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 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… -
Count of Unique ObjectsContent Hello, I have a question about counting unique objects. I have created a custom object called "Session" and this is tied to a "Group" which is just a menu type F… -
Chat requested but request cancelled by customerContent Hi colleagues, I'm trying to identify where customers have requested a chat but closed the request before the agent was able to engage. I'm looking to work out h…User_2025-02-03-16-20-21-531 23 views 1 comment 0 points Most recent by User_2025-02-03-19-31-14-086
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How to get the Last working Day records in a reportContent Hi Friends, We have a requirement that need to pull the Last working day records. For example if I'm running a report on Sep 7, 2016 then its pull the records of… -
Report Variables and custom scriptContent Hi, Is there a way to edit report variables using custom script? Or to create new report variable using custom script? i want to do this so i can use report filt… -
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…User_2025-02-03-19-49-42-846 36 views 4 comments 2 points Most recent by User_2025-02-03-19-49-42-846
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Report on dispositions that contain....Content I want to be able to report based on the text in a disposition, for example. If disposition contains 'cancel' then do something, else do something else But I onl… -
Profile is missing Analyze function on Ribbon when viewing ReportContent One of the Manager profiles is missing the Analyze section on the Home Tab in the ribbon. Administrator Profile allows to sort, do rollups, and slice. However th…User_2025-02-03-20-29-17-872 32 views 2 comments 0 points Most recent by User_2025-02-03-20-29-17-872
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Resolution Count within 48 hours in Queue Effectiveness reportContent Hi everyone, I am attempting to customize the Standard report: Queue Effectiveness to include a column for Resolution Count within 48 hours and resolution count …
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Generating Report from Custom HTML survey ResponsesContent Hello dears, We are using a custom html survey (made entirely out of an html template without the use of any "Question"). It is a matrix table which contains 5 q… -
How to calculate average time of answering chat and transfer rateContent is there any way to calculate average time of answering chat, i mean date difference between when agents/queue gets toast invitations for chat and when agent acc…User_2025-02-03-20-38-38-926 50 views 0 comments 0 points Most recent by User_2025-02-03-20-38-38-926
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Audi log history check. I need a report of incidents that have ever had a given status setContent Hello, I was asked to find a way to create a report that checks incidents history and returns a list of incidents that in the past have had certain status assign…User_2025-02-03-19-31-35-485 33 views 3 comments 0 points Most recent by User_2025-02-03-19-31-35-485
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Report for Workspace AssignedContent Is there a report that shows what workspaces are assigned to which profile?
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Chat Opening/Closing TimesContent I need to work out when our chat has been closed throughout the day at any time or for a whole day? Does a record get logged each time the chat hours are adjuste…
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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…User_2025-02-03-18-52-34-989 17 views 2 comments 0 points Most recent by User_2025-02-01-08-18-48-897
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Masking Column values on reportContent Is it possible to apply a mask on values on a report? For example, rather than displaying a full social security number (as is stored in the database) displaying… -
FCRR - Help NeededContent Hi all, We have currently set up some reporting for both calls and emails separately that will report on the Contact Centre's overall FCRR. This has been initial…
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Use of knowledge baseContent Hi colleagues, I'm trying to determine which knowledge base articles are being used by which agents. The out-of-box reports are helping but I want to get more: a…User_2025-02-03-16-20-21-531 42 views 0 comments 0 points Most recent by User_2025-02-03-16-20-21-531
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Copy Cell to Clipboard pastes ?????Content When I use Copy Cell to Clipboard for foreign languages, it shows only a set of question marks when I paste. Does anyone know what would cause this? For instance… -
Filter on answers viewed by signed-in users on customer portalContent For reports referencing answers viewed on the customer portal, I'd like to be able to filter out answers viewed by signed-in users. We don't have any SLAs for ou…User_2025-02-03-16-48-16-590 29 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224
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Help needed to create a detailed chat reportContent i need to create a chat report with following below column, Date Queue Interval Chats Offered Chats Completed Abandoned Chats SLAs Met Average Wait Time Idle Ses…
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Audit of agent/user transactionsContent Hi colleagues, There appear to be out-of-the-box reports that can tell what an agent has done within a customer record. However, I can't find a report that would…User_2025-02-03-16-20-21-531 24 views 1 comment 0 points Most recent by User_2025-02-03-22-10-51-246
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If Operators?Content Hello, I could have swore I saw somewhere an 'if' function using either AND/OR operators. I'm trying it myself and I can't seem to make anything work. I also can…User_2025-02-03-22-10-51-246 41 views 7 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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Calculating AHT for emailsContent Hi colleagues. I've been asked if it is possible to calculate AHT on email interactions on teh basis of the time an agent started working on an email to the poin…User_2025-02-03-16-20-21-531 16 views 3 comments 0 points Most recent by User_2025-02-03-19-32-04-846
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Unique values separated by commaContent Hello, I am trying to display a report that contains one row with unique values separated by comma. My column looks like: col_name val1 val3 val1 val2 val2 val2 …User_2025-02-01-08-57-44-356 49 views 3 comments 0 points Most recent by User_2025-02-01-08-57-44-356
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Agents staffed per interval reportContent We've got a workforce management group that uses Erlang C to forecast calls and needs to come up with something similar to what that accomplishes via a report th…User_2025-02-03-20-43-46-497 29 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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Checking replies to customer repliesContent Hello there, I feel like I'm missing something obvious, so sorry if this is a dumb question. Let me set up this scenario: We email a customer > customer replies …User_2025-02-03-22-10-51-246 38 views 6 comments 0 points Most recent by User_2025-02-03-19-31-14-086
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Staff Account Access ReportContent I am currently running the out of the box report: Staff Accounts by Profile with Last Accessed - this report is not currently functioning for us- it processes fo…
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Export List of Org's w/in HierarchyContent Situation We have Company A Under company A we have a large number of companies listed under it's Hierarchy. Is their a way to export a list of said companies un…
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Editable columns display stylesContent We have enabled inline editing for certain reports, is there a way to change the way the editable columns are displayed? For example we'd like to display a "Yes/…