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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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 -
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 … -
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 48 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…
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Answer Feedback Details (By Answer) - Analytics Cookbook RecipeContent Feedback Details By Answer Author: Joe Landers Difficulty rating: (Basic) Target persona: Business Analyst, Knowledge Administrator, Training Manager Customer fe…
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Deriving Business Intelligence through Service Cloud Value Analytics - Analytics Cookbook Recipe...Content Deriving Business Intelligence through Service Cloud Value Analytics An Analytics Cookbook Recipe Group How do you measure success with your knowledgebase and en…
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How to report on answers viewed external or internallyContent Hi. I would class myself as relatively new to reporting. Is there a way of reporting on whether an answer/article in the knowledge base has been viewed externall…User_2025-02-03-18-41-51-097 46 views 6 comments 0 points Most recent by User_2025-02-03-23-58-03-342
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Reporting on Categories by IDContent I have created the simplest report to try to just see what ID's are associated to each Category. I'm trying to troubleshoot some code that is calling the incorre…
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On incident workspace, I want an report of all incidents for this contact, that I can click to open.Content On an incident workspace, I want to show all existing incidents for the contact associated with the incident. I have that working, where the filter is incidents.… -
Multiple Expressions in 1 Definition - Same Day ResolutionContent Hello all, Looking for some assistance and I am stumped. I want to build report definition that tells me if the incident was created and closed in the same day f…User_2025-02-01-08-53-30-666 37 views 3 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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Answers Created & Updated reportContent Hello all - We have several employees who propose answers in Oracle, but only 3 publishers who make the answer changes go live on the site. I need a report to sh…User_2025-02-01-08-18-48-897 17 views 2 comments 0 points Most recent by User_2025-02-01-08-18-48-897
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Formatting large numbers in Grid widget outputContent Hi all. I am using the Grid widget to output some report data, but the numbers being output are not honouring the report column formatting. How do I format large…User_2025-02-01-08-58-47-501 21 views 0 comments 0 points Most recent by User_2025-02-01-08-58-47-501
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Monitor client waiting time in chat session in Real TimeContent Hi, We know that there are some configuration verbs (FIRST_WARNING_TM / SECOND_WARNING_TM) that flags the agent workspace of an active chat session in yellow/red…
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Current Logged in a report filterContent Hi All, I'm trying to validate in a report filter what profile has the connected user, and depending on the current profile to show more rows o not. Is it possib…
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List of cases which is SOLVED less then FOUR hours since creationContent Hi All, Need some help in the reporting part. I want the total count cases which is SOLVED less then FOUR hours since creation? I want the total count cases whic…User_2025-02-03-19-26-34-681 23 views 4 comments 0 points Most recent by User_2025-02-03-19-26-34-681
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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 41 views 1 comment 0 points Most recent by User_2025-02-01-08-58-47-501
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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 35 views 9 comments 1 point Most recent by User_2025-02-03-16-51-39-328
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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 43 views 2 comments 0 points Most recent by User_2025-02-01-08-18-39-349
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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 36 views 2 comments 0 points Most recent by User_2025-02-03-16-16-36-032
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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 51 views 1 comment 0 points Most recent by User_2025-02-03-16-51-39-328
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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…