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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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… -
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… -
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 24 views 12 comments 0 points Most recent by User_2025-02-03-20-54-10-439 -
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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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 23 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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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… -
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… -
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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Visitor event TABLE in data dictionaryContent Can someone tell me the purpose of this table? It has some columns in it that I would find useful but it does not appear to have data. My desire is to understand… -
Set Value of filter from value on workspaceContent The use case is to pass the value of the service product on an incident to the report used by the agent to search the knowledgebase. How would I accomplish this?…
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Where to monitor how many sessions used and how many leftContent I need to monitor the site status. I know I can get the information about the current service status and historial service status through VCIO while where I can …User_2025-02-03-20-13-40-492 35 views 2 comments 0 points Most recent by User_2025-02-03-21-53-19-701
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Label report on Categories and DispositionsContent Is there a way to create a report that will show the categories and dispositions in each language with the interface as columns? So far I have only been able to … -
Categories in OrderContent Does anyone know if it is possible to build a report that displays Categories in the order they are listed in the 'Product/Categories/Dispositions' section? I've…User_2025-02-03-20-02-06-095 26 views 2 comments 0 points Most recent by User_2025-02-03-21-53-19-701
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Report Scheduler - How to join 'Email To' field in reportingContent Where is the 'To' field in the report scheduler? I need to write a report that tells me the email address that scheduled reports are being sent to. Regards... Co…
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Automatic Wildcard searchContent Hi Gurus, Can we include asterisk ('*') in font and back of the search content automatically? For Ex: If we enter 'Russel' in the search box, it should returns J… -
Displaying data based on SLAContent Hi community :-) Some background info: We are working with a special queue assignment where the agent needs some info from another department. If the agent assig…
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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 30 views 9 comments 0 points Most recent by User_2025-02-03-16-16-07-671
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How to get all columns in report according to specified search valueContent Hi, Summary: I created a report using Survey Questions.In my report i have 4 columns,I kept run-time search based on columns but it showed only 3 columns in repo…
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Audit Report for Use By AgentContent Hello, I know it may sound a bit "untrusting", but is there a way to audit a report to see which agents are running it? We'd like to be able to view how often an…User_2025-02-03-16-48-16-590 35 views 2 comments 0 points Most recent by User_2025-02-03-16-48-16-590
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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.…User_2025-02-03-20-50-40-327 37 views 4 comments 0 points Most recent by User_2025-02-03-21-53-19-701
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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 38 views 3 comments 0 points Most recent by User_2025-02-03-21-53-19-701
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Customizing Survey Report - Trouble Filtering by Survey IDContent There is an included report titled Survey Score Trend by Agent which is basically showing you a graph of the average survey scores by agent. We have a Phone Cust…
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Links is in disabled mode-Custom object reportContent Hi All, I have created custom report for Custom object (XXXX) but the "Links" option is in disabled mode for that report.Please find the screenshot. Why is it in…
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Number of responses by Survey question - Last 6 monthsContent Hi, Summary:I want to show the distinct values for a survey question in first Column ,and then in remaining columns we want to show number of responses based on …
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Number of responses by Survey question - Last 6 monthsContent Hi, Summary:I want to show the distinct values for a survey question in first Column ,and then in remaining columns we want to show number of responses based on …
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Reporting on surveys sentContent Hi there, I am trying to report on how many surveys we have sent out and their responses. I can see an overall number on the summary page of the survey itself bu…
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E-Mails per HourContent Hello, I'm trying to develop a report that will give me the number of e-mails completed while the agent was in our "E-Mail" status. I currently have the correct …User_2025-02-03-20-12-51-730 25 views 6 comments 0 points Most recent by User_2025-02-03-17-36-03-726
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Live Wrap-Up TimeContent I'm trying to create a report that will show what status an agent is currently, if they are in wrap-up mode for any chats and how long they've been in wrap-up mo…