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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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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… -
Difference between Duration and Total PeriodSummary Difference between Duration and Total PeriodContent Hello, Can you help me understand the difference between Chat duration defined as if(chats.state=5, date_diff… -
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.(… -
Removal of duplicate emails for a contactSummary Script to remove emails with .00XXContent Hi All, I've added the below script in one of my report to delete duplicate emails Scenario: email_alt1 is valid and em… -
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… -
Problem with adding Custom Reports on Report DashboardContent Hello I'm using February 2016, and I've been trying to add two custom reports on Report Dashboard, referring to the following Answer; https://cx.rightnow.com/app… -
Report based on Virtual Table- Real time data update and Current Record ContextSummary Updates to External Data report based on Virtual TableContent Good Day, Can we fetch the current record context from a report based on virtual table (external da… -
Report Needs to Include Updated Messages, New Messages and %s and Real TimeSummary Updated Messages, New Messages and %s Percentages for queues - Real TimeContent I'm trying to develop a report that will give the 'Queues' current volume, volume… -
Embedded URL ReportSummary How to show the file path of the attached file in an incidentContent Hi Everyone, I've working in my reports and i was able to show the attachments on each incid…
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Real Time Reporting - Incidents Received, Resolved, Longest time in QueueSummary Real Time Reporting - Incidents Received, Resolved, Longest time in QueueContent We've been tasked with creating Real Time Reporting (or as close to real time as…
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Reports Alignment on DashboardContent Hello, Can someone please share tips for aligning reports on dashboard? i have tried multiple ways but it's really annoying to just fit all reports without scrol… -
Interval Type - Menu DescriptionsSummary Looking for full descriptions for menu itemsContent Hi. I'm looking for a published list with FULL descriptions/example for each of the Menu Items under Interval… -
How to remove the highlight on the first line of a reportContent There may be an obvious answer to this petty annoyance.. but here goes...! I have some nice reports with exceptions that colour lines of data based on service le… -
First call resolution report (Basic)Content Hello everyone, I'm trying to write a report which will show me in very basic terms the first call resolution. To do this I want to create a report with three co…
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COUNT on a COUNTSummary Counting how many responses were sent on an incident.Content I am calculating how many (transactions.trans_type='8') "Response Sent" transactions are taken on ti…
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How can we combine two RightNow reports into one?Content Active day for agent value for management purposes, we want to combine the information held in reports: * Public Reports > Service > Agent Reports > Agent Login …
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Creating a more visually pleasing roll-up viewSummary Would like to create a report where the roll-up heading is shown as a single field in column 1.Content I'm trying to create a report that looks like the left sid… -
Return a default record rather than "no records found"Content Hi, I have a Contact Quick Search report that if 0 rows are returned I would actually like it to default to a specific contact ID instead. I think that this coul…
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Calculate percentage for responses received on the same day of incident creationSummary Calculate percentage for responses received on the same day of incident creationContent Hi, I have a requirement that I must calculate no of incidents that recei…
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Filter on date format using a custom fieldSummary I need to filter a report on a date that is a custom fieldContent Hi all. We have a need to create a report that will filter on a custom field. The Field name is… -
HR Help Desk - Organizational hierarchySummary Need to add "Level 3" to an exciting help desk reportContent Hello, I wonder if anyone can help me out. I need to add "Level 3" of the organizational hierarchy t…
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Who clicked the survey linkSummary Who opened the survey invite AND clicked the survey link?Content Hi all. I'm wondering if it's possible to identify contacts who have opened a survey from a surv…
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Deriving Business Intelligence through Service Cloud Value Analytics - Analytics Cookbook Recipe...Content Deriving Business Intelligence through Service Cloud Value Analytics An Analytics Cookbook Recipe Group How do you measure success with your knowledgebase and en… -
Chat ReportSummary Customer who has Initiated chatContent I need to build the report to show how many people who access customer portal pages start a chat. Could you shed some ligh…
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Display filter value on the DashboardSummary Display filter value on the DashboardContent Hi, Dashboard contains 2 reports with common filter. I want display the filter value as a heading to the dashboard. …
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Adding holiday to SLA after holiday has passed?Content Hello, We had an issue where Presidents day was added to our response requirements but NOT to our custom SLA. As a result, incidents from the weekend and Preside…
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Report -Number of Contacts created by agentContent Hi All, I have created a report to display numbers of contact created by agents. Please find the attached XML file. I am trying to include the filter of group na… -
Customize Date format in Service Cloud reports dynamicallySummary We have a requirement where users from world wide are expecting date formats to be displayed based on their location.Content Hi, Thanks for looking to help! Curr…
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Chat summary report - No value but serviced?Summary Chats have agent as 'No Value' but show as servicedContent We have copied the out the box report 'Chat Summary' (ID 3008). I've then added in a column for chats.…