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Reporting & Analytics for B2C Service
Discussion List
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Report is not getting filtered with MetadataContent Hi When the filter condition is specified in the reports, values that are fetched are coming from the Transactional data (Real time data available in the databas… -
Formatting based on two columnsContent Hi, any advisce how I should go about combining values from two columns? Basically, I have one column based on a custom field called member value which outputs e… -
Contact audit report - Reporting on opened/viewed contactsContent Hi there, for auditing purposes it's necessary for us to be able to run reports that track if a contact has been viewed/opened by an agent. I've viewed the trans…
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Remove the "action" column from search reportsContent Hello dears, Is there a way to remove the "action" column from search reports? Or hide it at least so that it doesn't show? Because it doesn't seem to be removab… -
Alerts from the chat_queue_stats_rt tableContent I am trying to create an alert for Chats Waiting. I was hoping to simply create an exception in the chat monitor report, however it will not let me do it if I am…
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Reporting on / calculating status timeContent How do I calculate the time the ticket is in a specific status to display in the report? Version Cloud
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Error adding record from Secondary ReportContent Hi, I have created a report using custom scripting available in Reports for our requirement that filters out records based on a condition. Records displayed in t…Padma Prabha Varadarajan-121854 26 views 0 comments 0 points Most recent by Padma Prabha Varadarajan-121854
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Filter between 2 data in reportContent Hello, I am looking to achieve the following scenario in filter under the same report, The following will be: in the "Filters" i would like to filter the same fi…
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Analytics Permissions From Report Editor vs Profile EditorContent Hi, So when editing reports you can change the edit/vew permissions for the different profiles from there. But also if you open a profile's settings and go to 'A…
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Access level reportContent Hi, This has been driving me nuts for hours. We have an internal site that use access levels based on region, eg EMEA, APAC and NAM, as well as Supervisor access… -
NVL on a CONCAT expression in a Cross tab reportContent Hi, Please see screenshot below. Where it says "no value", I am using the following: nvl(concat(tasks.status_id, ' / ' , tasks.pct_complete),'-') However, it's s… -
Case History Analytics FieldsContent We have a requirement from a client to extract a large number of case details into a report extract. I'm unable to locate the correct fields in Analytics which s… -
Option to Integrate Legend Labels into a Chart?Content I'm using the client to design standard report charts to be extracted for integration into slide decks. The chart feature lets you show an external legend and di… -
Clickstream TableContent How long is the data in the clickstream table kept? Is it just the last 30 days?
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Count of status during specific time periodsContent My customer wants me to create a report that can pull the history of their incidents based on a specified time period and then provide a count by status during t… -
Remove '& nbsp' from incident text in the reportContent Hi all, We created a report for incident responses using 'threads.note' column. Every thing is good, only problem is, in the report, it is showing, blank lines a… -
Calculation of intraday service level - inc_performance table not useableContent Hi there, for calculation of servicelevel we use the inc_performance table (inc_performace.intv_type = 4). Below in the code snippet you can find the example for…
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Issues with Outer JoinContent I have a report I'm trying to build which shows how long it takes for an agent to respond to each incident. I'm having a hard time getting all our incidents to s…
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Chat report to show rollovers, not just transfersContent Hello all! Another challenge! I have a report request to show a Chats that Start with 1 queue and roll over to another (we use rules to create the rollover param… -
Agent Browser UI - Workspace report multieditContent Hi All, Editing multiple records by selecting multiple items is possible in Agent browser UI? For example, I have created a workspace with a report. I want to se…
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Open Items Report - Calculating How Long Ticket has been Opened.Content Hello I have a report that I use for different teams that show a list of open items with two main columns: "Response Time," so how long it took to respond to a n…
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File Attachments Download Activity?Content I have a file that was uploaded via the File Attachments Explorer that we have posted on our Customer Portal for download. Is it possible to track how many peopl… -
Count of incidents per days without using a filter.Content Hi, I am trying to build a report that will show a combination of currently Open incidents in the Qs and the ones that were resolved "Yesterday" and "Today". I u…
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Pull all email contacts for a monthContent I'm looking for a list of all of our email contacts from the month of February. What report can I use to pull this data?
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Transfer ReportContent I have a report that tells me which queue it was created to, which queue it was transferred to, and who it was transferred to. But the report brings the informat…
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Why is rel_date_diff so crippled?Content We've several hundred teams all with different schedules and hours of operations. Many of the managers want us to calculate “Time to resolve” excluding Nights an…
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TOP 10 searches record types in RightNowContent Hi, I am looking to build a report in RightNow in order to know which record types are the most frequent searches by our customers. We are currently using some n…
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Active customer portal usersContent Hello guys , I have to create a report having count of active contacts , which is not disabled and login into portal at least once in a year from current date. N… -
Retention of User Log In DataContent Hi, A simple question from me : how long is the data in the Account Session History table retained for? Thanks Tim. Version Various from Aug 17 to 17D
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Top 10 Customers X Top 10 CategoriesContent Hi Team, I need to create a 10x10 table (and chart) that shows our TOP 10 ticket logging companies and for each the TOP 10 Categories these tickets have been log…