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Reporting & Analytics for B2C Service
Discussion List
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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 … -
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 35 views 4 comments 0 points Most recent by User_2025-02-03-19-48-43-179 -
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 13 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 35 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…
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Alerts sending two emailsContent Hi, I am wondering if anyone came across the same issue and if so how did you solve it? I have some alerts setup and they seem to be firing correctly, however th…User_2025-02-03-16-51-39-328 58 views 16 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Difference between "Total Chat Time" and "Total Time engaged" in "chat concurency" reportContent Hi All, can someone please help me understand the difference between "Total chat time" and "Total Engaged Time" on "Chat concurrency report". The defintion when …User_2025-02-03-19-31-37-724 53 views 4 comments 0 points Most recent by User_2025-02-03-19-31-37-724
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Hide or Remove a tab from reportContent Hi All, I need to hide or remove a tab from report. I have attached screenshot. Please do the needful. Thanks in advance. Awaiting your response Regards, Mathan.…
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Need help filtering a column to see only "duplicate" entriesContent Hello everyone, This is my first topic here, if anyone has a solution to my problem I'd be forever grateful. I would like to create a report to see "duplicate ti…
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Including rule state in reportContent Hi there, Please could someone help me with a report, I would like to see all incidents that are currently in rule_state 1 i.e. new incidents. I'm struggling to …User_2025-02-01-08-29-25-648 37 views 10 comments 0 points Most recent by User_2025-02-01-08-29-25-648
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Custom Queue Grouping FilterContent Hi All, I am grouping up incidents created/edited by teams that work different queues, and I have several queues to assign to 8 different teams. I am grouping th…
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Report filter - Case sensitivity for Contacts.loginContent I have a report with a column/filter for contacts.login. Our users would like to search via the filter for the login name with lowercase values but the filter fo…
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Assign to Initial Response IntervalContent Hello everyone, I am trying to reproduce Average time for "Assign to Initial Response" Interval in the attached report. However it is the only column that return…User_2025-02-03-19-48-43-179 35 views 5 comments 0 points Most recent by User_2025-02-03-19-48-43-179
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Combo Graphs with different scale in Secondary AxisContent Hello everyone, You may have come accross it before, but i have not found anything yet. Is there a way to have a combo bar+line chart BUT having different scale …
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Update Chat records in a report using custom scriptContent Hi All, I am trying to update a chat record using custom script (i am using custom script for the first time) in a report. I am not sure whether there is an Righ…
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"Date Incident was Escalated" to a queueContent HI All, i am new to OSC so need help. i need to create a report for all the incidents that were escalated and sent to escalation queue. so here are the steps 1Ag…User_2025-02-03-19-31-37-724 20 views 6 comments 0 points Most recent by User_2025-09-05-00-11-37-622
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Filter by yearContent Hello, I'd like to offer my users the ability to filter incidents by the year the incident was created. I've figured out how to create a calculated field that sh…User_2025-10-31-01-08-51-703 43 views 2 comments 0 points Most recent by User_2025-10-31-01-08-51-703
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Issue in Date FilterContent Hi I need to create a report to fetch contact lapsed date is lesser than contact updated date. Lapsed date is custom field of date datatype and contact updated i…
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Parent Incident status with Parent-Child relationContent I have linked incident with parent incident using system attribute called parentincident and give association relation. Report should display the following field…
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Ability to track customer email notification via reportsContent Hi All, I have a requirement like to track the customer incident email notifications via reports Is there any way to track the customer email notification? Any h… -
Report for workspaces assigned to which profilesContent Is there a report that will provide me with a list of profiles with the workspaces assigned? Thanks!
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SmartSense ReportingContent Hello everyone, We have enabled SmartSense scanning (both Contact and Staff) in our incidents. Have you ever come accross or custom made any reports summing sent…User_2025-02-03-19-48-43-179 39 views 3 comments 0 points Most recent by User_2025-02-03-19-48-43-179
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Accessing Filters in a Column DefinitionContent Hi, Please see attached image. We have a report showing a count of incidents in various statuses for an agent. However, what we want to be able to do is for the …User_2025-02-03-19-49-57-702 31 views 2 comments 0 points Most recent by User_2025-02-03-19-31-14-086