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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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 29 views 1 comment 0 points Most recent by User_2025-02-03-17-19-40-969 -
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 38 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 … -
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 26 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…
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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…
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Sunday to Saturday - Week to date report - Date filter logicContent I am trying to have my report start running as a schedule and start on a specific Sunday. Then I would like each the report runs to include that day. So the firs…
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conversion for vdt_none column not implementedContent Hi, I get this error when running a report. The report has a script which sends emails (200 at a time). conversion for vdt_none column not implemented This seems…
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Reports for C-level ManagementContent Hi Guys, There are many reports in the system but i wanted to ask for any suggestions for any kind of reports for top level executives in an organization. Regard…
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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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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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Joining Contacts and Accounts table on email addressContent Is there a way to join Contacts and Accounts in a report? I can do it in Excel with two different reports, but looking to try with just one. Essentially, we have…
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Conditional Chat Link AvailabilityContent Hi, we have multiple syndicated conditional chat widgets and i'd like to get stats for each widget/link availability (Impressions, active links, and links clicke…
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How can you remove the quotation marks around the comma in an .csv file generated by a schedule?Content I have people who need to take the results of a report I'm automatically generating and sending to them and suck the data up into another process. But it appears…
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Infolets - Can we create them from scratch?Content Hello, The Infolets that are provided in the Service Reports are right along the lines of what I am trying to do. However, I would really like to create one from…User_2025-02-03-17-20-52-637 39 views 2 comments 0 points Most recent by User_2025-02-03-17-20-52-637
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Include Send Rejected Msg account in Incoming Email Filter Details reportContent Hi all. I want to add the "Send Rejected Messages To" field from Mailboxes Incoming Email details to the 'Incoming Email Filter Details report (ID:227). I've had…User_2025-02-01-08-17-38-818 33 views 3 comments 1 point Most recent by User_2025-02-01-08-17-38-818
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Stretch or center a chart on a DashboardContent I built a Dashboard with a chart-only report on top and a grid report on bottom. Is there a way to center the chart or stretch it so there's not so much odd empt…User_2025-02-03-18-13-34-376 32 views 3 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Count how many incidents hit a specific queue firstContent SO, not sure how I'd do this without resorting to PHP I need to count how many incidents's first queue was 'X' - just a number. An incident could have obviously …User_2025-02-03-19-49-57-702 28 views 7 comments 2 points Most recent by User_2025-01-30-19-06-33-073
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Determine Last Row in $rowsContent Hi All, I have an issue with a report I'm constructing that I'm hoping you can advise me on. I need to construct a report that calculates the average message res… -
First response calculation per QueueContent Hi I need to know how to get the first response time of an incident for each queue it passes. Example: Incident created in queue A, the agent responds to the con…User_2025-02-03-17-19-40-969 40 views 4 comments 1 point Most recent by User_2025-02-03-17-19-40-969
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'Agent Login' Report - Clarification on 'Login End Time'Content Hi, There is a delivered 'Agent Login Report' (Reports Explorer > Service> Agent Reports > Agent Login) that shows info on number of log ins, average time logged…User_2025-02-03-18-13-40-131 35 views 3 comments 0 points Most recent by User_2025-02-03-18-13-40-131
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Create Workspace accessible outside of chatContent In Oracle Right Now. I am trying to create a workspace that contains realtime reports. So far I have only been able to have it accessible as a chat workspace whi…User_2025-02-03-17-52-47-539 20 views 0 comments 0 points Most recent by User_2025-02-03-17-52-47-539
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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 63 views 19 comments 2 points Most recent by User_2025-02-01-08-46-19-550
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Please deleteContent Please delete
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How to fetch the status history for an incident.Content Hello Everyone: I need to develop a ROQL query to retrieve the status history for each incident. Attached is the document containing the screenshot of the sample…
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Change Date Format in reportContent Hi, I was trying to change the date format as 01-May-2017.I tried changing configuration setting the date format was changed in workspace but it was not reflecti…
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Save as default valuesContent Hello All - Could you please let me know where does (in which table) system store the 'Save As Default' settings of an individual user. Regards, Manpreet SinghUser_2025-01-29-18-11-35-209 32 views 0 comments 0 points Most recent by User_2025-01-29-18-11-35-209
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How to report on Archived incidents sent with Attachments?Content Hi everyone, wishing you a nice weekend. I have a requirement to report on all Incidents sent from OSvC with an attachment in January 2017. I checked and the Arc…User_2025-02-03-16-51-39-328 54 views 4 comments 2 points Most recent by User_2025-02-03-16-51-39-328
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Exclude results if all survey questions are not answeredContent Is there a way to exclude survey response that does not answer all questions? The report is showing multiple lines where a respondent has answered one question, …