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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Get relative incident information by statusSummary Get relative incident information by status at previous/present instance of timeContent Hi, I am trying to build a report that shows incidents by status at a par… -
Chat Concurrency Factor - 30 min intervalsContent Hello How would I edit the Chat Concurrency Factor (3015) to be broken down in intervals of 30 minutes instead of an average of the entire day? -
How to use both SUM and COUNTContent Hi, We have custom field for a contact called department. It's in the format: DEPARTMENT.TEAM I've split this successfully into two columns. The 3rd column does … -
account_session_history tableSummary How long is data kept in the account_session_history table?Content Anyone know how long the data is kept in the account_session_history table? Specifically looki… -
How to Mask Year in Date of BirthSummary Attempting to mask or completely remove year in date of birthContent Hello, I am attempting to produce a report that will give birthdays without year. We have ma…User_2025-02-04-13-00-33-588 87 views 5 comments 1 point Most recent by User_2025-02-03-22-07-33-802 -
record deletion auditSummary how to find out if incident's any attachment file is deletedContent Hi there, I need to build a RightNow report to show if any file attachment in an incident is …User_2025-02-03-18-22-27-874 54 views 4 comments 1 point Most recent by User_2025-02-03-18-22-27-874
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R13.19A OTBI Direct Database Query Privilege ChangeSummary In R13.19A OTBI direct database query has been disabled by default. To prevent reports generating system errors, BI Administrator can modify BI privileges to rev… -
Report Not Displaying all Community Questions or CommentsSummary Report Not Displaying all Community Questions or CommentsContent We have a report that displayed the basic Community information (see attached) that had been wor… -
How to set the default output formats for reportsContent We have created the reports through the BIP and for each and every report there are some default output formats ara predefined if my required output format is no… -
Add new note/thread from reportSummary Add new note/thread from reportContent Our finance team need to respond to queries in their queue from a report. They'd like a faster way to do this without havi…User_2025-02-01-07-03-13-295 43 views 3 comments 1 point Most recent by User_2025-02-03-20-46-35-138
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distinct group_concatSummary How to get a group concat to only show distinct values?Content Hello, I have a parent table with two children tables (siblings). I need information from one chil…User_2025-10-31-01-08-51-703 231 views 33 comments 1 point Most recent by User_2025-02-03-16-51-39-328
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Incident last updated by and last status change byContent Hi, Happy new year! I have a report which lists incidents. I want to show who last updated it and who did the last status change. They can be the same person at …
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'Expanded Report Audit Log'Content We have upgraded our instance to 18D. I was looking forward to this report 'Expanded Report Audit Log', but currently I am seeing any data in it even though ther…
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Count the number of customers who make chat dailyContent Hi, Everyone I have a problem, now our business wants to know how many customers have launched chat every day, we want to count the number of people who launch c…
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Is it possible to show the Report Definition as a report column?Summary Output the report definition as a columnContent I have a report that shows information about reports, such as the Report ID (name), ACID, Owner, Last Run, etc. I…
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Count recieved emailsSummary Report or method to count emails recieved from specific email(s).Content Hello, I am looking for a report that counts emails from a specific email address. Or if…User_2025-01-31-15-59-32-198 28 views 3 comments 1 point Most recent by User_2025-09-05-00-11-37-622
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Time in Status - Building on the one in the analytics cookbookContent First of all - http://communities.rightnow.com/posts/9fa6c50a66?commentId=82598#82598 is a great report - however for me at least, for obvious reasons, it shows …
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How to view how many agents are logged into chat?Content Hi, Is there a report to show us how many agents are logged into chat? Otherwise is there a way to do it programmatically? I can see how many agents are logged i…
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Expired vs. Cancelled ChatsSummary Which is the calculated abandoned rate?Content Can anyone advise on What is the industry standard to calculate the abandoned chat rate? Do we include the expired… -
Is it possible extract email addresses from incident thread in OSvCSummary Extract email addresses from incident threadContent Hi, I need to extract email addresses from multiple incidents (all sent from the same email address) but with…User_2025-02-03-16-51-39-328 39 views 8 comments 1 point Most recent by User_2025-02-03-16-51-39-328
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Calculate AHT per queueContent Hi Any advice on calculating AHT per queue for completed incidents please? I cant work out how to do it. Thanks Tim Version service cloudUser_2025-02-01-07-02-22-710 24 views 3 comments 1 point Most recent by User_2025-02-03-16-51-39-328
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Dashboard Style Suggestions RequiredContent Hello Experts, I need suggestions for styling dashboard for better view. I have attached my (current dashboard.jpg) screenshot, that is more detailed but I want …
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Incident Performance Type - Explanation what each one doesContent Hi, The type of incident intervals are below: 1 - Create to Initial Response 2 - Status Change to Response 3 - Assign to Response 4 - Create to Final Resolved 5 …
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Customer satisfaction evaluationContent Dear All Now, I want to calculate satisfaction based on the evaluation of the terminal customer's agent service. But I didn't find a good way. Please refer to th…
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Simple questions of IF/ELSE statementsContent I have a variable as follows in a report: date_diff(incidents.closed,incidents.created)/1 I have a column defined as the following: if($tUser_2025-02-03-19-49-57-702 30 views 2 comments 1 point Most recent by User_2025-02-03-19-49-57-702
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Daily Responses Sent - only display totalsContent Hi, I have a report showing number of emails answered from each Q yesterday and how many of them were answered within 24 hrs. As you can see in the attached, the…
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Reporting various Incident Thread Types in one cellContent Hi, Can anyone help with the expression for the column that would output multiple thread entry types in one cell? I. e. I need to have a cell that contains all t…
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Tracking Accounts that never Log InContent Hi All, In trying to manage our staff account licenses, we are trying to develop a report that will tell us if a user account was created, but never logged in. W… -
Remove report schedule from user private folderContent I have a few report schedules I would like to delete but the reports are in report private folders that belonged to users who are no longer with us and who's use…User_2025-01-31-02-50-15-254 22 views 3 comments 1 point Most recent by User_2025-01-31-02-50-15-254