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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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 20 views 2 comments 0 points Most recent by User_2025-02-01-08-40-26-447 -
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… -
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 61 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 49 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… -
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 27 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 21 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 41 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
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How to check when was the last time any contact access customer portalContent I need to to check when last time my RNT contact accessed Customer Page, or when was the last time they logged in on Customer Portal ? Version 2016User_2025-02-03-19-32-08-953 25 views 1 comment 0 points Most recent by User_2025-02-03-19-32-08-953
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Report Scripting - How do to determine no rows returnedContent Does anyone know how to use report scripting to check for no rows returned. I want to have an if statement that says If NO Search results (i.e. no rows returned)…
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Report on Agent Time Worked on an Incident when not First AgentContent Hello, I have a need to show the team performance of agents who are at the top of our customer service chain. Our usual workflow is that the first tier of suppor…User_2025-02-03-18-33-19-109 31 views 2 comments 0 points Most recent by User_2025-02-03-18-33-19-109
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Converting date/time to date and then comparingContent I have a customer who's SLA is in days, not minutes. If the due date is 10/27 @ 11:00, it doesn't matter if we complete at 11:00 or later in the day. Essentially…User_2025-07-18-10-10-26-596 34 views 2 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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Showing the Mailings body in reportContent Hi, How to add Mailings body in the report. I found the "Outreach Activity" Report. However, it is having like a link on click of link it is giving body. But, My… -
Show value based on ProfileContent Is there a way to use knowledge of the logged in user to show a value. For example, I only want to show a value in a column if the user is part of a certain prof…
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Monitoring Replication DelayContent Does anyone know of a way to monitor replication delays via reporting? I don't think there is a easy way to look at a table and field, but was wondering if anyon…
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Declined and re-routed conversations like we can with acceptedContent Hi, Do we have a report on declined and re-routed conversations like we can with accepted (Accepted Interactions)? Searched for the same and could not find any. …
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Avg Chat Time reportContent Hi, Is there a report that shows the average time spent on a chat broken out at the agent level? Thanks, Vignesh
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Report Backup?Content Anyone have any tips on backing up reports? Do you create a "master" directory within OSC and retain the folder structure or are the reports exported to an exter…
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Report on when incidents move queues, by whom, and status upon transferContent Hi, We are trying to create a report that will tell us when an incident is moved from one queue to another, by whom and the status it was given upon transfer. At…
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Report on Chat TransfersContent Hi, Wanted to check if there was an out of the box report that shows where an agent transfers a chat to? For example, if someone transfers a tech chat, can we se…
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1st Response & Time in "Pending Customer" or "Waiting"Content Good morning everyone! I have made some serious headway on my reporting skills however I've run into a wall with this one. I have two questions today. 1. I need …User_2025-02-03-18-36-38-730 59 views 1 comment 0 points Most recent by User_2025-02-03-19-31-14-086