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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How to report on answers viewed external or internallyContent Hi. I would class myself as relatively new to reporting. Is there a way of reporting on whether an answer/article in the knowledge base has been viewed externall…User_2025-02-03-18-41-51-097 45 views 6 comments 0 points Most recent by User_2025-02-03-23-58-03-342 -
Reporting on Categories by IDContent I have created the simplest report to try to just see what ID's are associated to each Category. I'm trying to troubleshoot some code that is calling the incorre…
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On incident workspace, I want an report of all incidents for this contact, that I can click to open.Content On an incident workspace, I want to show all existing incidents for the contact associated with the incident. I have that working, where the filter is incidents.… -
Multiple Expressions in 1 Definition - Same Day ResolutionContent Hello all, Looking for some assistance and I am stumped. I want to build report definition that tells me if the incident was created and closed in the same day f…User_2025-02-01-08-53-30-666 37 views 3 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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Answers Created & Updated reportContent Hello all - We have several employees who propose answers in Oracle, but only 3 publishers who make the answer changes go live on the site. I need a report to sh…User_2025-02-01-08-18-48-897 17 views 2 comments 0 points Most recent by User_2025-02-01-08-18-48-897
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Formatting large numbers in Grid widget outputContent Hi all. I am using the Grid widget to output some report data, but the numbers being output are not honouring the report column formatting. How do I format large…User_2025-02-01-08-58-47-501 21 views 0 comments 0 points Most recent by User_2025-02-01-08-58-47-501
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Monitor client waiting time in chat session in Real TimeContent Hi, We know that there are some configuration verbs (FIRST_WARNING_TM / SECOND_WARNING_TM) that flags the agent workspace of an active chat session in yellow/red… -
Current Logged in a report filterContent Hi All, I'm trying to validate in a report filter what profile has the connected user, and depending on the current profile to show more rows o not. Is it possib…
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List of cases which is SOLVED less then FOUR hours since creationContent Hi All, Need some help in the reporting part. I want the total count cases which is SOLVED less then FOUR hours since creation? I want the total count cases whic…User_2025-02-03-19-26-34-681 23 views 4 comments 0 points Most recent by User_2025-02-03-19-26-34-681
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Contacts that Viewed Answer or Answer Viewed by ContactContent Hello, If we forced all users to log into our Knowledgebase could we generate a report with the following output Answer ID, Question, Date Viewed, Contact Email?…User_2025-02-03-17-08-02-219 41 views 1 comment 0 points Most recent by User_2025-02-01-08-58-47-501
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Possible? Show "Fill Inbox" command only if Inbox is empty (no unresolved incidents assigned)Content Dear Community, I have a question please. Is it possible to show the record command "Fill inbox" in a custom report "My Incidents" (Inbox) only, if the inbox con…User_2025-02-01-08-18-39-349 43 views 2 comments 0 points Most recent by User_2025-02-01-08-18-39-349
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Use comparison value to compare a single day with a range?Content Hi, I'd like to make a report that compares the number of chats in each 1 hour interval of a day, with the average number of chats in the same intervals of the p…User_2025-02-03-16-16-36-032 36 views 2 comments 0 points Most recent by User_2025-02-03-16-16-36-032
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Incidents with attachments showing multiple times.Content Hi, I have a report that shows all Incidents in all Qs. What I I am adding is the paperclip icon that is displayed next to the incidents that contain attachments…User_2025-02-03-16-51-39-328 51 views 1 comment 0 points Most recent by User_2025-02-03-16-51-39-328
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Column shrunk to 0 width, can't select it to increase it!Content Some of our staff are keen on a lot of columns in a report so that they can see them all once it's exported, this means that sometimes column widths accidentally… -
Exception Alerts to Assigned AccountContent I have 2 exceptions on an Incident report that fire when an Incident hasn't been updated in either 3+ days or 7+ days. Is there a way to send an alert to the age…User_2025-02-03-16-48-16-590 15 views 2 comments 0 points Most recent by User_2025-02-03-16-48-16-590
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create search report for multi match contacts in oracle righnowContent how to create search report for multi match contacts in oracle righnow? Version Oracle Service cloud- RightNow
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Reports accessible out side OSvC through a URL?Content Can we access (read only) the public reports outside OSvC via a URL. It should not ask for any logins/ authentication. If this is not supported out of the box, c…
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Unexplainable difference report figuresContent Hi there, To see answers that were visited I have two reports that show different figures for the same month (May 2017): The 'Standard Service Summary report' sh… -
Report On a Specific Date Range per columnsContent I am creating report with totals for specific date ranges through out the year. We want to combine it to one report instead of separate ones. Example. So on thes…
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Chat Total DiscrepancyContent I have 2 columns, each returning different chat totals and I'm not sure why. My columns are: * COUNT(chat_agent_sessions.chats_completed) * SUM(IF(date_diff(chat…User_2025-02-03-16-48-16-590 14 views 3 comments 0 points Most recent by User_2025-02-03-16-48-16-590
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Average answer time for emails repliedContent Hi everyone, I wonder if anyone has a report they can share that would do the following: I am looking for a quick way how to find out how many e-mails were repli…
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Getting undelivarable email from report schedulingContent thanks in advance, I am getting undeliverable email notification from schedule reports even if i removed the invalid email address in TO -
Nested aggregates question?Content Good Afternoon! I am trying to put a report together that shows the total spend for each agent. It would normally be a pretty straight forward formula of "sum(to…User_2025-02-03-20-32-49-592 10 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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Wait Time (Listening) calculation question on Chat reportContent Hi there! I have create a report (pdf of report and definition attached). I need help verifying that the column called "Wait Time/Listening" is calculating what …User_2025-02-01-08-18-48-897 16 views 2 comments 0 points Most recent by User_2025-02-01-08-18-48-897
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Cross-TabContent Hi, I am trying to find some documentation for the Cross-Tab function but am only finding rather general info (e.g. https://documentation.custhelp.com/euf/assets…
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Anyone used "Chat Agent Performance Intervals" in a report with luck?Content Hello all - I have another challenge for you - I am attempting to build a report OR add to an existing report the Chat Agent Performance Intervals. We need to sh…User_2025-02-01-08-18-48-897 21 views 1 comment 0 points Most recent by User_2025-02-03-20-31-45-958
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Reporting off a new site within the same interfaceContent We are currently going through the process of moving some of our content into two new categories which will lie on the same interface but will have two new sites…
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Specific time duration based on day of weekContent HI all Need some help with time/date, I am trying to creating a report with the following set up Shift 1 Shift 2 Shift 3 Incidents Closed Shift Times Shift 1 6pm…
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Convert and Sum a Text Field to a Time FieldContent I am attempting to Sum the total of Hours and Minutes of a text field for a report. The current text format is HH:MM. I need it converted into HH:MM numbers and …
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See what status an incident was at a particular dateContent Hi, So we have a requirement to count how many incidents had a status X at time Y. What's the easiest way to do this? I just need a figure - nothing more. My pro…User_2025-02-03-19-49-57-702 26 views 8 comments 0 points Most recent by User_2025-02-03-19-31-14-086