Reporting and Analytics
Discussion List
-
Resolution Count within 48 hours in Queue Effectiveness reportContent Hi everyone, I am attempting to customize the Standard report: Queue Effectiveness to include a column for Resolution Count within 48 hours and resolution count …Sylvia S. 20 views 6 comments 0 points Most recent by Sylvia S. Reporting & Analytics for B2C Service -
Unset rows in reportContent Hello Gurus, I have a requirement where i need to Unset rows using using custom scripts. Can it be possible? if yes, can you please help me with proper syntax. B…naveen samineni 48 views 2 comments 0 points Most recent by naveen samineni Reporting & Analytics for B2C Service
-
Set URL of Web Browser Componet via ScriptContent I want to build a dashboard to use the web browser componet (ID 12950), but I need to set the URL ($URL) via a dynamic value I am calculating in my script. Is it…user3511667 37 views 3 comments 0 points Most recent by Dietrik -120086 Reporting & Analytics for B2C Service -
Scheduling a report to send only if the report is NOT blankContent Hi guys, I've set up a custom report that is scheduled to be emailed to me every week to remind me to call certain customers based on a date in their contact rec…Arturo Zindel 35 views 3 comments 0 points Most recent by Arturo Zindel Reporting & Analytics for B2C Service
-
How to show if a Case is "new" on My InboxContent Is there a way to show if a case is "new" on the My Inbox view? Are you able to use functions with the Conditiional formatting? If so we could do something like …Joshua Stevenson 25 views 1 comment 0 points Most recent by Rajan Davis-126711 Reporting & Analytics for B2C Service
-
Errors when opening reports with slices in Aug16 SP1Content We are currently performing our UAT on the upgrade from May16 SP4 to Aug16 SP1. Several of our key reports are erroring with the below when opening or viewing it…Richard Keevil 25 views 2 comments 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service -
Pass Variables to Custom ScriptContent I have found other posts on how to pass filter values to a custom script, but does anyone know how to pass variables. Example - User enters a value into an ad-ho…user3511667 78 views 2 comments 0 points Most recent by user3511667 Reporting & Analytics for B2C Service
-
Avg/Total Handle Time by Supplier (Organization)Content Hello, I am working on a report that requires the Avg. Total handle time by supplier. How is this calculated? I copied the following formula from a different rep…
-
Concurrent ChatsContent Hi folks, I have been tasked with working out the average amount of chats handled at a given time. We cap at 4 (our max number an agent can be working on at any …Pete Beckwith 19 views 3 comments 0 points Most recent by Ryan -124631 Reporting & Analytics for B2C Service -
Survey Choice Response RateContent In the above report, The percent is calculated based on the total number of responses for the entire period. For example if I run this report for 6 months and ch… -
Converting date/time to date and then comparingContent I have a customer who's SLA is in days, not minutes. If the due date is 10/27 @ 11:00, it doesn't matter if we complete at 11:00 or later in the day. Essentially…Sonia Ardeel 34 views 2 comments 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service
-
Capture complete page name in ReportingContent Hi, We have a requirement where the user needs a report on the web page url and the page name (the Omniture Value). I can see that the webpage url value can be g…Vignesh Nagarajan-126051 21 views 0 comments 0 points Most recent by Vignesh Nagarajan-126051 Reporting & Analytics for B2C Service
-
Adding intermediate new Row in ReportContent Hi All, I have a report which will returns n number of rows and the number of rows in report will vary each time. I want to always append new row in that report …
-
Definition Needed for Response Time ReportContent Anyone know which definition I should use if I want to find out the 1st response time after an incident is assigned to a rep? I'd use the normal 1st response def…Donnie Guthrie 26 views 3 comments 0 points Most recent by Donnie Guthrie Reporting & Analytics for B2C Service -
Impact of DST on ReportsContent Hi! I can find limited information on this and hope someone can give me a better idea of the intended behavior. We are in EST and this past weekend we have the d…user3511667 12 views 0 comments 0 points Most recent by user3511667 Reporting & Analytics for B2C Service
-
Top most negatively rated answersContent Hi all, I'm looking for an easy way to report on the 10 most negatively rated Answers. I don't have much reporting-fu. I tried to run this one, as attached, but …Aprill Allen-116568 26 views 2 comments 0 points Most recent by Aprill Allen-116568 Reporting & Analytics for B2C Service -
Report Scripting - How do to determine no rows returnedContent Does anyone know how to use report scripting to check for no rows returned. I want to have an if statement that says If NO Search results (i.e. no rows returned)…user3511667 22 views 3 comments 0 points Most recent by user3511667 Reporting & Analytics for B2C Service
-
Report on Agent Time Worked on an Incident when not First AgentContent Hello, I have a need to show the team performance of agents who are at the top of our customer service chain. Our usual workflow is that the first tier of suppor…Brandon Kreines 30 views 2 comments 0 points Most recent by Brandon Kreines Reporting & Analytics for B2C Service
-
Custom Scripts and Report FormattingContent It appears that I cannot use exceptions or conditional formatting on columns that are set by custom scripts. Any workaround/tricks on this at all? We are current…Marv Ferrer 54 views 2 comments 0 points Most recent by Marv Ferrer Reporting & Analytics for B2C Service -
Product/Catagory/Disposition LIstContent Is there a report out there that can show me all the Products/Category/Dispositions in our system? We have been live for a year and would like to revisit these. … -
Avg Chat Time reportContent Hi, Is there a report that shows the average time spent on a chat broken out at the agent level? Thanks, VigneshVignesh Nagarajan-126051 6 views 1 comment 0 points Most recent by Sasi Gudimetta-124670 Reporting & Analytics for B2C Service
-
Show value based on ProfileContent Is there a way to use knowledge of the logged in user to show a value. For example, I only want to show a value in a column if the user is part of a certain prof…user3511667 24 views 3 comments 0 points Most recent by Sasi Gudimetta-124670 Reporting & Analytics for B2C Service
-
How to check when was the last time any contact access customer portalContent I need to to check when last time my RNT contact accessed Customer Page, or when was the last time they logged in on Customer Portal ? Version 2016Neetu Rawat 25 views 1 comment 0 points Most recent by Neetu Rawat Reporting & Analytics for B2C Service
-
Monitoring Replication DelayContent Does anyone know of a way to monitor replication delays via reporting? I don't think there is a easy way to look at a table and field, but was wondering if anyon…user3511667 25 views 1 comment 0 points Most recent by user3511667 Reporting & Analytics for B2C Service
-
Showing the Mailings body in reportContent Hi, How to add Mailings body in the report. I found the "Outreach Activity" Report. However, it is having like a link on click of link it is giving body. But, My…Raviteja Sure-124554 18 views 0 comments 0 points Most recent by Raviteja Sure-124554 Reporting & Analytics for B2C Service -
Viewing incidents escalated from referrer links or answersContent Hi All, I would like to insert Google Analytics campaign links in the emails we send to clients, and then from the Analytics in the console, view each of the inc…Kim Chen-116134 25 views 5 comments 0 points Most recent by Pramod Vasudeva Murthy-80436 Reporting & Analytics for B2C Service -
Declined and re-routed conversations like we can with acceptedContent Hi, Do we have a report on declined and re-routed conversations like we can with accepted (Accepted Interactions)? Searched for the same and could not find any. …Vignesh Nagarajan-126051 21 views 0 comments 0 points Most recent by Vignesh Nagarajan-126051 Reporting & Analytics for B2C Service
-
Report counts incidents as per age but on some certain conditionContent i have a report that count incidents by their age however i would like to add some following condition in my report : Condition 1 : Incident received on weekends…J Smith 41 views 7 comments 1 point Most recent by Shannon Blumer Reporting & Analytics for B2C Service -
Report Backup?Content Anyone have any tips on backing up reports? Do you create a "master" directory within OSC and retain the folder structure or are the reports exported to an exter…Joe P. 13 views 1 comment 0 points Most recent by Rajan Davis-126711 Reporting & Analytics for B2C Service -
Report on Chat TransfersContent Hi, Wanted to check if there was an out of the box report that shows where an agent transfers a chat to? For example, if someone transfers a tech chat, can we se…Vignesh Nagarajan-126051 34 views 2 comments 0 points Most recent by Vignesh Nagarajan-126051 Reporting & Analytics for B2C Service