Reporting and Analytics
Discussion List
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Linked Reports Return No ItemsContent Hello, We're currently using a dashboard composed of 3 reports. Those reports show real time information and also link to other reports. For example, our dashboa…David Powell-119973 26 views 3 comments 0 points Most recent by Justin_D Reporting & Analytics for B2C Service -
Reports are not refreshed / updatedContent I have created a workspace Contacts, and additionally a workspace called direction it was created The Contact Workspace are not refreshed / updated when I create…Monica Valois 23 views 7 comments 1 point Most recent by Barrilito van Dijk Reporting & Analytics for B2C Service -
Report results contradict filter selectionContent Hi, colleagues. A report I expect to return Resolved email interactions is instead returning unresolved records. I have tried changing the filter but to no avail…David Queen 22 views 2 comments 0 points Most recent by David Queen Reporting & Analytics for B2C Service -
Average Emails Worked Per HourContent We are looking for an OOTB or custom report that will show us the average emails worked per hour for each agent. We need to see the average per hour by specific …William Bradford 39 views 1 comment 0 points Most recent by Kenny Tietz-23935 Reporting & Analytics for B2C Service -
How to filter a report by the top 5 CategoriesContent I have a report that shows an SR count by category grouped by month (showing 12 months) with a line chart. The problem is that the line chart only shows 4 months… -
Report on companies submitting ticketsContent Afternoon everyone, I've loaded over a thousand new orgs into RN, all of which are associated with one company (Hierarchy). Now that said companies are submittin…Donnie Guthrie 11 views 3 comments 0 points Most recent by Donnie Guthrie Reporting & Analytics for B2C Service -
Displaying data based on SLAContent Hi community :-) Some background info: We are working with a special queue assignment where the agent needs some info from another department. If the agent assig…M Majcher 31 views 2 comments 0 points Most recent by Guilherme Borges-120430 Reporting & Analytics for B2C Service -
Converting and Calculating a Text FieldContent We have an order total in our custom table, but its defined as text so that they can insert a dollar sign. I am trying to sum dollar value of a customer, but can…user3511667 34 views 2 comments 1 point Most recent by user3511667 Reporting & Analytics for B2C Service -
Report on chat button visibilityContent Hi colleagues, My company will be using web chat and deploying a dynamic chat request button on our website. The button will disappear from customer view when we…David Queen 38 views 2 comments 0 points Most recent by David Queen Reporting & Analytics for B2C Service
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Transactional Survey Summary - Adding Survey Completed DateContent I have trying to add a filter to the Transactional Survey Summary (7002), that will filter these results by the date of "date survey sent" or "date survey comple…Matt Miller-114807 28 views 7 comments 0 points Most recent by Donnie Guthrie Reporting & Analytics for B2C Service -
I receive empty reports by emailContent Hi there, I have scheduled an automatic report sending by email. But when I receive the report by email, I get it empty : I only have the columns names, but no d…Dianie BIGAND 14 views 2 comments 0 points Most recent by Pramod Vasudeva Murthy-80436 Reporting & Analytics for B2C Service
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AAQ SmartAssistant proposals in a reportContent Hi again, Is there a report that gives for each incidents submitted through the "Ask a question" form the list of the 5 answers proposed by the smartassistant ? …Dianie BIGAND 37 views 2 comments 1 point Most recent by Dianie BIGAND Reporting & Analytics for B2C Service
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Incident Report with Assigned By & ReAssigned ValuesContent Hi All, I am new here. I am trying to create a report which will tell how many incidents were assigned to an account from one Rightnow ID, along with that How ma…Balaji Sathiyanarayanan 43 views 1 comment 0 points Most recent by Balaji Sathiyanarayanan Reporting & Analytics for B2C Service
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Report to calculate the time spent by agents in a chat statusContent Hi All, Can anyone please share the report definition to check how much time an agent has spent on a specific status on an hourly basis. For example, the columns…Sasi Gudimetta-124670 33 views 0 comments 0 points Most recent by Sasi Gudimetta-124670 Reporting & Analytics for B2C Service -
Workspace Report - Pass value from workspaceContent Hi all, I have an entity that is not directly related to a parent entity (via Object Designer relationships). It does however store records with row ids of a par…Mark Bradley 20 views 0 comments 1 point Most recent by Mark Bradley Reporting & Analytics for B2C Service
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How to union two dataset in one report?Content Dear guys, I want to display two datasets with different filter condition in one report under incident, is there any way to acheive this? Thanks and Regards. Ver…Jin Huang 41 views 2 comments 0 points Most recent by Narendra Muttineni Reporting & Analytics for B2C Service
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Reporting on incidents that were closed with an Answer.Content I would like to report on closed incidents that with answers associated with them. I'm trying to report on an internal answer usage goal, the goal is to have 85%…tim forehand 28 views 4 comments 0 points Most recent by tim forehand Reporting & Analytics for B2C Service -
Can you create a Drill Down Level for Sub-Totals?Content I have a report similar to the attached image where I have created drill down levels for some grouped records. This works great. I would like to be able to click…NDKoze 39 views 1 comment 0 points Most recent by Dietrik -120086 Reporting & Analytics for B2C Service
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How to add exceptions to dashboard reportsContent Would like to add exceptions to dashboard reports to give a visual indication as to where a request is in relation to its SLA. The requirements are below: * If 0…Ramesh Reddy-124546 27 views 1 comment 0 points Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service -
A report that contains segments (contact with o not with email)Content I need to créate a report. This report must show campaign and contact.related to this campaign. The trouble I have is the following: The report only show contact…Vilma Parra 15 views 0 comments 0 points Most recent by Vilma Parra Reporting & Analytics for B2C Service
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Organization SearchContent Morning everyone! Please see the attached image, I added an additional search field (External Customer ID) to "Search Organizations" (This is a search from the H…Donnie Guthrie 23 views 5 comments 0 points Most recent by Donnie Guthrie Reporting & Analytics for B2C Service
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Proactive Chat Offer Statistics by Queue?Content We're getting ready to launch proactive chat on our site and it will be in multiple locations with each location assigned to a specific queue. In looking at the …Traci Whitley 13 views 1 comment 0 points Most recent by Ed Gioffre Reporting & Analytics for B2C Service
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How can I configure a daily, scheduled, *unique* list?Content I don't know if I'm trying to do something a little unorthodox, but here goes: We have incidents to which we assign certain dispositions. We would like to run a …Christos S. 22 views 2 comments 0 points Most recent by Christos S. Reporting & Analytics for B2C Service -
Understanding what end users are asking via chatContent Hi All, I am trying to build a report that tells me what kind of chats we have through, in a hope of gleaning some insight to further develop our FAQ's. I have l…Pete Beckwith 21 views 1 comment 0 points Most recent by Barrilito van Dijk Reporting & Analytics for B2C Service -
report with indicator calculated from several areaContent Hello is it possible to define a report which represent by contact some indicator calculated from several objects as # incident open, # incident Web , # incident…Cedric stephant 23 views 1 comment 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service
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Incident Reporting DesignContent I am trying to create a report that will pull if there are multiple incidents from a particular contacts email address. Our customers will email in multiple time…Alexis Herron 22 views 2 comments 0 points Most recent by Colby Ross Reporting & Analytics for B2C Service -
Remove duplicate incidents from a reportContent Is there a possibility to remove duplicate incidents from a report (like the "remove duplicates" function in excel)? I have created a report to check which compa…Ingrid De Kreuk 78 views 5 comments 0 points Most recent by Pete Beckwith Reporting & Analytics for B2C Service -
Unable to calculate Responses Sent by Agent / Total Login time by Agent in one reportContent Request * Calculate PPHW using the following formula * PPHW = Responses sent by Agent/Total Login Time By Agent Issue I'm unable to get this data on one report b…Ajay John 38 views 4 comments 0 points Most recent by Ajay John Reporting & Analytics for B2C Service -
How to learn Complex reporting in RightnowContent Guys, Can anyone suggest me what is best practise to learn Rightnow reporting stuff. Do I need to learn SQL for better understanding or what is best way where I …Vikash Patel-123058 38 views 4 comments 0 points Most recent by Dietrik -120086 Reporting & Analytics for B2C Service
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Recipient list in email not visibleContent Hi, While scheduling reports, Is it possible to see the recipient list in email to list? Regards, KumaranSaravanan Sekar-124674 25 views 1 comment 0 points Most recent by Narendra Muttineni Reporting & Analytics for B2C Service