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
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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… -
Chat TransfersContent I'm trying to figure out how many chats each agent transferred in a given timeframe. Any ideas where to start? -
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… -
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…
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Incidents report with Answers SummarySummary Creating a report joinning two tables with no common fieldsContent Hello! I can´t find a way to add the title of an answer (answers.summary) into the incident's …User_2025-02-06-21-26-19-557 32 views 6 comments 0 points Most recent by User_2025-02-06-21-26-19-557
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Emails Received - Exclude Client Response to Auto Reply and Thank You ResponsesSummary Exclude Client Responses to Auto Replies and "thank you" responses to solved incidentsContent I am trying to update the Emails Received report to count the numbe…User_2025-02-07-10-02-12-918 35 views 0 comments 0 points Most recent by User_2025-02-07-10-02-12-918
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Events at same second sorting incorrectly. Any way to go smaller than seconds in date_format?Content Hi, I've found when reporting on the chat_events table & sorting output by chat_events.created that two posts with the same second can be shown out of order. The…User_2025-02-03-20-01-45-901 18 views 2 comments 0 points Most recent by User_2025-02-03-20-01-45-901
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Catch/close "redundant" incidents that solve themselves?Summary Any ideas to recognize Incidents after customer reports issue is resolved?Content Hi All - in ecommerce, a large source of customer incidents is "Where's my orde… -
Emailed Report ErrorSummary Scheduled report sending Excel opens with warningContent Hi all, We have a really simple report that is scheduled to run once daily. The report contains only 3 c… -
Report Editor, Home > Records is not showing custom tableSummary Connected workspace opens for one report but not for anotherContent On a report A when you double click the record it opens a workspace for the connected custom … -
Schedule a half month reportSummary schedule a report that shows 16th to end of monthContent Hi, does anyone have an idea if it is possible to schedule a report based on hard-set half month? So the…User_2025-02-03-16-51-39-328 31 views 0 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Passing filter value to search report dynamically from workspaceSummary Passing filter value to search report dynamically from workspaceContent when we open a search report from a workspace, i want to pass a filter value dynamically,…
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Passing filter value from one to anotherSummary Passing filter value from one to anotherContent There are 2 filters one for primary branch code and another for secondary branch code. Customer want to show sing…User_2025-02-03-16-53-11-440 31 views 2 comments 0 points Most recent by User_2025-02-03-16-53-11-440
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List of answers sent by agents on chat interactionsSummary It is possible to access chat_events.data_str in reports?Content Customer requested a report to list answers sent by agents over chat interactions. Reviewing cha…User_2025-02-03-17-16-55-538 32 views 3 comments 0 points Most recent by User_2025-02-03-17-16-55-538
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Contact custom records - display only record with latest date or just one if date blankSummary Return single latest customer record for a contactContent Our contacts have custom records in eg. myTable. They may have none, a single, or multiple linked recor…
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date_add but only weekdaysSummary Want to use date_add, but only using weekdaysContent We have a variable that adds different numbers of days to the created date depending on the category to give… -
group search resultsSummary OKA I try to make a grouping of results by date and IDContent Hi, for an OKA customer im working on a report that groups searches by contact iD, by datetime. I g…Sjoerd Spring in 't Veld-145555 33 views 0 comments 0 points Most recent by Sjoerd Spring in 't Veld-145555 -
Saved Prompt Values not working (Apply Saved Customizations)Summary Need ability to have individual users review Analysis based on their prompt value selections and be able to save those values so they don't have to make prompt s… -
Report join should display info from Primary & Secondary tableSummary Report join should display info from Primary & Secondary tableContent I have contact table with primary employment detail and custom object secondary employment …User_2025-02-03-16-53-11-440 33 views 4 comments 0 points Most recent by User_2025-02-03-16-53-11-440
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Changing date in report column from dd/mm/yyyy to dd/mm/yySummary Change from 4 digit year to 2 digit yearContent In Edit Definition I have tried date_format(fieldname,'DDMMYY') but it stopped showing the date and just repeated…
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How to show decimal places in 'average' column calculation?Summary Using the 'average' calculation is rounding, and I don't want it to.Content Hi everyone, I am trying to use "Edit Calculations" on a report column to get an aver… -
how to get the number of chats by siteContent We offer customers to start chat from customer Portal and brand website (by CCL link), i would like to identify how many chat coming from our custhelp pages and … -
Remove field in exported reportSummary Remove fields in exported reportContent I have 4 fields in my report. When I export the report, I want remove 1 fields and show 3 fields in the exported report.(…User_2025-02-03-16-53-11-440 17 views 3 comments 0 points Most recent by Levi Dyckman-Support-Oracle
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Sort Incident Menu Custom FieldSummary Sort by Menu Order Option DisabledContent Hey all, I have a custom field in Incidents that is of the menu datatype and the menu items are being pulled from a men…