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
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How to handle many-to-many relationships in reportingContent Hi Reporting Experts! I'm hoping you can help me with this one... I needed to set up a many-to-many relationship between Contacts and a CBO called Assisters. So,… -
E-mail backlog per queue.Content Hi there, I was wondering if there is a report available somewhere within RightNow that would enable me to see the historical backlog per queue, per day. Now, I … -
Date Grouping based on choice of two date fields?Summary Looking for help to report on weekly survey results based on dates in Chat or Incident tablesContent Hello - I'm hoping someone out there has a solution for this… -
Help Adding % Totals to ReportSummary Help Adding % Totals to ReportContent Does anyone know to get the report roll up totals? see attachment. -
Tickets touched by two teamsSummary Tickets that were touched by 2 teamsContent Hi, I need to create a report that shows tickets that were 'touched by' 2 different teams at some point (eg. tickets …
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Adding Multiple Columns at Once to a ReportSummary Is there a way to add multiple columns at once to a report?Content Currently, we are wanting to export a sample of data from the incidents table using all of the…
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Ticket backlog trend chartSummary Help with Ticket backlog trend chartContent Hello, I am trying to create a 12 month trend of the incident backlog. The only way i could think of was by calculati…
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Roll up data to be displayed in separate page on the PDF documentSummary Roll up data to be displayed in separate page on the PDF documentContent I have created 2 cross tab reports placed in the Dashboard. 2 reports are grouped(Roll u… -
Adding a total column to a Crosstab reportContent I have created a crosstab report that shows #incidents by organization and category. Organization is the row and category is the column. Is it possible to add a … -
Closed and Created tickets in the same chartSummary Closed and Created tickets in the same chartContent Hello, Hope somebody has a clever idea on this. I have browsed through old posts but couldnt find my solution…
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Report Column LimitSummary Can the 100 limit be overridden?Content Hello, I need to create a report for a data export however I need to include more than 100 columns in the report. Is ther…
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is there any way to count number of private note added by per Agent?Content is there any way to count number of private note added by per Agent? just like we can count how many times agent changed the particular status by using this expr… -
GDPR & Subject Access RequestSummary Extract all information we hold on an idividualContent Hi all Under GDPR we need to be able to respond to an individual who makes a subject access request (SAR) … -
BI Publisher SQL Dividing a Sum by Count DistinctSummary I am creating a new BI Publisher data model to analyze some expense report data. I need to divide a sum of values by a count(distinct) however, the result return… -
Disposition Clean Up - Need Count of total incidentsSummary Disposition Clean Up - Need Count of total incidentsContent I have a report that counts the total number if incidents by disposition. But it does not include the…
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Can we create a report which will display different columns depending on parametersSummary We want to create a report where we have different sub categories. For each sub category we have different Columns.For eg for Business Trip we have 9 Columns and…
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Can we create report like rtf (See below screenshot)Summary Can we create report like rtf (See below screenshot)Content Can we define layout like the attached screenshot. In parameter, agent will put the incident referenc…
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Keyword Search for Incoming IncidentsSummary Alert if specific keyword is met 5 times.Content Hi, I am wondering if anyone is using a similar functionality and would be willing to share their approach? I ha… -
Combine 2 reports with common filter into 1Summary Combine 2 reports with common filter into 1Content I have 2 custom object Primary & Additional employment. I have created 2 matrix reports to display data for Pr…
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Calculating Time Spent with Customer vs. Time Spent with AgentSummary How to measure time difference spent in different status types?Content Hi All, I have this report that measures time spent with agent vs. time spent with custome…
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Get filter value in Custom scriptSummary Fetch the filter value in ReportContent Hi, We are trying to fetch the filter value from the report into the custom script. Please let me know how to execute the…
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assign filter and variable values to a Field in reportSummary assign filter and variable values to a FieldContent Hi , I am trying to fetch filter and variable values from custom script. I used the following code in Init ta…
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Enable Print option for reportSummary How to enable print option for report?Content Hi, How to enable print option for report? Refer attachment
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remove agents from report when they have not logged in during the time periodSummary We have a report that shows logins, duration, and average for agents, but we don't want to see agents who have not logged inContent I am having an issue with a r…
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Agents Searching the Knowledge BaseContent I believe the report Service > Site Reports > Admin Answers Accessed > Activity displays how many answers an agent viewed/appended answers via Search Knowledgeba…
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how to fetch filter values in report for ROQL querySummary fetch filter values in report for ROQL queryContent Hi , Please help me. I need it urgent. I am trying to fetch filter values from report to be used in Custom sc…
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Report on Incidents Created from Survey WorkflowContent Hello, Does anyone have a suggestion on how best to report on Incidents created from Survey Workflow? I have a report of Survey responses & I would like to inclu…
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Doubts about report 'Visits by time'Summary Doubts about report 'Visits by time'Content We would like to know if the report 'Visits by time' reflects only the effective visits to the portal or, for example…
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Response and Resolution Count ReportSummary A report containing the Response and Resolution CountContent Hi Experts, I would like to ask if a report like this is possible: Response: * Total number of reque…
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Field SolutionSummary Hidden field in the incidents tableContent Good afternoon everyone! I am creating an incident report and I need the "solution" field but it does not appear in th…Sergio Andres Barreto Valderrama 29 views 2 comments 0 points Most recent by Sergio Andres Barreto Valderrama