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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Tracking Knowledge Articles Sent by AgentsContent Similar to the Standard Text Utilized by Agents report, I'd like to be able to track which knowledge base articles are being sent to our members, and by which ag… -
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.…User_2025-02-03-17-20-52-637 25 views 1 comment 0 points Most recent by User_2025-02-03-17-20-52-637
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Workflow, Workspace, and Script Management ReportsContent Is there a reporting module similar to Report Management that will tie them all together? Example, I want to see all the workspace and scripts that use the orgs.…User_2025-02-03-18-49-47-601 38 views 2 comments 0 points Most recent by User_2025-02-03-18-49-47-601
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E-mail backlog per queue.Content Hi there, I was wondering if there is a report available somewhere within RightNow that would enable me to see the historical backlog per queue, per day. Now, I …User_2025-02-03-17-12-54-137 46 views 6 comments 0 points Most recent by User_2025-02-01-08-04-13-139
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Last Agent LoginContent I would like to have a report to show the last time an Agent Logged in. I haven't been able to find anything in the tables to represent last login date. Does any…
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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…User_2025-02-01-08-41-04-877 30 views 5 comments 0 points Most recent by User_2025-02-01-08-41-04-877
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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…
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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…User_2025-02-01-08-29-25-648 36 views 3 comments 0 points Most recent by User_2025-02-01-08-29-25-648
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How to get the Agent response values from the Guided Assistance??Content Hi All, Does anyone knows how to get the Agent response which were entered in the Guided Assistance? I am trying to creating one report which must display the GA… -
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.…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
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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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Customer entry thread-ReportsContent Hi All, Can we add the customer entry thread in reports level?I have searched in all the incident related tables, I cant see any related columns. Could any one h…
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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…User_2025-03-10-22-22-43-573 22 views 3 comments 0 points Most recent by User_2025-03-10-22-22-43-573 -
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_2025-03-10-22-22-43-573 152 views 4 comments 0 points Most recent by User_2025-02-03-20-10-42-447
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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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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 14 views 4 comments 0 points Most recent by User_2025-03-10-22-22-43-573
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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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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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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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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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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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Trouble with LIKE operator in filter expression.Content I'm experiencing something which I can only describe as odd.. I'm attempting to use a variable in conjunction with a LIKE operator in a report filter. Expression…
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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 28 views 2 comments 0 points Most recent by User_2025-02-03-21-43-52-073
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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…User_2025-02-03-20-55-18-663 17 views 4 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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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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Analytics/Reporting Functions With ExamplesContent Hi, I have been creating reports in the RightNow CX by using the functions but most of the times its hit & try because I can’t find list of all functions with th…
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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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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 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 22 views 2 comments 0 points Most recent by User_2025-02-03-21-48-09-113