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.
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Reporting & Analytics for B2C Service
Discussion List
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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.…User_2025-02-03-17-29-40-605 56 views 4 comments 0 points Most recent by User_2025-02-03-17-29-40-605 -
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…User_2025-03-10-22-22-43-573 23 views 3 comments 0 points Most recent by User_2025-03-10-22-22-43-573 -
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…User_2025-03-10-22-22-43-573 15 views 4 comments 0 points Most recent by User_2025-03-10-22-22-43-573
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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:…User_2025-02-03-20-01-41-735 41 views 2 comments 0 points Most recent by User_2025-02-03-20-01-41-735
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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…User_2025-02-03-21-43-52-073 29 views 2 comments 0 points Most recent by User_2025-02-03-21-43-52-073
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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…User_2025-03-10-22-22-43-573 153 views 4 comments 0 points Most recent by User_2025-02-03-20-10-42-447
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Exporting via Excel - Seperate sheets for each Dashboard TabContent Hi All, I have recently created my first RN reports and Dashboard. My Dashboard contains a number of reports (6) which I have added to separate Dashboard Tabs. W…User_2025-02-03-18-51-12-084 26 views 1 comment 0 points Most recent by User_2025-02-03-19-34-13-477
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Sent email reportContent Guys, are there any vanila report with all emails send to customers? thanks!
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Output as Filter !!Content Hi All, We have two reports which are linked to each other. What I am looking is whether we can use one of the output columns of first level report as filter for…
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How do I display zero's instead of the "There are no items to show in this view"?Content We have a daily scheduled Chat report that is being consumed by our developmenet team for a business dashboard. The problem is on days when there is no activity;…User_2025-02-03-17-48-56-032 27 views 10 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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Reporting in 'working' or 'week' daysContent Hi Can you tell me if it is possible to report just using week days (Monday to Friday) within RN? I notice that this question was asked some years ago when it wa…
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Total Time Engagement Time - How does this work?Content "Total Engagement Time" Formula: sum_distinct( chat_agent_sessions.engaged_secs, chat_agent_sessions.client_id) I don't trust the number this formula produces be…User_2025-02-03-17-48-03-517 40 views 4 comments 0 points Most recent by User_2025-02-03-17-48-03-517
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How to show in a report the icon of the channel from which an incident has been raisedContent Hi all, I have a report the shows all the incidents associated to a contact and the icon (or image) of the channel from which the incident has been raised (eg. T…User_2025-02-03-19-52-04-148 24 views 4 comments 0 points Most recent by User_2025-02-03-19-52-04-148
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Incident performance by category-Report Id -80Content Hi All, Can anyone explain how the below column values has been calculated in the report level(Report name-Incident Performance by category)? Initial Assign(Abs)…
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Incidents created from a mobile deviceContent Hi guys, i would like to report incidents, that are only created from a mobile device. Can anyone help me with this one? The reason is to see how many of our cus…User_2024-12-17-19-44-07-776 36 views 3 comments 0 points Most recent by User_2025-02-01-08-58-06-521
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report on mailings including files that are referencedContent I wonder if there is a way to run a report on mailings sent this year and include the files (PDFs) that were referenced in the mailing campaigns (example: a mail…User_2025-02-03-21-48-09-113 23 views 2 comments 0 points Most recent by User_2025-02-03-21-48-09-113
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Contact's Last Incident DateContent I have a contact report of users by area we use to market product boot camps (training) to and was asked if we can add a column that shows the last incident crea…User_2025-02-03-17-55-26-866 30 views 3 comments 0 points Most recent by User_2025-02-03-17-55-26-866
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CP2 to CP3 conversion, problems with reportingContent Hello all, We are having a issue with our web visits report tab in our incidents. The report is showing multiple visits to sites, with 0 seconds time spent on si…
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Report Paging and Computed FieldsContent I've searched the forums and Google; can't seem to find a solution. Here's the issue: I need to produce a report that shows only the top 5 incident categories ba…User_2025-02-03-18-24-52-825 19 views 2 comments 0 points Most recent by User_2025-02-03-18-24-52-825
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Report on usage of My Favorites featureContent Our end-user pages have the option to add an answer to My Favorites, which adds the answer to user's My Favorites page. The user can then go to their My Favorite…
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Count of KBs Changed to PublicContent I'm trying to create a report to display the number of KBs, by group, that changed to a public status for a selected date range. This would be any time the KB wa…
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Tip: Report commands/actions don't work in design/preview modeContent Hi there, I was working on a report and for some reason, my report commands/actions (e.g. Open, Delete) weren't working. Reporting guru anash informed me that re… -
Keyword Search On First Thread EntryContent I have been attempting to build a report that searches just the first entry in thread (or "Your Entry") for specific keywords. The results are picking up the key…User_2025-02-03-17-21-39-302 53 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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Report in incident workspace not filtering by current incidentContent I have a report within a tab in a Incident workspace. It currently shows a chart and should be based on the incident it is within. It uses data from custom Conta…User_2025-02-03-19-34-13-477 30 views 3 comments 0 points Most recent by User_2025-02-03-19-34-13-477
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Calculate the First Time FixContent Hi there, Am looking for a way to calculate the First Time Fix. Within the company, the FTF is calculated based upon the response of one particular person. So it… -
"Keyword Search" on Private Notes/Customer Entry/etc.Content Hi everyone! I am attempting to build a report that would allow us to do a "keyword search" within the Message Thread (Private Note, Customer Entry, etc.). I hav…User_2025-02-01-08-41-04-877 30 views 4 comments 0 points Most recent by User_2025-02-03-19-34-13-477
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Incident transactions report - forwarded incidentsContent Hello I have a report which shows incident transactions, which is designed to show forwarded incidents by agent, so I've got a couple of filters on the report to…User_2025-02-01-08-29-25-648 27 views 2 comments 0 points Most recent by User_2025-02-01-08-29-25-648