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Reporting & Analytics for B2C Service
Discussion List
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Why is my count coming out wrong?Content I have a dashboard that i am creating and I am trying to create and Standard Report with Chart This if for a team that calls our customer before we have a schedu…
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Pass filter value of search report from workspaceContent Hello Everyone, I am facing a issue of passing filter value from Incident workspace. steps what i have done. 1. Added one search field in Incident workspace whic…
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Save as Default setting in AnalyticsContent In my experience this setting rarely works. Modifying report parameters, choosing to save them as the default and going back to the report generally results in t…
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Get Product Name for IDContent Hi All, I have product id field in custom object called "Recipient rule". I want to display product id & product name in my report. My custom object is linked to…
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Contact updated within short space of timeContent Hi all, I want to create a report to identify contacts, who has updated through customer portal within short space of time (i.e. within 30 mins). Please refer th…User_2025-02-03-16-53-11-440 36 views 12 comments 2 points Most recent by Sebastiaan Draaisma-122509
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AnalyticsReportFilter Date/DateTime filters formatContent I cannot seem to get the reports to filter properly by DATE or DATETIME datatypes. What format do we need to send the filter value in as??? I've used the followi…User_2025-02-01-08-32-27-566 60 views 10 comments 0 points Most recent by User_2025-02-03-17-27-37-307
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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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Duplicate rows issue in reportContent Hi everyone, We are working on a report that will show the number of assigned agents per agent and per queue. Our agents can receive incidents from multiple queu…
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Legend in chart not sorting in the order of the reportContent I have a report set with the two level sorting I want to have - by month and by a text field in the report - and I have a chart using the same fields in that rep…User_2025-01-31-02-50-15-254 29 views 0 comments 0 points Most recent by User_2025-01-31-02-50-15-254
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Only show first created incidentContent Hi All OK so we have a custom object that is related to the incidents table so we can relate an entry in the said CO to many incidents. We have then created a st…User_2025-02-03-19-35-06-088 27 views 6 comments 0 points Most recent by User_2025-02-03-19-35-06-088
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Incident age 'grid'Content I need to create a report which shows the age of an incident, using the field incidents.c$sla_start It would be arranged as below: Days Open: 1 2-7 8-14 15-21 22…User_2025-02-03-17-31-49-785 31 views 5 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Add button to download the file attachment in an custom reportContent Hi, How I to add button to download the file attachment and save the file to the location you specify on my workstation in an custom report. Regards, TatianeUser_2025-01-25-06-00-20-716 49 views 0 comments 1 point Most recent by User_2025-01-25-06-00-20-716
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Exporting knowledge in individual HTML filesContent Hi all, Long-time reader, first-time contributor. Please be gentle Our business is shortly going to be migrating away from Oracle RightNow and moving over to Sal…
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Reffered URL Report for Chat LaunchesContent I am trying to create a report that will show me the referred URL that a user was on when they landed on our /chat/chat_launch page. Right now I have multiple in…
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Add images to the conditional format in a reportContent Hi, Is it possible to add more images to the report, conditional format section, under the custom images? Attached is a screenshot showing where I would like to …
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Crosstab month by month totalsContent I have a cross tab report and I need totals for the whole report as well as sub-totals by month but in columns. I'm attaching a picture for reference. I have pot…
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Chat ROI Reports by InterfaceContent Hello, Is there a way to get Chat ROI segmented by specific interface? Our business has three different brands using Live Chat, and we would like a way to segmen…
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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…
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Exception triggering alert incorrectlyContent Hi, I have a report to show abandoned chats (agent did not engage). I now tried three different approaches to create an alert to fire when 5 or more chats were a…User_2025-02-03-16-51-39-328 14 views 0 comments 2 points Most recent by User_2025-02-03-16-51-39-328
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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…
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Filter on MAX dateContent My customer would like a report that lists all Organizations (distinct) that have not had an Incident created in the last 6 months. In all other reporting tools,…
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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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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…
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Email Per Hour Report to calculate the productivity of the Email AgentsContent Hello All, i am new to the world on Oracle CRM. I need help understanding the formula for one of the columns for "Seconds Logged in" in a report that preexisted …
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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…
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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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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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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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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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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 …