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
-
Chat TransfersContent I'm trying to figure out how many chats each agent transferred in a given timeframe. Any ideas where to start? -
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 … -
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… -
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…
-
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…
-
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…
-
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…
-
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 39 views 2 comments 0 points Most recent by User_2025-02-03-21-58-25-969
-
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 31 views 0 comments 0 points Most recent by User_2025-02-01-08-26-30-444
-
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…
-
Returning More than 10k Records on Scheduled ReportContent All, We have a report that runs every night that displays new records created in one of our custom objects in the past 24hrs. This report emails itself to a hand… -
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…
-
Incidents report with Answers SummarySummary Creating a report joinning two tables with no common fieldsContent Hello! I can´t find a way to add the title of an answer (answers.summary) into the incident's …User_2025-02-06-21-26-19-557 32 views 6 comments 0 points Most recent by User_2025-02-06-21-26-19-557
-
Emails Received - Exclude Client Response to Auto Reply and Thank You ResponsesSummary Exclude Client Responses to Auto Replies and "thank you" responses to solved incidentsContent I am trying to update the Emails Received report to count the numbe…User_2025-02-07-10-02-12-918 35 views 0 comments 0 points Most recent by User_2025-02-07-10-02-12-918
-
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
-
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… -
Forward reports using non-default mailboxSummary Looking for a way to optionally forward analytics reports from a mailbox other than the default for that interfaceContent Being able to send specific types of re… -
Setting up multiple reporting schedules for different time periods within the same day.Summary Unable to change VRL_HARD limit, needing a workaround.Content Hi, I need to craft several reporting workarounds to report on previous days data via scheduled run…
-
Events at same second sorting incorrectly. Any way to go smaller than seconds in date_format?Content Hi, I've found when reporting on the chat_events table & sorting output by chat_events.created that two posts with the same second can be shown out of order. The…User_2025-02-03-20-01-45-901 18 views 2 comments 0 points Most recent by User_2025-02-03-20-01-45-901
-
Catch/close "redundant" incidents that solve themselves?Summary Any ideas to recognize Incidents after customer reports issue is resolved?Content Hi All - in ecommerce, a large source of customer incidents is "Where's my orde…
-
Emailed Report ErrorSummary Scheduled report sending Excel opens with warningContent Hi all, We have a really simple report that is scheduled to run once daily. The report contains only 3 c…
-
Report Editor, Home > Records is not showing custom tableSummary Connected workspace opens for one report but not for anotherContent On a report A when you double click the record it opens a workspace for the connected custom … -
Report: Queue-Change - Exclude resolved IncidentsSummary Hey @ all. I'm still creating a report to get the correct count of incidents which leaves a queue unresolvedContent Hey @ all. i wanna show my Managers what happ…User_2025-02-07-09-56-35-224 32 views 4 comments 1 point Most recent by User_2025-02-07-09-56-35-224
-
Schedule a half month reportSummary schedule a report that shows 16th to end of monthContent Hi, does anyone have an idea if it is possible to schedule a report based on hard-set half month? So the…User_2025-02-03-16-51-39-328 31 views 0 comments 0 points Most recent by User_2025-02-03-16-51-39-328
-
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 …
-
Passing filter value to search report dynamically from workspaceSummary Passing filter value to search report dynamically from workspaceContent when we open a search report from a workspace, i want to pass a filter value dynamically,…