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 to display knowledgebase by Keyword only not by PhrasesContent I am trying to set up knowledgebase in a new way where Answers are grouped into sections. To do that, we removed all keywords, and replaced them with 1 keyword. …User_2025-02-03-20-38-38-926 23 views 3 comments 0 points Most recent by User_2025-02-04-10-01-39-775 -
incidents table not showing latest resultsContent Hi, When I query the inbuilt report "incidents" I can see a lot more incidents created sorted by the creation date desc. But when I try to create a new custom re… -
Article Helpfulness Rating BenchmarksContent I recently moved into a role where I'll be using article helpfulness ratings as a component to drive our organization's self-service strategy, and I'd like to ge…
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Is there an Out of the Box report to see chat transfer volume?Content Hoping someone can shed some light into if there are any OOTB reports available to see chat transfer volume from one queue to another queue? If not, how else do …User_2025-02-03-17-18-46-485 35 views 3 comments 0 points Most recent by User_2025-02-03-19-34-11-405
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Failure Summary/Details for Scheduled Reports?Content Has anyone used this report? I'm trying to see if there is a way to capture "SCHEDULED" reports that have failed within a set time frame. This OOB report appears… -
Getting agent profile to Queue AssociationContent In our application, we are using the following RESTful API to retrieve a user account. https://ppppp.rightnowdemo.com/services/rest/connect/v1.3/accounts/7 Our g…User_2025-02-03-17-35-22-635 45 views 1 comment 0 points Most recent by User_2025-02-03-22-20-20-973
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Exception report when incident updated X timesContent Hi everyone I would like to create an exception notification (ideally sent by email) when any incident is updated X times (probably 2) by the customer. I would l…User_2025-02-01-08-29-25-648 27 views 1 comment 0 points Most recent by User_2025-02-03-22-20-20-973
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Report showing incidents closed by agent vs incidents closed via Multi-EditContent Hello! I want to create a simple report that lists incidents closed by agents vs by incident multi-edit. I am aware of the Audit Log report and tried to reverse …
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Start Time Pervoius day at 6pmContent Hi ALL When i run my report on any day and time, I need the start time to be previous day 6pm. If i started my shift at 12 midnight i can use 0 day rounded in my…
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Drilldown links not working in custom reportContent Hi, I have created a report which tallies up agent productivity over a specified time frame. There are 5 columns which each have a drilldown level associated to …
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filtering with Incidents.i_id versus incidents.ref_noContent I have a few reports that run without problems when I filter by the incidents.i_id field, but not when I use the incidents.ref_no field. Is there a way to add th… -
Report to pull chat in 15 minute incrementsContent Hello everyone, Brand new to the board here but I have a question that maybe someone can help with. I am trying to make a report that will show me chats offered …User_2025-02-03-22-26-24-900 14 views 1 comment 0 points Most recent by User_2025-02-03-19-31-14-086
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Can we get a report to see incidents created after a user looks at an answer?Content We can see how many incidents were created after customers view an answer, which is useful, but what I'd really like to see are the incidents they created after …User_2025-02-03-19-13-16-885 42 views 13 comments 0 points Most recent by User_2025-02-03-19-13-16-885
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Search effectivenessContent Hello, I'd like to report on a few things to see how effective our search is. All I can find as standard reports list the keywords. We use those too but I need a…User_2025-02-01-07-03-13-295 25 views 7 comments 0 points Most recent by User_2025-02-01-07-03-13-295
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visitor_pages data retentionContent Hi, When I checked the visitor_pages table in my report, only data from the past two weeks is available for this table. Is that the expected behavior? Is it poss…
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How to show Queue IDs?Content Hi All, This is a very generic question but I do not know the answer. How do we show only the IDs in report? For eg - fields of Incident Queues, Status and menu …User_2025-01-30-19-06-33-073 21 views 4 comments 0 points Most recent by User_2025-01-30-19-06-33-073
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Is it possible to see if a customer has received / opened a reply to an incident?Content We have noticed an increase in customers who say they have not received a reply to their question, even though a reply has been sent. We advise to check spam/jun…
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Track how many questions are solved via Smart Assistant?Content Hi All, Could we able to track how many questions has been solved through smart assistant widget if the customer has clicked the button as "My question is answer…User_2025-01-25-05-06-24-395 18 views 4 comments 0 points Most recent by User_2025-02-03-18-50-34-224
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Hide Rows While Using Date_GroupContent I have an interval report that has a row for every hour of the day (column A). I'd like to hide the rows where column B is null. I'm able to do this until I use …User_2025-02-03-16-48-16-590 42 views 11 comments 0 points Most recent by User_2025-02-03-19-31-14-086
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Dashboard Charts Do Not Display Correctly In Scrollable ModeContent I am trying to create a report that has a tab with multiple charts in the same tab. When I use the Screen Display option, the chart correctly fills the width of …
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Having a report display a queue even when there is no Incidents in the queueContent I have worked on the attached report for a couple of our clients (attached version slightly redacted) One of the objectives of the report is to list all of the q… -
Issues with 'Create to Initial Response by Agent' reportContent Hi, I have created a report which gives us the date an incident was created along with the initial response time and a calculation of how long that time was. How…
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Contact Search: One filter field will be used for name and surname?Content Hi all, I want to put a single filter field in a contact search report and want to return results with either firstname or lastname will contain/equal to that fi… -
High number of declined chatsContent HI, We have a report which queries the "Account Queue Statistics" report and fetches the Interactions Declined for a particular time period. We found that this n…
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Files attached to Answers: Number of downloads?Content I know that you can run a report to find out how many times an answer was hit within any particular amount of time, but does anyone know if there's a way to dete…User_2025-02-03-17-24-26-229 22 views 2 comments 0 points Most recent by User_2025-02-03-17-24-26-229
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Get report data between a specific timeContent Hi all, How can i get the list of all the incidents created between a time interval everyday for a week (say from 7am - 7pm) I tried and but every time i have to…User_2025-02-03-19-34-17-802 26 views 6 comments 0 points Most recent by User_2025-02-03-19-34-17-802
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Insert value into field using Custom ScriptContent Hi All, I have a requirement for a report that calculates a value based on some pre-populated fields in the database and then inserts that value into a custom fi… -
Trouble using incidents.search_thread to match multiple termsContent Hi, I'm trying to set up a report to locate incidents where certain phrases have been used. I have several phrases I'd eventually be able to locate, but the exam…User_2025-02-03-16-16-36-032 33 views 11 comments 0 points Most recent by User_2025-02-03-16-16-36-032
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Detailed Contact Editor ReportContent I'm looking to create or modify an existing report whereby I can see which agent has edited what and when on a contact record. The current report that is in use …
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Conditional Formatting based on System Date to capture current weekContent Hello-- I'm creating a report where I need to define dates into buckets within the column. I have Assigned Account, Due Date, Count of Ref.No. as my three column…User_2025-02-03-19-37-18-427 49 views 3 comments 0 points Most recent by User_2025-02-03-19-37-18-427