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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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… -
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…
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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… -
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…User_2025-02-03-19-29-58-097 33 views 1 comment 2 points Most recent by User_2025-02-03-19-25-29-971
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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…User_2025-02-01-08-17-55-035 24 views 11 comments 0 points Most recent by User_2025-02-01-08-17-55-035
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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,… -
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…User_2025-02-03-17-24-49-363 57 views 2 comments 0 points Most recent by User_2025-02-03-17-24-49-363
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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 26 views 1 comment 0 points Most recent by User_2025-02-03-17-19-40-969
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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…User_2025-02-03-18-15-12-114 28 views 2 comments 0 points Most recent by User_2025-02-03-18-15-12-114
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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…User_2025-02-03-18-13-34-376 36 views 4 comments 0 points Most recent by User_2025-02-03-18-13-34-376
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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…
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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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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…
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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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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 …
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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 24 views 0 comments 0 points Most recent by User_2025-02-03-20-11-26-342
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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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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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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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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, …
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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…