Category 276
Discussion List
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Custom Fiscal CalendarContent Hi all – I am trying to build a monthly and quarterly report that runs automatically to coincide with our fiscal calendar. At this time I have to manually tweak …Stephanie Taylor 50 views 1 comment 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service -
filtering incidents into a queueContent Is it possible to filter incoming incidents and assign them to a specific queue based on keyword in the subject heading. e.g. any incidents with the word complai…Tim Ritchie-115114 14 views 1 comment 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service
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Incident count for Updates within 7 days atleast 3 timesContent Hi, We have a requirement to develop a report to list incidents which have been updated (it can be any) exactly 3 times with date range last 7 days. Any ideas ap…Suresh Thirukoti-Oracle 23 views 1 comment 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service -
Changing filter display valuesContent Hi. I havent found a way to how change the values of "display search criteria inline". At the moment if I select to show my "Date Range" -filter in a report it s…Pekka Makinen 24 views 1 comment 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service
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Report Index QuestionContent Could anyone tell me why when I have a report that lists incident details, the report uses indexes and queries only 3.8M rows, but if I group by a variable in th…Frank L 20 views 1 comment 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service -
Export All option not available to userContent We have one user when exporting a large report to excel, does not have the ability to select Export All data in the data Set. Another user with exact same permis…
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Averaging the # of days openContent I have created a report where I am looking at incidents from a subset of our customers - I rollup this report by Customer Name and then Incident Severity and the…billz 28 views 3 comments 1 point Most recent by Simon Holyoake Reporting & Analytics for B2C Service -
Search for hyperlink text?Content I am attempting to do an answer search for a website name prevalent in many of our answers. However, my search (answers.search_cpx like) will not return any answ…Matthew Bird 27 views 3 comments 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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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, NickNick L-113854 21 views 1 comment 0 points Most recent by ihays Reporting & Analytics for B2C Service -
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 32 views 1 comment 0 points Most recent by Scott Harwell Reporting & Analytics for B2C Service
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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 22 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 24 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 24 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 27 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 26 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 20 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 22 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 17 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 18 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 32 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 24 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 46 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…user2009235 12 views 3 comments 0 points Most recent by user2009235 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 18 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…user2009235 14 views 4 comments 0 points Most recent by user2009235 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 16 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 25 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 31 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 28 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…user2009235 142 views 4 comments 0 points Most recent by Barrilito van Dijk Reporting & Analytics for B2C Service