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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Report on chat button visibilityContent Hi colleagues, My company will be using web chat and deploying a dynamic chat request button on our website. The button will disappear from customer view when we…User_2025-02-03-16-20-21-531 38 views 2 comments 0 points Most recent by User_2025-02-03-16-20-21-531 -
Incident Arrival Patterns (30 Day Graphical Rolling Avg by Hour) - Analytics Cookbook RecipeContent Incident Arrival Patterns Past 30 Day Avg Create Rate by Hour Author: Larry Chien Difficulty rating: (Intermediate) Target persona: Call Center Manager, Workforc…
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Report to calculate the time spent by agents in a chat statusContent Hi All, Can anyone please share the report definition to check how much time an agent has spent on a specific status on an hourly basis. For example, the columns…User_2025-02-03-19-31-14-086 33 views 0 comments 0 points Most recent by User_2025-02-03-19-31-14-086
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Workspace Report - Pass value from workspaceContent Hi all, I have an entity that is not directly related to a parent entity (via Object Designer relationships). It does however store records with row ids of a par…User_2025-02-03-17-47-45-813 20 views 0 comments 1 point Most recent by User_2025-02-03-17-47-45-813
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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…User_2025-02-03-22-27-06-740 23 views 1 comment 0 points Most recent by User_2025-02-03-22-27-06-740
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AAQ SmartAssistant proposals in a reportContent Hi again, Is there a report that gives for each incidents submitted through the "Ask a question" form the list of the 5 answers proposed by the smartassistant ? …User_2025-02-03-18-36-30-133 37 views 2 comments 1 point Most recent by User_2025-02-03-18-36-30-133
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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 …User_2025-01-25-00-54-52-705 49 views 2 comments 0 points Most recent by User_2025-01-30-19-06-33-073
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Incident Report with Assigned By & ReAssigned ValuesContent Hi All, I am new here. I am trying to create a report which will tell how many incidents were assigned to an account from one Rightnow ID, along with that How ma…User_2025-02-03-17-09-18-692 43 views 1 comment 0 points Most recent by User_2025-02-03-17-09-18-692
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I receive empty reports by emailContent Hi there, I have scheduled an automatic report sending by email. But when I receive the report by email, I get it empty : I only have the columns names, but no d…User_2025-02-03-18-36-30-133 14 views 2 comments 0 points Most recent by User_2025-01-30-19-06-33-073
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Reporting on incidents that were closed with an Answer.Content I would like to report on closed incidents that with answers associated with them. I'm trying to report on an internal answer usage goal, the goal is to have 85%…User_2025-02-03-19-27-55-024 28 views 4 comments 0 points Most recent by User_2025-02-03-19-27-55-024
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Can you create a Drill Down Level for Sub-Totals?Content I have a report similar to the attached image where I have created drill down levels for some grouped records. This works great. I would like to be able to click… -
A report that contains segments (contact with o not with email)Content I need to créate a report. This report must show campaign and contact.related to this campaign. The trouble I have is the following: The report only show contact…User_2025-02-03-17-32-27-825 14 views 0 comments 0 points Most recent by User_2025-02-03-17-32-27-825
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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…
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Closed and Created incidents reportContent Hi Gurus, We want to show the report on last 3 months, how many is created on particular month and how many closed on particular month. I have used date_group(in… -
Proactive Chat Offer Statistics by Queue?Content We're getting ready to launch proactive chat on our site and it will be in multiple locations with each location assigned to a specific queue. In looking at the … -
Report -Number of Contacts created by agentContent Hi All, I have created a report to display numbers of contact created by agents. Please find the attached XML file. I am trying to include the filter of group na…
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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 31 views 5 comments 1 point Most recent by User_2025-02-03-19-31-14-086
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How can I configure a daily, scheduled, *unique* list?Content I don't know if I'm trying to do something a little unorthodox, but here goes: We have incidents to which we assign certain dispositions. We would like to run a … -
Organization SearchContent Morning everyone! Please see the attached image, I added an additional search field (External Customer ID) to "Search Organizations" (This is a search from the H…User_2025-02-03-18-36-38-730 23 views 5 comments 0 points Most recent by User_2025-02-03-18-36-38-730
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Understanding what end users are asking via chatContent Hi All, I am trying to build a report that tells me what kind of chats we have through, in a hope of gleaning some insight to further develop our FAQ's. I have l…User_2025-02-01-08-41-48-500 21 views 1 comment 0 points Most recent by User_2025-02-03-20-10-42-447
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report with indicator calculated from several areaContent Hello is it possible to define a report which represent by contact some indicator calculated from several objects as # incident open, # incident Web , # incident…
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How to add exceptions to dashboard reportsContent Would like to add exceptions to dashboard reports to give a visual indication as to where a request is in relation to its SLA. The requirements are below: * If 0… -
Need to add exceptions to dashboard reportsContent Need to add exceptions to dashboard reports to give a visual indication as to where a request is in relation to its estimated resolution time (SLA) The requireme…User_2025-02-03-21-38-11-067 32 views 3 comments 1 point Most recent by User_2025-02-03-16-51-39-328
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Incident Reporting DesignContent I am trying to create a report that will pull if there are multiple incidents from a particular contacts email address. Our customers will email in multiple time…
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Change "from" address and seeing recipents on scheduled reportsContent Hi Gurus, I have two questions in schedule report Can we change the from address for the schedule report? Can we see the list of recipient email address in the t…
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Recipient list in email not visibleContent Hi, While scheduling reports, Is it possible to see the recipient list in email to list? Regards, Kumaran
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Set report to deferred execution - Unable to save the settingsContent Hi, We have a report that is very useful for the Knowledge managers and they do not want any changes to that. We have optimized it to the extent possible but at …
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Survey Report Product WiseContent Hi, We need to create survey activity report product wise.From the surveys,mailings & mailings format table I can get all the required columns like number of cli…
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RunAnalyticsReport filtering based on sysdateContent Hi, I am running the analytics report in my SOAPUI and getting the output. I now need to specify a filter within the input payload so as to return only the incid…
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Unable to calculate Responses Sent by Agent / Total Login time by Agent in one reportContent Request * Calculate PPHW using the following formula * PPHW = Responses sent by Agent/Total Login Time By Agent Issue I'm unable to get this data on one report b…User_2025-02-03-17-18-46-485 38 views 4 comments 0 points Most recent by User_2025-02-03-17-18-46-485