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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Customer Portal Pages Visit reportingSummary Need a report to capture the no of visits per page of CP for a time frameContent Need a report to capture the no. of visits/sessions per page of CP for a time fr… -
Incidents Closed Multiple timesSummary Looking to find incidents closed more than onceContent In the Inc_Performance table we can see the interval Create to Final resolve. This interval also shows 5 i… -
Organization Hierarchy ReportingSummary How to Correctly Report the Levels of an Organization's Hiearchy?Content I am trying to create an Organizational Hierarchy report that shows the number of Contac… -
Simple report but a lot of data and crashingSummary report to show contacts who have emailed over the past yearContent What is better - both options crash. OPTION 1 Incidents table is root Inner joining with Conta…
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More friendly agent activity/performance reportsSummary Any suggestions or examples of more user friendly agent activity/performance reports?Content Hi Our users are wanting better options to report on their groups an… -
Initial Resolution Time calculation Excluding 'Waiting' status timeContent Hi Experts, We have one requirement where we need to calculate Resolution time i.e., total Initial resolution time for an incident. i.e. from the Incident Creati…User_2025-09-05-00-11-37-622 51 views 1 comment 2 points Most recent by User_2025-02-10-10-44-44-497 -
Cannot Add Filter For String type fieldSummary Cannot find string field while adding filter in custom reportContent Hi, We have custom object Debrief (Package Name) field i.e.debrief_notes of TEXT type and tr… -
Help with scheduled report filterSummary Help with scheduled report filterContent Hello, I'm trying to schedule a report to run late at night, daily, and report on the past 22 hours of answer views. I'm… -
Mailings Bounce DetailsSummary Need a drilldown to get the email address of any bounces from a mailing.User_2025-02-05-10-15-05-593 30 views 3 comments 0 points Most recent by User_2025-02-03-22-07-33-802 -
Report on granular Administration permissionsSummary We'd like to be able to report on all the individual Administration profile permissions, unfortunately, only a handful show in the reporting tablesContent For ex… -
Contacts Who viewed the answer and how much time spent on each AnswerSummary Has anyone been able to create a report that shows contact who has viewed an answer and for how for how much time before moving to any other page. Thanks,Bhagyashree Deshpande-250263 33 views 0 comments 0 points Most recent by Bhagyashree Deshpande-250263
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How to create a *single* report that lists new & updated answers, with roll-upContent Brief background/context: In our environment we have an annual review policy for all of our answers, which ensures that everything gets an 'eyeball' at least onc… -
is there a report to show workspace/workflow usageSummary im looking to do a tidy of the site, and want see if there is something to helpContent Im wondering if there is a report that would show if a workspace or workfl…
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Manager field cannot be edited inlineSummary Manager field cannot be edited inlineContent Hello! I attempted to create a report so that the manager field could be edited inline, and updated in multiple rows…
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Trim leading training spaces in reportSummary How to trim leading and trailing spaces in a report fieldContent Hi all, I am trying to trim a report field's leading and trailing spaces. I am dong ltrim(rtrim(…
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Global Change to Column Format OptionsSummary Is it possible to globally change common options in a report?Content Just wondering if anyone has come across an option to change common options across multiple …User_2025-02-03-18-42-00-650 22 views 4 comments 0 points Most recent by User_2025-02-03-18-42-00-650
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Disconnected chatsSummary Trying to determine the amount of time it takes a requeued chat to be assigned after being disconnectedContent Hello - I'm trying to determine the amount of time… -
Dashboard Parameter Values Filer is blank on runSummary Dashboard with 10 reports. most all have a filter of inc.performance.group_id. In edit, I have selected this to default to Logged In. On run of Dashboard, filter…
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Remove Repeating LinesSummary Remove Repeating LinesContent Hello! I’m working on a report, but noticed that there are some lines that repeat (Answer ID). Does anyone have a recommendation on…
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include information already filtered outSummary Add a count of incidents assigned to group/accounts already filtered out of a report.Content Hi all. I have a report that shows a manager all open incidents assi…
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Report to count occurrences of subst characters in a subject lineSummary Report to count occurrences of a subst of characters in a subject line which vary depending on customer requirementContent Hi all. I'm not sure if this can be do…User_2025-02-01-08-17-38-818 36 views 0 comments 1 point Most recent by User_2025-02-01-08-17-38-818
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How to combine multiple transactions: Count incidents routed when not solved at the same timeSummary Report showing destination queue by agent when status was not solvedContent I have a report that shows the number of incidents each agent has routed to specific …User_2025-03-10-21-27-49-962 37 views 9 comments 1 point Most recent by User_2025-03-10-21-27-49-962
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Business Rule LogSummary Looking to find when a business rule was last updatedContent Is there a way to find out when we last updated a Business Rule? We did make an update, incorrectly,…
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Not able to fetch the records in the report because the size is exceeding the LimitSummary When searched for the report, since the no. of records fetched is very large, not able to process it. Please find the screen shot attached and let me know how ca…User_2025-02-06-00-30-44-017 41 views 5 comments 1 point Most recent by User_2025-02-06-00-30-44-017
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How to update the new list and home tab in for this reportContent We need to delete some objects from the new list and update also home tab -
Trim characters before or after a space, or other seperator.Summary We have a custom key word routing script to route our incoming email incidents to the proper queues and products. We are looking to see what keyword rules trigge…
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Changed Queue reportContent Hello - We are trying to create a report to show the amount of time an incident was in a specific queue before being transferred/changed to a different specific … -
Custom object as a drop down filterSummary Workaround solution for Drop down filterContent I have custom object BallotExclusion linked to contact object. In report filter, I need to show Exclusion reason …User_2025-02-03-16-53-11-440 22 views 0 comments 1 point Most recent by User_2025-02-03-16-53-11-440
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How to hide/remove Duplicate rows on incident report without using Group_result/Aggregate functions.Summary How can I get my report to display only unique values instead of having multiple rows with the same value?Content Hi All Business Use case: Incident Quick search…
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INC_PERFORMANCE TABLE - CREATE TO FINAL RESOVLE DISCREPANCYSummary INC_PER TABLE SHOWS CREATE TO FINAL RESOVLE SHOW CORRECT DATE WRONG AGENTContent Agent X - closed incident 10/13/2020 Customer - updated incident Agent Y - close…