Reporting and Analytics
Discussion List
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List Filter for a Text Custom FieldSummary Docked Filter to allow the user to use a drop down for a text custom field in a reportContent Hello all, Looking for some creative solutions here - I have a text… -
List Filter for a Text Custom FieldSummary Docked Filter to allow the user to use a drop down for a text custom field in a reportContent Hello all, Looking for some creative solutions here - I have a text…
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Median of Business DaysContent REMOVEDKinga Rapolti 29 views 0 comments 0 points Most recent by Kinga Rapolti Reporting & Analytics for B2C Service -
Remove Report Name While Exporting in BUI versionContent is there any way to Hide/Remove report name while exporting in BUI? in .NET version we have check box which allow user to remove report name in output but not op…Ajay Yadav-140866 46 views 2 comments 1 point Most recent by Ajay Yadav-140866 Reporting & Analytics for B2C Service -
View what emails were sent by Connect PHPContent Hi, We send emails using the public mail API - is it possible to get an audit of what emails were actually sent? So let's say we had code to send to 100 email ad… -
Need to capture 2nd thread response date/time in report columnSummary Need to capture 2nd thread response date/time in report columnContent Hey All, There is three response sent to the customer. I want to capture the 2nd response d…Vikash Patel 32 views 2 comments 1 point Most recent by Vikash Patel Reporting & Analytics for B2C Service
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Report to show only Incidents for Contacts with Multiple Open incidentsSummary Basically trying to filter out the customers with multiple open incidentsContent We have incident reports showing all open incidents for various queues. Of cours…Desmond P 40 views 1 comment 0 points Most recent by Ajay Yadav-140866 Reporting & Analytics for B2C Service
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Agent Login ReportSummary Out of the Box Agent Login ReportContent Hey all, I'm looking at the standard Agent Login report located in \Public Reports\Service\Agent Reports\Agent Login and…JoshLong 120 views 2 comments 5 points Most recent by JoshLong Reporting & Analytics for B2C Service -
Chats handled per chat agent interval - possible?Content Hi, We've a requirement to report on detailed chat agent interval data, specifically number of chats handled and AHT per agent per interval. I know we can get th…ChrisCarter 34 views 3 comments 2 points Most recent by Anuj Behl Reporting & Analytics for B2C Service -
Counting Incident SourceContent Is it possible to make a report that displays an agent's name, number of Incidents they have assigned to them that were created by ask page and the number of Inc…JoshLong 32 views 4 comments 0 points Most recent by Ajay Yadav-140866 Reporting & Analytics for B2C Service
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Get the Percentage of Status from daily incidentsContent Hi Experts, Is there a way to Get the Percentage of Status from daily incidents? Example: for today there are a total of 100 incidents and 50 of those are solved…Jepee Celorico 22 views 6 comments 0 points Most recent by Ajay Yadav-140866 Reporting & Analytics for B2C Service
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Unordered Column in Custom ReportSummary Report Columns Do Not Display In OrderContent Hi, I created custom report and added column in order way in which they display output to agent. I ran report and d…Baljeet Singh-231094 29 views 4 comments 1 point Most recent by Baljeet Singh-231094 Reporting & Analytics for B2C Service -
Last Agent LoginContent I would like to have a report to show the last time an Agent Logged in. I haven't been able to find anything in the tables to represent last login date. Does any…Laura Shero 112 views 5 comments 0 points Most recent by Nithin A Reporting & Analytics for B2C Service
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Chat TransfersContent I'm trying to figure out how many chats each agent transferred in a given timeframe. Any ideas where to start?David A. Simone 27 views 1 comment 0 points Most recent by Ajay Yadav-140866 Reporting & Analytics for B2C Service
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Report to show custom field usageContent I'm trying to put a report together that shows me how many times a custom field is used. The rationale being that I want to remove any unused fields! I fail to s…Paul Howard-118195 60 views 9 comments 2 points Most recent by Sristy A Reporting & Analytics for B2C Service -
can Organisation hierarchy changes be reported on?Summary I want to be able to report when a hierarchy level has changed for an OrganisationsContent Hi, This is my first time posting here - so hopefully there is a guru …User_Y8DZD 37 views 0 comments 0 points Most recent by User_Y8DZD Reporting & Analytics for B2C Service
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Custom scripts to access controllers and modelsContent Hi, Can the scripts in reports access controllers/models from the custom portal? I'm trying via cUrl (and failing) so was wondering if there was a better solutio…King Jack 46 views 7 comments 1 point Most recent by King Jack Reporting & Analytics for B2C Service
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Report to display Severity UpdatedSummary How many times severity updated for a incidentContent Hi, We have business requirement to get number of times severity got updated for one particular incident an…Baljeet Singh-231094 37 views 2 comments 1 point Most recent by Baljeet Singh-231094 Reporting & Analytics for B2C Service
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Ask A Question ReportSummary Report SummaryContent Hi, I would like to ask if there's a way to get all the data from Ask a question in customer portal? Basically, we set it up as a Pre-chat …Jovit Manalaysay 52 views 3 comments 1 point Most recent by Jovit Manalaysay Reporting & Analytics for B2C Service
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Passing Run-time selectable Date Range Filter to Custom Script of the ReportContent I have passed the run-time selectable date range filter to Custom Script of the Report. I have taken the FROM date and TO date in two variables convertiing epoch…Rasheed Ahamed 57 views 0 comments 1 point Most recent by Rasheed Ahamed Reporting & Analytics for B2C Service -
Correct way to count incidents First Responded by a given Group?Summary Seeking best way to count incidents Initially responded to by an Agent GroupContent Hi all - we pay our frontline Call Centre based on # Incidents where they sen… -
answer feedback report with answer-ID, Question text, incident number and incident textContent Hi, I want to create a report showing all individual feedback per answer (preferably even a report that enables me to filter on either answer ID or product or bo…Ingrid De Kreuk 64 views 6 comments 1 point Most recent by Jess Campbell Reporting & Analytics for B2C Service -
Add Time Zone in Date Column in Report AnalyticsSummary How do I change the display of Date/Time in an output column?Content Hi, We have business requirement to change date/time in OSvC for each record. By default, th…Baljeet Singh-231094 47 views 0 comments 0 points Most recent by Baljeet Singh-231094 Reporting & Analytics for B2C Service
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External Data Reports with Browser UI - Analytics Cookbook RecipeContent External Data Reports with Browser UI Expose External Data to OSvC Author: Scott Harwell, Principal Product Manager Difficulty rating: (Advanced) Target persona:…Scott Harwell 356 views 41 comments 15 points Most recent by Anuj Behl Reporting & Analytics for B2C Service -
Search report results for contacts.any_phone_raw vs. any_phoneSummary Looking to understand why the rows analyzed are different for the two fieldsContent Why do the fields have a different number of analyzed rows if they're both se…InSinkErator 48 views 0 comments 2 points Most recent by InSinkErator Reporting & Analytics for B2C Service -
Report description needed for end-user and kb answersSummary Report description needed for end-user and kb answersContent Where can I find a description of answer and end-user reports such as: Answer click through rate, an… -
Created and Closed/Resolved in the same reportSummary Creating a report (not a dashboard) with incidents created and closed/resolved in a period of timeContent Hello, I am trying to create a report that will include…Joe Klimovitsky-183884 38 views 11 comments 0 points Most recent by Ajay Yadav-140866 Reporting & Analytics for B2C Service -
Aggregate functions last() is not working as expectedSummary last() should return last row of the data set, but it is fetching all the records.Content Objects : a) Incident b) CO.AuditLog (Custom Object). Joining Relations…Manish S. Dixit 53 views 3 comments 1 point Most recent by Levi Dyckman-Support-Oracle Reporting & Analytics for B2C Service
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Report with link to attachments.Summary How do I get a report with a link to attachments for each incident?Content Hello, I have a report that shows the incident information and the attachments associa…Scott Heidenreich 142 views 9 comments 0 points Most recent by Alison-UniSA Reporting & Analytics for B2C Service -
Incident SizeSummary How to get size of incidents?Content Hi, Is there a way to return the total size of an incident with and without file attachments through reporting? A simple rep…Nghia Doan-121742 38 views 2 comments 0 points Most recent by Nghia Doan-121742 Reporting & Analytics for B2C Service