Category 276
Discussion List
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Bounced Messages - Need to update the incidentSummary Bounced Messages do not update the incidentContent On successful sending of an email to a contact that is NOT marked as Invalid, The incident email header just s…Jeff Scrobel 35 views 1 comment 0 points Most recent by Wouter Willemse Reporting & Analytics for B2C Service -
Invalid Emails on Secondary ContactsSummary Incident will send with secondary contact having an invalid emailContent Our system will NOT send and incident if the PRIMARY contact has an invalid address. It …Jeff Scrobel 20 views 2 comments 1 point Most recent by Mary Gilbert-114916 Reporting & Analytics for B2C Service
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Using regular expressions in a report filterSummary Using regular expressions in a report filterContent Good Day! I'm attempting to use regular expressions (regex) in a report filter to isolate any entries into a …kerry walker 97 views 0 comments 1 point Most recent by kerry walker Reporting & Analytics for B2C Service -
Customer Portal Pages Visit reportingSummary Need a report to capture the no of visits per page of CP for a time frameContent Need a report to capture the no. of visits/sessions per page of CP for a time fr…Shubham Gupta-177131 40 views 3 comments 0 points Most recent by Shubham Gupta-177131 Reporting & Analytics for B2C Service -
Incidents Closed Multiple timesSummary Looking to find incidents closed more than onceContent In the Inc_Performance table we can see the interval Create to Final resolve. This interval also shows 5 i…Jeff Scrobel 20 views 4 comments 0 points Most recent by Jeff Scrobel Reporting & Analytics for B2C Service
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More friendly agent activity/performance reportsSummary Any suggestions or examples of more user friendly agent activity/performance reports?Content Hi Our users are wanting better options to report on their groups an…Christian UoA 34 views 3 comments 0 points Most recent by Sristy A Reporting & Analytics for B2C Service -
Simple report but a lot of data and crashingSummary report to show contacts who have emailed over the past yearContent What is better - both options crash. OPTION 1 Incidents table is root Inner joining with Conta…Jeff Scrobel 21 views 2 comments 1 point Most recent by Sristy A Reporting & Analytics for B2C Service
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Cannot Add Filter For String type fieldSummary Cannot find string field while adding filter in custom reportContent Hi, We have custom object Debrief (Package Name) field i.e.debrief_notes of TEXT type and tr…Baljeet Singh-231094 36 views 0 comments 0 points Most recent by Baljeet Singh-231094 Reporting & Analytics for B2C Service -
Remove Repeating LinesSummary Remove Repeating LinesContent Hello! I’m working on a report, but noticed that there are some lines that repeat (Answer ID). Does anyone have a recommendation on…kerry walker 34 views 11 comments 1 point Most recent by kerry walker Reporting & Analytics for B2C Service
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How to create a *single* report that lists new & updated answers, with roll-upContent Brief background/context: In our environment we have an annual review policy for all of our answers, which ensures that everything gets an 'eyeball' at least onc…Christos S. 32 views 4 comments 0 points Most recent by Christos S. Reporting & Analytics for B2C Service -
Mailings Bounce DetailsSummary Need a drilldown to get the email address of any bounces from a mailing.David A. Simone 30 views 3 comments 0 points Most recent by Sristy A Reporting & Analytics for B2C Service -
Report on granular Administration permissionsSummary We'd like to be able to report on all the individual Administration profile permissions, unfortunately, only a handful show in the reporting tablesContent For ex…JBaxter 48 views 1 comment 0 points Most recent by Levi Dyckman-Support-Oracle Reporting & Analytics for B2C Service -
Contacts Who viewed the answer and how much time spent on each AnswerSummary Has anyone been able to create a report that shows contact who has viewed an answer and for how for how much time before moving to any other page. Thanks,Bhagyashree Deshpande-250263 33 views 0 comments 0 points Most recent by Bhagyashree Deshpande-250263 Reporting & Analytics for B2C Service
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is there a report to show workspace/workflow usageSummary im looking to do a tidy of the site, and want see if there is something to helpContent Im wondering if there is a report that would show if a workspace or workfl…spence_abcd0109uk 48 views 2 comments 0 points Most recent by Sristy A Reporting & Analytics for B2C Service
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Manager field cannot be edited inlineSummary Manager field cannot be edited inlineContent Hello! I attempted to create a report so that the manager field could be edited inline, and updated in multiple rows…kerry walker 19 views 2 comments 0 points Most recent by kerry walker Reporting & Analytics for B2C Service
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include information already filtered outSummary Add a count of incidents assigned to group/accounts already filtered out of a report.Content Hi all. I have a report that shows a manager all open incidents assi…Joe Connolly 18 views 2 comments 1 point Most recent by Christian UoA Reporting & Analytics for B2C Service -
Can you use Custom Scripts to update incident data?Content Quick question, Is it possible to use custom scripts to update an incident if certain conditions in a report are met? If a value in Column 3 = X update status in…Sean_OL 50 views 6 comments 0 points Most recent by Baljeet Singh-231094 Reporting & Analytics for B2C Service
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Disconnected chatsSummary Trying to determine the amount of time it takes a requeued chat to be assigned after being disconnectedContent Hello - I'm trying to determine the amount of time… -
Global Change to Column Format OptionsSummary Is it possible to globally change common options in a report?Content Just wondering if anyone has come across an option to change common options across multiple …Joe Connolly 22 views 4 comments 0 points Most recent by Joe Connolly Reporting & Analytics for B2C Service
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Dashboard Parameter Values Filer is blank on runSummary Dashboard with 10 reports. most all have a filter of inc.performance.group_id. In edit, I have selected this to default to Logged In. On run of Dashboard, filter…Jeff Scrobel 38 views 1 comment 1 point Most recent by Mary Gilbert-114916 Reporting & Analytics for B2C Service
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How to combine multiple transactions: Count incidents routed when not solved at the same timeSummary Report showing destination queue by agent when status was not solvedContent I have a report that shows the number of incidents each agent has routed to specific …Trine Larsen 37 views 9 comments 1 point Most recent by Trine Larsen Reporting & Analytics for B2C Service -
Report schedule to send data only when it has dataSummary Report schedule to send data only when it has dataContent Hi, I have a report with a schedule in it , need to send the schedule only when it has data in it.I tri…Sristy A 48 views 7 comments 2 points Most recent by Yashit Gulati-207563 Reporting & Analytics for B2C Service -
Report to count occurrences of subst characters in a subject lineSummary Report to count occurrences of a subst of characters in a subject line which vary depending on customer requirementContent Hi all. I'm not sure if this can be do…Lisa Richards 36 views 0 comments 1 point Most recent by Lisa Richards Reporting & Analytics for B2C Service -
Search for incidents containing specific words or numbersSummary Report not finding all incidents containing specific word or numbersContent Hi! I hope you can help me figure this thing out. We have a report where agents can s…Trine Larsen 63 views 15 comments 1 point Most recent by Trine Larsen Reporting & Analytics for B2C Service
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Business Rule LogSummary Looking to find when a business rule was last updatedContent Is there a way to find out when we last updated a Business Rule? We did make an update, incorrectly,…Jeff Scrobel 39 views 3 comments 1 point Most recent by Yashwanth Siddaraju Reporting & Analytics for B2C Service
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distinct group_concatSummary How to get a group concat to only show distinct values?Content Hello, I have a parent table with two children tables (siblings). I need information from one chil…Scott Heidenreich 215 views 33 comments 1 point Most recent by Pavol Procka Reporting & Analytics for B2C Service -
Not able to fetch the records in the report because the size is exceeding the LimitSummary When searched for the report, since the no. of records fetched is very large, not able to process it. Please find the screen shot attached and let me know how ca…Nayan Kumar DV 41 views 5 comments 1 point Most recent by Nayan Kumar DV Reporting & Analytics for B2C Service
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How to update the new list and home tab in for this reportContent We need to delete some objects from the new list and update also home tabGinger alan 43 views 1 comment 1 point Most recent by Mary Gilbert-114916 Reporting & Analytics for B2C Service -
Trim characters before or after a space, or other seperator.Summary We have a custom key word routing script to route our incoming email incidents to the proper queues and products. We are looking to see what keyword rules trigge…Jeff Scrobel 30 views 1 comment 1 point Most recent by Mary Gilbert-114916 Reporting & Analytics for B2C Service
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Custom object as a drop down filterSummary Workaround solution for Drop down filterContent I have custom object BallotExclusion linked to contact object. In report filter, I need to show Exclusion reason …chidambaram CT 22 views 0 comments 1 point Most recent by chidambaram CT Reporting & Analytics for B2C Service