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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Can we report on Answers Viewed by Keyword Search?Content We're looking for a report that will show Answers Viewed based on Keyword Searches. So for example, if the search was "returns," and let's say I get 50 answers i…User_2025-02-03-19-48-53-278 25 views 2 comments 2 points Most recent by User_2025-02-03-19-48-53-278 -
Ticket Report - Tickets by ContactContent Hello, I am in need of creating a report for a client in which they want to know who is submitting the tickets. So basicaly I need to just have a report where...…User_2025-02-03-18-36-38-730 17 views 3 comments 0 points Most recent by User_2025-02-03-18-36-38-730
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Where is Search Priority Word information stored?Content I need to create a report that outputs the configuration info for the Search Priority Words within the logged-in interface. But everywhere I've looked, I've come…User_2025-02-03-19-48-39-282 25 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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Batch exception - HandlingContent Hi All, i am trying to insert records to contact object using batch(.net) . A batch contains 1000 records. Records 1 email id = ****@gmail.com records 100 email …User_2025-02-03-17-31-40-230 24 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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'Keyword trend' for incidentsContent Hi, I'm more familiar with answers than incidents... for answers we use a fantastic report from the Cookbook to show keyword trends. I'd love to build something …User_2025-02-01-07-03-13-295 24 views 0 comments 0 points Most recent by User_2025-02-01-07-03-13-295
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incidents.search_thread and phrasesContent Hi, I created a report to use incidents.search_thread to search incidents. The idea is to be able to search for a few keywords or a phrase describing an issue. I…User_2025-02-01-07-03-13-295 50 views 1 comment 0 points Most recent by User_2025-02-03-20-08-03-425
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Duplicated results, how to remove duplicates?Content I have a report showing how many chats an agent has taken, handle time, wait time, wrap-up time, surveys completed on the agent, % of issues resolved (based on s…User_2025-02-01-08-49-58-624 81 views 2 comments 0 points Most recent by User_2025-02-01-08-49-58-624
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Report "All incidents": show sla nameContent Hello, I want to display the sla name in the report "All incidents". Therefore I add the column incidents.sla_id to that report. Next step is to add the column s…User_2025-02-03-19-37-39-407 11 views 2 comments 0 points Most recent by User_2025-02-03-19-37-39-407
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Incident Reporting under Agent that Took No ActionContent I have a report that shows Agent Incident activity during a set interval but I've noticed something that isn't reporting how I would like. It is showing all Inci…User_2025-02-03-22-22-34-586 50 views 1 comment 0 points Most recent by User_2025-02-03-16-51-39-328
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Top 5 Calls by Program?Content We have monthly reports that provide call data counts by Program and Category. Is there a way to query for just the Top 5 calls per Program in one report? I can … -
Logical FunctionsContent Hello all - I tried to perform a search to see if I can find anything that may help and i've tried a few options and haven't had any luck. I'm trying to create a…
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LongText as Filter in ReportsContent We have a requirement where we need a long text as a filter. Can AnyOne Please suggest how to achieve the same. RegardsUser_2025-01-29-00-47-12-825 18 views 2 comments 0 points Most recent by User_2025-01-30-19-06-33-073
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First Agent Post report assistanceContent Hello everyone! I have created a report for our Live Chat team that will calculate the Agent Response Time. I have 2 questions concerning this report: 1. I need …
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having count > n in ReportingContent Hi all, from my SQL experience I know a statement "having count (fieldname) > 1. Is there a similar possibility as well available in Reporting and Analysis? Fina…
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Hide columns & Update field - REST API callContent Hi, I have a requirement where an external system needs to pull certain information from OSvC on a daily basis. I was planning to create an Analytics report with… -
Total Solved case Count month byContent Hello Team, I need a help for creating one custom report where I need total count of case which is solved month by. I have attached the screen shot they way I ha…
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Use decode in FiltersContent Hello, I've created report when I replaced Source Hierarchy values with more 'readable' names using decode option, ex. 'Techmail - Service Mailbox' is shown as '…User_2025-02-03-19-54-25-485 54 views 0 comments 0 points Most recent by User_2025-02-03-19-54-25-485
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Custom Script HelpContent Hi All, I'm trying to create a radar chart. A search led me to this post linked below. It sounds like I need to turn my column headings into a column and pivot m…User_2025-02-03-18-15-20-995 40 views 0 comments 0 points Most recent by User_2025-02-03-18-15-20-995
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Report for Campaign segmentationContent Hi Guys, I am trying to create a report which uses two tables:one custom object and contact. We are trying to pick the records which have the same value for one …
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How to build a report to track "missed" toasts?Content I want to be able to see how often an agent is missing toasts. That is, how often an agent will let the toast message pop (3 times) and ignore it all three times…
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Report stopped working due to amount of data.Content Hi, I have a problem with one of our scheduled reports. It is supposed to show aggregate of all agent achievements in monthly intervals for the last 6 months Thi…User_2025-02-03-16-51-39-328 50 views 9 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Guided Assistance Effectiveness (By Guide) - Analytics Cookbook RecipeContent Guided Assistance Effectiveness By Guide Author: Joe Landers Difficulty rating: (Basic) Target persona: Call Center Director, Business Analyst, Knowledge Adminis… -
Knowledgebase Performance - Analytics Cookbook RecipeContent Knowledgebase Performance Actionable Knowledge Foundation Author: Joe Landers Difficulty rating: (Basic) Target persona: Chief Customer Officer, VP Operations, B…
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KB/CP/Guide Usage Summary - Analytics Cookbook RecipeContent Usage Summary Summary of CP, Knowledge, and Desktop Usage Author: Joe Landers Difficulty rating: (Basic) Target persona: Chief Customer Officer, VP Operations, B…
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Answer Effectiveness Micro View - Analytics Cookbook RecipeContent Answer Effectiveness Actionable Knowledge Foundation Author: Joe Landers Difficulty rating: (Basic) Target persona: Business Analyst, Training Manager, Knowledge…
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Channel Distribution (Incidents Created by Source) - Analytics Cookbook RecipeContent Channel Distribution Incidents Created By Source Author: Joe Landers Difficulty rating: (Basic) Target persona: Chief Customer Officer, VP Operations, Business A…
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Contact Reasons - Analytics Cookbook RecipeContent Contact Reasons Incidents Created By Source, Interface, Queue, Disposition, Product, and Category Author: Joe Landers Difficulty rating: (Intermediate) Target pe…
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Channel Distribution by Interface - Analytics Cookbook RecipeContent Channel Distribution By Interface Author: Joe Landers Difficulty rating: (Basic) Target persona: VP Operations, Business Analyst, Call Center Director For compan…
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Knowledgebase Consumption By Interface - Analytics Cookbook RecipeContent Knowledgebase Consumption By Interface Author: Joe Landers Difficulty rating: (Basic) Target persona: VP Operations, Business Analyst, Call Center Director, Know…
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Guided Assistance Performance Summary - Analytics Cookbook RecipeContent Guided Assistance Performance Summary Author: Joe Landers Difficulty rating: (Basic) Target persona: VP Operations, Business Analyst, Call Center Director, Knowl…