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 to backlog and find when an incident was assigned to an agentContent Hi All, I have a reporting query. My requirement is to find the count of assignments of incidents that were assigned to a particular agent on a backdated time. F…User_2025-02-03-19-31-14-086 35 views 5 comments 1 point Most recent by User_2025-02-03-19-54-01-010 -
Reporting on multiple Phone number fieldsContent We are having a problem with contacts putting in the same phone number in multiple phone number fields (Home, Mobile, Office, ect.). This is causing routing prob…User_2025-02-03-17-15-57-451 36 views 2 comments 0 points Most recent by User_2025-02-03-17-15-57-451
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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…User_2025-02-01-08-44-34-192 36 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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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…
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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…User_2025-02-03-16-20-21-531 26 views 1 comment 0 points Most recent by User_2025-02-03-19-31-14-086
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Data dictionary/definition reportContent Hi colleagues, Does anyone know if its possible to generate a report of table columns with their data definition included? Thanks in advance DQ Version Service C…User_2025-02-03-16-20-21-531 49 views 0 comments 0 points Most recent by User_2025-02-03-16-20-21-531
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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 … -
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 …User_2025-02-03-19-49-42-846 22 views 10 comments 1 point Most recent by User_2025-02-03-19-49-42-846
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Filter report to include "No Values" or "NULL"Content I wish to filter my report to include all contacts who have provided either their first name, last name or neither. That is how can I filter my report to include…
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Highlight Highest/LowestContent Hi, I am wondering if there is an easy way to change the formatting (color) or a row in a report based on if the value in one of columns is the Highest/Lowest of… -
Field called AND/OR (c)Content I am working on some Report Improvements (i.e. fixing reports that don't consistently run) and working on one that searches thread key words. I stumbled upon the… -
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…User_2025-02-01-07-02-22-710 16 views 3 comments 0 points Most recent by User_2025-02-01-07-02-22-710
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Search on single dateContent Hi all, I have a docked filter where a user can search a date/time type field for incidents submitted on a certain date, however whenever a date is selected it t… -
Counting unique valuesContent Hi all, I'm attempting to make a report which will indicate if advisors are creating incidents in quick succession. We have an issue with some advisors forgettin…User_2025-02-03-16-16-36-032 29 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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How can I build a chat "chain of custody" report?Content Hi, I am trying to build a report whereby I can see when a chat request has been declined by one of our agents. So far, I have only been able to find an OOTB rep…
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Count of Customer-Created CP AccountsContent Is there a way to report on the number of CP accounts that end-users created (i.e. by using the standard 'Sign Up' link)? Or a way to get a count of all accounts…User_2025-02-03-21-53-19-701 18 views 4 comments 0 points Most recent by User_2025-02-03-21-53-19-701
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Stats on the effectivness of Proactive Chat OffersContent Currently we have reactive chat enabled. We are looking to enable Engagement Engine and start using Proactive Chat, but would like to make sure we have the capac…User_2025-02-03-20-29-17-872 13 views 0 comments 0 points Most recent by User_2025-02-03-20-29-17-872
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How to exclude holidays from my reportContent I have a report that has been working for a while and it has a column defined like this "count(if(inc_performance.rel_timeUser_2025-02-03-19-31-35-485 25 views 1 comment 0 points Most recent by Premkumar Sabarinathan-Oracle
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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 …
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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…
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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…
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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…
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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