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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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… -
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 … -
How can I build a chat "chain of custody" report?Content Hi, I am trying to build a report whereby I can see when a chat request has been declined by one of our agents. So far, I have only been able to find an OOTB rep… -
If agents don't check 'Send on Save'Content Hi Everyone, I'm new to Right Now. When responding to a guest via email, if 'Send on Save' isn't checked, will a response send to the guest? If not, is there a w…
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Show all requests by category and then by sourceContent Hi, So the report I need has the columns as the the various types of source and the rows are the different categories Category | Total Raised | Percentage of Tot… -
Count time between two dates using a SLAContent Hi, I would like to know how I can calculate a date as SLA calculates the due_date in an incident, but instead of using the incident created date, use a custom d…
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Chat Report to show Time when Chatter is waiting for a response from the customer.Content Hello there! Has anyone found or create a report that would detail the time when a chatter is waiting for a response from the customer. I have not been able to f… -
Analytic Report Row CountContent Hi, I have used a .Net code for fetching Report data.But at a time i can able to fetch only 10,000 data in a report.To overcome those I have used a looping conce… -
Report of 2 survey questions in one surveyContent Hi community, I am having an issue here and I tried a lot of different stuff but unfortunately I cant get it running - hope you guys can help! We have a survey i…
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Message Base table not showing on the Report tablesContent I'm trying to create a Report to show some Message Base entries but although I find the Message Base table (table "massages") at the data dictionary it is not sh… -
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 … -
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… -
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… -
Transactional report (Matrix) results by Incident NumberContent Hello everyone, Do you know if there is a way to generate a report representing results of a matrix - type transactional survey by incident number. I mean the in… -
Compare values using different expressions- VlookupContent We have two different tables that we need to include within the same report. Table 1 = Incidents. Total incidents logged by Agent Table 2= Calls. Total calls rec…
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Agent duration in current statusContent We regularly use the standard Service Cloud Current Chat Agent Statistics report to monitor our team activity. However, I am curious if anyone knows how I might …
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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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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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Knowledge Advanced Questions and Sessions Count by Day - Analytics Cookbook RecipeContent Questions and Sessions Questions asked on a daily basis (Knowledge Advanced) Author: Nivi Gopathi/Ramesh Manian Difficulty rating: (Intermediate) Target persona:… -
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…
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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! -
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… -
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… -
Intra-day reportContent Hi all, it may be that this is simply due to terminology between our old system and RightNow being different but can anyone tell me if there is a report(s) that … -
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…
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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… -
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…
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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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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 … -
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 …