Reporting and Analytics
Discussion List
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Chat Agent Session Report by Date When Session Spans Two DaysContent We have 24 hour contact centers, with some agents' chat sessions spanning two days (e.g. sign into chat at 10 PM one day, then signing out at 2 AM the next day).…Tom Logan-110124 10 views 1 comment 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service -
Displaying Business RulesContent Hi Team, Is there any method that I can create or run a report that will display all the Business Rules for my site/interface? The current method being used is t…The Mo Man 11 views 1 comment 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Reporting on Audit Trail (Incidents)Content Hi All, Hopefully someone out there can point me in the right direction. I'm rather new to RightNow, so apologies if this is a fairly obvious request. What I am …Simon Holyoake 12 views 5 comments 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Information to the agents, if a dashboard is updatedContent Hello together, we using a dashboard with browser-component. The browser is linked to an internal FAQs called "News". The idea in the background is, to get the a…Nico Schmierl 6 views 4 comments 1 point Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Initial Assign (Abs) larger than Initial Response (Abs)Content On the Email Performance report, we are seeing a couple of days where the Initial Response (Abs) is actually larger than Initial Assign (Abs). Theoretically, the…Matt Miller-114807 9 views 1 comment 0 points Most recent by Ryan Schofield-122326 Reporting & Analytics for B2C Service -
Defining a 'Group Date' for a variable in ReportsContent Hi Friends, For a variable type ‘Predefined List’ with the list name as 'Group Date', the values can be sliced to the most up to Year/Month/Day/Hour. Is there an…Vignesh Kasargod-124926 18 views 6 comments 0 points Most recent by Vignesh Kasargod-124926 Reporting & Analytics for B2C Service
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Time in Queue (Work Hours)?Content Hi, I am using this report (pdf attached), but I was wondering if the Time in Queue (Work Hours) column, I read the RN definition as " number of hours from a spe… -
Limit on date_diffContent I'm trying to use the date_diff function in a segment to find contacts over a certain age, and am having some trouble, so I tried putting the same code in a repo…Ineke Clewer 26 views 4 comments 0 points Most recent by Ineke Clewer Reporting & Analytics for B2C Service -
Problem when exporting Report to ExcelContent Hi, Our text fields appear in dissorder after exporting to Excel. It looks correct in Design & Report View Mode. What could be the problem / How can we fix this?…David Soto V. 9 views 1 comment 0 points Most recent by AM -119163 Reporting & Analytics for B2C Service
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24 hour SLA excluding weekendsContent Hello! I currently have a report that uses the below expression to return the number of incidents that were not processed within 24 hours. count (if(incidents.la…Cameron Royce 15 views 5 comments 0 points Most recent by Wendy Schlueter Reporting & Analytics for B2C Service
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report on mailing campaigns done last 12 months having the mailing includedContent wonder if it's possible having a report per campaign showing the mailing text and all the contacts this has been sent ? would need such for a 12 months overview …Thomas Steiner 9 views 1 comment 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service
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Reporting on Duplicate ValuesContent We have a requirment to report on a custom object and if we find a duplicate in a certain field, show the 2 records on the report. The person who wrote the requi…user3511667 32 views 5 comments 0 points Most recent by user3511667 Reporting & Analytics for B2C Service -
Email Alert by AgentContent Is it possible to set up an email alert to the Agent, based on the agent (logged in) once a survey is completed received with the agent as the Assignee?Crystal Gomez 8 views 2 comments 0 points Most recent by Crystal Gomez Reporting & Analytics for B2C Service
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Chart colorsContent Is it possible to change chart colors manually? So that for example "complaints" would be always red in all reports. -Pekka M.Pekka Makinen 10 views 4 comments 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service
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flow2question.seq - Need survey questions in order on reportsContent Hi Everyone, In the canned reports, the survey questions are not showing in the same order in which they are presented in the survey itself. I understand from th…Barb Pilgrim 12 views 2 comments 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service -
Can't Create Multi-edit ReportContent Just upgraded to May, 2015. Lost ability to create multi-edit report. Now when selecting multiple lines to edit, with e.g. Task and wanting to edit the Status fo…AL -116436 8 views 3 comments 0 points Most recent by Jennifer -120693 Reporting & Analytics for B2C Service
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Percentage CalculationContent Hi, We have a requirement of Calculating the percentage of Escalated Incidents and Cancelled Incidents, we have added two fields which gives us the value of Numb…Srinath Srinivasan-124753 39 views 1 comment 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service
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Custom Fiscal CalendarContent Hi all – I am trying to build a monthly and quarterly report that runs automatically to coincide with our fiscal calendar. At this time I have to manually tweak …Stephanie Taylor 31 views 1 comment 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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filtering incidents into a queueContent Is it possible to filter incoming incidents and assign them to a specific queue based on keyword in the subject heading. e.g. any incidents with the word complai…Tim Ritchie-115114 5 views 1 comment 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service
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Incident count for Updates within 7 days atleast 3 timesContent Hi, We have a requirement to develop a report to list incidents which have been updated (it can be any) exactly 3 times with date range last 7 days. Any ideas ap…Suresh Thirukoti-Oracle 4 views 1 comment 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service -
Changing filter display valuesContent Hi. I havent found a way to how change the values of "display search criteria inline". At the moment if I select to show my "Date Range" -filter in a report it s…Pekka Makinen 6 views 1 comment 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service
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Report Index QuestionContent Could anyone tell me why when I have a report that lists incident details, the report uses indexes and queries only 3.8M rows, but if I group by a variable in th…Frank L 11 views 1 comment 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service -
Export All option not available to userContent We have one user when exporting a large report to excel, does not have the ability to select Export All data in the data Set. Another user with exact same permis…
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Averaging the # of days openContent I have created a report where I am looking at incidents from a subset of our customers - I rollup this report by Customer Name and then Incident Severity and the…billz 19 views 3 comments 1 point Most recent by Simon Holyoake Reporting & Analytics for B2C Service -
Search for hyperlink text?Content I am attempting to do an answer search for a website name prevalent in many of our answers. However, my search (answers.search_cpx like) will not return any answ…Matthew Bird 8 views 3 comments 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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Chat not Assigned a Group - "No Value"Content Hello, Is anyone able to explain how a chat gets reported without a group? (see "No Value" below) Thanks, Nick -
Custom summary calculation for Analytics reportContent We have a unique report where we want to have custom summary calculation that is dependent on the summary information from other 2 columns. For e.g. please see t…Jigesh Shah 23 views 1 comment 0 points Most recent by Scott Harwell Reporting & Analytics for B2C Service
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Filter for incidents about to go out of standardContent I've created a report for our team that counts incidents that are open and past their SLA - Overdue requests. The team would now like a second count on the repor…Dorothy Perez 3 views 2 comments 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service -
Exporting reports through APIsContent Hello, We need to extract data from RightNow every 5 or 10 minutes. There are some objects that are not available through native APIs, only through RightNow repo…Alexandre Nakahara-Oracle 4 views 0 comments 1 point Started by Alexandre Nakahara-Oracle Reporting & Analytics for B2C Service
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Report to count only if 'yes' is the value across multiple fieldsContent We have a number of Opt-in fields that record different customer preferences. e.g. does the customer want to receive (field 1) Brochures - Yes/No, (field 2) SMS …Catherine Cherry 5 views 1 comment 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service