Reporting & Analytics for B2C Service
Discussion List
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E-Mails per HourContent Hello, I'm trying to develop a report that will give me the number of e-mails completed while the agent was in our "E-Mail" status. I currently have the correct … -
Custom Objects Reporting -> Associating Accounts to Account GroupsContent Hi all, We created a custom object where one of the fields within the object is a "Accounts by Group" menu field. In the report, I added 3 columns 1. incident re…
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Scheduling ReportsContent Hi All, I have scheduled a report to send the mail after every 15 minutes but i am not getting any mail. Steps that I have done : 1.Created a standard report usi…
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Tasks object - Today and Tomorrow ReportContent Dear Experts, We have a requirement in which we have to have different TASKS report based on the day. This is for the service reps: 1 report is to have only thos… -
Print report prints as imageContent Hi All, My team has created a report which prints the notes associated with a custom object since there is no default way to print this. My issue is now though t… -
Report to Show the "Send Receipt Email" Being SentContent Hi Everyone! I am looking for a way to report on the "Send Receipt Email" being sent for one of our clients. I have checked in the canned reports, the online KB … -
Chat Agent Session Report by Date When Session Spans Two DaysContent We have 24 hour contact centers, with some agents' chat sessions spanning two days (e.g. sign into chat at 10 PM one day, then signing out at 2 AM the next day).…
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Displaying Business RulesContent Hi Team, Is there any method that I can create or run a report that will display all the Business Rules for my site/interface? The current method being used is t…
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Reporting on Audit Trail (Incidents)Content Hi All, Hopefully someone out there can point me in the right direction. I'm rather new to RightNow, so apologies if this is a fairly obvious request. What I am …
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Information to the agents, if a dashboard is updatedContent Hello together, we using a dashboard with browser-component. The browser is linked to an internal FAQs called "News". The idea in the background is, to get the a…
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Initial Assign (Abs) larger than Initial Response (Abs)Content On the Email Performance report, we are seeing a couple of days where the Initial Response (Abs) is actually larger than Initial Assign (Abs). Theoretically, the… -
Defining a 'Group Date' for a variable in ReportsContent Hi Friends, For a variable type ‘Predefined List’ with the list name as 'Group Date', the values can be sliced to the most up to Year/Month/Day/Hour. Is there an…
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Time in Queue (Work Hours)?Content Hi, I am using this report (pdf attached), but I was wondering if the Time in Queue (Work Hours) column, I read the RN definition as " number of hours from a spe… -
Limit on date_diffContent I'm trying to use the date_diff function in a segment to find contacts over a certain age, and am having some trouble, so I tried putting the same code in a repo… -
Problem when exporting Report to ExcelContent Hi, Our text fields appear in dissorder after exporting to Excel. It looks correct in Design & Report View Mode. What could be the problem / How can we fix this?…
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24 hour SLA excluding weekendsContent Hello! I currently have a report that uses the below expression to return the number of incidents that were not processed within 24 hours. count (if(incidents.la…
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report on mailing campaigns done last 12 months having the mailing includedContent wonder if it's possible having a report per campaign showing the mailing text and all the contacts this has been sent ? would need such for a 12 months overview …
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Reporting on Duplicate ValuesContent We have a requirment to report on a custom object and if we find a duplicate in a certain field, show the 2 records on the report. The person who wrote the requi… -
Email Alert by AgentContent Is it possible to set up an email alert to the Agent, based on the agent (logged in) once a survey is completed received with the agent as the Assignee?
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Chart colorsContent Is it possible to change chart colors manually? So that for example "complaints" would be always red in all reports. -Pekka M.
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flow2question.seq - Need survey questions in order on reportsContent Hi Everyone, In the canned reports, the survey questions are not showing in the same order in which they are presented in the survey itself. I understand from th… -
Can't Create Multi-edit ReportContent Just upgraded to May, 2015. Lost ability to create multi-edit report. Now when selecting multiple lines to edit, with e.g. Task and wanting to edit the Status fo…
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Percentage CalculationContent Hi, We have a requirement of Calculating the percentage of Escalated Incidents and Cancelled Incidents, we have added two fields which gives us the value of Numb…
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Custom Fiscal CalendarContent Hi all – I am trying to build a monthly and quarterly report that runs automatically to coincide with our fiscal calendar. At this time I have to manually tweak …
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filtering incidents into a queueContent Is it possible to filter incoming incidents and assign them to a specific queue based on keyword in the subject heading. e.g. any incidents with the word complai…
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Incident count for Updates within 7 days atleast 3 timesContent Hi, We have a requirement to develop a report to list incidents which have been updated (it can be any) exactly 3 times with date range last 7 days. Any ideas ap… -
Changing filter display valuesContent Hi. I havent found a way to how change the values of "display search criteria inline". At the moment if I select to show my "Date Range" -filter in a report it s…
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Report Index QuestionContent Could anyone tell me why when I have a report that lists incident details, the report uses indexes and queries only 3.8M rows, but if I group by a variable in th… -
Export All option not available to userContent We have one user when exporting a large report to excel, does not have the ability to select Export All data in the data Set. Another user with exact same permis…
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Averaging the # of days openContent I have created a report where I am looking at incidents from a subset of our customers - I rollup this report by Customer Name and then Incident Severity and the…