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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Calculate Time Elapsed, excluding Close of Business HoursContent Hello! I am trying to add a new column to a queue report, which our agents use to view all tickets in a particular queue. I would like this new column to calcula… -
Report on answers read by agentsContent Hi there, Have created a report that should show the answers that have been read by agents (using the Customer Portal). What happens is that we created a customi… -
User Login Activity - BUIContent When agent logs into the console application an User Transaction of type login is recorded. But this doesn't happen when the agent logs in through the Browser UI… -
Previously assigned accountContent Hello everyone, Is there an expression in Data Dictionary of any table that can "bring" to a report's column the previously assigned account of an incident? Than…User_2025-02-03-19-48-43-179 37 views 3 comments 0 points Most recent by User_2025-02-03-19-48-43-179 -
Escalated Reports and ChartsContent Hi All, i have situation where i want to show the Escalated reports and charts of incidents. How can we acheive it ? Thanks and Regards, Ali Version Oracle Servi… -
Variable within a variableContent I'm trying to build a report with rather large amounts of merge text in the fields and so using variables for some of it (type=replacement value). What I could r… -
Chat ReportContent Hey guys and gals, I was wondering if you all knew of a OOTB report that allowed me to see when agents were available or not available during a specific time fra…User_2025-02-03-19-20-35-072 23 views 6 comments 0 points Most recent by User_2025-02-03-20-01-41-735
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Report to show only Tickets from Contacts w/ Multiple Open TicketsContent I am rather new to building custom reports, so please bear with me if I am not using correct terminology. I'm attempting to make a report that only shows tickets…
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Report in Workspace of object whose ID is being used by WorkspaceContent I'm having a hard time achieving this one and I'm hoping it's really something silly that I'm overlooking. Here's my situation. We are using the Opportunities mo…
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Report Expression - Fowarded IncidentsContent Hello, I'm trying to get a visual marker on incidents that have been forwarded. I know I'm supposed to use transactions.trans_type in the report expression, but …
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Hw do you find the original contact of an incidentContent Hi, We have some incidents that are saved under a default email if they are unable to login on our pages. The agent then helps them, and reassigns the incident t…
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variable in the subject of a scheduled reportContent Hi all, does anybody perhaps have a solution to the following issue? I set up a report, and I schedule that for a particular time per day. However, to differ bet…
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Show English summary for meta level reportContent Hi, We have 20+ interfaces using different languages. For content maintenance we run reports by meta so we can see if a meta answer is effective, etc. At the mom…
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Expresssion guidance - Syntax for ORContent Hello, I'm looking for some help or guidance on where I can find the syntax for writing more complex expressions for column definitions, making custom reports. U…User_2025-02-03-22-21-24-745 23 views 2 comments 0 points Most recent by User_2025-02-03-22-21-24-745
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Finding all reports where Add-Ins are usedContent Hello, Does anyone have a recommendation on how to find all reports that have a linked action to an Add-In? Thanks, Cheryl Version Service Cloud Feb2016User_2025-02-03-20-25-53-517 22 views 2 comments 0 points Most recent by User_2025-02-03-20-25-53-517
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How to display knowledgebase by Keyword only not by PhrasesContent I am trying to set up knowledgebase in a new way where Answers are grouped into sections. To do that, we removed all keywords, and replaced them with 1 keyword. …User_2025-02-03-20-38-38-926 23 views 3 comments 0 points Most recent by User_2025-02-04-10-01-39-775
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incidents table not showing latest resultsContent Hi, When I query the inbuilt report "incidents" I can see a lot more incidents created sorted by the creation date desc. But when I try to create a new custom re…
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Article Helpfulness Rating BenchmarksContent I recently moved into a role where I'll be using article helpfulness ratings as a component to drive our organization's self-service strategy, and I'd like to ge…
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Is there an Out of the Box report to see chat transfer volume?Content Hoping someone can shed some light into if there are any OOTB reports available to see chat transfer volume from one queue to another queue? If not, how else do …User_2025-02-03-17-18-46-485 35 views 3 comments 0 points Most recent by User_2025-02-03-19-34-11-405
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Failure Summary/Details for Scheduled Reports?Content Has anyone used this report? I'm trying to see if there is a way to capture "SCHEDULED" reports that have failed within a set time frame. This OOB report appears… -
Getting agent profile to Queue AssociationContent In our application, we are using the following RESTful API to retrieve a user account. https://ppppp.rightnowdemo.com/services/rest/connect/v1.3/accounts/7 Our g…User_2025-02-03-17-35-22-635 45 views 1 comment 0 points Most recent by User_2025-02-03-22-20-20-973
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Exception report when incident updated X timesContent Hi everyone I would like to create an exception notification (ideally sent by email) when any incident is updated X times (probably 2) by the customer. I would l…User_2025-02-01-08-29-25-648 28 views 1 comment 0 points Most recent by User_2025-02-03-22-20-20-973
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Report showing incidents closed by agent vs incidents closed via Multi-EditContent Hello! I want to create a simple report that lists incidents closed by agents vs by incident multi-edit. I am aware of the Audit Log report and tried to reverse …
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Start Time Pervoius day at 6pmContent Hi ALL When i run my report on any day and time, I need the start time to be previous day 6pm. If i started my shift at 12 midnight i can use 0 day rounded in my…
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Expired Incident reference #Content For incidents that are created due to a reply to an old incident that has been closed past it's threshold- Can I create a report that shows the new incident refe… -
Drilldown links not working in custom reportContent Hi, I have created a report which tallies up agent productivity over a specified time frame. There are 5 columns which each have a drilldown level associated to …
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filtering with Incidents.i_id versus incidents.ref_noContent I have a few reports that run without problems when I filter by the incidents.i_id field, but not when I use the incidents.ref_no field. Is there a way to add th… -
Report to pull chat in 15 minute incrementsContent Hello everyone, Brand new to the board here but I have a question that maybe someone can help with. I am trying to make a report that will show me chats offered …User_2025-02-03-22-26-24-900 14 views 1 comment 0 points Most recent by User_2025-02-03-19-31-14-086
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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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Search effectivenessContent Hello, I'd like to report on a few things to see how effective our search is. All I can find as standard reports list the keywords. We use those too but I need a…User_2025-02-01-07-03-13-295 25 views 7 comments 0 points Most recent by User_2025-02-01-07-03-13-295