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Reporting & Analytics for B2C Service
Discussion List
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Get Product Name for IDContent Hi All, I have product id field in custom object called "Recipient rule". I want to display product id & product name in my report. My custom object is linked to… -
Legend in chart not sorting in the order of the reportContent I have a report set with the two level sorting I want to have - by month and by a text field in the report - and I have a chart using the same fields in that rep…User_2025-01-31-02-50-15-254 36 views 0 comments 0 points Most recent by User_2025-01-31-02-50-15-254
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Only show first created incidentContent Hi All OK so we have a custom object that is related to the incidents table so we can relate an entry in the said CO to many incidents. We have then created a st…User_2025-02-03-19-35-06-088 30 views 6 comments 0 points Most recent by User_2025-02-03-19-35-06-088
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How do I obtain a flitered list of attachments and then export them from OSvC?Content Hello, We frequently have agents who want to create a list of attachments for specific incidents, filter for attachments that have a specific name, and then expo…User_2025-10-31-01-08-51-703 48 views 6 comments 0 points Most recent by User_2025-10-31-01-08-51-703 -
Exporting knowledge in individual HTML filesContent Hi all, Long-time reader, first-time contributor. Please be gentle Our business is shortly going to be migrating away from Oracle RightNow and moving over to Sal…
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Reffered URL Report for Chat LaunchesContent I am trying to create a report that will show me the referred URL that a user was on when they landed on our /chat/chat_launch page. Right now I have multiple in… -
Field that tracks customer closed incidentsContent Hello, I'm trying to report on all incidents closed by customers, what table and field stores this data? Thanks in advanced! Justin
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Chat ROI Reports by InterfaceContent Hello, Is there a way to get Chat ROI segmented by specific interface? Our business has three different brands using Live Chat, and we would like a way to segmen…
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Crosstab month by month totalsContent I have a cross tab report and I need totals for the whole report as well as sub-totals by month but in columns. I'm attaching a picture for reference. I have pot…
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creating an org hiearchy report that ends with contactsContent Hello, I would like to create an organization hierarchy report that shows the levels of the hierarchy for an organization and its contacts. Ideally it would be a…
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Is there any way to report on “Review Date” in Knowledge Advanced?Content This question pertains to Knowledge Advanced Reports. The Customer wants to pull up a Report based on next "Review Date". A report showing list of all Articles w…
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Transaction table edit timesContent Hi, We are using the transaction table to check the time spent by an agent in editing incidents. For that we are calculating the time difference between start da…
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Tracking Incident History Using Custom FieldContent Hi , RightNow currently supports status change tracking. We would like a similar enhancement to let administrators specify change tracking for other fields(Custo…
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Engagement Engine Chat Events not populatingContent Recently we've stopped seeing new entries created in the Visitor Events table for EE Chat Offering/Acceptance. I've been testing through the day and while I can … -
Analytics Case Attachments FlagContent I have a requirement to identify which cases have attachments. I have located the File Attachments table in Analytics, but don't want to include the names/id's o… -
How to export archived incidents programmatically?Content Hi, there are 3 million archived incidents in the site and we need only some of them. Some could be purged, some not. But the purge setting will delete all of th…
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VCIO access logContent Hello, I want to know who from my organization have been accessing VCIO. Is it possible to generate this access log? Thanks. Colby
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Setting menu fields in reports can selectContent Hi, Everyone In the report, I want to set the menu field in the report to be selectable, like the image. What should I do? Please tell me. ThanksUser_2025-02-03-18-44-16-463 28 views 2 comments 0 points Most recent by User_2025-02-03-18-44-16-463
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How to build report column to show Contact according to Contact TypeContent Hi, I'm building an incident report and I want to be able to include columns for 2 particular contact types, regardless of whether it's the primary or secondary …
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Total New Incidents (stats vs incidents table)Content Hello everyone, I have come across one strange result in my reports and i need any set of ideas. Results for the expression sum(stats.new_incidents) from stats t…User_2025-02-03-19-48-43-179 40 views 4 comments 0 points Most recent by User_2025-02-03-19-48-43-179
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Count of records greater thanContent Hi, I have done a report that lists incidents that calculates the number of working days between date created and date closed, using date diff, I now want it cou…
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What percentage of customers don't call after using webchatContent Hope someone can help! * I need to look at all contacts that have ever used a chat (so the source if webchat) - this is fine * I then need to see out of those, h…User_2025-02-03-19-49-57-702 16 views 2 comments 0 points Most recent by User_2025-02-03-19-49-57-702
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Trouble with report chartContent Good morning, I'm attempting to add a chart to a report that will display all of the incidents that are assigned to a specific agency, in a given time period (ex… -
Seeking explanation for calculation discrepancies in Incident Effectiveness/Incident Performance...Content Hi everyone, I'm running two system reports-- "Incident Performance" (AC ID#78) and "Incident Effectiveness" (AC ID #81). I ran them a few months ago and noted t… -
Reporting on Contacts Who Downloaded an Answer AttachmentContent Has anyone been able to create a report that shows everyone who has viewed an answer that contains an attachment and who downloaded that attachment? Everything I…
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Reporting on number of failed loginsContent Is the table / field that counts the number of invalid logins to the Customer Portal something available to us? We are wanting to display some type of message af…
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Adding a seperate Average row for each ticketContent Hi All, I cannot get the Average Row at the bottom of the report to show under each rollup… however, if I add a filter and search by Ref number then it does give…User_2025-02-03-17-31-00-468 39 views 3 comments 0 points Most recent by User_2025-02-03-17-31-00-468
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Audit Log - EDIT Entry when Viewing Contact (No Changes)Content I was viewing some contact information today and noticed in the Audit Log that entries are being captured as an EDIT type. Is this expected behavior? Seems like … -
Last thread entry of oldest emailContent Hi all, In our reporting we use a calculated column for the last thread entry of an incident [max(threads.entered)]. We currently have a report which displays th…
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Calculate average number of daysContent I have a report that lists incidents raised between 2 dates and for each incident tells me how many working days it took to resolve, using expression - time_form…