Reporting and Analytics
Discussion List
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Average Time to respondContent Hi i am struggling with a report. I need the following column month wise for an incident. Average time to respond.- Avg of the time difference between the custom…User_2025-02-03-22-27-06-740 27 views 2 comments 0 points Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service -
Calculate performance time from assign to response, but exclude a particular queueContent Group Performance Simple (Report ID 52) I need to know the average time it takes from assignment to a response being sent. I have my filter set to use: Interval …User_2025-02-03-20-01-41-735 28 views 2 comments 0 points Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service
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Getting Value into Report Custom ScriptContent Hello, I am using a report inside of a workspace of Organization. I am trying to get the orgs.org_id of the the opened organization inside the custom script of a…User_2024-12-17-20-47-34-132 154 views 19 comments 1 point Most recent by Travis Cable Reporting & Analytics for B2C Service
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Can I call Report through Custom ScriptContent Guys, Is this possible in Rightnow. Can I call report through custom script? Scenario is:- I have a report along with some custom script and In the same custom s…User_2025-02-03-19-26-48-025 70 views 6 comments 0 points Most recent by User_2025-02-03-19-26-48-025 Reporting & Analytics for B2C Service
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No. of reopened incidents for the dayContent Hi, I need to get the number of reopened incidents for the day i.e. no. of incidents for which the status changed from the solved Status type to Unresolved statu…User_2025-02-03-22-27-06-740 30 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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How to report on undeliverable emailsContent I'm looking to get a report together that shows me all outbound emails that have come up as undeliverable in the audit log. This is only the emails that have gon…User_2025-02-03-17-03-04-780 23 views 3 comments 0 points Most recent by JBaxter Reporting & Analytics for B2C Service
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File attachments in ReportsContent Hi Is there a way to include file attachments from incidents, contacts, organisations, etc, and file attachments from a custom widget on to a report? thanksUser_2025-02-03-18-57-52-212 59 views 2 comments 0 points Most recent by User_2025-02-03-18-57-52-212 Reporting & Analytics for B2C Service
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Time in Status filterContent Hey everyone! I have created a report that shows the "Time in Status" of particular incidents with the formula below. date_diff(incidents.updated, sysdate ()) Ho…User_2025-02-01-08-41-04-877 63 views 2 comments 0 points Most recent by User_2025-02-01-08-41-04-877 Reporting & Analytics for B2C Service
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PoojaK 31 views 2 comments 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service -
How to create expand/collapse threads on "Messages"Content Hi everyone! Hope you can assist me with the report I'm attempting to create, regards to the title of this topic. Based on this idea , and our own company needs …User_2025-02-01-08-38-15-811 26 views 1 comment 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service
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Service Cloud Reporting Tool - Pivot TableContent We recently transitioned from CRMOD to Service Cloud and I am wondering if I am able to use a pivot table within the reporting tool. We summarized/categorized ou…User_2025-01-23-22-39-27-353 27 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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Number of clicks on a link in an answerContent I am trying to find/build as report that can tell me the number of times a link in an answer has been clicked but not having any luck. Can anyone help?User_2025-02-03-20-11-26-342 34 views 2 comments 1 point Most recent by User_2025-02-01-08-14-04-387 Reporting & Analytics for B2C Service
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Register Now! Ask the Experts Webinar: Data ValidationContent Oracle Service Cloud Ask the Experts Webinar Register Now! Validate Data in Your Reports to Ensure the Story You’re Telling is Accurate Wednesday, March 23rd @ 8…Stephanie Kaleva 12 views 2 comments 1 point Most recent by Kenny Tietz-23935 Reporting & Analytics for B2C Service -
Avg Calculation using rel_date_diff functionContent Hi All, I want to calculate average between two dates (incidents closed and incidents created) using rel_date_diff function for excluding holiday and for this I …User_2025-02-03-19-26-48-025 65 views 2 comments 0 points Most recent by User_2025-02-03-19-26-48-025 Reporting & Analytics for B2C Service
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Showing data row wise instead of Column wiseContent Hi Team, I don't know weather this is possible or not in Rightnow. But based on my current requirement I need to know can we show the data rows wise instead of c…User_2025-02-03-19-26-48-025 24 views 1 comment 0 points Most recent by Kenny Tietz-23935 Reporting & Analytics for B2C Service
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Query to display recent itemsContent I need to display top 5 recent items in my custom page. Is there any report available in rightnow through which we can see recent item (like as shown in recent i…User_2025-02-03-17-20-03-936 44 views 1 comment 0 points Most recent by User_2025-02-01-08-17-55-035 Reporting & Analytics for B2C Service
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Joining Prod-Cat mapping in report with Answers tableContent I have a basic Answers report showing a range answers' selected products and categories. However, I only want the categories mapped to one product to appear in t…User_2025-02-01-08-32-25-828 25 views 5 comments 0 points Most recent by User_2025-02-01-08-17-55-035 Reporting & Analytics for B2C Service
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How many times an incident was changed to a certain statusContent Hey everyone, I am trying to create a report that shows how many times an incident was changed to a "Waiting" status. Simply put, if the incident was changed fro…User_2025-02-01-08-41-04-877 42 views 7 comments 0 points Most recent by User_2025-02-01-08-41-04-877 Reporting & Analytics for B2C Service
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Report on login user detail on CP sideContent Hi All, I need to show the login user detail at customer portal side,I have attach Report for that. Is I want to apply filter in report or customer portal side. …User_2025-02-03-19-33-02-045 37 views 4 comments 0 points Most recent by User_2025-02-03-19-33-02-045 Reporting & Analytics for B2C Service
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report for open answers survey question with possibility to filter on CSAT questionContent We have created a report that shows us the open answer to our survey (see definition attached). However, we want to be able to filter the results on the results …User_2025-02-03-18-57-47-987 33 views 1 comment 0 points Most recent by Amy Nash Reporting & Analytics for B2C Service
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Report for time assigned to incident queue?Content I am looking to create a report that will show how much time has elapsed between queue transitions. For example, an incident is created and assigned to a L1 queu…User_2025-02-01-08-30-56-379 53 views 1 comment 0 points Most recent by Amy Nash Reporting & Analytics for B2C Service
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Incident Effectiveness ReportContent Hi everyone! I am attempting to build a report that shows the following criteria: Of all incidents CREATED during a date range, how many were marked Solved withi…User_2025-02-01-08-41-04-877 31 views 1 comment 0 points Most recent by Amy Nash Reporting & Analytics for B2C Service
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How to Report on Organization HeirarchyContent Morning everyone! I need to know how I can easily create a report based off of one clients Hierarchy. I have one major client which we will be assisting many of …User_2025-02-03-18-36-38-730 41 views 7 comments 0 points Most recent by Andrew Challis-Oracle Reporting & Analytics for B2C Service
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Report exceeds query size limit.Content I have created a custom chat report using tables Chats / Chat Events / Accounts. The reason the Accounts table is being used is so I can filter by group. I am al…User_2025-02-03-19-39-14-556 58 views 1 comment 0 points Most recent by Justin_D Reporting & Analytics for B2C Service
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How to show a calculation output just one time (not in a column for every record)?Content Hi, EXAMPLE: We have a report that has a calculated column of "Total Time" (sum (......)), and another calculated column of "Total Quantity" (another sum (......…David Soto V. 48 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224 Reporting & Analytics for B2C Service
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How to Run Reports when Workspace button is clicked?Content We are trying to simplify the process of sending a report out via email. We are looking to find how we can establish work space rules so when a button is clicked…User_2025-02-03-20-45-37-227 63 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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Live Wrap-Up TimeContent I'm trying to create a report that will show what status an agent is currently, if they are in wrap-up mode for any chats and how long they've been in wrap-up mo…User_2025-02-03-20-12-51-730 37 views 10 comments 0 points Most recent by Traci Whitley Reporting & Analytics for B2C Service
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Which date filter to use?Content Hi there I am a little unsure about which date filter to use within one of my reports. I am setting up a scheduled report which will run at 6.00pm daily. But it …User_2025-02-01-08-29-25-648 29 views 1 comment 0 points Most recent by User_2025-02-03-19-34-13-477 Reporting & Analytics for B2C Service
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Organisation hierarchy - how to view all in one report?Content Hi everyone We are trying to clean up and re-organise some of our data (the downside of a data import process) and i would like to see one report where I can est…Nicki Mayers 30 views 2 comments 0 points Most recent by Nicki Mayers Reporting & Analytics for B2C Service
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Multiple calculations for different interfaces in one report - handling timesContent Hi there, I am hoping someone may be able to help me with a report. I have a report which shows me all open incidents by 'brand' - we have separate interfaces fo…User_2025-02-01-08-29-25-648 13 views 3 comments 0 points Most recent by User_2025-02-01-08-29-25-648 Reporting & Analytics for B2C Service