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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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… -
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… -
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… -
Average Handle Time for individual agentContent I'm trying to create a report that will show me each individual agent's AHT for chat. I started with a canned report that was intended for showing the AHT for a …
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Basic incident report containing the agents "Last Response".Content I'm creating a report that shows open cases, and want it to include the text of the last response sent to the customer. I'm pretty sure that the field exists, I …
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Combine a custom Yes/No field to an existing Exception ExpressionContent Hello, Currently in several of our reports related to incident, we have an Exception that changes the type of a row in the report if the incident has been Escala…
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Answer stats for private answers only viewed in consoleContent In our process, we have the knowledgebase for internal use only, visible only to our CSR/agents. That is, all answers are private and can only be searched and vi…
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Display No.of Incidents ColumnContent Hi, In Contact Workspace, there is an Incidents sub-tab that will show the list of incidents associated with that Contact. Now, I want to display a separate colu…User_2025-02-03-19-42-50-441 28 views 4 comments 0 points Most recent by User_2025-02-03-19-42-50-441
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Using one search input for multiple fieldsContent Hi All, I'm trying to create a search that has one input but searches multiple fields. In my example, I have a search input of "Cust. Service Rep." It's meant to…User_2025-02-03-18-15-20-995 28 views 1 comment 0 points Most recent by User_2025-02-03-18-15-20-995
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Include Group ID in Expression?Content I have a report that includes: * opportunities.created_by * transactions.acct_id I'd like to filter the 'transactions.acct_id' column by 'accounts.group_id'. How…
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Place Staff Account Created By field into a report?Content I have created a Staff Account Latency report that we use to monitor our Staff Accounts to ensure that we do not have users who rarely if ever log into the Suppo… -
Reporting of Operational metrics at the Email level, as opposed to the Incident levelContent Has anyone had any luck reporting on emails at the transactional level, rather than at the incident level? Would like to create a report that will shows metrics …User_2025-02-03-17-49-57-012 36 views 4 comments 0 points Most recent by User_2025-02-03-17-57-37-588
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Charting Group TotalsContent Hi All. We're using the Opportunities module in OSC. We have a few custom fields that we've added. One is a pull-down menu that we call "Probability" and it has …User_2025-02-03-18-15-20-995 13 views 1 comment 0 points Most recent by User_2025-02-03-18-15-20-995
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How to show a report as soon as Agent logs inContent Hi All, Is it possible to show a report (my inbox) as soon as the agent logs in without having to manually click the 'my inbox' report? I have set 'my inbox' as …
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Using variables in scheduled report namesContent I have a customer who is asking for scheduled report output to include the date in the name of the report output file. As far as I know, the name of the output f…User_2025-02-01-08-47-41-616 32 views 1 comment 0 points Most recent by User_2025-02-03-20-10-42-447
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Trend notificationsContent HI All, Is it possible to notify the CC Supervisor / Floor Manager, when there is a sudden trend change in call / email / chat inflows? (e.g. particular issue/pa…User_2025-02-03-18-29-17-316 24 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224
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Report on Distribution of Sales Chat requests for North America on a 24 hr scaleContent Hi, Do we have an existing report on the distribution of Sales Chat requests for a particular profile/group on a 24 hr scale? Like in a stacked bar chart that st…
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How to get Account manager name in Reports.Content could some please help me on how to get account manager name in reports. i was using account.manager but it is giving manager id, i need to show manager name. Th…User_2025-02-03-21-49-07-595 22 views 4 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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Customer Portal Login StatisticsContent Hi everyone, Are there any out-of-the-box reports to show Customer Portal sign-ups, login statistics, etc.? I have searched the entire Reports Explorer and have …
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Abandoned Web chat wait timesContent Hi there We are trying to identify how long customers have waited for before abandoning their chats. Can anyone tell me if this can be done and what field/s we'd…User_2025-02-03-16-25-59-941 18 views 2 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Scheduling a report to send only if the report is NOT blankContent Hi guys, I've set up a custom report that is scheduled to be emailed to me every week to remind me to call certain customers based on a date in their contact rec…User_2025-02-03-18-15-18-780 55 views 3 comments 0 points Most recent by User_2025-02-03-18-15-18-780
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How to show if a Case is "new" on My InboxContent Is there a way to show if a case is "new" on the My Inbox view? Are you able to use functions with the Conditiional formatting? If so we could do something like …User_2025-02-03-16-13-36-190 25 views 1 comment 0 points Most recent by User_2025-02-03-23-55-43-518
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Set URL of Web Browser Componet via ScriptContent I want to build a dashboard to use the web browser componet (ID 12950), but I need to set the URL ($URL) via a dynamic value I am calculating in my script. Is it…
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Pass Variables to Custom ScriptContent I have found other posts on how to pass filter values to a custom script, but does anyone know how to pass variables. Example - User enters a value into an ad-ho…
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Avg/Total Handle Time by Supplier (Organization)Content Hello, I am working on a report that requires the Avg. Total handle time by supplier. How is this calculated? I copied the following formula from a different rep…User_2025-02-01-08-40-26-447 18 views 2 comments 0 points Most recent by User_2025-02-01-08-40-26-447
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Capture complete page name in ReportingContent Hi, We have a requirement where the user needs a report on the web page url and the page name (the Omniture Value). I can see that the webpage url value can be g…
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Errors when opening reports with slices in Aug16 SP1Content We are currently performing our UAT on the upgrade from May16 SP4 to Aug16 SP1. Several of our key reports are erroring with the below when opening or viewing it…
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Survey Choice Response RateContent In the above report, The percent is calculated based on the total number of responses for the entire period. For example if I run this report for 6 months and ch… -
Adding intermediate new Row in ReportContent Hi All, I have a report which will returns n number of rows and the number of rows in report will vary each time. I want to always append new row in that report …User_2025-02-03-19-28-13-393 30 views 0 comments 0 points Most recent by User_2025-02-03-19-28-13-393
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Dynamically passing filter values using custom scriptContent Hi Gurus, I am able to fetch filter value of report into custom script using below syntax. $ value = $params["search_args"]["search_field0"]["val"]; But my requi…User_2025-02-03-19-32-04-846 59 views 1 comment 0 points Most recent by User_2025-02-03-17-50-44-097