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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KB Analytics presentation from Texas User Group meetingContent KB Analytics presentation from TUG meeting -
Understanding Trends from ThreadsContent This holiday season I have been busy trying to find issues based on what customers are emailing and chatting with us about. I been successful in the sense that a… -
Display No.of Incidents ColumnContent Hi, In Contact Workspace, there is an Incidents sub-tab that will show the list of incidents associated with that Contact. Now, I want to display a separate colu…
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Average Handle Time for individual agentContent I'm trying to create a report that will show me each individual agent's AHT for chat. I started with a canned report that was intended for showing the AHT for a … -
Combine a custom Yes/No field to an existing Exception ExpressionContent Hello, Currently in several of our reports related to incident, we have an Exception that changes the type of a row in the report if the incident has been Escala…
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Basic incident report containing the agents "Last Response".Content I'm creating a report that shows open cases, and want it to include the text of the last response sent to the customer. I'm pretty sure that the field exists, I … -
Answer stats for private answers only viewed in consoleContent In our process, we have the knowledgebase for internal use only, visible only to our CSR/agents. That is, all answers are private and can only be searched and vi…
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Using one search input for multiple fieldsContent Hi All, I'm trying to create a search that has one input but searches multiple fields. In my example, I have a search input of "Cust. Service Rep." It's meant to… -
Charting Group TotalsContent Hi All. We're using the Opportunities module in OSC. We have a few custom fields that we've added. One is a pull-down menu that we call "Probability" and it has …
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Bug on Oracle Report: Co-Browse Summary Report ID 193 - SolutionContent Hi All, We have a customer who is using the Livelook / OSvC Co-browse on their Service Cloud Implementation. Looking at the reports we appear to have identified … -
nested aggregations - just another calculation of first resolution fix rateContent Hi, I just want to build a custom report calculating our view on first resolution fix rate. From business perspective the incident has a first fix when the incid…
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Chat Summary Charts (Arrivals, Wait Time and Session Time) - Analytics Cookbook RecipeContent Chat Summary Charts Arrivals, Wait Time and Session Time Author: Helix Business Solutions Difficulty rating: (Intermediate) Target persona: Chat Supervisors & Ma… -
Reports showing origin of syndicated widget OR inventory of sites that have codeContent Is there a report that shows what URLS are "referrals" using the syndicated chat widget? I see the reports posted in the documentation but they don't know the pa… -
Reporting on multiple Phone number fieldsContent We are having a problem with contacts putting in the same phone number in multiple phone number fields (Home, Mobile, Office, ect.). This is causing routing prob…
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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… -
ClickStream Table - What does it all meanContent I am unable to find information to describe the various fields in the clickstream table and what they might bring for my reporting. The Data Dictionary has very …
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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 -
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…
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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 …
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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… -
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…
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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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Resolution Count within 48 hours in Queue Effectiveness reportContent Hi everyone, I am attempting to customize the Standard report: Queue Effectiveness to include a column for Resolution Count within 48 hours and resolution count …
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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…
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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…
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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…
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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 …
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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… -
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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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…