Category 276
Discussion List
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Contact's Last Incident DateContent I have a contact report of users by area we use to market product boot camps (training) to and was asked if we can add a column that shows the last incident crea… -
CP2 to CP3 conversion, problems with reportingContent Hello all, We are having a issue with our web visits report tab in our incidents. The report is showing multiple visits to sites, with 0 seconds time spent on si…Christopher Kriska 1 view 1 comment 0 points Most recent by Ryan Peterson-126136 Reporting & Analytics for B2C Service -
Report Paging and Computed FieldsContent I've searched the forums and Google; can't seem to find a solution. Here's the issue: I need to produce a report that shows only the top 5 incident categories ba…Kody Schafer 9 views 2 comments 0 points Most recent by Kody Schafer Reporting & Analytics for B2C Service -
Report on usage of My Favorites featureContent Our end-user pages have the option to add an answer to My Favorites, which adds the answer to user's My Favorites page. The user can then go to their My Favorite…Derek Blaylock-120045 27 views 1 comment 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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Count of KBs Changed to PublicContent I'm trying to create a report to display the number of KBs, by group, that changed to a public status for a selected date range. This would be any time the KB wa…JLFolkman 5 views 3 comments 0 points Most recent by JLFolkman Reporting & Analytics for B2C Service
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Tip: Report commands/actions don't work in design/preview modeContent Hi there, I was working on a report and for some reason, my report commands/actions (e.g. Open, Delete) weren't working. Reporting guru anash informed me that re…Erica (Leep) Anderson 17 views 0 comments 5 points Started by Erica (Leep) Anderson Reporting & Analytics for B2C Service -
Keyword Search On First Thread EntryContent I have been attempting to build a report that searches just the first entry in thread (or "Your Entry") for specific keywords. The results are picking up the key…Lisa Wells-117805 24 views 1 comment 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service -
Report in incident workspace not filtering by current incidentContent I have a report within a tab in a Incident workspace. It currently shows a chart and should be based on the incident it is within. It uses data from custom Conta…Tom Shepherd-124836 11 views 3 comments 0 points Most recent by Tom Shepherd-124836 Reporting & Analytics for B2C Service -
Calculate the First Time FixContent Hi there, Am looking for a way to calculate the First Time Fix. Within the company, the FTF is calculated based upon the response of one particular person. So it… -
"Keyword Search" on Private Notes/Customer Entry/etc.Content Hi everyone! I am attempting to build a report that would allow us to do a "keyword search" within the Message Thread (Private Note, Customer Entry, etc.). I hav…Matt Miller-114807 12 views 4 comments 0 points Most recent by Tom Shepherd-124836 Reporting & Analytics for B2C Service -
Incident transactions report - forwarded incidentsContent Hello I have a report which shows incident transactions, which is designed to show forwarded incidents by agent, so I've got a couple of filters on the report to…Simon Eccles 9 views 2 comments 0 points Most recent by Simon Eccles Reporting & Analytics for B2C Service
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Filter report based on Logged in Contact's Organization in Customer PortalContent Hi All, We have a custom object named Contracts which is a child of Organizations. I should now display the details of all the Contracts under the Organization o…Dileep Mudadla-126032 27 views 1 comment 0 points Most recent by Anurag Mittal CX Reporting & Analytics for B2C Service
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Adding AHT to reportContent Hi I have hit a bit of a stumbling block with a custom report. I have attached a Word document showing a few screen prints and some of the definitions I'm using.…Simon Eccles 5 views 6 comments 0 points Most recent by AM -119163 Reporting & Analytics for B2C Service
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Reporting on null organisationsContent Hi, I'm trying to create a report which displays all incidents with no organisation attached. I have tried filtering on orgs.name and incidents.org_id as No Valu…Lee Batten 6 views 3 comments 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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Display Agent Last Name First On ReportsContent Is there an option to display the agent's last name first in reporting - specifically the Incidents Created by Agent report. Thanks in advance!Jon Oliverson 5 views 2 comments 0 points Most recent by Jon Oliverson Reporting & Analytics for B2C Service
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incident messagesContent I am creating a report and I need to be able to display all the incident messages for one contact. Regardless of it was a private note, customer entry or respons…mmahoney 13 views 3 comments 0 points Most recent by Amanda Jo Reporting & Analytics for B2C Service -
Enter a value of more than 40 characters in a custom fieldContent Hello guys, I want to populate a list of values in a custom field that are like 120 or 200 characters, wanted to know how I can add as I only allow a maximum of …janice manrique 10 views 6 comments 0 points Most recent by Jens Lundell-Oracle Reporting & Analytics for B2C Service
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Difference between data in "ans_stat" table and "Clickstream" table?Content Hi All, What is difference between data in "ans_stat" table and "Clickstream" table as far as answer hits are concerned? Which data related to answer hits is sto…Utkarsh Upadhyay-122984 16 views 1 comment 0 points Most recent by Utkarsh Upadhyay-122984 Reporting & Analytics for B2C Service
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Open Workflow / Navigation set direct from a reportContent I have created a report that show account information and linked to user profile, workspaces and navigation sets. With this report it is easy to make changes for…Chris van Es 12 views 2 comments 0 points Most recent by Chris van Es Reporting & Analytics for B2C Service -
Counting number of responses of particular account to calculate FTFContent Hi there, Am looking for a way to calculate the First Time Fix. Within the company, the FTF is calculated based upon the response of one particular person. So it…
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Search Filter for Survey Text-Type Question ResultsContent Hey Everyone! I am attempting to create a report that allows for easy searching through our Survey Answers to open-text questions. I have the report Text-Type Qu…Matt Miller-114807 5 views 1 comment 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service
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Visits by Contact SLA or Department ReportContent I need to generate a report that shows the amount of visits by Contact SLA or Department. We use the end user interface internally as knowledgebase reference for…Chris Hychalk 8 views 1 comment 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service
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Automatically refresh workspace reports when incident primary contact changedContent Hello everyone, Could anyone give some advice on the following use case? When agents/users change incident primary contact to other person, is it possible to aut… -
Add 24 Hours to SysdateContent I have the below formula that display Support No when the c$osp_end is the same day as the sysdate. What I'm trying to do so it would still be Support Yes when t…JLFolkman 18 views 4 comments 0 points Most recent by Kenny Tietz-23935 Reporting & Analytics for B2C Service
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Custom report for only the incidents assigned to me on the very previous dayContent Hi, In agent desktop I want to create a report such that I see only the incidents assigned to me on the very previous day. The report should open without any fil…Aniket Choubey-119269 5 views 6 comments 0 points Most recent by Kenny Tietz-23935 Reporting & Analytics for B2C Service
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Need to filter report output based on a group countContent We have created a custom Payment object in OSC which is associated with an incident - so that an incident can have one or more payments. I need to create a repor…Julia Neary 26 views 2 comments 0 points Most recent by Julia Neary Reporting & Analytics for B2C Service
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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 10 views 2 comments 0 points Most recent by Jon Oliverson Reporting & Analytics for B2C Service
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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 17 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 13 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. 3 views 1 comment 0 points Most recent by AM -119163 Reporting & Analytics for B2C Service