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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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How much data is too much dataSummary: We struggle with reports not running due to too much data. We average about 45,000 open incidents a day. Our oldest ticket is year and a half old. We are lookin… -
What is the Proper Syntax for an Exception Report Using the IF ArgumentSummary: Looking to change the color of the text when a result is outside of a SLA Using an Exception Report With a Logical Test Content (required): The report I've writ… -
Enhanced Business Rule 2.0 LogSummary How to access EBR logContent Hi Can we access Enhanced Business Rule 2.0 log in BUI or in Agent Console. I know we can access legacy business rule from left navi… -
First Time Chatter ReportSummary We are needing to keep track of "new" chattersContent I am trying to count the amount of new people chatting into the call center. We are trying to account per o… -
Option to reset search filters in contact search reportSummary How can we enable agents to reset the search fields to serve the next customer?Content Hi there, We have an issue with search reports when agents use them; when … -
Display X number of recordsSummary Display X number of recordsContent We want to create a top 10 report and only display the top 10 in the report results. I thought I had a example script I used f…
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Filter issue - affecting all Agents Dashboard "My Inbox"Summary Agents use search in the My Inbox and it saves for all usersContent User A runs a report, My Inbox, with a filter: Search_thread and inters in the customer PO. T…
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Created By Account - No ValueSummary Incident Created by account is Null - Unknown - No ValueContent Hi, We ran into one scenario where incident is created by someone but unable to see who created t…
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How to format inc_performance.rel_time to secondsSummary How to format inc_performance.rel_time to seconds like 120 instead 0h2m0sContent Hi, I'm not able to format inc_performance.rel_time to seconds, E.g.: 0h 2m 0s t… -
Search filter incidents.search_threadSummary How to use search filter incidents.search_threadContent Hi, has anyone ever been able to get the search filter incidents.search_thread to function? Our users wan… -
Time in a certain dispositionSummary Need a report that will show how long an incident has been in a certain disposition.Content Hi, would anyone have any idea how we can show how long an incident h… -
How to report on effective visibility of knowledge articles?Content Hello, I'm looking for a report or information to create a report that will show all our knowledge articles and their effective visibility for our customers. I w…User_2025-10-31-01-08-51-703 32 views 6 comments 0 points Most recent by User_2025-10-31-01-08-51-703
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Standard Text UsageSummary Report which can show list of total incidents created and Incidents where the standard text was appliedContent I want a report which can give me list of incident…
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Can the operation of one user affect the entire Service Cloud?Summary Is it possible that the entire service cloud will slow down if you perform a time-consuming search in a report, such as a full incident search?Content Hi, Let me…
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Report name as report titleSummary Can we use the name of the report to update the title of the reportContent A bit of an "unusual" question but is is possible to update the title of a report usin…
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Scheduled Report - Best time to run with a server based on UTC timeSummary Looking for best time to set a report to run to collect the most dataContent We are a global call center using one interface. Our sever is set to UTC time. Looki…
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Error- Non-existent column: 'ID' for the column "Incident.PrimaryContact.ID" field in connect objSummary Error- Non-existent column: 'ID' for the column "Incident.PrimaryContact.ID" field in connect object explorer in incident objectContent Error- Non-existent colum…
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Run time filters not showing up in BUI report toolbarSummary We have a report that is not allowing us to select 'Search', 'Refresh' or 'Reset'Content When we have run time filters enabled, one one report, we are not gettin…
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Listing Answers via report filterSummary Listing Answers via report filterContent Hello! I am trying to filter Answer IDs in a report, but the filter doesn't not seem to allow this when choosing "in lis… -
Exported report with links in console vs BUISummary Exported report with links in console vs BUIContent Hello, We recently discovered that when exporting a report with links (excel) in the OSvC console is slightly…
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Error when trying to setup an Inline AggragateContent Hello, I am trying to setup an Inline Aggregate to include the field from the Initial Response report in the Support Ticket Performance report. I am getting an e…
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Different MailboxesSummary We have different emails set up for 1 mailboxContent We have multiple emails set to one mailbox. We are trying to run a rule that filters these emails out by the…
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Unexpected end of file has occurred. The following elements are not closedSummary Report Dashboard throwing an error while openingContent Hi, I created one dashboard which include 3 different custom reports. All are of incident object with sam…
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Filter when the Organization value is NullSummary I want a report which shows incidents when the Organization has no valueContent How to put a filter , so that it can show incidents where Organization has no val…
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Need help with expression needed to display timestamp for certain attributeContent So I am trying to build a report using the transactions table that will tell me when the status changed on a task to 'on route' and 'onsite'. We are trying to ga…User_2025-02-05-19-50-52-219 45 views 4 comments 0 points Most recent by User_2025-02-05-19-50-52-219 -
Extract the 'sent to' email address in the header, not the 'delivered to'Summary We need to know what email address our customers are utilizing, we have dozen of them.Content We have dozen email address our customers can use. We need to under…
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Error- Report Query size limitation for incident reportSummary We have facing issue of query size limitations for incident report "query size limitations for report "Content We have facing issue of query size limitations for…
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the report may contain at most one hierarchical column for "Product Hierarchy and Disposition HierarSummary Getting error for Columns "incidents.prod_hierarchy" and "incidents.disp_hierarchy"in incident tableContent Getting error for Columns "incidents.prod_hierarchy" …
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Adding or substracting currency values in report (console)Summary How to add currencies or substract them for display in report (console)Content Hi there, Need to make a report that adds currency values per month so I get a cum…
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SOLVED Report with incidents with/without dispositionContent Hi everyone, I'm quite new to making reports so this may be a stupid question. I will ask anyway.. We have just taken disposition into use in our system. In one …