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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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Group id for created bySummary where can i get the group ID for created byContent i want to build a report which tells me the group ID of created by . i can see the group ID for assigned to ac… -
Count if on countSummary i want to calculate count only if its count is more than oneContent i want to have a count only if the incident status was closed more than once.
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The filter contains a reference to a pseudo field so no index information is available.Summary Trying to understand what this meansContent We are in a place now where we have 7mm plus incidents, so our reporting cannot be simple any longer. On a report try… -
Multiple if conditions in filterContent I'm trying to build a filter that will result in different queues being selected based on the Group of the individual running the report. It would be something l…
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Filter a Report by Roll UpsSummary How can I only show roll-ups with 2 or more itemsContent I have a report that shows contact details and the incidents associated with them. I only want to see re… -
Which table captures CC contacts while sending agent responsesContent Hi All, Which table captures CC email addresses of each agent response. kindly advise. -
Reporting on chats without incidentsSummary How to create a report showing chats added to incidents after creation.Content Hi. We have a report today that shows all chats that does not have a a link to an …
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See what status type an incident had at a particular time?Content Hi, Currently using this formula but it's using the status and not status type (Solved, Unresolved, Waiting etc) last(if(transactions.trans_type='Created', 'New'… -
Hide Ribbon Options on ReportsContent Is it possible to hide one of the options, like Forward from the Ribbon of a report? For example, I have a report open, called My Inbox, which displays a list of…
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Error in Initialization Code Undefined index: HTTP_HOSTSummary Custom Script Error in Initialization TabContent Hi, I tried calling custom script file from custom report using Custom Scripts Under Level Tab. I used the follo… -
Between 2 Figures in an ExpressionContent I have this expression as well as another one where it has > 48. How I do one for between 24 and 48? sum(if(date_diff(sysdate(),incidents.created)/3600User_2025-02-05-10-15-05-593 25 views 3 comments 0 points Most recent by User_2025-02-05-10-15-05-593 -
Rules in a reportSummary Adding conditional rules to search reportContent For our contact search I would like to add a rule so we can control search results based on login ..... for exam…
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Single-line summary of mailings by contact?Content I've combed the Analytics thread and Outreach reports, but can't seem to find what I imagine ought to be a pretty basic report we are very interested in. The clo… -
Time in status - only for incidents with a particular statusSummary Only report on incidents that include a particular status (not status type)Content Hi all. I am using the Time in status report (found here: https://cloudcustome…User_2025-02-01-08-17-38-818 74 views 0 comments 0 points Most recent by User_2025-02-01-08-17-38-818
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Report Error - Unexpected end of file has occurredSummary Incident Report ErrorContent Hi, I am trying to fetch Incident records with different columns using Incident object. I run this report without setting any filter…
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ReportsContent Hi All, Can we implement the below reports in Service Cloud? * Report to see how many incidents have been closed and then re-opened? * Report to see how many tim…User_2025-02-10-15-50-53-070 27 views 2 comments 0 points Most recent by User_2025-02-10-15-50-53-070
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Skipping a row to be displayed when having no value (report custom script)Summary I want to prevent showing records having no products and categories assigned in answer reportContent Hi there, I have question about a report in which I want to … -
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
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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…
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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…
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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…
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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
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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.…
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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…
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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…
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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…
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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 35 views 1 comment 0 points Most recent by User_2025-02-03-16-51-39-328
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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…