What's new in Customer Journeys?

Connect and learn more! ×
Reporting various Incident Thread Types in one cell — Cloud Customer Connect
You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Reporting various Incident Thread Types in one cell

Accepted answer
48
Views
13
Comments
edited Aug 1, 2018 10:58AM in Reporting & Analytics for B2C Service 13 comments

Content

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 the text from all threads in the incident.

if I simply make a column with threads.note I only get the text of the initial customer query but not the auto-response, staff responses and private notes.

When I do to_char(threads.note) I get all entries but on a separate line.

The business case here is to enable agents to quickly view the incident through the "More" link in the report rather than having to open and close the incident in a separate tab.

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!