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
-
integration via SFTPContent Hi - We are trying to integrate with the Verint systems tool for reporting. They need us to send over the reports via sftp. How would we accomplish this by sched… -
Filter based on ConditionSummary Apply Filter based on ConditionContent Hi, I want to create a report with dynamic filter. Example if (type='ele') filter 1 filter 2 else if (type = 'Ind') filter… -
Incident Date Updated by Specific GroupSummary Incident Date Updated by Specific GroupContent Currently, we have the Date Last Updated, but displays the date/time the Incident was last updated. We would like … -
Search through Organisations, Contacts and OpportunitiesSummary A customer wants to retrieve organisations, contacts and opportunities bases on a search for keywords from the notes tabContent A client is curious if they can p…
-
Does a Scheduled Report Still Run with No Names in the Recipients field?Content Does a Scheduled Report still run/use resources if there are no names to send it to in the recipients field? Is there a way to search for schedules with NULL (Bl… -
How to change Status Gauge colourSummary I've tried every colour option but I'm unable to change the colour of my status gaugeContent I can only change the background colour of my status gauge, the gaug…
-
Using hierarchy in a runtime filterSummary Creating an if(expr & expr,1,0) filter using prod_hierarchy.idContent Hi all Just wondering if anyone knows the answer to this one I tried a few things but I'm u… -
References sites reportSummary qc.custhelp.comContent In References sites report there is a record with reference site sam-conecta--qc.custhelp.com. does Anybody know what is the meaning of th…User_2025-02-04-21-50-34-975 26 views 3 comments 0 points Most recent by User_2025-02-04-21-50-34-975
-
date_group formats - specifically by weekContent Hi, Trying to use date_group but not sure what formats I should be looking at - specifically how would I go grouping it by week? Thanks, JJ -
Date Range filterSummary Search a date period between two dates but only display times on output between a set time.Content Hi hope you can help. I have set up a cross tab report which g…User_2025-02-03-18-05-12-461 38 views 2 comments 0 points Most recent by User_2025-02-03-18-05-12-461
-
Chat Low Volumes AlertSummary Alert to fire if no chats have been received in a QueueContent Our management has put forward a requirement to alert if no chats have been received in a queue fo…
-
How to get list of reports with report IDsSummary When I put the report ID into a report it shows the report name instead of the idContent Hello, I want to produce a list of reports in the system with their ac_i…User_2025-10-31-01-08-51-703 44 views 4 comments 0 points Most recent by User_2025-10-31-01-08-51-703
-
Reporting Assistance: Transactions table - Report that shows when a ticket is first assigned to a quSummary Report that shows when a ticket is first assigned to a queueContent Hi Everyone! I need some help creating a report and hope the community can help. I created a …User_2025-02-04-15-29-42-176 50 views 3 comments 0 points Most recent by User_2025-02-03-22-07-33-802
-
UK Postcodes - return only the first partSummary Trying to remove everything after a space in a reportContent We have a field (let's say "incidents.c$postcode") containing UK postcodes. This is a text field. Fo…User_2025-02-03-17-31-49-785 23 views 10 comments 0 points Most recent by User_2025-02-03-17-31-49-785
-
A white space in quick search is creating issue with BUISummary Putting a white space in quick search Contact report is creating issues with search resultsContent Hi, When I am searching using Quick Search report for Contacts… -
How to Add "View Results" ColumnSummary How to Add "View Results" Column to a Survey ReportContent Hi Experts, I would like to know how to add "View Results" Column to my attached custom report. I woul…
-
Reporting for Assigned by and Assigned toSummary Reporting for Assigned by and Assigned toContent I have a business unit that is requesting a report that shows who "assigned" the message to each employee (or th…User_2025-02-01-07-43-22-355 42 views 5 comments 0 points Most recent by User_2025-02-03-22-07-33-802
-
Report showing Opportunities that have no associated TasksContent For context, our structure for this work type is: Incident joined to Opportunity The Opportunity then may or may not have a task. If there *is* a task, then they…User_2025-02-03-17-31-49-785 35 views 2 comments 0 points Most recent by User_2025-02-03-22-07-33-802
-
How to pull back different parts of data for a contact from the same custom objectContent Hi, This one is tricky so I shall try and be as clear as I can! * We have a contact object. This contact object has many custom fields. One of these custom field…
-
Agent's Chat AHT without Virtual AssistantSummary How to exclude VA's AHT from Agent's AHTContent We recently began piloting Oracle's VA. All of our reporting is based on the Chat table, which means it it includ… -
Report and XML errorSummary Report and Custom ScriptContent Hi community, I am trying to add the following under Custom Scripts - Initialisation tab putenv('TEMPORARY_RNW_CONF_DIRECTORY'); …User_2025-02-04-23-27-31-855 27 views 3 comments 0 points Most recent by User_2025-02-04-23-27-31-855
-
Finding Reports with AlertsSummary I need to find a report that has an alert in itContent We have a report that has an alert in it, but we can''t find it. We know its firing because its going to a…
-
How to check against previous cell/row and highlight rowContent Hi, I am using custom scripts in my report. One column I have values as below: * A * B * B * C * C * C * D * D * D * D I would like the row to be a certain colou…
-
is it possible to tell who all clicked/viewed on answer and how many times in interval.Content we have created a customer portal which used by our agent, to access this CP page agent has to login first on end user page. now my client would like to identify… -
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…User_2025-02-03-17-38-42-482 32 views 3 comments 0 points Most recent by User_2025-02-03-17-38-42-482
-
Aggregate functions first() or last() do not work as expectedSummary first() should return first value of the aggregated column, but if the value is No Value, it actually returns the next value that isn't No ValueContent Here is h…
-
Chats Report not functioning before February 2019Summary Chats Report not functioning before February 2019Content Hello, I created a report for Chats and it's not functioning on any period before February 2019. I added…
-
Joining Custom Object table with incidet TableSummary I want to join my cusotm object table with the incident table using the ref_no fieldContent I have a custom object that contains the ref_no field that I have imp…
-
How to replace the report data with custom array using Custom script in Reports.Summary How to replace the report data with custom array using Custom script in Reports.Content Hi , I have a report which uses Custom Script to calculate time differenc…User_2025-02-03-22-07-33-802 197 views 4 comments 0 points Most recent by User_2025-02-03-22-07-33-802
-
Hiding duplicate incident counts for reportingSummary Incidents are currently pulling in multiple times due to multiple thread comments per incidentContent I am trying to create a report that shows a count of incide…User_2025-02-05-09-09-35-147 39 views 2 comments 0 points Most recent by User_2025-02-05-09-09-35-147