To ensure that questions get required attention from community members and are NOT left unanswered, it’s important for the author to indicate (by selecting “Yes” or “No” when prompted) whether the question was answered. (newly added) Please note that it is also important to respond to EACH comment your question receives. Your Yes or No response ensures an accurate status for your question.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
Reporting & Analytics for B2C Service
Discussion List
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Display Deleted Incidents Report with detailed information such as email, contact name and phone...Content Hello, I was reading the following useful post https://cx.rightnow.com/app/answers/detail/a_id/2460/kw/deleted%20record. I noticed that we can display basic info… -
Is it possible to export Archived incidents to a readable format?Content Hi, I have a business requirement to provide all communications from a specific email address. I wrote a report to get all chats and emails that are not archived…User_2025-02-03-16-51-39-328 62 views 3 comments 1 point Most recent by User_2025-02-01-08-45-53-579
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Alerts - Only include the last incident that meets the exception criteriaContent Hi, I have created a report that sends an Alert every time a chat goes abandoned. I based it on an exception with the following parameters: Expression: chats.fir…
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Contact audit log report should show all updatesContent For one of the contact, date last updated is today (18/01/2018 03:23). Audit log is not showing that date.(Refer attachment) Contact audit log report is not capt…
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Creating a custom script to remove unwanted dataContent Hi, We have an integration with our ACD that when a phone call is answered by an agent, a customised contact search report is popped in Oracle Service Cloud. The… -
"Processing view failed" error on reportContent I have a report where I have a column which is a concatenation of text and fields and one if statement, so essentially running a bit like a merge. It was all run… -
Chats reportContent Is there a report that shows for hours of the day how many agents were online vs. how many chats were active vs. how many chats were on hold? if it does not exis…
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Default Reports on HomepageContent Hi Is there any way to set default report more than one report? I know i can add a dashboard as default. But i need to open three seperate reports as default on … -
Selecting multiple rows / sending row data to an add-inContent Hi everyone, My use case is that the agent: 1. Opens a report (and optionally uses filters) to view some/all of their help articles. 2. Selects some subset of th… -
Changing CurrentDate format field in report headerContent Hi All Is there a way of changing the {CurrentDate} text field format from mm/dd/yyyy to dd/mm/yyyy We have tried several options but to no avail. We also tried …User_2025-02-03-19-35-06-088 26 views 3 comments 1 point Most recent by User_2025-02-03-16-51-39-328
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Get a report which matches multiple criteriaContent I want to get a report of Organizations which have expired on their support contract (SLA instance) last quarter. I do not want the org to show up if they have a…
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Transfer ReportContent I have a report that tells me which queue it was created to, which queue it was transferred to, and who it was transferred to. But the report brings the informat…
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Combining results from tables that are joined multiple timesContent Hi, When I join the same table twice using different conditions, both conditions give different results. The agents may satisfy any one or both the conditions. I… -
Custom Sorting/Ordering based on a Hidden ColumnContent Hi, I have a report based on the "chat_queue_stats_rt" table and would like to create a custom order for the displayed queues (other than alphabetical - I need s…
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Avoid email duplicate by Using 'GROUP BY' in Console AnalyticsContent Hi All, I have one requirement to group by the records by email.I have tried the "Group Result" functionality. If I gave only email column its working fine.Once … -
Show First Time AssignedContent Hello I'm new to this forum so I hope this is the right place. I'm building a report for a team that shows the time spent from initial incident creation to when …User_2025-02-03-21-37-51-574 36 views 2 comments 1 point Most recent by User_2025-02-03-21-37-51-574
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Audio Alert on Reports (Exceptions)Content Hi, Is it possible to have an exception give an audio alert? In my case, I was asked if we can provide one for a report we use for Live Chat Monitoring. Basicall…
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outer join with WHERE NOT EXISTS statementContent Hi, I'm looking for a way to configure a report with an outer join and the WHERE NOT EXISTS statement (known from native SQL). Sadly I do not find a solution. Th…
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Possible to query an incident thread type (ie. private note) to contain a specific keyword (ie....Content I'm looking to create a report that displays only incidents that contain a specific word in a private note. I'm having no problem displaying incidents that both … -
to_number not working as expectedContent Code is below. I'm outputting all 3 fields individually. The first is 1, the second and third are both zero. When I add a new column with the definition below, I…
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Documentation About Standart ReportsContent Hello, Where can I find documentartion about all Pre-Made Reports? I have a old version (051509v1_feedback_catalog_of_reports.pdf, 051509v1_marketing_catalog_of_… -
Inline editing for Account Hierarchy for multiple staff accountsContent Hello, I am looking for a good way to manage multiple staff account's account hierarchy. With the goal to be able to move accounts under new Managers faster than…
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String function to hide text after a characterContent Hi all. Can anyone suggest a string function that will hide part of a string after a certain character? For example: * Replace this: What I need to see - what I …
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Create RightNow Report - show status changes/historyContent Hi, Complete and utter n00b here (long time lurker), so apologies if I say something stupid or name anything incorrectly. My query relates to Oracle RightNow. My…
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Include Send Rejected Msg account in Incoming Email Filter Details reportContent Hi all. I want to add the "Send Rejected Messages To" field from Mailboxes Incoming Email details to the 'Incoming Email Filter Details report (ID:227). I've had…User_2025-02-01-08-17-38-818 31 views 3 comments 1 point Most recent by User_2025-02-01-08-17-38-818
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First response calculation per QueueContent Hi I need to know how to get the first response time of an incident for each queue it passes. Example: Incident created in queue A, the agent responds to the con…User_2025-02-03-17-19-40-969 38 views 4 comments 1 point Most recent by User_2025-02-03-17-19-40-969
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Please deleteContent Please delete
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Exclude results if all survey questions are not answeredContent Is there a way to exclude survey response that does not answer all questions? The report is showing multiple lines where a respondent has answered one question, …
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Maximum number of items in IN List filter?Content Is there a max number of items you can add in an In List filter? I can't seem to find this documented. Sometimes when I type in 1000 items it works (ie 'red,'blu…
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Bring back earliest dates in seperate columns then combine to single rowContent I have this data. #s0 {font-family:Segoe UI ;font-size: 9pt; font-weight: bold; color:rgb(68,68,68);text-align: left; vertical-align: bottom}#s1 {font-family:Seg…