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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Survey Choice Response Rate Exceeds Query SizeContent Hi, I'm using the Report 7032 - Survey Choice Response Rate, and on our Customer Satisfaction survey, which has over 400k responses, I can't pull any information…User_2025-02-03-17-57-37-588 6 views 0 comments 0 points Most recent by User_2025-02-03-17-57-37-588 -
Audit TablesContent Hello, Hoping someone can add to my list of fields that they use to audit what users in the agent console have done and changed? These are the ones I've used, do…
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Can RightNow Track All Agents that Responded to a Case?Content For example: Lets say a case comes in by email. Agent A opens the case and send a response. The case is not solved by Agent A and the customer sends another repl…
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Report to show incidents that have attachments?Content Hi all, Is there a report available that will show me all incidents that have attachments on them? Or can I do this from a custom report? I've not yet been able …User_2025-02-01-08-29-25-648 28 views 2 comments 0 points Most recent by User_2025-02-01-08-29-25-648
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Showing Unique records count at footer levelContent Hi, I have a requirement to show unique records count at report footer level. i.e Record Count: {NumberOfRecords} The report which customers are using is having …
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Include Range of recurrence dates in Status of Mailings reportContent Hi all. I'm wanting to include the 'Range of Recurrence' dates in a report on active Recurring mailings (copy of definition attached). I'm sure I'm missing the o…
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Editing report descriptionContent Hi, I have been trying to find a way to edit a description for out-of-the-box reports to reflect any changes that have been made to the functionality. Ideally, I…User_2025-02-03-17-20-20-749 43 views 5 comments 0 points Most recent by User_2025-02-03-17-20-20-749
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Export to Excel - only want date, not date/time to appear in date fieldContent I have tried about 5 different ways to format the dates in a report I have created and then export that date to be the date only with no timestamp in Excel. No m…
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Incidents with more than one task?Content I'm trying to create a report which counts the number of incidents which have more than one task, grouped by product ID. Outside Service Cloud I'd try to use som…
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Reporting on deliverability service e-mail for compliancyContent Hi there, Do you know whether I would be able to report on whether a service e-mail has been delivered to the customer via the TLS 1.2 protocol or not? This is f… -
Pass filter value of search report from workspaceContent Hello Everyone, I am facing a issue of passing filter value from Incident workspace. steps what i have done. 1. Added one search field in Incident workspace whic… -
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…
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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 28 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 26 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 44 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 25 views 2 comments 0 points Most recent by User_2025-02-03-18-44-16-463