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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Number of Incidents with ResponsesContent I've been reporting on response time and incidents with responses (response being when the initial response email is sent). We have changed our reporting methodo… -
Autopopulate report filtersContent Hi , Can we auto populate the report filters with workspace field values ? Attached the screenshot, where we want to have the value of filter auto populated with…
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All incidents closed by customerContent How would I get a report of all incidents closed by the customer?
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How to Search / Export a LogContent Hi, I am wondering whether anyone found a way to search the Log (from the Configuration - Site Configuration - Logs)? For example the Incident Rules Log can be q…User_2025-02-03-16-51-39-328 43 views 6 comments 0 points Most recent by User_2025-02-03-22-23-59-814
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Format a Custom URL as 'Friendly'Content I have a problem that I think the community can help me solve. I am not sure where it belongs. I have a field on my report, that I build a URL from. It uses a co… -
Answers that errorContent Hi, In Google Analytics I see error ID 1 showing up (Answer no longer available). However, I can't see what answer they were trying to access. I have looked thro…User_2025-02-01-07-03-13-295 22 views 4 comments 0 points Most recent by User_2025-02-01-07-03-13-295
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Report multiplying data after table joinContent Hi all, firstly I must explain that my knowledge of reporting is very limited so if I am asking a basic question I apologise but I am rather stuck at the moment …User_2025-02-03-22-00-16-925 23 views 1 comment 0 points Most recent by User_2025-02-03-17-57-37-588
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Contacts DeletedContent Hi, is there any way to obtain those contacts that were deleted from the database? Is there any audith log to look for this in? RegardsUser_2025-02-03-18-08-05-360 17 views 4 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Format Functionality to Export Option of ReportsContent Can't we edit the format section of the Reports when Exported. Usually the font size is low in the Exported Reports. or Can we have any other functionality to in… -
Average Email response time (From all incoming emails)Content Hey guys, I think I have been going through most topics regarding this topic. However, I am still struggling to find an answer. What I am looing for is: Average …User_2025-02-03-17-17-46-546 34 views 2 comments 0 points Most recent by User_2025-02-03-17-17-46-546
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Add field to search on 'Private Messages Per Channel Account' reportContent Hi Group, I'm trying to get help with a report (Private Messages Per Channel Account) that, when you right-click on a record, the option to create an incident ap…
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ROQL: How to use CategoryHierarchyContent I have this: select Category.ID,Category.LookupName, COUNT(ID) as Total from Incident WHERE Source=1017 group by Category.LookupName order by Category.ID LIMIT 2…User_2025-02-03-19-49-57-702 42 views 0 comments 0 points Most recent by User_2025-02-03-19-49-57-702
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Count incidents when a date_group and count(*) is usedContent I have a report with 3 columns * DATE - date_group(incidents.created,'YYYY-MM-DD') * SOURCE - incidents.source_lvl2 * COUNT - count(*) So this shows how many inc…User_2025-02-03-19-49-57-702 57 views 5 comments 0 points Most recent by User_2025-02-03-19-49-57-702
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PHP with Cross TabContent Hello All I am using Servicecloud to report on Grant information from a Grant Specific CRM. The Servicecloud reporting is considerably better than the Grant CRM.…User_2025-02-03-16-56-52-129 23 views 0 comments 0 points Most recent by User_2025-02-03-16-56-52-129
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Including transactions disables report record commandsContent Hi Community! While working on improving the quality of data and reduce the amount of duplicate information in the system I have found that by joining the tasks …
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How to replicate CASE statementsContent MY Query select Source.LookupName as Source, Incident.CustomFields.c.telephone_call as Telephone ,COUNT(*) from Incident WHERE Incident.StatusWithType.Status.ID …User_2025-02-03-19-49-57-702 24 views 2 comments 0 points Most recent by User_2025-02-03-19-49-57-702
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Hide row if a column contains a certain valueContent Is it possible to write a script to hide a row if a column contains a certain value? For example I have a report that displays all the cases for a queue but want…
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Viewing Popular Answers (Report ID 162) in ConsoleContent I'm trying to view the Popular Answers report but no Answers are displayed when I run it. Are CP reports only viewable on a CP Page?User_2025-02-03-18-13-34-376 36 views 3 comments 0 points Most recent by User_2025-01-29-22-08-41-708
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Can you customize the list of items when you right click within a report?Content Is it possible to hide or add an option when your right click within a report that lists incidents? We need to be able to hide Forward from this list and am unab…
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How do I obtain an API tokenContent We're trying to use OSC to its fullest "Wow, great stuff, we'll stay with Oracle" potential and connect using a REST API connection to pull data into Alteryx -- …User_2025-02-03-20-43-46-497 58 views 3 comments 0 points Most recent by User_2025-02-03-20-43-46-497
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chat_launch page hit countContent Hello - We are trying to put together a report that will show us how many people land on our chat_launch page after hours. We have tried using the page summary r… -
Displaying recent/last 5 records based on date/time information in a reportContent Hi, I have a set of reservation/booking data associated with contacts in RightNow. Now I am trying to take out a report where I can group the contacts and take o…User_2025-02-03-17-12-58-131 27 views 2 comments 0 points Most recent by User_2025-02-03-20-38-38-926
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Validating Report Filter EntriesContent I've built a report that uses a formula to decide what fiscal period a record belongs to. Our fiscal months begin on the 22nd, probably in homage to my birthday …User_2025-02-03-20-43-46-497 12 views 1 comment 0 points Most recent by User_2025-01-29-22-08-41-708
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Fetch last 5 modified recordsContent Hi Team, I have a report that fetches last created record using last(tasks.c$searchtime,tasks.created) formula. But now i want to have last 5 created records. so…User_2025-02-03-17-31-40-230 26 views 3 comments 0 points Most recent by User_2025-02-03-19-31-14-086
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Filter in ExpressionContent How we can we use the filter on a report in an expression?User_2025-02-03-19-49-57-702 33 views 4 comments 0 points Most recent by User_2025-01-29-22-08-41-708
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Separating chat agent intervals by hourContent Hello everyone, We are working on showing the number of minutes that certain agents were available during a specified time period, separated by hour. As of now, …User_2025-02-03-19-46-58-947 18 views 2 comments 0 points Most recent by User_2025-02-03-19-46-58-947
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Help to Improve Efficiency of Transactions Query?Content Hi all, I recently rebuilt one of our oooooold reports that was originally created by my predecessor in the role. The original would break querying a days worth … -
Scheduled Reports - Record Limit - VRL_HARD - configuration settingContent We have some scheduled reports that are being cut off at the 15000 record limit. Just want to confirm if increasing the VRL_HARD - configuration setting will car… -
Report - First response SLA from the first customer interaction (calcule)Content Hello, I have a use case that I import a CSV with the customers they bought from the store offering proactive help if they need it. These tickets are created wit…User_2025-02-03-17-19-40-969 14 views 6 comments 0 points Most recent by User_2025-01-29-22-08-41-708
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Custom Report to Save CC from Mail HeadersContent Hi, We would like to start storing the email addresses in the CC field (if any) when incidents are created via email. I was able to determine that this informati…