Posts

  • Pavol Procka
    Schedule times - which timezone?Answered6
    Topic last edited July 31, 2017 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Schedule times - which timezone?
    Content:

    I have a report that is set to be using a different time-zone than the one I am in. I was asked to schedule this report for the people in the report's time-zone.

    While, testing it I saw that the Schedule run times are not based on the report's time-zone, but rather on my own (which is also the default time-zone for our reports). Is this correct?

    Used Case: The user wants the report filter daterange to be set to 7PM - 4 AM her time (GMT-5). Am I correctly setting my schedule to run at 11:00 (GMT+1) saying that I want it to look at -10 to -1 hrs rounded? Keep in mind that the report is set to execute in the user's timezone (GMT-5) under Options -> More Options.

    Another concern I have is that I would also like to run a schedule producing the same report for the whole previous day (GMT - 5) and am not sure whether -1 day rounded will look to the beginning of the day in my timezone or the user's (report's) timezone?

     

  • Pavol Procka
    How to fire "Copy Contact" for chats where no...Answered15.0
    Topic posted July 14, 2017 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Communication Channels public
    Title:
    How to fire "Copy Contact" for chats where no incident is created?
    Content:

    We have established that for yet an unknown reason (investigating with Oracle Support), about 10% of all our chats do not get an incident reference # created. And about 10% of those 10% are chats that should have been saved (were not abandoned before they had any interaction).

    Because of this, they are not getting saved in our backoffice, cause the copy contact only fires on the Incidents.

    I was wondering whether:

    a) Anyone came across the same/similar issue

    b) Is there a way to write a rule that would copy the transcript when the chat is saved, irreleveant whether an Incident Reference# exists or not? Basically to fire the copy contact on something else than the Incident Saving, but still after the chat was finished.

     

    Version:
    Service Cloud
  • Pavol Procka
    Report stopped working due to amount of data.9
    Topic last edited July 17, 2017 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Report stopped working due to amount of data.
    Content:

    Hi,

    I have a problem with one of our scheduled reports. It is supposed to show aggregate of all agent achievements in monthly intervals for the last 6 months This used to work until about 4 weeks ago (we did not change anything since), but lately it stopped delivering the report with the error:

    "Unable to deliver scheduled report: Executing view query failed.

    Query processes too much data - add filters to limit the query or remove tables that are not required."

    Normally, I understand why - it says it in the error message - the amount of data, however I am wondering how come this was not a problem before (we have been using RightNowfor about 4 yrs now and the report used to come as scheduled, once a week until 12/06/2017 (that is the last one that was sent)?
    I am able to run it to a max. of -110 days, but with -115 and more ( I would need -180) it gives the error.

    Also, if I just create a simple report showing all transactions (was trying to see what is that big data) from the last 180 days, this works, brings cca 18 million lines, so I doubt it is really the amount of data that is causing the problems in the filtered one. Even if I tried to remove the other columns and only left Response Sent (next to Agent and Date/Time Interval), the report will simply not run.

    I am attaching the report definition, in case somebody has a suggestion what to replace the Response Sent, Trashed, Queued and Created column definitions with?

    Please note that I already tried to create a dashboard with 4 separate reports in which I simply used filters to specify what transactions types I want, but it behaves in the same way (can run it to about 4 months back, but not 6 months.
    Btw. I am on the Report Database, not Operational.

     

    Many thanks

    Pavol

    Version:
    Service Cloud May 2016
  • Pavol Procka
    Chat Assignements Rules - first fill agent's sessionsAnswered2
    Topic posted July 7, 2017 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Communication Channels public
    Title:
    Chat Assignements Rules - first fill agent's sessions
    Content:

    Hi,

     

    I would like to ask whether there is any out-of-the-box configuration that would enable us to route chats to the agents not based on which agent is waiting the longest time, but rather to fill one agents sessions, the go to the next one, next one etc.

    Basically, what we want to achieve is to make sure that an agent is doing the maximum number of sessions (that are allowed to him) before another agent gets a chat.

    So if we have Agent 1 with 3 available sessions and Agent 2 with the same, both on Available Status -  agent one needs to have 3 active sessions before Agent 2 gets any.

    I have found the following documentation that seems to state this is not possible, but hope dies last :) https://cx.rightnow.com/app/answers/detail/a_id/1174 - This is what it says:

    "The chat assignment algorithm does not take the following into consideration:

    • Whether the Profile is set for PUSH or PULL Chat Mode. For more information on Push and Pull Chat Modes, please see Answer ID 8178: Understanding Chat Permissions: Pull Chat Mode and Push Mode.
       
    • The number of sessions an agent has available. The system does not proactively distribute the next chat to the agent with the most available chat slots. While chats will be distributed equally to agents over time, shift changes or other agent activity may result in the assignment of a greater number of chats to agents who have the longest outstanding chat request for a short period of time.  Instead, the Chat Service looks to see which agent has the oldest outstanding request for a chat. For example: Agent 1 has 3 max chats, is chatting with 2 customers and has 1 session available. Agent 1 requested a new chat at 08:10. Agent 2 has 5 max chats, is not chatting with anyone so there are 5 sessions available. Agent 2 requested a chat at 08:11. The next chat in queue will be distributed to Agent 1 because she requested a chat at 08:10."
    Version:
    Sevice Cloud
  • Pavol Procka
    Incidents with attachments showing multiple times.Answered1
    Topic posted June 28, 2017 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Incidents with attachments showing multiple times.
    Content:

    Hi,

     

    I have a report that shows all Incidents in all Qs.

    What I I am adding is the paperclip icon that is displayed next to the incidents that contain attachments.

    I managed to get the paperclip icon in and even managed to get the total number (on the top level) to exclude the duplicates in the count, but the final level of the report now shows incidents that have more than 1 attachment multiple times (i.e incident with 3 attachments is showing 3 times).

    Any ideas how to make it so that every incident ID is only displayed one time in the final level?

    Attached is my report definition.

    Many thanks

    Pavol

    Document:
  • Pavol Procka
    Average answer time for emails replied9
    Topic posted June 21, 2017 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Average answer time for emails replied
    Content:

    Hi everyone,

     

    I wonder if anyone has a report they can share that would do the following:

    I am looking for a quick way how to find out how many e-mails were replied yesterday from specific Qs and what was the average answer time, or even better, how many were replied within 8, 12, 24, 48 and 72 hours.

    Many Thanks

    Pavol

  • Pavol Procka
    Display duplicate incidents (emails) from the queueAnswered9
    Topic last edited June 15, 2017 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Display duplicate incidents (emails) from the queue
    Content:

    Hi,

     

    I am quite new to reporting so I hope my question will not be too trivial.
    I am trying to create a report that would show only the incidents in our Qs that came from the same email address, however I am struggling to create the filter.

    I managed to do it with a Group Filter where I first group all duplicates to one level and then just set a Logical expression as Count(*) >1 which worked. I now however am trying to make the same report without grouping or having 2 levels ( so that I don't have to open each email address to see all duplicates, but to simply have all duplicates listed on one page (level). When I enter the same filter I used in the group it still returns all emails in the Q, not only the ones that have a duplicate email address.

    Any suggestions?

    Many thanks

    Pavol

    Edited subject by Danette Beal to shorten

    Version:
    Service Cloud
  • Pavol Procka
    Cross-Tab8
    Topic last edited June 20, 2017 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Cross-Tab
    Content:

    Hi,

    I am trying to find some documentation for the Cross-Tab function but am only finding rather general info (e.g. https://documentation.custhelp.com/euf/assets/docs/may2016/olh/wwhelp/wwhimpl/js/html/wwhelp.htm#href=t_Define_a_cross_tab_report_ae1133085.html)

    Do I understand right that the Cross-Tab can only return totals? Is there a way to have it displayed Averages for example?

    Can anyone help with some more detailed documentation?

    Many thanks

    Pavol

    Version:
    Service Cloud
  • Pavol Procka
    Report Schedule Management - "sent from"1
    Topic posted June 12, 2017 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Report Schedule Management - "sent from"
    Content:

    The new Report Schedule Management feature is a very helpful feature. We are however currently struggling to see who the report is sent from.

    Does anyone have any suggestions whether it is possible to bring this up?

    Version:
    Service Cloud