Reporting & Analytics for B2C Service
Discussion List
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Custom Fiscal CalendarContent Hi all – I am trying to build a monthly and quarterly report that runs automatically to coincide with our fiscal calendar. At this time I have to manually tweak … -
filtering incidents into a queueContent Is it possible to filter incoming incidents and assign them to a specific queue based on keyword in the subject heading. e.g. any incidents with the word complai…
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Incident count for Updates within 7 days atleast 3 timesContent Hi, We have a requirement to develop a report to list incidents which have been updated (it can be any) exactly 3 times with date range last 7 days. Any ideas ap… -
Changing filter display valuesContent Hi. I havent found a way to how change the values of "display search criteria inline". At the moment if I select to show my "Date Range" -filter in a report it s…
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Report Index QuestionContent Could anyone tell me why when I have a report that lists incident details, the report uses indexes and queries only 3.8M rows, but if I group by a variable in th… -
Export All option not available to userContent We have one user when exporting a large report to excel, does not have the ability to select Export All data in the data Set. Another user with exact same permis…
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Averaging the # of days openContent I have created a report where I am looking at incidents from a subset of our customers - I rollup this report by Customer Name and then Incident Severity and the… -
Search for hyperlink text?Content I am attempting to do an answer search for a website name prevalent in many of our answers. However, my search (answers.search_cpx like) will not return any answ…
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Chat not Assigned a Group - "No Value"Content Hello, Is anyone able to explain how a chat gets reported without a group? (see "No Value" below) Thanks, Nick -
Custom summary calculation for Analytics reportContent We have a unique report where we want to have custom summary calculation that is dependent on the summary information from other 2 columns. For e.g. please see t…
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Filter for incidents about to go out of standardContent I've created a report for our team that counts incidents that are open and past their SLA - Overdue requests. The team would now like a second count on the repor… -
Exporting reports through APIsContent Hello, We need to extract data from RightNow every 5 or 10 minutes. There are some objects that are not available through native APIs, only through RightNow repo…
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Report to count only if 'yes' is the value across multiple fieldsContent We have a number of Opt-in fields that record different customer preferences. e.g. does the customer want to receive (field 1) Brochures - Yes/No, (field 2) SMS … -
Possible to see comments on forwarded incidents?Content Hi everyone I have a report which shows incidents with the transaction type of Forwarded, and I have a column which shows the email address that the incident was…
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Survey Completion Results/ScoresContent We are attempting to create a report that will provide detailed survey results that will yield overall scores by agent type, incident type, date range, and more.…
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"Last Agent Responded" on ReportContent Hey everyone, I am trying to build a report that will show the "Last Agent Responded" to an email. However, I have only been able to add Created and Response Sen… -
open incident count for an agentContent Hi All, can anyone tell me how to show the report if there are more than two open incidents assigned to an agent? Kindly give some idea on this. Thanks, M.Muthul… -
Drill Down FiltersContent I have a report that counts response time. One column, counts how many incidents were responded within 24 hours, another column counts incidents that were respon…
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Report to provide workspaces and scripts that are using a specific reportContent Is there a report that provides workspaces and scripts that are using a specific report? I need to update a report but need to know workspaces, scripts, and Nav … -
Scheduled report not being receivedContent Hi I've scheduled a report to run at various times over the last couple of days but haven't received the detail of it by email. When I check the schedule it conf…
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How to display all SLAs for an orgContent Hi All, In Organization level, we have associated all the SLA's which we created. But while creating an incident for that organization we can see only one SLA in…
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Counting incident responses: incidents.last_resp vs stats.resp_incidentsContent Hi, According to two different out-of the-box reports, I am getting significantly different information about the number of incident responses over a date range.…
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Time Stamp of Incident with maximum wait time.Content Hello, I'm trying to retrieve the timestamp of an incident with maximum wait time. From the inc_performance table, I'm able to retrieve the maximum wait time usi…
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Using Response Requirements for Age of IncidentsContent Can anyone give some advice on how I can get the age of an incident since last updated to count based on the response requirements. At the moment this: date_diff…
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Retrieving Filter valuesContent Hello, Is there a way to use values specified in the column definition expression? I'm trying to create a column with count of incidents that have initial respon…
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Top 3 feedback typesContent Hi, i'm trying to make a report that shows top 3 reasons for customer feedback. I'm not able to get top results, i tried the function MAX, but seems that it retu…
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Can you create a report that shows number of surveys an agent has completed with number of questionsContent I am new to the system but have been tasked to create a grid report which can be exported. My design would be to have the agents name, number of surveys, questio…
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Combining Expressions using AND OR statementsContent I am hoping someone can assist me. I created a report (definition attached). I am wondering how I could combine the Update and New columns together. For example:… -
How can I fetch the visible(Display on End-User Side) ID and Label of the custom fields?Content Recently, we have upgraded the CX to the May 2015 Version and migrated the CP2 framework to CP3. In the old version, we have a custom script with a MySql query w…
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Custom Script in the ReportsContent Hello, I'm new to the custom scripts in the report and I found a lot of useful information in this forum. I found a post that indicated a way to retrieve the rep…