Posts

Posts

  • Jelsiao
    Ability to save multiple Search Criteria in reports
    Idea posted September 4, 2018 by JelsiaoJourneyer, tagged Agent Desktop, Reporting in Discussion Forum > Idea Lab public
    Title:
    Ability to save multiple Search Criteria in reports
    User Story / Description:

    Currently, we can only save one search criteria via the save default values in the reports. It would be nice to be able to save multiple filter choices for frequently used criteria combinations. So the next time we need to run them, we can easily choose from a list.

  • Jelsiao
    Reporting on business hours, instead of 24-hour1
    Idea posted August 31, 2018 by JelsiaoJourneyer, tagged Reporting in Discussion Forum > Idea Lab public
    Title:
    Reporting on business hours, instead of 24-hour
    User Story / Description:

    A way to report on business hours, rather than a 24-hour clock. For example, when calculating response time (for a Customer Case Metrics report, for example), the system calculates on a 24-hour clock, even though the majority of cases will only be responded to within defined business or emergency hours.

  • Anthony Hayes
    Off the Record Reporting4
    Idea posted August 28, 2018 by Anthony HayesRookie, tagged Reporting, System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    Off the Record Reporting
    User Story / Description:

    As a user of the Off the Record function that is available, I would like to be able to see how many times the Off the Record button has been pushed.  Currently there is no out of the box reporting that tracks that. We have created a standard text for our agents to use when they want to use this button, but it would be nice to see if the button is being used more then standard text is. 

  • Jeff Goodall
    Reporting: Ability to edit multiple columns formatting at...13
    Idea posted August 24, 2018 by Jeff GoodallWhiz, tagged Reporting in Discussion Forum > Idea Lab public
    Title:
    Reporting: Ability to edit multiple columns formatting at once
    User Story / Description:

    As a report creator, I need the ability to update the Format of multiple columns at once.

     

    For example, hold [Control] and select multiple columns, select Format, and update the column format as desired, including and especially Options like 'Show Null Values as Blank'.

  • Joaquin Ollo
    Quick Search: don't show items' Id when choosing...1
    Idea posted August 13, 2018 by Joaquin OlloRookie, tagged Agent Browser UI, Agent Desktop, Reporting in Discussion Forum > Idea Lab public
    Title:
    Quick Search: don't show items' Id when choosing from a list of items
    User Story / Description:

    Hi,

    I've raised this as a SR but I've been told its the expected behaviour for both BUI and Desktop Agent: when a report is set for "Quick Search" in a navigation set and that report has one or more filters containing lists (like choosing the status of an incident or task), when the agent chooses some elements from that list, they're displayed as those elements' IDs in Quick Search's input field. It's kind of confusing for those using the software, although it works correctly. It'd be better if elements' IDs weren't displayed at all, as they're already showing up in the dropdown list.

    Picture:
  • Ineke Clewer
    Category table: Be able to add custom fields or link custom...
    Idea posted August 1, 2018 by Ineke ClewerSpecialist, tagged Reporting, System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    Category table: Be able to add custom fields or link custom objects
    User Story / Description:

    we have lots of different SLAs depending on category so this is currently handled with some very messy report fields and nested if statements

    it'd be great if we could create either a field on the category table to assign it an SLA that we can then use in the reports, (and maybe a stretch SLA too), or create a custom object that we can link to the category so it can look up the SLAs

  • Simon Dullingham
    BUI Report Filter Screen realestate11
    Idea posted July 26, 2018 by Simon DullinghamRegular, tagged Agent Browser UI, Reporting in Discussion Forum > Idea Lab public
    Title:
    BUI Report Filter Screen realestate
    User Story / Description:

    Is it possible to set whether the docked filters should appear expanded or collapsed for reports used on the BUI?

    Currently they are expanded by default and this takes up a lot of screen real estate

  • Kati Middleton
    Integrate desktop and browser log files so reporting is...
    Idea posted July 6, 2018 by Kati MiddletonRegular, tagged Agent Browser UI, Agent Desktop, Reporting in Discussion Forum > Idea Lab public
    Title:
    Integrate desktop and browser log files so reporting is accurate
    User Story / Description:

    As an admin, I have noticed that there is a disconnect between desktop and browser applications when it comes to being able to pull reports. As an example, if someone logs into the browser application, the desktop app is not aware of it, making our analytics skewed. Having about 50% of our agents regularly login to only the browser app, having accurate metrics at the end of the day about number of agents logged in, how long they were logged in, how many incidents they serviced, etc. would be beneficial. This would help not only our admins but also the agent's supervisors.

  • Chris van Es
    All Article's visible in the reporting42
    Idea posted June 1, 2018 by Chris van EsExpert, tagged Knowledge Advanced, Reporting in Discussion Forum > Idea Lab public
    Title:
    All Article's visible in the reporting
    User Story / Description:

    Today the non published article's are not shown in the reporting. 

    We link  to see ALL article's availible in the okcs_answers table so we are able to create report that shown ALL article's and have a filter on published og non published.

     

    Just like in the KF where private answers are also available in the reporting.

     

  • Stephen Russell
    Add "Freeze Sort" Option to Report Designer11
    Idea posted May 11, 2018 by Stephen RussellExplorer, tagged Agent Desktop, Reporting in Discussion Forum > Idea Lab public
    Title:
    Add "Freeze Sort" Option to Report Designer
    User Story / Description:

    Problem Statement

    Some reports require a specific sort sequence in order to produce a reliable and consistent presentation required for specific applications, such as monthly reports to be presented to customers. A user who clicks the Sort button or a column header, either intentionally or by mistake, when running such a report can unwittingly interfere with the consistency of presentation required for the report. Moreover, the user who does this might not even be aware of the specific sort requirement.

    Another more serious use case applies to reports with embedded scripts that require display of rows in a specific sequence to work reliably. For example, if-statements that compare values in one row to those in a previous row may require a specific sort sequence to evaluate the data in the rows reliably. In this scenario, a user who clicks the Sort button or a column header can inadvertently interfere with the script's functions. It's unrealistic to expect users to understand the requirements of if conditions embedded in report scripts of reports that they run. From a user's point of view, such reports should run without being so sensitive.

    The workaround is for the user to click the Home > Reset button to restore the default settings, but that assumes the user observes the error, understands the cause is user-related and not data-related, and knows about the Reset button.

    Proposed Solution

    1. Insert a "Freeze Sort" check box to the dialog box that opens when one clicks the Report Designer Home > Sort button.
    2. If the check box is checked, grey out the Sort button and disable the column header sort-toggles in Report View mode.