Reporting & Analytics for B2C Service
Discussion List
-
Clickstreams Attribute Definitions?Content Hello, I'm trying to find where the attributes for clickstreams.context3 are defined. This table returns no results in the User Guide I see in the report 'Incide… -
Recency reportContent I want to have a report that shows "recency" in incidents (or better yet - show contacts who do *not* have recent incidents) based on a list of assigned opportun… -
Reporting on ProActive Chat vs Reactive ChatContent Hi all We're looking at launching Proactive chat over the next month or so (we already use standard 'reactive' chat). A key method of measuring the success of Pr… -
How to calculate average when you use "rel_date_diff"Content How to calculate average working hours between two dates Example: I´v this report: assign_acct_ID ref_no DATE1 DATE2 rel_date_diff(DATE2,DATE1,1) Jhon Lara 15122…
-
How can I create a report with basic column filters?Content Still relatively new to Oracle Service Cloud, and the reports builder tool is different from what I'm accustomed to (MS Access for example). I'm trying to do som… -
Report for Total Email and Chat Incident Completed by IntervalContent i am looking for a report that will show me the total incidents completed per agent by a date range for email, and chat, which includes Custom Contact Field. i t… -
How to filter a report in Chat Workspace by a custom field set over the Chat URLContent Hi all, I am launching a chat with a customized URL where I am setting a custom field as follows: http://cvtravel.rightnowdemo.com/app/chat/chat_landing2/contact…
-
How is "Chat Agent Sessions: Engaged Secs" calculated?Content Doing some work for a client. We are wondering if chat_agent_sessions.engaged_secs counts concurrent chats? For example: Between 8:00 and 8:05 Betty chats with o…
-
Chat report about agent that how many chat requests he accepts, neglects and declinesContent RT. anyone can help? Thanks -
Agent and multiple account groupsContent Hi, We are in process of replacing CRMOD service module with RightNow. In CRMOD a service user could be part of multiple groups and would only be able to view in…
-
report on incidents with more than one responseContent Hi I would like to be able to run a report to view all incidents that were resolved with more than one response. (i.e. not first time) Can anyone advise how I ca…
-
Filter report based on logged on users OrganizationContent I'd like to create a "My Incidents" type report that would include any incidents where the incident's organization is equal to the organization associated with t… -
"Week Number" Reporting intervalContent Is it possible to configure the week numbers that RightNow uses for the above? (for example if our Reporting Year begins on 1st April, rather than 1st Jan)?
-
Adding calculation from different reportsContent Is it possible to add the total calculations from 3 reports in a dashboard to a 4th report? For ex: Report 1 has total = x; report 2 has a total = Y, report 3 ha…
-
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…
-
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…
-
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).…
-
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…
-
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 …
-
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…
-
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…
-
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?…
-
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…