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Reporting & Analytics for B2C Service
Discussion List
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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 -
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… -
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 …
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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.User_2025-02-03-16-53-11-440 51 views 6 comments 1 point Most recent by User_2025-02-03-16-53-11-440
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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…User_2025-02-03-17-17-13-640 27 views 8 comments 1 point Most recent by User_2025-02-03-17-17-13-640
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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 …User_2025-02-01-08-29-25-648 37 views 10 comments 0 points Most recent by User_2025-02-01-08-29-25-648
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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…User_2025-02-03-19-48-43-179 35 views 5 comments 0 points Most recent by User_2025-02-03-19-48-43-179
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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…
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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…User_2025-02-03-19-48-43-179 39 views 3 comments 0 points Most recent by User_2025-02-03-19-48-43-179
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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…
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Accessing Filters in a Column DefinitionContent Hi, Please see attached image. We have a report showing a count of incidents in various statuses for an agent. However, what we want to be able to do is for the …User_2025-02-03-19-49-57-702 31 views 2 comments 0 points Most recent by User_2025-02-03-19-31-14-086
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Answer Feedback Details (By Answer) - Analytics Cookbook RecipeContent Feedback Details By Answer Author: Joe Landers Difficulty rating: (Basic) Target persona: Business Analyst, Knowledge Administrator, Training Manager Customer fe… -
Ability to track customer email notification via reportsContent Hi All, I have a requirement like to track the customer incident email notifications via reports Is there any way to track the customer email notification? Any h… -
Report for workspaces assigned to which profilesContent Is there a report that will provide me with a list of profiles with the workspaces assigned? Thanks!
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Tickets by transactionContent I need to account for the incidents that have passed in a certain queue, I am using the transactions table and the action "queue" and filtering by queue.id But w…
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union, join, or transposing field values into a calculated fieldContent Hello, We have the ability to assign several counties to a single incident, as some incidents are about things that affect several counties, for example, a spill…
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Adding BCC email address to Email response reportContent I'm looking for help to narrow down the Data Dictionary term to add/capture CC and BCC email addresses added to incidents. The normal email term only appears to …User_2025-02-01-08-53-19-096 21 views 2 comments 0 points Most recent by User_2025-02-01-08-53-19-096
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How to display a report with data filtered by a custom field?Content I have the contact workspace and added a new field 'Account Number' in the table contact. I have a tab in the workspace where I want to display the data from a c…User_2025-02-03-19-04-27-500 22 views 10 comments 0 points Most recent by User_2025-02-03-19-04-27-500
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How do I delete all data from an object/table?Content How do I clear a custom table?User_2025-02-03-19-04-27-500 37 views 4 comments 0 points Most recent by User_2025-02-03-19-04-27-500