmContent Hi ALL When i run my report on any day and time, I need the start time to be previous day 6pm. If i started my shift at 12 midnight i can use 0 day rounded in my…Richard Catalani 25 views 1 comment 0 points Most recent by User_2025-02-03-22-20-20-973 Reporting & Analytics for B2C Service
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Contact Search: One filter field will be used for name and surname?Content Hi all, I want to put a single filter field in a contact search report and want to return results with either firstname or lastname will contain/equal to that fi…Fatih Kurtoglu 31 views 6 comments 0 points Most recent by Mike Griffiths Reporting & Analytics for B2C Service -
Modify filter to apply multiple like operatorsContent Hi all, I want to extend a report filter to return values for multiple cases as follows: Suppose in firstname filter, when customer types "alex" I want to return…Fatih Kurtoglu 45 views 1 comment 1 point Most recent by Mike Griffiths Reporting & Analytics for B2C Service
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Report to pull chat in 15 minute incrementsContent Hello everyone, Brand new to the board here but I have a question that maybe someone can help with. I am trying to make a report that will show me chats offered …User_2025-02-03-22-26-24-900 16 views 1 comment 0 points Most recent by User_2025-02-03-19-31-14-086 Reporting & Analytics for B2C Service
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Dynamically passing filter values using custom scriptContent Hi Gurus, I am able to fetch filter value of report into custom script using below syntax. $ value = $params["search_args"]["search_field0"]["val"]; But my requi…User_2025-02-03-19-32-04-846 60 views 1 comment 0 points Most recent by User_2025-02-03-17-50-44-097 Reporting & Analytics for B2C Service
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Hide Rows While Using Date_GroupContent I have an interval report that has a row for every hour of the day (column A). I'd like to hide the rows where column B is null. I'm able to do this until I use …User_2025-02-03-16-48-16-590 42 views 11 comments 0 points Most recent by User_2025-02-03-19-31-14-086 Reporting & Analytics for B2C Service
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Drilldown links not working in custom reportContent Hi, I have created a report which tallies up agent productivity over a specified time frame. There are 5 columns which each have a drilldown level associated to …
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Search effectivenessContent Hello, I'd like to report on a few things to see how effective our search is. All I can find as standard reports list the keywords. We use those too but I need a…User_2025-02-01-07-03-13-295 25 views 7 comments 0 points Most recent by User_2025-02-01-07-03-13-295 Reporting & Analytics for B2C Service
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visitor_pages data retentionContent Hi, When I checked the visitor_pages table in my report, only data from the past two weeks is available for this table. Is that the expected behavior? Is it poss…Vignesh Nagarajan-126051 22 views 1 comment 0 points Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service
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How to show Queue IDs?Content Hi All, This is a very generic question but I do not know the answer. How do we show only the IDs in report? For eg - fields of Incident Queues, Status and menu …User_2025-01-30-19-06-33-073 23 views 4 comments 0 points Most recent by User_2025-01-30-19-06-33-073 Reporting & Analytics for B2C Service
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Is it possible to see if a customer has received / opened a reply to an incident?Content We have noticed an increase in customers who say they have not received a reply to their question, even though a reply has been sent. We advise to check spam/jun…User_2025-02-01-07-02-22-710 16 views 5 comments 0 points Most recent by Keri Jenkin Reporting & Analytics for B2C Service
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Issues with 'Create to Initial Response by Agent' reportContent Hi, I have created a report which gives us the date an incident was created along with the initial response time and a calculation of how long that time was. How…
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Files attached to Answers: Number of downloads?Content I know that you can run a report to find out how many times an answer was hit within any particular amount of time, but does anyone know if there's a way to dete…User_2025-02-03-17-24-26-229 24 views 2 comments 0 points Most recent by User_2025-02-03-17-24-26-229 Reporting & Analytics for B2C Service
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Export data from a Drill down reportContent Hi all, I am using a drill down report which show data based on a fliter and group filter (level) My requirement is to export all the drilldown data which is not…User_2025-02-03-19-34-17-802 46 views 3 comments 1 point Most recent by Danette Beal Reporting & Analytics for B2C Service
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write to incident from custom script in analyticsContent Hi Ive setup established comms in the custom script editor of analytics as follows require_once(get_cfg_var('doc_root')."/ConnectPHP/Connect_init.php"); initConn…User_2025-02-03-17-27-14-764 53 views 3 comments 0 points Most recent by User_2025-02-03-17-27-14-764 Reporting & Analytics for B2C Service
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Survey results in an Incident tab.Content I'm trying to figure out how to display the results of "msg_lookup('VIEW_RESULTS_CMD')" in an Incident tab, but so far I can find no mention of either msg_lookup…User_2024-12-17-19-29-03-440 60 views 3 comments 0 points Most recent by User_2024-12-17-19-29-03-440 Reporting & Analytics for B2C Service
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Get report data between a specific timeContent Hi all, How can i get the list of all the incidents created between a time interval everyday for a week (say from 7am - 7pm) I tried and but every time i have to…User_2025-02-03-19-34-17-802 29 views 6 comments 0 points Most recent by User_2025-02-03-19-34-17-802 Reporting & Analytics for B2C Service
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Incident Alert Report - Comparing Today vs. Past Submit Rates - Analytics Cookbook RecipeContent Incident Alert Report Compare Today's Incidents Author: Bastiaan van der Kooij Independent Oracle Service Cloud Consultant Difficulty rating: (Advanced) Target p…User_2025-02-03-19-30-01-975 108 views 4 comments 5 points Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service
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Exporting Hidden ColumnsContent Hi We are generating reports, with hidden columns, is there anyway to print or exporting them without un-hidding. I thought i read about this before but i can no…Richard Catalani 34 views 4 comments 0 points Most recent by Colby Ross Reporting & Analytics for B2C Service
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Insert value into field using Custom ScriptContent Hi All, I have a requirement for a report that calculates a value based on some pre-populated fields in the database and then inserts that value into a custom fi…Mike Griffiths 75 views 10 comments 0 points Most recent by Mike Griffiths Reporting & Analytics for B2C Service