Category 276
Discussion List
-
Article Helpfulness Rating BenchmarksContent I recently moved into a role where I'll be using article helpfulness ratings as a component to drive our organization's self-service strategy, and I'd like to ge…Chris bryan 25 views 2 comments 0 points Most recent by Danette Beal Reporting & Analytics for B2C Service -
Report Width - ScrollableContent I have several reports that have a lot of columns. These reports squeeze all the columns together to fit in the screen rather than give me the best fit and a scr…Mike Kramer 49 views 4 comments 1 point Most recent by Kwabena Adjei Reporting & Analytics for B2C Service -
Unable to Adjust Report WidthContent Hi All, I am having an issue with one specific custom report where I cannot increase the overall width of the report - when I add new columns, all other columns …User_2024-12-17-19-31-44-480 31 views 5 comments 0 points Most recent by Kwabena Adjei Reporting & Analytics for B2C Service -
Hw do you find the original contact of an incidentContent Hi, We have some incidents that are saved under a default email if they are unable to login on our pages. The agent then helps them, and reassigns the incident t…User_RS9SV 23 views 4 comments 0 points Most recent by JBaxter Reporting & Analytics for B2C Service -
Measuring Agent Transactions for Incidents - Best PracticeContent What is the best practice for measuring your agents productivity when responding to incidents; response sent or status change? Depending on which filter is used …Dorothy Norman 15 views 1 comment 0 points Most recent by Justin Beer Reporting & Analytics for B2C Service -
How could identify the field, whether its used in report or notContent Hi All, I need to identify the field, whether its used in report or not? because there are several reports, If I check that manually it will take lot of time So …Seethalakshmi S 43 views 1 comment 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service -
Previously assigned accountContent Hello everyone, Is there an expression in Data Dictionary of any table that can "bring" to a report's column the previously assigned account of an incident? Than…Christos Patikas 37 views 3 comments 0 points Most recent by Christos Patikas Reporting & Analytics for B2C Service -
Chat ReportContent Hey guys and gals, I was wondering if you all knew of a OOTB report that allowed me to see when agents were available or not available during a specific time fra…Terri Marbry 23 views 6 comments 0 points Most recent by Chrisanna Prescott Reporting & Analytics for B2C Service -
Variable within a variableContent I'm trying to build a report with rather large amounts of merge text in the fields and so using variables for some of it (type=replacement value). What I could r…Ineke Clewer 51 views 3 comments 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service -
Show English summary for meta level reportContent Hi, We have 20+ interfaces using different languages. For content maintenance we run reports by meta so we can see if a meta answer is effective, etc. At the mom…User_RS9SV 16 views 6 comments 0 points Most recent by Danette Beal Reporting & Analytics for B2C Service
-
Report in Workspace of object whose ID is being used by WorkspaceContent I'm having a hard time achieving this one and I'm hoping it's really something silly that I'm overlooking. Here's my situation. We are using the Opportunities mo…Mike Kramer 31 views 3 comments 1 point Most recent by Danette Beal Reporting & Analytics for B2C Service
-
incidents table not showing latest resultsContent Hi, When I query the inbuilt report "incidents" I can see a lot more incidents created sorted by the creation date desc. But when I try to create a new custom re…Vignesh Nagarajan-126051 29 views 6 comments 0 points Most recent by Danette Beal Reporting & Analytics for B2C Service
-
Expresssion guidance - Syntax for ORContent Hello, I'm looking for some help or guidance on where I can find the syntax for writing more complex expressions for column definitions, making custom reports. U…Shannon Hall-122538 23 views 2 comments 0 points Most recent by Shannon Hall-122538 Reporting & Analytics for B2C Service
-
Report Expression - Fowarded IncidentsContent Hello, I'm trying to get a visual marker on incidents that have been forwarded. I know I'm supposed to use transactions.trans_type in the report expression, but …Chandini 29 views 1 comment 1 point Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service -
Is there an Out of the Box report to see chat transfer volume?Content Hoping someone can shed some light into if there are any OOTB reports available to see chat transfer volume from one queue to another queue? If not, how else do …Ajay John 35 views 3 comments 0 points Most recent by Todd Herink Reporting & Analytics for B2C Service -
variable in the subject of a scheduled reportContent Hi all, does anybody perhaps have a solution to the following issue? I set up a report, and I schedule that for a particular time per day. However, to differ bet…Kai 23 views 1 comment 0 points Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service
-
Finding all reports where Add-Ins are usedContent Hello, Does anyone have a recommendation on how to find all reports that have a linked action to an Add-In? Thanks, Cheryl Version Service Cloud Feb2016 -
High number of declined chatsContent HI, We have a report which queries the "Account Queue Statistics" report and fetches the Interactions Declined for a particular time period. We found that this n…Vignesh Nagarajan-126051 26 views 11 comments 0 points Most recent by James G Reporting & Analytics for B2C Service
-
Lookup values in report filterContent I want to create a report where I select an account from a drop-down and where RNOW displays the number of incidents closed by that account + the number of incid…Guy Van Ranst. 44 views 9 comments 0 points Most recent by Danette Beal Reporting & Analytics for B2C Service
-
Failure Summary/Details for Scheduled Reports?Content Has anyone used this report? I'm trying to see if there is a way to capture "SCHEDULED" reports that have failed within a set time frame. This OOB report appears…Joe P. 39 views 1 comment 0 points Most recent by Danette Beal Reporting & Analytics for B2C Service -
How to easily monitor customer portal users' web visit activity when an incident is NOT involved?Content Is it is possible to view customers' use of our customer portal per visit, regardless of whether they submit a question or initiate a chat? I'm familiar with the…Lauren Wiedt 65 views 5 comments 0 points Most recent by Danette Beal Reporting & Analytics for B2C Service -
Dashboard Charts Do Not Display Correctly In Scrollable ModeContent I am trying to create a report that has a tab with multiple charts in the same tab. When I use the Screen Display option, the chart correctly fills the width of … -
Report showing incidents closed by agent vs incidents closed via Multi-EditContent Hello! I want to create a simple report that lists incidents closed by agents vs by incident multi-edit. I am aware of the Audit Log report and tried to reverse …twiteeta 47 views 4 comments 0 points Most recent by Mike Griffiths Reporting & Analytics for B2C Service
-
Getting agent profile to Queue AssociationContent In our application, we are using the following RESTful API to retrieve a user account. https://ppppp.rightnowdemo.com/services/rest/connect/v1.3/accounts/7 Our g…Godfrey Imudia 45 views 1 comment 0 points Most recent by Ryan -124631 Reporting & Analytics for B2C Service
-
Incident Arrival Patterns (30 Day Graphical Rolling Avg by Hour) - Analytics Cookbook RecipeContent Incident Arrival Patterns Past 30 Day Avg Create Rate by Hour Author: Larry Chien Difficulty rating: (Intermediate) Target persona: Call Center Manager, Workforc…Larry Chien-114902 74 views 5 comments 6 points Most recent by Kristi Karels Reporting & Analytics for B2C Service -
filtering with Incidents.i_id versus incidents.ref_noContent I have a few reports that run without problems when I filter by the incidents.i_id field, but not when I use the incidents.ref_no field. Is there a way to add th…NDKoze 11 views 6 comments 0 points Most recent by Danette Beal Reporting & Analytics for B2C Service
-
Exception report when incident updated X timesContent Hi everyone I would like to create an exception notification (ideally sent by email) when any incident is updated X times (probably 2) by the customer. I would l…Simon Eccles 27 views 1 comment 0 points Most recent by Ryan -124631 Reporting & Analytics for B2C Service
-
Start Time Pervoius day at 6pmContent Hi ALL When i run my report on any day and time, I need the start time to be previous day 6pm. If i started my shift at 12 midnight i can use 0 day rounded in my…Richard Catalani 25 views 1 comment 0 points Most recent by Ryan -124631 Reporting & Analytics for B2C Service
-
Contact Search: One filter field will be used for name and surname?Content Hi all, I want to put a single filter field in a contact search report and want to return results with either firstname or lastname will contain/equal to that fi…Fatih Kurtoglu 30 views 6 comments 0 points Most recent by Mike Griffiths Reporting & Analytics for B2C Service -
Modify filter to apply multiple like operatorsContent Hi all, I want to extend a report filter to return values for multiple cases as follows: Suppose in firstname filter, when customer types "alex" I want to return…Fatih Kurtoglu 44 views 1 comment 1 point Most recent by Mike Griffiths Reporting & Analytics for B2C Service