Reporting & Analytics for B2C Service
Discussion List
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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… -
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… -
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…
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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 … -
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 … -
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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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 Feb2016 -
High number of declined chatsContent HI, We have a report which queries the "Account Queue Statistics" report and fetches the Interactions Declined for a particular time period. We found that this n…
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Lookup values in report filterContent I want to create a report where I select an account from a drop-down and where RNOW displays the number of incidents closed by that account + the number of incid…
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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… -
How to easily monitor customer portal users' web visit activity when an incident is NOT involved?Content Is it is possible to view customers' use of our customer portal per visit, regardless of whether they submit a question or initiate a chat? I'm familiar with the… -
Dashboard Charts Do Not Display Correctly In Scrollable ModeContent I am trying to create a report that has a tab with multiple charts in the same tab. When I use the Screen Display option, the chart correctly fills the width of … -
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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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…
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Incident Arrival Patterns (30 Day Graphical Rolling Avg by Hour) - Analytics Cookbook RecipeContent Incident Arrival Patterns Past 30 Day Avg Create Rate by Hour Author: Larry Chien Difficulty rating: (Intermediate) Target persona: Call Center Manager, Workforc… -
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…
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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…
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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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Contact Search: One filter field will be used for name and surname?Content Hi all, I want to put a single filter field in a contact search report and want to return results with either firstname or lastname will contain/equal to that fi… -
Modify filter to apply multiple like operatorsContent Hi all, I want to extend a report filter to return values for multiple cases as follows: Suppose in firstname filter, when customer types "alex" I want to return…
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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 …
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Dynamically passing filter values using custom scriptContent Hi Gurus, I am able to fetch filter value of report into custom script using below syntax. $ value = $params["search_args"]["search_field0"]["val"]; But my requi…
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Hide Rows While Using Date_GroupContent I have an interval report that has a row for every hour of the day (column A). I'd like to hide the rows where column B is null. I'm able to do this until I use … -
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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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… -
visitor_pages data retentionContent Hi, When I checked the visitor_pages table in my report, only data from the past two weeks is available for this table. Is that the expected behavior? Is it poss…
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How to show Queue IDs?Content Hi All, This is a very generic question but I do not know the answer. How do we show only the IDs in report? For eg - fields of Incident Queues, Status and menu …Pramod Vasudeva Murthy-80436 21 views 4 comments 0 points Most recent by Pramod Vasudeva Murthy-80436 -
Is it possible to see if a customer has received / opened a reply to an incident?Content We have noticed an increase in customers who say they have not received a reply to their question, even though a reply has been sent. We advise to check spam/jun…
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Issues with 'Create to Initial Response by Agent' reportContent Hi, I have created a report which gives us the date an incident was created along with the initial response time and a calculation of how long that time was. How…
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Files attached to Answers: Number of downloads?Content I know that you can run a report to find out how many times an answer was hit within any particular amount of time, but does anyone know if there's a way to dete…