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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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Outer join not pulling through all incidents - just where they have a relationship to an incidentContent Hi, So: * Added a incident reference * Added transaction type * Added transaction id3 * Did outer join * Filtered transactions on type =**** and id3 in A,B,C The… -
How to select all when using IN LIST?Content * So I have a column I want to filter on. * Because it's free text, when I select "IN LIST", nothing is selected and I have to type stuff in. * I could either pa…User_2025-02-03-19-49-57-702 21 views 7 comments 1 point Most recent by User_2025-01-30-19-06-33-073
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Want to display date format as FY16/FY17 so on, in a Report columnContent Hi All, In a report column I want to display as FY16 if Incident start date is between 01/Oct/2015 to 30/Sep/2016 and FY17 if incident start date is between 01/O… -
How to increase character limit from 200 for text columns in reportsContent I'm trying to run custom reports on Survey text responses and I see that the responses are truncated after 200 characters. It seems that only the displayed value…
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Agent assigned incidents report displaying all agents (even with 0 assigned incidents)Content I'm attempting to create a report that displays a count of number of incidents that have been assigned to each agent over a specified amount of time. What I can'… -
Report: On average users are submitting how many tickets per month?Content Hello, I am wanting to reach out and see if there is any way to check on average how many incidents are users submitting via our Ask A Question page in a given m…
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ROQL Multiple FiltersContent Currently have the below but looks like just the second one is listened to and not the first, please advise how I'd pass multiple filters using ROQL to an analyt…
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IP Address of chat customer in real time reportContent For the Chat tables in Oracle, there are several real time and several historical tables. The IP address of the person chatting with our agent is available to th…
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Access Custom Reports using REST/SOAP APIContent Can we access custom reports using REST/SOAP API? If so, please provide us some documentation on the same. Version Service Cloud
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Reusable fields and filtersContent Hi, We have several reports, some of them based on similar filters and showing similar fields. As those filters and fields change ever time, is there a way to cr…
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Dynamic column generation using Report Custom ScriptsContent Is there any way to dynamically generate column from a custom filed value in Report? For eg: I have a custom filed c$type with values Request, Complaint, Enquiry…
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Viewing all incidents that have ever been updated by a customerContent Viewing all incidents that have ever been updated by a customer - how would I go about doing this? Is there a standard report I can look at? -
Showing all incidents where a user has completed a survey along with survey resultsContent As the title suggests! Can anyone please advise me how I would get a report showing all incidents that has a closure survey completed and the relevant answers/re…
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Include empty Qs in a report.Content Hi, I have a report that shows incidents per Qs. It is not showing the Qs that are currently empty. I would like it to show the empty Qs as well. The report is b…User_2025-02-03-16-51-39-328 35 views 9 comments 1 point Most recent by User_2025-02-03-16-51-39-328
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Responses Sent Count Column breaking Cross-Tab Attachment ColumnContent Hello all, I'm having an issue in a report that's causing a previously working feature/column to break. This report has had 2 fattach columns that were built wit… -
Report on Text Responses within GuideContent Hello, One of our teams would like to use a guide with text questions/responses, then pull reporting to see what exactly the responses were. This guide would be …User_2025-02-01-08-53-36-401 13 views 0 comments 1 point Most recent by User_2025-02-01-08-53-36-401
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Delete row if match is found with previous rowContent Hi, I have a report that brings back incidents and various bits of information. The Incident Reference number will be repeated but I've sorted it in a way where …
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Report Column: Only Customer or Agent Response timesContent Hello all! I'm trying to create a date column in a report that only measures customer messages and agent replies, and no other edits to the ticket. We currently …
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Scheduled report not runningContent Hello, I have a report scheduled to run, however, judging by the "Report Schedules" standard report, it does not appear to have ran at the times I've designated … -
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…
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Backlog and Closed Cases ReportContent Has anyone created a report that includes both open and closed cases? I want to display a row for each case where it is still in an open status or if it was clos…
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Change Administrator's Name as it Appears in Auto-Response EmailsContent I am making changes to our message templates to alter how our emails appear to customers. Our current Thread Heading is: [Entry Type] by [Channel] ([Author]) ([E…
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Report to show exceptions based on SLAContent Hi, We're looking at creating a report to show all incidents, coloured by SLA state. So for example if the incident is less than 2 days old, black font. Between …User_2025-02-03-19-49-57-702 22 views 0 comments 1 point Most recent by User_2025-02-03-19-49-57-702
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Calculate Time Elapsed, excluding Close of Business HoursContent Hello! I am trying to add a new column to a queue report, which our agents use to view all tickets in a particular queue. I would like this new column to calcula…
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Report to show only Tickets from Contacts w/ Multiple Open TicketsContent I am rather new to building custom reports, so please bear with me if I am not using correct terminology. I'm attempting to make a report that only shows tickets…
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Report in Workspace of object whose ID is being used by WorkspaceContent I'm having a hard time achieving this one and I'm hoping it's really something silly that I'm overlooking. Here's my situation. We are using the Opportunities mo…
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Report Expression - Fowarded IncidentsContent Hello, I'm trying to get a visual marker on incidents that have been forwarded. I know I'm supposed to use transactions.trans_type in the report expression, but …
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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… -
Logged in / Logged offContent I've been asked to have a list of accounts that shows "logged in / logged off" for all accounts and then show the last time logged in (or off) I got somewhat ann…
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Filtering against Logged In Account FieldsContent I think that this may be one for Kenny T's expertise. I am looking to create a report which it to pull information from the logged in account and use it as a fil…