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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Report on Half an Hour Intervals?Content I just got a request for a report that would report the number of incidents that come in for a certain group every half an hour. To my knowledge, this is not pos…User_2025-02-03-17-33-54-785 28 views 7 comments 0 points Most recent by User_2025-02-01-08-18-48-897 -
Handle-Time per Agent for Transferred ChatsContent Does anyone have experience calculating handle-time per agent across a single chat, when multiple agents have handled the chat? For example, if I initially handl… -
Remove duplicate incidents from a reportContent Is there a possibility to remove duplicate incidents from a report (like the "remove duplicates" function in excel)? I have created a report to check which compa…User_2025-02-03-18-57-47-987 78 views 5 comments 0 points Most recent by User_2025-02-01-08-41-48-500
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Find all scheduled reports for a recipientContent Is there any way of seeing who the recipients of a scheduled report are, or seeing all reports going to a recepient? I've been asked to reassign schedules so all…User_2024-12-17-21-03-03-062 50 views 24 comments 1 point Most recent by User_2025-02-01-08-18-48-897
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AnalyticsReportFilter Date/DateTime filters formatContent I cannot seem to get the reports to filter properly by DATE or DATETIME datatypes. What format do we need to send the filter value in as??? I've used the followi…User_2025-02-01-08-32-27-566 55 views 10 comments 0 points Most recent by User_2025-02-03-17-27-37-307
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Display Dashboard on homepageContent The departments in our company would like to view specific reports as soon as they log in to the CRM. We would like to display the dashboard automatically on the…
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Unable to Adjust Report WidthContent Hi All, I am having an issue with one specific custom report where I cannot increase the overall width of the report - when I add new columns, all other columns …
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Export a report directly to a FTP siteContent Is it possible to schedule a report to be exported directly to a FTP site? Would it be possible to have a report automatically exported to a specified network fo… -
Reporting Date Created for a Staff AccountContent I am trying to create a report that will show me all active staff accounts and the date that they were created. So far I have had no luck. Is it possible to disp…
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Reporting on ProActive Chat vs Reactive ChatContent Hi all We're looking at launching Proactive chat over the next month or so (we already use standard 'reactive' chat). A key method of measuring the success of Pr…
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Report on (un)blocked learned linksContent Hi there, Since one of our customers has discovered that in the related answers section answers appear from another interface that the answer is shown in, I woul… -
Trying to show Last Login time for all active agentsContent I'm working on trying to put together a report that shows me all active Staff Accounts as well as each Staff Account's Last Login time. The built-in report "Staf…
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Chat Standard Text UsageContent Does anyone know if there is a standard report or even a way to track chat standard text usage. I thought when we upgrade to Feb. 2010 I was told this would be a…User_2025-02-03-17-56-44-865 41 views 11 comments 0 points Most recent by User_2025-02-03-21-44-58-411
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Agents Searching the Knowledge BaseContent I believe the report Service > Site Reports > Admin Answers Accessed > Activity displays how many answers an agent viewed/appended answers via Search Knowledgeba…User_2024-12-17-20-14-00-343 40 views 4 comments 0 points Most recent by User_2025-03-10-21-27-49-962
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How to remove the highlight on the first line of a reportContent There may be an obvious answer to this petty annoyance.. but here goes...! I have some nice reports with exceptions that colour lines of data based on service le… -
replacing image with valueContent We would like to replace the 'checkmark' in the standard 'Survey Responses by Contact' report with a value. The reason being that the checkmark is an image and w…User_2024-12-17-19-38-18-061 38 views 2 comments 1 point Most recent by User_2025-02-03-22-16-06-242
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Getting Value into Report Custom ScriptContent Hello, I am using a report inside of a workspace of Organization. I am trying to get the orgs.org_id of the the opened organization inside the custom script of a…
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Averaging the # of days openContent I have created a report where I am looking at incidents from a subset of our customers - I rollup this report by Customer Name and then Incident Severity and the…User_2025-02-03-20-09-07-459 33 views 3 comments 1 point Most recent by User_2025-02-03-18-51-12-084
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Removing non-breaking space HTML tags from report resultsContent Is there any way to hide these by using custom scripts within the report? Some answers have 50 in a row and it's distracting when attempting to read the co…User_2024-12-17-21-17-15-944 94 views 24 comments 2 points Most recent by User_2025-01-30-01-33-48-907
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Can all thread.notes be grouped into a single row?Content Hi, I have created a report that returns a list of incidents, and associated information. One of the fields in the report is threads.note. Each time a note is cr…User_2024-12-17-20-08-32-345 27 views 11 comments 0 points Most recent by User_2025-01-22-19-36-04-997
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ClickStream Table - What does it all meanContent I am unable to find information to describe the various fields in the clickstream table and what they might bring for my reporting. The Data Dictionary has very …User_2025-02-03-20-27-34-498 65 views 13 comments 2 points Most recent by User_2025-02-01-08-18-48-897
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Reporting on status of accountsContent I'm reporting off the Accounts table. I'm trying to construct a report on the current status of each account. I want to know if the account is locked, permanentl…User_2024-12-17-21-02-32-294 31 views 3 comments 1 point Most recent by User_2025-02-01-06-21-55-603
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Time in Queue (Work Hours)?Content Hi, I am using this report (pdf attached), but I was wondering if the Time in Queue (Work Hours) column, I read the RN definition as " number of hours from a spe…User_2025-02-03-17-56-44-865 42 views 6 comments 0 points Most recent by User_2025-02-03-17-56-44-865
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Survey results in an Incident tab.Content I'm trying to figure out how to display the results of "msg_lookup('VIEW_RESULTS_CMD')" in an Incident tab, but so far I can find no mention of either msg_lookup…User_2024-12-17-19-29-03-440 59 views 3 comments 0 points Most recent by User_2024-12-17-19-29-03-440
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Report on incident rules that have been triggeredContent Is there a report or has anyone built a report based on a specific incident rule to see how often it has been triggered? Ideally, I'd like to have the report wor…
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Adding a total column to a Crosstab reportContent I have created a crosstab report that shows #incidents by organization and category. Organization is the row and category is the column. Is it possible to add a …
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Pay attention to table joins!Content Be sure to check how your tables are set up and that you are using the right kind of join when creating your report. (Edit report > Home Tab > Tables) By default… -
Is it possible to date_group on weeks other than Sun - Sat?Content Answer http://crm.rightnow.com/app/answers/detail/a_id/2116/ from RN's KB gives a few alternatives, but if I want to show multiple weeks from Friday to Thursday … -
Date group formatting by week.Content Hi, I am grouping data into reporting weeks by using the syntax below: date_format(transactions.created,'Week: WW MONTH YY'). This is displayed as "Week: 34 Augu…
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incident messagesContent I am creating a report and I need to be able to display all the incident messages for one contact. Regardless of it was a private note, customer entry or respons…User_2024-12-17-20-15-55-114 40 views 3 comments 0 points Most recent by User_2025-02-03-17-34-38-012