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Reporting & Analytics for B2C Service
Discussion List
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Daily rolling 7-day averages?Summary Is it possible to create a report showing prior 7-day rolling averages for a metric, by Day?Content Hello - I'd like to create a report that presents a daily rol… -
Need to validate out of box FCRR usefullnessSummary We need to determine if we can use the out of box FCRR Infolet formula for Agent FCRR or we need to customize to meet our definitionContent The current out of th… -
Display Attachments in ReportSummary How to display Incident Attachments in a ReportContent We have this requirement for creating a debrief Report following a scheduled work order (OFSC) which also … -
Looking to find a the table that hosts text result for graph reportsSummary in an Infolet report - Current Backlog, there is a column showing Open Incidents and Responded. I am looking for the associated table. msg_lookup is a command bu…
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Agent Total Response Time field discrepancy: exact definition please?Summary Unclear on the discrepancy between this value, and the datediff from session creation to agent engagementContent In building some basic chat reporting, I want to…
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Is there a way to list the reports not used ?Summary Can we list all the reports not used in Service Cloud ?Content Hi Team I am looking for a standard or custom one to list all the reports that are not used in the… -
Incident report - assigned to a second groupSummary Incident report that shows if an incident was transferred to a different groupContent Hello, I've been trying to figure out how to display the following scenario… -
Is there a way to hide / remove the limit and order options for a report?Summary Need to be able to limit the number of records that an agent can see with a blank search using a custom contacts quick searchContent The quick search is useful t… -
Chart display issues Desktop vs BUISummary Chart displaying differently in BUIContent Hi, I'm having a hard time getting a chart to display the same way on BUI as it is on the agent desktop. Any tips woul… -
All Chat Sessions requested + email Incidents created in 1 view?Summary Need help to create a combined view of all Chat Sessions requested, plus all email Incidents created for any period -- is this possible??Content Hi - is there an…
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How to use date_add(date, units, interval, round)?Summary How to use date_add(date, units, interval, round)?Content In Incident table for column "incidents.updated" output is "2020-08-20T 08:33:23Z" but expected Output …
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what is exact columns names for Parent.ID and Parent.Name in category table?Summary what is exact columns names for Parent.ID and Parent.Name in category table?Content Building report for Categories table , looking two columns Parent.ID and Pare…
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Show null value as blank is not working for report columnSummary Show null value as blank is not working for report columnContent I have built the report for incident table and I need blank value for null column. Here null val…
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Report dynamic filter(custom field) wise using Custom scriptSummary Organization/Contact/Asset Quick Search Report based logged Agent mapped Division/Business Unit wise dynamically filtered.Content Hello,I'm new to the custom scr…
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Agent Overview InfoletsSummary Agent Overview Infolets - showing "1 Record"Content I am fairly certain I know this "1 Record" means the report is bulling back 1 record with the intended total …
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Incident product number reportSummary We tried checking product/incident tables there it shows product_level as product description whereas we are expecting as product number. –Kindly let us know if …
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Join Incidents table with answer details tableSummary Join incident table with answer details tableContent We have saved docId in custom object and mapped it to incident. We want to build a report to join incident t…
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Mapping Incidents as a Child to custom objectSummary Trying to map an incident to a custom objectContent Hello All, We are trying to map an incident as a child of a custom object which we have created, then trying …
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Aging Report frp the Service Request using OTBISummary I want to Create one Time Trend Analysis, which have weekly, Monthly , quarterly and annually based values of SR Created and Closed.Content I want to Create one …
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Agent Workspace Report - display user running reportContent Hi all, I have a requirement to run a report based on the Contacts table, and at the end of the report I should output who ran the report. So it needs to look so…
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Report on Unresponded TicketsSummary Editing a ticket without responseContent There is a situation where the customer updates the ticket multiple times before getting a response. Can we develop a re… -
In Console, Is it possible to select a record from report present in incident workspace and assign iSummary I have added a contacts report to the incident workspace tab. On doing search and selecting the contact, the contact should get inserted into the assigned field.… -
Report is displaying 1000 record per page, VRL_HARD is 10000Content Can anyone tell me what is happening here: VRL_HARD cofig setting is default but every time when i run my report i get only 1000 record per page, there is no Pag… -
Report on single page hitsSummary Need to find the number of times a page was visited.Content We have a specific CP page that we would like to know how many times it was hit. Is that possible in … -
Hide row if column contains a duplicate valueSummary Hide row if column contains a duplicate value in incident ref # columnContent Hi all. We have a report used by numerous agents. The report has a drill down based…User_2025-02-01-08-17-38-818 55 views 8 comments 1 point Most recent by User_2025-02-01-08-17-38-818
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Want to include a Content Inventory Report in Incident Workspace with run-time selectable filter onSummary We want to include a Content details Report in Incident Workspace with run-time selectable filter on custom field from incident workspace (docId). We could not f…
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Use Another Table for Primary Key on ReportContent Hi all, I hope the below makes sense. I am trying to have a report run in our incident workspace that will show any other recent incidents raised recently under … -
Report to show periods where no Chat agents were availableSummary Trying to identify gaps in Chat agent availabilityContent Hi, I'm trying to find the easiest way to find periods where there were no Chant Agents in Available st…
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How to Add Incident Product or Group to Survey Conversion Stats Trend Report?Summary Is it possible to dd the Incident Product or Group to the Survey Conversion Stats Trend Report (ID: 7048)?Content I am looking at the Is it possible to Survey Co… -
List Filter for a Text Custom FieldSummary Docked Filter to allow the user to use a drop down for a text custom field in a reportContent Hello all, Looking for some creative solutions here - I have a text…