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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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… -
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… -
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
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Transactional Survey Summary - Adding Survey Completed DateContent I have trying to add a filter to the Transactional Survey Summary (7002), that will filter these results by the date of "date survey sent" or "date survey comple…User_2025-02-01-08-41-04-877 28 views 7 comments 0 points Most recent by User_2025-02-03-18-36-38-730
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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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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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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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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 22 views 0 comments 1 point Most recent by User_2025-02-03-17-47-45-813
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How to union two dataset in one report?Content Dear guys, I want to display two datasets with different filter condition in one report under incident, is there any way to acheive this? Thanks and Regards. Ver…
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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…
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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… -
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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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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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 … -
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 … -
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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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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Remove duplicate incidents from a reportContent Is there a possibility to remove duplicate incidents from a report (like the "remove duplicates" function in excel)? I have created a report to check which compa…User_2025-02-03-18-57-47-987 79 views 5 comments 0 points Most recent by User_2025-02-01-08-41-48-500
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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
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How to learn Complex reporting in RightnowContent Guys, Can anyone suggest me what is best practise to learn Rightnow reporting stuff. Do I need to learn SQL for better understanding or what is best way where I …User_2025-02-03-19-26-48-025 38 views 4 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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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