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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Expression Help - First Solver for FCRContent I'm working on a FCR report. I have created a Custom Incident Field called FCR that changes from Yes, to No, once an incident is Updated. What I am trying to bui… -
Report layout - horizontal instead of vertical?Content Hi all, Is it possible to change the report layout from vertical to horizontal? For example FROM Agent Incidents Handled A 100 B 245 C 123 TO Agent A B C Incide…User_2025-02-01-08-29-25-648 20 views 4 comments 0 points Most recent by User_2025-02-01-08-29-25-648
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Reporting on Answers with Conditional SectionsContent Is it possible to report on Answers that contain Conditional Sections? I didn't see anything in the data dictionary that would represent Conditional Sections. Ba…User_2025-02-03-17-44-59-137 37 views 7 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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calculate average time between two dates based on statusContent Hi Guys, I want to calculate the average time between two dates based on the status. Don't know how to write correct syntax for that. Please refer the attachment…User_2025-02-03-19-26-48-025 22 views 7 comments 0 points Most recent by User_2025-02-03-19-26-48-025
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Incident status change following scheduled report? or Timed status change?Content Hi all, I doubt this is possible but thought I would ask. I have a scheduled report that runs periodically, e.g. 10am and 2pm every day. This delivers the report…User_2025-02-01-08-29-25-648 14 views 2 comments 0 points Most recent by User_2025-02-01-08-29-25-648
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"Live" Performance StatsContent Hi all, I have struggled for a while to get live performance stats. I have some, but they are in separate reports. What I would like to see is a single report wi…User_2025-02-01-08-29-25-648 28 views 2 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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How to measure proactive offers stats grouped by rule name (from Engagment Engine)?Content I want to measure the effectiveness of my various rules, each of which launch Syndicated Proactive Chats (SPAC) via Engagement engine (EE). I can measure the ove… -
Weekends on Due Date crosstabContent I'm making a cross tab report that shows the response due for a week. Our SLA doesn't include weekends. In the cross tab, the day of week is showing M-F, but the…User_2025-02-03-18-13-34-376 26 views 2 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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How to calculate Unresolved incidents after End user reply backContent I created a report which calculate how many Incidents closed by an agent, however i am stuck on a question as below : if agent mark incident as Resolve (Close) a…User_2025-02-03-20-38-38-926 26 views 4 comments 0 points Most recent by User_2025-01-30-19-06-33-073
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# Days since an incident was openedContent Hello everyone, I want to show the number of days an incident has been open by calculating the datediff between incident.created and sysdate on a report. Can any…
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Unique Accounts number logged in the systemContent Hello, I created a report which shows me the agents which are logged on a daily basis, but the report counts the number of lines for each login and not the uniqu…User_2025-02-03-17-38-42-482 28 views 6 comments 0 points Most recent by User_2025-02-03-17-38-42-482
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Product hierarchy - how to view all levels in a report?Content Hi everyone I am trying to create a report which will show me all levels within a Product Hierarchy. For example one of the Products may be "orders > amend order…User_2025-02-01-08-29-25-648 34 views 2 comments 0 points Most recent by User_2025-02-01-08-29-25-648
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Answers Display Control - report on times viewedContent HI all, We would like to use the workspace feature of displaying an answer within the workspace by adding an Answer Display control; however, has anyone added th…
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Different stats tablesContent What is the difference between kf_answer_stats and answer_stats?
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Multi-select responses (not ****) but words pleaseContent I'm trying to write a report for feedback where the answer text is put in a comma separated list (not a csv, but literally a list of all the responses checked) f… -
calculate the time difference between two datesContent Hello Team, How can I calculate the time difference between two dates. (Incidents.closed and incidents.created) I want the time in this format 'HH MI SS' . I mea…User_2025-02-03-19-26-48-025 41 views 7 comments 0 points Most recent by User_2025-02-03-20-10-42-447
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Chats Avoided by Intervention - SmartAssistantContent We're going to add SmartAssistant before chat requests are submitted, to better help our members self service. There's a report, Questions Avoided by Interventio…User_2025-02-03-16-48-16-590 25 views 3 comments 0 points Most recent by User_2025-02-03-16-48-16-590
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Filtering data on most recent dateContent I am creating a report using a custom object linked to a contact. I want to display only the most recent date that is contained in the date column/custom object …User_2025-02-03-21-55-02-914 14 views 2 comments 0 points Most recent by User_2025-02-03-21-55-02-914
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Reporting on incidents automatically closed with a standard responseContent We have a few categories set up that will generate a Standard Response back to the customer and auto solve the incident so an agent doesn't have to answer routin…
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Updating due date when in Waiting status (SLA)Content Hi All, we are trying to get to display the time left in an open incident (or the updated due date), before it hits the SLA. That should be recalculated regularl…
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Red X in grid for Chart Report/DashboardContent Has anyone seen this before? I have a Dashboard with 4 chart reports. The top 2 reports have a Red X across where the grid should normally be. It shows up on oth…
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Pie Chart based on Incident SeverityContent Hi All, I have a requirement to create a report with pie chart which should be grouped based on incident Severity. i.e. if there 4 severity values 1 to 4, there …
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Table containing Open Edit Report configurationContent I need report that describes the Open and Edit parameters of reports per profile. Does anybody know which table contains the open and edit parameters for each re…
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Locked and Active Accounts Notification via EmailContent Hello, Is there a way in Oracle RN system so set a notification via email for the situations when the active Agents account are more than 5 established? I mean i…User_2025-02-03-17-38-42-482 15 views 2 comments 0 points Most recent by User_2025-02-03-17-38-42-482
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Last Referring URL ReportContent 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…User_2025-02-01-08-41-04-877 40 views 0 comments 0 points Most recent by User_2025-02-01-08-41-04-877
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Survey Results Filter not filtering the actual answers.....Content We are trying to filter the results from our surveys and have added the date completed filter to the report however there is an action function that is calling a…
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Clickstreams table for Answers?Content Hello, I'm trying to create a report that shows a breakdown of answers by OS, filtered by product and date. I can't get the report to run (it keeps breaking due …
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Last updated by - IncidentContent Hi Gurus, How could we get the Last Updated By in Reports, Connect PHP Thanks, Mohan -
Question for a Survey Reporting FilterContent We have recently began exploring surveying in our business. We are interested in creating a scheduled report based on a few criteria. On this specific report we …User_2025-02-03-19-28-20-911 22 views 2 comments 0 points Most recent by User_2025-02-03-19-28-20-911