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.
Reporting & Analytics for B2C Service
Discussion List
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Audio Alert on Reports (Exceptions)Content Hi, Is it possible to have an exception give an audio alert? In my case, I was asked if we can provide one for a report we use for Live Chat Monitoring. Basicall… -
Calculate target date from another date (excluding weekends and holidays)Content Hi, I have a requirement to show a 'target date' based on a custom date/time field. This is basically showing the target for a given team to deal with an inciden…User_2025-02-03-17-31-49-785 28 views 41 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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outer join with WHERE NOT EXISTS statementContent Hi, I'm looking for a way to configure a report with an outer join and the WHERE NOT EXISTS statement (known from native SQL). Sadly I do not find a solution. Th…
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Count of ans_stats.hits including 0Content I'm making a report to count the ans_stats.hits for all answers in a given time period. I have an outer join on answers and ans_stats and the only filter is on d…User_2025-02-03-18-13-34-376 33 views 4 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Possible to query an incident thread type (ie. private note) to contain a specific keyword (ie....Content I'm looking to create a report that displays only incidents that contain a specific word in a private note. I'm having no problem displaying incidents that both … -
Reporting on Incidents that were Saved with no Actual ChangesContent Reporting when an Agent opens an existing incident for viewing and then saves it without making any kind of changes. It appears when this happens, the user_trans… -
Wrong Language ReportedContent I wonder if anyone came across this situation? I have an incident (email) that has both the Incident Language and Contact Language set to Danish, but when I run …
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to_number not working as expectedContent Code is below. I'm outputting all 3 fields individually. The first is 1, the second and third are both zero. When I add a new column with the definition below, I…
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Documentation About Standart ReportsContent Hello, Where can I find documentartion about all Pre-Made Reports? I have a old version (051509v1_feedback_catalog_of_reports.pdf, 051509v1_marketing_catalog_of_… -
Export/Import From Test to ProdContent Hi All, We are in the middle of moving our configuration from our test environment to production environment for initial go-live. We exported and imported custom…User_2025-02-03-19-29-58-097 33 views 1 comment 2 points Most recent by User_2025-02-03-19-25-29-971
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Inline editing for Account Hierarchy for multiple staff accountsContent Hello, I am looking for a good way to manage multiple staff account's account hierarchy. With the goal to be able to move accounts under new Managers faster than… -
Resetting Custom Filter in Schedule Back to Default?Content I attempted to do this by setting everything back to NO VALUE, but that doesn't seem to work. Is the ONLY OPTION deleting the schedule and starting over? Thanks,…
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Error Saving reportsContent Anyone experiencing issues saving reports? Keep receiving this - AN ERROR HAS OCCURRED - ERROR RUNNING QUERY. Thing is, I'm not actually running the reports, jus…
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Dashboard Drill-Down Level RefreshContent We have a dashboard that has a drill-down view. After clicking into the drill-down view the dashboard will eventually refresh (after 120 seconds) which causes th…
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Primary key for transactions tableContent Hi, Does anyone know what is the primary key for "Transactions" table ? Thanks, Piyush Version Service Cloud
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How can i export report result into pdf format (php code) ?Content I need to create a PDF report of an incident and i need to attach this to incident. When I run a analytic custom report from the php script code, the report's re…User_2025-02-03-17-24-49-363 57 views 2 comments 0 points Most recent by User_2025-02-03-17-24-49-363
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Hiding first X number of lines of a reportContent Hi everyone This sounds simple, but I cant work out how to hide the first X number of lines of a report. One of the customer portal pages I'm building needs to s…User_2025-02-01-08-17-55-035 24 views 11 comments 0 points Most recent by User_2025-02-01-08-17-55-035
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How export custom report data into PDF formatContent Exist a rightnow function (in php code) that allows to export the custom data report result into PDF format file or that allows to create a PDF file with the inc…User_2025-02-03-17-24-49-363 42 views 4 comments 0 points Most recent by User_2025-02-03-17-24-49-363
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Report with incident summary attached to the incidentContent Hello I have little time in this tool, and they ask me for difficult things, so I ask for your help. I tell you, I have an incident that when I change to Accepte…User_2025-02-03-18-15-12-114 28 views 2 comments 0 points Most recent by User_2025-02-03-18-15-12-114
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Time on Task for Email HandlingContent Well, I couldn't get anyone to respond to my initial question here so I'll rephrase and move to a different forum to see if anyone has insight. Any idea how (usi…
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String function to hide text after a characterContent Hi all. Can anyone suggest a string function that will hide part of a string after a certain character? For example: * Replace this: What I need to see - what I …
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RN: Reporting on SR status changes (specifically from closed back to an open status)Content Hi, Complete and utter n00b here (long time lurker), so apologies if I say something stupid or name anything incorrectly. My query relates to Oracle RightNow. My…
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Mobile and Desktop/Laptop FAQ ViewsContent Hi there, I was wondering if anyone knew either how to create or if there was a report available that would be able to distinguish FAQ Views (Answer Views) on mo…
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Create RightNow Report - show status changes/historyContent Hi, Complete and utter n00b here (long time lurker), so apologies if I say something stupid or name anything incorrectly. My query relates to Oracle RightNow. My…
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Queue interactions count in ticketContent I would like to know how to create a report that counts all the incidents that a queue has had any action, be it resolving, responding, and transferring to anoth…User_2025-02-03-17-19-40-969 26 views 1 comment 0 points Most recent by User_2025-02-03-17-19-40-969
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Clickstream and Answer DetailsContent Hi all, I'm trying to work on a report where it displays the Answer ID, Answer Product and Contact Name who viewed the answer in a given period. I'm using the Cl…User_2025-02-03-18-13-34-376 36 views 4 comments 0 points Most recent by User_2025-02-03-18-13-34-376
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Reporting Multiple contacts to each IncidentContent We add multiple contacts to each Incident. I need to create a report which lists each contact and the incident they are related to (including where they are not …
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Real-time answer escalation rateContent I am looking for a report that will give me real-time answer escalation rates. I am able to find it as a stats report but has anyone been able to find this as a …User_2025-02-03-20-11-26-342 24 views 0 comments 0 points Most recent by User_2025-02-03-20-11-26-342
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Password Reset Reports/TrackingContent Hi, Has anyone found or created a report to track agents resetting their passwords via email? We are looking for the best way to track who is using this feature,…
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Incident Closure Using Knowledge (Knowledge Advanced) - Analytics Cookbook RecipeContent Incident Closure Using Knowledge (Knowledge Advanced) Insight into Volume of Incidents and Use of Knowledge in Closing Incidents Author: Shripada Hebbar Difficul…