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Reporting & Analytics for B2C Service
Discussion List
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Report Incidents with Completed Tasks ONLYContent Hi Analytics Gurus, I'm trying to create a report that shows me only those incidents whose tasks have been completed. I can generate a report that shows me incid… -
How to index out-of-the-box fieldsContent How do I create an index on a field that came with the Service Cloud application? We are able to create indices on our custom fields via the Object Designer, how…
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Chained Menu Report FiltersContent Is there a way to configure filters that depends on selection of another filter (ex: select a value in a menu filter causes a second menu filter show a list of v…
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Populating an Incident field using a reportContent I have a custom object that I want to update using an agent console report. One field in the custom object in an integer with a relationship to the ID on the Inc…User_2025-02-03-19-57-59-416 27 views 2 comments 0 points Most recent by User_2025-02-03-19-57-59-416
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Tracked links for emailed reports?Content If a report that is scheduled and emailed contains URLs, is it possible to report on the click-throughs? Thanks!User_2025-02-03-16-48-16-590 23 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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Reporting on KB usage across set IP range using clickstreams tableContent Hi everyone I've partially solved this problem, however I hope it can be done easier as currently it completely bogs down my Excel since I have to do a lot of fi…User_2025-02-01-08-17-55-035 47 views 9 comments 0 points Most recent by User_2025-02-01-08-17-55-035
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reporting on sessions by contactContent We have one interface where we have the users log in when they access the site. On our contact records for these users that log in, we have custom fields to show…User_2025-01-31-02-50-15-254 30 views 2 comments 0 points Most recent by User_2025-02-03-20-45-35-148
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Output Error Log for a Report Custom ScriptContent I remember reading somewhere about a user who was able to use a Print command to output the errors of a custom report script. Now that I need to do it, I can't s… -
Restart the SLA timestamp when transferring queuesContent Define that the SLA for first response will be 1440 minutes when the ticket is created. I would like that when a ticket is transferred to another queue the time …User_2025-02-03-17-19-40-969 26 views 5 comments 0 points Most recent by User_2025-01-31-22-56-08-446
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Chat transcript reportContent Hi All, I got a requirement to pull chat transcript report for customer. Means user can view their chat history with agent on external portal. I will be using RE…User_2025-02-03-22-15-14-082 27 views 2 comments 0 points Most recent by User_2025-02-03-22-15-14-082
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Customer login activityContent I'm looking to write some reports to see when customer's have logged into the Customer Portal over a given time period. I've looked through most of the db tables…User_2025-02-03-20-45-41-510 47 views 3 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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Wildcard Search on Multiple EntriesContent Hi all, We have a custom field that stores the different usernames our players use when they play our games. But of course, a player can have more than 1 name, b…User_2025-02-03-18-33-19-109 29 views 3 comments 0 points Most recent by User_2025-02-03-18-33-19-109
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How to ensure that a scheduled report in either excel or PDF is formatted to fit to a pageContent Hello All Is there any way to set a dashboard report so that the graphs/charts and tables do not get split over pages when exported to either excel or PDF? Unfor…
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New to Cusomter Portal, need a report on incidents created in portal vs. consoleContent Hello All - We just implemented the customer portal 2 weeks ago and now we are looking to get some data like number of incidents created in the portal versus the… -
Report Column: Only Customer or Agent Response timesContent Hello all! I'm trying to create a date column in a report that only measures customer messages and agent replies, and no other edits to the ticket. We currently … -
Queued Incidents of LoggedIn AgentContent Hi All, How can we design a report for an agent that shows only those incidents who are in a queue that is assigned to that logined agent's profile ? Thanks and … -
Audit Log report for field changes in service cloudContent Hi, We have a requirement to see the list of changes/modified happened on a specific record. Standard audit log doesn't shows the field name details. Is there a …User_2025-01-29-00-47-12-825 51 views 8 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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Mailings - Detail behind the total opened / unique opens / total cliked / unique clicks etcContent hi folks. I have created a report that lists mailings that have been sent and the sent / opened / clicked / replied / unsubscribed information. I am aware there … -
Filter Column results on numeric values onlyContent HI, In my report I query a table that has alpha and numeric values. I want just to filter on numeric values. The plus side is that all the numeric values are in …
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Can we build a report to store previous values without a custom object?Content Hi I have 5 custom fields in Contact Object related to billing details. In the workspace, I have added a tab "Bill Details" with the custom fields. I would like … -
How to forward HTML Reports without the charts/graphs disappearingContent Hello We schedule a number of reports in HTML as ( unlike PDF) the data is provided in a continuous flow ( rather than having tables and graphs spread over a num…
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How to write a custom script to update a column in a report based on all values in another columnContent Hello I have used the following expression (rel_date_diff(time_billed.bill_date, incidents.created, 1) through response requirements to confirm how long it took …
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Case sensitive report filteringContent I've been asked to identify contacts with initials in the first name field by returning any that don't have lower case letters in them. I have no idea how to ide… -
Scheduled report not runningContent Hello, I have a report scheduled to run, however, judging by the "Report Schedules" standard report, it does not appear to have ran at the times I've designated … -
Report filter based on Logged in profileContent Hey, Is there a way to dynamically filter a report based on the logged in Profile? I have a requirement were a specific type of incidents should only be visible …
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How to Divide Multiple Counts?Content I've been stuck with this problem for a few days and have searched fairly extensively to no avail. I have a series of columns that are counting IF statements. Fo…User_2025-02-03-18-51-09-741 37 views 2 comments 0 points Most recent by User_2025-02-03-18-51-09-741
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Import contacts filesContent How can I load contact data from an Excel file to Rightnow? Attached an image where shows the header of my contacts Version Service cloud -
File uploadContent Hi everyone! How can I load contact data from an Excel file to Rightnow? Version Service CloudUser_2025-02-03-19-45-21-273 13 views 5 comments 0 points Most recent by User_2025-02-03-20-10-42-447
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Mailing response report columnsContent Hi all, I am trying to determine the following: how to split soft bounces from the bounced (num _bounced) column in the Mailing_formats (mailing messages) table.…
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Fill Inbox ReportContent Hi, Looking at old questions where this hasn't been possible but was wondering if anything has changed. I'd like a report to show how many times agents have clic…