Reporting & Analytics for B2C Service
Discussion List
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Unique Accounts number logged in the systemContent Hello, I created a report which shows me the agents which are logged on a daily basis, but the report counts the number of lines for each login and not the uniqu… -
Answers Display Control - report on times viewedContent HI all, We would like to use the workspace feature of displaying an answer within the workspace by adding an Answer Display control; however, has anyone added th… -
# Days since an incident was openedContent Hello everyone, I want to show the number of days an incident has been open by calculating the datediff between incident.created and sysdate on a report. Can any…
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Product hierarchy - how to view all levels in a report?Content Hi everyone I am trying to create a report which will show me all levels within a Product Hierarchy. For example one of the Products may be "orders > amend order…
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Links is in disabled mode-Custom object reportContent Hi All, I have created custom report for Custom object (XXXX) but the "Links" option is in disabled mode for that report.Please find the screenshot. Why is it in… -
Filtering data on most recent dateContent I am creating a report using a custom object linked to a contact. I want to display only the most recent date that is contained in the date column/custom object …
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calculate the time difference between two datesContent Hello Team, How can I calculate the time difference between two dates. (Incidents.closed and incidents.created) I want the time in this format 'HH MI SS' . I mea…
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Different stats tablesContent What is the difference between kf_answer_stats and answer_stats?
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Multi-select responses (not ****) but words pleaseContent I'm trying to write a report for feedback where the answer text is put in a comma separated list (not a csv, but literally a list of all the responses checked) f… -
Red X in grid for Chart Report/DashboardContent Has anyone seen this before? I have a Dashboard with 4 chart reports. The top 2 reports have a Red X across where the grid should normally be. It shows up on oth…
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Reporting on incidents automatically closed with a standard responseContent We have a few categories set up that will generate a Standard Response back to the customer and auto solve the incident so an agent doesn't have to answer routin… -
Agent Daily Total Chats in Real-Time ReportContent Hello, I'd like to add a column to the standard My Chat Agent Statistics - Real Time report that displays the total of chats an agent has taken for the day. Some… -
Setting report permissionsContent Hi all, Is it possible to set permissions at an individual user level rather than at profile level? Many thanks in advance David Q Version Service Cloud -
Locked and Active Accounts Notification via EmailContent Hello, Is there a way in Oracle RN system so set a notification via email for the situations when the active Agents account are more than 5 established? I mean i…
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Survey Results Filter not filtering the actual answers.....Content We are trying to filter the results from our surveys and have added the date completed filter to the report however there is an action function that is calling a… -
Question for a Survey Reporting FilterContent We have recently began exploring surveying in our business. We are interested in creating a scheduled report based on a few criteria. On this specific report we …
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Last Referring URL ReportContent Hey everyone, I am attempting to build a custom report to show the Last Referring URL before a Chat Request. I have built a "referrer" report where I used "click… -
"Unknown" in Chats by Operating SystemContent Hello, Our client success manager created a custom report for my team and me since we just implemented Live Chat on our FAQ site. It follows the same format as t…
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Clickstreams table for Answers?Content Hello, I'm trying to create a report that shows a breakdown of answers by OS, filtered by product and date. I can't get the report to run (it keeps breaking due …
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How to Add exception based below conditionContent Hello Team, Finding difficulty to write correct syntax during creation of exception. Color indication should be showed based on the below condition. If incident …
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Last updated by - IncidentContent Hi Gurus, How could we get the Last Updated By in Reports, Connect PHP Thanks, Mohan -
Joining Two Condition In ExceptionContent Guys help me here, I want to add two condition in one exception but not able write correct syntax. If incident created less than 2 hours and incident priority is…
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Incident Performance TrendsContent Hey Guys, We want to improve the way things are being measured in our queues and I need your assistance with that. Currently, we are using the slightly modified … -
Any way to count the contact list on automatic schedule via report?Content I want a report that tells me the total count from a contact list. I am facing two issues with the type of report I am trying to create: * The count field in “co…
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Format Agent reports so they can see if incident has been updated by anotherContent In our business, agents often need additional information from a client via mail or fax. They will set the severity of the incident to "pending client". When the… -
Notifications TableContent Is it possible to write a custom report based on notifications. We want to slightly customize what our users see. -
Breaking Down Chat VolumeContent Hi, I'm trying to build a report where we can breakdown the chat volume we received by: 1. Interactive Chat - chats where in there are at least 1 message coming …
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Workflow, Workspace, and Script Management ReportsContent Is there a reporting module similar to Report Management that will tie them all together? Example, I want to see all the workspace and scripts that use the orgs.…
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Make searches smarter, ability to search part words?Content Hi all, Is there a way to improve search functionality across contacts and assets? As an example, if I have an asset of "Blue Laptop", I have to enter this exact…