To ensure that questions get required attention from community members and are NOT left unanswered, it’s important for the author to indicate (by selecting “Yes” or “No” when prompted) whether the question was answered. (newly added) Please note that it is also important to respond to EACH comment your question receives. Your Yes or No response ensures an accurate status for your question.
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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How can I find where hits to an answer coming from?Content I need a report to show where hits are coming from on an answer. Does anyone have a report to show this information? Thanks, Corine Version Service Cloud, Custom…User_2025-02-01-08-18-48-897 30 views 2 comments 1 point Most recent by User_2025-02-01-08-18-48-897 -
How to show a report as soon as Agent logs inContent Hi All, Is it possible to show a report (my inbox) as soon as the agent logs in without having to manually click the 'my inbox' report? I have set 'my inbox' as … -
Using variables in scheduled report namesContent I have a customer who is asking for scheduled report output to include the date in the name of the report output file. As far as I know, the name of the output f…User_2025-02-01-08-47-41-616 32 views 1 comment 0 points Most recent by User_2025-02-03-20-10-42-447
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Trend notificationsContent HI All, Is it possible to notify the CC Supervisor / Floor Manager, when there is a sudden trend change in call / email / chat inflows? (e.g. particular issue/pa…User_2025-02-03-18-29-17-316 24 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224
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Report on Distribution of Sales Chat requests for North America on a 24 hr scaleContent Hi, Do we have an existing report on the distribution of Sales Chat requests for a particular profile/group on a 24 hr scale? Like in a stacked bar chart that st…
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How to get Account manager name in Reports.Content could some please help me on how to get account manager name in reports. i was using account.manager but it is giving manager id, i need to show manager name. Th…User_2025-02-03-21-49-07-595 22 views 4 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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Report Width - ScrollableContent I have several reports that have a lot of columns. These reports squeeze all the columns together to fit in the screen rather than give me the best fit and a scr…
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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 …
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Abandoned Web chat wait timesContent Hi there We are trying to identify how long customers have waited for before abandoning their chats. Can anyone tell me if this can be done and what field/s we'd…User_2025-02-03-16-25-59-941 18 views 2 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Scheduling a report to send only if the report is NOT blankContent Hi guys, I've set up a custom report that is scheduled to be emailed to me every week to remind me to call certain customers based on a date in their contact rec…User_2025-02-03-18-15-18-780 55 views 3 comments 0 points Most recent by User_2025-02-03-18-15-18-780
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How to show if a Case is "new" on My InboxContent Is there a way to show if a case is "new" on the My Inbox view? Are you able to use functions with the Conditiional formatting? If so we could do something like …User_2025-02-03-16-13-36-190 25 views 1 comment 0 points Most recent by User_2025-02-03-23-55-43-518
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Set URL of Web Browser Componet via ScriptContent I want to build a dashboard to use the web browser componet (ID 12950), but I need to set the URL ($URL) via a dynamic value I am calculating in my script. Is it… -
Pass Variables to Custom ScriptContent I have found other posts on how to pass filter values to a custom script, but does anyone know how to pass variables. Example - User enters a value into an ad-ho…
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SLA/Holiday Reports?Content Is this data available via Reporting - Would like to create a report listing the SLAs and their assigned holidays. Thanks, Joe Version Feb 2015 -
Avg/Total Handle Time by Supplier (Organization)Content Hello, I am working on a report that requires the Avg. Total handle time by supplier. How is this calculated? I copied the following formula from a different rep…User_2025-02-01-08-40-26-447 18 views 2 comments 0 points Most recent by User_2025-02-01-08-40-26-447
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Capture complete page name in ReportingContent Hi, We have a requirement where the user needs a report on the web page url and the page name (the Omniture Value). I can see that the webpage url value can be g…
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Errors when opening reports with slices in Aug16 SP1Content We are currently performing our UAT on the upgrade from May16 SP4 to Aug16 SP1. Several of our key reports are erroring with the below when opening or viewing it…
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Survey Choice Response RateContent In the above report, The percent is calculated based on the total number of responses for the entire period. For example if I run this report for 6 months and ch… -
Adding intermediate new Row in ReportContent Hi All, I have a report which will returns n number of rows and the number of rows in report will vary each time. I want to always append new row in that report …User_2025-02-03-19-28-13-393 30 views 0 comments 0 points Most recent by User_2025-02-03-19-28-13-393
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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…User_2025-02-03-19-32-04-846 59 views 1 comment 0 points Most recent by User_2025-02-03-17-50-44-097
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Unset rows in reportContent Hello Gurus, I have a requirement where i need to Unset rows using using custom scripts. Can it be possible? if yes, can you please help me with proper syntax. B…User_2025-02-03-19-32-04-846 47 views 2 comments 0 points Most recent by User_2025-02-03-19-32-04-846
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Impact of DST on ReportsContent Hi! I can find limited information on this and hope someone can give me a better idea of the intended behavior. We are in EST and this past weekend we have the d…
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Definition Needed for Response Time ReportContent Anyone know which definition I should use if I want to find out the 1st response time after an incident is assigned to a rep? I'd use the normal 1st response def…User_2025-02-03-18-36-38-730 26 views 3 comments 0 points Most recent by User_2025-02-03-18-36-38-730
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Search Incident by Reference Number without Hyphen (-) or any Phone number with dash or HyphenContent Hi Team, We have business requirement where our business want to search Incidents by Reference Number without putting Hyphen (-) character. As an example In Inci…
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Concurrent ChatsContent Hi folks, I have been tasked with working out the average amount of chats handled at a given time. We cap at 4 (our max number an agent can be working on at any …User_2025-02-01-08-41-48-500 19 views 3 comments 0 points Most recent by User_2025-02-03-22-20-20-973
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Can OSC accept Tableau connections?Content We've started using Tableau (9.3) for reporting of other product metrics and I thought it would be awesome to be able to present my OSC 'story' through Tableau's…User_2025-02-03-20-43-46-497 42 views 5 comments 8 points Most recent by User_2025-02-11-13-34-45-342
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Product/Catagory/Disposition LIstContent Is there a report out there that can show me all the Products/Category/Dispositions in our system? We have been live for a year and would like to revisit these. … -
Custom Scripts and Report FormattingContent It appears that I cannot use exceptions or conditional formatting on columns that are set by custom scripts. Any workaround/tricks on this at all? We are current… -
Top most negatively rated answersContent Hi all, I'm looking for an easy way to report on the 10 most negatively rated Answers. I don't have much reporting-fu. I tried to run this one, as attached, but …User_2025-02-03-18-15-14-896 26 views 2 comments 0 points Most recent by User_2025-02-03-18-15-14-896
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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…User_2025-01-30-19-06-33-073 32 views 8 comments 0 points Most recent by User_2025-01-30-19-06-33-073