Reporting & Analytics for B2C Service
Discussion List
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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… -
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… -
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… -
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…
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Filter Not Using IndexContent Hello All - I have a report containing a single table (thread) and a single required runtime-selectable filter (threads.entered >= ****). Analyzing the report re…
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Create incident from "Social Monitor" report and assign productContent When we create an Incident from the "Social Monitor" report, there is not a Product assigned. Can these reports be edited or changed to accomplish this or do we … -
How to embed logs in reports?Content Hi All, I would like to embed logs inside reports. I have a standard report by name - Web Visits and has come custom script embedded inside it. Would like to pri…Pramod Vasudeva Murthy-80436 34 views 8 comments 0 points Most recent by Pramod Vasudeva Murthy-80436 -
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 in
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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… -
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…
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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…
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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… -
Top Keywords Trend - Analytics Cookbook RecipeContent Top Keywords Trend Show the trend of todays most used keywords Author: Bastiaan van der Kooij Independent Oracle Service Cloud Consultant Difficulty rating: (Adv… -
Need Customer's email instead on Full Name in chats_rtContent Hi, We have a requirement of presenting the email address instead of the full name in the Chats - Real Time report. Kindly let me know how I can do that, since t…
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Record Limit 10000Content Is there a way when pulling reports to set my Record limit to a higher setting? I'm really wanting to put this record limit to 50,000 or even 100,000 per page...…
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Setting the conditional formatting for a whole row rather than just a particular cellContent Is it possible to use conditional formatting in a report to highlight an entire row if a column in a row has a particular value? It seems like I can only format …
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KCS Answer Citations By Author - Analytics Cookbook RecipeContent CITATIONS BY AUTHOR Knowledge-Centered Service (KCS) Author: Jeff Elser Difficulty rating: (Basic) Target persona: Authors, Managers Ingredients: 3 Tables (answe… -
KCS Answer Citations By Group - Analytics Cookbook RecipeContent CITATIONS BY GROUP Knowledge-Centered Service (KCS) Author: Jeff Elser Difficulty rating: (Basic) Target persona: Authors, Managers Ingredients: 4 Tables (answer…
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Analytics/Reporting Functions With ExamplesContent Hi, I have been creating reports in the RightNow CX by using the functions but most of the times its hit & try because I can’t find list of all functions with th… -
Sorting Reports by YearContent Hello dears, We have a custom incidents report that needs to be sorted by latest incident created on top. I've clicked the small arrow next to the creation date … -
A Way to Add Notes to Custom ReportsContent We have a LOT of reports that have been customized. Is there a way to add notes about the report (why it was created, when, who requested and other pertinent inf… -
Pop up report with Quick Search abilityContent We use popup report by URL for integration with CTI. CTI call a URL with parameters of report id and contact phone number, which is defined as a filter in the re…
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Need a way to exclude holidays from my weekly incident volume averageContent I have a custom report that contains these columns : Week start: date_group(stats.stat_date, $date_grp_param) Total chats: sum( stats.new_incidents ) Daily Avera… -
Report to show customers new to ChatContent Hi everyone! Can anyone think of a way to report on customers that are new to chat? We currently do not require that our users log in to our site (that will be c…