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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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 -
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 38 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_2024-12-17-21-17-15-944 103 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 26 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
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Backlog ReportContent We are trying to create a backlog report where the backlog is the total number of cases still open at the end of each day. The standard backlog report does not g…