Reporting & Analytics for B2C Service
Discussion List
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Add 24 Hours to SysdateContent I have the below formula that display Support No when the c$osp_end is the same day as the sysdate. What I'm trying to do so it would still be Support Yes when t… -
Custom report for only the incidents assigned to me on the very previous dayContent Hi, In agent desktop I want to create a report such that I see only the incidents assigned to me on the very previous day. The report should open without any fil…
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Need to filter report output based on a group countContent We have created a custom Payment object in OSC which is associated with an incident - so that an incident can have one or more payments. I need to create a repor…
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Filter report based on e-mail address that sent to managed mailboxContent Our sales agents create tickets by sending an e-mail to our managed mailbox e-mail address. I'd like to add a filter to a report that allows me to search for the…
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Custom Fields in WorkspaceContent I've reviewed the data dictionary and don't belive this is possible, but I figured I'd check before ruling it out. I'm finding it difficult to review each worksp… -
Difference between primary and secondary search report in workspaceContent Hi All, For all the lookup fields in workspace we have a primary search report and secondary search report associated with them. Can someone shed some light on w… -
Correlative number starting with predefined valueContent Hi I wanted to know if there is a way to include a column in a report that could show a correlative number, starting with "40" (for example, agent don't define i…
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Copy Cell to Clipboard in Record LayoutContent I am unable to get a report in Record layout to allow my users to use the 'Copy Cell To Clipboard' function as expected. This works fine in Tabular layout. Expec… -
QlikviewContent Has anyone used QlikView to build dashboards using an API?
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Use Message Base Key as Column Header in ReportContent Having no knowledge of PHP, I've tried to **** around with stuff like $rows[0][0]->val = and: ac_msg_item_byname("****_****"); } ...without success. The goal is … -
Incident Queue Handle TimeContent I need to get stats on how long a ticket was in a particular Incident Queue. I need to see the total time it was in the queue (considering it may have transition… -
Checking if contacts exist using an external listContent I have an external list of contacts and I would like to find a way to run a report that used that list to look up the contacts in Right Now to see if they alread… -
Calculating FCRRContent Hi I have gone through other posts about this but have not been able to find the answers. I am trying to calculate the first time resolution rate for incidents t…
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Extract Banner flag text for all incidentsContent Hi All, I'm after a simple report to extract all incidents where the banner flag has been used (regardless of importance) and text entered/deleted. Doesn't seem …
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chat_agent_performance_intervalsContent Hi ! We are in the process of creating reports to show an agents total logged in time total time spent chatting (they can handle two chats at the same time) tota…
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Retrive Logged account info in custom report scriptContent Hi guys, I have a incident report that use a custom script. I need to retrive some custom fields from the loggend account to use in the script to build the repor…
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Queue performanceContent Hi, I'm trying to run a standard report on the performance of a particular queue. I want to know the average time it's taking to resolve incidents in that queue.… -
Help with reporting incidents by date last updated without the timeContent Hi, I've been attempting to create a report that lists the number of incidents in a specific status by the date they were last updated. I've been having an issue… -
Report control in Workspace - Tab Number OverviewContent Hi, Is someone able to point me in the right direction, I have seen previuosly a setting which enables the tab in the workspace to show a overview number that is… -
Show answer ratings and feedback in one reportContent Hi, is it possible to show the answer rating (we use star rating 1-5) and the corresponding comment/Incident if any in a report? We would like to see the rating …
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Report Archive Best PracticeContent I have over 1,000 reports to archive. I need to ensure only Full Access users have access to view/copy/execute these reports. Is there a way to limit user permis… -
Apostrophe in ROQLContent Hi Gurus, We have to use the value which has apostrophe in it in ROQL. Use case like , we have a country name Cote D'ivoire. We have to pass this value as an arg… -
Returning a percentage of random incidentsContent Hi, I was wondering how I could only display, for example 25%, of the total returned incidents in a report? Ideally they would be random. The situation is for a …
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report identifying all reports using a specific fieldContent Is there a report that will provide me all reports that are accessing a specific field? (joins, filters, columns in the report itself) ie show me all reports tha…
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Keyword search reportContent In the keyword search report, there's a column called result_list. It's a list with answer's IDs. I want to create a second level on this column, this seconde le…
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Linking Question Sessions with relevant Incident responseContent Hi all, We send an agent satisfaction survey every time an incident is closed. With AAQ/Email incidents, this is when we have sent a response. The customer can r…
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Capture form validation errors?Content Hello, I was wondering if there's a way (or report I've yet to find) that shows how many form validation errors users are seeing when they click to submit a form…
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How to Define the Field w/ the Focus in Search Filter WindowContent My apologies if this has already been asked. As an example, in the image below, I want the "Name" field to have the focus/emphasis so when I launch the search I … -
Report logic - Show different field values dinamically in one same report columnContent Hi Is it possible to make a report that in the same "column" it can show two different column (field) values according with a condition? My specific requeriment …
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How to add "Average Response Time" to "Agent Performance - Detailed" ReportContent I can add this field to the report with no issue (it's found here: Data Dictionary> All Tables>Stat(s)>Average Response Time) But when I run it, it says I'm tryi…