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Reporting & Analytics for B2C Service
Discussion List
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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… -
Track how many questions are solved via Smart Assistant?Content Hi All, Could we able to track how many questions has been solved through smart assistant widget if the customer has clicked the button as "My question is answer…User_2025-01-25-05-06-24-395 18 views 4 comments 0 points Most recent by User_2025-02-03-18-50-34-224
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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 …User_2025-02-03-16-48-16-590 42 views 11 comments 0 points Most recent by User_2025-02-03-19-31-14-086
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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 … -
Having a report display a queue even when there is no Incidents in the queueContent I have worked on the attached report for a couple of our clients (attached version slightly redacted) One of the objectives of the report is to list all of the q… -
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… -
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… -
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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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…User_2025-02-03-17-24-26-229 22 views 2 comments 0 points Most recent by User_2025-02-03-17-24-26-229
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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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Logged in / Logged offContent I've been asked to have a list of accounts that shows "logged in / logged off" for all accounts and then show the last time logged in (or off) I got somewhat ann…
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Get report data between a specific timeContent Hi all, How can i get the list of all the incidents created between a time interval everyday for a week (say from 7am - 7pm) I tried and but every time i have to…User_2025-02-03-19-34-17-802 26 views 6 comments 0 points Most recent by User_2025-02-03-19-34-17-802
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Insert value into field using Custom ScriptContent Hi All, I have a requirement for a report that calculates a value based on some pre-populated fields in the database and then inserts that value into a custom fi… -
Trouble using incidents.search_thread to match multiple termsContent Hi, I'm trying to set up a report to locate incidents where certain phrases have been used. I have several phrases I'd eventually be able to locate, but the exam…User_2025-02-03-16-16-36-032 33 views 11 comments 0 points Most recent by User_2025-02-03-16-16-36-032
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Detailed Contact Editor ReportContent I'm looking to create or modify an existing report whereby I can see which agent has edited what and when on a contact record. The current report that is in use …
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Conditional Formatting based on System Date to capture current weekContent Hello-- I'm creating a report where I need to define dates into buckets within the column. I have Assigned Account, Due Date, Count of Ref.No. as my three column…User_2025-02-03-19-37-18-427 49 views 3 comments 0 points Most recent by User_2025-02-03-19-37-18-427
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Exporting Hidden ColumnsContent Hi We are generating reports, with hidden columns, is there anyway to print or exporting them without un-hidding. I thought i read about this before but i can no…
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Assigned byContent I want to add a column to my queue report that will show me who was the incident last assigned by (basically who assigned the incident to me). Keeping in mind th… -
Agents available for Chat - Visual representationContent Hi, I've been tasked with creating a visual representation of agents available for chat. I think we can do this using a Gantt chart. As you can see from the char…
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products with no incidentsContent I'd like to get a report that list products that do not have any related incidents. Any ideas?
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Filtering against Logged In Account FieldsContent I think that this may be one for Kenny T's expertise. I am looking to create a report which it to pull information from the logged in account and use it as a fil…
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Show Errors from Custom Report ScriptContent Is there any way to see the errors generated by a custom report script somewhere? I saw a few posts that said this was possible, but I couldn't tell if they were… -
Definitions and functionsContent Hey Ya'll! So I am new to this, so please forgive me if this is a simple question that I cannot figure out. The definition of our chat service level states: sum(…User_2025-02-03-19-20-35-072 36 views 0 comments 1 point Most recent by User_2025-02-03-19-20-35-072
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Best way to count casesContent Hello, I'm a little stuck here... Can someone tell me what the best way to count the number of cases would be in Oracle? I've found about 10 different ways, each…User_2025-02-01-08-40-26-447 37 views 5 comments 0 points Most recent by User_2025-02-03-21-53-19-701
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Scheduled Report Export FormatsContent When you create a new schedule for a report, the drop down menu lists the export file formats available. However, when trying to create a report that includes th… -
Report to list accounts assigned to incident and chat queuesContent We have quite a few profiles and there is some overlap on incident queue or chat queues assigned to profiles. As staff turns over, I want to make sure we never e…
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Exporting results from Report Management?Content Is it me or is this not possible? Is there a way to ADD these options to the screen? Version FEB 2015
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Dynamic report based on the dayContent If want to create a report with dynamic filter. For example, lets take incident.created date field. If I run the report on monday, then report should fetch incid…
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Less than date filter including "No Value"Content I'm creating a report to show incidents with a due date in the current week and prior. I was able to accomplish this with using the expression as the date, opera…
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Scheduling Drill Down Reports?Content Hi all, Is there any way to schedule reports that have drill downs, so that all of the report information is sent on the schedule? I have a repot with two layers…User_2025-02-01-08-40-26-447 16 views 2 comments 0 points Most recent by User_2025-02-03-20-16-45-224