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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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 -
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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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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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… -
Search Incident by Reference Number without Hyphen (-) or any Phone number with dash or HyphenContent Hi Team, We have business requirement where our business want to search Incidents by Reference Number without putting Hyphen (-) character. As an example In Inci…
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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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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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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.… -
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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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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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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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…
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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… -
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…
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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
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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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Report column which has mathematical functions doesn't get refresh when data changes in an editorContent I have report to show child record detail inside Incident workspace. Have enabled refresh report if data changes in editor. One of report column has calculative … -
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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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…
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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
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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 52 views 1 comment 0 points Most recent by User_2025-02-03-16-51-39-328
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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… -
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… -
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 26 views 8 comments 0 points Most recent by User_2025-02-03-19-31-14-086
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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… -
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…
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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…
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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 16 views 2 comments 0 points Most recent by User_2025-02-01-08-18-48-897
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Agents available for Chat - Visual representationContent Hi, I've been tasked with creating a visual representation of agents available for chat. I think we can do this using a Gantt chart. As you can see from the char…
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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 …