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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… -
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… -
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…
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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…
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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… -
Custom Report to Save CC from Mail HeadersContent Hi, We would like to start storing the email addresses in the CC field (if any) when incidents are created via email. I was able to determine that this informati… -
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_… -
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… -
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…
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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…
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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… -
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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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…
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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…
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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… -
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…
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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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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…
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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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Display Contact Attachment in Customer Portal pageContent Greetings I am trying to make a report on the customer portal where the customer can view his/her attachments that are from their Contact record (image attached)…
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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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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… -
Date Format for Month YearContent We have recently upgraded from Feb 16 to Aug 17. In Analytics, we have noticed a change to the Month Year date format. Previously it would return it as 'Oct. 201…
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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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Substitution URL for Attachments in Custom ObjectsContent Hi all, I've been using the below expression as a URL substitution in a report to allow us to quickly open attachments directly from the report. However the expr…