Reporting and Analytics
Discussion List
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Counting incident responses: incidents.last_resp vs stats.resp_incidentsContent Hi, According to two different out-of the-box reports, I am getting significantly different information about the number of incident responses over a date range.…Tom Anderson-118708 47 views 4 comments 0 points Most recent by Tom Anderson-118708 Reporting & Analytics for B2C Service -
Time Stamp of Incident with maximum wait time.Content Hello, I'm trying to retrieve the timestamp of an incident with maximum wait time. From the inc_performance table, I'm able to retrieve the maximum wait time usi…user2009235 13 views 3 comments 0 points Most recent by user2009235 Reporting & Analytics for B2C Service
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Using Response Requirements for Age of IncidentsContent Can anyone give some advice on how I can get the age of an incident since last updated to count based on the response requirements. At the moment this: date_diff…James Coombes 18 views 2 comments 0 points Most recent by Mike Griffiths Reporting & Analytics for B2C Service
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Retrieving Filter valuesContent Hello, Is there a way to use values specified in the column definition expression? I'm trying to create a column with count of incidents that have initial respon…user2009235 15 views 4 comments 0 points Most recent by user2009235 Reporting & Analytics for B2C Service
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Top 3 feedback typesContent Hi, i'm trying to make a report that shows top 3 reasons for customer feedback. I'm not able to get top results, i tried the function MAX, but seems that it retu…Pekka Makinen 17 views 3 comments 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service
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Can you create a report that shows number of surveys an agent has completed with number of questionsContent I am new to the system but have been tasked to create a grid report which can be exported. My design would be to have the agents name, number of surveys, questio…Peter Withington 26 views 1 comment 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service
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Combining Expressions using AND OR statementsContent I am hoping someone can assist me. I created a report (definition attached). I am wondering how I could combine the Update and New columns together. For example:…Chrisanna Prescott 32 views 2 comments 0 points Most recent by Chrisanna Prescott Reporting & Analytics for B2C Service -
How can I fetch the visible(Display on End-User Side) ID and Label of the custom fields?Content Recently, we have upgraded the CX to the May 2015 Version and migrated the CP2 framework to CP3. In the old version, we have a custom script with a MySql query w…Sujith Somanathan 29 views 2 comments 0 points Most recent by Sujith Somanathan Reporting & Analytics for B2C Service
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Custom Script in the ReportsContent Hello, I'm new to the custom scripts in the report and I found a lot of useful information in this forum. I found a post that indicated a way to retrieve the rep…user2009235 143 views 4 comments 0 points Most recent by Barrilito van Dijk Reporting & Analytics for B2C Service
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Exporting via Excel - Seperate sheets for each Dashboard TabContent Hi All, I have recently created my first RN reports and Dashboard. My Dashboard contains a number of reports (6) which I have added to separate Dashboard Tabs. W…Simon Holyoake 27 views 1 comment 0 points Most recent by Tom Shepherd-124836 Reporting & Analytics for B2C Service
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Sent email reportContent Guys, are there any vanila report with all emails send to customers? thanks!Jose Costa 13 views 1 comment 1 point Most recent by Keri Jenkin Reporting & Analytics for B2C Service
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Output as Filter !!Content Hi All, We have two reports which are linked to each other. What I am looking is whether we can use one of the output columns of first level report as filter for…Heena Karir-124001 26 views 3 comments 0 points Most recent by Narendra Muttineni Reporting & Analytics for B2C Service -
How do I display zero's instead of the "There are no items to show in this view"?Content We have a daily scheduled Chat report that is being consumed by our developmenet team for a business dashboard. The problem is on days when there is no activity;…Kathy26 27 views 10 comments 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service
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Reporting in 'working' or 'week' daysContent Hi Can you tell me if it is possible to report just using week days (Monday to Friday) within RN? I notice that this question was asked some years ago when it wa…Nicki Mayers 33 views 3 comments 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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Total Time Engagement Time - How does this work?Content "Total Engagement Time" Formula: sum_distinct( chat_agent_sessions.engaged_secs, chat_agent_sessions.client_id) I don't trust the number this formula produces be…Martin Lund 31 views 4 comments 0 points Most recent by Martin Lund Reporting & Analytics for B2C Service
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How to show in a report the icon of the channel from which an incident has been raisedContent Hi all, I have a report the shows all the incidents associated to a contact and the icon (or image) of the channel from which the incident has been raised (eg. T…Mattia caputo 24 views 4 comments 0 points Most recent by Mattia caputo Reporting & Analytics for B2C Service
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Incident performance by category-Report Id -80Content Hi All, Can anyone explain how the below column values has been calculated in the report level(Report name-Incident Performance by category)? Initial Assign(Abs)…Muthulakshmi Muthaiah-121678 14 views 1 comment 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service -
Incidents created from a mobile deviceContent Hi guys, i would like to report incidents, that are only created from a mobile device. Can anyone help me with this one? The reason is to see how many of our cus…Julian Basascu 26 views 3 comments 0 points Most recent by Jim Wall Reporting & Analytics for B2C Service -
report on mailings including files that are referencedContent I wonder if there is a way to run a report on mailings sent this year and include the files (PDFs) that were referenced in the mailing campaigns (example: a mail…Thomas Steiner 23 views 2 comments 0 points Most recent by Thomas Steiner Reporting & Analytics for B2C Service
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Contact's Last Incident DateContent I have a contact report of users by area we use to market product boot camps (training) to and was asked if we can add a column that shows the last incident crea… -
CP2 to CP3 conversion, problems with reportingContent Hello all, We are having a issue with our web visits report tab in our incidents. The report is showing multiple visits to sites, with 0 seconds time spent on si…Christopher Kriska 22 views 1 comment 0 points Most recent by Ryan Peterson-126136 Reporting & Analytics for B2C Service
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Report Paging and Computed FieldsContent I've searched the forums and Google; can't seem to find a solution. Here's the issue: I need to produce a report that shows only the top 5 incident categories ba…Kody Schafer 21 views 2 comments 0 points Most recent by Kody Schafer Reporting & Analytics for B2C Service -
Report on usage of My Favorites featureContent Our end-user pages have the option to add an answer to My Favorites, which adds the answer to user's My Favorites page. The user can then go to their My Favorite…Derek Blaylock-120045 43 views 1 comment 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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Count of KBs Changed to PublicContent I'm trying to create a report to display the number of KBs, by group, that changed to a public status for a selected date range. This would be any time the KB wa…JLFolkman 14 views 3 comments 0 points Most recent by JLFolkman Reporting & Analytics for B2C Service
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Tip: Report commands/actions don't work in design/preview modeContent Hi there, I was working on a report and for some reason, my report commands/actions (e.g. Open, Delete) weren't working. Reporting guru anash informed me that re…Erica (Leep) Anderson 26 views 0 comments 5 points Started by Erica (Leep) Anderson Reporting & Analytics for B2C Service -
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 43 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 20 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 31 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 28 views 2 comments 0 points Most recent by Simon Eccles Reporting & Analytics for B2C Service