Category 276
Discussion List
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How is "Chat Agent Sessions: Engaged Secs" calculated?Content Doing some work for a client. We are wondering if chat_agent_sessions.engaged_secs counts concurrent chats? For example: Between 8:00 and 8:05 Betty chats with o…Tyler Forrester 30 views 1 comment 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service -
Chat report about agent that how many chat requests he accepts, neglects and declinesContent RT. anyone can help? ThanksChanddler 12 views 4 comments 0 points Most recent by Dietrik -120086 Reporting & Analytics for B2C Service -
Agent and multiple account groupsContent Hi, We are in process of replacing CRMOD service module with RightNow. In CRMOD a service user could be part of multiple groups and would only be able to view in…Bhaskaran Subramanian 27 views 5 comments 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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report on incidents with more than one responseContent Hi I would like to be able to run a report to view all incidents that were resolved with more than one response. (i.e. not first time) Can anyone advise how I ca…Tim Ritchie-115114 15 views 5 comments 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service
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Filter report based on logged on users OrganizationContent I'd like to create a "My Incidents" type report that would include any incidents where the incident's organization is equal to the organization associated with t…Ian Hunter 36 views 3 comments 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service -
"Week Number" Reporting intervalContent Is it possible to configure the week numbers that RightNow uses for the above? (for example if our Reporting Year begins on 1st April, rather than 1st Jan)?Neil M 37 views 2 comments 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service
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Adding calculation from different reportsContent Is it possible to add the total calculations from 3 reports in a dashboard to a 4th report? For ex: Report 1 has total = x; report 2 has a total = Y, report 3 ha…Daniel Stanciu 12 views 1 comment 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service
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E-Mails per HourContent Hello, I'm trying to develop a report that will give me the number of e-mails completed while the agent was in our "E-Mail" status. I currently have the correct …James McilWraith 25 views 6 comments 0 points Most recent by Morgan Tennant-118053 Reporting & Analytics for B2C Service
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Custom Objects Reporting -> Associating Accounts to Account GroupsContent Hi all, We created a custom object where one of the fields within the object is a "Accounts by Group" menu field. In the report, I added 3 columns 1. incident re…JT Hudson 42 views 2 comments 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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Scheduling ReportsContent Hi All, I have scheduled a report to send the mail after every 15 minutes but i am not getting any mail. Steps that I have done : 1.Created a standard report usi…KamalpreetSingh 20 views 1 comment 0 points Most recent by James Hanson Reporting & Analytics for B2C Service
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Tasks object - Today and Tomorrow ReportContent Dear Experts, We have a requirement in which we have to have different TASKS report based on the day. This is for the service reps: 1 report is to have only thos…Navin Jose-124385 24 views 2 comments 0 points Most recent by Navin Jose-124385 Reporting & Analytics for B2C Service -
Print report prints as imageContent Hi All, My team has created a report which prints the notes associated with a custom object since there is no default way to print this. My issue is now though t…Duncan Taylor 25 views 2 comments 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service -
Report to Show the "Send Receipt Email" Being SentContent Hi Everyone! I am looking for a way to report on the "Send Receipt Email" being sent for one of our clients. I have checked in the canned reports, the online KB …Sara Knetzger-122432 40 views 5 comments 0 points Most recent by Sara Knetzger-122432 Reporting & Analytics for B2C Service -
Chat Agent Session Report by Date When Session Spans Two DaysContent We have 24 hour contact centers, with some agents' chat sessions spanning two days (e.g. sign into chat at 10 PM one day, then signing out at 2 AM the next day).…Tom Logan-110124 49 views 1 comment 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service
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Displaying Business RulesContent Hi Team, Is there any method that I can create or run a report that will display all the Business Rules for my site/interface? The current method being used is t…The Mo Man 29 views 1 comment 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Reporting on Audit Trail (Incidents)Content Hi All, Hopefully someone out there can point me in the right direction. I'm rather new to RightNow, so apologies if this is a fairly obvious request. What I am …Simon Holyoake 21 views 5 comments 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Information to the agents, if a dashboard is updatedContent Hello together, we using a dashboard with browser-component. The browser is linked to an internal FAQs called "News". The idea in the background is, to get the a…Nico Schmierl 15 views 4 comments 1 point Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Initial Assign (Abs) larger than Initial Response (Abs)Content On the Email Performance report, we are seeing a couple of days where the Initial Response (Abs) is actually larger than Initial Assign (Abs). Theoretically, the…Matt Miller-114807 18 views 1 comment 0 points Most recent by Ryan Schofield-122326 Reporting & Analytics for B2C Service -
Defining a 'Group Date' for a variable in ReportsContent Hi Friends, For a variable type ‘Predefined List’ with the list name as 'Group Date', the values can be sliced to the most up to Year/Month/Day/Hour. Is there an…Vignesh Kasargod-124926 47 views 6 comments 0 points Most recent by Vignesh Kasargod-124926 Reporting & Analytics for B2C Service
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Time in Queue (Work Hours)?Content Hi, I am using this report (pdf attached), but I was wondering if the Time in Queue (Work Hours) column, I read the RN definition as " number of hours from a spe… -
Limit on date_diffContent I'm trying to use the date_diff function in a segment to find contacts over a certain age, and am having some trouble, so I tried putting the same code in a repo…Ineke Clewer 35 views 4 comments 0 points Most recent by Ineke Clewer Reporting & Analytics for B2C Service -
Problem when exporting Report to ExcelContent Hi, Our text fields appear in dissorder after exporting to Excel. It looks correct in Design & Report View Mode. What could be the problem / How can we fix this?…David Soto V. 28 views 1 comment 0 points Most recent by AM -119163 Reporting & Analytics for B2C Service
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24 hour SLA excluding weekendsContent Hello! I currently have a report that uses the below expression to return the number of incidents that were not processed within 24 hours. count (if(incidents.la…Cameron Royce 44 views 5 comments 0 points Most recent by Wendy Schlueter Reporting & Analytics for B2C Service
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report on mailing campaigns done last 12 months having the mailing includedContent wonder if it's possible having a report per campaign showing the mailing text and all the contacts this has been sent ? would need such for a 12 months overview …Thomas Steiner 29 views 1 comment 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service
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Reporting on Duplicate ValuesContent We have a requirment to report on a custom object and if we find a duplicate in a certain field, show the 2 records on the report. The person who wrote the requi…user3511667 46 views 5 comments 0 points Most recent by user3511667 Reporting & Analytics for B2C Service -
Email Alert by AgentContent Is it possible to set up an email alert to the Agent, based on the agent (logged in) once a survey is completed received with the agent as the Assignee?Crystal Gomez 18 views 2 comments 0 points Most recent by Crystal Gomez Reporting & Analytics for B2C Service
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Chart colorsContent Is it possible to change chart colors manually? So that for example "complaints" would be always red in all reports. -Pekka M.Pekka Makinen 19 views 4 comments 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service
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flow2question.seq - Need survey questions in order on reportsContent Hi Everyone, In the canned reports, the survey questions are not showing in the same order in which they are presented in the survey itself. I understand from th…Barb Pilgrim 21 views 2 comments 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service -
Can't Create Multi-edit ReportContent Just upgraded to May, 2015. Lost ability to create multi-edit report. Now when selecting multiple lines to edit, with e.g. Task and wanting to edit the Status fo…AL -116436 27 views 3 comments 0 points Most recent by Jennifer -120693 Reporting & Analytics for B2C Service
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Percentage CalculationContent Hi, We have a requirement of Calculating the percentage of Escalated Incidents and Cancelled Incidents, we have added two fields which gives us the value of Numb…Srinath Srinivasan-124753 58 views 1 comment 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service