Reporting and Analytics
Discussion List
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Show corresponding filter valueSummary Show corresponding filter valueContent Hi, I have 2 filters ID & Name. User filter the report either by ID or Name. I show filter value in text item ((filter nam…chidambaram CT 35 views 2 comments 0 points Most recent by Anuj Behl Reporting & Analytics for B2C Service -
How to show decimal places in 'average' column calculation?Summary Using the 'average' calculation is rounding, and I don't want it to.Content Hi everyone, I am trying to use "Edit Calculations" on a report column to get an aver…Mig Ponce-121584 31 views 1 comment 0 points Most recent by Anuj Behl Reporting & Analytics for B2C Service -
Changing date in report column from dd/mm/yyyy to dd/mm/yySummary Change from 4 digit year to 2 digit yearContent In Edit Definition I have tried date_format(fieldname,'DDMMYY') but it stopped showing the date and just repeated… -
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…User_2024-12-17-19-49-19-019 52 views 6 comments 0 points Most recent by Marissa Gonzales Reporting & Analytics for B2C Service -
Filter "To" Email Addresses in Forward IncidentSummary Filter "To" Email Addresses in Forward IncidentContent Is it possible to filter the list of email addresses that are displayed when forwarding an incident? For e…JoshLong 23 views 3 comments 2 points Most recent by JustRhianna Reporting & Analytics for B2C Service -
Difference between Duration and Total PeriodSummary Difference between Duration and Total PeriodContent Hello, Can you help me understand the difference between Chat duration defined as if(chats.state=5, date_diff…Mirela Iepure 32 views 3 comments 0 points Most recent by Mirela Iepure Reporting & Analytics for B2C Service -
Remove field in exported reportSummary Remove fields in exported reportContent I have 4 fields in my report. When I export the report, I want remove 1 fields and show 3 fields in the exported report.(…chidambaram CT 17 views 3 comments 0 points Most recent by Levi Dyckman-Support-Oracle Reporting & Analytics for B2C Service
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Removal of duplicate emails for a contactSummary Script to remove emails with .00XXContent Hi All, I've added the below script in one of my report to delete duplicate emails Scenario: email_alt1 is valid and em…kate Tovar 94 views 1 comment 0 points Most recent by kate Tovar Reporting & Analytics for B2C Service -
Sort Incident Menu Custom FieldSummary Sort by Menu Order Option DisabledContent Hey all, I have a custom field in Incidents that is of the menu datatype and the menu items are being pulled from a men…JoshLong 32 views 3 comments 0 points Most recent by Levi Dyckman-Support-Oracle Reporting & Analytics for B2C Service
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Proactive Chat Offer Statistics #3033Content Is there a way to filter Proactive Chat Offer Statistics #3033 to show the originating webpage? I know how to distinguish the page using a custom field once an i…Kim Dante 27 views 1 comment 0 points Most recent by Ajay Yadav-140866 Reporting & Analytics for B2C Service -
Problem with adding Custom Reports on Report DashboardContent Hello I'm using February 2016, and I've been trying to add two custom reports on Report Dashboard, referring to the following Answer; https://cx.rightnow.com/app…Megumi Nishikawa 48 views 2 comments 0 points Most recent by User_GIUF2 Reporting & Analytics for B2C Service -
Report based on Virtual Table- Real time data update and Current Record ContextSummary Updates to External Data report based on Virtual TableContent Good Day, Can we fetch the current record context from a report based on virtual table (external da…Ramraj Ramesh-89887 53 views 1 comment 0 points Most recent by Scott Harwell Reporting & Analytics for B2C Service -
Report Needs to Include Updated Messages, New Messages and %s and Real TimeSummary Updated Messages, New Messages and %s Percentages for queues - Real TimeContent I'm trying to develop a report that will give the 'Queues' current volume, volume…Anya Younkin 30 views 0 comments 0 points Most recent by Anya Younkin Reporting & Analytics for B2C Service -
Embedded URL ReportSummary How to show the file path of the attached file in an incidentContent Hi Everyone, I've working in my reports and i was able to show the attachments on each incid…Jovit Manalaysay 22 views 0 comments 0 points Most recent by Jovit Manalaysay Reporting & Analytics for B2C Service
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Real Time Reporting - Incidents Received, Resolved, Longest time in QueueSummary Real Time Reporting - Incidents Received, Resolved, Longest time in QueueContent We've been tasked with creating Real Time Reporting (or as close to real time as…Anya Younkin 67 views 3 comments 1 point Most recent by Ajay Yadav-140866 Reporting & Analytics for B2C Service
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Reports Alignment on DashboardContent Hello, Can someone please share tips for aligning reports on dashboard? i have tried multiple ways but it's really annoying to just fit all reports without scrol…Bilal Maqsood 69 views 3 comments 0 points Most recent by Nir Wissotzky-Oracle Reporting & Analytics for B2C Service -
Interval Type - Menu DescriptionsSummary Looking for full descriptions for menu itemsContent Hi. I'm looking for a published list with FULL descriptions/example for each of the Menu Items under Interval…Marissa Gonzales 28 views 5 comments 0 points Most recent by Justin_D Reporting & Analytics for B2C Service -
How to remove the highlight on the first line of a reportContent There may be an obvious answer to this petty annoyance.. but here goes...! I have some nice reports with exceptions that colour lines of data based on service le…JBaxter 38 views 6 comments 0 points Most recent by Zheng Lai-154773 Reporting & Analytics for B2C Service -
First call resolution report (Basic)Content Hello everyone, I'm trying to write a report which will show me in very basic terms the first call resolution. To do this I want to create a report with three co…Toby Thomas-115026 41 views 13 comments 0 points Most recent by Marissa Gonzales Reporting & Analytics for B2C Service
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COUNT on a COUNTSummary Counting how many responses were sent on an incident.Content I am calculating how many (transactions.trans_type='8') "Response Sent" transactions are taken on ti…Zachary Bolton 57 views 1 comment 0 points Most recent by Justin_D Reporting & Analytics for B2C Service
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How can we combine two RightNow reports into one?Content Active day for agent value for management purposes, we want to combine the information held in reports: * Public Reports > Service > Agent Reports > Agent Login …Peter Taylor 32 views 3 comments 0 points Most recent by Mary Gilbert-114916 Reporting & Analytics for B2C Service
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Creating a more visually pleasing roll-up viewSummary Would like to create a report where the roll-up heading is shown as a single field in column 1.Content I'm trying to create a report that looks like the left sid…Mike Kramer 31 views 0 comments 1 point Most recent by Mike Kramer Reporting & Analytics for B2C Service -
Return a default record rather than "no records found"Content Hi, I have a Contact Quick Search report that if 0 rows are returned I would actually like it to default to a specific contact ID instead. I think that this coul…Craig Hevey 21 views 1 comment 0 points Most recent by Mihaela M Reporting & Analytics for B2C Service
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Calculate percentage for responses received on the same day of incident creationSummary Calculate percentage for responses received on the same day of incident creationContent Hi, I have a requirement that I must calculate no of incidents that recei…chidambaram CT 52 views 1 comment 0 points Most recent by Gursimran Singh Saini Reporting & Analytics for B2C Service
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Filter on date format using a custom fieldSummary I need to filter a report on a date that is a custom fieldContent Hi all. We have a need to create a report that will filter on a custom field. The Field name is…Lisa Richards 53 views 5 comments 0 points Most recent by Levi Dyckman-Support-Oracle Reporting & Analytics for B2C Service -
HR Help Desk - Organizational hierarchySummary Need to add "Level 3" to an exciting help desk reportContent Hello, I wonder if anyone can help me out. I need to add "Level 3" of the organizational hierarchy t…Mitch_123456 47 views 1 comment 0 points Most recent by User_IUZT4 Reporting & Analytics for B2C Service
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Who clicked the survey linkSummary Who opened the survey invite AND clicked the survey link?Content Hi all. I'm wondering if it's possible to identify contacts who have opened a survey from a surv…Lisa Richards 57 views 4 comments 0 points Most recent by Lisa Richards Reporting & Analytics for B2C Service
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Deriving Business Intelligence through Service Cloud Value Analytics - Analytics Cookbook Recipe...Content Deriving Business Intelligence through Service Cloud Value Analytics An Analytics Cookbook Recipe Group How do you measure success with your knowledgebase and en…Joe Landers 274 views 28 comments 15 points Most recent by Julie F Reporting & Analytics for B2C Service -
Chat ReportSummary Customer who has Initiated chatContent I need to build the report to show how many people who access customer portal pages start a chat. Could you shed some ligh…chidambaram CT 39 views 2 comments 0 points Most recent by Nick Prodan-128060 Reporting & Analytics for B2C Service
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Display filter value on the DashboardSummary Display filter value on the DashboardContent Hi, Dashboard contains 2 reports with common filter. I want display the filter value as a heading to the dashboard. …chidambaram CT 42 views 4 comments 0 points Most recent by chidambaram CT Reporting & Analytics for B2C Service