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Reporting & Analytics for B2C Service
Discussion List
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Keyword searches by usersSummary Keyword searches by usersContent Hi, We use the keyword search table to see what keywords return no results. For some words that are strange we see a lot of entr… -
Applying input mask to report filterSummary Is there a way to apply an input mask to a report filter?Content We have set up our Contact Quick Search report Phone # filter to look at contacts.ph_office_raw.… -
Incident count is not date specificSummary Incident created on a particular date with respect to incoming mailboxesContent Hi, I am creating a report for count i.e. Count of Incidents created on a particu… -
Group time taken/differenceContent Hi, I want to group time differences on actions... so sort of like an SLA, but it's comparing the time between an internal escalation and a response sent... So I…
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Time in Status Report Duration Time FormatSummary How to change duration from 00h 00m 00s to HH:MM:SSContent Hi I'd like to modify the Time in Status report in the Analytics Cookbook to show the duration in HH:M…User_2025-02-03-16-15-03-850 37 views 3 comments 0 points Most recent by User_2025-02-03-16-15-03-850
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Esccalation reportContent Hello Guys, I have to create a report showing all the mail:to & mail:cc recipients for each level of escalation(Escalation Level1 & Escalation Level2) done in an…
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How to make a report on the configbase_values tableContent Hi All, I recently started working on existing site, before starting this i would like to understand their current configuration settings, i can see there is con… -
Display order - 10 answers to be top alwaysSummary Display order - 10 answers to be top alwaysContent Report displays answers based on ID (Descending order, latest first). Customer has given 10 answers ID's and t…
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Understanding Percentage ValueSummary Percentage Value of Reports GeneratedContent Hi Experts, I need help in understanding the reports generated from OSvC. I made a report (Status Report) I just wan…
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Fetch all Reports having run as report a Staff account in Report SchedulesSummary Fetch all Reports having run as report a Staff account in Report SchedulesContent Hi, I would like to find out all the report schedules where Run Report As = 'So…
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Chat Concurrency Factor - 30 min intervalsContent Hello How would I edit the Chat Concurrency Factor (3015) to be broken down in intervals of 30 minutes instead of an average of the entire day? -
Cross instance reportingSummary Report on data from other instanceContent Hi there. Does anyone have a sample script/report/instructions for me to report on an interface residing in another ins… -
Interval based reportSummary Number of incidents in every 30 minutes for a day.Content Hi, I have a query related to number of incidents created in every 30 minutes but what I can see in doc…
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Display Number as Number in Excel output of BI publisher reportSummary Display Number as Number in Excel output of BI publisher reportContent I have a report which displays employee ids as part of the report. Now when I export that …
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How to use both SUM and COUNTContent Hi, We have custom field for a contact called department. It's in the format: DEPARTMENT.TEAM I've split this successfully into two columns. The 3rd column does … -
creating historical reports independent of individual column dataContent While creating a report that relies on more than one date column (incidents.created and incidents.closed) to calculate backlog, it didn't appear possible to perf…
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How to check syndicate chat performanceContent Hi, i am working to get all the pages from where Chat Initiated, we are using Conditional Chat and Proactive Chat both. Columns are required : URL from where cha…
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one report as input for another (similar to SQL View)Content Hi all, I have the following challenge: I want to use one report with a group count (e.g. first name, last name, email) to put a count behind, then do a group fi…
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Logged in agent flag/attributeSummary Can the logged in agent flag/attribute be used in an expressionContent Hi all. While I'm pretty sure the answer is No, I do hope to be proven wrong here Can we r…
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contracts approval flow tabelSummary tabel behind the contracts approval history flowContent Hello all, I have to build a report that contains the contracts approval flow information, like in the im…User_2025-02-04-08-34-10-102 42 views 5 comments 0 points Most recent by User_2025-02-04-08-34-10-102
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Organization Phone # Look UpContent Hi - I am importing a large list of organizations over that could have multiple phone numbers tied to one org. I have created custom fields for these (ex: ph, al…
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How to get the COUNT totalSummary I need information on how to use the COUNT function in an IF conditionContent Hello, I tell you that I have a column called "Interactions Arrived" that displays …
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account_session_history tableSummary How long is data kept in the account_session_history table?Content Anyone know how long the data is kept in the account_session_history table? Specifically looki… -
Report to show search textSummary Report to show search textContent Hi How do I create report to show what is being searched in the search box? Is there any standard report available?
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Chat Occupancy By HourContent I'm able to create an occupancy report by date and by agent. Before I get too involved creating a formula, does anyone have a template that can report on occupan… -
How to Mask Year in Date of BirthSummary Attempting to mask or completely remove year in date of birthContent Hello, I am attempting to produce a report that will give birthdays without year. We have ma…User_2025-02-04-13-00-33-588 88 views 5 comments 1 point Most recent by User_2025-02-03-22-07-33-802
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record deletion auditSummary how to find out if incident's any attachment file is deletedContent Hi there, I need to build a RightNow report to show if any file attachment in an incident is …User_2025-02-03-18-22-27-874 57 views 4 comments 1 point Most recent by User_2025-02-03-18-22-27-874
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Chat session and skillsSummary Showing chat skills with status detailsContent Hi, Our chat team want a report to see details of agent statuses/availability together with skills. They want to s…
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Variable as filterSummary How do I make a variable a filter option?Content Hi, We have a lot of languages supported (20+). I have team managers who want to look at a report for say wester…
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Display Product ID on ReportSummary Display Product ID on ReportContent It is possible to display the product id, not the name, on a report?