Category 276
Discussion List
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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…User_2025-02-03-19-01-49-738 15 views 4 comments 1 point Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service -
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…User_2025-02-01-08-41-04-877 18 views 1 comment 0 points Most recent by User_2025-02-03-21-53-19-701 Reporting & Analytics for B2C Service
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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…User_2025-02-03-19-33-30-493 47 views 6 comments 0 points Most recent by User_2025-02-03-19-33-30-493 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…User_2025-02-03-17-56-44-865 42 views 6 comments 0 points Most recent by User_2025-02-03-17-56-44-865 Reporting & Analytics for B2C Service
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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 User_2025-02-03-17-30-34-841 Reporting & Analytics for B2C Service -
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…User_2025-02-03-20-55-18-663 44 views 5 comments 0 points Most recent by User_2025-02-03-19-53-47-434 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 …User_2025-02-03-21-48-09-113 28 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?User_2025-02-03-20-17-22-697 17 views 2 comments 0 points Most recent by User_2025-02-03-20-17-22-697 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.User_2025-02-03-19-16-50-953 19 views 4 comments 0 points Most recent by User_2025-02-03-19-30-01-975 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 User_2025-02-03-19-30-01-975 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…User_2025-02-03-18-56-40-556 27 views 3 comments 0 points Most recent by User_2025-02-03-17-51-39-278 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 57 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service
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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 …User_2025-02-03-18-27-40-008 49 views 1 comment 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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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…User_2025-02-01-07-02-22-710 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 43 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…User_2025-02-03-19-16-50-953 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 User_2025-02-03-19-30-01-975 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…User_2025-02-03-20-25-13-140 26 views 2 comments 0 points Most recent by User_2025-02-03-20-25-13-140 Reporting & Analytics for B2C Service
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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…User_2025-02-03-20-09-07-459 28 views 3 comments 1 point Most recent by User_2025-02-03-18-51-12-084 Reporting & Analytics for B2C Service
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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…User_2025-02-03-17-39-21-897 37 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, NickUser_2025-02-03-16-48-16-590 31 views 1 comment 0 points Most recent by User_2025-02-03-17-33-54-785 Reporting & Analytics for B2C Service
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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…User_2025-02-03-17-05-08-939 31 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 23 views 0 comments 1 point Most recent 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 34 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975 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…User_2025-02-01-08-29-25-648 36 views 3 comments 0 points Most recent by User_2025-02-01-08-29-25-648 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.…User_2025-02-03-17-20-52-637 25 views 1 comment 0 points Most recent by User_2025-02-03-17-20-52-637 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…User_2025-02-01-08-41-04-877 30 views 5 comments 0 points Most recent by User_2025-02-01-08-41-04-877 Reporting & Analytics for B2C Service