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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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 -
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 27 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 18 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 28 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 31 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 31 views 5 comments 1 point Most recent by User_2025-02-03-19-31-14-086
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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…User_2025-02-03-19-26-48-025 33 views 6 comments 0 points Most recent by User_2025-02-03-19-26-48-025
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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…User_2025-02-03-17-55-37-176 43 views 0 comments 0 points Most recent by User_2025-02-03-17-55-37-176
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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…User_2024-12-17-21-17-15-944 103 views 24 comments 2 points Most recent by User_2025-01-30-01-33-48-907
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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…User_2025-02-03-18-06-23-364 29 views 2 comments 0 points Most recent by User_2025-02-03-21-53-19-701
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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… -
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…User_2025-02-03-16-11-55-768 30 views 6 comments 0 points Most recent by User_2025-02-03-20-10-42-447
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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 …User_2025-02-03-19-56-58-514 29 views 0 comments 0 points Most recent by User_2025-02-03-19-56-58-514
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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…User_2025-02-03-17-24-26-229 16 views 3 comments 0 points Most recent by User_2025-02-03-16-11-55-768
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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…User_2025-02-03-17-27-14-764 23 views 0 comments 0 points Most recent by User_2025-02-03-17-27-14-764
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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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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…User_2025-02-03-16-20-21-531 27 views 2 comments 0 points Most recent by User_2025-02-03-16-20-21-531
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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…User_2025-02-03-19-56-43-947 26 views 0 comments 0 points Most recent by User_2025-02-03-19-56-43-947
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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 …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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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…User_2025-02-03-16-20-21-531 22 views 2 comments 0 points Most recent by User_2025-02-03-16-20-21-531
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Average Emails Worked Per HourContent We are looking for an OOTB or custom report that will show us the average emails worked per hour for each agent. We need to see the average per hour by specific …
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How to filter a report by the top 5 CategoriesContent I have a report that shows an SR count by category grouped by month (showing 12 months) with a line chart. The problem is that the line chart only shows 4 months… -
Report on companies submitting ticketsContent Afternoon everyone, I've loaded over a thousand new orgs into RN, all of which are associated with one company (Hierarchy). Now that said companies are submittin…User_2025-02-03-18-36-38-730 11 views 3 comments 0 points Most recent by User_2025-02-03-18-36-38-730
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Displaying data based on SLAContent Hi community :-) Some background info: We are working with a special queue assignment where the agent needs some info from another department. If the agent assig…
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Converting and Calculating a Text FieldContent We have an order total in our custom table, but its defined as text so that they can insert a dollar sign. I am trying to sum dollar value of a customer, but can…