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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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 46 views 6 comments 0 points Most recent by User_2025-02-03-17-56-44-865 -
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 61 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