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Reporting & Analytics for B2C Service
Discussion List
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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… -
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… -
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… -
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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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… -
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…
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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 … -
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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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 …
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Need help filtering a column to see only "duplicate" entriesContent Hello everyone, This is my first topic here, if anyone has a solution to my problem I'd be forever grateful. I would like to create a report to see "duplicate ti…
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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 …
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Combo Graphs with different scale in Secondary AxisContent Hello everyone, You may have come accross it before, but i have not found anything yet. Is there a way to have a combo bar+line chart BUT having different scale … -
Report filter - Case sensitivity for Contacts.loginContent I have a report with a column/filter for contacts.login. Our users would like to search via the filter for the login name with lowercase values but the filter fo…
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Report to show Duplicate RecordContent I have custom object employment details linked to contact table using contact id. I want to show only duplicate records in my report. -
How to include a count of 0 value in my report.Content I am trying to build a very basic report to set up alerts off of, but struggling with getting values of 0 to show in the report to trigger my alert. The two colu…
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Including rule state in reportContent Hi there, Please could someone help me with a report, I would like to see all incidents that are currently in rule_state 1 i.e. new incidents. I'm struggling to …
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Current open time in business days & SLAsContent I know this is far fetched, but was hoping someone had figured out a work around. My business has implemented a new metric where each of our categories of work h…
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Custom Queue Grouping FilterContent Hi All, I am grouping up incidents created/edited by teams that work different queues, and I have several queues to assign to 8 different teams. I am grouping th…
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Assign to Initial Response IntervalContent Hello everyone, I am trying to reproduce Average time for "Assign to Initial Response" Interval in the attached report. However it is the only column that return…
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Can we schedule a report to be delivered to FTP server?Content Hi, Is there any option to schedule a report to other than email? I need to deliver a report on a daily basis to FTP server. Can this be achieved? If not FTP, wh…
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Update Chat records in a report using custom scriptContent Hi All, I am trying to update a chat record using custom script (i am using custom script for the first time) in a report. I am not sure whether there is an Righ… -
For the abandoned chat , how can ı get contact id with a custom script?Content Hi, We are required to show contact id's instead of email addresses in our chat report. I created an outer join between chats and contact tables and added contac…
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SmartSense ReportingContent Hello everyone, We have enabled SmartSense scanning (both Contact and Staff) in our incidents. Have you ever come accross or custom made any reports summing sent…
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"Date Incident was Escalated" to a queueContent HI All, i am new to OSC so need help. i need to create a report for all the incidents that were escalated and sent to escalation queue. so here are the steps 1Ag…
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Report " Keyword Search "，the meaning of the filter sourceContent Hi, Everyone When I was using the keyword search report,I found a filter called source that contains options. I don't understand what they mean,Can you tell me? …
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Issue in Date FilterContent Hi I need to create a report to fetch contact lapsed date is lesser than contact updated date. Lapsed date is custom field of date datatype and contact updated i…
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Filter by yearContent Hello, I'd like to offer my users the ability to filter incidents by the year the incident was created. I've figured out how to create a calculated field that sh… -
Table join on non-primary keyContent Hello, I'm faced with a situation where I need my a report to map a custom field (string) in the incident table to one of 4 categories. There are ~1000 possible …
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Parent Incident status with Parent-Child relationContent I have linked incident with parent incident using system attribute called parentincident and give association relation. Report should display the following field…