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Reporting & Analytics for B2C Service
Discussion List
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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… -
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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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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Report to show who has assigned an incident on to another person or groupSummary Report to show who has assigned an incident on to another person or groupContent Hi i currently have a report which counts the number of incidents solved and uns…User_2025-02-03-18-05-12-461 61 views 5 comments 0 points Most recent by User_2025-02-03-22-07-33-802
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Median of Business DaysContent REMOVED -
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… -
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… -
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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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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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… -
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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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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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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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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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…
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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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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… -
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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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… -
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 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… -
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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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…
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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…User_2025-02-03-21-58-25-969 38 views 2 comments 0 points Most recent by User_2025-02-03-21-58-25-969
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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…User_2025-02-01-08-26-30-444 30 views 0 comments 0 points Most recent by User_2025-02-01-08-26-30-444
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Add the body of the ticket in a reportSummary I want to add the text-body of the ticket in a reportContent Hello All, I'm trying to create a report for all the tickets created in the last year that will have…