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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 … -
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… -
File format and extension of "file name" don't matchContent When we schedule reports in the format of Excel Attachment, we always receive an warning when opening in Excel. The error reads that the file format and extensio…
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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? -
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… -
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… -
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… -
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(… -
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…
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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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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… -
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… -
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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Typing Expressions so Slow in Windows 10Content Does anyone else experience the slowness of typing in Column Expressions in a report using Windows 10? The longer the expression gets the slower it becomes. Writ… -
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… -
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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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…
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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…
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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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Customer Portal Login StatisticsContent Hi everyone, Are there any out-of-the-box reports to show Customer Portal sign-ups, login statistics, etc.? I have searched the entire Reports Explorer and have … -
Day of Week Report - Removing Alphabetical OrderingContent Hi everyone, I have attached a picture of a custom report I have built to show the number of chats requested, by day of the week, for any date range. However, wi…
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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.…
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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… -
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…
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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…
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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 … -
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 … -
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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Calculate Last Assigned to first Changed StatusContent Looking at the inc_performance.intv_type I only can find the "Last Assigned to Final Resolve". But not Last Assigned to Status changed. I like to calculate the t…
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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…