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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 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…
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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…
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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…
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rel_date_diff (including custom Response Requirements) minus 'waiting' timesContent I'm using rel_date_diff in conjunction with Response Requirements to find the date difference between two date fields, excluding non-working hours. This works a …
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help: Filtering contacts from report who have ANY incidents of a particular typeContent Hi everyone, I'm sure there's a simple solution for this but I'm really struggling to find a way to filter a report the way I want to. My basic structure is this…
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Mod FunctionContent Is there a function in the reports that would allow me to find the remainder after division? Version Service Cloud May 2015 -
Reporting on the time and source IP of page hitsContent Hi All, We recently had an unusual number of page hits on a single day, and therefore would like to see the sources (IP addresses) and exact times of these page … -
Issues with Reports Not MatchingContent I am creating some very simple reporting to send monthly to a number of the departments we support, and I am getting some weird differences in incident counts. T…
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Another session has changed report definition. The control will now reset. (Supervisor views)Content This notification message is appearing when some supervisors are trying to access their Program reports from incident links. Only reinstalling OSC seems to solve… -
Any luck using Average Message Response Time per agent?Content Hi everyone, Is there a way to calculate the Average Message Response Time in a report per Agent? Right now we are looking at a report that is looking at our que… -
Exception on date plus 1 additional filterContent I'm having difficulty with the logic here. I'm trying to create an exception on a date column where the date equals the system date, and the status has a specifi… -
Exception on time since opportunity status changeContent Am I able to create an exception off the last time an opportunity status changed? Here's the statement I want to create: if the opportunity status equals x, and …
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Adding Work time interval into a SLA queue report.Content I currently have a report looking at the Service level of multiple queues completing incidents within set time frames. It currently is based of incident start an…
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Changing report layoutContent Good Morning I am new to service cloud and are after some help on a very basic report. In the screenshot attached I have created a grid report that displays the … -
Conditional link web chat widget to try and determine how often the widget is displayed to customersContent Hi colleagues, I am reporting on a conditional link web chat widget to try and determine how often the widget is displayed to customers. In some instances this i… -
Unable To Retrieve Incident Queue Statistics From Oracle Service Cloud.Content Hi guys, I want to retrieve incidents queue statistics like chat queue statistics with help of Rest API end point. For this I have been through with oracle Rest … -
Reports giving different resultsContent Hi colleagues, I may be missing something very obvious but I am looking for your help. Running out-the-box reports 3008 and 3009 for the same period gives slight…
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Reporting Incident Performance by OrganizationContent Not sure if I've posted this question in the past however here is my conundrum. I now have an incident performance report the way I need it however I still need … -
Filtering a report by comparing Account "Display Name" with a Custom Field in OrganizationContent I'm trying to create a report for people in our customer service dept so that each customer service representative sees only those opportunities assigned to them… -
Chat and or email dashboardsContent Im looking to build a chat and or email dashboards which can show me everything related to chats or emails within a given time frame (Date created). Im just wond…
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Extend Answer Effectiveness report (ID#206)Content Hello, We are trying to extend the functionality of Answer Effectiveness report. This report is currently showing number of incidents and chats. We would like fu…
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How to display complete data in Report columns when using Add-InContent Hi, I have string like String value=the major international rugby tournament held in the Americasorganized by the Pan American Rugby AssociationIn 1944 the 50th … -
how calculate Agent engagement and user engagement time chat_agent_performance_intervals table ?Content i have created 2 reports, in one report i used Chats table and add one column with below expression : sum( if( chats.termination_event IN (1,2,4,13), date_diff(c… -
Time left in the SLA - a solution (excluding the waiting time)Content Hi Everyone, something that might be of interest: a solution to calculate how much time is left to solve a ticket within the SLA, taking into account the out of …
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Access report variable in asp.net codeContent Hi, I have created the variable in report and I want to access the variable through .net code and assign the value . I have tried through below filter code but i… -
Get IReportFilter valuesContent Hi, I have a report and it has docked filters, i know how to get rows values from a report using Report Command Add-in, but i am trying to get values from report…
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Inline Editing for product and categoryContent Hello everyone, Can anyone tell me if they have found a way to allow inline editing of the product and category fields in a report. This would be really useful f…
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Search completed incidentsContent How can I search in completed incidents? I only seem to be able to search in open incidents. I have created a report with a date filter, status filter and Summar…
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If someone leaves chat before they enter queue, does this count in abandonment rate?Content Hi colleagues, I wonder if someone can help with this question If someone leaves a chat before they enter the queue, having clicked the chat request button – doe…