Category 276
Discussion List
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How to change the way a report record is highlightedContent How can you change the color of a highlighted record in a report? When you click to select a row in a report it is highlighted. However, by default the highlight…NDKoze 45 views 6 comments 0 points Most recent by User_2025-02-03-19-34-08-953 Reporting & Analytics for B2C Service -
Displaying hyperlinks in answers.solution reportsContent Hi All, I would like to generate a report that contains a list of all our organisation's answers, including answer ID, product hierarchy, and answer solutions. I…User_2025-02-03-19-22-07-281 27 views 3 comments 0 points Most recent by User_2025-02-03-19-22-07-281 Reporting & Analytics for B2C Service -
Help with ExceptionsContent I have made a copy of report id 9 (responded) and have added a drill down level. Within the drill down level, I have columns for the incident ref no and subject.…User_2025-02-03-20-01-41-735 39 views 4 comments 0 points Most recent by User_2025-02-03-19-26-48-025 Reporting & Analytics for B2C Service
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Can't use strlen() in a custom scriptContent Is there a reason I can't? This works: $label_one = "This is some text"; $label_two = "This is the second val"; $rows[0][1]->val = $label_one; $rows[0][2]->val =…User_2025-02-03-20-45-41-510 33 views 4 comments 0 points Most recent by User_2025-02-03-20-45-41-510 Reporting & Analytics for B2C Service
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Showing the output of a date field + a deltaContent Hi We are wondering it is possible to show in a report column the incident last responded date (incidents.last_resp + the SLA resolution delta (incidents.sla_rsl…Nigel Oliver 26 views 1 comment 0 points Most recent by Anuj Behl Reporting & Analytics for B2C Service -
Conditional Formatting Report Column Key Already Exists ErrorContent I have created a number of reports that use conditional formatting on the some of the columns to display images. When I create the next conditional format rule f…Brian Webb Sc-Oracle 39 views 1 comment 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service -
? about Incident Transactions Counts from CookbookContent First, let me just say thank you for this report. It has solved an outstanding "want" that our business had for some time now. The last piece that we need to res…User_2025-02-03-20-01-41-735 23 views 3 comments 1 point Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Issue with Monthly Trend Report Filtered by GroupContent I'm really just looking for some best practices here... We have a few reports used primarily by our Contact Center that show monthly totals and trends. Currently…User_2025-02-03-16-48-16-590 26 views 0 comments 0 points Most recent by User_2025-02-03-16-48-16-590 Reporting & Analytics for B2C Service
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Measuring contact deflectionContent How do you measure contact deflection? Counting only those contacts deflected through Smart Assistant isn't complete. Many resources suggest surveys to get a rat…User_2025-02-01-08-14-04-387 31 views 2 comments 0 points Most recent by User_2025-02-01-08-14-04-387 Reporting & Analytics for B2C Service
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Searching the Organization Name within a ReportContent Any tips on being able to search on the Organizaitono Name within a report that acts like "contains". Currently we are using Complex Expression. Unless we use th…JLFolkman 29 views 3 comments 0 points Most recent by User_2025-02-03-20-16-45-224 Reporting & Analytics for B2C Service -
Business Day Filter in the Agent Performance ReportContent Hi All, I need to customize the standard Group Performance Simple report to add the Business Day Filter on the Average interval Time. I need to exclude the Satur…Yogesh Jayalekshmi-123167 13 views 1 comment 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Escalation task reportContent Hi All, I have a requirement to create a report which shows all the tasks which are going to be escalated. In the search level,I need to enter the value in minut…User_2025-02-03-18-29-17-316 24 views 1 comment 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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A scheduled report based on the last 30 daysContent I have a report that pulls the records I want and is emailed out once a month. This part works as expected. But I'd like for the report to only pull the records …User_2025-02-01-06-53-42-045 25 views 2 comments 0 points Most recent by User_2025-02-01-06-53-42-045 Reporting & Analytics for B2C Service
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Historical Incident Count by StatusContent Hello Everyone, I am looking to create a report that shows Incident counts in a queue over a historical period of time by day, for example the individual days in…
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Time spent on an articleContent Hi, We want to analyze the article usage in our organization and one of the parameters is the time users are spending in viewing the articles/answers. I have gon…User_2025-02-03-16-11-55-768 23 views 0 comments 0 points Most recent by User_2025-02-03-16-11-55-768 Reporting & Analytics for B2C Service
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Response Types and Inc_Performance TableContent What types of response are considered when looking at the "Create to Initial Reponse" interval on the inc_performance table? Is it just looking for a response by…User_2025-02-03-22-31-24-751 44 views 0 comments 0 points Most recent by User_2025-02-03-22-31-24-751 Reporting & Analytics for B2C Service
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System Solved Incident ReportContent Is there a report in existence or a good one to modify that will pull all incidents solved by the system? For example the system changes a status to solved due t…User_2025-02-03-19-10-28-887 28 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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File Attachment Report on Custom ObjectContent Greetings! I understand that to report on attachments we can use fattach.tbl. However, I notice that this is only for standard RN objects. Is there a way we can …User_2025-01-25-00-54-52-705 52 views 4 comments 0 points Most recent by User_2025-01-25-00-54-52-705 Reporting & Analytics for B2C Service
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Chat AHT (average handle time) CalculationContent There have been some questions regarding the accuracy of AHT calculation on the chat reports we are using that were all set up by a previous admin. That column i…User_2025-02-01-08-26-22-513 49 views 8 comments 1 point Most recent by User_2025-02-01-08-26-22-513 Reporting & Analytics for B2C Service
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Question about Bulk ChangesContent Morning everyone! Is there a way to make a mass change to a list of contacts withing organizations in RN? I have around 2,300 contacts that I need to "disable" s…User_2025-02-03-18-36-38-730 22 views 1 comment 0 points Most recent by Eric S. Reporting & Analytics for B2C Service
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scheduling the same report for different regions with search filters (region & country)Content Hi, I have an existing report (incident counts) that has been schedule to sent a daily report to APAC (using country & region as search filters in the report). N…User_2025-02-03-22-09-22-779 24 views 2 comments 0 points Most recent by User_2025-02-03-20-16-45-224 Reporting & Analytics for B2C Service
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Create Report on Report SchedulesContent I need to build a Report where I can search on a specific email address and find all Reports that have that same email on a Report Schedule. I'm able to use the …User_2025-02-03-18-33-23-668 27 views 3 comments 0 points Most recent by User_2025-02-03-20-16-45-224 Reporting & Analytics for B2C Service
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Weight & Computed Score in Report ID 176Content In report id 176 sorting of answers is based on weight & computed score(descending order). When I view values for weight & computed score, all the answers weight…User_2025-02-03-16-53-11-440 18 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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Report on Half an Hour Intervals?Content I just got a request for a report that would report the number of incidents that come in for a certain group every half an hour. To my knowledge, this is not pos…User_2025-02-03-17-33-54-785 28 views 7 comments 0 points Most recent by User_2025-02-01-08-18-48-897 Reporting & Analytics for B2C Service
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How to determine the maximum number of customers that were waiting in the chat queue for a given...Content Hello, A client has asked for a report that includes a metric for the maximum number of customers that were waiting in the chat queue for a given date/time range…User_2025-02-03-18-12-37-018 31 views 0 comments 0 points Most recent by User_2025-02-03-18-12-37-018 Reporting & Analytics for B2C Service
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Group filter is not working for FirstnameContent Hi, We need to develop the report that who are all having the duplicate[same] firstname. So we try to develop the report by using the group filter where we menti…Mohana Gopal S-Oracle 50 views 2 comments 0 points Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service -
Month wise incident reportContent HI, I would like to create the schedule report for month wise for last one year. The columns are no.of created incident,no. of pending incident and no. of closed…User_2025-02-03-19-33-02-045 31 views 5 comments 1 point Most recent by User_2025-02-03-19-31-14-086 Reporting & Analytics for B2C Service
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count of incident which was solved in first responseContent Hi Team, Stuck with some logic here help me if possible. I want the total count of incident which was solved in first response along with agent name who solved i…User_2025-02-03-19-26-48-025 33 views 6 comments 0 points Most recent by User_2025-02-03-19-26-48-025 Reporting & Analytics for B2C Service
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Custom scripts on drill downContent Hi everyone, At the moment I'm using this script on each row if($rows[0][2]->val >= 1){$rows[0][1]->val = $rows[0][2]->val;} on the first page of a report and it…User_2025-02-03-17-55-37-176 43 views 0 comments 0 points Most recent by User_2025-02-03-17-55-37-176 Reporting & Analytics for B2C Service
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Changing text alignment in custom report on customer portalContent Hello dears, I am using a custom report on the "Account Overview" page on the customer portal. I would like to have all column data text aligned to "center" exce…Hanna Abi Akl 26 views 0 comments 0 points Most recent by Hanna Abi Akl Reporting & Analytics for B2C Service