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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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KB Effectiveness report article effectiveness through timeContent Hello, I was wondering if anyone has created a report that allows the comparison of the effectiveness of articles through time, i.e., 2015 vs 2016, etc? Version … -
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… -
Report to calculate Trend for inflow, outflow and backlog for a specified time periodContent Hi, Could someone please help in calculating trend for inflow, outflow and backlog of cases for a specified time period. Thanks in Advacne Regards Chaitanya Vers…
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Filtering for last 12 hoursContent Hello, I am working on a pretty basic report that tells me which cases came in during the last 12 hours. I am using the Incidents.Created field for the date/time…
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Using column total in calculationsContent I'm sure there is an easy solution for this, but I feel like I am tilting at windmills now. I have a cross tab report that breaks down chats by hour intervals, g…User_2025-02-03-19-02-06-857 58 views 2 comments 1 point Most recent by User_2025-02-03-20-37-52-959
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How to exclude holidays from a report showing a weekly / daily average volume of incidentsContent I have a report which shows the average number of incidents per day. I need a way to write the daily average column so that it excludes days which are configured…
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Invalid object name: rulesContent How to query the rules table in RightNow Oracle Service Cloud? The data dictionary lists a "rules" table. I tried querying it with The Connect Object Explorer bu…User_2025-02-03-18-52-22-449 25 views 5 comments 1 point Most recent by User_2025-01-30-19-06-33-073
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Updating/Removing Categories - Any Impact on Reporting History?Content We are getting requests to update/remove some of our Program/Dept categories and want to ensure that this will not cause any issues with reporting down the road.… -
Cannot Open Opportunity from ReportContent I've been banging my head against the wall for a couple of days on this one. I have a couple of reports I created a while back that show a table of our opportuni…User_2025-02-03-18-15-20-995 24 views 2 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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tell if notifications were sent to subscribers when an answer was updatedContent Is there a way to tell if notifications were sent to subscribers when an answer was updated? If the publisher forgot to choose from the Notify Subscribers dropdo…
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Scripts in ReportingContent Is there an easy way to find out which (custom) reports have scripts? Looking into the Data dictionary it says the table Scrips (ac_scripts) (id 168), but I can … -
Chat Average Time to AbandonContent I see where historical reporting provides Average wait time to get an answer, but we would like to see Average wait time to abandon. This would be a date differe…User_2025-02-01-08-49-49-892 27 views 4 comments 0 points Most recent by User_2025-02-01-08-49-49-892
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Multiple drill-down levels in your report from the same outputContent I'm looking to create a report that has a summary, and then when you click on items in the summary it launches into different drill downs. So: Product Number of …User_2025-02-03-16-56-48-238 26 views 6 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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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:… -
Transactional report (Matrix) results by Incident NumberContent Hello everyone, Do you know if there is a way to generate a report representing results of a matrix - type transactional survey by incident number. I mean the in…
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External Screen Pop Port Field MissingContent Hi, I am looking to create a report that shows what values we currently have assigned for each agents External Screen Pop Port. The field shows up in the Account… -
Missing results for non ticket closersContent HI all I am created a report of my team, the report contains “SA”, “number of tickets closed” based on a date range. The issue i am having is, I only get SA’s th…
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Alternative to using 'FIRST' and 'LAST' in filtersContent Hi there - I'm wondering if someone might be able to help me with this. I have two incident 'types' - call them 1 and 2. I need a report that shows me only conta…User_2025-02-03-18-15-18-780 26 views 5 comments 0 points Most recent by User_2025-02-03-19-31-14-086
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Filter out contact list by disposition of last incidentContent Hello, I’m completely new to Rightnow and don’t have a development background. I’m working for a charity and slowly picking things with a lot of help from this f…
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Report Date in Scheduled Report Subject or AttachmentContent Hello, Is there a way to have the date of the report included in the Subject of a scheduled report? Also, is it possible for the name of the attached report (in …User_2025-02-03-21-55-10-979 44 views 4 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Questions Avoided- Smart AssistContent Is there a way to add a product filter to this report? Our Ask a Question page requires the customer to choose a product before submitting a question. I don't se… -
Desired Analytics Cookbook Report RecipesContent If you're thinking about contributing to the Analytics Cookbook but aren't sure what report you could add, we’ve provided a list of report recipes that we’d love… -
How You Can Contribute to the Analytics CookbookContent Do you like the Analytics Cookbook? Are you picking up some new skills? Do the use cases have you thinking about new reporting possibilities you previously had n…
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Export data from a Drill down reportContent Hi all, I am using a drill down report which show data based on a fliter and group filter (level) My requirement is to export all the drilldown data which is not…
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Filter out duplicate reference numbersContent We have a report that displays the Reference Number, status, created by, assigned to, details (Custom Field) and date created. We have run into a situation where…User_2025-02-03-17-15-57-451 35 views 4 comments 0 points Most recent by User_2025-02-03-17-15-57-451
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Formula to subtract one column total from another column not working if one is zeroContent I want to create a formula that calculates chats offered minus chats abandoned inUser_2025-02-01-08-49-49-892 30 views 4 comments 0 points Most recent by User_2025-02-01-08-49-49-892
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Adding custom text above search fieldsContent Hello dears, We're creating a custom Contacts search report and we were wondering is it possible to include a text above the search fields when searching? Basica… -
Consolidated Dashboard - Analytics Cookbook RecipeContent Consolidated Dashboard Rolling up various KPI metrics in a common view Author: Mehrzad Kootar Difficulty rating: (Intermediate) Target persona: Managers, Supervi… -
Importing Analytic Cookbook RecipesContent Hello, I'm having issues importing the xml files from the Analytic Cookbook Recipes. I keep getting the attached error. Is there something that I'm missing? Vers…User_2025-02-03-22-35-27-600 57 views 1 comment 0 points Most recent by User_2025-02-01-08-58-47-501
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Filtering out old recordsContent hi all, I am stuck with creating a report based on data on a custom object. The custom object is related to opportunities table where we keep the history every t…User_2025-02-03-20-11-07-340 23 views 3 comments 0 points Most recent by User_2025-02-03-20-16-45-224