Reporting and Analytics
Discussion List
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A scheduled report based on the last 30 daysContent I have a report that pulls the records I want and is emailed out once a month. This part works as expected. But I'd like for the report to only pull the records …T Gregory 26 views 2 comments 0 points Most recent by T Gregory Reporting & Analytics for B2C Service -
Historical Incident Count by StatusContent Hello Everyone, I am looking to create a report that shows Incident counts in a queue over a historical period of time by day, for example the individual days in… -
Time spent on an articleContent Hi, We want to analyze the article usage in our organization and one of the parameters is the time users are spending in viewing the articles/answers. I have gon…Pratyush Sharma-113976 23 views 0 comments 0 points Most recent by Pratyush Sharma-113976 Reporting & Analytics for B2C Service -
Response Types and Inc_Performance TableContent What types of response are considered when looking at the "Create to Initial Reponse" interval on the inc_performance table? Is it just looking for a response by…Shannon Blumer 44 views 0 comments 0 points Most recent by Shannon Blumer Reporting & Analytics for B2C Service
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System Solved Incident ReportContent Is there a report in existence or a good one to modify that will pull all incidents solved by the system? For example the system changes a status to solved due t…Alexis Herron 28 views 1 comment 0 points Most recent by Sasi Gudimetta-124670 Reporting & Analytics for B2C Service -
File Attachment Report on Custom ObjectContent Greetings! I understand that to report on attachments we can use fattach.tbl. However, I notice that this is only for standard RN objects. Is there a way we can …Lee Anne Galasso 52 views 4 comments 0 points Most recent by Lee Anne Galasso Reporting & Analytics for B2C Service -
Chat AHT (average handle time) CalculationContent There have been some questions regarding the accuracy of AHT calculation on the chat reports we are using that were all set up by a previous admin. That column i…Leah Mikulenka-115166 54 views 8 comments 1 point Most recent by Leah Mikulenka-115166 Reporting & Analytics for B2C Service -
Question about Bulk ChangesContent Morning everyone! Is there a way to make a mass change to a list of contacts withing organizations in RN? I have around 2,300 contacts that I need to "disable" s…Donnie Guthrie 22 views 1 comment 0 points Most recent by Eric S. Reporting & Analytics for B2C Service -
scheduling the same report for different regions with search filters (region & country)Content Hi, I have an existing report (incident counts) that has been schedule to sent a daily report to APAC (using country & region as search filters in the report). N…Senthil Krish 24 views 2 comments 0 points Most recent by Dietrik -120086 Reporting & Analytics for B2C Service
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Create Report on Report SchedulesContent I need to build a Report where I can search on a specific email address and find all Reports that have that same email on a Report Schedule. I'm able to use the …Kyle Crew 34 views 3 comments 0 points Most recent by Dietrik -120086 Reporting & Analytics for B2C Service
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Weight & Computed Score in Report ID 176Content In report id 176 sorting of answers is based on weight & computed score(descending order). When I view values for weight & computed score, all the answers weight…chidambaram CT 19 views 1 comment 0 points Most recent by Sasi Gudimetta-124670 Reporting & Analytics for B2C Service -
Report on Half an Hour Intervals?Content I just got a request for a report that would report the number of incidents that come in for a certain group every half an hour. To my knowledge, this is not pos… -
How to determine the maximum number of customers that were waiting in the chat queue for a given...Content Hello, A client has asked for a report that includes a metric for the maximum number of customers that were waiting in the chat queue for a given date/time range…Mike Chaney-121600 32 views 0 comments 0 points Most recent by Mike Chaney-121600 Reporting & Analytics for B2C Service
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Group filter is not working for FirstnameContent Hi, We need to develop the report that who are all having the duplicate[same] firstname. So we try to develop the report by using the group filter where we menti…Mohana Gopal S-Oracle 40 views 2 comments 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service -
Month wise incident reportContent HI, I would like to create the schedule report for month wise for last one year. The columns are no.of created incident,no. of pending incident and no. of closed…Saravanan Sekar-124674 31 views 5 comments 1 point Most recent by Sasi Gudimetta-124670 Reporting & Analytics for B2C Service -
count of incident which was solved in first responseContent Hi Team, Stuck with some logic here help me if possible. I want the total count of incident which was solved in first response along with agent name who solved i…Vikash Patel-123058 33 views 6 comments 0 points Most recent by Vikash Patel-123058 Reporting & Analytics for B2C Service
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Custom scripts on drill downContent Hi everyone, At the moment I'm using this script on each row if($rows[0][2]->val >= 1){$rows[0][1]->val = $rows[0][2]->val;} on the first page of a report and it…Kyle Forsyth 43 views 0 comments 0 points Most recent by Kyle Forsyth Reporting & Analytics for B2C Service
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Changing text alignment in custom report on customer portalContent Hello dears, I am using a custom report on the "Account Overview" page on the customer portal. I would like to have all column data text aligned to "center" exce…Hanna Abi Akl 26 views 0 comments 0 points Most recent by Hanna Abi Akl Reporting & Analytics for B2C Service -
Removing non-breaking space HTML tags from report resultsContent Is there any way to hide these by using custom scripts within the report? Some answers have 50 in a row and it's distracting when attempting to read the co…User_2024-12-17-21-17-15-944 83 views 24 comments 2 points Most recent by Thomas Magarey Reporting & Analytics for B2C Service -
Editing expression in standard report (incidents.status_id = 2) saved to my reportsContent The standard report 'Team Activity of Assigned Cases' has the Resolved column defined with Expression: count(distinct if( incidents.status_id = 2, incidents.i_id…Melissa Dearden 19 views 2 comments 0 points Most recent by Ryan Schofield-122326 Reporting & Analytics for B2C Service
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Will turning on Archive and Dormant Incidents improve report performance?Content Will turning on archive and dormant incidents will this improve report performance? We have 10 years worth of data and are looking at turning on one or both of t…JLFolkman 29 views 1 comment 0 points Most recent by Ryan D. Smith Reporting & Analytics for B2C Service
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Count Spaces - Data Type: BlobContent Hi, I am using the function - length(to_char(answers.solution)) to get the total number of characters in an article but it also includes the spaces and additiona…Pratyush Sharma-113976 30 views 6 comments 0 points Most recent by Barrilito van Dijk Reporting & Analytics for B2C Service
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Report paging for printing a custom report of Answer recordsContent I need to print a hard-copy of a custom report I created that combines Answer records with their associated Notes records, one page per Answer record since this …Jonathan Wilkendorf 29 views 0 comments 0 points Most recent by Jonathan Wilkendorf Reporting & Analytics for B2C Service
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Reporting on articles that reference a specific wordContent Hello Everyone! Does anyone know if there's a way to run a report that will give a list of all answers that contain an exact word within the Content section of t…Eels 16 views 3 comments 0 points Most recent by Pratyush Sharma-113976 Reporting & Analytics for B2C Service -
Un-finished Survey question countContent I need to write a report for un-finshed surveys which i can do from ones with no end_date but also need to calc how many questions were answered Does anyone know… -
3 survey links in 1 mailing - ReportContent Hi, I have included 3 survey links in 1 mailing. Now i need a report to see how many times each survey link was clicked. The tracked link report does not conside…Maheep Kaur 23 views 1 comment 0 points Most recent by Maheep Kaur Reporting & Analytics for B2C Service -
Identifying a knowledge base reportContent Hi Colleagues, I am trying to identify am out-of-the-box report that will show by individual agent usage of the knowledge base. Also, is there a report available…David Queen 27 views 2 comments 0 points Most recent by David Queen Reporting & Analytics for B2C Service -
Opportunity Closed by AgentContent Hi, I need to create a report which displays all the opportunity which are closed by particular agent during there logged in time. Suppose if the agent is logged…Anubhav Lahoti-123654 26 views 0 comments 0 points Most recent by Anubhav Lahoti-123654 Reporting & Analytics for B2C Service
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Reporting against the SCCL WidgetContent Hi All, I don't think I have seen this posted previously. We have implemented the Syndicated Conditional Chat Link onto one of our portals and I was looking to s…Colin Campbell-118909 22 views 3 comments 1 point Most recent by Jessica Bradley-Oracle Reporting & Analytics for B2C Service -
Use ROQL to select Country Name and List of ProvincesContent Hello, we have entered most of our country/province into Service Cloud manually, opting not to use the out of the box country names. We did this because we want …Lee Anne Galasso 49 views 2 comments 0 points Most recent by Pramod Vasudeva Murthy-80436 Reporting & Analytics for B2C Service