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Reporting & Analytics for B2C Service
Discussion List
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Calculating time of incident resolution after escalation?Content Hello, I want to add column in report to calculate time taken to resolve incident after that incident is escalated. It should display time in hours and minutes f… -
Calculating Number of Days Between sysdate and Update DateContent Hi all, I have a column in my report to display the number of days between the current date and the date the record was last updated using some report functions.… -
Answer export with list of associated productsContent Hi all, I'm currently having a problem creating a report that shows me ALL of the products associated to a particular knowledge article. When I do an export and …User_2025-02-03-16-29-47-183 37 views 5 comments 2 points Most recent by User_2025-02-03-16-29-47-183
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GDPR v Archived IncidentsContent Hi, I am wondering whether anyone is battling the same issues we are. I had a similar topic posted before, was given tips that still require further development,…
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Move row data into columnsContent Hi, I am trying to use the Incident Audit Log as the basis for an incident status progress report and would like to only have one row in the report per incident … -
Aged Incident after ReassignContent Hello-- I'm looking for a way to have a report where I can have two columns; one showing the age of the incident which I currently have no problem doing, and ano…
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Contact updated within short space of timeContent Hi all, I want to create a report to identify contacts, who has updated through customer portal within short space of time (i.e. within 30 mins). Please refer th…User_2025-02-03-16-53-11-440 35 views 12 comments 2 points Most recent by Sebastiaan Draaisma-122509
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Exception triggering alert incorrectlyContent Hi, I have a report to show abandoned chats (agent did not engage). I now tried three different approaches to create an alert to fire when 5 or more chats were a…User_2025-02-03-16-51-39-328 14 views 0 comments 2 points Most recent by User_2025-02-03-16-51-39-328
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5+ chats abandoned within 30 minsContent Hi, Hoping somebody uses something similar or will know how to proceed. I made a report to show abandoned chats (customer left before agent got engaged) and want…
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NVL on a CONCAT expression in a Cross tab reportContent Hi, Please see screenshot below. Where it says "no value", I am using the following: nvl(concat(tasks.status_id, ' / ' , tasks.pct_complete),'-') However, it's s…User_2025-02-03-19-49-57-702 51 views 4 comments 2 points Most recent by User_2025-02-03-23-55-43-518
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Remove '& nbsp' from incident text in the reportContent Hi all, We created a report for incident responses using 'threads.note' column. Every thing is good, only problem is, in the report, it is showing, blank lines a…User_2025-09-05-00-11-37-622 234 views 4 comments 2 points Most recent by User_2025-09-05-00-11-37-622
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Why is rel_date_diff so crippled?Content We've several hundred teams all with different schedules and hours of operations. Many of the managers want us to calculate “Time to resolve” excluding Nights an…
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Can a report display the rich text stored in a field (instead of HTML tags)?Content Is it possible for rich text stored in a Data Field to display as rich text in a report? For example: The answers.solution Data Field stores rich text as HTML ta… -
Can we schedule a report to be delivered to FTP server?Content Hi, Is there any option to schedule a report to other than email? I need to deliver a report on a daily basis to FTP server. Can this be achieved? If not FTP, wh…
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Does a custom report have a URL or other way to share it?Content I am wondering if a custom report in OSC has a URL that identifies it, similar to the way documents in SharePoint Online have a distinct URL that one could share…
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Fetching Mapped Workspaces for All ProfilesContent Hi, I'm trying to generate a report in Rightnow which shows all the profiles and workspaces mapped to each profile. In that report, I need following 3 details. 1…
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Merging 2 text areas in a report column.Content Hi All I am trying to merge 2 text area fields into one column in a report but I am getting "expecting non-blob, found blob" error. Is what I am trying to do imp… -
Dashboard > Reports are being open in the same spaceContent I have a dashboard and around 06 reports are placed on it. Now i have configured drill downs and when i click on a drill down then the next level report is being…
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Calculating time spend to close an incidentContent I need to calculate the time being spent on an incident( excluding non working hours, waiting for customer etc). I followed this post:https://cloudcustomerconnec…
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Calculating Row Wise SumContent Is it possible to have row wise Sum just like we have column wise? I could not find the right configuration method to do that. Please screenshot of my report. co…
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How to access button in the report associated to child object view from parent object.Content We have a view(object1) under Asset object to which a report is associated. I need to disable the Delete button in the view based on the parent object(Asset) sta…User_2025-02-03-19-26-32-915 27 views 7 comments 2 points Most recent by User_2025-02-03-19-30-01-975
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date_diff does not appear to work on dates past 01/01/1970Content Hi All, As many will know, for a long time the date and date/time fields in OSvC would not accept dates prior to 01/01/1970 due to them using UNIX time and seemi… -
Export/Import From Test to ProdContent Hi All, We are in the middle of moving our configuration from our test environment to production environment for initial go-live. We exported and imported custom…User_2025-02-03-19-29-58-097 33 views 1 comment 2 points Most recent by User_2025-02-03-19-25-29-971
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Incident Closure Using Knowledge (Knowledge Advanced) - Analytics Cookbook RecipeContent Incident Closure Using Knowledge (Knowledge Advanced) Insight into Volume of Incidents and Use of Knowledge in Closing Incidents Author: Shripada Hebbar Difficul…
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Joining Contacts and Accounts table on email addressContent Is there a way to join Contacts and Accounts in a report? I can do it in Excel with two different reports, but looking to try with just one. Essentially, we have…
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Count how many incidents hit a specific queue firstContent SO, not sure how I'd do this without resorting to PHP I need to count how many incidents's first queue was 'X' - just a number. An incident could have obviously …User_2025-02-03-19-49-57-702 25 views 7 comments 2 points Most recent by User_2025-01-30-19-06-33-073
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calculate running balance?Content I'm trying to get a report to compile a running balance. I have custom fields to capture all the data, and I know I need a custom script for the calculation, but…User_2025-02-01-08-46-19-550 61 views 19 comments 2 points Most recent by User_2025-02-01-08-46-19-550
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Change Date Format in reportContent Hi, I was trying to change the date format as 01-May-2017.I tried changing configuration setting the date format was changed in workspace but it was not reflecti…
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How to report on Archived incidents sent with Attachments?Content Hi everyone, wishing you a nice weekend. I have a requirement to report on all Incidents sent from OSvC with an attachment in January 2017. I checked and the Arc…User_2025-02-03-16-51-39-328 52 views 4 comments 2 points Most recent by User_2025-02-03-16-51-39-328
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Finding Contacts, not attached to any incidentsContent Over the time we have collected thousands of contacts through them contacting us and thus creating incidents. As part of the data protection we have been seperat…