Posts

  • Charles Lickly
    Change Time ZoneAnswered3
    Topic last edited October 29, 2011 by Charles LicklyRed Ribbon: 250+ Points in B2C Service > General Functional Discussions for Service public
    Title:
    Change Time Zone
    Content:

    Good Day,

    We just upgraded to May 2011 and now I can't change the timezone for an interface.  I used to be able to go to "Settings"  >> "Common" and updated "TZ_INTERFACE" but now with May 2011 this is not a valid setting and I can find NOTHING in the documentaiton to tell how to change or update the timezone for my interface.  So now I have users who are in China but their system time is Eastern Standard and we want to switch to "GMT/UTC" for all our interfaces so that the time stamps and reports are consistant from location to location.

    ANy help would be greatly appreciated.

  • Charles Lickly
    What incident triggered the survey2
    Topic posted January 14, 2013 by Charles LicklyRed Ribbon: 250+ Points in B2C Service > Surveys and Outreach public
    Title:
    What incident triggered the survey
    Content:

    Good Day,

    I'm trying to determine which incidents are being surveyed.  I can get a list of all the contacts that were sent an invitation message around a incident that they had with us.  But unless the customers returns the survey I have no way of knowing which incidents were actually sent the survey.  Hope that makes sense, any help would be GREATLY appreciated.

     

    --Charles

  • Charles Lickly
    Notify Assigned of Bounced Response15.0
    Topic posted June 18, 2012 by Charles LicklyRed Ribbon: 250+ Points in B2C Service > Agent Desktop public
    Title:
    Notify Assigned of Bounced Response
    Content:

    Good Day Everybody,

    We have had this issue since we started with RightNow almost 3 years ago and I have never heard or been able to find a solution.

    Is there a way to notify the "Assigned" via Email / Notification that the Response they sent was bounced back.  It shows in the incident thread but why would an agent be going back into a thread if they think they have closed it and provided a response to the customer.

    I know I could create a rule that would send me a list of all the "bounced" incident responses but that is not ideal and I would like to have the assigned agent notified when they ahve sent a "bad" response.

    Thank you,

    Charles

  • Charles Lickly
    RightNow Developer Conference 2012??15.0
    Topic last edited March 14, 2012 by Charles LicklyRed Ribbon: 250+ Points in B2C Service > Integrations and APIs for Service public
    Title:
    RightNow Developer Conference 2012??
    Content:

    Good Day Everybody,

    Does anybody know if there is going to be a Developer Conference this year?  With the whole Oracle thing going on I fear we not have a RDC this year.  Can somebody confirm yes or no?  And if yes, what are the details.  It's mid-March and I need to get this earmarked so I can actually attend this year.

    Thanks,

     

  • Charles Lickly
    Exporting Large Datasets4
    Topic last edited February 16, 2012 by Charles LicklyRed Ribbon: 250+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Exporting Large Datasets
    Content:

    Good Day,

    I have a simple report that contains >800,000 records and I need to export to a CSV file.

    Exporting only allows 100,000 max records per report so I tried to set up multiple copies of the report with filters inplace around Contact ID (c_id) to only show records between XXXX and YYYY and these filters DO NOT WORK.  I can do the first 100,000 using an Less Than or Equal to XXXX filter.

    But when I try "between  XXXX to YYYYY" it gives me 200,000 records.  When I try two separate filters of GREATER THAN XXXX AND LESSS THAN OR EQUAL TO YYYY I get 200,000 records

    Any guidance would be appreciated.

  • Charles Lickly
    Handling Asian Language Searches (Simplifed Chinese)1
    Topic last edited February 1, 2012 by Charles LicklyRed Ribbon: 250+ Points in B2C Service > Knowledge Management public
    Title:
    Handling Asian Language Searches (Simplifed Chinese)
    Content:

    We have been trying to impliment a Simplified Chinese customer portal interface with RightNow for over a year now and have not been able to successfully get an interface that our customers can search with any kind of search relevency and accuracy.

    Has anybody else been able to impliment a Simplified Chinese KB instance?  What sort of prep work did you have to do.  We have rebuilt (with RightNow Professional Service guidance) the language dictionary no less than 5 times and at time it made the search worse.  We after a year of trying different things back and forth we are at our wits end and may have to abandon the whole initiative in China. 

    Sucessfull implimentation of a different double-byte language would also be useful (Korean / Japanese / etc...)

    Thanks a ton...

  • Charles Lickly
    Answer Feedback Business Rules1
    Topic last edited December 6, 2011 by Charles LicklyRed Ribbon: 250+ Points in B2C Service > System Admin and Configuration public
    Title:
    Answer Feedback Business Rules
    Content:

    Good Day Everybody,

    I'm having an issue with some business rules.

    When somebody submits feedback on one of our QA's it creates an incident in the system.  You can via business rules have it assign the incident to the person responsible for the answer.   (THIS WORKS)

    BUT...  after the Assigned is set none of the other business rules that follow will work.  Such as, the Assigned on the Answer is a "dummy" account aligned to a market.  We want to route the Feedback Incident to the Markets queue but none of the rules will fire.  I specifically coded a rule to say if "Assigned = JOE" then "Queue=Joe's Market" this rule FOLLOWS the one where the Incident is Assigned to the ANswer Responsible Person.

    The Incident is created and it sets the Assigned to the "JOE" which is the Answer Responsible Person but it will not change the queue or even the assigned person via business rules, BUT the Rules Log says it is executing the rule that changes the Assigned to "MIKE" with a "THEN" so it would be working.  But the Incident is still Assigned to JOE when I open it.

    Hope this makes sense....

  • Charles Lickly
    Response Emails to Customer2
    Topic last edited November 18, 2011 by Charles LicklyRed Ribbon: 250+ Points in B2C Service > Agent Desktop public
    Title:
    Response Emails to Customer
    Content:

    Good Day Everybody,

    We are starting to use the RightNow system to respond to our customers on a much wider basis and one of the major feeback points we have gotten both from external customers and internal QA is that the format is "ugly".  What most of our customers are used to seeing is a well branded email from our support staff and the RightNow Response email is to be very blunt "UGLY" but it is functional.

    I'm curious if everybody using the RNT system for external responses is just using the system or if there is a 3rd-party overlay that allows for much more branded emails to be generated or are you not using RNT to respond to external customers.  If this is the case are you having your agents capture the information into the RightNow system and then copy/paste the response into another system (or even Outlook) before sending the response to the customer.

    Thanks,

    Charles 

  • Charles Lickly
    Filter based on related Field1
    Topic last edited October 29, 2011 by Charles LicklyRed Ribbon: 250+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Filter based on related Field
    Content:

    I know this is probably a very simple thing to do but I'm stumped.

    I want to build a report that takes the Answer ID given during a run-time filter and then shows all the answers that share the same Meta-Answer ID as the entered Answer.

    Here is a rough laid out thought process for what I am trying to do:

    1) answers.a_id is entered

    2) Get answers.m_id for the entered answers.a_id

    3) Filter answer report to just so answers that share the same meta-answer as what is determined in step #2

    This seems like it should be straightforward and it probably is, I just am having a mental block for the last 3 days straight and can't figure out how to do this.

    Thanks....

  • Charles Lickly
    Reponse is being cropped by the system when being sent to...1
    Topic last edited October 29, 2011 by Charles LicklyRed Ribbon: 250+ Points in B2C Service > Agent Desktop public
    Title:
    Reponse is being cropped by the system when being sent to Customer
    Content:

     We are having issues with the response being sent to a customer is missing information that is included in the response within the incident.  See the below example:

    What the agent sees in the thread

    the tests described in ISO 10993-1 for limited (<24 hours) and prolonged (<30days) contact duration

    What the customer sees:

    the tests described in ISO 10993-1 for limited (

    I know the issue is the < sign but is there a way to get the system to NOT crop this information?

    Thanks,