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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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…User_2025-02-03-21-53-19-701 39 views 3 comments 0 points Most recent by User_2025-02-03-21-53-19-701
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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…User_2025-02-03-19-34-13-477 33 views 2 comments 0 points Most recent by User_2025-02-03-19-34-13-477
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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 …User_2025-02-03-17-27-27-912 20 views 4 comments 0 points Most recent by User_2025-02-03-17-27-27-912
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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…User_2025-02-03-21-49-43-585 24 views 3 comments 0 points Most recent by User_2025-02-03-21-49-43-585
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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… -
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.…User_2025-02-03-20-50-40-327 38 views 4 comments 0 points Most recent by User_2025-02-03-21-53-19-701
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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…
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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…User_2025-02-03-16-21-51-976 28 views 2 comments 1 point Most recent by User_2025-02-03-16-21-51-976
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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…User_2025-02-03-18-49-47-601 30 views 1 comment 0 points Most recent by User_2025-02-03-22-16-06-242
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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 …User_2025-02-03-19-34-13-477 37 views 3 comments 0 points Most recent by User_2025-02-03-19-34-13-477
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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…User_2025-02-03-16-16-07-671 31 views 9 comments 0 points Most recent by User_2025-02-03-16-16-07-671
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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…User_2025-02-03-18-51-27-620 40 views 0 comments 1 point Most recent by User_2025-02-03-18-51-27-620
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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 …User_2025-02-03-17-55-46-643 21 views 2 comments 0 points Most recent by User_2025-02-03-17-55-46-643
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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… -
Identifying contacts without incidentsContent Is anyone aware of a standard report that identifies contacts in the system who do not have any incidents associated with them? Additionally could you see a list…
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Report for Task auditContent I have a requirnment where i need to show the number of days of the status for which the task was in. thanksUser_2025-02-03-20-54-10-439 25 views 12 comments 0 points Most recent by User_2025-02-03-20-54-10-439
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Removing Last 2 Digits From a ColumnContent I currently have a custom field that is 4 numerical digits long, but I need to run a custom report that strips the last 2 digits off of the field; I need to keep… -
Reports in tst siteContent Wanted to solicit input pertaining to my Idea from last month (http://communities.rightnow.com/posts/14a18bdb64) regarding scheduled reports on the tst site. Asi…User_2025-02-03-21-53-19-701 24 views 2 comments 0 points Most recent by User_2025-02-03-21-53-19-701
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Category/Subcategory Report "multiple" as a valueContent We created a report to pull out all Answers by Category and Subcategory including different Categories/Subcategories for the same answer. We were able to yield t…User_2025-02-03-16-32-37-376 26 views 4 comments 0 points Most recent by User_2025-02-03-16-32-37-376
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Answers Search ReportContent Hi, is there any report that shows me: - Most common words searched in the customer portal and in the KnowledgeBase Widget - Most common answers accessed Thank y…User_2025-02-03-20-37-56-957 25 views 2 comments 0 points Most recent by User_2025-02-03-20-37-56-957
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Report used as Announcement on Customer PortalContent Hello all, I'm hoping someone could help guide me in the right direction with a specific report my organisation is using as an announcement on our customer porta…User_2025-02-03-19-22-07-281 24 views 10 comments 0 points Most recent by User_2025-02-03-21-53-19-701
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Linking to Quick Search Report from Parent ReportContent I'm trying to get a quick search report to open an incident directly from a parent report. What is happening is I click the link (Ref Num) on the parent report. …
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Chat Exception Report HelpContent Hello, I am trying to create a chat exception report...any help is greatly appreciated. Chat hours = 8:30 am - 5:00 pm ; Monday - Friday What hours within this w…