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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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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 … -
Join Incidents table with answer details tableSummary Join incident table with answer details tableContent We have saved docId in custom object and mapped it to incident. We want to build a report to join incident t…
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Mapping Incidents as a Child to custom objectSummary Trying to map an incident to a custom objectContent Hello All, We are trying to map an incident as a child of a custom object which we have created, then trying … -
Aging Report frp the Service Request using OTBISummary I want to Create one Time Trend Analysis, which have weekly, Monthly , quarterly and annually based values of SR Created and Closed.Content I want to Create one …
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Agent Workspace Report - display user running reportContent Hi all, I have a requirement to run a report based on the Contacts table, and at the end of the report I should output who ran the report. So it needs to look so…
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Report on Unresponded TicketsSummary Editing a ticket without responseContent There is a situation where the customer updates the ticket multiple times before getting a response. Can we develop a re… -
In Console, Is it possible to select a record from report present in incident workspace and assign iSummary I have added a contacts report to the incident workspace tab. On doing search and selecting the contact, the contact should get inserted into the assigned field.… -
Report is displaying 1000 record per page, VRL_HARD is 10000Content Can anyone tell me what is happening here: VRL_HARD cofig setting is default but every time when i run my report i get only 1000 record per page, there is no Pag… -
Report on single page hitsSummary Need to find the number of times a page was visited.Content We have a specific CP page that we would like to know how many times it was hit. Is that possible in … -
Want to include a Content Inventory Report in Incident Workspace with run-time selectable filter onSummary We want to include a Content details Report in Incident Workspace with run-time selectable filter on custom field from incident workspace (docId). We could not f…
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Use Another Table for Primary Key on ReportContent Hi all, I hope the below makes sense. I am trying to have a report run in our incident workspace that will show any other recent incidents raised recently under … -
Report to show periods where no Chat agents were availableSummary Trying to identify gaps in Chat agent availabilityContent Hi, I'm trying to find the easiest way to find periods where there were no Chant Agents in Available st…
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How to Add Incident Product or Group to Survey Conversion Stats Trend Report?Summary Is it possible to dd the Incident Product or Group to the Survey Conversion Stats Trend Report (ID: 7048)?Content I am looking at the Is it possible to Survey Co… -
List Filter for a Text Custom FieldSummary Docked Filter to allow the user to use a drop down for a text custom field in a reportContent Hello all, Looking for some creative solutions here - I have a text… -
To show percentage in the roll upSummary To show percentage in the roll up columnContent This report has a column called 'Service Promise Status' that is governed by a custom script to return a value. I…User_2025-02-03-16-53-11-440 30 views 4 comments 0 points Most recent by User_2025-02-03-16-53-11-440
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Report to show who has assigned an incident on to another person or groupSummary Report to show who has assigned an incident on to another person or groupContent Hi i currently have a report which counts the number of incidents solved and uns…User_2025-02-03-18-05-12-461 61 views 5 comments 0 points Most recent by User_2025-02-03-22-07-33-802
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Median of Business DaysContent REMOVED
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Report To Display Parent Incident RecordsSummary Child Incident need to show all other incidents related to one parent incidentContent Hi, I have custom incident report which display all related incidents belon… -
Report to show only Incidents for Contacts with Multiple Open incidentsSummary Basically trying to filter out the customers with multiple open incidentsContent We have incident reports showing all open incidents for various queues. Of cours…
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Counting Incident SourceContent Is it possible to make a report that displays an agent's name, number of Incidents they have assigned to them that were created by ask page and the number of Inc… -
Get the Percentage of Status from daily incidentsContent Hi Experts, Is there a way to Get the Percentage of Status from daily incidents? Example: for today there are a total of 100 incidents and 50 of those are solved…
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Chat TransfersContent I'm trying to figure out how many chats each agent transferred in a given timeframe. Any ideas where to start?
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can Organisation hierarchy changes be reported on?Summary I want to be able to report when a hierarchy level has changed for an OrganisationsContent Hi, This is my first time posting here - so hopefully there is a guru …
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Add Time Zone in Date Column in Report AnalyticsSummary How do I change the display of Date/Time in an output column?Content Hi, We have business requirement to change date/time in OSvC for each record. By default, th…
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Report description needed for end-user and kb answersSummary Report description needed for end-user and kb answersContent Where can I find a description of answer and end-user reports such as: Answer click through rate, an… -
Created and Closed/Resolved in the same reportSummary Creating a report (not a dashboard) with incidents created and closed/resolved in a period of timeContent Hello, I am trying to create a report that will include…
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Incident SizeSummary How to get size of incidents?Content Hi, Is there a way to return the total size of an incident with and without file attachments through reporting? A simple rep…User_2025-02-03-21-58-25-969 38 views 2 comments 0 points Most recent by User_2025-02-03-21-58-25-969
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Disposition of Incident when Survey went outSummary What was the disposition of the incident when the survey went out?Content I am trying to find the disposition of an incident at the moment the survey went out. I…User_2025-02-01-08-26-30-444 30 views 0 comments 0 points Most recent by User_2025-02-01-08-26-30-444
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Add the body of the ticket in a reportSummary I want to add the text-body of the ticket in a reportContent Hello All, I'm trying to create a report for all the tickets created in the last year that will have…
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Adding a Wildcard function to a Report Definition FormulaSummary I'm wanting to use an if statement in a report to search the subject title for a key word such as 'Accepted' and to return a custom value for this. Is it possibl…