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Reporting & Analytics for B2C Service
Discussion List
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creating an org hiearchy report that ends with contactsContent Hello, I would like to create an organization hierarchy report that shows the levels of the hierarchy for an organization and its contacts. Ideally it would be a… -
Is there any way to report on “Review Date” in Knowledge Advanced?Content This question pertains to Knowledge Advanced Reports. The Customer wants to pull up a Report based on next "Review Date". A report showing list of all Articles w…
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Transaction table edit timesContent Hi, We are using the transaction table to check the time spent by an agent in editing incidents. For that we are calculating the time difference between start da…
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Tracking Incident History Using Custom FieldContent Hi , RightNow currently supports status change tracking. We would like a similar enhancement to let administrators specify change tracking for other fields(Custo… -
Engagement Engine Chat Events not populatingContent Recently we've stopped seeing new entries created in the Visitor Events table for EE Chat Offering/Acceptance. I've been testing through the day and while I can … -
Analytics Case Attachments FlagContent I have a requirement to identify which cases have attachments. I have located the File Attachments table in Analytics, but don't want to include the names/id's o… -
How to export archived incidents programmatically?Content Hi, there are 3 million archived incidents in the site and we need only some of them. Some could be purged, some not. But the purge setting will delete all of th…
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VCIO access logContent Hello, I want to know who from my organization have been accessing VCIO. Is it possible to generate this access log? Thanks. Colby
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Extract data via json "analyticsReportResults"Content I am not able to extract data from a report using REST json. Can someone help me? Attached is the definition and result of the report. I understand very little o… -
Setting menu fields in reports can selectContent Hi, Everyone In the report, I want to set the menu field in the report to be selectable, like the image. What should I do? Please tell me. ThanksUser_2025-02-03-18-44-16-463 25 views 2 comments 0 points Most recent by User_2025-02-03-18-44-16-463
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Using Engagement Engine Logging to log in-page dataContent Based upon the description of logging and reporting in the manual, it would seem that we should be able to log page level data to an EE Event in the events table…
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Returning results including rows with 0 incidents for the monthContent I have a report which is summing up incidents based on items in a custom drop down field. I can't show you the actual results because of confidential data. But e…User_2025-01-31-02-50-15-254 29 views 2 comments 1 point Most recent by User_2025-02-03-16-51-39-328
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How to build report column to show Contact according to Contact TypeContent Hi, I'm building an incident report and I want to be able to include columns for 2 particular contact types, regardless of whether it's the primary or secondary …
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Total New Incidents (stats vs incidents table)Content Hello everyone, I have come across one strange result in my reports and i need any set of ideas. Results for the expression sum(stats.new_incidents) from stats t…User_2025-02-03-19-48-43-179 35 views 4 comments 0 points Most recent by User_2025-02-03-19-48-43-179
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A 'How to' on using regular expressions in custom scripts for GDPRContent GDPR, how to find sensitive data in a report using regular expressions in custom scripts. This is a how to for those new to reporting and custom scripts :-) Cust… -
Count of records greater thanContent Hi, I have done a report that lists incidents that calculates the number of working days between date created and date closed, using date diff, I now want it cou…
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What percentage of customers don't call after using webchatContent Hope someone can help! * I need to look at all contacts that have ever used a chat (so the source if webchat) - this is fine * I then need to see out of those, h…User_2025-02-03-19-49-57-702 12 views 2 comments 0 points Most recent by User_2025-02-03-19-49-57-702
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Trouble with report chartContent Good morning, I'm attempting to add a chart to a report that will display all of the incidents that are assigned to a specific agency, in a given time period (ex… -
Seeking explanation for calculation discrepancies in Incident Effectiveness/Incident Performance...Content Hi everyone, I'm running two system reports-- "Incident Performance" (AC ID#78) and "Incident Effectiveness" (AC ID #81). I ran them a few months ago and noted t… -
Reporting on Contacts Who Downloaded an Answer AttachmentContent Has anyone been able to create a report that shows everyone who has viewed an answer that contains an attachment and who downloaded that attachment? Everything I…
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Reporting on number of failed loginsContent Is the table / field that counts the number of invalid logins to the Customer Portal something available to us? We are wanting to display some type of message af…
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Adding a seperate Average row for each ticketContent Hi All, I cannot get the Average Row at the bottom of the report to show under each rollup… however, if I add a filter and search by Ref number then it does give…User_2025-02-03-17-31-00-468 35 views 3 comments 0 points Most recent by User_2025-02-03-17-31-00-468
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Audit Log - EDIT Entry when Viewing Contact (No Changes)Content I was viewing some contact information today and noticed in the Audit Log that entries are being captured as an EDIT type. Is this expected behavior? Seems like … -
Last thread entry of oldest emailContent Hi all, In our reporting we use a calculated column for the last thread entry of an incident [max(threads.entered)]. We currently have a report which displays th…
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Calculate average number of daysContent I have a report that lists incidents raised between 2 dates and for each incident tells me how many working days it took to resolve, using expression - time_form…
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Alerts sending two emailsContent Hi, I am wondering if anyone came across the same issue and if so how did you solve it? I have some alerts setup and they seem to be firing correctly, however th…User_2025-02-03-16-51-39-328 58 views 16 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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5+ chats abandoned within 30 minsContent Hi, Hoping somebody uses something similar or will know how to proceed. I made a report to show abandoned chats (customer left before agent got engaged) and want…
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Difference between "Total Chat Time" and "Total Time engaged" in "chat concurency" reportContent Hi All, can someone please help me understand the difference between "Total chat time" and "Total Engaged Time" on "Chat concurrency report". The defintion when …User_2025-02-03-19-31-37-724 53 views 4 comments 0 points Most recent by User_2025-02-03-19-31-37-724
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Hide or Remove a tab from reportContent Hi All, I need to hide or remove a tab from report. I have attached screenshot. Please do the needful. Thanks in advance. Awaiting your response Regards, Mathan.…
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Re-Opened Incidents after SolvedContent Hello- Does anyone have a quick expression or way to identify when the inc_performance.intv_type of 'Create to Final Resolve' is different than when the 'Create …