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
-
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… -
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 …
-
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… -
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… -
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 … -
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)…
-
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…
-
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… -
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. … -
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
-
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…
-
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 2016
-
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…
-
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… -
Viewing incidents escalated from referrer links or answersContent Hi All, I would like to insert Google Analytics campaign links in the emails we send to clients, and then from the Analytics in the console, view each of the inc… -
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. …
-
Report counts incidents as per age but on some certain conditionContent i have a report that count incidents by their age however i would like to add some following condition in my report : Condition 1 : Incident received on weekends… -
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… -
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…
-
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 …
-
Public API log (papi) not displaying resultsContent I am in the process of integrating through the REST api to an external service. I'm posting data to update a customer record, but when i got to the PAPI report, … -
Five9 Integration ReportingContent Hello! We are just in the process of integration the Five9 CTI solution with our Oracle Service Cloud. I was wondering if there was anyone that has done this int… -
Filtering a report for incidents created in the last business dayContent Hi there - I have a report that I'm filtering by incident date created, by -1 days rounded to show me all incidents created in the last day. This works fine, but…
-
Workspace Report - Show contacts in organisation or parent organisationContent Hi there - I have a workspace report displayed in a tab within my 'Organisations' workspace that lists all contacts assigned to that organisation. To achieve thi…
-
Chats requested and questions submitted from Mobile pagesContent I just enabled my Mobile pages. I need to monitor the volume of incidents created from Chat and "Ask a Question" via the mobile page set. Visits by Pageset is a … -
Determine agent use of knowledge base answersContent Hi colleagues, I am using a knowledge base report 138 to determine agent use of knowledge base items which I've changed to sort on team then individual. The prob… -
How to create a report for a survey?Content I have a survey form in RightNow. I want to create a scheduled report that checked for "new submissions" every 15min and email me ONLY the new submissions in tha…
-
Exception Fill Line Colors not activated on report - when relative date usedContent Can anyone explain why a report that use to show lines coloured as an exception are no longer coloured? In design mode the lines are coloured when I run the repo…
-
Reporting on Answers with Conditional SectionsContent Is it possible to report on Answers that contain Conditional Sections? I didn't see anything in the data dictionary that would represent Conditional Sections. Ba…
-
Reporting on connection of Product to RulesContent Hi all, I have a request from a customer to delete some of the Products from the Product/Category drop down that their team owns, but I want to verify that the P…