Reporting and Analytics
Discussion List
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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 16 views 2 comments 0 points Most recent by Tom Shepherd-124836 Reporting & Analytics for B2C Service -
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 23 views 1 comment 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service -
Extract Banner flag text for all incidentsContent Hi All, I'm after a simple report to extract all incidents where the banner flag has been used (regardless of importance) and text entered/deleted. Doesn't seem …Manta Ray 13 views 4 comments 0 points Most recent by Manta Ray Reporting & Analytics for B2C Service
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chat_agent_performance_intervalsContent Hi ! We are in the process of creating reports to show an agents total logged in time total time spent chatting (they can handle two chats at the same time) tota…Rahul Sharma-122080 17 views 3 comments 0 points Most recent by Rahul Sharma-122080 Reporting & Analytics for B2C Service
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Retrive Logged account info in custom report scriptContent Hi guys, I have a incident report that use a custom script. I need to retrive some custom fields from the loggend account to use in the script to build the repor…Jose Costa 74 views 1 comment 0 points Most recent by Anurag Mittal CX Reporting & Analytics for B2C Service
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Queue performanceContent Hi, I'm trying to run a standard report on the performance of a particular queue. I want to know the average time it's taking to resolve incidents in that queue.…Beth Gustin 21 views 4 comments 0 points Most recent by Ryan Schofield-122326 Reporting & Analytics for B2C Service -
Help with reporting incidents by date last updated without the timeContent Hi, I've been attempting to create a report that lists the number of incidents in a specific status by the date they were last updated. I've been having an issue…Jessica Pirone 9 views 3 comments 0 points Most recent by Suresh Thirukoti-Oracle Reporting & Analytics for B2C Service -
Report control in Workspace - Tab Number OverviewContent Hi, Is someone able to point me in the right direction, I have seen previuosly a setting which enables the tab in the workspace to show a overview number that is…Georgia Bradbury-Adams 11 views 2 comments 1 point Most recent by Georgia Bradbury-Adams Reporting & Analytics for B2C Service -
Show answer ratings and feedback in one reportContent Hi, is it possible to show the answer rating (we use star rating 1-5) and the corresponding comment/Incident if any in a report? We would like to see the rating …Clemens-Christoffer Meyreiss 15 views 1 comment 0 points Most recent by Chris Martin-125966 Reporting & Analytics for B2C Service
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Report Archive Best PracticeContent I have over 1,000 reports to archive. I need to ensure only Full Access users have access to view/copy/execute these reports. Is there a way to limit user permis…Connie Cannon 14 views 1 comment 0 points Most recent by Sara Knetzger-122432 Reporting & Analytics for B2C Service -
Apostrophe in ROQLContent Hi Gurus, We have to use the value which has apostrophe in it in ROQL. Use case like , we have a country name Cote D'ivoire. We have to pass this value as an arg…Mohana Gopal Selvam-Oracle 13 views 1 comment 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service -
Returning a percentage of random incidentsContent Hi, I was wondering how I could only display, for example 25%, of the total returned incidents in a report? Ideally they would be random. The situation is for a …Tom Shepherd-124836 10 views 3 comments 0 points Most recent by Tom Shepherd-124836 Reporting & Analytics for B2C Service
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report identifying all reports using a specific fieldContent Is there a report that will provide me all reports that are accessing a specific field? (joins, filters, columns in the report itself) ie show me all reports tha…Connie Cannon 13 views 3 comments 1 point Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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Keyword search reportContent In the keyword search report, there's a column called result_list. It's a list with answer's IDs. I want to create a second level on this column, this seconde le…Heitor Colangelo 15 views 1 comment 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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Linking Question Sessions with relevant Incident responseContent Hi all, We send an agent satisfaction survey every time an incident is closed. With AAQ/Email incidents, this is when we have sent a response. The customer can r…James Norton-114155 13 views 9 comments 0 points Most recent by James Norton-114155 Reporting & Analytics for B2C Service
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Capture form validation errors?Content Hello, I was wondering if there's a way (or report I've yet to find) that shows how many form validation errors users are seeing when they click to submit a form…Andy Thomson 11 views 0 comments 1 point Started by Andy Thomson Reporting & Analytics for B2C Service
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How to Define the Field w/ the Focus in Search Filter WindowContent My apologies if this has already been asked. As an example, in the image below, I want the "Name" field to have the focus/emphasis so when I launch the search I …Kyle Martin-121142 5 views 2 comments 0 points Most recent by Kyle Martin-121142 Reporting & Analytics for B2C Service -
Report logic - Show different field values dinamically in one same report columnContent Hi Is it possible to make a report that in the same "column" it can show two different column (field) values according with a condition? My specific requeriment …David Soto V. 14 views 3 comments 0 points Most recent by David Soto V. Reporting & Analytics for B2C Service
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How to add "Average Response Time" to "Agent Performance - Detailed" ReportContent I can add this field to the report with no issue (it's found here: Data Dictionary> All Tables>Stat(s)>Average Response Time) But when I run it, it says I'm tryi…JASON Howard 8 views 3 comments 0 points Most recent by Ryan Schofield-122326 Reporting & Analytics for B2C Service -
Identifying contacts without incidentsContent Is anyone aware of a standard report that identifies contacts in the system who do not have any incidents associated with them? Additionally could you see a list…Nicki Mayers 24 views 3 comments 0 points Most recent by Nicki Mayers Reporting & Analytics for B2C Service
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Report for Task auditContent I have a requirnment where i need to show the number of days of the status for which the task was in. thanksGurpreet Singh-120446 7 views 12 comments 0 points Most recent by Gurpreet Singh-120446 Reporting & Analytics for B2C Service -
Removing Last 2 Digits From a ColumnContent I currently have a custom field that is 4 numerical digits long, but I need to run a custom report that strips the last 2 digits off of the field; I need to keep…Colby Ross 8 views 3 comments 0 points Most recent by Ryan -124631 Reporting & Analytics for B2C Service -
Reports in tst siteContent Wanted to solicit input pertaining to my Idea from last month (http://communities.rightnow.com/posts/14a18bdb64) regarding scheduled reports on the tst site. Asi…Ryan Schofield-122326 6 views 2 comments 0 points Most recent by Ryan Schofield-122326 Reporting & Analytics for B2C Service -
Category/Subcategory Report "multiple" as a valueContent We created a report to pull out all Answers by Category and Subcategory including different Categories/Subcategories for the same answer. We were able to yield t…Kay Billand-114060 8 views 4 comments 0 points Most recent by Kay Billand-114060 Reporting & Analytics for B2C Service
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Answers Search ReportContent Hi, is there any report that shows me: - Most common words searched in the customer portal and in the KnowledgeBase Widget - Most common answers accessed Thank y…Heitor Colangelo 6 views 2 comments 0 points Most recent by Heitor Colangelo Reporting & Analytics for B2C Service
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Report used as Announcement on Customer PortalContent Hello all, I'm hoping someone could help guide me in the right direction with a specific report my organisation is using as an announcement on our customer porta…Kim Chen-116134 7 views 10 comments 0 points Most recent by Ryan Schofield-122326 Reporting & Analytics for B2C Service -
Linking to Quick Search Report from Parent ReportContent I'm trying to get a quick search report to open an incident directly from a parent report. What is happening is I click the link (Ref Num) on the parent report. …Connie Cannon 18 views 4 comments 0 points Most recent by Anuj Behl Reporting & Analytics for B2C Service
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Chat Exception Report HelpContent Hello, I am trying to create a chat exception report...any help is greatly appreciated. Chat hours = 8:30 am - 5:00 pm ; Monday - Friday What hours within this w…User_SUEFB 5 views 1 comment 0 points Most recent by Nick L-113854 Reporting & Analytics for B2C Service -
Visitor event TABLE in data dictionaryContent Can someone tell me the purpose of this table? It has some columns in it that I would find useful but it does not appear to have data. My desire is to understand…JustRhianna 7 views 1 comment 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service -
Set Value of filter from value on workspaceContent The use case is to pass the value of the service product on an incident to the report used by the agent to search the knowledgebase. How would I accomplish this?…JustRhianna 15 views 1 comment 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service