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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Syntax/ expression guideContent Hi! Is there any guide/tutorial with examples with all the syntax and expressions available in reports? Thnx!User_2024-12-17-19-53-13-615 49 views 2 comments 0 points Most recent by User_2025-02-03-16-51-39-328 -
Using report variables in report header textContent Apologies if this has already been answered, I searched the KB and both forums for the answer to my question but was not able to find anything. I am putting some… -
Objects in Excel Report, need to convert to dataContent We have a multi-select question in a customer satisfaction survey, which allows the customer to slect multiple products that the customer has installed at their …User_2024-12-17-20-09-08-225 14 views 3 comments 0 points Most recent by User_2025-02-03-22-10-09-552
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Report for Agents who never logged inContent Hi there, I'm trying to find a good report that shows agent who have not yet logged in. I have tried creating several reports, but all search too many rows and t…
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REPORT_ERROR_VIEWS_ENGINEContent I'm always getting the REPORT_ERROR_VIEWS_ENGINE error when I'm running analytics report using a RightNowSyncPortClient from my application on C#.NET. I have che…
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Report on Incident where secondary contact is XContent We have a Sales Engineer who is attached to several incidents as the secondary contact and he wanting a report view of all incidents where this exists. Is this p…
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Incidents created from a mobile deviceContent Hi guys, i would like to report incidents, that are only created from a mobile device. Can anyone help me with this one? The reason is to see how many of our cus…User_2024-12-17-19-44-07-776 35 views 3 comments 0 points Most recent by User_2025-02-01-08-58-06-521
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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
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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 80 views 5 comments 0 points Most recent by User_2025-02-01-08-41-48-500
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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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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 42 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… -
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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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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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 42 views 3 comments 0 points Most recent by User_2025-02-03-17-34-38-012