To ensure that questions get required attention from community members and are NOT left unanswered, it’s important for the author to indicate (by selecting “Yes” or “No” when prompted) whether the question was answered. (newly added) Please note that it is also important to respond to EACH comment your question receives. Your Yes or No response ensures an accurate status for your question.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
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Reporting & Analytics for B2C Service
Discussion List
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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…User_2025-02-03-19-49-57-702 51 views 4 comments 2 points Most recent by User_2025-02-03-23-55-43-518
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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…
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Clickstream TableContent How long is the data in the clickstream table kept? Is it just the last 30 days? -
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…User_2025-02-03-22-10-09-552 41 views 3 comments 0 points Most recent by User_2025-02-03-22-10-09-552
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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…User_2025-02-03-20-29-15-652 29 views 2 comments 0 points Most recent by User_2025-02-03-20-29-15-652
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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…User_2025-02-01-08-18-48-897 14 views 0 comments 1 point Most recent by User_2025-02-01-08-18-48-897
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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…User_2025-02-03-20-56-21-860 33 views 3 comments 0 points Most recent by User_2025-02-03-20-56-21-860
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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…User_2025-02-03-21-37-51-574 26 views 2 comments 0 points Most recent by User_2025-02-03-21-37-51-574
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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…User_2025-02-03-16-51-39-328 36 views 11 comments 1 point Most recent by User_2025-02-03-16-51-39-328
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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 17DUser_2025-02-03-21-48-30-910 40 views 3 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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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…
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Threads Sequence(threads.seq)Content Hi all, I was working with 'threads' table, I found that 'threads.seq' table is showing random behaviour. As per my understanding, for every any particular incid…
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Agent/Status SLA calculationsContent Hello all, We have an external mechanism for measuring SLA (we don't use the seeded functionality for SLA), but this measures SLA in customer perspective, e.g. t…
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Filter to specific columnContent Hi all, I am interesting to know how to set filter only to specific column and not to the whole report as usual. I am based on report; \Public Reports\Service\Qu…User_2025-02-03-18-10-44-914 35 views 4 comments 0 points Most recent by User_2025-02-03-18-10-44-914
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How to build report to calculate average length of time to close an incident by each assigned groupContent Hi, I am looking to build a report to calculate average length of time to close an incident by each assigned group. has anyone done this? Report will show averag…
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Header Layout changes Exporting to ExcelContent Why are my text boxes being rearranged or removed when exporting a report to Excel either manually or via scheduling? (see attachment) Version 17D -
Service Cloud - Analytics module- Ribbon font too small when create new RPTContent the Ribbon font is very small when on the Create New RPT screen, see the screenshot, but the ribbon on the rest of the tabs are normall PLS help thanks -
Can a report display the rich text stored in a field (instead of HTML tags)?Content Is it possible for rich text stored in a Data Field to display as rich text in a report? For example: The answers.solution Data Field stores rich text as HTML ta… -
How could I build a report to see only the incidents assign to an specific queue?Content Hi I have the requirement to I build a report to see all the incidents assign to an specific queue. How could I achieve this? Thanks!User_2025-01-28-22-12-47-609 13 views 7 comments 0 points Most recent by User_2025-01-28-22-12-47-609
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Industry Standard for Searches per Answer Viewed?Content Hello - Is there an industry standard for the measure of effort it takes a customer to find an answer on our portal? Is 100% ideal since the user does a search a…