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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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 27 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 26 views 6 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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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…
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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…
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Alternative to using 'FIRST' and 'LAST' in filtersContent Hi there - I'm wondering if someone might be able to help me with this. I have two incident 'types' - call them 1 and 2. I need a report that shows me only conta…User_2025-02-03-18-15-18-780 25 views 5 comments 0 points Most recent by User_2025-02-03-19-31-14-086
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Filter out contact list by disposition of last incidentContent Hello, I’m completely new to Rightnow and don’t have a development background. I’m working for a charity and slowly picking things with a lot of help from this f…
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Report Date in Scheduled Report Subject or AttachmentContent Hello, Is there a way to have the date of the report included in the Subject of a scheduled report? Also, is it possible for the name of the attached report (in …User_2025-02-03-21-55-10-979 44 views 4 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Questions Avoided- Smart AssistContent Is there a way to add a product filter to this report? Our Ask a Question page requires the customer to choose a product before submitting a question. I don't se… -
Filter out duplicate reference numbersContent We have a report that displays the Reference Number, status, created by, assigned to, details (Custom Field) and date created. We have run into a situation where…User_2025-02-03-17-15-57-451 35 views 4 comments 0 points Most recent by User_2025-02-03-17-15-57-451
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Formula to subtract one column total from another column not working if one is zeroContent I want to create a formula that calculates chats offered minus chats abandoned inUser_2025-02-01-08-49-49-892 30 views 4 comments 0 points Most recent by User_2025-02-01-08-49-49-892
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Adding custom text above search fieldsContent Hello dears, We're creating a custom Contacts search report and we were wondering is it possible to include a text above the search fields when searching? Basica… -
Importing Analytic Cookbook RecipesContent Hello, I'm having issues importing the xml files from the Analytic Cookbook Recipes. I keep getting the attached error. Is there something that I'm missing? Vers…User_2025-02-03-22-35-27-600 57 views 1 comment 0 points Most recent by User_2025-02-01-08-58-47-501
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Filtering out old recordsContent hi all, I am stuck with creating a report based on data on a custom object. The custom object is related to opportunities table where we keep the history every t…User_2025-02-03-20-11-07-340 23 views 3 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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Need Customer's email instead on Full Name in chats_rtContent Hi, We have a requirement of presenting the email address instead of the full name in the Chats - Real Time report. Kindly let me know how I can do that, since t…
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Setting the conditional formatting for a whole row rather than just a particular cellContent Is it possible to use conditional formatting in a report to highlight an entire row if a column in a row has a particular value? It seems like I can only format …
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Scheduled report for Application ErrorsContent Hi Team, Is there a report that can be scheduled to administrators whenever an application error occurs in the system? Regards, Sylvia
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Sorting Reports by YearContent Hello dears, We have a custom incidents report that needs to be sorted by latest incident created on top. I've clicked the small arrow next to the creation date …
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Report on Workspace Button ClicksContent If a button control is added to a workspace, is it possible to report on which agents clicked the button? Thanks!User_2025-02-03-16-48-16-590 15 views 5 comments 0 points Most recent by User_2025-02-03-16-48-16-590
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Pop up report with Quick Search abilityContent We use popup report by URL for integration with CTI. CTI call a URL with parameters of report id and contact phone number, which is defined as a filter in the re…User_2025-02-01-08-56-24-846 14 views 0 comments 0 points Most recent by User_2025-02-01-08-56-24-846
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Need a way to exclude holidays from my weekly incident volume averageContent I have a custom report that contains these columns : Week start: date_group(stats.stat_date, $date_grp_param) Total chats: sum( stats.new_incidents ) Daily Avera…User_2025-01-28-05-44-49-224 24 views 0 comments 0 points Most recent by User_2025-01-28-05-44-49-224
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Lookup values in report filterContent I want to create a report where I select an account from a drop-down and where RNOW displays the number of incidents closed by that account + the number of incid…
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File format and extension of "file name" don't matchContent When we schedule reports in the format of Excel Attachment, we always receive an warning when opening in Excel. The error reads that the file format and extensio…
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Like Operator in Report Filter not working properlyContent Hello dears, I am facing a similar issue to this post: https://cloudcustomerconnect.oracle.com/posts/871dfd2de0#170712 whereby I need my search filter to return …
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Display Organizations based on the total number of open casesContent I would like to display Organizations that have 5+ open cases on a report. Is this possible? Right now it displays all the Organizations based on my other filter…
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Parameter values not filtering correctly in Dashboard with multiple tabsContent Hi all, I want to build a dashboard with a number of tabs. Each of the tabs contains exactly the same report and one filter. Ideally I can run a dashboard that o…User_2025-02-03-20-00-10-537 28 views 0 comments 0 points Most recent by User_2025-02-03-20-00-10-537
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Report on Elements Used in RulesContent We have some intense rules that say if a certain Disposition is in a incident, do something with it. I want this information to be more public and to be able to … -
Number of Incidents Created by Source UniqueContent I'm needing to create a report that counts the number of incidents created by source. The sources are AAQ, Phone and Email. BUT the email is not using the techma…
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Report to show agents who click YES to PROCEED_WITH_BLANK_RESP_MSGContent Hello Everyone, Every year when we ramp up for our busy season and hire lots of temp agents, we run into an issue where agents send blank responses out to our cu…
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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…