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Reporting & Analytics for B2C Service
Discussion List
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Reports showing origin of syndicated widget OR inventory of sites that have codeContent Is there a report that shows what URLS are "referrals" using the syndicated chat widget? I see the reports posted in the documentation but they don't know the pa… -
Custom Report returning duplicate search resultsContent Hello dears, I have created a custom incident report by copying the 'Today's Incidents' report and enabled it in my profile navigation set. The report has the sa… -
Can we have a single report to export all the chat attributesContent Hi, We are currently in the process of migrating the chat solution from ATG to Oracle Service Cloud. Have attached the data dictionary for the existing ATG solut… -
Intra-day reportContent Hi all, it may be that this is simply due to terminology between our old system and RightNow being different but can anyone tell me if there is a report(s) that …User_2025-02-03-16-20-21-531 22 views 2 comments 0 points Most recent by User_2025-02-03-22-12-27-452 -
Filter Not Using IndexContent Hello All - I have a report containing a single table (thread) and a single required runtime-selectable filter (threads.entered >= ****). Analyzing the report re…
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Request assistance understanding how Incident Edit Time is greater than total time agent logged intoContent Pulling up the Agent Login Report (Report ID :54). I can see the following agent who was logged into OSC for 10h 50m 51s but Incident Edit Time is 19h 12m 41s. I…User_2025-02-03-17-18-46-485 19 views 2 comments 0 points Most recent by User_2025-02-03-17-18-46-485
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Report/Analyse CF used in WSContent Hi everyone, I hope someone can help on this. In the past we used to create custom fields (CF) for nearly everything and now it ended up in a total mess. Now we …User_2025-02-03-17-27-31-522 21 views 2 comments 0 points Most recent by User_2025-02-03-17-27-31-522
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Multiple Questions about Reporting Please Help!Content 1.) We have a client that emails us tickets on behalf of another client that is in RN. When that ticket comes in, it is assigned to Client A and it shows on beha…
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Problem with adding Custom Reports on Report DashboardContent Hello I'm using February 2016, and I've been trying to add two custom reports on Report Dashboard, referring to the following Answer; https://cx.rightnow.com/app… -
Report to Identify Workspace Rules per WorkspaceContent Is there a report or fields that can be used to create a report to identify specific workspaces rules and associated workspaces? I need to identify which all wor…User_2025-02-03-18-49-47-601 27 views 0 comments 0 points Most recent by User_2025-02-03-18-49-47-601
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Average Incident Handle Time Per AgentContent I am trying to create a report in Report Explorer that indicates how long an agent took to respond to an incident email. This would be from the time the incident…User_2025-02-01-09-04-02-832 44 views 3 comments 0 points Most recent by User_2025-02-01-09-04-02-832
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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 23 views 0 comments 0 points Most recent by User_2025-02-03-19-28-20-911
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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 29 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…
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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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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 31 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 28 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 27 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 34 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 70 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 27 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