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Reporting & Analytics for B2C Service
Discussion List
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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 -
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 14 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… -
Report Column function to calculate days between two datesContent All, As the title suggests, I'm attempting to use functions to calculate days between two dates, however I have not been successful to have the function return t…
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Adding exception when incident owner = No ValueContent Hello dears, Our management asked for a report showing all opened incidents on the system (both from the agent desktop and the customer portal) as well as their … -
Survey reports in one interface?Content Hi, Is there any way to report on surveys from different interfaces in one interfaces? For example - we have 22 interfaces with different languages - when I run …User_2025-02-01-07-03-13-295 26 views 2 comments 0 points Most recent by User_2025-02-01-07-03-13-295
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Can We create a Gantt Chart with Hours as Unit of Measure on the X-axis (Values Axis)?Content I have made a custom object as Appointment (Child of Incident object). The Incident is assigned to the Servicing head who in turn assigns the appointment to one …
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Backlog and Closed Cases ReportContent Has anyone created a report that includes both open and closed cases? I want to display a row for each case where it is still in an open status or if it was clos…
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Change Administrator's Name as it Appears in Auto-Response EmailsContent I am making changes to our message templates to alter how our emails appear to customers. Our current Thread Heading is: [Entry Type] by [Channel] ([Author]) ([E…
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Can you use Custom Scripts to update incident data?Content Quick question, Is it possible to use custom scripts to update an incident if certain conditions in a report are met? If a value in Column 3 = X update status in…
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How to add custom field "Restoration Time" into SLA configurationContent Hello Experts, When configuring an SLA we are able to define the "response time" and "resolution time" ,we also have one more SLA called "restoration time". We n…
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Report to show exceptions based on SLAContent Hi, We're looking at creating a report to show all incidents, coloured by SLA state. So for example if the incident is less than 2 days old, black font. Between …User_2025-02-03-19-49-57-702 22 views 0 comments 1 point Most recent by User_2025-02-03-19-49-57-702