Reporting and Analytics
Discussion List
-
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 -
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 45 views 1 comment 0 points Most recent by User_2025-02-03-22-20-20-973 Reporting & Analytics for B2C Service
-
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 84 views 5 comments 6 points Most recent by Kristi Karels Reporting & Analytics for B2C Service
-
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 11 views 6 comments 0 points Most recent by Danette Beal Reporting & Analytics for B2C Service
-
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 27 views 1 comment 0 points Most recent by User_2025-02-03-22-20-20-973 Reporting & Analytics for B2C Service
-
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 -
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 30 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 44 views 1 comment 1 point Most recent by Mike Griffiths Reporting & Analytics for B2C Service
-
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 14 views 1 comment 0 points Most recent by User_2025-02-03-19-31-14-086 Reporting & Analytics for B2C Service
-
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 59 views 1 comment 0 points Most recent by User_2025-02-03-17-50-44-097 Reporting & Analytics for B2C Service
-
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
-
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 …
-
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
-
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 21 views 1 comment 0 points Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service
-
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 21 views 4 comments 0 points Most recent by User_2025-01-30-19-06-33-073 Reporting & Analytics for B2C Service
-
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 14 views 5 comments 0 points Most recent by Keri Jenkin Reporting & Analytics for B2C Service
-
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…
-
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 22 views 2 comments 0 points Most recent by User_2025-02-03-17-24-26-229 Reporting & Analytics for B2C Service
-
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
-
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 51 views 3 comments 0 points Most recent by User_2025-02-03-17-27-14-764 Reporting & Analytics for B2C Service
-
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 59 views 3 comments 0 points Most recent by User_2024-12-17-19-29-03-440 Reporting & Analytics for B2C Service
-
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 26 views 6 comments 0 points Most recent by User_2025-02-03-19-34-17-802 Reporting & Analytics for B2C Service
-
OTBI/OBIEE report with Attachments?Summary Can attachment counts be displayed in BI report?Content We have a requirement to create a report showing opportunities with attachments. If we can only flag thos…User_2025-01-22-19-28-04-893 157 views 4 comments 2 points Most recent by User_2025-01-22-19-28-04-893 Sales
-
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
-
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 33 views 4 comments 0 points Most recent by Colby Ross Reporting & Analytics for B2C Service
-
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 74 views 10 comments 0 points Most recent by Mike Griffiths Reporting & Analytics for B2C Service -
Trouble using incidents.search_thread to match multiple termsContent Hi, I'm trying to set up a report to locate incidents where certain phrases have been used. I have several phrases I'd eventually be able to locate, but the exam…User_2025-02-03-16-16-36-032 33 views 11 comments 0 points Most recent by User_2025-02-03-16-16-36-032 Reporting & Analytics for B2C Service
-
Detailed Contact Editor ReportContent I'm looking to create or modify an existing report whereby I can see which agent has edited what and when on a contact record. The current report that is in use …James G 40 views 12 comments 0 points Most recent by User_2025-02-03-19-31-14-086 Reporting & Analytics for B2C Service
-
Conditional Formatting based on System Date to capture current weekContent Hello-- I'm creating a report where I need to define dates into buckets within the column. I have Assigned Account, Due Date, Count of Ref.No. as my three column…User_2025-02-03-19-37-18-427 49 views 3 comments 0 points Most recent by User_2025-02-03-19-37-18-427 Reporting & Analytics for B2C Service