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
-
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 24 views 2 comments 0 points Most recent by User_2025-02-03-17-24-26-229 -
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 28 views 6 comments 0 points Most recent by User_2025-02-03-19-34-17-802
-
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 35 views 11 comments 0 points Most recent by User_2025-02-03-16-16-36-032
-
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 … -
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 51 views 3 comments 0 points Most recent by User_2025-02-03-19-37-18-427
-
Exporting Hidden ColumnsContent Hi We are generating reports, with hidden columns, is there anyway to print or exporting them without un-hidding. I thought i read about this before but i can no…
-
Assigned byContent I want to add a column to my queue report that will show me who was the incident last assigned by (basically who assigned the incident to me). Keeping in mind th… -
Agents available for Chat - Visual representationContent Hi, I've been tasked with creating a visual representation of agents available for chat. I think we can do this using a Gantt chart. As you can see from the char…
-
products with no incidentsContent I'd like to get a report that list products that do not have any related incidents. Any ideas?
-
Best way to count casesContent Hello, I'm a little stuck here... Can someone tell me what the best way to count the number of cases would be in Oracle? I've found about 10 different ways, each…User_2025-02-01-08-40-26-447 39 views 5 comments 0 points Most recent by User_2025-02-03-21-53-19-701
-
Scheduled Report Export FormatsContent When you create a new schedule for a report, the drop down menu lists the export file formats available. However, when trying to create a report that includes th… -
Report to list accounts assigned to incident and chat queuesContent We have quite a few profiles and there is some overlap on incident queue or chat queues assigned to profiles. As staff turns over, I want to make sure we never e…
-
Exporting results from Report Management?Content Is it me or is this not possible? Is there a way to ADD these options to the screen? Version FEB 2015
-
Dynamic report based on the dayContent If want to create a report with dynamic filter. For example, lets take incident.created date field. If I run the report on monday, then report should fetch incid…
-
Less than date filter including "No Value"Content I'm creating a report to show incidents with a due date in the current week and prior. I was able to accomplish this with using the expression as the date, opera…
-
Scheduling Drill Down Reports?Content Hi all, Is there any way to schedule reports that have drill downs, so that all of the report information is sent on the schedule? I have a repot with two layers…User_2025-02-01-08-40-26-447 18 views 2 comments 0 points Most recent by User_2025-02-03-20-16-45-224
-
KB Effectiveness report article effectiveness through timeContent Hello, I was wondering if anyone has created a report that allows the comparison of the effectiveness of articles through time, i.e., 2015 vs 2016, etc? Version …
-
How to easily monitor customer portal users' web visit activity when an incident is NOT involved?Content Is it is possible to view customers' use of our customer portal per visit, regardless of whether they submit a question or initiate a chat? I'm familiar with the… -
Report to calculate Trend for inflow, outflow and backlog for a specified time periodContent Hi, Could someone please help in calculating trend for inflow, outflow and backlog of cases for a specified time period. Thanks in Advacne Regards Chaitanya Vers…
-
Filtering for last 12 hoursContent Hello, I am working on a pretty basic report that tells me which cases came in during the last 12 hours. I am using the Incidents.Created field for the date/time…
-
How to exclude holidays from a report showing a weekly / daily average volume of incidentsContent I have a report which shows the average number of incidents per day. I need a way to write the daily average column so that it excludes days which are configured…
-
Updating/Removing Categories - Any Impact on Reporting History?Content We are getting requests to update/remove some of our Program/Dept categories and want to ensure that this will not cause any issues with reporting down the road.…
-
Cannot Open Opportunity from ReportContent I've been banging my head against the wall for a couple of days on this one. I have a couple of reports I created a while back that show a table of our opportuni…User_2025-02-03-18-15-20-995 26 views 2 comments 0 points Most recent by User_2025-02-03-20-16-45-224
-
Scripts in ReportingContent Is there an easy way to find out which (custom) reports have scripts? Looking into the Data dictionary it says the table Scrips (ac_scripts) (id 168), but I can … -
Chat Average Time to AbandonContent I see where historical reporting provides Average wait time to get an answer, but we would like to see Average wait time to abandon. This would be a date differe…User_2025-02-01-08-49-49-892 29 views 4 comments 0 points Most recent by User_2025-02-01-08-49-49-892
-
Multiple drill-down levels in your report from the same outputContent I'm looking to create a report that has a summary, and then when you click on items in the summary it launches into different drill downs. So: Product Number of …User_2025-02-03-16-56-48-238 28 views 6 comments 0 points Most recent by User_2025-02-03-20-16-45-224
-
Transactional report (Matrix) results by Incident NumberContent Hello everyone, Do you know if there is a way to generate a report representing results of a matrix - type transactional survey by incident number. I mean the in…
-
External Screen Pop Port Field MissingContent Hi, I am looking to create a report that shows what values we currently have assigned for each agents External Screen Pop Port. The field shows up in the Account…
-
Missing results for non ticket closersContent HI all I am created a report of my team, the report contains “SA”, “number of tickets closed” based on a date range. The issue i am having is, I only get SA’s th…