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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Query Size Limitation errorContent Hi, Recently we have started facing the 'Query size limitation error' for certain reports. Even if tried to run the report with date created value(Custom Object)… -
Change date based on Logged InContent I'd like to use "Logged In Account" in an IF statement to adjust the time for a column that reports a date. Our report simply shows a queue that is sorted by Dat…User_2025-02-03-19-28-20-911 28 views 0 comments 0 points Most recent by User_2025-02-03-19-28-20-911 -
Contact Report ExportContent Hi All, How to disable the feature of exporting the contacts in the contact report. Thanks, Seethalakshmi S
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Recent items in a search reportContent Could someone help me in understanding the persistence of results under Recent section in a search report? Taking a scenario where a staff account uses the same…
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% of incidents having 1 Customer entryContent Hi, I need to show the percentage of email incidents which got solved with 1 customer email. So ideally no. of incidents with 1 customer entry in threads table. …User_2025-02-03-22-27-06-740 33 views 4 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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Exclude Holidays/Business HoursContent Hi Gurus, Whenever CCA team received ticket from Customer, based on the products and categories, the incident will route to corresponding Supervisor.Incident Sta… -
Contact table inner joinsContent Hi All, Could we create a report/filter for the contacts table with in contact? For Eg:I have to retrieve the duplicate contacts in the system.some times first n…User_2025-02-03-18-29-17-316 34 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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Help with Report Filter Expression for ExceptionContent Hi All, We're trying to write an exception in a report, to show the row in yellow, when the below criteria is met. However, we're constantly getting the error "E… -
Pulling Incident BacklogsContent Hello, We are attempting to pull our incident backlog however we have a tricky question but perhaps someone here knows how we could pull this data. We need to fi…User_2025-02-03-18-36-38-730 24 views 2 comments 0 points Most recent by User_2025-02-03-18-36-38-730
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Incidents which are unresolved for 20 days or more.Content Hi, Use Case:- To show the incidents which are unresolved for 20 days or more in a report. Please help. Thanks Version May 2015User_2025-02-01-09-02-02-742 15 views 3 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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Report counts incidents as per age but on some certain conditionContent i have a report that count incidents by their age however i would like to add some following condition in my report : Condition 1 : Incident received on weekends…User_2025-02-03-20-38-38-926 43 views 7 comments 1 point Most recent by User_2025-02-03-22-31-24-751
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Add field/column to incident queue reportContent We have email links on our individual websites related to specific products. Customers use these email links to ask questions about that specific product. The em…User_2025-02-03-18-33-43-372 11 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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No. of reopened incidents for the dayContent Hi, I need to get the number of reopened incidents for the day i.e. no. of incidents for which the status changed from the solved Status type to Unresolved statu…User_2025-02-03-22-27-06-740 30 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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Calculate performance time from assign to response, but exclude a particular queueContent Group Performance Simple (Report ID 52) I need to know the average time it takes from assignment to a response being sent. I have my filter set to use: Interval …User_2025-02-03-20-01-41-735 31 views 2 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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Average Time to respondContent Hi i am struggling with a report. I need the following column month wise for an incident. Average time to respond.- Avg of the time difference between the custom…User_2025-02-03-22-27-06-740 28 views 2 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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Deleting Published reportsContent Hi, We have scheduled various reports to form a published report. Over the year published reports have accumulated and taking the file space. Is there any way to…User_2025-02-03-22-27-06-740 35 views 2 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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Agent Selecting Multiple Dispositions (or Subject/Categories)?Content Is it possible to set up the Subject, Category and Disposition Menus to act as a list that the agent can check multiple that apply? In our call centers there are…User_2025-02-03-19-28-20-911 15 views 4 comments 0 points Most recent by User_2025-01-30-19-06-33-073
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Can I call Report through Custom ScriptContent Guys, Is this possible in Rightnow. Can I call report through custom script? Scenario is:- I have a report along with some custom script and In the same custom s…User_2025-02-03-19-26-48-025 72 views 6 comments 0 points Most recent by User_2025-02-03-19-26-48-025
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Service Cloud Reporting Tool - Pivot TableContent We recently transitioned from CRMOD to Service Cloud and I am wondering if I am able to use a pivot table within the reporting tool. We summarized/categorized ou…User_2025-01-23-22-39-27-353 29 views 1 comment 0 points Most recent by User_2025-02-03-21-53-19-701
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How to create expand/collapse threads on "Messages"Content Hi everyone! Hope you can assist me with the report I'm attempting to create, regards to the title of this topic. Based on this idea , and our own company needs …
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Time in Status filterContent Hey everyone! I have created a report that shows the "Time in Status" of particular incidents with the formula below. date_diff(incidents.updated, sysdate ()) Ho…User_2025-02-01-08-41-04-877 63 views 2 comments 0 points Most recent by User_2025-02-01-08-41-04-877
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Last Referring URL Report for ChatContent 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…
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Showing data row wise instead of Column wiseContent Hi Team, I don't know weather this is possible or not in Rightnow. But based on my current requirement I need to know can we show the data rows wise instead of c…
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Avg Calculation using rel_date_diff functionContent Hi All, I want to calculate average between two dates (incidents closed and incidents created) using rel_date_diff function for excluding holiday and for this I …User_2025-02-03-19-26-48-025 68 views 2 comments 0 points Most recent by User_2025-02-03-19-26-48-025
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Incident Closedby ReportContent Hi Gurus, How to capture the closed by account in reports? I tried to get it from transaction table using Description equals 'Closed' filter. But no luck. Thanks…
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How many times an incident was changed to a certain statusContent Hey everyone, I am trying to create a report that shows how many times an incident was changed to a "Waiting" status. Simply put, if the incident was changed fro…User_2025-02-01-08-41-04-877 42 views 7 comments 0 points Most recent by User_2025-02-01-08-41-04-877
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How to Report on Organization HeirarchyContent Morning everyone! I need to know how I can easily create a report based off of one clients Hierarchy. I have one major client which we will be assisting many of …
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Report on login user detail on CP sideContent Hi All, I need to show the login user detail at customer portal side,I have attach Report for that. Is I want to apply filter in report or customer portal side. …User_2025-02-03-19-33-02-045 39 views 4 comments 0 points Most recent by User_2025-02-03-19-33-02-045
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Report for time assigned to incident queue?Content I am looking to create a report that will show how much time has elapsed between queue transitions. For example, an incident is created and assigned to a L1 queu…