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.
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Reporting & Analytics for B2C Service
Discussion List
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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 … -
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 … -
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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Report To Display Parent Incident RecordsSummary Child Incident need to show all other incidents related to one parent incidentContent Hi, I have custom incident report which display all related incidents belon… -
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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Data Dictionary ReportContent Hi, is there any way to create a Data Dictionary report with detail and hierarchy to export? -
Time with Customer vs. Time with AnalystSummary Time with Customer vs. Time with AnalystContent We would like to have two columns on a report to indicate how long a case was with a customer vs. time with an an…
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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… -
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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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 … -
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 … -
To show percentage in the roll upSummary To show percentage in the roll up columnContent This report has a column called 'Service Promise Status' that is governed by a custom script to return a value. I…User_2025-02-03-16-53-11-440 30 views 4 comments 0 points Most recent by User_2025-02-03-16-53-11-440
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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… -
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…
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Median of Business DaysContent REMOVED
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Remove Report Name While Exporting in BUI versionContent is there any way to Hide/Remove report name while exporting in BUI? in .NET version we have check box which allow user to remove report name in output but not op…
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View what emails were sent by Connect PHPContent Hi, We send emails using the public mail API - is it possible to get an audit of what emails were actually sent? So let's say we had code to send to 100 email ad… -
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…
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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…
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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…
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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…