Reporting and Analytics
Discussion List
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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 31 views 2 comments 0 points Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service -
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_2024-12-17-20-47-34-132 158 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 72 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 25 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 63 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 32 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 25 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 29 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 33 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 13 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 68 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 25 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 45 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 29 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 39 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 34 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 32 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 59 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 65 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 30 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 31 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 16 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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Restricting Report by ageContent I currently looking at editing the Email by Age report and want to restrict it to only to show incidents that are not solved that are older than 48hours or our S…User_2025-02-03-19-20-38-574 22 views 1 comment 0 points Most recent by Andrew Challis-Oracle Reporting & Analytics for B2C Service