Category 276
Discussion List
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Chat not Assigned a Group - "No Value"Content Hello, Is anyone able to explain how a chat gets reported without a group? (see "No Value" below) Thanks, Nick -
Custom summary calculation for Analytics reportContent We have a unique report where we want to have custom summary calculation that is dependent on the summary information from other 2 columns. For e.g. please see t…Jigesh Shah 21 views 1 comment 0 points Most recent by Scott Harwell Reporting & Analytics for B2C Service -
Filter for incidents about to go out of standardContent I've created a report for our team that counts incidents that are open and past their SLA - Overdue requests. The team would now like a second count on the repor…Dorothy Perez 2 views 2 comments 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service -
Exporting reports through APIsContent Hello, We need to extract data from RightNow every 5 or 10 minutes. There are some objects that are not available through native APIs, only through RightNow repo…Alexandre Nakahara-Oracle 3 views 0 comments 1 point Started by Alexandre Nakahara-Oracle Reporting & Analytics for B2C Service
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Report to count only if 'yes' is the value across multiple fieldsContent We have a number of Opt-in fields that record different customer preferences. e.g. does the customer want to receive (field 1) Brochures - Yes/No, (field 2) SMS …Catherine Cherry 4 views 1 comment 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service -
Possible to see comments on forwarded incidents?Content Hi everyone I have a report which shows incidents with the transaction type of Forwarded, and I have a column which shows the email address that the incident was…Simon Eccles 6 views 3 comments 0 points Most recent by Simon Eccles Reporting & Analytics for B2C Service
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Survey Completion Results/ScoresContent We are attempting to create a report that will provide detailed survey results that will yield overall scores by agent type, incident type, date range, and more.…Aitia Stuart 5 views 1 comment 0 points Most recent by Aitia Stuart Reporting & Analytics for B2C Service
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"Last Agent Responded" on ReportContent Hey everyone, I am trying to build a report that will show the "Last Agent Responded" to an email. However, I have only been able to add Created and Response Sen…Matt Miller-114807 10 views 5 comments 0 points Most recent by Matt Miller-114807 Reporting & Analytics for B2C Service -
open incident count for an agentContent Hi All, can anyone tell me how to show the report if there are more than two open incidents assigned to an agent? Kindly give some idea on this. Thanks, M.Muthul…Muthulakshmi Muthaiah-121678 2 views 3 comments 0 points Most recent by Matt Sumner-121463 Reporting & Analytics for B2C Service -
Drill Down FiltersContent I have a report that counts response time. One column, counts how many incidents were responded within 24 hours, another column counts incidents that were respon…Cameron Royce 7 views 4 comments 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service
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Report to provide workspaces and scripts that are using a specific reportContent Is there a report that provides workspaces and scripts that are using a specific report? I need to update a report but need to know workspaces, scripts, and Nav …Connie Cannon 7 views 4 comments 1 point Most recent by Matt Sumner-121463 Reporting & Analytics for B2C Service -
Scheduled report not being receivedContent Hi I've scheduled a report to run at various times over the last couple of days but haven't received the detail of it by email. When I check the schedule it conf…Nicki Mayers 11 views 3 comments 0 points Most recent by Nicki Mayers Reporting & Analytics for B2C Service
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How to display all SLAs for an orgContent Hi All, In Organization level, we have associated all the SLA's which we created. But while creating an incident for that organization we can see only one SLA in…Muthulakshmi Muthaiah-121678 4 views 2 comments 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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Counting incident responses: incidents.last_resp vs stats.resp_incidentsContent Hi, According to two different out-of the-box reports, I am getting significantly different information about the number of incident responses over a date range.…Tom Anderson-118708 16 views 4 comments 0 points Most recent by Tom Anderson-118708 Reporting & Analytics for B2C Service
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Time Stamp of Incident with maximum wait time.Content Hello, I'm trying to retrieve the timestamp of an incident with maximum wait time. From the inc_performance table, I'm able to retrieve the maximum wait time usi…SJ -122630 2 views 3 comments 0 points Most recent by SJ -122630 Reporting & Analytics for B2C Service
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Using Response Requirements for Age of IncidentsContent Can anyone give some advice on how I can get the age of an incident since last updated to count based on the response requirements. At the moment this: date_diff…James Coombes 7 views 2 comments 0 points Most recent by Mike Griffiths Reporting & Analytics for B2C Service
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Retrieving Filter valuesContent Hello, Is there a way to use values specified in the column definition expression? I'm trying to create a column with count of incidents that have initial respon…SJ -122630 4 views 4 comments 0 points Most recent by SJ -122630 Reporting & Analytics for B2C Service
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Top 3 feedback typesContent Hi, i'm trying to make a report that shows top 3 reasons for customer feedback. I'm not able to get top results, i tried the function MAX, but seems that it retu…Pekka Makinen 6 views 3 comments 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service
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Can you create a report that shows number of surveys an agent has completed with number of questionsContent I am new to the system but have been tasked to create a grid report which can be exported. My design would be to have the agents name, number of surveys, questio…Peter Withington 5 views 1 comment 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service
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Combining Expressions using AND OR statementsContent I am hoping someone can assist me. I created a report (definition attached). I am wondering how I could combine the Update and New columns together. For example:…Chrisanna Prescott 11 views 2 comments 0 points Most recent by Chrisanna Prescott Reporting & Analytics for B2C Service -
How can I fetch the visible(Display on End-User Side) ID and Label of the custom fields?Content Recently, we have upgraded the CX to the May 2015 Version and migrated the CP2 framework to CP3. In the old version, we have a custom script with a MySql query w…Sujith Somanathan 8 views 2 comments 0 points Most recent by Sujith Somanathan Reporting & Analytics for B2C Service
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Custom Script in the ReportsContent Hello, I'm new to the custom scripts in the report and I found a lot of useful information in this forum. I found a post that indicated a way to retrieve the rep…SJ -122630 92 views 4 comments 0 points Most recent by Barrilito van Dijk Reporting & Analytics for B2C Service
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Exporting via Excel - Seperate sheets for each Dashboard TabContent Hi All, I have recently created my first RN reports and Dashboard. My Dashboard contains a number of reports (6) which I have added to separate Dashboard Tabs. W…Simon Holyoake 16 views 1 comment 0 points Most recent by Tom Shepherd-124836 Reporting & Analytics for B2C Service
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Sent email reportContent Guys, are there any vanila report with all emails send to customers? thanks!Jose Costa 2 views 1 comment 1 point Most recent by Keri Jenkin Reporting & Analytics for B2C Service
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Output as Filter !!Content Hi All, We have two reports which are linked to each other. What I am looking is whether we can use one of the output columns of first level report as filter for…Heena Karir-124001 5 views 3 comments 0 points Most recent by Narendra Muttineni Reporting & Analytics for B2C Service -
How do I display zero's instead of the "There are no items to show in this view"?Content We have a daily scheduled Chat report that is being consumed by our developmenet team for a business dashboard. The problem is on days when there is no activity;…Kathy26 6 views 10 comments 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service
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Reporting in 'working' or 'week' daysContent Hi Can you tell me if it is possible to report just using week days (Monday to Friday) within RN? I notice that this question was asked some years ago when it wa…Nicki Mayers 12 views 3 comments 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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Total Time Engagement Time - How does this work?Content "Total Engagement Time" Formula: sum_distinct( chat_agent_sessions.engaged_secs, chat_agent_sessions.client_id) I don't trust the number this formula produces be…Martin Lund 10 views 4 comments 0 points Most recent by Martin Lund Reporting & Analytics for B2C Service
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How to show in a report the icon of the channel from which an incident has been raisedContent Hi all, I have a report the shows all the incidents associated to a contact and the icon (or image) of the channel from which the incident has been raised (eg. T…Mattia caputo 13 views 4 comments 0 points Most recent by Mattia caputo Reporting & Analytics for B2C Service
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Incident performance by category-Report Id -80Content Hi All, Can anyone explain how the below column values has been calculated in the report level(Report name-Incident Performance by category)? Initial Assign(Abs)…Muthulakshmi Muthaiah-121678 3 views 1 comment 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service