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
-
Contacts that Viewed Answer or Answer Viewed by ContactContent Hello, If we forced all users to log into our Knowledgebase could we generate a report with the following output Answer ID, Question, Date Viewed, Contact Email?…User_2025-02-03-17-08-02-219 42 views 1 comment 0 points Most recent by User_2025-02-01-08-58-47-501 -
Include empty Qs in a report.Content Hi, I have a report that shows incidents per Qs. It is not showing the Qs that are currently empty. I would like it to show the empty Qs as well. The report is b…User_2025-02-03-16-51-39-328 32 views 9 comments 1 point Most recent by User_2025-02-03-16-51-39-328
-
Possible? Show "Fill Inbox" command only if Inbox is empty (no unresolved incidents assigned)Content Dear Community, I have a question please. Is it possible to show the record command "Fill inbox" in a custom report "My Incidents" (Inbox) only, if the inbox con…User_2025-02-01-08-18-39-349 45 views 2 comments 0 points Most recent by User_2025-02-01-08-18-39-349
-
Use comparison value to compare a single day with a range?Content Hi, I'd like to make a report that compares the number of chats in each 1 hour interval of a day, with the average number of chats in the same intervals of the p…User_2025-02-03-16-16-36-032 40 views 2 comments 0 points Most recent by User_2025-02-03-16-16-36-032
-
Incidents with attachments showing multiple times.Content Hi, I have a report that shows all Incidents in all Qs. What I I am adding is the paperclip icon that is displayed next to the incidents that contain attachments…User_2025-02-03-16-51-39-328 53 views 1 comment 0 points Most recent by User_2025-02-03-16-51-39-328
-
Column shrunk to 0 width, can't select it to increase it!Content Some of our staff are keen on a lot of columns in a report so that they can see them all once it's exported, this means that sometimes column widths accidentally… -
Exception Alerts to Assigned AccountContent I have 2 exceptions on an Incident report that fire when an Incident hasn't been updated in either 3+ days or 7+ days. Is there a way to send an alert to the age…User_2025-02-03-16-48-16-590 15 views 2 comments 0 points Most recent by User_2025-02-03-16-48-16-590
-
create search report for multi match contacts in oracle righnowContent how to create search report for multi match contacts in oracle righnow? Version Oracle Service cloud- RightNow -
Responses Sent Count Column breaking Cross-Tab Attachment ColumnContent Hello all, I'm having an issue in a report that's causing a previously working feature/column to break. This report has had 2 fattach columns that were built wit… -
Reports accessible out side OSvC through a URL?Content Can we access (read only) the public reports outside OSvC via a URL. It should not ask for any logins/ authentication. If this is not supported out of the box, c…
-
Unexplainable difference report figuresContent Hi there, To see answers that were visited I have two reports that show different figures for the same month (May 2017): The 'Standard Service Summary report' sh… -
Report On a Specific Date Range per columnsContent I am creating report with totals for specific date ranges through out the year. We want to combine it to one report instead of separate ones. Example. So on thes…
-
Chat Total DiscrepancyContent I have 2 columns, each returning different chat totals and I'm not sure why. My columns are: * COUNT(chat_agent_sessions.chats_completed) * SUM(IF(date_diff(chat…User_2025-02-03-16-48-16-590 15 views 3 comments 0 points Most recent by User_2025-02-03-16-48-16-590
-
Report on Text Responses within GuideContent Hello, One of our teams would like to use a guide with text questions/responses, then pull reporting to see what exactly the responses were. This guide would be …User_2025-02-01-08-53-36-401 16 views 0 comments 1 point Most recent by User_2025-02-01-08-53-36-401
-
Delete row if match is found with previous rowContent Hi, I have a report that brings back incidents and various bits of information. The Incident Reference number will be repeated but I've sorted it in a way where … -
Average answer time for emails repliedContent Hi everyone, I wonder if anyone has a report they can share that would do the following: I am looking for a quick way how to find out how many e-mails were repli…
-
Getting undelivarable email from report schedulingContent thanks in advance, I am getting undeliverable email notification from schedule reports even if i removed the invalid email address in TO -
Nested aggregates question?Content Good Afternoon! I am trying to put a report together that shows the total spend for each agent. It would normally be a pretty straight forward formula of "sum(to…User_2025-02-03-20-32-49-592 16 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
-
Wait Time (Listening) calculation question on Chat reportContent Hi there! I have create a report (pdf of report and definition attached). I need help verifying that the column called "Wait Time/Listening" is calculating what …User_2025-02-01-08-18-48-897 18 views 2 comments 0 points Most recent by User_2025-02-01-08-18-48-897
-
Cross-TabContent Hi, I am trying to find some documentation for the Cross-Tab function but am only finding rather general info (e.g. https://documentation.custhelp.com/euf/assets…
-
Anyone used "Chat Agent Performance Intervals" in a report with luck?Content Hello all - I have another challenge for you - I am attempting to build a report OR add to an existing report the Chat Agent Performance Intervals. We need to sh…User_2025-02-01-08-18-48-897 23 views 1 comment 0 points Most recent by User_2025-02-03-20-31-45-958
-
Reporting off a new site within the same interfaceContent We are currently going through the process of moving some of our content into two new categories which will lie on the same interface but will have two new sites…
-
External Data Reports with Browser UI - Analytics Cookbook RecipeContent External Data Reports with Browser UI Expose External Data to OSvC Author: Scott Harwell, Principal Product Manager Difficulty rating: (Advanced) Target persona:… -
Specific time duration based on day of weekContent HI all Need some help with time/date, I am trying to creating a report with the following set up Shift 1 Shift 2 Shift 3 Incidents Closed Shift Times Shift 1 6pm…
-
Convert and Sum a Text Field to a Time FieldContent I am attempting to Sum the total of Hours and Minutes of a text field for a report. The current text format is HH:MM. I need it converted into HH:MM numbers and …
-
See what status an incident was at a particular dateContent Hi, So we have a requirement to count how many incidents had a status X at time Y. What's the easiest way to do this? I just need a figure - nothing more. My pro…User_2025-02-03-19-49-57-702 28 views 8 comments 0 points Most recent by User_2025-02-03-19-31-14-086
-
Remove Duplicate Records from ReportContent Hello, I have a custom report which contains some duplicated Incidents (IDs and lookupName) because of the resolution time (screenshot attached) how can I show o…User_2025-02-03-19-45-39-179 63 views 4 comments 0 points Most recent by User_2025-02-03-16-51-39-328
-
How to intercalate interval fieldsContent I'm doing a report with the incidents of a certain period using year/month to group the date field. I also want to show the percentage side-by-side with this fie…
-
Cannot Nest Aggregate Function or Use On Aggregate ColumnContent Hi all, I am trying to create a dashboard that will give information based on incidents that were manually categorised vs what goes through our automated categor… -
Display duplicate incidents (emails) from the queueContent Hi, I am quite new to reporting so I hope my question will not be too trivial. I am trying to create a report that would show only the incidents in our Qs that c…User_2025-02-03-16-51-39-328 40 views 9 comments 0 points Most recent by User_2025-02-03-16-51-39-328