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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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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…
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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
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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…
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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
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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 30 views 0 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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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 … -
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,…
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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…User_2025-02-03-16-53-11-440 31 views 2 comments 0 points Most recent by User_2025-02-03-16-53-11-440
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List of answers sent by agents on chat interactionsSummary It is possible to access chat_events.data_str in reports?Content Customer requested a report to list answers sent by agents over chat interactions. Reviewing cha…User_2025-02-03-17-16-55-538 32 views 3 comments 0 points Most recent by User_2025-02-03-17-16-55-538
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Exceptions don't work after the script processing has runContent How do I make exceptions work when I have a custom script processing the rows? Should it still work because I can't make it work So let's say I have a column tha…
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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…
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date_add but only weekdaysSummary Want to use date_add, but only using weekdaysContent We have a variable that adds different numbers of days to the created date depending on the category to give… -
group search resultsSummary OKA I try to make a grouping of results by date and IDContent Hi, for an OKA customer im working on a report that groups searches by contact iD, by datetime. I g…Sjoerd Spring in 't Veld-145555 33 views 0 comments 0 points Most recent by Sjoerd Spring in 't Veld-145555 -
Saved Prompt Values not working (Apply Saved Customizations)Summary Need ability to have individual users review Analysis based on their prompt value selections and be able to save those values so they don't have to make prompt s… -
Report join should display info from Primary & Secondary tableSummary Report join should display info from Primary & Secondary tableContent I have contact table with primary employment detail and custom object secondary employment …User_2025-02-03-16-53-11-440 33 views 4 comments 0 points Most recent by User_2025-02-03-16-53-11-440
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Changing date in report column from dd/mm/yyyy to dd/mm/yySummary Change from 4 digit year to 2 digit yearContent In Edit Definition I have tried date_format(fieldname,'DDMMYY') but it stopped showing the date and just repeated…
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How to show decimal places in 'average' column calculation?Summary Using the 'average' calculation is rounding, and I don't want it to.Content Hi everyone, I am trying to use "Edit Calculations" on a report column to get an aver… -
how to get the number of chats by siteContent We offer customers to start chat from customer Portal and brand website (by CCL link), i would like to identify how many chat coming from our custhelp pages and … -
Show Percentages of crosstab column Total?Summary Need help creating a view that show trending over time (daily, weekly etc) in the % split of our Product IDs..Content I know this is possible but seem to be unab…
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Show custom menu as drop down menu in report filterSummary Show custom menu as drop down menu in report filterContent I have created custom menu "Employment details" with Primary,Additional & Both items. I have custom ob…User_2025-02-03-16-53-11-440 61 views 5 comments 1 point Most recent by User_2025-02-03-16-53-11-440
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Remove field in exported reportSummary Remove fields in exported reportContent I have 4 fields in my report. When I export the report, I want remove 1 fields and show 3 fields in the exported report.(…User_2025-02-03-16-53-11-440 17 views 3 comments 0 points Most recent by Levi Dyckman-Support-Oracle
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Filter "To" Email Addresses in Forward IncidentSummary Filter "To" Email Addresses in Forward IncidentContent Is it possible to filter the list of email addresses that are displayed when forwarding an incident? For e…
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Sort Incident Menu Custom FieldSummary Sort by Menu Order Option DisabledContent Hey all, I have a custom field in Incidents that is of the menu datatype and the menu items are being pulled from a men…
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Proactive Chat Offer Statistics #3033Content Is there a way to filter Proactive Chat Offer Statistics #3033 to show the originating webpage? I know how to distinguish the page using a custom field once an i…