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.
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Reporting & Analytics for B2C Service
Discussion List
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Thread_entry in reports; show only private notesContent Hi, a requirement is to show only the private notes of an Incident in a report. I managed to squeeze all the threads.note s into one field with group_concat: gro…Clemens-Christoffer Meyreiss-Oracle 57 views 7 comments 0 points Most recent by Clemens-Christoffer Meyreiss-Oracle -
Join same table twiceContent We have a table called Relationship contain two Contact Ids (SubjectContact and ObjectContact). I have to create a report to display the contact names for both I…
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Report to show incidents with repliesContent I am looking to get a report that shows all incidents that have a reply from the sender. I thought to use all incidents that have the 'Updated' status, but this …User_2025-02-03-17-03-04-780 37 views 5 comments 0 points Most recent by User_2025-02-03-17-03-04-780 -
How to change the way a report record is highlightedContent How can you change the color of a highlighted record in a report? When you click to select a row in a report it is highlighted. However, by default the highlight… -
Displaying hyperlinks in answers.solution reportsContent Hi All, I would like to generate a report that contains a list of all our organisation's answers, including answer ID, product hierarchy, and answer solutions. I…User_2025-02-03-19-22-07-281 27 views 3 comments 0 points Most recent by User_2025-02-03-19-22-07-281
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Help with ExceptionsContent I have made a copy of report id 9 (responded) and have added a drill down level. Within the drill down level, I have columns for the incident ref no and subject.…User_2025-02-03-20-01-41-735 40 views 4 comments 0 points Most recent by User_2025-02-03-19-26-48-025
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Can't use strlen() in a custom scriptContent Is there a reason I can't? This works: $label_one = "This is some text"; $label_two = "This is the second val"; $rows[0][1]->val = $label_one; $rows[0][2]->val =…User_2025-02-03-20-45-41-510 34 views 4 comments 0 points Most recent by User_2025-02-03-20-45-41-510
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Showing the output of a date field + a deltaContent Hi We are wondering it is possible to show in a report column the incident last responded date (incidents.last_resp + the SLA resolution delta (incidents.sla_rsl… -
Conditional Formatting Report Column Key Already Exists ErrorContent I have created a number of reports that use conditional formatting on the some of the columns to display images. When I create the next conditional format rule f… -
? about Incident Transactions Counts from CookbookContent First, let me just say thank you for this report. It has solved an outstanding "want" that our business had for some time now. The last piece that we need to res…
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Issue with Monthly Trend Report Filtered by GroupContent I'm really just looking for some best practices here... We have a few reports used primarily by our Contact Center that show monthly totals and trends. Currently…User_2025-02-03-16-48-16-590 27 views 0 comments 0 points Most recent by User_2025-02-03-16-48-16-590
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Measuring contact deflectionContent How do you measure contact deflection? Counting only those contacts deflected through Smart Assistant isn't complete. Many resources suggest surveys to get a rat…User_2025-02-01-08-14-04-387 32 views 2 comments 0 points Most recent by User_2025-02-01-08-14-04-387
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Searching the Organization Name within a ReportContent Any tips on being able to search on the Organizaitono Name within a report that acts like "contains". Currently we are using Complex Expression. Unless we use th…
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Business Day Filter in the Agent Performance ReportContent Hi All, I need to customize the standard Group Performance Simple report to add the Business Day Filter on the Average interval Time. I need to exclude the Satur…
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Escalation task reportContent Hi All, I have a requirement to create a report which shows all the tasks which are going to be escalated. In the search level,I need to enter the value in minut…
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A scheduled report based on the last 30 daysContent I have a report that pulls the records I want and is emailed out once a month. This part works as expected. But I'd like for the report to only pull the records …User_2025-02-01-06-53-42-045 27 views 2 comments 0 points Most recent by User_2025-02-01-06-53-42-045
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Historical Incident Count by StatusContent Hello Everyone, I am looking to create a report that shows Incident counts in a queue over a historical period of time by day, for example the individual days in…
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Time spent on an articleContent Hi, We want to analyze the article usage in our organization and one of the parameters is the time users are spending in viewing the articles/answers. I have gon…User_2025-02-03-16-11-55-768 24 views 0 comments 0 points Most recent by User_2025-02-03-16-11-55-768
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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…User_2025-02-03-22-31-24-751 45 views 0 comments 0 points Most recent by User_2025-02-03-22-31-24-751
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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…User_2025-02-03-19-10-28-887 29 views 1 comment 0 points Most recent by User_2025-02-03-19-31-14-086
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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 …User_2025-01-25-00-54-52-705 52 views 4 comments 0 points Most recent by User_2025-01-25-00-54-52-705
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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…User_2025-02-01-08-26-22-513 50 views 8 comments 1 point Most recent by User_2025-02-01-08-26-22-513
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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…
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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…User_2025-02-03-22-09-22-779 24 views 2 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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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 …User_2025-02-03-18-33-23-668 28 views 3 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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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…User_2025-02-03-16-53-11-440 19 views 1 comment 0 points Most recent by User_2025-02-03-19-31-14-086
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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…User_2025-02-03-17-33-54-785 29 views 7 comments 0 points Most recent by User_2025-02-01-08-18-48-897
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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…User_2025-02-03-18-12-37-018 32 views 0 comments 0 points Most recent by User_2025-02-03-18-12-37-018
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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…User_2025-02-03-19-33-02-045 32 views 5 comments 1 point Most recent by User_2025-02-03-19-31-14-086