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Reporting & Analytics for B2C Service
Discussion List
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Create CX reports to display on tabletsSummary Tips on creating reports so that they display correctly on tablets as well as laptops/desktopsContent Does anyone have any tips on creating reports so they are u… -
Using Score as a variableSummary Using Score as a variableContent Good day, and Happy New Year! We’ve recently run into an issue with a survey report we’ve had running for a few years. Its set u… -
Help with an AlertSummary Alert for number of emails routed to a QueueContent Hi, Can anyone maybe help me with setting up an alert? I have a simple report showing incidents that arrived … -
Is there a way to add the Report ID (AcId) to the title of a report?Summary We occasionally need to know the report ID of the report for our scheduled reports and would like to add this to the report title or somewhere in the reportConte… -
Exclude weekends from the create date and closed dateSummary Need to exclude the weekends while calculating he date differenceContent Hi Team, I am struggling to calculate the time difference between incident creation and …
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Report Export to Excel formatting issue.Summary Preset Report formatting is not working when reports export to Excel, but only for certain users.Content I am having an issue with getting Reports to keep the pr…
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Count the number of customers who make chat dailyContent Hi, Everyone I have a problem, now our business wants to know how many customers have launched chat every day, we want to count the number of people who launch c…
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Excel template date format issueSummary No date format is recognized by Excel templateContent Hi Team, It seems Excel templates in BI Publisher do not recognize any date format when receiving data from… -
Report information about custom objectsSummary How do I report a list of all my custom objects and the descriptionsContent Hello, I'm trying to get a list of all the custom objects I've created, along with th… -
Custom report data display is wrongContent Dear all When using the RN system, we need to record the status of the agent login every day, such as the number of logins, the number of logouts, the login dura…
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Tier1 Univ Sessions == session_summary.tot_sessions ?Content Hi all. Are the Tier1 Univ Sessions presented in the License Compliance Dashboard the same as those counted in session_summary.tot_sessions? I see a lot more ses… -
Count recieved emailsSummary Report or method to count emails recieved from specific email(s).Content Hello, I am looking for a report that counts emails from a specific email address. Or if…
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Limit number of records to 1Summary Limit number of records to 1Content I have 3 columns Date,Calls Presented,Calls Answered. I want to display busiest day in a year. 1. I have sorted the call pres…
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Report email schedule set upSummary email not being sent to the recipientsContent Hi all, I have set up a report to run once a month and to send an email to a couple of recipients. The problem is t…
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Report to Display the Distribution List for a RuleSummary Report to Display the Distribution List for a RuleContent Is there a report or has anyone created a report to show the Rule Name and a list of who the rule alert…
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Audit Log Report - Who & Description ColumnSummary Audit Log Report - Who & Description ColumnContent Normally contact registered through online, audit log who field shows member. if contact is created in the con…
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Disabled Accounts & Report Schedules?Content When an account is disabled, will this also disable that contact from receiving scheduled reports they are associated with? Thanks! Version 17D SP5 -
Chat Offer Statistics & ROI ReportSummary Understanding the Acceptance & ConversionsContent Could someone provide me a detailed overview for this report? Here are some of the questions I have: 1) Is it c…User_2025-02-01-08-41-04-877 16 views 0 comments 0 points Most recent by User_2025-02-01-08-41-04-877
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Report on incidents solved by the original assigned agentSummary We require a report that provides a count of incidents solved by an agent that were not reassigned before being marked as solvedContent We are able to report on … -
We Need a Way to Report on the Maximum Chat Sessions Setting By AgentSummary We allow our chat agents the ability to set their own max chat sessions. I need a way to report on that setting for each chat agent.Content I've tried searching …User_2025-02-03-22-16-06-242 49 views 2 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Report for Agents who never logged inContent Hi there, I'm trying to find a good report that shows agent who have not yet logged in. I have tried creating several reports, but all search too many rows and t…
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Filter a report in lower tab based on the value of a field in WSContent Hi, Following is a scenario of requirement we are trying to achieve. We have an object as Project with a self join. User will ensure that he adds one specific pr…Padma Prabha Varadarajan-135182 25 views 0 comments 0 points Most recent by Padma Prabha Varadarajan-135182
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Time in Status - Building on the one in the analytics cookbookContent First of all - http://communities.rightnow.com/posts/9fa6c50a66?commentId=82598#82598 is a great report - however for me at least, for obvious reasons, it shows … -
Objects in Excel Report, need to convert to dataContent We have a multi-select question in a customer satisfaction survey, which allows the customer to slect multiple products that the customer has installed at their …User_2024-12-17-20-09-08-225 13 views 3 comments 0 points Most recent by User_2025-02-03-22-10-09-552
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Measuring chat deflection?Summary I'm looking to measure chat deflection via comparing KB hits vs. notContent Hi everyone, I'm trying to figure out a way to examine chat deflection when comparing… -
Output all columnsSummary Looking for guidance on adjusting our SQL statementContent Good afternoon, We're trying to output a specific report column, even if there is no user data input. …
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How to view how many agents are logged into chat?Content Hi, Is there a report to show us how many agents are logged into chat? Otherwise is there a way to do it programmatically? I can see how many agents are logged i…
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is there any way to find duration of Conditional chat link visibilitySummary is there any way to find duration of Conditional chat link visibilityContent Hi All, in widget_stats table we have a field which tells how many times conditional…User_2025-02-03-16-12-51-072 29 views 1 comment 0 points Most recent by User_2025-02-01-08-17-55-035
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How to associate a report to report control?Summary How to associate a report to report control?Content The Open Incidents Summary report we couldnt find in the Reports Explorer with the exact name. (Refer below i…
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Answer Effectiveness DefinitionsSummary Internal Knowledge RatingContent I remember a OOO reporting called Answer Effectiveness being available in Rightnow, however, I can't seem to find it in OKA. I'm…