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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Changing CurrentDate format field in report headerContent Hi All Is there a way of changing the {CurrentDate} text field format from mm/dd/yyyy to dd/mm/yyyy We have tried several options but to no avail. We also tried …User_2025-02-03-19-35-06-088 25 views 3 comments 1 point Most recent by User_2025-02-03-16-51-39-328 -
Dashboard > Reports are being open in the same spaceContent I have a dashboard and around 06 reports are placed on it. Now i have configured drill downs and when i click on a drill down then the next level report is being… -
Avoid email duplicate by Using 'GROUP BY' in Console AnalyticsContent Hi All, I have one requirement to group by the records by email.I have tried the "Group Result" functionality. If I gave only email column its working fine.Once … -
Alert not sending immediatelyContent Hi, I have set up an exception on a report to alert me when a profile for staff accounts have been changed to a specific range of profiles. The alert is working … -
Having a report display a queue even when there is no Incidents in the queueContent I have worked on the attached report for a couple of our clients (attached version slightly redacted) One of the objectives of the report is to list all of the q… -
Custom Sorting/Ordering based on a Hidden ColumnContent Hi, I have a report based on the "chat_queue_stats_rt" table and would like to create a custom order for the displayed queues (other than alphabetical - I need s…
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Trying to show Last Login time for all active agentsContent I'm working on trying to put together a report that shows me all active Staff Accounts as well as each Staff Account's Last Login time. The built-in report "Staf…
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Calculating time spend to close an incidentContent I need to calculate the time being spent on an incident( excluding non working hours, waiting for customer etc). I followed this post:https://cloudcustomerconnec…
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Calculating Row Wise SumContent Is it possible to have row wise Sum just like we have column wise? I could not find the right configuration method to do that. Please screenshot of my report. co…
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Response Interval and Resolution IntervalContent I am just checking Response Interval and Resolution on the Incidents Outside Thresholds report. It is appearing as negative as in the attached snapshot. It is al…
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Edit records in Report viewContent Hi All, Can we edit the records in report view without going to the workspace view (i.e can we change the functional Area from "other " to any other value withou…
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How to Aggregate with multiple "If expressions" using Date_GroupContent Hello - I am trying to build a "productivity" report that will give me the Count of Incidents Closed, multiplied by the Average Time it should take to close a pa…User_2025-02-03-17-08-35-376 58 views 3 comments 0 points Most recent by User_2025-02-03-17-08-35-376
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How to access button in the report associated to child object view from parent object.Content We have a view(object1) under Asset object to which a report is associated. I need to disable the Delete button in the view based on the parent object(Asset) sta…User_2025-02-03-19-26-32-915 27 views 7 comments 2 points Most recent by User_2025-02-03-19-30-01-975
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Answer Effectiveness - WindowContent Hi, Can anyone shed light on what the "Window" in the Answer Effectiveness report means? I'm not sure what the difference between daily/monthly/yearly is - espec…
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Show First Time AssignedContent Hello I'm new to this forum so I hope this is the right place. I'm building a report for a team that shows the time spent from initial incident creation to when …User_2025-02-03-21-37-51-574 36 views 2 comments 1 point Most recent by User_2025-02-03-21-37-51-574
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date_diff does not appear to work on dates past 01/01/1970Content Hi All, As many will know, for a long time the date and date/time fields in OSvC would not accept dates prior to 01/01/1970 due to them using UNIX time and seemi… -
Auto Increment Date VariableContent Hi all, Was curious if there was a way we can auto increment a date variable - say hours - to show all increments, regardless of whether there is data for that i…User_2025-02-03-18-58-51-486 30 views 4 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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add link to workspaceContent Hello, is there a possibility to add a link to a workspace? The url behind the link consists of three parts, for example: https://aaaaaa.com/bbbb/ccccdddd/eeeee …
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How to report on Historic Queue stats.?Content I have a report that shows the number of open incidents in all queues (attached). I would like to get the same report to show me the same data but at a specific …
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calculate running balance?Content I'm trying to get a report to compile a running balance. I have custom fields to capture all the data, and I know I need a custom script for the calculation, but…User_2025-02-01-08-46-19-550 61 views 19 comments 2 points Most recent by User_2025-02-01-08-46-19-550
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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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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…
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show customer all incidents of colleguesContent Hello, within the customer portal there is an "support history" area, when you logged in with your customer account. This area displays all your incidents you ha…User_2025-02-03-19-37-39-407 34 views 5 comments 0 points Most recent by User_2025-02-03-21-53-19-701
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FontsContent Does anyone have a text file of the fonts available from the styles explorer? I really don't want to type them all out for a tender response... Thanks! Mark -
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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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 … -
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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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… -
Logged in / Logged offContent I've been asked to have a list of accounts that shows "logged in / logged off" for all accounts and then show the last time logged in (or off) I got somewhat ann…
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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…