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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Need to capture 2nd thread response date/time in report columnSummary Need to capture 2nd thread response date/time in report columnContent Hey All, There is three response sent to the customer. I want to capture the 2nd response d… -
Report to show only Incidents for Contacts with Multiple Open incidentsSummary Basically trying to filter out the customers with multiple open incidentsContent We have incident reports showing all open incidents for various queues. Of cours…
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Agent Login ReportSummary Out of the Box Agent Login ReportContent Hey all, I'm looking at the standard Agent Login report located in \Public Reports\Service\Agent Reports\Agent Login and… -
Chats handled per chat agent interval - possible?Content Hi, We've a requirement to report on detailed chat agent interval data, specifically number of chats handled and AHT per agent per interval. I know we can get th… -
Counting Incident SourceContent Is it possible to make a report that displays an agent's name, number of Incidents they have assigned to them that were created by ask page and the number of Inc…
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Get the Percentage of Status from daily incidentsContent Hi Experts, Is there a way to Get the Percentage of Status from daily incidents? Example: for today there are a total of 100 incidents and 50 of those are solved…
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Unordered Column in Custom ReportSummary Report Columns Do Not Display In OrderContent Hi, I created custom report and added column in order way in which they display output to agent. I ran report and d… -
Last Agent LoginContent I would like to have a report to show the last time an Agent Logged in. I haven't been able to find anything in the tables to represent last login date. Does any…
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Chat TransfersContent I'm trying to figure out how many chats each agent transferred in a given timeframe. Any ideas where to start?
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Report to show custom field usageContent I'm trying to put a report together that shows me how many times a custom field is used. The rationale being that I want to remove any unused fields! I fail to s… -
can Organisation hierarchy changes be reported on?Summary I want to be able to report when a hierarchy level has changed for an OrganisationsContent Hi, This is my first time posting here - so hopefully there is a guru …
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Custom scripts to access controllers and modelsContent Hi, Can the scripts in reports access controllers/models from the custom portal? I'm trying via cUrl (and failing) so was wondering if there was a better solutio… -
Report to display Severity UpdatedSummary How many times severity updated for a incidentContent Hi, We have business requirement to get number of times severity got updated for one particular incident an…
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Ask A Question ReportSummary Report SummaryContent Hi, I would like to ask if there's a way to get all the data from Ask a question in customer portal? Basically, we set it up as a Pre-chat …
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Passing Run-time selectable Date Range Filter to Custom Script of the ReportContent I have passed the run-time selectable date range filter to Custom Script of the Report. I have taken the FROM date and TO date in two variables convertiing epoch… -
Correct way to count incidents First Responded by a given Group?Summary Seeking best way to count incidents Initially responded to by an Agent GroupContent Hi all - we pay our frontline Call Centre based on # Incidents where they sen… -
answer feedback report with answer-ID, Question text, incident number and incident textContent Hi, I want to create a report showing all individual feedback per answer (preferably even a report that enables me to filter on either answer ID or product or bo… -
Add Time Zone in Date Column in Report AnalyticsSummary How do I change the display of Date/Time in an output column?Content Hi, We have business requirement to change date/time in OSvC for each record. By default, th…
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External Data Reports with Browser UI - Analytics Cookbook RecipeContent External Data Reports with Browser UI Expose External Data to OSvC Author: Scott Harwell, Principal Product Manager Difficulty rating: (Advanced) Target persona:… -
Search report results for contacts.any_phone_raw vs. any_phoneSummary Looking to understand why the rows analyzed are different for the two fieldsContent Why do the fields have a different number of analyzed rows if they're both se… -
Report description needed for end-user and kb answersSummary Report description needed for end-user and kb answersContent Where can I find a description of answer and end-user reports such as: Answer click through rate, an… -
Created and Closed/Resolved in the same reportSummary Creating a report (not a dashboard) with incidents created and closed/resolved in a period of timeContent Hello, I am trying to create a report that will include… -
Aggregate functions last() is not working as expectedSummary last() should return last row of the data set, but it is fetching all the records.Content Objects : a) Incident b) CO.AuditLog (Custom Object). Joining Relations…
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Report with link to attachments.Summary How do I get a report with a link to attachments for each incident?Content Hello, I have a report that shows the incident information and the attachments associa… -
Incident SizeSummary How to get size of incidents?Content Hi, Is there a way to return the total size of an incident with and without file attachments through reporting? A simple rep…
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Passing filter value from one to anotherSummary Passing filter value from one to anotherContent There are 2 filters one for primary branch code and another for secondary branch code. Customer want to show sing… -
Disposition of Incident when Survey went outSummary What was the disposition of the incident when the survey went out?Content I am trying to find the disposition of an incident at the moment the survey went out. I…
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Contact custom records - display only record with latest date or just one if date blankSummary Return single latest customer record for a contactContent Our contacts have custom records in eg. myTable. They may have none, a single, or multiple linked recor… -
Time in statusContent For a given incident ID - what is the easiest way to show how long it has spent in each status Not status type - each status
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Adding a Wildcard function to a Report Definition FormulaSummary I'm wanting to use an if statement in a report to search the subject title for a key word such as 'Accepted' and to return a custom value for this. Is it possibl…