Reporting & Analytics for B2C Service
Discussion List
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Response Types and Inc_Performance TableContent What types of response are considered when looking at the "Create to Initial Reponse" interval on the inc_performance table? Is it just looking for a response by… -
System Solved Incident ReportContent Is there a report in existence or a good one to modify that will pull all incidents solved by the system? For example the system changes a status to solved due t… -
File Attachment Report on Custom ObjectContent Greetings! I understand that to report on attachments we can use fattach.tbl. However, I notice that this is only for standard RN objects. Is there a way we can … -
Chat AHT (average handle time) CalculationContent There have been some questions regarding the accuracy of AHT calculation on the chat reports we are using that were all set up by a previous admin. That column i… -
Question about Bulk ChangesContent Morning everyone! Is there a way to make a mass change to a list of contacts withing organizations in RN? I have around 2,300 contacts that I need to "disable" s… -
scheduling the same report for different regions with search filters (region & country)Content Hi, I have an existing report (incident counts) that has been schedule to sent a daily report to APAC (using country & region as search filters in the report). N…
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Create Report on Report SchedulesContent I need to build a Report where I can search on a specific email address and find all Reports that have that same email on a Report Schedule. I'm able to use the …
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Weight & Computed Score in Report ID 176Content In report id 176 sorting of answers is based on weight & computed score(descending order). When I view values for weight & computed score, all the answers weight… -
Report on Half an Hour Intervals?Content I just got a request for a report that would report the number of incidents that come in for a certain group every half an hour. To my knowledge, this is not pos… -
How to determine the maximum number of customers that were waiting in the chat queue for a given...Content Hello, A client has asked for a report that includes a metric for the maximum number of customers that were waiting in the chat queue for a given date/time range…
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Group filter is not working for FirstnameContent Hi, We need to develop the report that who are all having the duplicate[same] firstname. So we try to develop the report by using the group filter where we menti… -
Month wise incident reportContent HI, I would like to create the schedule report for month wise for last one year. The columns are no.of created incident,no. of pending incident and no. of closed… -
count of incident which was solved in first responseContent Hi Team, Stuck with some logic here help me if possible. I want the total count of incident which was solved in first response along with agent name who solved i…
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Custom scripts on drill downContent Hi everyone, At the moment I'm using this script on each row if($rows[0][2]->val >= 1){$rows[0][1]->val = $rows[0][2]->val;} on the first page of a report and it…
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Changing text alignment in custom report on customer portalContent Hello dears, I am using a custom report on the "Account Overview" page on the customer portal. I would like to have all column data text aligned to "center" exce… -
Removing non-breaking space HTML tags from report resultsContent Is there any way to hide these by using custom scripts within the report? Some answers have 50 in a row and it's distracting when attempting to read the co…
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Editing expression in standard report (incidents.status_id = 2) saved to my reportsContent The standard report 'Team Activity of Assigned Cases' has the Resolved column defined with Expression: count(distinct if( incidents.status_id = 2, incidents.i_id…
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Will turning on Archive and Dormant Incidents improve report performance?Content Will turning on archive and dormant incidents will this improve report performance? We have 10 years worth of data and are looking at turning on one or both of t…
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Count Spaces - Data Type: BlobContent Hi, I am using the function - length(to_char(answers.solution)) to get the total number of characters in an article but it also includes the spaces and additiona… -
Report paging for printing a custom report of Answer recordsContent I need to print a hard-copy of a custom report I created that combines Answer records with their associated Notes records, one page per Answer record since this …
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Reporting on articles that reference a specific wordContent Hello Everyone! Does anyone know if there's a way to run a report that will give a list of all answers that contain an exact word within the Content section of t… -
Un-finished Survey question countContent I need to write a report for un-finshed surveys which i can do from ones with no end_date but also need to calc how many questions were answered Does anyone know… -
3 survey links in 1 mailing - ReportContent Hi, I have included 3 survey links in 1 mailing. Now i need a report to see how many times each survey link was clicked. The tracked link report does not conside… -
Identifying a knowledge base reportContent Hi Colleagues, I am trying to identify am out-of-the-box report that will show by individual agent usage of the knowledge base. Also, is there a report available… -
Opportunity Closed by AgentContent Hi, I need to create a report which displays all the opportunity which are closed by particular agent during there logged in time. Suppose if the agent is logged…
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Reporting against the SCCL WidgetContent Hi All, I don't think I have seen this posted previously. We have implemented the Syndicated Conditional Chat Link onto one of our portals and I was looking to s… -
Use ROQL to select Country Name and List of ProvincesContent Hello, we have entered most of our country/province into Service Cloud manually, opting not to use the out of the box country names. We did this because we want …
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Linked Reports Return No ItemsContent Hello, We're currently using a dashboard composed of 3 reports. Those reports show real time information and also link to other reports. For example, our dashboa…
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Reports are not refreshed / updatedContent I have created a workspace Contacts, and additionally a workspace called direction it was created The Contact Workspace are not refreshed / updated when I create… -
Report results contradict filter selectionContent Hi, colleagues. A report I expect to return Resolved email interactions is instead returning unresolved records. I have tried changing the filter but to no avail…