Reporting and Analytics
Discussion List
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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 18 views 2 comments 0 points Most recent by Jon Oliverson Reporting & Analytics for B2C Service -
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 35 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 23 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. 21 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 11 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 34 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 38 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 34 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 50 views 1 comment 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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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 20 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 24 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 91 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 37 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 26 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 28 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-Oracle 32 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 30 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 S-Oracle 40 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 37 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 38 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 32 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 30 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 40 views 0 comments 1 point Most recent 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 22 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. 29 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 25 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 31 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 24 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 25 views 3 comments 0 points Most recent by Ryan -124631 Reporting & Analytics for B2C Service