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How to filter a report in Chat Workspace by a custom field set over the Chat URL

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edited Dec 18, 2015 2:52PM in Reporting & Analytics for B2C Service 3 comments

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Hi all,

I am launching a chat with a customized URL where I am setting a custom field as follows:

http://cvtravel.rightnowdemo.com/app/chat/chat_landing2/contacts.first_name/Mattia/contacts.last_name/Caputo/contacts.email/invalid@151215-000010.com/incidents.subject/Chat Session/incidents.c$ref_no/151215-000010/

As you can see I am setting the incident.c$ref_no custom field (to a reference number) and I am able to display that field in the Chat Workspace.

I would like also to display, in a report (within the Chat Workspace), all the thread conversation related to that incident (basically all the threads related to that incident). Therefore I am trying to display the value of the custom field in the report and to filter the report by that custom field, but the report is showing me all the threads related to all the incidents (like there was no any filter).

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