Reporting and Analytics
Discussion List
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Keyword Search On First Thread EntryContent I have been attempting to build a report that searches just the first entry in thread (or "Your Entry") for specific keywords. The results are picking up the key…Lisa Wells-117805 24 views 1 comment 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service -
Report in incident workspace not filtering by current incidentContent I have a report within a tab in a Incident workspace. It currently shows a chart and should be based on the incident it is within. It uses data from custom Conta…Tom Shepherd-124836 11 views 3 comments 0 points Most recent by Tom Shepherd-124836 Reporting & Analytics for B2C Service -
Calculate the First Time FixContent Hi there, Am looking for a way to calculate the First Time Fix. Within the company, the FTF is calculated based upon the response of one particular person. So it… -
"Keyword Search" on Private Notes/Customer Entry/etc.Content Hi everyone! I am attempting to build a report that would allow us to do a "keyword search" within the Message Thread (Private Note, Customer Entry, etc.). I hav…Matt Miller-114807 12 views 4 comments 0 points Most recent by Tom Shepherd-124836 Reporting & Analytics for B2C Service -
Incident transactions report - forwarded incidentsContent Hello I have a report which shows incident transactions, which is designed to show forwarded incidents by agent, so I've got a couple of filters on the report to…Simon Eccles 9 views 2 comments 0 points Most recent by Simon Eccles Reporting & Analytics for B2C Service -
Filter report based on Logged in Contact's Organization in Customer PortalContent Hi All, We have a custom object named Contracts which is a child of Organizations. I should now display the details of all the Contracts under the Organization o…Dileep Mudadla-126032 27 views 1 comment 0 points Most recent by Anurag Mittal CX Reporting & Analytics for B2C Service
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Adding AHT to reportContent Hi I have hit a bit of a stumbling block with a custom report. I have attached a Word document showing a few screen prints and some of the definitions I'm using.…Simon Eccles 5 views 6 comments 0 points Most recent by AM -119163 Reporting & Analytics for B2C Service
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Reporting on null organisationsContent Hi, I'm trying to create a report which displays all incidents with no organisation attached. I have tried filtering on orgs.name and incidents.org_id as No Valu…Lee Batten 6 views 3 comments 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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Display Agent Last Name First On ReportsContent Is there an option to display the agent's last name first in reporting - specifically the Incidents Created by Agent report. Thanks in advance!Jon Oliverson 5 views 2 comments 0 points Most recent by Jon Oliverson Reporting & Analytics for B2C Service
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incident messagesContent I am creating a report and I need to be able to display all the incident messages for one contact. Regardless of it was a private note, customer entry or respons…mmahoney 13 views 3 comments 0 points Most recent by Amanda Jo Reporting & Analytics for B2C Service -
Enter a value of more than 40 characters in a custom fieldContent Hello guys, I want to populate a list of values in a custom field that are like 120 or 200 characters, wanted to know how I can add as I only allow a maximum of …janice manrique 10 views 6 comments 0 points Most recent by Jens Lundell-Oracle Reporting & Analytics for B2C Service
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Difference between data in "ans_stat" table and "Clickstream" table?Content Hi All, What is difference between data in "ans_stat" table and "Clickstream" table as far as answer hits are concerned? Which data related to answer hits is sto…Utkarsh Upadhyay-122984 16 views 1 comment 0 points Most recent by Utkarsh Upadhyay-122984 Reporting & Analytics for B2C Service
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Open Workflow / Navigation set direct from a reportContent I have created a report that show account information and linked to user profile, workspaces and navigation sets. With this report it is easy to make changes for…Chris van Es 12 views 2 comments 0 points Most recent by Chris van Es Reporting & Analytics for B2C Service -
Counting number of responses of particular account to calculate FTFContent Hi there, Am looking for a way to calculate the First Time Fix. Within the company, the FTF is calculated based upon the response of one particular person. So it…
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Search Filter for Survey Text-Type Question ResultsContent Hey Everyone! I am attempting to create a report that allows for easy searching through our Survey Answers to open-text questions. I have the report Text-Type Qu…Matt Miller-114807 5 views 1 comment 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service
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Visits by Contact SLA or Department ReportContent I need to generate a report that shows the amount of visits by Contact SLA or Department. We use the end user interface internally as knowledgebase reference for…Chris Hychalk 8 views 1 comment 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service
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Automatically refresh workspace reports when incident primary contact changedContent Hello everyone, Could anyone give some advice on the following use case? When agents/users change incident primary contact to other person, is it possible to aut… -
Add 24 Hours to SysdateContent I have the below formula that display Support No when the c$osp_end is the same day as the sysdate. What I'm trying to do so it would still be Support Yes when t…JLFolkman 18 views 4 comments 0 points Most recent by Kenny Tietz-23935 Reporting & Analytics for B2C Service
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Custom report for only the incidents assigned to me on the very previous dayContent Hi, In agent desktop I want to create a report such that I see only the incidents assigned to me on the very previous day. The report should open without any fil…Aniket Choubey-119269 5 views 6 comments 0 points Most recent by Kenny Tietz-23935 Reporting & Analytics for B2C Service
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Need to filter report output based on a group countContent We have created a custom Payment object in OSC which is associated with an incident - so that an incident can have one or more payments. I need to create a repor…Julia Neary 26 views 2 comments 0 points Most recent by Julia Neary Reporting & Analytics for B2C Service
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Filter report based on e-mail address that sent to managed mailboxContent Our sales agents create tickets by sending an e-mail to our managed mailbox e-mail address. I'd like to add a filter to a report that allows me to search for the…Jon Oliverson 10 views 2 comments 0 points Most recent by Jon Oliverson Reporting & Analytics for B2C Service
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Custom Fields in WorkspaceContent I've reviewed the data dictionary and don't belive this is possible, but I figured I'd check before ruling it out. I'm finding it difficult to review each worksp…Daniel Schell 17 views 2 comments 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service -
Difference between primary and secondary search report in workspaceContent Hi All, For all the lookup fields in workspace we have a primary search report and secondary search report associated with them. Can someone shed some light on w…Heena Karir-124001 13 views 2 comments 0 points Most recent by Heena Karir-124001 Reporting & Analytics for B2C Service -
Correlative number starting with predefined valueContent Hi I wanted to know if there is a way to include a column in a report that could show a correlative number, starting with "40" (for example, agent don't define i…David Soto V. 3 views 1 comment 0 points Most recent by AM -119163 Reporting & Analytics for B2C Service
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Copy Cell to Clipboard in Record LayoutContent I am unable to get a report in Record layout to allow my users to use the 'Copy Cell To Clipboard' function as expected. This works fine in Tabular layout. Expec… -
QlikviewContent Has anyone used QlikView to build dashboards using an API?Damian Meddings 3 views 1 comment 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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Use Message Base Key as Column Header in ReportContent Having no knowledge of PHP, I've tried to **** around with stuff like $rows[0][0]->val = and: ac_msg_item_byname("****_****"); } ...without success. The goal is …Daan Nieuwendijk 14 views 7 comments 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service -
Incident Queue Handle TimeContent I need to get stats on how long a ticket was in a particular Incident Queue. I need to see the total time it was in the queue (considering it may have transition…Ryan Schofield-122326 11 views 3 comments 0 points Most recent by Ryan Schofield-122326 Reporting & Analytics for B2C Service -
Checking if contacts exist using an external listContent I have an external list of contacts and I would like to find a way to run a report that used that list to look up the contacts in Right Now to see if they alread…Tom Shepherd-124836 15 views 2 comments 0 points Most recent by Tom Shepherd-124836 Reporting & Analytics for B2C Service
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Calculating FCRRContent Hi I have gone through other posts about this but have not been able to find the answers. I am trying to calculate the first time resolution rate for incidents t…Tim Ritchie-115114 22 views 1 comment 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service