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
-
Solved Incidents(with out giving response) ReportContent Hi All, Is it possible to create solved incidents report in OSVC which has list to solved incidents that has been set to solved status with out giving response b…User_2025-02-10-15-50-53-070 34 views 8 comments 0 points Most recent by User_2025-02-03-22-07-33-802 -
Workspace Rule for Pop up Warning if you are attempting to send email to invalid email addressSummary We need to provide additional stopping points or warnings to our agentsContent We need create several warning when we have a contact with an invalid email addres… -
Using Transaction Table to determine when and who sent initial responseSummary I need to get the accounts.group_id of the employee who sent out the initial response transactions.acct_idContent I have the Transaction Table at the Root and th…
-
Get Time difference from same report columnSummary Get time difference for same incident ID but in same columnContent Hi I have incident ID and Adjusted time column in same report. Same incident ID has two time r… -
Problems with papi table (public api)Summary getting new data and ip adresses as a log reference.Content Hello, This is my first post on this forum, ive been searching on this subject and the only thing i g…User_2025-02-08-11-47-25-988 23 views 0 comments 0 points Most recent by User_2025-02-08-11-47-25-988
-
Rule based ReportingContent Is it possible to create a report on how an incident gets closed like what has triggered its status change - if it is manually closed, then the user name or if b… -
Survey grouping reportingSummary How to report out on field question.name as this does not have an IDContent I had a simple report we linked to an Agent dashboard showing VOC Scores by question.…
-
Passing Dynamic Filter values in a reportContent Hi, I have to filter the search report data associated with a field by passing a dynamic value that is available in the Workspace(i.e Incident.contactID). Can an… -
Bounced Messages - Need to update the incidentSummary Bounced Messages do not update the incidentContent On successful sending of an email to a contact that is NOT marked as Invalid, The incident email header just s…
-
Tracking time spent in Incident QueueContent Hi, I have/am trying to build a report that shows how long an incident has been in a certain queue. I'm using inc_performance.intv_type Queued to De-queued filte…
-
Priority of the queue assigned to the profileSummary Is there a way to get information in regards the place of the queue in the queue list on profile without opening profile itselfContent We use different pull poli…User_2025-02-05-22-15-05-123 34 views 1 comment 0 points Most recent by User_2025-02-03-16-51-39-328
-
Customer Portal Pages Visit reportingSummary Need a report to capture the no of visits per page of CP for a time frameContent Need a report to capture the no. of visits/sessions per page of CP for a time fr… -
Incidents Closed Multiple timesSummary Looking to find incidents closed more than onceContent In the Inc_Performance table we can see the interval Create to Final resolve. This interval also shows 5 i…
-
Organization Hierarchy ReportingSummary How to Correctly Report the Levels of an Organization's Hiearchy?Content I am trying to create an Organizational Hierarchy report that shows the number of Contac… -
More friendly agent activity/performance reportsSummary Any suggestions or examples of more user friendly agent activity/performance reports?Content Hi Our users are wanting better options to report on their groups an… -
Cannot Add Filter For String type fieldSummary Cannot find string field while adding filter in custom reportContent Hi, We have custom object Debrief (Package Name) field i.e.debrief_notes of TEXT type and tr…
-
Help with scheduled report filterSummary Help with scheduled report filterContent Hello, I'm trying to schedule a report to run late at night, daily, and report on the past 22 hours of answer views. I'm… -
Mailings Bounce DetailsSummary Need a drilldown to get the email address of any bounces from a mailing.User_2025-02-05-10-15-05-593 30 views 3 comments 0 points Most recent by User_2025-02-03-22-07-33-802
-
Report on granular Administration permissionsSummary We'd like to be able to report on all the individual Administration profile permissions, unfortunately, only a handful show in the reporting tablesContent For ex… -
Contacts Who viewed the answer and how much time spent on each AnswerSummary Has anyone been able to create a report that shows contact who has viewed an answer and for how for how much time before moving to any other page. Thanks,Bhagyashree Deshpande-250263 33 views 0 comments 0 points Most recent by Bhagyashree Deshpande-250263
-
How to create a *single* report that lists new & updated answers, with roll-upContent Brief background/context: In our environment we have an annual review policy for all of our answers, which ensures that everything gets an 'eyeball' at least onc… -
is there a report to show workspace/workflow usageSummary im looking to do a tidy of the site, and want see if there is something to helpContent Im wondering if there is a report that would show if a workspace or workfl…
-
Manager field cannot be edited inlineSummary Manager field cannot be edited inlineContent Hello! I attempted to create a report so that the manager field could be edited inline, and updated in multiple rows…
-
Trim leading training spaces in reportSummary How to trim leading and trailing spaces in a report fieldContent Hi all, I am trying to trim a report field's leading and trailing spaces. I am dong ltrim(rtrim(…
-
Global Change to Column Format OptionsSummary Is it possible to globally change common options in a report?Content Just wondering if anyone has come across an option to change common options across multiple …User_2025-02-03-18-42-00-650 22 views 4 comments 0 points Most recent by User_2025-02-03-18-42-00-650
-
Disconnected chatsSummary Trying to determine the amount of time it takes a requeued chat to be assigned after being disconnectedContent Hello - I'm trying to determine the amount of time… -
How to use date_add(date, units, interval, round)?Summary How to use date_add(date, units, interval, round)?Content In Incident table for column "incidents.updated" output is "2020-08-20T 08:33:23Z" but expected Output …
-
Show null value as blank is not working for report columnSummary Show null value as blank is not working for report columnContent I have built the report for incident table and I need blank value for null column. Here null val…
-
Report dynamic filter(custom field) wise using Custom scriptSummary Organization/Contact/Asset Quick Search Report based logged Agent mapped Division/Business Unit wise dynamically filtered.Content Hello,I'm new to the custom scr…
-
Incident product number reportSummary We tried checking product/incident tables there it shows product_level as product description whereas we are expecting as product number. –Kindly let us know if …