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
-
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… -
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… -
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…
-
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
-
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?…
-
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…
-
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…
-
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…
-
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…
-
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… -
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…
-
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…
-
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 … -
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…
-
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 … -
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 …
-
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…
-
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…
-
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…
-
Need Chat Agent Response Time on reportContent Hi there! We use chat extensively and we us the auto-response to say,"Thank you for using Live Chat. This is Corine, how may I help you?" I need a way to find ou…
-
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…
-
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 …
-
Using column total in calculationsContent I'm sure there is an easy solution for this, but I feel like I am tilting at windmills now. I have a cross tab report that breaks down chats by hour intervals, g…
-
Live incident servicing time calculationContent I am unable to generate live report on the servicing time similar to milestones report since the incident performance report only generated overnight. Anybody ab…
-
Highlight current asset within an incident when contact has multiple assets.Content I am trying to highlight the asset that is assigned to the current incident when the contact has multiple assets. We have many contact records that have multiple…