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Reporting & Analytics for B2C Service
Discussion List
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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… -
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 …User_2025-02-03-22-12-27-452 24 views 4 comments 0 points Most recent by User_2025-02-03-22-12-27-452
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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…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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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 …User_2025-02-03-16-20-21-531 22 views 2 comments 0 points Most recent by User_2025-02-03-22-12-27-452
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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 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 …
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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… -
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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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 … -
Historical Reporting - Open Incidents at Certain Point in TimeContent Hi all, I've searched the forums but have not really been able to find an answer to what I need. I know looking at snapshots of data is impossible but I am tryin… -
Can we get a report to see incidents created after a user looks at an answer?Content We can see how many incidents were created after customers view an answer, which is useful, but what I'd really like to see are the incidents they created after …User_2025-02-03-19-13-16-885 42 views 13 comments 0 points Most recent by User_2025-02-03-19-13-16-885
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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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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 … -
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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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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A version change processContent Hi everyone, good afternoon! I have a problem with RN, I try to create a customized field but when I save it comes a message saying that the tool is in a version…
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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