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ANALYTICS MANUAL

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1. C New Chart Style RightNow CRM a B o Home Layout Format Qax did 4 Gl a amp 4 fa 3D Depth A h AL id fjg 30 Dep ms my g Save Save Save amp 3D Angle Bar Line Gauge Color As Close Settings v Settings Settings Scheme v Command Settings Colors New Chart st Vertical Bar gt ad Y Chart Title Horizontal Bar gt E Series 9 100 E Series2 i E Series3 y Pie gt S Funnel gt Q Line gt im a E m t Area gt 2D Stacked Line Bar Combo te X Y gt 3D Line Bar Combo a Radar 3D Stacked Line Bar Combo 5th Category Stock gt Exception 1 Exception 2 Exception 3 Logged in as admin Ajonine 100 YU Figure 13 Chart Type Menu 3 Select the chart and chart subtype you want to configure for the chart style Note Once you configure your chart style for the selected chart type and subtype you can select other types to configure your chart style for use with those types This allows you to use the same chart style regardless of the types of charts you add to reports while ensuring the charts colors fonts and other attributes are con sistent RIGHT NOW 38 Analytics Explorers 4 To configure three dimensional settings for a chart style with a 3D subtype click the 3D Depth and 3D Angle buttons on the Home tab to enter values that impact how three dimensional charts display Tip You can modify the three dimensional settings for charts with 3D subtypes
2. Gs H P My Incident Trend global_sat RightNow CRM AX Home Display Level Page Setup b Qgetx BoOptions Scheduling P Alsort e jii 7 X Add Filter PE Definition Ay Permissions i Rollups e Add Variable Views ee Inline op Tables Filters Variables a j Add B Records E Audit Log Editing 44 Slice Comparison Column View Layouts Properties Analyze Show Hide Data Set bul Reports Explorer My Incident Trend 4b x A Level Incident Trend Add Drilldown Level 2 Tables J i Table Alias Join condition Type Stats stats Z Filters y Type Name Prompt Expression Operator Yalue Data Type Run time selectable date_range Date Range stats stat_date between 7 Days Rounded to 0 Days Rounded Date Time Run time selectable interface Interface stats interface_id in list All Menu S Yariables Type Name Prompt List Type Yalue Data Type it Predefined List date_grp_param Date Grouping Group Date Year Month Day Text Columns Heading Expression Data Type Description m Interval date_group stats stat_date date_grp_param Text Lists each date in the date range The date range is specified in the report s parameters Created sumt stats new_incidents Integer Lists the number of new incidents created on each date a Solved sumt stats solved_incidents Integer Lists the number of incidents resolved set to the Solved status type on each date D Net sum stats new_incidents sum stats solved_incid
3. Loggedin as admin 6 Records AJonline 100 y 1 Figure 124 Sample of Search Criteria Descriptions Displayed Inline To display search criteria descriptions on reports 1 Click the Display tab 2 Click the Search Criteria button and select the display option you want from the list The options are described in Table 62 Table 62 Search Criteria Descriptions Display Options Option Description Do Not Display Search Select this option to remove search criteria descriptions from the Criteria repott Display Search Criteria Select this option to show the search criteria descriptions in the Inline output level s output below the page header and report header text fields Chapter 5 Adding output and search criteria descriptions 235 Table 62 Search Criteria Descriptions Display Options Continued Option Description Display Search Criteria on Select this option to show the search criteria descriptions on a sep Separate Tab arate Description tab To specity which search criteria descriptions to display 1 Click the Search Criteria Descriptions tab or report section on the design surface 2 Click the Options tab 3 Click the Search Criteria button Edit Search Criteria Descriptions Style Margins Borders Select the search criteria descriptions to display in the report st Report Filters be M date_range i M interface im M source in Filters i ke A Interval Type
4. Figure 21 Images Explorer Chapter 2 Images explorer 53 2 Click the New button on the ribbon CS New Image RightNow CRM o ae Home Qx A amp Save Save Save amp As Close Commands b Images Explorer e New Image 4 gt fay il Images can be used in reports and dashboards as backgrounds logotypes etc They can also be used as images for reports in navigation lists and in the report explorer 7 Image Select an Image OROCO Logged in as admin Ronin 100 O O Figure 22 Adding a New Image 3 Click Select an Image to open a window where you can select the image you want to add You can add bmp 7pg gif and png file types Open My Recent Water lilies pg Documents E Wwinter ipg Desktop My Documents er My Computer om e My Network File name A Places i Files of type Image Files bmp jpa gif png Cancel Figure 23 Select Image Window 4 Select the image you want to upload 5 Click the Open button RIGHT NOW 54 Analytics Explorers 6 Save the image Replacing images You can easily replace images you have already added This is helpful if you have added an image such as a logo to reports or dashboards and the logo is later changed By replacing the image file the reports and dashboards where the logo image has been used will automatically use the new image To replace an image 1 In the Images
5. Options Click this button to select display options for the column Refer to Editing column format options on page 264 for descriptions of all options Number The options in this group let you display numeric values as a gauge and select numeric formats Refer to Editing column format options on page 264 for descriptions of these options Note This group displays when selecting a column containing numeric values Date The options in this group let you select a date format for the col umn and view the format Refer to Editing column format options on page 264 for descriptions of these options Note This group displays when selecting a column containing date time data RIGHT NOW 204 Custom Reports Chapter 5 Table 52 Format Tab Description Continued Group Button Desctiption The options in this group let you configure the image used to indi cate columns that meet data exception criteria These options are also available when creating data exceptions Refer to Creating data exceptions on page 284 Note This group displays when editing a data exception Image Current Selection The options in this group let you select the area of the chart you want to edit and reset the style options Note This group displays when editing a chart Area Menu Select the area of the chart you want to edit from this drop down menu You can also select the area by clicking it on the c
6. 140 Report Management y F Contact Information RightNow CRM sx y Home Display Page Setup C x BS A 4 Docked Filters 7 ReportHeader Data a 2 Is Pagereport Fix Column Headers L Charts Search Criteria Links Row Numbers Views Auto T i Report Footer REN Field Cross A x Format Exceptior A Output Descriptions x Chooser Tab Exceptions Multiline Calculations View Format Sections Options Contact Information dp Name Organization Title Work Home Mob Everette Smith Rationductro Technology Partners Director of Customer Support pangsaena Kelvin Smither man Natied Technology Partners Consultant 555 555 5555 Leah Smithers Ness Incorporated Sr VP Customer Operations 59 555 Sos5 Marisela Smitherman Silector Corporation 555 555 5555 Ry Online 100 Logged in as admin 6 Records I I Magnification slider Figure 74 Magnification Slider on the Content Pane To change report magnification Drag the slider to the left or right to decrease or increase magnification Or Click the plus or minus sign on either end of the slider The current magnification level is shown to the left of the slider Changing data options You can change the way data is shown in your report to present it more clearly For example you can sort the data differently hide certain columns in the report add page breaks to the report or filter the data to display only a subset of the records
7. accounts P i Table Contacts Delete Table Alias contacts Join to incidents Join condition incidents c_id contacts c_id Join Type Outer Inner Figure 157 Data Set Window Showing Contacts Inner Joined to Incidents 3 Click the table that is joined to the primary table In the example shown in Figure 157 the contacts table is joined to the zncidents table which is the parent in the table relationship RIGHT NOW 298 Custom Reports 4 Enter field information described in Table 86 Field Table Table 86 Data Set Window Description Description This field displays the database name of the table you have selected Delete Table Click this text to remove the table you have selected from the report If the table acts as a parent to other tables in the report the child tables will also be removed Note Columns will not be automatically removed from the report when their associated tables are deleted These will need to be manually removed before the report can be saved Alias This field displays the alias name of the table you have selected The alias allows you to add multiple instances of the same database table to the same report For example the first instance of the con tacts table could have an alias of contacts and the second instance could have an alias of contacts2 to distinguish it from the first instance Join To This field displays the table
8. i if Upgraded Service Views gt End user gt Q gF Canica a B My Reports ASe A s gt Logged in as admin 757 Records Fonline 100 y OR Chapter 2 Figure 6 Right Clicking a Report in the List Styles explorer 27 Specific procedures on using the Reports explorer are available throughout this manual e For information about using reports changing report displays and distributing reports refer to Chapter 3 Report Management on page 67 e For information about creating reports refer to Chapter 5 Custom Reports on page 175 e For information about creating dashboards refer to Chapter 6 Dashboards on page 359 Styles explorer Report styles allow you to quickly apply custom display settings to your reports without edit ing the underlying report Styles can also help staff members use the same display settings for their reports so that all reports generated by your staff share the same appearance For infor mation about applying a style to a report refer to Changing report displays with styles on page 129 RightNow contains a number of default styles which may be all you need However you can easily create and edit styles to define the specific fonts colors borders and margins which are most appropriate for your target audience You can then apply your custom styles to reports just as you would the default styles You can edit style options for various components used in reports
9. Creating data exceptions on page 284 for procedures on adding data exceptions RIGHT NOW 128 Report Management To add an alert to a schedule 1 Open the New Schedule window as described in To schedule a report on page 122 2 Type the email addresses to send the alert to separated by semicolons Or Click the To button to open the Select Names window where you can add staff members groups and distribution lists to the alert Refer to Figure 30 on page 112 for information about this window Important A report schedule needs to be created in order to add an alert If the report should be sent as a regular scheduled report and as an alert you will add recipi ents to both the schedule s To field and the alert s To field However if the pur pose of the schedule is only to send an alert do not add recipients in the schedule s To field 3 Click Add Alert to open the Add Alert window Add Alert Name Exception Due in 30 minues Rule Fire when exception met 1 gt time Figure 66 Add Alert Window 4 Enter field information described in Table 34 Table 34 Add Alert Window Description Field Description Name Type a name for the alert Exception Click this drop down menu to select the data exception that will be used to trigger the alert The options that are listed in the menu are those that have been added to the report Rule Enter the number of consecutive times
10. Records Click this button to select the record commands buttons to display on the report s ribbon s Home tab Refer to Customizing record commands on page 347 Scheduling Click this button to schedule the report to be sent to other individ uals Refer to Scheduling reports on page 121 Note This button appears only when scheduled reports are enabled For information about enabling scheduled reports con tact your RightNow account manager Permissions Click this button to define which profiles should have access to run and edit the report Refer to Specifying permissions on page 354 Audit Log Click this button to open the audit log for the report which shows you when the report was created edited run and published and which staff members performed these actions For information about the audit log refer to Viewing the audit log on page 353 RIGHT NOW 186 Custom Reports Group Button Inline Editing Table 42 Home Tab Description Continued Description Click this button to select options for inline editing which allows staff members to edit data directly from a report Refer to Enabling inline editing on page 351 Note This button does not display if the staff member s profile lacks inline editing permission Refer to the RzghtNow Administrator Manual for information about profile options Analyze The buttons in this group let you sort the d
11. Syndicated widget A customer portal widget that can access the RightNow database from any external web page The code used to place the syn dicated widget on a web page is available in the tag gallery See also Tag gallery Table instance A component of a data set that specifies the database tables that data can be selected from and how database tables are joined in a report or segment Tag gallery A reference site that provides infor mation about the tags that can be used for creating pages and templates for the RightNow Customer Portal The tag gallery is a dynamic self document ing file that is when a widget is edited the tag gal lery immediately reflects those changes and displays a preview of the changes in the gallery Target A specific group of customers sharing common characteristics to whom a promotion is presented A customer may belong to more than one target Target rule A type of business rule that has the sole purpose of creating a target consisting of con tacts who meet the conditions established by the rule Task An action ot activity scheduled to be com pleted within a specified time Tasks can be standa lone or they can be associated with answers campaigns contacts documents incidents mail ings opportunities organizations surveys and stages in a sales strategy Task custom field A field for gathering and dis playing additional information about tasks Task custom fields app
12. Table 13 Format Tab Buttons Description Button Description Border Click this button to select a border style for the selected section The available options are e None e Thin e Medium e Thick e Dashed To select a color for the border select Border Color from the menu to open the color menu Refer to Choosing colors on page 63 for information about selecting colors from the menu Shadow Click this button to select a shadow style for the selected section s border The available options are e None e Thin e Medium e Thick To select a color for the shadow select Shadow Color from the menu to open the color menu Refer to Choosing colors on page 63 for information about selecting colors from the menu Background Click the arrow on this button to open the color menu where you can select a background color for the selected section of the chart Refer to Choosing colors on page 63 for information about selecting colors from the menu Transparency Click this button to enter a percentage to define how intense the background color is for the chart s grid area A setting of 100 is completely transparent which prevents the fill colors from display ing A setting of 0 has no transparency resulting in intense back ground colors The selected percentage is immediately reflected on the sample chart so you can easily scroll through the transparency percentages to find a value that best suits your needs RIGHT
13. To create a copy of a report from another RightNow interface by importing a report defi nition click Import Existing Report Definition Refer to the next section for information about importing reports Importing report definitions If you have multiple RightNow interfaces you can use report definitions saved in XML files to create reports on other interfaces This allows you to create duplicates of complex custom reports from other interfaces without manually re creating the reports This section explains how to import report definitions from XML files created from another RightNow interface For information about exporting report definitions refer to Exporting report definitions on page 74 To import a report definition 1 Click the New Report button to select the report layout as shown in Figure 98 2 Click Import Existing Report Definition and select the XML file containing the report definition Choose a report definition for import My Recent Documents My Documents 9 My Computer 2 My Network Figure 99 Selecting the Report Definition File Chapter 5 O Exported Reports test 100001 xml File name Files of type xml xml Selecting a view 179 3 Select the XML file you want and click the Open button Note When you import a report definition to create a report you will be shown any items from the imported report definition that
14. To select a color shown on the window select it and click the OK button to apply the change to the object 3 To define a custom color from the window click the Define Custom Colors button The window expands to show custom color options RIGHT NOW 64 Analytics Explorers Chapter 2 x Basic colors iz mil g mi ii 4 5 A he E E EENEN NE N EE See eee EEE Ee eee EEE EH Custom colors ieee ep ee n oT E ToC epee A Sat 240 Green 153 Define Custom Color ColorlSolid Lum 120 Blue 0 Figure 33 Defining a Custom Color Click anywhere in the color palette or type the HSL hue saturation lumination or RGB ted green blue components in the appropriate text boxes to define your custom color The HSL color model defines the hue saturation and lumination of the color gt Hue The hue is the pigment of the color and has a value between 0 to 359 degrees gt Saturation The saturation is measured as a percent from 0 to 100 and specifies the vividness of a color gt Lumination Lumination is the amount of white in the color and is a value from 0 to 100 percent e The RGB color model defines the amount of red green and blue light the color con tains RGB values can be between 0 and 255 For example when all components are set to 255 the color is white and when all are set to 0 the color is black b Click the Add to Custom Colors butto
15. e Opt In 23 If the value in the transaction s attribute 2 field is 1 this is the ID number of the custom field e Disabled 26 This indicates if the survey is disabled 0 Active 1 Disabled e Advanced Mode 27 This indicates if the survey is in Advanced mode 0 Not in Advanced mode 1 In Advanced mode e Mailing Error 28 This is the code associated with the mailing error For a descriptions of the error codes refer to the error details error_code field in the Mailing Messages mailing_formats table in the data dictionary You can access the data dictionary from the RightNow Console at Com mon Configuration gt Database Administration gt Data Dic tionary e Audience Counted 30 This is the audience count the last time it was counted e CAN SPAM Compliance 31 This is a bit mask that indi cates the results of CAN SPAM compliance testing e Quote Forecasted 32 This indicates if the quote was forecasted 0 Not forecasted 1 Forecasted e Quote Price Schedule Changed 33 This is the schedule for the associated price schedule Continued on the next page 431 Table 117 Attribute and Description Fields Continued Field Description Attribute 1 id1 cont e Quote Template Changed 34 This is the action that was performed on the template 1 Add 2 Update 3 Delete Invalid Email Flag Changed 35 This indicates if the pri mary email address was set to Invalid O Not set to Inv
16. lo save an item 1 After editing the item select the appropriate save option on the ribbon s Home tab a Select Save to save changes to the item without closing it b Select Save As to save a new item or to save a copy of the item you are editing with a different name c Select Save and Close to save changes to the item and close it This option is faster than saving a change and then manually closing the window Note Options for saving a custom report are accessed by clicking the arrow on the Save button on the report design center s Quick Access toolbar When you select Save As or attempt to save a new item for the first time the Save As win dow will open where you name the item An example of saving a new style in the Save As window is displayed in Figure 4 ft Save As C x i r Styles fem Custom Folder Folder Styles Custom Folder Name Figure 4 Saving a New Style in the Save As Window 2 To store the new item in a custom folder navigate to the folder Note Custom files cannot be stored in the Reports explorer s or Images exploret s standard folders Chapter 2 Reports explorer 25 3 Type a name for the new item in the Name field 4 Click the OK button to save the item Reports explorer The Reports explorer provides you with one location to view and organize reports and edit and create custom reports and dashboards The content created in the
17. nanoce 1 sim 2100008 i 10 Gos HOS 2 240 Owe OLO 2 200 Gop 09 01 2008 2 2 00 Total 6 Teral Total 6 Record Count Bnei Counts 4 Ocean Progressive Sapphire Title Title Tite O O OOOO nea a Sub Title P Oae cam orny CS om eww 12 10 7008 i suo mpi 12 10 2009 1 100 x 7 ape 2 200 Gapi 0A012098 2 200 Grap 12 10 2008 r g ep 12107008 10 lt sap om oa 2009 2 200 Gow _ Osoro 2 200 Total Teid totai 6 Record Cani a Record Comet amp Decori Count 4 Slate Subdued Traditional Title Title Title Sub Title Sub Title Sub Title Group Oste Coumt Currency Grou Oste Comt Currey Seat arene a COR ee ACT TY Se i aT Copi 0017008 200 n a ree nee RELI 2 Comp 10 2008 199 ao x aos pu ag otaes 2 _ 288 Gow 00172008 2 Tota Tota t Tota Record Court 4 Record Cout 4 Record Domn Traditional No Legend Traditional With Heading Title Title Sub Title Sub Title Group Date Count Currency Group Date Com Gurrenxy Gopi 12 30 2008 i 100 Gopi 12 02009 i 10 oot 01 2003 20 r mpap 200 o2 qy2008 1 i 300 op 1 2008 20 p 201 total 6 total meme 3 Record Count 4 Apply style to all report levels Figure 211 Auto Format Window 3 To prevent the style from being applied to all levels in the reports shown on the dash board clear the Apply Style to All Report Levels check box 4 Click the style you want to apply to the dashboard The report style you choose will be automatically applied to all the repo
18. 6 Save the change to the server if this is not done by default when changes are made to a record with inline editing Refer to Saving changes to the server on page 164 Editing values in multiple rows Chapter 3 If your report includes numerous rows with the same value that you want to edit you can select the rows and change the value using the Edit Selection feature You can also use slicing to group the records by the field you want to edit and then drag the records you want to change to the correct slice group Editing values in multiple rows 163 To edit values using Edit Selection 1 Press Ctrl while selecting each record 2 Click the Home tab 3 Click the Edit Selection button A menu displays the fields that can be edited in the rows as shown in Figure 91 r incidents RightNow CRM m xX E Home Display Page Setup C x Ds 3 E Fei Sree X SRollups zr Default Settings v Open New a Save Subject Refresh Reset Auto Ha Export ia i Assigned Account i Filter Hy Slice Es i Renan Record Data Set Analyze Report incidents 4b Reference Subject Assigned Account Contact ID _ 051001 000006 How do I access my voicemail outside o Barbara Runge 244825 051001 000017 How do I change my ringtone Barbara Runge 244825 051002 000000 Prepay plan how do I switch Ray Kizer 1077240259 051002 000006 Do you have a plan with unlimited minu Chad Hubbel 1077154017 051003 000020
19. 68 100 0 156 0 0 326 100 0 323 99 1 719 0 0 361 100 0 340 94 2 981 0 0 316 100 0 307 97 2 760 0 0 166 100 0 159 95 8 425 0 0 321 100 0 305 95 0 854 2008 46 343 0 0 343 100 0 337 98 3 694 2008 47 275 0 0 275 100 0 270 98 2 667 l an7 ennalag 100 nn ow 100 inn NM o 109 a7 Nn oF 4 LSB ODaeBla p Ly Copy Cell To Clipboard al ZUUBT43 2008 44 2008 45 321 J7O mpoaoaoaqaqa a a D P sb Minimized report 4 Created Loggedin as admin 16 188 Records Ronline 100 y ud Figure 215 Sample Dashboard Dashboard ribbon When you open a dashboard the dashboard s ribbon will include Home and Page Setup tabs You can use the options on these tabs to print the dashboard and adjust the dashboard s dis play and output When you select an individual report on the dashboard the ribbon is updated to include additional tabs containing options you can use to modify the selected report These tabs are described in this section Note When viewing a published dashboard or a dashboard that is run after being queued some options on the ribbon will not be available RIGHT NOW 400 Dashboards Dashboard tabs The buttons available on the Home and Page Setup dashboard tabs let you open the Search window refresh the display select display options forward the dashboard configure print options and perform other actions that impact th
20. A feature that tracks a cus tomer s current session history that is the pages on the customer portal that the customer clicked before submitting a question Sharing The process of sharing contacts tasks ot both between Microsoft Outlook and Right Now All sharing functions are initiated from Out look Sibling answer Related answers that share the same product or category These related answers may also contain the same file attachments 461 SLA service level agreement A contract that is applied to contacts and organizations specifying the level and type of customer service they are eli gible to receive Generic SLAs are created by administrators and SLA instances are applied to specific customers either automatically through business rules or manually by staff members SLA instances are called service contracts on the cus tomer portal and can be accessed from the My Stuff page See also Default response requirements SLA instance A customer s individual copy of an SLA An SLA is a generic contract that has not been applied to a specific customer an SLA instance is a copy of the generic SLA applied to a specific customer Slicing A method of grouping tabular report data by a common element When slicing a com mon value in a field can be chosen and only those rows that have that value will be returned in the report Other slice groups can be selected from links or a tree element Smart Merge A
21. Chapter 3 Report Management The following incident performance intervals are available for use in reports Create to Initial Response Measutes the interval between the creation of the inci dent and the first incident response being sent from an agent Status Change to Response Measutes the interval between an incident s status type being changed from Waiting or Solved and being set to Unresolved Assign to Response Measures the interval between an incident being assigned to an agent and the first response following the assignment Create to Final Resolved Measutres the interval between the creation of the incident and the last time the incident was set to the Solved status type Last Assigned to Final Resolve Measures the interval between the last time the incident was assigned and the last time the incident was set to the Solved status type Create to Initial Assigned Measures the interval between the creation of the inci dent and the first time the incident was assigned to an agent Create to Initial Resolved Measutres the interval between the creation of the inci dent and the first time the incident was set to a Solved status type Assigned to Reassigned Measutes the interval between the incident being assigned to an agent and the incident being assigned to a different agent or to no agent Status Change to Reassigned Measutres the interval between the incident being changed from a Waiting or Solved status
22. Field Description Left Select the number of pixels between the section contents and the left side of the section Right Select the number of pixels between the section contents and the right side of the section Top Select the number of pixels between the section contents and the top of the section Bottom Select the number of pixels between the section contents and the bottom of the section Spacing Select the number of pixels between the section contents 4 Click the Fill tab to modify the background fill colors for the selected section When edit ing styles for report sections that do not have margins the Fill tab will be active when you edit the style Chapter 5 Editing section styles 221 Edit Report Header Style Borders Top Color CI NoFill Preview Gradient Mode Top to Bottom v Bottom Color Transparency 50 gt Figure 115 Fill Tab on the Edit Style Window 5 Enter field information described in Table 58 Table 58 Fill Tab Description Field Description Color Top Color Left The text description for this option will vary depending on the gra Color dient mode you select Click this box to select a primary color as the background For procedures on selecting a color refer to Choosing colors on page 63 No Fill Select this check box to clear any fill colors previously selected If this box is selected the other options on the Fill window will be disabl
23. Primary Scale Top Select this option to place the primary scale at the top of the chart If the secondary scale is also shown it will be placed on the top of the chart Note This option is enabled only for chart types that display data hor izontally Primary Scale Bottom Select this option to place the primary scale at the bottom of the chart If the secondary scale is also shown it will be placed on the bottom of the chart This is the primary scale s default display position Note This option is enabled only for chart types that display data hor izontally Use Logarithmic Scale Select this check box to use a logarithmic scale based on your report data RIGHT NOW 46 Analytics Explorers 10 To configure category and value grid lines shown on the chart click the Category Grid Lines or Value Grid Lines button on the Layout tab Table 11 describes the options you can configure from these buttons Table 11 Category Grid Lines and Value Grid Lines Buttons Description Option Scale Description The options in this section let you choose whether to use auto matic or manual offsets for the major and minor grid lines shown on the chart The offsets determine the spacing between the grid lines Automatic Select this option if you want RightNow to automatically deter mine the offsets between the major and minor erid lines shown on the chart Manual Select this option to manually spec
24. Qu N 2 F 2 d9 N 2 FL F cane at aseo dr N a i di N72 72N When you add a report moving average column to a report the calculation will automatically use three data points However the number of data points can be changed using the proce dure described in the following section Report moving total A report moving total column outputs a running total of the values in the specified column The totals are calculated for the current row and a number of preceding rows determined by the number of data points you select By default the report moving total calculation uses RIGHT NOW 244 Chapter 5 Custom Reports three data points For example if you had a column with four rows with values of 10 20 30 and 40 respectively and used three data points the corresponding values in the report mov ing total column would be NULL NULL 60 and 90 Specifying data points for moving calculation columns The report moving average and report moving total computed fields use data points in their calculations The method to select the number of data points to use is identical for either computed field To change the number of data points 1 Add a report moving average or report moving total column to the output level 2 Right click the column on the design surface and select Edit Moving Calculations Options Moving Calculation Options Use data points for moving average total calculations Figure 129 Moving Calc
25. RIGHT NOW 194 Chapter 5 Custom Reports Table 46 Design Tab Column Options Description Continued Group Button Desctiption Rollup The buttons in this group let you group the information in the report by the selected column You can also change the ordering if your report has multiple rolled up columns Refer to Displaying rollup levels on page 155 Rollup Click this button to roll up the report s data by the selected col umn Click the button again to remove the rollup Move Up If your report s data is rolled up by more than one column click this button to move the selected column up one rollup level Move Down If your report s data is rolled up by more than one column click this button to move the selected column down one rollup level Options Click this button to select rollup options The available options are Display Group Counts Display Rollup Headings Display Column Headings and Repeat Column Headings Insert Column Click this button in the Computed group to add a computed col umn to the report The types of computed columns available depend on the values in the selected column You can also add computed columns from the data dictionary Refer to Computed fields on page 242 for information about computed columns Trend Options The buttons in this group let you edit trend options for the selected trend column Refer to Specifying trend value duration on pa
26. The groups and buttons on the Display tab are described in Table 22 Table 22 Display Tab Description Group Button Desctiption Views Click the arrow on this button to choose whether to view the report using the report view or layout view Refer to Selecting report or layout views on page 77 Auto Format Click this button to apply a style to a report Refer to Changing report displays with styles on page 129 Sections The check boxes in this section let you show or hide the Docked Filters Charts Exceptions Report Header and Report Footer report sections You can also use the buttons in the group to select how you want to display the data search criteria descriptions and output descriptions Data Click this button to select how you want to display the report s data You can choose to hide the data display the data in a tabular layout or display it in a record layout Selecting record or tabular layouts on page 130 Search Criteria Click this button to hide or show the report s search criteria You can show the criteria inline or on a separate tab Refer to Opening reports on page 68 for information about search criteria descrip tions RIGHT NOW 84 Chapter 3 Report Management Table 22 Display Tab Description Continued Group Button Output Descriptions Description Click this button to hide or show the reports output description You can show the
27. These suffixes can be used with database fields that trigger an automatic name lookup when used in reports id This suffix prevents RightNow from performing a name lookup and returns the ID number stored in the field For example answers assgn_acct_id id would return the account ID number of the staff member an answer is assigned to desc This suffix can be used only with name lookup fields that have a description field The suffix returns the text from the field s description rather than the field s ID number or name For exam ple zncidents prod_W 1_id desc would return the text description of the parent product an incident is associated with Name This suffix returns the name that is associated with the database field For example answers map_cat_h 1_itd name would return the name of the parent category an answer is associated with Note This suffix is rarely used since the name lookup is usually performed by default Currency field suffixes These suffixes can be used with database fields that store currency values cutr_id This suffix returns the type of currency the value was stored in rather than the currency value For example opportunities mgr_ value curr_id could return USD GBP or another currency type rate id This suffix returns the exchange rate that is used to calculate the field s currency value when returning the value in a different cur rency format For example opportuni
28. This option exports the data to a character delimited file When you select this option the Delimiter Selection window will open where you can specify the character you want to use as the delim iter You can choose Comma Space Tab Pipe Caret or a custom delimiter you select The delimited format is intended for use with tabular data only Once you select a format the Export Options window will open where you can specify the file name and location you want for the exported report whether to include the report name and whether all the reports data should be returned or only data shown on the cur rent page The HTML PDF and custom delimiter export options include additional export options The Export Options window for an HTML export is shown in Figure 62 RIGHT NOW 118 Report Management Export Options File Location ESABI a E EREA Documents My E LEa EE ALA htm Launch Application C Append date time to file name using the following format C Save the selected directory as the default directory Report Options C Add report name to output Data Set Export current page Export all data Limited to 100 000 rows HTML Options Use absolute layout The output will closely resemble the screen display However some browsers may not support printing with this layout O Use relative layout There may be some discrepancies between the output and the screen display Most browsers
29. To include the page header or page footer report sections on the printed report select the Page Header or Page Footer check boxes 3 To scale the report to your printer s default page width select the Print to Fit check box 4 Click the button to the right of the Print group name to open the Page Setup window where you can set printing options Or Select printing options from the Page Setup tab s Print group Refer to Table 23 on page 85 for option descriptions Tip If you know the specific options you want it can be faster to select them from the ribbon Opening the window gives you an overview of all the available options RIGHT NOW 110 Report Management Page Setup 2 x Paper Size z Source Auto ba M Orientation Margins inches Portrait Lett 0 5 Right 0 5 C Landscape Top 0 5 Battom 0 5 Cancel Printer Figure 58 Page Setup Window 5 Enter field information described in Table 29 Table 29 Page Setup Window Description Field Description Paper This section contains options for selecting paper size and soutce Size Click the appropriate paper size for the report from this drop down menu The available paper sizes are dependent on your selected printer Source Click the paper source from this drop down menu The available paper sources are dependent on the printer that is currently selected Orientation Select whe
30. b Click the OK button to save the trend percentage options Editing columns Chapter 5 Once you add a column to the data area you can quickly edit it to change the header defini tion sorting or position in the report Depending on the type of information the column returns you may also have options to add calculations to the column or change how the data is displayed Moving columns You can easily rearrange the columns displayed on the design surface by clicking anywhere in the column s header and dragging it to the new position in your report You can also move a column by clicking it on the design surface to select it clicking the Home tab and selecting Move Left or Move Right Changing column options To view the available edit options for a column you can right click the column on the design surface to display a list of options You can also click the column on the design surface to select it and then choose from options shown on the ribbon s Design and Format tabs The options shown in the list when you right click a column are described in Table 70 Table 70 Column Options Description Button Description Edit Definitions Select this option to open the Column Definition window shown in Figure 130 on page 253 where you can edit the column heading descriptions and expression Refer to To add an output column from the data dictionary on page 253 for information Editing columns 263 Table 70 Col
31. example the expression ltrim Cell phone returns the value Cell phone lpad str1 X str2 This function returns s r7 padded on the left with s4r2 until str7 is X characters long For example the expression lpad phone 10 returns the value phone rpad str1 X str2 This function returns s r7 padded on the right with s472 until s r7 is X characters long For example the expression rpad phone 10 returns the value phone GG rtrim str This function returns the string s r without trailing spaces For example the expression rtrim agarfield global com returns the value agarfield global com substr str start_pos length This function returns a portion of the string s r starting at the char acter defined by start_pos an integer and ending at the character defined by ength an integer If ength is not indicated it will return the remainder of the string to_char expr This function converts the numeric expr to a character string to_number str This function converts the character string s rto a numeric If the str is not numeric this function will return zero If sfris a combina tion of numbers and other characters and begins with a number this function will return only the initial numeric portion For exam ple to number 123ABC will return 123 RIGHT NOW 248 Custom Reports Table 66 Functions Description Continued Function Descript
32. first names last names and organizations names Run time selectable filters that have the same data type operator and search options such as items in a menu field can be combined You can combine multiple report filters and multiple level filters though you cannot combine report filters with level filters RIGHT NOW 322 Custom Reports To combine run time selectable filters 1 Create a run time selectable filter Refer to Creating report filters on page 313 for infor mation about creating filters 2 Create a second run time selectable filter Important This filter must have the same name as the other filter you are combining In addition the two filters must use the same operator and must be of the same data type For example you can combine two integer fields but you cannot combine an integer field with a menu field Docking variables and run time selectable filters When you open a report or output level with variables or run time selectable filters you can select the variables or filters values from one of three locations e If variables or run time filters are required the Search window will automatically open when the report is opened and you must enter values for the variables or filters e If run time filters are present but not required you can click the Search button on the report s Home tab to open the Search window Refer to Opening reports on page 68 for information e If va
33. on page 313 for information about adding filters To edit a filter select the filter you want to edit and click Edit Filter Refer to Creating report filters on page 313 for information about editing filters To delete a filter select the filter you want to remove and click Delete Filter Combining run time selectable filters 321 7 To display the filters field definitions rather than their names click Display Filter Descrip tions The Edit Logical Expression window will be updated to display the filters defini tions To display the filters names again click Display Filter Names 8 To view a text definition of the current filters logical expression click View Text Defini tion A sample text definition is shown in Figure 165 Text Definition type AND date_range AND interface AND queue AND source Figure 165 Text Definition Window 9 Click the OK button to close the Text Definition window 10 Click the OK button on the Edit Logical Expression window to save the logical expres sion Combining run time selectable filters When your report includes multiple run time selectable filters that expect the same type of search input you can combine the filters to display a single search field on the report s Search window or docked filters This lets report users enter one search value to search by two or more filters simultaneously For example you could have one search field to search by con tacts
34. s Output Descriptions section Refer to Adding output and search criteria descriptions on page 231 for information about output descriptions Group Results This check box will not be used when initially creating new output levels Refer to Result grouping on page 328 for information about this option Drill Down Settings This section defines the data and the link in the parent output level you will use to open the drill down output level Filter Click this drop down menu to select the output column or col umns to use as the filter for the new level The drill down filter determines the data set that will be displayed in the drill down level Link Click this drop down menu to select the output column that will be clicked on to open the drill down level You can also select Entire Row to open the drill down level by clicking anywhere on a row in the parent output level Display Report Level in Split Window Select this check box to open the drill down output level in a split window on the content pane This will result in the parent output level remaining visible in the other part of the content pane Window Location When you select the Display Report Level in Split Window check box you can then select the position where the split window should open Click this drop down menu to select Top Bottom Left or Right Custom Script This section allows you to create edit and remove cust
35. tomers and who may also maintain contact and organization records Agent mode The availability status of an agent using CTI in RightNow Agent modes are deter mined by the phone switch The default modes can be edited and renamed and custom CTI agent modes can be added See CTI Agent scripting A feature that helps guide staff members in entering information into records on workspaces See Script Aging An automatic process that reduces an answet s solved count as the frequency with which the answer is viewed by customers declines As the solved count is lowered the answer will move down the list of answers and be less visible to cus tomers Alias A word that represents another word or phrase Aliases and the words or phrases they rep resent can be added to the synonym list to enhance customer searching See Wordlist file Anchor A node on an action or decision in a campaign used to create a path Actions and deci sions have anchors for incoming and outgoing paths Anchor also refers to a destination for hyperlinks placed at locations within documents for use in mailings and questionnaires for surveys and in answers when linking to another answer Announcements box A white board or memo box on the Support Home and My Overview pages for displaying information to customers such as upcoming product releases or marketing information Announcement boxes can be enabled or disabled and the text can be cus
36. 100 Gapi 12 90 2008 3 00 yopi 1 2003 2 t200 ra nps 2 FOD 02008 i 1 00 300 FOB 1 18 2 t20 Pi x Tota Total Recced Count 4 Record Court 4 Apply style to all report levels Figure 67 Auto Format Window 4 To prevent the style from being applied to other levels in the report clear the Apply Style to All Report Levels check box 5 Click the style you want to use The report will be updated to use the style you select Selecting record or tabular layouts Reports can be displayed using a record or tabular layout Most reports use tabular layouts with column headers across the top of the report and data listed in rows beneath the column headers However you can reformat the report to remove the column headers and instead display the field names inline with the field s values from each record returned in the report Changing the report s display to use the record layout allows you to quickly do this without editing the report Figure 68 shows the Incident Activity report displayed with the record lay out Note When a report total is included in a report with a record layout the total is shifted to the left of the column that it totals Chapter 3 Modifying report display options 131 Top Level gt 2007 2 Incident Activity Incident Detail Reference Subject 070401 000007 A How do I change my address Created Reference Subject Created Reference Subject Created
37. Agedatabase Utility Analytics Settings To Use this setting Batch Processing gt Miscellaneous Purging Define the number of days after which answer statistics are PURGE_DELETE_ANS_STATS removed from the database Set this value to 0 to prevent answer statistics from being removed from the database Note The default value for this setting is 0 RIGHT NOW 422 Analytics System Configuration Settings Appendix A Table 114 Agedatabase Utility Analytics Settings Continued To Define the number of days after which incident perfor mance statistics are removed from the database Set this value to 0 to prevent statistics from being removed from the database Note The default value for this setting is 0 Use this setting PURGE_DELETE_INC_ PERFORMANCE Define the number of days after which keyword search sta tistics are removed from the database Set this value to 0 to prevent statistics from being removed from the database Note The default value for this setting is 120 PURGE_DELETE_KEYWORD_ SEARCHES Define the number of days after which queue statistics are removed from the database Set this value to 0 to prevent statistics from being removed from the database Note The default value for this setting is 120 PURGE_DELETE_QUEUE_ STATS Define the number of days after which session summary statistics are removed from the database Set this value to 0 to prevent stati
38. Begin with server URL OK Cancel Figure 146 Displaying a Column with URL Links 20 Enter field information described in Table 79 Field URL Options Table 79 URL Tab Description Description Specify how you want to define the URL in this section Display Cell Value as Link Select this check box to enable URL options for the column Use Cell Value as URL Select this radio button to use the value in the field as the URL link Select this option only if the value in the field is a valid URL Use Custom URL Select this radio button to manually specify the URL You can enter the URL you want in the text box or click Advanced URL Definition to view options to help you define the URL Advanced URL Definition Chapter 5 Click this text to display advanced URL formatting options Note When you click Advanced URL Definition the text will change to Simple URL Definition Click this text to hide the Advanced URL Definition options Editing columns 279 Table 79 URL Tab Description Continued Field Description Report Column Selection You can add variables and variable values to the custom URL in this section Type the variable you want to add to the URL in the text field and then select the column to use to populate the vart able s values from the drop down menu Append Session ID Select this check box to append the session ID number to the URL Use this option when the URL links
39. By default the new output level will display the same report sections shown on the parent level such as the charts and data area sections though you can select dif ferent sections to display on the new level from the ribbon You can add content such as text fields charts and columns to the new output level just as you did in the primary output level To create an additional output level 1 Select the parent level you want to add the new output level to from the Level drop down menu at the top of the design surface 2 Click the Level tab 3 Click the Add Drilldown button to open the Level Settings window with drill down options Level Settings Ed Define level options for group order drill downs hierarchy columns and custom scripts General Settings Name New Report Level Description L Group Results Change Group Order Drilldown Settings Filter incidents status_id Link count incidents i_id C Display Report Level in Split Window in Custom Scripts Custom Script Add Figure 173 Creating a Drill Down Level RIGHT NOW 332 Custom Reports 4 Enter field information described in Table 92 Table 92 Level Settings Window Description Field Description Name Type the name of the new level in this text box Description To add an optional description for the output level type the description you want in this text box The description will display in the level
40. Custom Reports 6 Click the OK button to save your changes Adding record command links When you add record command links they are displayed in a column that is automatically added to your report You can select the links you want to display though the links record commands must be enabled for the report on the Customize Record Commands window dis played in Figure 184 on page 348 Not all the record commands you specify for the report are available as links Tip When using the report you can hide or display links that are enabled for the report from the Links button on the report s Display tab To add record command links to a report 1 If your report has more than one output level click the Level drop down menu on the design surface and select the level you want to add links to 2 Click the Display tab 3 Click the Links button and select the link you want to add to the report When you add the first record command link to your report the Action column will be added to the report Figure 185 shows options on the Links button for an incidents report and the Action col umn where the record command links are displayed Enabling inline editing 351 Note Logged in as admin a jen ie incidents by product Design global_98_sat RightNow CRM al ba Home Display Insert Level Page Setup b gt x A DockedFilters F penortHeader Data v T Ls Page report F
41. If you do not want to manually place charts in your report you can easily add one or more charts with chart table layouts When you use a layout charts are automatically added to your report and are given the most optimal placement In addition the charts will be automatically sized in your report For information about automatic placement and sizing of charts refer to Modifying chart placement and sizing on page 312 To add charts using chart layouts 1 Ifthe Charts report section is not displayed on the report level click the Display tab and select the Charts check box 2 Click the Charts report section on the design surface to select it 3 Click the Automatic button on the Options tab to apply automatic formatting to the report section Refer to Editing section layout properties on page 224 for a description of section layouts 4 Click the Layouts button to view chart section layouts Table Layout Add Chart 2 Charts 3 Charts 4 Charts Be hihi ac on oe a oll i Figure 159 Selecting a Chart Layout 5 Click one of the table layouts to apply it to the current output level The table layout you select will determine how many blank charts are added to your report and how they are arranged Chapter 5 Adding charts to reports 303 6 Right click a blank chart on the design surface and select Edit Chart to configure the chart with the Chart Wizard Refer to Using the
42. In this chapter e Creating dashboards Describes the components of the dashboard design center where you create dashboards Also contains procedures describing how to create dashboards add content to them and change dashboard options Refer to page 360 e Using dashboards Describes how to queue dashboards and how dashboards are displayed when they are opened Also describes how to perform searches when using dashboards Refer to page 398 RIGHT NOW 360 Dashboards Creating dashboards Dashboards are created and edited on the dashboard design center Since dashboards are sim ply groupings of reports creating a dashboard is not complicated The process involves drag ging reports to the dashboard adding optional descriptions images text and controls and configuring display options If you do not want to create a new dashboard you can copy an existing custom or standard dashboard in the Reports explorer and then edit the copy using the dashboard design center Note Customizations made to report displays in existing dashboards are not carried over when copying dashboards This can result in a copied dashboard displaying somewhat differently than the original Opening the dashboard design center Chapter 6 The dashboard design center provides all the tools you need to create and edit dashboards and lets you access optional items such as text fields and images to enhance your dashboards The dashboard design cente
43. NO VV 85 pixels x 78 pixels TECHNOLOGIES Q status blocked 16 pixels x 16 pixels gt status inprogress 16 pixels x 16 pixels status notstarted 16 pixels x 16 pixels Figure 206 Example of Images List 5 Click the image you want to add 6 Mouse over the section where you want to add the image The cursor will display the name of the image you selected when it is over a section that can accept an image 7 Click to place the image in the dashboard section you select 8 Click the Save button to save the changes to the dashboard RIGHT NOW 386 Dashboards Moving images and text fields Once you add an image or text field to a dashboard section you can move the field by drag ging it to the appropriate place in the section This may require dragging other text fields in the dashboard section to prevent the fields from overlapping If the dashboard section has a manual layout you can move the item to any location in the section you want If the dashboard section has an automatic layout you can still move the item but blue lines will display when you drag the item showing you where the item can be placed in relation to any other images or text fields in the section When you click an image or text field that has been added to a dashboard section handles will appear on the field s borders as shown in Figure 205 on page 383 To increase or decrease the size of the field click the appropriate handle and drag it
44. No Value contacts email contacts email equals Default Filter Value w No Value contacts ph_office contacts ph_office equals Default Filter Value w No Value Logical Expression contacts last_name AND contacts first_name AND contacts email AND contacts ph_office Figure 180 Assigning Filter Values Chapter 5 Creating report links 341 Once you select the report or dashboard you want to link to you select the values you want to use for the report s or dashboard s run time selectable filters The values you spec ify are applied to the linked report or dashboard when it opens Required filters are indi cated with a red asterisk and you must set a value for these filters You can also choose to define values for filters that are not required Important The filter values you specify determine the information shown in the linked report when it opens Thus you will often want to use a filter value that cor responds to the value clicked on in the parent report to display data related to the value in the parent report 6 Select the type of value you want to use for each of the linked report s or dashboard s run time selectable filters from the Use drop down menu The value types you can choose from are described in Table 93 Type Parent Column Value Table 93 Filter Value Types Description Description Select this option to use the values in the selected column on the parent repo
45. Reports explorer The dashboard design center s reports explorer lists the items that can be added to a dash board These include reports notifications sales scorecards and a web browser component These can be added to a dashboard by dragging them from the reports explorer to the dash board s design surface Note If your site is configured to use custom add in components they will be avail able on the reports explorer s Components tree Custom add ins can be dragged to dashboards and positioned just like reports For information about custom add ins contact your RightNow account manager You can hide the reports explorer to add more room to the design surface if you do not need to add reports To hide the reports explorer click the Display tab and then click the Reports Explorer button You can click the button again to show the reports explorer Note You can drag the reports explorer and reposition it on the dashboard design center of open it in a new window just as you can move the data dictionary on the report design center Refer to Moving the data dictionary on page 208 for information about repositioning the data dictionary Figure 196 shows the Dashboard design center s components and display options RIGHT NOW 372 Dashboards A Text Section x Home Display Page Setup Text Field Options A v Dashboard Header Remove Rename X Delete v Dashboard Footer Add tab after Move tab
46. Some of RightNow s standard reports return data compiled during previous time periods and you can create custom reports that use data from tables that store this cached information Reports that use cached data can query a large amount of information in a short amount of time since cached data is stored in only a few database tables Reports that use cached data are often designed to compare data from one time period to another such as comparing sales fig ures from one quarter to another Before you analyze data returned in reports it is beneficial to understand how using cached data can affect your reports The Agedatabase utility runs nightly to cache data to prepare for the following day s reporting needs Cached data will remain constant throughout the day and will not be updated until the next day after Agedatabase has compiled the information For this reason reports using cached data will not have data for the current day Understanding which reports use cached data will help you accurately interpret your reports results If you view the report definition for the report you want to run and see the report includes a data base table that stores cached data you will know the report uses cached information and may not include data from the current day Refer to Viewing report definitions on page 72 for information about report definitions RIGHT NOW 100 Report Management Queuing reports Reports whether opened
47. The default billable task is Miscellaneous and custom billable tasks can be added Block quotes A symbol or HTML tag that des ignates a section of text that is not part of the most current email reply such as previous entries in the email conversation See also Checksum and Techmail Boolean searching A knowledge base search that allows customers to connect multiple key words using amp AND and OR operators Bounced email Email that is undeliverable Email can be bounced when email accounts are not functioning properly or are full at the time the mailing is sent RightNow Marketing and Right Now Feedback track bounced emails See also Email management Broadcast mailing A mailing sent to one or more contact lists or segments Broadcast mailings can be sent at a scheduled time and used in a cam paign See also Contact list and Segment Broadcast survey A survey sent as a broadcast mailing in which the message audience and mail ing options are defined in the survey Bulkdel A utility for deleting several incidents at once Business rules A component in RightNow for defining processes to automate workflow notifica tion and escalation Business rules can automati cally route incidents opportunities and chat sessions send email and marketing messages esca late answers incidents opportunities and tasks update records assigns SLAs and create Offer Advisor targets Cached data Repor
48. Variables date_grp_param Figure 125 Editing Search Criteria Description Options 4 Clear the check boxes next to the descriptions you do not want to display 5 Click the OK button to save your changes RIGHT NOW 236 Custom Reports Managing output columns The output columns you add to a report display tabular information about your data Output columns are added to the data area of each output level Once an output column is added to the output level you can easily move the column change the column headers add notes to the column change the column s display and add calculations to tally the values shown in the column You can also create data exceptions to highlight data returned in the columns For example if you want to highlight all incidents in a report that are unresolved and overdue you could create data exceptions to display these records in bold red text Output columns can be fields from the database functions variables or computed fields All of these items can be added from the ribbon or by dragging the field from the data dictionary to the design surface The items that can be added as output columns are described in the fol lowing section Database fields Chapter 5 Most of the columns you add to reports will be fields from the database which contain the Sales Service Marketing and Feedback data you see throughout RightNow The database fields that can be used in reports a
49. You can seatch by the report s name ID number dates created or updated the report s initial run opening report without prompting for search parameters status or the refresh on edit sta tus Each column is associated with one of three data types which determine the available search options e Strings Search for strings that start with contain end with or match the value you enter in the text box e Dates Search for dates before on or after today s date You can also click the calendar to display the current month s calendar and select another day or click the arrows at the top of the calendar to change months e Integers Search for values that are less than equal to or greater than a number Search text box Type your search text in this field Case Sensitive When searching a string column select this check box if you want to match the case Show Advanced Options Click Show Advanced Options to display additional search options Note Advanced search options apply only after you have con ducted a search Search globally replace Select this radio button to remove the results from the previous results search and replace them with results from this search Search globally append Select this radio button to keep results from the previous search to results and add results to them from this search Search within results replace results Select this radio button to search the
50. and visibility Proposed One of the default answer statuses This answer status indicates that the answer has been proposed by a staff member from an inci dent Answers with a Proposed status are not visi ble to customers See Answer status Provide Feedback A link on the Support Home page that customers can click to submit feedback about an organization s web site customer service ot product satisfaction Public One of the default answer statuses and status types Answers marked Public may be visible to customers depending on their access level and language See Answer status and Answer status type 455 Public key Public information that may be attached to email messages to allow those who reply to the message to encrypt their response The public key also verifies that the digital signature was created with the associated private key thereby ensuring the integrity and authenticity of the message Public keys are often referred to as public certificates although certificates hold addi tional information besides the public key Publish report A method of preserving a report s graphical and tabular output as a snapshot Once a report is published it cannot be modified and the report data will remain unchanged even as the knowledge base is updated Pull policy The method for determining which queues agents can retrieve incidents or receive chat requests from and in what order Pull policies include St
51. assigned to that profile permission to edit the report You can select multiple profiles 4 Click the OK button to save the permissions Changing report properties Report options allow you to select the time zone that should be used for the report change the report s owner and modify settings that impact how the report functions when it is opened for viewing You can also configure automatic refresh of the data shown in the report add notes to the report and change the image displayed for the report in lists To change report properties 1 Click the Home tab 2 Click the Options button and select More Options to open the Edit Settings window RIGHT NOW 356 Custom Reports Edit Settings Time Zone Same as Interface v v Owner Administrator C Open report without prompting for search parameters C Refresh report when data shown is changed due to an action initiated from this report C Open editor when report contains only one row quick search reports only C Cache the drilldown levels Return to previous level when current level no longer has data Automatically refresh report at a regular interval C Auto Refresh options visible at run time C Auto Refresh enabled by default Interval 300 Seconds Image jul Change image used in report lists Data Source Report Database Operational Database Notes Figure 189 Edit Settings Window 3 Enter field information described i
52. but the links will be unavailable if the reports are used in workspace relationship items Refer to the RightNow Administrator Manual for information about using reports in workspaces e Just as with drill down links to other report levels report links are unavailable when a report is forwarded exported published or sent as a scheduled report Refer to Dis tributing reports on page 106 for information about these options e Report links will be unavailable when the columns they are in are rolled up Refer to Displaying rollup levels on page 155 for information about rollups e While you can create links to dashboards you cannot link to a dashboard from a report that is being viewed in a dashboard Links to dashboards will be unavailable when the reports they are in are viewed in a dashboard e You can create links to public or private reports and dashboards Staff members with permission to view the parent report will be able to view any reports or dashboards linked to from the parent report whether they are public or private Thus you should be familiar with the content of the report or dashboard you are linking so staff mem bers are not able to access sensitive information Creating report links 339 e You cannot create report links from columns that display values from hierarchical fields such as the zncidents product hierarchy field In addition columns can be associated with a report link or with a drill down level
53. dashboards do not have data exceptions associated with them To open a dashboard s Schedules window select the Scheduling button on the Properties tab Refer to Scheduling reports on page 121 for information about adding schedules Changing dashboard properties 391 Specifying permissions A dashboatd s permissions specify the profiles whose staff accounts can open or edit the dashboard You can select Open and Edit permissions for each profile defined in your sys tem Note Permissions applied to a private dashboard will take effect only when the dash board is made public To specity dashboard permissions 1 Click the Home tab 2 Click the Permissions button j Permissions C x Set Open and Edit permissions for each profile Profiles with Analytics Administer permissions automatically have Open and Edit permissions Profile Name Open Edit Administrator A d Marketing Manager O E Marketing Professional O E Sales Manager IV F Sales Rep O O Service Manager IV Vv Service Rep M E Figure 208 Permissions Window 3 Enter field information described in Table 107 Table 107 Permissions Window Description Field Description Open Select this check box next to a profile to allow staff members assigned to that profile permission to open the dashboard You can select multiple profiles Edit Select this check box next to a profile to allow staff members assigned to that profile permission to edit the
54. field 5 Click the OK button to save the exported report Note If you selected the Launch Application check box the application on your work station that is associated with the specified type will open Scheduling reports You can schedule reports to be sent by email to yourself other staff members email addresses or distribution lists You can also create a schedule to automatically publish a report When you define a schedule you can select the specific times when the report should be sent including the time of day the days of the week the days of the month and the months of the year You can also create alerts to send the report any time that certain criteria in data exceptions are met Note Scheduled reports are available only when the option is enabled For informa tion about enabling scheduled reports contact your RightNow account man ager RIGHT NOW 122 Report Management To schedule a report 1 Right click the report you want to schedule and select Edit When creating a schedule for a standard report the Scheduling window will be shown on the left side of the content pane The window displays information about any schedules for the report that have been created a To schedule a custom report click the Home tab and then click the Scheduling button to open the Schedules window Schedules x Create subscriptions for this report to send a generated report to yourself or other staff memb
55. or any combination of these options Report section A section of an output level that contains a component of the report s output such as a title chart or tabular data Reportgen A scheduled utility that sends out scheduled reports See Report schedule and Scheduled report Re queuing The action of moving an incident from an agent s inbox into a queue Resolution time The maximum allowable time in minutes set by a service organization for resolving incidents See also Default response requirements Response interval Defines when a service orga nization makes itself available to respond to and solve incidents on a daily basis in RightNow Ser vice Days and hours can be specified See also Default response requirements Response requirements The maximum time allowed in minutes in RightNow Service for inci dent response and resolution associated with a par ticular SLA See also Default response requirements and SLA Response time The maximum allowable time in minutes set by a service organization for ini tially responding to new incidents See also Default response requirements 457 Result grouping A feature in a report definition for selecting fields to group data by Result group ing provides a more organized view of a report Multiple levels can be defined for result grouping the more levels used the finer the detail will be Review One of the default answer statuses This stat
56. overview 207 design surface 206 displaying report sections 218 importing report definitions 178 opening 176 output levels 210 overview 176 parameters 214 report sections 210 ribbon Design 192 Display 187 Format 201 Home 184 Insert 188 Layout 201 Level 189 Options 204 overview 182 see also reports report filters 313 report footers 212 report headers 211 report layouts 216 Report Layouts menu layout descriptions 217 report levels see output levels report linking assigning filter values 341 creating links 339 deleting links 346 editing links 346 linked report display options 343 ordering conditional links 345 RIGHT NOW 476 report linking continued ovetview 337 Report Linking Wizard 340 report magnification 139 report moving average 243 report moving total 243 report parameters descriptions 214 report percentage of average 244 report percentage of total 245 report queueing 100 report queuing see a so queueing report running average 245 report running total 245 report sections adding search criteria descriptions 233 layouts 224 overview 210 table layout 224 Report Sections Tab window 398 report styles see styles reports charts adding to reports 299 see also charts creating a sample report 167 cross tabs 152 data exceptions creating 284 ordering 289 data set view 179 design view 179 display and data settings restoring 160 saving 160 display options 131 distributing display modifications made t
57. replace results Search globally append to results g Return non matching items 02701 2007 12 00 AM 02 01 2007 12 00 AM _J Accounts by Profile Permission 02 01 2007 12 00AM 02 01 2007 12 00 AM _ Disabled Accounts L Logged In Staff Accounts 02 01 2007 12 00 4M 02 01 2007 12 00 AM 02 01 2007 12 00 AM 02 01 2007 12 00 AM online 100 Figure 2 Report Search Results 6 To replace the search results with the original reports list click the Refresh button on the ribbon bon To remove the Find menu and display the folders list click the Folders button on the rib RIGHT NOW 22 Analytics Explorers Copying and saving in explorers The method of copying and saving reports and other items in the Analytics explorers is the same no matter what type of explorer you are using This section explains these processes when working in the Analytics explorers Creating custom folders You can create custom folders in any explorer where you can store new or copied reports styles chart styles color schemes images and text fields You can also rename custom folders and files To create a custom folder 1 Right click the parent folder you want to add the custom folder to Note Not all standard folders will accept custom folders 2 Select New Folder 3 Type a name for the folder 4 Click outside the folder name or press Enter to save the name To rename a custom folder 1 Right click the
58. sections 210 output variables data grouping 94 P page breaks adding 146 page footers dashboards 370 reports 212 page headers dashboards 369 reports 211 Page Options Tab window field descriptions 132 Page Setup window field descriptions 110 PDF export format 117 permissions dashboards 391 reports 354 Permissions window field descriptions 355 PHP scripting 335 pivot tables 152 Preview Text Field window 61 previewing print preview 108 previewing reports 179 print preview 107 Print Preview window field descriptions 108 printing reports 109 Publish As window 115 publishing reports 114 Q Queue Report window 101 queuing dashboards 403 reports opening queued reports 104 overview 100 queue statuses 103 queueing automatically 102 queueing manually 100 reasons for queueing failure 103 ribbon options on queued reports 105 viewing in queue 103 when using report databases 105 R recotd command links 350 record layout 130 recotd limits 290 recursive drill down 333 refresh reports in dashboards 386 refreshing reports refresh options 356 relative date ranges 93 Renaming Dashboard Tabs window 378 475 replication databases see report databases report caching 99 report calculations 282 report databases 105 report definition 72 Report Definition window 73 report definitions exporting 74 importing 178 report design center customizing chart style options 312 data dictionary customizing 207 moving 208
59. such as text fields column headers exceptions descriptions or entire report sections The style options will vary depend ing on the type of component you are editing For example the options for a text component will include a Font tab whereas the options for a non text component will not since font set tings do not apply Refer to Chapter 5 Custom Reports on page 175 for descriptions of the vatious components that can be added to reports Using the style editor The style editor displays examples of the various report components that you can create cus tom styles for This helps you easily identify the component you want to modify You can also select the component you want to modify from a list if you know its name To select a component from the style editor 1 Click the Analytics button on the navigation pane 2 Double click Styles Explorer The Styles explorer will open displaying the current styles RIGHT NOW 28 Analytics Explorers 3 To create a style click the New button Or To edit an existing custom style right click the style and select Edit The style editor opens CS New Style RightNow CRM A ae Home E n Y nE poa w manoma 22 Gradient ans La E 7 aa ae Or None iis Save Save Savean I e E i ransparency Margin As Close u A E PX oS X ____ Commands _ Font E Fill faji Border fa Margin Styles Explorer New Style 4p x Zz K To e
60. that does not meet the specified exception criteria This will display at the bottom of the report in the Data Exceptions report section Graphical Display The options in this group let you configure the graphical display for the selected data exception Refer to Creating data exceptions on page 284 for information about data exception options Show Notifications Click this button to show the selected exception in charts shown on the same report output level as the data exception RIGHT NOW 198 Chapter 5 Custom Reports Table 48 Design Tab Data Exception Options Description Continued Group Button Show Criteria Description Select this check box to display the exception criteria in the chart For example if the data exception marks opportunities that are still active the criteria would display opportunities status_id Active Meeting Criteria Select this check box to show the percentage of data that meets the specified exception criteria on the chart Not Meeting Criteria Select this check box to show the percentage of data that does not meet the specified exception criteria on the chart Color Click this button to select a color to use for the indicator on the chart that shows the amount of data meeting the exception criteria The groups and buttons available on the Design tab when editing a chart are described in Table 49 Table 49 Design Tab Chart Options Descript
61. tions such as the report header 4 Click the Fill tab to modify the background fill colors for the selected component Chapter 2 Current Date x Borders Top Color C NoFill Preview Gradient Mode Top to Bottom v Bottom Color Transparency sol gt Figure 9 Styles Fill Tab Selecting style options 31 5 Enter field information described in Table 3 Table 3 Fill Tab Description Field Description Color Top Color Left Click this box to select a primary color as the background The text Collot description for this option will vary depending on the Gradient Mode you select For procedures on selecting a color refer to Choosing colors on page 63 No Fill Select this check box to clear any fill colors previously selected If this check box is selected the other options on the Fill tab will be disabled except Color Selecting a color will automatically clear the No Fill check box thus enabling the other options Gradient Mode Select the positioning of the primary and secondary colors for the background from the Gradient Mode drop down menu Using gra dient coloring lets you merge two colors None Select this option to use only the primary color as the fill color If you select None the Gradient Color field is disabled Top to Bottom Select this option to merge the colors from the top of the back ground to the bottom Left to Right Select this option to merge
62. top level it will load quickly since the data you are viewing is cached on your workstation The cache will be cleared when you close the dashboard If this option is not selected the database is queried every time you view an output level to ensure the most recent data is displayed even if you have already viewed the level This default functionality can result in longer page load times than necessary when viewing reports with data that does not change frequently Note This option is also available for individual reports When using a dashboard that has this option enabled the dashboard s setting will override the settings in the dashboard s report Undock docked filters Select this check box to not dock filters on the dashboard that are docked in the dashboard s reports If this check box is not selected and a report on the dashboard includes docked filters the filters will be displayed in the dashboard s Search window and will be docked above the reports in the dashboard RIGHT NOW 390 Dashboards Chapter 6 Table 106 Edit Settings Window Description Continued Field Automatically refresh dashboard at a regular interval Description Options in this section let you configure automatic refresh of the data shown in the dashboard s reports to ensure the most recent data is displayed Auto refresh options visible at run time Select this check box to add an arrow on the Home tab s Refresh b
63. 08 PM pa T Relative l Relative Contacts Email Address contacts last_name m mm MV Per Page Reset Cancel Figure 217 Entering Search Parameters for a Queued Dashboard 2 Enter the search parameters you want to use For information about selecting search p y g parameters refer to Searching dashboard reports on page 406 3 Click the Queue button A window displays an approximation of when the dashboard will be available to view Queue Report i The estimated wait time until delivery is 1m Os You will receive a notification when the report is ready You can access the report by running the standard report My Queued Reports Figure 218 Estimated Delivery Time for a Queued Dashboard 4 Click the OK button to close the window Automatic queuing When you attempt to open a dashboard the queries that are required to run each of the dash board s reports are examined If the system determines that one or more of the reports will take too long to process the Unable to Process Dashboard message displays Displaying and hiding reports in a dashboard 405 Unable to Process Dashboard The dashboard requires too much processing time to complete Individual report execution times before timeout are as follows Sample 100001 17s Agent Performance Private 100232 4s Transactions 101428 39s You can reduce the amount of processing time by refining your existing search criteria and or adding new sea
64. 50 To add a comparison percentage column to a report 1 Adda comparison value column to the report as described in Adding comparison col umns to reports on page 255 2 Expand the Computed Fields tree in the data dictionary Tip You can also add comparison percentage columns by clicking the comparison column you added on the design surface clicking the Design tab clicking the arrow on the Insert Column button and selecting Comparison Change 3 Click the comparison value column you added RIGHT NOW 258 Custom Reports 4 From the right side of the data dictionary drag Comparison Percentage column name and drop it on the design surface 5 To set options for the column right click the column on the design surface and select Edit Comparison Percentage Options Tip You can also adjust options by selecting the column and using the buttons on the Design tab s Change group Comparison Percentage Options Comparison Direction Comparison Data to Report Data Report Data to Comparison Data Icon C Display Change Icon click icon to change color Figure 133 Comparison Percentage Options Window a Enter field information described in Table 68 Table 68 Comparison Percentage Options Window Description Field Description Comparison Direction Select whether the comparison column or the compared column is used as the initial column to derive the comparison percentage Comparison Data to Selec
65. Can I get more information on the Mun Rhonda Moreira 1077240676 051003 000042 How do I block a number Barbara Runge 244901 051003 000048 How do I download games Kathleen Olmos 1077195964 051003 000041 Where do I send my phone for warrant John Jergenson 1077214196 051003 000047 How do I block a number Barbara Runge 247970 Logged in as admin 10 000 Records Ay online 100 _y m7 Figure 91 Opening the Edit Selection Menu 4 Select the field that you want to edit Editing options specific to the field s data type will be displayed The editing options when changing an incident s status field is shown in Figure on Status Solved v Figure 92 Changing an Incidents Status Using Inline Editing 5 Enter the value you want the selected records to have 6 Click the OK button to apply the change to the selected records 7 Save the change to the server Refer to Saving changes to the server on page 164 RIGHT NOW 164 Report Management To edit multiple values using slicing 1 Slice the report to group the records by the field you want to edit displaying the slices as a tree rather than links For example if you want to reassign several incidents to a different staff account slice the report by the report s Assigned Account column Refer to Slicing report data on page 147 for information about slicing 2 Select the folder in the slice tree that contains the records you want to edi
66. Click this button to add the selected border attributes to the bot E Bottom Border tom border of the report area Click this button to add the selected border attributes to the left border of the report area l Left Border RIGHT NOW 138 Report Management Table 37 Borders Tab Description Continued Field Description Click this button to add the selected border attributes to the right border of the report area jaa Right Border Ol Click this button to add the selected border attributes to all sides of All Borders the report area a Click this button to remove the borders from all sides of the report No Borders area 4 Click the OK button to save the borders Showing and hiding report sections Reports can display a large amount of information in a number of report sections For exam ple a report s data area contains the tabular data returned by the report Other report sections include docked filters headers descriptions charts footers and data exceptions However there may be times when you do not want to display all sections in a report RightNow lets you choose what sections you see in a repott To show or hide report sections 1 Click the Display tab 2 To remove a section from the report clear its check box in the Sections tab group The available check boxes are Docked Filters Charts Exceptions Report Header and Report Footer 3 To add a section to the report select th
67. Click this button to change the dashboard s width add report title bars and select which report sections you want to display Refer to Changing dashboard display options on page 395 Auto Format Click this button to apply a style to all the reports in a dashboard This will override styles applied to the individual reports Refer to Applying a style to a dashboard on page 394 RIGHT NOW 402 Chapter 6 Dashboards Table 109 Home Tab Description Continued Group Button Dashboard Description The buttons in this group let you export the dashboard forward the dashboard in an email and save and restore default settings Note Permission to export print and forward reports must be selected in your profile for the Export and Forward buttons to dis play Refer to the RzghtNow Administrator Manual for information about editing profiles Export Click this button to export the data from the dashboard s reports to a file for use with third party applications You can export the dashboard in the following formats HTML PDF Excel XML Image and Delimited Dashboards and reports are exported using the same method and can be exported in the same formats Refer to Exporting report output on page 115 Note When a dashboard is exported in the Excel format the placement of reports on the dashboard and the reports row and column spacing are reset so the data will be displayed sequentially in
68. Col To give each row in the section s table the same amount of height select Size All Rows To size each column to best show the column s contents select Auto Size All Columns 8 To size each row to best show the row s contents select Auto Size All Rows 5 Properties window opens Edit Table Layout Properties Rows o o ows v Size Type Percentage Best Fit Value 50 To manually configure the table s layout select More Options The Edit Table Layout Size Type Absolute Percentage Best Fit Figure 117 Configuring a Report Section s Table Layout 10 Enter field information described in Table 60 Table 60 Edit Table Layout Properties Window Description Field Description Shaw Select the row column you want to configure and then click this drop down menu to select whether you are configuring rows or columns Size Type Specify how the size of the report section is determined in this sec tion Absolute Select this radio button to specify a certain size for the selected row or column in pixels RIGHT NOW 226 Custom Reports Table 60 Edit Table Layout Properties Window Description Continued Field Description Percentage Select this radio button to specify a certain percentage of the total available space in the section to allocate to the selected row or col umn Best Fit Select this radio button to have the size of the select row
69. Custom Scripts Custom Script Add Cancel Figure 171 Level Settings Window 4 Select the Group Results check box 5 Click the OK button Changing group ordering When data is grouped in a level it is automatically grouped in the order in which the columns are listed in the output level If you add a drill down level to the output level you will see that the filter options for the drill down level are listed in this order For example if an output level has columns for Reference Subject and Status Type in that order the output level s data will also be grouped in that order If you then add a drill down level and configure the level settings the options in the Filter drop down menu would be listed in the following order e incidents ref_no e incidents ref_no incidents subject e incidents ref_no incidents subject incidents status_id RIGHT NOW 330 Custom Reports Chapter 5 Group ordering does not affect the rows displayed in the grouped output level It instead affects the ordering of the drill down filters on the output level that you drill down into The order of the drill down filters in an output level impacts what records can be viewed when drilling down into the level For example a drill down level with incidents ref_no as the first group item in the drill down filter would have limited usefulness This is a unique field so multiple incidents cannot be grouped together based on this field Not
70. Dictionary or Columns from the Design Surface CurrentDate Design Surface Drop Fields from the Data Dictionary Window Page PageNumber of NumberOfPages Data Dictionary ax Data Dictionary Customize Fields E E All Tables fe Functions Data Dictionary Logged in as admin 0 Records 2 error log entries 1 new AJ online 100 WU D Figure 93 Viewing the Report Design Center Adding columns Now that the report design center is open we will add two columns to the report s first out put level displaying incident queues and the number of incidents in each queue For detailed information about adding output columns to reports and the types of columns you can add refer to Managing output columns on page 236 Chapter 4 Adding columns 169 To add output columns 1 Expand the All Tables tree on the data dictionary and then select Incidents 2 Select Queue queue_id on the right side of the data dictionary and drag it to the design surface The field is added to the report as a column and is automatically named Queue but you can right click the column to change the name and customize other options 3 On the data dictionary scroll down to the Functions tree and expand it 4 Select Aggregate Functions and then drag count expr onto the design surface The Col umn Definition window opens where you select the field you want counted Column Definition
71. Display Ta Figure 48 Format Tab The groups and buttons on the Format tab are described in Table 25 Group Button Font Table 25 Format Tab Description Description The buttons in this group let you change the font style size and color You can also select font attributes such as bold and italic and change the text s alignment In addition you can add a back ground color Margin Click this button to select the width of the margins around the selected column The available options are None Narrow Medium Wide and Custom Selecting Custom lets you specify the number of pixels for the top bottom left and right margins Border The buttons in this group let you add borders to the column and change the borders display options You can identify which bor ders you want and choose the borders color size and style Display The buttons in this group let you apply conditional formatting to the column change the column s width freeze the column and hide repeating values in the column You can also select other dis play options for the column Conditional Formatting Click this button to apply conditional formatting to the column s data Refer to Editing column format options on page 264 Width Chapter 3 Click this button to select a width for the column Select Best Fit to automatically set the width based on the amount of space needed to display the column s c
72. Fix Column Headers q m Charts Search Criteria a Bytinks Row Numbers Auto ee Fie Cross ae ca it Format Exceptions Report Footer 4 Output Descriptions Chooser Tab open ENNE Cees n Format l Sections Copy Show Hide ki incidents by product Design Delete qd b gt A Level Standard Report New Report Level Print l Add Drilldown Level Forward Propose Action Open Copy Delete Reference Reference 1 Subject Subject Subject2 Subject3 Subject4 Reference 2 Reference 3 Reference 4 Page PageNumber of NumberOfPages Data Dictionary Data Dictionary Customize Fields L Current Dataset E E All Tables E fy Functions Computed Fields 0 Records 4 error log entries 1 new RJOnline 100 y 4 Figure 185 Adding Record Command Links to a Report If the link you want to add to the report is not displayed on the Links button verify that the associated record command for the link is enabled and that the record type you want the links to apply to is selected as the default record Refer to Customizing record commands on page 347 Enabling inline editing When a report displays unique records such as incidents or opportunities the Inline Editing feature lets you edit the values in columns shown on the report without opening the records Individual values can be edited directly from the report or groups of records can be selected to edit values in m
73. For example the Agent Activity standard report displays incidents that were assigned to staff members within a certain time range The default time range is Year Month Day so a row is displayed for each day in the selected date range listing the number of incidents assigned to the agent per day However you can select from the options on the Date Grouping menu to group the data by a different time period such as week or quarter Figure 51 shows the Date Grouping menu on the Agent Activity report s Search window Search Filters Interface Agent Searching in reports and analyzing output T S elect All sat_8300_sql_74h Select All Logged In Allen Holdsworth M Dave Johnson V Jane Rogers M Susan Smith Source Date Grouping pe M Select All m M No Value i M Management amp Config E V CRM Console Year Month Day Year Month Day Hour ear Month Day 95 H A Thin Client i End User pages v Date Range 09 06 2007 12 00 4M L Relative E to os Year d Hour of Day Limit and Order d Order by AgentAsc IntervalAsc Save as Defaults Restore Defaults Per Page Figure 51 Date Grouping Output Variable When date groupings are shown in the report s output they display as the number associated with the time period Selecting Year Week for instance displays the year followed by the number of the week 2009 23 However the displa
74. Gauge Gauge charts display a numeric value as a percentage of a whole Gantt Gantt charts display time lines for completion of scheduled tasks For procedures on applying a chart style to a chart refer to Chapter 5 Custom Reports on page 175 Creating and editing chart styles You can customize chart styles using options available on the chart styles editor s ribbon Dif ferent options are enabled depending on the type of chart selected when editing the chart style A single chart style can be configured to be used with multiple chart types For example the Bar Settings button will be enabled on the ribbon s Home tab when editing a style for a vertical bar chart whereas it will not be enabled when creating a style for a pie chart In addition pie chart types do not include a scale so the Value Scale button on the Lay out tab will also be disabled Once you change the chart type you are configuring different buttons will be enabled based on the new chart type The chart subtype such as two or three dimensional and stacked or not stacked will also impact options enabled on the ribbon Tip The same ribbon options available on the chart styles editor are also available when you add a chart to a custom report This allows you to customize the dis play of an individual chart used in a report without creating or modifying a chart style RIGHT NOW 36 Analytics Explorers When creating a chart style a sample of
75. I _ 1 Loggedin as admin 4 Records online 100 ne Figure 101 Report Design Center Report design center ribbon The report design center s ribbon includes eight tabs from which you can access options to create or edit a report The tabs on the ribbon change depending on which view you use and what is selected on the design surface When editing a report using the design view you can select the Home Display Insert Level and Page Setup tabs to add filters and report levels insert charts and modify the report s display The Design Format and Options tabs are dis played when you select objects on the report giving you options to edit the selected object Chapter 5 Report design center ribbon 183 The data set view gives you similar options though the Insert tab is not available Fewer tabs are available when using the report and layout views For descriptions of the tabs available in the report and layout views refer to Ribbon options when viewing reports on page 78 Tip You can minimize the ribbon when editing a report by double clicking the active tab Click the tab to temporarily display the buttons on the tab or double click the tab again to maximize the ribbon Each tab on the ribbon has one or more groups containing buttons you can use to modify the report or items on the report Some groups have buttons to the right of their names that you can click to open a window For example the Page Setup tab shown
76. Incidents Created Incidents E Reference Subject Date 060920 000123 Enabling voicemail 09 01 2008 08 51 AM 060920 000146 Change the mailing address on my bill 09 01 2008 09 55 4M 060921 000127 Reception problems 09 02 2008 10 13 4M 060921 000196 Lost my tracking number 09 02 2008 01 41 PM 060922 000057 Why haven t I received my bill 09 03 2008 07 04 4M 060922 000189 What is included in my bill 09 03 2008 12 30 PM 060922 000206 How do I download games 09 03 2008 01 34 PM 060925 000183 New phones need activation 09 06 2008 01 41 PM 060926 000106 The antenna broke off my Yerden phone 09 07 2008 08 45 4M 060926 000157 How do I access my voicemail outside of my home calling area 09 07 2008 11 14 4M 060926 000214 Do you support e billing 09 07 2008 02 07 PM 060926 000228 Information about charger recall 09 07 2008 03 29 PM 060926 000248 Battery is completely dead 09 07 2008 05 40 PM 060926 000262 How do I set the alarm on my phone 09 07 2008 09 46 PM v Figure 42 Incident Detail Page Chapter 3 Selecting report or layout views 77 Output levels opened from drill down links always replace the parent output level on the con tent pane You can navigate back to other output levels above the level you are viewing including the report s top level by clicking the level you want at the top of the report Reports and dashboards opened from drill down links can be configured to replace the parent report on the content pane in the same m
77. Manual Contains procedures for staff members working with RightNow Marketing This manual addresses Marketing explorers audiences the con tent library mailings and campaigns RightNow Sales Administrator and User Manual Contains procedures for the RightNow administrator and all staff members working with RightNow Sales Procedures for the RightNow administrator include adding sales process options and quote templates and configuring disconnected access Procedures for sales staff members include working with Opportunities quotes and disconnected access RightNow Feedback User Manual Contains procedures for all staff members working with RightNow Feedback This manual addresses Feedback explorers audiences the content library questions and surveys RightNow Made Easy An Administrator s How To Guide Contains basic procedures for the RightNow administrator to configure all common areas in RightNow and all RightNow products including RightNow Service RightNow Marketing RightNow Feedback and RightNow Sales This streamlined how to guide gives administrators the basic steps to set up and configure all areas in RightNow one task at a time and complements the array of published RightNow manuals and documentation RightNow Made Easy A User s How To Guide Contains the basic procedures for tasks that staff members perform on a regular or daily basis With how to instructions for each RightNow product customer service agents
78. Page Setup Tab Description Group Button Description Print The buttons in this group let you configure the dashboard for printing and add the Page Header and Page Footer sections Print Margin Click this button to select the size of the margins used when print ing the dashboard The available options are Normal Narrow Medium and Wide Size Click this button to select the size of the paper used when printing the dashboard The available options are Letter Legal Executive A3 A4 and A5 Portrait Landscape Click these buttons to print the dashboard in portrait or landscape mode Page Header Page Select these check boxes to include a page header and page footer Footer when printing the dashboard Print to Fit Chapter 6 Select this check box to scale the dashboard to your printet s default page width and send the dashboard to the printer Text Field tab Dashboard design center ribbon 367 The Text Field tab is shown on the ribbon when you select a text field on the dashboard design center You can use the buttons on the tab to edit the text field s fonts margins and borders Figure 194 shows the Text Field tab qo Home t Fali Edit Edit Anchor o Text Section Display Page Setup TextField Options Lh Bring to Front Tahoma Bn _ Borders None Margin Arrange Font lm Margin Border F Figure 194 Text Field Tab The groups and buttons on th
79. To show hide a report section toggle the associated check box in the following list Report Sections pe M Page Header Printing Only Report Header E Output Descriptions _ Search Criteria Descriptions iL Charts H V Data Area C Report Footer Data Exceptions Page Footer Printing Only Figure 214 Display Options Report Sections Tab This tab displays the common report sections included in the dashboard s reports Sec tions common to all reports in the dashboard have a black check mark sections that are not shared by all reports have a gray check and sections that are not in any of the reports have no check 7 Select the check box next to each report section you want to display on the dashboard To remove a section you have already selected clear the check box next to the section 8 Click the OK button to save your display options Using dashboards Chapter 6 You open dashboards just as you would open a regular report from the Reports explorer or one of your navigation lists Dashboards can also be opened from links you add to reports When you open a dashboard it will load with current report data Alternatively you can queue the dashboard to view it at a later time The dashboard will include options similar to those accessed from the Report tab when view ing a report The dashboard will also include docked filters that are common to the reports in the dashboard and may inc
80. United Kingdom Patent Office patent number GB239791 Other patents are also pending Trademarks The following are trademarks of RightNow Technologies Inc RightNow Multiview Technology ProServices RightFit RightNow Live Locator SmartConversion SmartSense RightNow Outbound RightNow Service RightNow Metrics RightNow Marketing RightNow Sales RightNow Voice RightPractices RightStart SmartAssistant SmartAttribute Technology Talk RightNow Proactive Proactive Customer Service TopLine Top Line Customer Service iKnow Salesnet and RightNow Connect Web address http rightnow com Email address info rightnow com 1 For a list of third party software disclosure notices refer to the back pages of the RzghtNow Administrator Manual Contents f 1 Contents Chapter 1 Geyieorelv eli s ee a ree e ee ee ne E ee eee ee ere 11 DOU Ws MANU pace heal te ted aes aeoe eet hen dena gaoen ses 11 Documentation CONVENU G S sa arek rtra EET oon 12 RightNow August 0 documentation i c0n0essne denne mean Bede ren 13 Chapter 2 Analytics Explorers s coin dunteneeusdeenderdndemenensuceavenin ds i Accessing Analyncs CIPlotetS tas ce bscdettawaieee ek eedesdteseaes 18 Soen an Ge PO epea E ee re R A 18 Copying and saving in explorers iu 666s eee chee ase wpe wae aa eee wa bs Ze reann COCO Tods aiser ope ney awene Hoare han oan and aud Ze COD Ine Wes a bot eae seated sae nee ees eeneneteseetenee 23 Save CS anes Geet pee eae ea
81. Values window where you can specify defaults for searching reports in the dashboard For information about setting default search options refer to Specify ing search defaults on page 392 Add Tab Display tab Click this button to add a tab to the dashboard Tabs let you create multiple pages for the same dashboard and you can select the reports that will display on each tab The options available on the Display tab allow you to add images and text fields show the dashboard header and footer and hide portions of the design center so you can see only the components you need Figure 192 shows the Display tab Chapter 6 Dashboard design center ribbon 365 Ny Home Display Page Setup Options A pine Dashboard Header Rename gt Delete Dashboard Footer a Add tab after Move tab right image abl Dashboard Description a H hazi 2 Add tab before Move tab left Insert Sections Show Hide Items Dashboard Tab Figure 192 Display Tab The groups and buttons on the Display tab are described in Table 99 Group Button Insert Table 99 Display Tab Description Description The buttons in this group let you add images and text fields to your dashboard Refer to Adding images and text fields to dashboards on page 379 Sections The check boxes and button in this group let you show or hide the Dashboard Header and Dashboard Footer sections and choose how you want to display the d
82. agent performance in responding to and solving incidents and can also be used as the response requirement for SLAs that do not have customized response requirements See also SLA and Response interval Deliverability The degree to which an email message aligns with industry accepted practices to ensure delivery to an intended recipient Emails with low deliverability are often blocked by ISPs and spam filters Deploy To promote compile and optimize all the customer portal pages from the development folder where they are created and tested into the production folder where they become publicly available on an organization s web site 443 Design space The section of the workspace designer where fields and controls are added edited moved and removed to create a work space Desktop workflow A sequence of workspaces scripts decisions and actions presented to staff members as a dynamic interface to support com plex business processes Dialed number identification service DNIS A service that identifies the telephone number that the caller dialed This is useful if sev eral telephone numbers are redirected to a single destination number Disconnected access The mode in which RightNow Sales functions when an Internet con nection is not present When an Internet connec tion is not present RightNow Sales communicates with the offline local database Also called offline mode Display position The posi
83. along with data from other databases you may use This solu tion allows you to view trends in your data over time and create complex reports for manag ers and other staff members who need high level overviews of large amounts of data from diverse sources Using Enterprise Analytics you can create and customize reports that include features you may already be familiar with such as charts calculations and drill down levels You can also create dashboards to display a number of reports in one location In this chapter e Configuring Enterprise Analytics Describes the procedures to configure access to Enterprise Analytics on your RightNow interface Refer to page 410 e Using Enterprise Analytics Provides an overview of how to use Enterprise Analytics Also describes how to find detailed information about Enterprise Analytics Refer to page 415 RIGHT NOW 410 Enterprise Analytics Configuring Enterprise Analytics Before you can use Enterprise Analytics it must be enabled on your site Once it is enabled you should verify that staff members who can access Enterprise Analytics have a valid email address You also must configure profiles and navigation sets to allow your staff members to access Enterprise Analytics Important To enable Enterprise Analytics contact your RightNow account manager The administration options described in this section will not be visible until Enter prise Analytics is enabled This section de
84. appearance including display and data set tines and column formatting Changes made by staff members to customize these settings affect only their workstations In addition staff members can return to the defaults at anytime Logical expression An expression that defines the relationship between report filters or business rule conditions The components of a logical expression are joined using Boolean logic and can be grouped and joined with AND OR and NOT operators Logical operators The symbols and gt that can be used in most search techniques in RightNow Service to explicitly find answers that have a word or that do not have a word gt Login window A window for entering login name password if required and site information to access the administration interface of a Right Now application Lost One of the default opportunity statuses and status types An opportunity with the Lost sta tus has been lost for example to a competitor Mailbox An email box specified in RightNow and dedicated to collecting email inquiries sent by customers responses to mailings and bounced messages Incoming emails are processed by RightNow s Techmail utility See also Yechmail Mailer daemon tnmd A utility that monitors RightNow Marketing and RightNow Feedback lis tening for requests from other components to start the email process The mailer daemon is installed during the initial installation and
85. are best used when trending a column that groups data together by a time period such as a column that shows the number of incidents created in the same week To add a trend value column to a report 1 Adda numeric output column that returns values you want to trend For example if you want to forecast the number of incidents that will be created in future weeks you could add a column for count incidents 1_id to return a count of incidents 2 Expand the Computed Fields tree in the data dictionary 3 Click the column you want to trend 4 From the right side of the data dictionary drag Trend Value column name and drop it on the design surface Tip You can also add trend value columns by clicking the column you want to trend on the design surface clicking the Design tab clicking the arrow on the Insert Column button and selecting Trend Value RIGHT NOW 260 Chapter 5 Custom Reports Specifying trend value duration You can edit trend options to specify the number of time units that will be forecast forward For example if the trended column groups data by week trending forward three units will show data trended three weeks in the future To change trend options 1 Right click the trend value column on the design surface and select Edit Trend Options Column Trend Options Perform forecast Forecast forward units Figure 134 Column Trend Options Window 2 Select the Perform Forecast check box to e
86. button located at the upper left of the console and then selecting Report 2 Select the type of report you want to build a Grid report Standard report or Standard report with Chart Since the sample report will primarily be used internally by staff mem bers to work with records select Grid report Note Grid reports are most commonly used on the console to list records that staff members can open for editing The other report types are generally used to present summaries of data inside or outside of your organization If you decide you want a different report type after you start creating a report you can change it from the Report Layouts button on the ribbon s Home tab RIGHT NOW 168 Creating Basic Reports After selecting the report type the report design center opens where you create your report The report design center is shown in Figure 93 and the main areas of the design center are indicated e A New Report global_98_sat RightNow CRM m x Hore Display Insert Level Page Setup b Qt x Ribbon gt KOptions Scheduling P Alsort Filters e Hh add Column Definition Ay Permissions SRollups v X Variables ance ea Views Report Record R Inline Bop Tables ied ee Records ZJAuditLog Editing Slice v View Layouts Properties Analyze Show Hide Data Set ZjNew Report 4 b gt A Level Grid Report w Add Drilldown Level Drop Fields from the Data
87. by right clicking the chart on the content pane and selecting Rotate Your cursor will change and you can move your mouse horizontally and vertically to change the chart s three dimensional values Click the left mouse button to quit rotating the chart The right click menu also gives you options to convert three dimen sional charts to two dimensional charts or two dimensional charts to three dimensional charts as long as the chart type includes 3D subtypes This right click menu is also available when creating or viewing reports Table 6 describes the settings you can access from these buttons Button 3D Depth Table 6 Three Dimensional Chart Subtype Settings Description Description Click this button and enter a number for the extent of the chart s three dimensional effect A value of 0 removes the 3D appearance from the chart where a setting of 125 maximizes the effect 3D Angle Click this button to enter values for the chart s horizontal and ver tical angles X Angle Enter a value from 0 to 180 degrees in this field This value deter mines the vertical rotation of the chart Y Angle Enter a value from 0 to 180 degrees in this field This value deter mines the horizontal rotation of the chart 5 To configure colors styles borders and other settings for the bar line or gauge elements in charts button Chapter 2 click the Home tab and click the Bar Settings Line Settings or Gaug
88. by clicking the Close button on the slice section s header To slice report data 1 Click the Home tab and then click the Slice button Tip When viewing a report using the layout view you can select a column click the Design tab and click the Slice button to quickly slice the report by the selected column 2 Select Choose Columns to open the Slice window Chapter 3 Slicing report data 149 Slice by Display slices Column values Asatree Buckets C Show group counts As links Slice items by none Ascending v Descending Ascending Descending Ascending Descending Figure 83 Slice Window 3 Enter field information described in Table 38 Field Slice By Table 38 Slice Window Description Description Select from the following options to define the slice by column val ues ot buckets Column Values Select this radio button to define slicing by specific values in the fields included in the report For example if slicing on the inci dents Status Type field you can slice on Unresolved Waiting or Solved Buckets Select this radio button to define slicing by groupings of values in the fields included in the report such as Solved AND Waiting inci dents When you select this option the window will change to let you define the groupings Refer to Defining slice buckets on page 151 for information about creating buckets RIGHT NOW 15
89. calculations in the report on separate lines select the Display Calcula tions on Separate Rows check box If this check box is not selected and the report displays more than one calculation the calculations will be displayed on the same line RIGHT NOW 134 Report Management 7 To add a column to your report which displays actions you can take on records in the report select the Display Links Column check box and select the commands you want to include in the column Note If the rows do not refer to unique records such as a specific incident or contact the Display Links Column check box will be disabled 8 Click the OK button to save your display options Changing report backgrounds Adding colors or images to a report s background can make it more suitable for presentations ot other formal purposes You can add colors and images from the Background tab of the Display Options window To change a report s background 1 Click the Page Setup tab and click the button to the right of the Background group name 2 Click the Background tab Display Options Data Display Option Borders Top Color D C NoFill Preview Gradient Mode Top to Bottom v Bottom Color Transparency 501 Picture Select Image Clear Image Figure 71 Background Tab on the Display Options Window Chapter 3 Modifying report display options 135 3 Enter field information described in Table 36 Field Fill Table 3
90. clicking the Options tab and clicking the Add Chart button to open the Chart Wizard Refer to Using the Chart Wizard on page 303 To manually add a chart 1 If your report has multiple output levels select the level you want to add the chart to from the Level drop down menu at the top of the design surface Click the Insert tab Buttons for the types of charts you can add to the report are displayed on the tab s Chart group Click the button for the chart type you want to add and select the chart subtype you want to add to your report Refer to Table 87 on page 304 for descriptions of the available chart types Click the Charts report section to add the chart to the report The Chart Wizard opens Configure the chart and select a chart style with the Chart Wizard Refer to Using the Chart Wizard on page 303 for information about configuring charts Apply any custom style attributes you want for the chart from the ribbon s Design Layout and Format tabs For information about the options available on these tabs refer to their descriptions in Creating and editing chart styles on page 35 To enable automatic positioning and sizing for your chart edit style options for the chart s report section Refer to Modifying chart placement and sizing on page 312 Repeat steps 1 through 6 to add additional charts to your report RIGHT NOW 302 Custom Reports Adding charts with chart table layouts
91. contains procedures for setting permissions view ing the report audit log and changing report options such as the reports owner and the time zone used when the report is run Viewing the audit log You can open an audit log for a report to see when the report was created edited run pub lished and which staff members performed these actions Since the audit log is a report you can perform common report actions on the audit log such as printing forwarding or slicing To view the audit log 1 Click the Home tab Note This step is not necessary when viewing a standard repott 2 Click the Audit Log button RIGHT NOW 354 Custom Reports Audit Log iJ This Ul shows information on when this report was created and when it has been generated edited and published Account admin admin admin admin admin admin admin Action Generated Edited Generated Generated Edited Generated Generated Time Start 01 14 2008 08 27 AM 01 14 2008 08 27 AM 01 14 2008 08 19 AM 01 12 2008 01 37 PM 01 12 2008 01 37 PM 01 12 2008 12 55 PM 01 11 2008 03 28 PM Time End 01 14 2008 08 27 4M 01 14 2008 08 19 AM 01 12 2008 01 37 PM 01 12 2008 12 55 PM 01 11 2008 03 28 PM Options Publish Info A No Value No Value No Value No Value No Value No Value No Value admin Edited 01 11 2008 03 28 PM No Value e Pikol mtd tJ AALA MARA v Figure 187 Audit Log 3 To acces
92. current search results and keep only those results that match the new search Return Non matching Items Chapter 2 Select this check box to return all reports that do mot match your seatch criteria Searching in explorers f 21 4 Click the Find button The search results replace the initial list of reports Analytics Items L Activity 53 All Mailings L Incident Activity L Contact Information Customer Dashboard Reports Explorer Styles Explorer Chart Styles Explorer 39 Color Schemes Explorer Ba Images Explorer A Text Fields Explorer Customize List Recent Items Quick Search 2 Communication Center 8E contacts s 75 W Q Logged in as admin 4 Records Var l 5 To remove the search results click the Clear button a Gx Reports Explorer global_92_sat RightNow CRM ee La Home bQex Copy F F A 3 E Views sa Su X Delete New New Edit Open Queue View Back Forward Folders a Choose Details Report Dashboard Report Report Definition Rename Qfind i Record Ii Display Analytics Reports Explorer 7 Address Public Reports Common Site Adminis Staff Management v Go Created Updated Find Find using Name Find Name values that Start with Contain End with Match C Case sensitive Hide advanced options Search Method Search globally replace results Search within results
93. custom folder 2 Select Rename 3 Type a new name for the folder 4 Click outside the folder name or press Enter to save the name Tip You can also use right click functionality to rename custom folders when you are saving or copying items Chapter 2 Copying items To copy an item 1 Open the appropriate explorer 2 Right click the item you want to copy 3 Select Copy to open the Copy lt name gt As window Copying items 23 The predefined reports styles chart styles and color schemes you will find in the Analytics explorers cannot be edited renamed or deleted However you can copy any of these pre defined items and use the copy as a starting point when you want to create a customized ver sion You can also use the same method to copy custom items that were created in any of the Analytics explorers Copy Progressive As Styles Folder Styles Custom Folder Name Figure 3 Copying a Chart Style 5 Type a name for the new item in the Name field 6 Click the OK button to save the new item 4 To store the new item in a custom folder navigate to the folder Custom files cannot be stored in the Reports explorer s or Images exploret s standard folders RIGHT NOW 24 Analytics Explorers Saving items The procedure to save reports styles chart styles color schemes images and text fields is similar no matter what type of item you are saving
94. custom report you can select the database fields you want add calculations and functions to the fields and create fixed and run time selectable filters to find the exact records you want You can also add charts and text to your report and specify the display and data options used when your report is opened This ensures the information presented in your report is clear and easily accessible to your audience Important This chapter describes creating and editing custom reports using RightNow Analytics For information about creating and editing reports using Enterprise Analytics refer to Enterprise Analytics on page 409 For step by step instruc tions for creating a basic custom report refer to Creating Basic Reports on page 165 In this chapter e Using the report design center Describes the report design center Refer to page 176 e Report design center components Describes the components used to create reports Refer to page 181 e Managing report sections Contains procedures for adding report sections Refer to page 215 e Adding optional content to reports Contains procedures for adding descriptions images and text fields to reports Refer to page 226 e Managing output columns Contains procedures for adding output columns and data excep tions to reports Refer to page 236 e Managing table relationships Contains procedures for modifying table relationships Refer to page 291 e Adding and editing
95. define how the data exception will display in the reports tabular output click the Tabu lar Display tab RIGHT NOW 286 Custom Reports Exception Editor Display Reference Entire Row Tabular Display Graphical Display iJ Defines the tabular display information for exceptions including special data markers colors and styles Show Tabular Notification Tabular Exception Notification Use default display options Use custom display options Data Marking v Hide Cell Values Preview Change Color Style No Change Add Clear Show Exception Criteria Show Percentage Meeting Criteria C Show Percentage Not Meeting Criteria Figure 150 Tabular Display Tab 5 Enter field information described in Table 83 Table 83 Tabular Display Tab Description Field Description Show Tabular Notification Select this check box to display the data exception in the report s tabular output If this option is cleared the other options on the Tabular Display tab will be unavailable Use Default Display Select this radio button to display the exception using the color Options font and marking method defined in the style that is being used for the report Refer to Styles explorer on page 27 for information about creating styles and Changing report displays with styles on page 129 for information about applying styles to reports Chapter 5 Creating data exceptions 287 Table
96. definitions on page 72 Creating reports 167 Creating reports Once you have an understanding of what your report should contain you create it on the report design center The following procedures describe how to create a sample report to demonstrate the basic steps that are required to create most reports While the sample report might not be useful to your organization knowing how to create a report such as this will help you create reports your organization needs In this sample report you will be able to see the number of unresolved and updated incident in each incidents queue You will also be able to drill down on the information in the first level to open a second output level to view details about the incidents in each queue Note The following procedures describe the steps to create a custom report in a spe cific order but you can perform these steps in almost any order you want Opening the report design center Reports are created and edited using the report design center The design center gives you access to all the tools you need to create our report or more complex reports For detailed information about the design center refer to Opening the report design center on page 176 To open the report design center 1 Click the Analytics button on the navigation pane double click Reports Explorer and then click New Report on the ribbon Tip You can also open the report design center by clicking the Application
97. dictates doing the same thing in more than one place Functions reduce the number of rules needed by allowing the same rules to be evaluated from multiple states See also Business rules and Rule state Group A way to organize staff accounts Grouping A method for grouping data in a seg ment Filters can be used when grouping and are applied to the data after the grouping is completed Guide Information about a promotion gener ated by a marketing staff member This informa tion appears on the Offer Advisor window to help an agent present the promotion to a customer Guide also refers to a collection of branching ques tions responses answers and text explanations used in guided assistance in RightNow Service See Guided assistance and Offer Advisor Guided assistance A component in RightNow Service that helps agents quickly locate answers and text explanations using branching questions to guide them to the answers they need The answers and explanations agents find can be sent to cus tomers in incident responses or relayed to custom ets over the phone Help access level An answer access level for context sensitive answers Help answers are not visible to customers except through special hyper links See Context sensitive answers HTML answer A type of answer that appears to customers as standard HTML on the customer portal HTML editor A WYSIWYG what you see is what you get editor for formatting and
98. drill down filter can be changed but it is not necessary to do so here The link you click when using the report is also automatically set to zmcidents queue_id How ever for our sample report we will make the incident count column the link we click to drill down 2 Click the Link drop down menu and select count incidents 1_id 3 Click the OK button to save the new output level You can now drag fields from the data dictionary onto the design surface to add columns to the second level of the report Since this output level is intended to display details about the incidents you could add fields from the incidents table such as Reference Subject Assigned Account and Date Created You can also add fields from the contacts table to view information about the contacts who submitted the incidents Refer to Adding columns to a report on page 253 Tip If you want to change the output level you are editing click the Level drop down menu at the top of the design surface and select the level you want Adding filters Now that we have two output levels added to the report that display incident information we will add a fixed filter to return only unresolved and updated incidents in the report Fixed fil ters prevent reports from querying more information than you need in the report You could also add run time selectable filters to the report to return only incidents created in a certain time period assigned to particular accounts
99. ee Pr Ore oP er EEN 188 Eccl 4 hogar Mtb oe Rose teee eee Se a iord Beka Ys 189 Proe SEU ADs dred Oanutoun eat ack Weed aval cy aced hate 191 Des cA Dere eo a EE bie A eines EETA 192 Eayout Abereen e ee a A A TAE Ar ER a Abas 201 Porma FAD y are ne vine Mae aua ieee es See eee pie eee he 201 Opio ta Dogar hog ee eRe A eee eee ee 204 Dere wS a A ten datuninid dag ee eemned ani g hee eee a 206 Daireden onat we helical hh sin ct tea ts Etats laa E dat Y 207 Viewing table and field informant s4 csan readagdone aaee 207 Customizing the dar denona esaea a as Wola wh w eee aot 207 NMoOwmne the data dicton yea settee o eA RETER EEY 208 REPOrt CleMEeNtS ee wa oie ie a EE ee ois See 210 OUP aesa Gece it detest Boobs ole sas bee 210 Report SEC ONS izuistaniities ieee iten die pera ahead 210 Wemt Welds And MAGGS sco ee ee taca athe sce OR EEE 213 OECO 6 ph ose a etek oo auth Bias Gilneas 213 CHAS jira wey eee ene ane Che hee E eee ee 23 Datex Pion n eare a e aah ewe Buen eel eens geontek OEA 213 ee eer r an a E E EE E N A E E E ETE EET 213 Manainn report SECON aa E a e cease the R E E 215 PPP Te DO IAVOULS una any sm a A EA G 216 Manually adding sections to the design surface 006 218 Resin SeCUONS uncut e bees ahs eed tee ee bene ae 219 Edige SECHOM Styles det sain herd dob dete etek aed ats haw Siete 219 Editing section layout properiles 34 453 4 sa chp iaaii e aa 224 Contents 5 Adding optional content to reports 22 s4cdsu eas
100. explorer right click the image you want to replace and select Open The Image window shown in Figure 22 on page 53 opens 2 Click Select a Different Image A window will open where you can select the new image 3 Select the image you want to replace the existing image with 4 Click the Open button 5 Save the new image Refer to Saving items on page 24 for the procedure to save items in Analytics explorers Text Fields explorer Chapter 2 The Text Fields explorer lets you create text fields you can add to custom reports and dash boards When you create a text field you can specify the field s text fonts borders colors and margins You can also adjust these settings after you add the field to a report or dashboard Refer to Adding text fields to report sections on page 228 for information about adding text fields to a custom report or Adding images and text fields to dashboards on page 379 for information about adding text fields to dashboards For example you could create a text field with your organization s name using your organiza tion s preferred fonts and colors which you could add to your reports titles Since the text fields can be edited once they are added to reports you can also create a template text field with your customized settings and change the wording in the field as necessary Using the Text Fields explorer shown in Figure 24 you can edit copy delete and rename text fields usi
101. feature in RightNow Service that allows staff members to merge similar answers in the knowledge base to provide more meaningful answers to customers and to reduce answer dupli cation SmartAssistant RightNow technology that uses business rules to automatically suggest possible answers to customers email questions and Ask a Question queries Staff members can use SmartAs sistant to search for answers in the knowledge base that are related to an open incident or a current chat session See also Suggested answers RIGHT NOW 462 SmartSense RightNow technology that esti mates a customer s emotional state or attitude based on the words and language the customer uses when submitting a question in RightNow Ser vice SmartSense also rates the incident responses sent by agents The SmartSense ratings for both customer and agent appear wherever they have been placed on the workspace In RightNow Feedback SmartSense evaluates text questions submitted by customers in surveys Snippet Any text or part of a document that can be used in more than one document Snippets can be added to documents from the Content Library component Soft phone functions Standard telephone func tions such as receiving transferring and confer encing See CTI Solved One of the default incident status types and incident statuses An incident marked Solved has been resolved Solved count The method for determining where an answer
102. field to a report section you can edit it to change the fonts colors text and other attributes This allows you to have one generic text field that can be added to sev eral reports which can then be modified for each individual report Note Certain standard text fields such as Record Count or Rows per Page include values that are dynamically updated when the report is run While these fields can be edited you cannot edit their dynamic value placeholders RIGHT NOW 230 Chapter 5 Custom Reports To edit a text field in a report 1 Right click the text field in the report section on the design surface and select Edit Text Field Tip If you know the specific options you want it can be faster to select them from the ribbon Opening the window gives you an overview of all the available options 2 Edit the text field on the Edit Text Field window Refer to Text Fields explorer on page 54 for information about using this window 3 Click the OK button on the Edit Text Field window to save your changes Defining anchor styles Once you add an image or text field to a report section you can define how the item should move in relation to the report section s border by specifying an anchor style By default when a report section is resized images and text fields in the section will maintain the same distance between the top and left side of the report section However you can change the default anchor style so the it
103. filter based off the field or dragged to the Data Exceptions section to create an exception based on the field You can view detailed information about the tables and fields shown in the data dictionary and customize the data dictionary to show only the fields and tables you regularly use You can also reposition the data dictionary if you want a different location for it Viewing table and field information Before you add database fields to a report from the data dictionary you may need to view information about the field s contents You can view brief descriptions of tables and fields in the data dictionary by hovering over their names and you can view more detailed information by right clicking tables or fields and selecting View Data Definition If you want to view the entire data dictionary that describes all the tables and fields in the RightNow database you can right click any table name and select View Full Data Dictionary The data dictionary will open in a separate window You can also open the full data dictionary from Common Configuration gt Database Administration gt Data Dictionary Customizing the data dictionary The list of available tables and fields in the data dictionary can be customized to hide the tables and fields that you do not use in your reports This is helpful if you use only certain tables and fields in your reports and want to simplify the data dictionary to make it easier to select the tables and fields yo
104. filters and date grouping output vari ables For the procedure to select date ranges refer to Selecting date ranges on page 93 For information about date grouping refer to Understanding date grouping output variables on page 94 The options available on the Search window are described in Table 26 Field Filters Table 26 Search Window Description Description This section displays the report s run time selectable filters The methods used to set the filter values vary depending on the filters data types and operators For example the values might be multi selected from menu lists specified in date fields or typed in a text field Text area fields are not available for use in report filters If the filter displays a menu list you can select all options in the list by selecting the Select All check box or you can clear all options in the list by clearing the Select All check box Refer to Creating report filters on page 313 for information about defining run time filters This section also lists output variables that have been added to the report Output variables can have the same types of selection methods as run time selectable filters Refer to Variables on page 238 for information about output variables Limit and Order This section allows you to limit the number of rows returned in the report and select how the report output should be sorted RIGHT NOW 92 Chapter 3 Repor
105. filters are state ments constructed from expressions functions and operators and cannot be altered when using a segment or when running a report Flow diagram A graphical representation of a campaign survey or desktop workflow Flow dia grams allow staff members to diagram the events and decisions of a campaign survey or business process When a campaign or survey is launched contacts are automatically moved through the flow based on the specified criteria When a desktop workflow is associated with a record editor in a profile staff members with that profile will move through the flow when opening a record of the corresponding type See also Desktop workflow Forecast A projection of sales revenue for an opportunity that may close in a given sales period Foreign key A column or columns that contain values found in a primary key of another table Foreign keys are used to ensure relational integrity and are rarely primary keys See also Primary key Forward to Friend link A link that enables con tacts to forward the message to another email address This type of link can be added to docu ments templates and snippets for use in mailings surveys or web pages Function A mathematical operator that can be applied to data from database fields to modify the data that is returned in an output column Func tion also refers to a container for business rules Functions are used anywhere in a business process that
106. from one folder to another Right clicking a folder or report displays a list of actions you can take on the item as shown in Figure 6 r E Reports Explorer global_92_sat RightNow CRM al laa Home LPZ x YO veo Bo 6 of a A Delete Refresh New New Edit Open Queue View Back Forward f aa Choose Details Report Dashboard Report Report Definition Rename z Q Find Record Navigation Display Analytics hi Reports Explorer Sjincidents 4b Analytics Items Address Public Reports Common Site Administration Staff Management v Go Activity Folders x Name Created Updated EM Al Maiings S Public Reports J Accounts by Profile Permission 02 01 2007 12 004M 02 01 2007 12 00 AM ee cident Activity I S O Common E f Dispererm aa 01 2007 12 00AM 02 01 2007 12 00 AM pE ae lh al pO Data Integration 01 2007 12 00AM 02 01 2007 12 00 AM SAA oa p Lead Management 01 2007 12 00AM 02 01 2007 12 00 AM Se eg i HE Site Administration Styles Explorer i he Communication Configuration Chart Styles Explorer O Content Library 29 Color Schemes Explorer G Custom Fakie Da Images Explorer E Customizable Menus A Text Fields Explorer a Navigation Sets c oe Li e O Reports view Definition sestorse Lita Sales Processes Recent items ORME Quick Search Workspaces i GES Views Common i CD Marketing oS Service P e Upgraded Service Views gt End user gt A
107. in Table 28 Table 28 Print Preview Window Description Field Description Print Click this button to send the report to the printer H Zoom Click the down arrow to select the desired zoom percentage and preview the report with the selected zoom level Click the binocu lars button to reset the zoom level to the default percentage i Click this button to view one page of the report on the Print Pre me Ote Page view window Two Pages Click this button to view two adjacent pages of the report on the Print Preview window Three Pages Click this button to view three pages of the report on the Print Preview window cy Four Pages Click this button to view four pages of the report on the Print Pre view window Printing reports 109 Table 28 Print Preview Window Description Continued Field Description Gl Six Paces Click this button to view six pages of the report on the Print Pre x Pa H 8 view window Close Click this button to close the Print Preview window without print ing the report Page Select the page number to view on the Print Preview window either by typing in the page number or by scrolling through the available page numbers with the arrow buttons Printing reports Reports can be sent directly to the printer from the Page Setup tab or from the application menu s Print option allowing you to bypass print preview To print a report 1 Click the Page Setup tab 2
108. in the Subject field 6 Type any text you want to include in the body of the scheduled report email in the Com ment field 7 Select the format of the report from the Format drop down menu e HTML Attachment Images Charts stored on the server e HTML Email Images Charts stored on server e HTML Email Images Charts sent in email e Excel Attachment Images Charts unavailable e Comma Delimited Attachment Images Charts unavailable e XML Attachment Images Charts unavailable e Image Attachment e PDF Attachment e Published RIGHT NOW 124 Report Management Important The format you select for the report schedule determines if charts or images will be available when recipients view the report If recipients need to see the report s charts or images but do not have access to the server which stores the charts and images we recommend that you set the schedule format to Image Attachment PDF Attachment or HTML Email Images Charts sent in email 8 To select the folder in the Reports explorer where you want published reports sent click the Destination Folder drop down menu and select the folder you want This drop down menu is available only when you select the Published format For more information about published reports refer to Publishing reports on page 114 9 From the Run Report As drop down menu select the staff account which would be used were the report being run manually This lets you specify which acc
109. in the report but not both e Ifa report or dashboard is deleted any links to that report or dashboard will be auto matically disabled but the reports containing the links will continue to function nor mally Creating report links Before you create report links you should be familiar with the run time selectable filters in the reports or dashboards you are linking to since you define the values you want to use for these filters every time you create a report link In addition you should know whether you want to use unconditional or conditional links e Unconditional links Use an unconditional link to open a specific report or dash board when you drill down on any value in the parent report s linked column The con tent in the linked report or dashboard can vary depending on the report s filters and the value you drill down on but you will link to the same report or dashboard regardless of the value selected in the parent reports column This functionality is similar to drilling down on a value in a column to open another report level e Conditional links Use conditional links to open different reports or dashboards depending on the value you drill down on in the parent report s linked column For example if a column in your parent report lists contacts service level agreements SLAs you could add a conditional link for each unique SLA listed in the column When you click one of the SLAs in the column a report that shows
110. information spe cific to that SLA would open Just as with unconditional links the content in the linked reports or dashboards can vary depending on the values you specify for the linked reports filters You create links using the Report Linking wizard or the Conditional Report Linking wizard The wizards are similar though the Conditional Report Linking wizard includes an additional step This section describes how to create an unconditional and a conditional link using the wizards and includes the procedure to specify the order of conditional links To create an unconditional report link 1 Edit the report that you want to create the link from 2 If your report has multiple output levels select the report level where you want to create the link RIGHT NOW 340 Custom Reports 3 Select the column where you want the link to display It does not need to be the column with the data used to filter shown on the linked report 4 Click the Report Linking button on the ribbon s Design tab and select Add Report Link The Report Linking wizard opens Report Linking Wizard Welcome to the Report Linking Wizard This wizard helps you link another report to this report First choose the report you wish to link ag Public Reports GE Common GE Feedback GE Marketing GED Sales i MES Service p My Reports To continue click Next lt Back Next gt Finish Figure 179 Opening the Report Linking W
111. join filters 327 8 Enter the expression in the Value field Or Click Use Data Dictionary to open the Edit Expression window from which you can cre ate the value s expression using database fields functions and variables listed in the data dictionary Note Currency fields are not available for use in join filters 9 Click the OK button to save the join filter Once you add a join filter the Data Set window will be updated to display the filter along with additional actions as shown in Figure 170 e Data Set incidents gt iJ Change join options below Table Accounts Delete Table Alias accounts Join to incidents Join condition incidents assgn_acct_id accounts acct_id Join Type Outer Inner Join Filters Actions Add Filter Add OR Node L Edit Filter Negate Filter Delete Filter F View Text Definition C Display Filter v Descriptions Figure 170 Join Filter on the Data Set Window The additional actions that become available are identical to those used when creating logical expressions for report group and level filters These actions allow you to edit your filter cre ate additional filters add OR logic to the join filters negate filters view a text definition of the join filters logical expression and toggle between the filters descriptions and names For pro cedures on using these actions refer to Defining logic
112. level s purpose For example a custom report that only you will use may not need a report header report footer or similar report sections that clarify the report s purpose and make it more presentable However these report sections are useful if the report will be sent to other staff members If a section is added to the design sutface but has no content the section will not display when the report is run For proce dures on adding and editing report sections refer to Managing report sections on page 215 Note When creating a report you can select a layout to have the appropriate report sections automatically included in the report Refer to Applying report layouts on page 216 for information about report layouts Report elements 211 The sections you can add to your output levels are described in Table 54 along with the type of contents each section can contain Report Section Docked Filters Table 54 Report Sections Description Description This section is used to display run time selectable filters at the top of the report for easy changes to the report s search parameters Refer to Docking variables and run time selectable filters on page 322 for more information Note This section can be added or removed from the design sur face using the Docked Filters check box on the ribbon s Display tab Page Header This report section is displayed only on printed reports By default this sect
113. level certification authority Round robin queue A type of incident queue in which unresolved incidents are automatically assigned to agents in a rotating fashion RPA responses per assignment A statistic that calculates the average number of times a staff member or group responded to each incident Rule See Business rule Rule base All rules states functions and vati ables associated with a particular object class answers contacts incidents chat sessions oppor tunities organizations targets and tasks in busi ness rules Rule log A feature for viewing the rule or rules that have fired against a specific answer contact incident opportunity organization or task See also Business rules Rule state A container for business rules Every rule base must contain an initial state and states can be added to handle all stages of object process ing Rules in the initial state can transition objects to other states in the rule base See also Initial state Rules engine tThe software that evaluates objects to determine if they meet the conditions of any rules in the rule base and then executes the actions defined in the rules Run time selectable filter A component of RightNow Analytics that defines the initial data set available in the report and allows staff members and customers to customize the data returned Run time selectable filters are statements con structed from expressions functions
114. menu Refer to Table 87 for descrip tions of the available chart types Table 87 Chart Types Description O gt a Es 0 Description Vertical bar charts display data as a series of vertical bars Subtype options can display the chart with single or stacked bars and as Vertical Bar two or three dimensional Horizontal bar charts display data as a series of horizontal bars Subtype options can display the chart with single or stacked bars and as two or three dimensional Horizontal Bar Pie charts display data as a percentage of a whole Subtype options Pie can display two or three dimensional pie charts or doughnut charts Line charts display data as a series of points connected by a line Subtype options can display the chart as two or three dimensional Line bar combo charts display both a line chart and a vertical bar chart Subtype options can display the chart with single or stacked bars and as two or three dimensional Line Bar Combo Area charts display data as areas on an x and y axis Subtype options can display the chart as two or three dimensional Area ad amp X Y charts display data as a series of plotted points Subtype options can display the plotted points as points lines or bubbles and as two or three dimensional Radar charts display data in a radar format Numeric values are plotted at markers on the perimeter Chapter 5 Chart Ty
115. ner ra ctr rae eee ee 403 Manually queuin amp dashboards 4 4 5 tong dea sen cba hehe n a 403 PULOMANeGUCUING Wecusvasan oun E E E E E eNews 404 Viewin queued dashboaldsye ideae EE EEE EREE EA 405 Displaying and hiding reports in a dashboard 006 405 Seatchinodashboaftd reports 44sec uw bn inier eetan 406 Docked MES cerniera a hree aa a Er 406 SEAC EWON p eT nE E EE EA 406 Chapter 7 Enterprise Anal yUCS s rarr tee EE E AE eee eR 409 Conficurino Enterprise 1 Waly CS esaeas etae Aa dea ee es ea 410 Verify account email addfesses apeo ge t ratit i NAE neues 410 Assigning Enterprise Analytics profile permissions 411 CCUSLONNZING NAVICANOU SEIS sist ee EEE ee ESEE IE 412 Usine Enterprise ialyilcs Aveo cae tee eee reo orca oe 415 Enterprise Analytics resources as ive Nokes ea ooh wos te abs Cees 415 Appendix A Appendix B Contents 9 Analytics System Configuration Settings 417 RebtNow Common Settings sitet ded eoeie een een basoe dues 417 RightNow User Interface settings 25 ote ote sy oe pote hese cease lt 421 Agedatabase Utility settings odisos cokavten ooheedeehatenhau suds 421 Transaction Descriptions 0 0 cee eee eee 425 RightNow Glossary oc 2520cce theses ebeeteaew ties ceed tee es 435 Taa ee ee ee ee ee eee eee ee eee 469 RIGHT NOW 10 Contents About this manual 11 1 Introduction To deliver a great customer experience you need t
116. only the first exception even if a row had an incident count greater than ten This occurs because the first exception has precedence over the second exception To correct this you would reorder the data exceptions To order data exceptions 1 Select the data exception you want to move on the design surface 2 Click the Design tab 3 Click the Move Up or Move Down button to move the exception to the position you want Tip You can also reorder exceptions by dragging them in the exceptions report sec tion on the design surface Limiting records returned Reports can return large amounts of data especially if they lack fixed filters or required run time selectable filters It can be difficult to print or view a report with thousands of rows and finding specific records in such a report can be challenging However you can limit the num ber of rows returned on each page or on the entire output level Limits are set for each output level in the report To set record limits 1 Select the level you want to add the record limit to from the Level drop down menu at the top of the design surface 2 Click the Level tab 3 Click the Record Limit button Edit Row Limit Limit ta rows Per Page Figure 152 Limiting Records Returned Chapter 5 Managing table relationships 291 4 Enter field information described in Table 85 Table 85 Edit Row Limit Window Description Field Description Lin t To Select this check b
117. option the Top 10 window opens Auto Filter Show 10S items Figure 78 Auto Filter Top 10 Window a Select Top or Bottom to define whether the records with the highest or lowest field val ues will display The definition of what a high or low value in a field is depends on the type of field For example in date fields the oldest dates are at the top and the newer dates are at the bot tom whereas values in text fields are in descending alphabetical order b Select the number of records or the percentage of the total number of records returned in the report to include in the filtered data c Select whether the filtered data should include a specific number of items or a percent age of the total number of records d Click the OK button to save the Top 10 auto filter settings 7 To create a custom filter on the field select Custom The Custom Auto Filter window opens Only records that match your custom filter will display in the report Custom Auto Filter Show rows where Assigned Account equals v Figure 79 Custom Auto Filter Window a Define the custom filter you want to use The filter options will vary somewhat depending on the type of field that is being fil tered on For example date fields include calendar options whereas text fields do not However every window will have a drop down menu from which you can select the operator and an area to enter the filter value s Refer to Sp
118. option is available only for Line Bar Combo charts Line Value Axis Label Type the label for the chart s line value Note This option is available only for Line Bar Combo charts Sync Bar Line Scales Chapter 5 Select this check box to use the same range for the chart s bar and line scales Note This option is available only for Line Bar Combo charts Adding charts to reports 311 Table 89 General Chart Settings Description Continued Field Chart Style Description Click the underlined text to select a chart style for the chart The chart style you select will be reflected on the sample chart displayed on the Chart Wizard Note Once you apply a chart style you can customize the style options for the chart you are editing using options on the ribbon s Design Lay out and Format tabs Refer to Chart Styles explorer on page 33 for procedures on creating and editing chart styles options Scale Specify the scale used by the chart in this section Note This option is not available for Pie Radar or Funnel charts Default Select this radio button to use the scale values specified in the selected chart style Custom Select this radio button to define a custom scale for the chart For example if the values listed in a chart range from 10 to 50 you can cre ate a custom scale to use these values as the scale s start and end points to prevent the chart from displaying ranges with n
119. options available on the Design Layout and Format tabs Refer to Creating and editing chart styles on page 35 for information about the options on these tabs Modifying chart placement and sizing The Charts report section can be configured to use automatic or manual section layouts described in Editing section layout properties on page 224 Each type of layout for the report section will affect the display of data in your charts When the Charts section has a manual layout you can select a chart on the report section and drag it to reposition it You can also select a chart and drag the handles on the chart s outline to resize the chart When you specify a specific chart size using a manual layout the data dis played on the chart is adjusted to fit the chart Thus a large chart displaying a small amount of data may appear too large Also a small chart displaying a large amount of data can be diffi cult to read since the data is compressed to fit the chart However when using an automatic section layout charts you add will be automatically sized to best display the data initially presented in the charts In addition when you adjust the report s search parameters the charts will be automatically resized to ensure that all the data is clearly displayed For example if your chart shows incidents created over a date interval and the report s interval is adjusted to a longer period the chart will automatically expand to cl
120. organization records tasks notifications CTI computer telephony integration Outlook integration shortcut keys and SmartSense RightNow Analytics Manual Contains procedures for working with RightNow Analytics including generating standard reports and creating custom reports and dashboards Also included are descriptions of the elements used to build custom reports and dashboards including styles chart styles color schemes images and text fields This manual also contains information about and procedures for using Enterprise Analytics RightNow Service Administrator Manual Contains procedures for configuring RightNow Service This manual addresses standard text and variables in the content library guided assistance Offer Advisor service level agreements RightNow Chat and RightNow Wireless RIGHT NOW 14 Chapter 1 Introduction RightNow Service User Manual Contains procedures for customer service agents work ing in RightNow Service This manual addresses incidents answers RightNow Chat cloud monitoring Offer Advisor incident archiving and RightNow Wireless RightNow Customer Portal Manual Contains a description of the RightNow Customer Portal and the framework used to create and customize pages templates and widgets In depth descriptions of all customer portal elements are also included as well as procedures for creating editing and deploying the RightNow Customer Portal RightNow Marketing User
121. page 339 for information about using the wizard 3 To edit a conditional report link select Manage Conditional Report Links to open the Manage Conditional Report Links window shown in Figure 183 on page 345 a Click Edit next to the link you want to edit The Conditional Report Linking wizard will open where you can edit the link Refer to To create a conditional report link on page 344 for information about using the wizard b Click the OK button on the Manage Conditional Report Links window to close it lo remove a link 1 Select the report column that is associated with the link and click the Report Linking but ton on the ribbon s Design tab 2 To remove an unconditional link from the column select Remove Report Link The col umn s unconditional link will be deleted 3 To remove all conditional links from the column select Clear All Conditional Report Links All conditional links on the column will be deleted 4 To remove only some of the conditional links on the column select Manage Conditional Report Links a Click Delete next to the link you want to remove and click the Yes button when asked to confirm the deletion b Click the OK button to close the window Configuring reports for editing records 347 Configuring reports for editing records When the rows in a report display information from unique records such as incident refer ence numbers contacts names or organizations names you can p
122. procedures for using the XML API to integrate the RightNow knowledge base with external systems including help desks data mining and data reporting systems RightNow Pass Through Authentication Guide Contains procedures for integrating RightNow Service with an external customer validation source to allow your customers to automatically log in to RightNow Service from an external web page Contact your RightNow account manager to obtain this manual Tip For a comprehensive list of all RightNow documentation refer to http community rightnow com customer documentation RIGHT NOW 16 Introduction Chapter 1 17 yA Analytics Explorers RightNow s reporting features are accessed through the Analytics explorers These explorers allow you to create custom reports and dashboards view standard and custom reports and edit report styles chart styles color schemes images and text fields to use with reports and dashboards For an overview of explorers in RightNow refer to the RzghtNow Administrator Manual In this chapter Searching in explorers Contains the procedure to search for items such as reports and text fields in Analytics explorers Refer to page 18 Copying and saving in explorers Contains procedures for copying and saving items in explor ers These procedures are identical regardless of the explorer used Refer to page 22 Reports explorer Describes the Reports explorer from which you ca
123. record type you select is also used as the default record type for record command buttons and right click menu options though you can select any of the record types when using buttons or the right click menu You can also choose the actions you want to perform when you double click the report s rows For example you can choose to open a record assign a record or perform other actions when you double click the row lo customize record command actions 1 Click the Home tab and click the Records button The Customize Record Commands win dow shown in Figure 184 on page 348 opens 2 To select the report level you want to configure click the Level drop down menu and select the report level you want The options available on the Default Record and Default Action drop down menus will vary depending on the information displayed in the report level you select 3 Click the Default Record drop down menu and select the record type you want the record command actions to apply to Note The record type you select determines which links are available on the Links button on the report design center s Display tab Refer to Adding record com mand links on page 350 4 Click the Default Action drop down menu and select the action you want performed when you double click a row in the report 5 To quickly restore the default record command settings for all the levels in the report click Reset All RIGHT NOW 350 Chapter 5
124. report the Search window may be displayed where you can specify the search parameters you want to use for the report The window will display if the report has required run time selectable filters or is configured to display the search window For information about using the Search window refer to Searching in reports and analyzing output on page 90 Note When you attempt to open reports that take a long time to run you may be pre sented with an option to queue the report For information about queuing reports refer to Queuing reports on page 100 RIGHT NOW 70 Report Management An example of a report is shown in Figure 37 Incidents Created dbx Interface Source Docked filters TEE Al x ai v Report header Incidents Created Output descriptions Definitions displaye d inline Displays all incidents created in a specific time period and groups them by source You can then drill down to the list of incidents for each source This report is useful for determining which source incidents are created from Interval Lists each interval specified in the date range For example if Month is selected as the date grouping each month in the date range is listed The date grouping interval and the date range are specified in the report s parameters Incidents Lists the number of incidents created during the interval from the source The date grouping interval is s
125. right F oe maga abl Dashboard Description i Add tab before Move tab left Insert Sections a Items Dashboard Tab _ Ruler New Dashboard 2 moere _ Page Header section amp D Public Reports z j E Common 5 is Custom Reports i it E Custom Reports C5 GE Development Reports GES Public Contact Views GE QA Reports i GES Service GED Upgraded Views ful ts CE release review jaj Unresolved By Developer A nf E Components Section Header Dashboard Header section Field Outline Drop a report from the report explorer Reports Explorer ew Dashboard Item Drop a report from the report explorer _ Rule Line Grid Dashboard Footer section Logged in as admin fJOnline 100 y a aes Page Footer section Figure 196 Dashboard Design Center Adding content to the dashboard You can easily add reports notifications and other items to a dashboard by dragging them from the dashboard design center s reports explorer to the design surface You decide where to place each item and how much content you want on the dashboard Alternately you can use layouts to format the dashboard and then drag the items to the predefined sections on the dashboard If you want more items in a dashboard than can comfortably fit on one page or if you want to organize the dashboard s items into groups you can add tabs to the dashboard which will add
126. scnce ce wssagcene meee koe eine 374 Removing replacing and editing dashboard reports 376 Adding tabs to the dashboard cs cewean cad eee taek ines eweye se a Adding dashboard GescripuOns 4 2544 0i0 sdu ed eedohactachodes 378 Adding images and text fields to dashboards 00 379 Selecting dashboard section layout options 006 380 RIGHT NOW 8 Contents RACING TERPS 22 tenant tented eet ieee aes eee eee 382 Edn ted 6c a cian eter ere em ry Ore ney Br ee Rc re Pa 384 FOGING MMNACES 226g had Fea ses aura hee esate eee ts 384 Moving imaces Ad text ilds ee cin bo Waww ed ented ee oenk 386 Chanoine dash boatd properties sieur enei eya e ees 386 Chanoine dashboard OplONns vs65 540isGee Soares a 386 Seneduline dash Oats 05 d eeu at Pa na awe oo AS hha eas 390 Speci ine PEDIS ONS 1542365 r ee ned ede nite ed oth ede nAd 391 Vievio The AUCit lOO 5 05 0 nste urn gad oe Sean oe ae ose 392 SPECI ine scarce ulsa aa araa a ee eee os 392 Customizing dashboard output c sde4 3650 seh goede base 394 Appling a style to adashboard ise cicka wre tye tee de ealy ee ete wane 394 Changing dashboard display options 26 i lt 4 caeSadintediat kanes 395 Wsine dash bOAatdse anta e a a EAEE EA E hares 398 Ba hbond MD DONs seriero uana he tet ee eee oe oe eS 399 DashbOard tabs 2 ici cok We resene eed Sansa ce Rea ee Lae eRe eas 400 REPO ADS scenes Sag eens bbe eee Sees ae hoe edie Ge 403 Oue nne das BDOS rii
127. scroll so you can view the data in the reports Screen Select this radio button to add scroll bars to the individual reports Chapter 6 in the dashboard The dashboard will not have scroll bars added with this option Customizing dashboard output 397 Table 108 Display Options Workspace Tab Description Continued Field Description Scrollable Select this radio button to permit each report to display in its pre ferred size with the height and width of the items in each report fixed When this option is selected a single set of scroll bars will be added to the dashboard so you can view the entire dashboard sur face Note If the entire size of the dashboard exceeds 32767 x 32767 pixels dashboard contents will be clipped when using this option 4 Click the Titlebars tab Display Options Report Sections iJ To show hide the titlebar of a dashboard item toggle the associated checkbox in the following list incidents Agent Effectiveness Detailed incidents by queue allcontacts incident ids Tasks Due this Week Account Information Figure 213 Display Options Titlebars Tab 5 To display a report s title above the report in the dashboard select the check box next to the report 6 Click the Report Sections tab RIGHT NOW 398 Dashboards Display Options Workspace Tiilebaty Report Sections iJ The following section settings will be applied to all reports in the dashboard
128. section you are hovering over when dragging a report Hovering over the various icons in the group will highlight different portions of the dashboard section where you can drop the report You can hover over the center of the icon group to drop the report in the full dashboard section You can also place the report in the top bottom left or right portions of the dashboard section by hovering over the individual icons in the group If you break up a predefined dashboard section when dropping yout report onto the dashboard section the dashboard s layout will be split into continuously smaller areas Top Area Drop a report over this icon to place the report in the top half of the dashboard Right Area Drop a report over this icon to place the report in the right half of the dashboard Bottom Area Drop a report over this icon to place the report in the bottom half of the dashboard Left Area Drop a report over this icon to place the report in the left half of the dashboard Removing replacing and editing dashboard reports If you want to change the reports that are on a dashboard you can simply remove the reports from the dashboard or replace them with new reports If you need to make a change to a report on the dashboard you can also open the report for editing Note If your dashboard has only one report you will not be able to remove it but you can replace it with another report Adding content
129. select different defaults for the reports when they are opened from the dashboard by changing the dashboard s parameter values If your dashboard includes the Web Browser Component report you can also specify a default URL for the web browser displayed in the dashboard Chapter 6 Specifying search defaults 393 You also have the option to set limits on the total number of rows returned in each report or the number of rows returned on each page of the reports For more information about searching for information in the reports shown in a dashboard refer to Searching dashboard reports on page 406 To set dashboard reports search defaults 1 Click the Home tab 2 Click the Parameter Values button to open the Set Filter Values window Set Filter Values x lil Set the parameter values to be used when opening the dashboard Filters Web Browser Component a Url www yahoo com Organizations Disabled Fla Assigned Account ID v Select All v Select All v Yes WV No Value v No V Logged In V Abby Parker V Administrator M Andrew Larson tus wo o S ljo bai os a p M Select All M Select All i M No Value V Solved j V Management amp Config V Unresolved M CRM Console V Updated Thin Client V Waiting 4H M End User pages
130. show this label at the left right top or bottom of the chart 9 To configure scale options for the chart style click the Value Scale button on the Layout tab and select from the options described in Table 10 Table 10 Value Scale Button Description Option Description Primary Scale The options in this section let you show the primary scale rotate the scale s labels and choose whether to configure the scale s range manu ally or let RightNow do it for you Show Select this option to display the primary scale on the chart By default the primary scale is displayed Automatic Select this option to automatically determine the range of the scale based on the range of values in the data shown on the chatt Manual Select this option to manually configure the range shown on the pri mary scale When you select this option and hover over it Scale Start and Scale End fields will be shown Enter the minimum value you want for the scale in the Scale Start field and the maximum value you want in the Scale End field Rotate Labels Select this option and then select a degree to rotate the label text Your choices are None 15 30 45 0 15 30 and 45 degrees clockwise Secondary Scale The options in this section let you configure the secondary scale for the line values shown on line bar chart types Show Select this option to display the secondary scale on the chart By default the secondary scale is not
131. simultaneously to perform an action Ctrl f Note Keyboard keys are set in bold type in the documentation for highlighting purposes RightNow August 09 documentation RightNow Technologies offers manuals guides and documents to help you install adminis ter and use RightNow products including RightNow Service RightNow Marketine RightNow Feedback and RightNow Sales Our documentation is written for users who have a working knowledge of their operating system and web browsers and are familiar with standard conventions such as using menus and commands to open save and close files RightNow Administrator Manual Contains procedures for configuring options com mon to RightNow Service RightNow Marketing RightNow Feedback and RightNow Sales This manual addresses navigation sets staff management workspaces workflows agent scripting customizable menus and product linking business rules custom fields system con figuration communication configuration monetary configuration database administration the external suppression list multiple interfaces Outlook integration configuration CTI computer telephony integration configuration screen pops contact upload and add ins RightNow User Manual Contains procedures common to all staff members including customer service agents marketing personnel and sales representatives This manual addresses common functionality that applies across products plus contact and
132. so that category and disposition choices are narrowed to only those associated with the selected product for staff members working with incidents and custom ers searching on the customer portal Professional Services Services provided by RightNow Technologies including training sup port and consulting Profile A mechanism for controlling access to administration functions and for assigning staff members specific permissions default workspaces a default navigation set and report access Promotion A specific message for example a discount renewal notice or announcement deliv ered to a specific group of customers using Offer Advisor Promotions are generally created by mar keting staff members and presented to customers by agents See Offer Advisor Proof A way to review the content of a mailing or survey to ensure the message is approved by the necessary contacts and staff members and as a final check for any mistakes Proofs can be sent to a proof list or group of staff members who in turn can accept or reject the proof Proof list A group of contacts either internal or external who review mailings and surveys before they are finalized Propose answer A function for proposing that an incident s solution be added to the answers available to customers The proposed answer is reviewed by the knowledge engineer who deter mines if it should be made public and if so its access level status language
133. specified in the report s parameters Answer Edits Lists the number of times the agent edited an answer during the interval The date grouping interval is specified in the report s parameters Answer Edit Time Lists the total amount of time the agent spent editing incidents during the interval The date grouping interval is specified in the report s parameters B Date Logins Average Total Incident Edits Incident Edit Time Answer Edits Answer Edit Time 3 Agent Administrator 4 items 2006 al Oh Sim 32s Oh Sim 32s 0 Oh Om Os 0 Oh Orn Os 2007 0 Oh Om Os Oh Or Os 0 Oh Om Os 0 Oh Orn Os 2 Q Q he Figure 122 Output Descriptions Displayed Inline To add text to output descriptions 1 To add a description to an output level select the output level you want from the Level drop down menu at the top of the design surface RIGHT NOW 232 Custom Reports a Click the Level tab and click the Edit button to open the Level Settings window Level Settings 2 x iJ Define level options for group order drill downs hierarchy columns and custom scripts General Settings Name Standard Report Description Group Results Change Group Order Custom Scripts Custom Script Add ea Figure 123 Level Settings Window b Type the text you want to describe the output level in the Description field c Click the OK button to save the output level s description 2 To add an output description to a column c
134. status Opportunity status Survey status and Task status Status type The current state of an answer inci dent or opportunity Default answer status types are Public and Private Default incident status types are Unresolved Solved and Waiting Default opportunity status types are Active Closed Dead Inactive Lead Lost and Reject Stopword A word that is not included in the keyword indexes in RightNow Service and is not searchable as a result Pronouns articles and adverbs are common stopwords Strategy A sales plan defined by an organization that includes stages and associated tasks that must be completed in order for opportunities to move through each stage Strategies allow organizations to define multiple sales plans based on their busi ness processes and help ensure that policies and procedures are enforced Strict priority A pull policy that defines the order in which the system pulls incidents or chats from multiple queues The strict priority ranking also identifies from which queues agents can retrieve incidents 463 Style All of the specifications that can be defined for presenting graphical and tabular data in a repott including fonts colors and borders Suggested answers The list of answers from the knowledge base that is returned when Smar tAssistant is invoked either by staff members working on incidents or engaged in chat sessions or through business rules that append answers to ema
135. the OK button to save the dashboard parameters Customizing dashboard output Chapter 6 The appearance of the dashboard can be customized by applying a style to the dashboard by changing fonts by changing the dashboard s width and by specifying how the reports on the dashboard should be scrolled You can also add titles to the dashboard s reports and choose which report sections to display Applying a style to a dashboard Dashboards can have report styles applied to them just as individual reports can When you apply a style to a dashboard all reports on the dashboard will use the same style when viewed from the dashboard If a new report is added to the dashboard the dashboard style will need to be applied again for the style to be applied to the new report Refer to Changing report displays with styles on page 129 for information about applying a style to a report For pro cedures on editing and creating styles refer to Styles explorer on page 27 To apply a style to a dashboard 1 Click the Home tab 2 Click the Auto Format button to open the Auto Format window Customizing dashboard output 395 Accounting Classic Grid Style Title Tiu itie Gop Ose Cork Currency Sub Title Sub Title Gap Date Comet Curreny Goupl 12 10 2008 i 1 00 Croup Date Coun Cureaty a a Gaw 12 10 3900 i tio Teei Imnos i zio out 09 01 2008 2 2 00 RN 200 Geel 01 0008 2 20 Goup2 12 10 2008 1 1 00 ap
136. the color you want for the grid line along the left side of the chart Refer to Choosing colors on page 63 for information about selecting colors from the menu Note This option is not available on the Value Grid Lines button Bottom Color Select this option to open the color menu where you can choose the color you want for the grid line along the bottom of the chart Refer to Choosing colors on page 63 for information about selecting colors from the menu Note This option is not available on the Category Grid Lines but ton 11 To configure options for tick marks shown on the chart s scale click the Tick Marks but ton on the Layout tab Table 12 describes the options available on this button Option Scale Table 12 Tick Marks Button Description Description The options in this section let you choose whether to use auto matic or manual offsets for the major and minor tick marks shown on the chart s scale The offsets determine the spacing between the tick marks Automatic Select this option if you want RightNow to automatically deter mine the offsets for the scale s major and minor tick marks Manual Select this option to manually specify the offsets for the scale s major and minor tick marks When you select this option Major Offset and Minor Offset fields are displayed Enter the numeric offset value you want for the major tick marks in the Major Offset field and the offset you want
137. the colors from the left of the back ground to the right Gradient Color Bottom Color Right Color Click this box to select a secondary color to merge with the pri mary color The fill colors will then merge using the method defined in the Gradient Mode menu The text description for this option will vary depending on the gradient mode you select For procedures on selecting a color refer to Choosing colors on page 63 Transparency Select a percentage to define how intense the fill colors are A set ting of 100 is completely transparent which prevents the fill col ors from displaying A setting of 0 has no transparency resulting in intense background colors The selected percentage is immedi ately reflected in the Preview field so you can easily scroll through the transparency percentages to find a value that best suits your needs Preview This area provides a sample of how the fill colors you select will appear on the report background RIGHT NOW 32 Analytics Explorers 6 Click the Borders tab to modify the borders of a component Current Date x Margins iJ Choose the appropriate line settings and then click on the preview surface or click on the application buttons to apply the border s Line Preview Coor B fm Style None x Weight o m Figure 10 Style Borders Tab 7 Enter field information described in Table 4 Table 4 Borde
138. the currently selected chart type and subtype is shown on the content pane The sample chart s display changes depending on the options you select so you can quickly see how a chart that uses the selected settings will appear This sec tion describes how to create a chart style on the chart styles editor Note Once you select a chart type and subtype you can follow the steps in this proce dure in any order you want The steps in this procedure are listed according to the order of their associated buttons on the ribbon To create or edit a chart style 1 To create a new chart style click the New button on the ribbon Or To edit a chart style right click the chart style and select Edit The chart styles editor shown in Figure 12 opens displaying a default chart type m New Chart Style global_92_sat RightNow CRM ae a Home Layout Format Qax 3D Depth ip ED Eid anani Mm Save Save Save amp Type 3D Angle Bar Line Gauge Color Close r Settings Settings Settings Scheme Command 3D Settings Settings Colors New Chart Style 4 gt A Chart Title 2 E Series MB Series2 D EEE Series3 BZ 8 2 a Q im 2 Exception 1 Exception 2 Liu e inas admin Ay Online 100 Figure 12 Chart Styles Editor 2 Click the Type button on the Home tab to display the chart type menu shown in Figure 13 Chapter 2 Creating and editing chart styles
139. the data exception must be met before the alert will trigger Chapter 3 Changing output options 129 5 Click the OK button to save the alert Changing output options When viewing a standard or custom report you can change the report s colors fonts and other display options and you can adjust the sorting filtering slicing and other formatting options of the records returned in the report In addition you can apply calculations and for matting to individual columns in the report This section describes how you can change the report characteristics using these options Important Your profile must include the Customize Reports Analytics permission to change output options in reports Changing report displays with styles Styles can be quickly applied to reports to change how the report text and background is dis played The fonts colors backgrounds spacing padding and borders for the different report areas can all be changed by applying a style Refer to Figure 37 on page 70 to view common report areas that can be modified using styles You can use one of the predefined styles in RightNow edit an existing style or create your own style and save it to use immediately or for reports you view in the future For procedures on editing and creating styles refer to Styles explorer on page 27 Styles you create or default styles can be easily applied to any report you view The style you apply to the report will impact
140. the other list items you want to be able to select for the variable 9 If using a predefined list or user defined list variable type enter a default value for the vari able in the Default field RIGHT NOW 242 Custom Reports 10 If using an ad hoc value variable type type a default value for the variable in the Default field 11 If using a replacement variable type type the expression you want the variable to replace Or Click Use Data Dictionary to open the data dictionary to create the expression from data base fields and functions 12 Click the OK button to save the variable Adding variables to a column Once you create a variable in a report it is added to the variables list in the report design cen ter s data dictionary You can then create output columns that use the variable in the same manner as you would any other output column creating the column s expression out of data base fields functions computed fields and variables listed in the data dictionary In some cases the variable will be the only item in the column s expression In other cases the variable will be combined with functions or database fields to form the column s expression Refer to Adding columns to a report on page 253 for information about adding columns to reports When a predefined list user defined list or ad hoc value variable is included in a report s out put columns a menu listing the variable s options will d
141. the report 4 In the Definition section right click in the Expression field and select Incidents followed by Status status_id This is the database field we are using to filter the report s output by 5 Click the Operator drop down menu and select in list 6 By default when you use this operator all items are selected Clear the check box next to each item you do not want to include or clear the Select All check box and select the check box next to each item you want to include For our example select Unresolved and Updated The report will include only incidents with one of these statuses Chapter 4 Saving reports 173 7 Click OK to save the filter Saving reports The final step in creating the report is to save it to a location where the audience you want can access it Once you save the report your staff members will be able to open it assuming they have permission to open the report For information about changing report permissions refer to Specifying permissions on page 354 To save the report 1 Click the arrow next to the Save button on the Quick Access toolbar and select Save and Close The Save As window opens where you specify the name of the report and where you want it saved i B Public Reports S My Reports i incident count my answers HEES my incidents iial my incidents by product Folder My Reports Name Figure 97 Saving a New Report 2 Selec
142. the third party application Forward Click this button to send the dashboard to individuals or distribu tion lists in an email Dashboards and reports are forwarded using the same method Refer to Forwarding reports on page 111 Default Settings Click this button and select Save as Default to save your personal ized display and data settings for a dashboard for later use Select Restore to remove personalized display and data settings from a dashboard and restore the settings to those defined in the dash board Refer to Resetting display and data settings on page 160 Sections The options in this group let you select whether to show the dash board s header footer and description Dashboard Header Select this check box to show the dashboard s header Dashboard Footer Select this check box to show the dashboard s footer Dashboard Description Click this button and select how the dashboard description should be displayed You can choose to not display a description display the description inline or display the description on a separate tab Queuing dashboards 403 Report tabs When you click a report on the dashboard to select it the ribbon will be updated to include the report s Home Display and Page Setup tabs You can use the buttons on these tabs to perform all the same actions you could if viewing the report outside of a dashboard For example you can add calculations select fields
143. the weighted average of the column for all records Average Select this check box to display the average value of the output col umn for all records Median Select this check box to display the median middle value of the output column for all records Standard Deviation Select this check box to display the standard deviation of the col umn for all records Standard deviation is the square root of the variance It projects how various values in a set of values deviate from the mean for that set Weighted Column Click the Weighted Column drop down menu and select the col umn to use in conjunction with the current column to derive the weighted average This drop down menu is activated when the Weighted Average report or rollup calculation is selected and dis plays only numeric columns you can use with weighted averages For example if you have a report with column X showing the number of incidents solved by a group and column Y showing the average amount of time spent solving the incidents a weighted average calculation can determine the average amount of time spent solving each incident regardless of how many incidents each group solved That is if group A solves 30 incidents and averages 30 minutes per incident and group B solves 10 incidents averaging 110 minutes per incident a normal average would calculate 70 minutes per inci dent which would not reflect the different number of incidents for each group A weighte
144. to Trend Data Icon C Display Change Icon click icon to change color Figure 135 Trend Percentage Options Window a Enter field information described in Table 69 Table 69 Trend Percentage Options Window Description Field Comparison Direction Description Select whether the trend value or the trended column is used as the initial column to derive the trend percentage Trend Data to Report Data Select this radio button to use the trend value column as the initial column to derive the trending percentage If the value in the trend value column is greater than the corresponding value in the trended column a positive percentage will be returned Report Data to Trend Data Select this radio button to use the trended column as the initial col umn to derive the trending percentage If the value in the trended column is greater than the corresponding value in the trend value column a positive percentage will be returned RIGHT NOW 262 Custom Reports Table 69 Trend Percentage Options Window Description Continued Field Description Display Change Icon Select this check box to display icons next to the percentage values returned in the column The icons will indicate whether there is a positive change negative change or no change To alter the colors used for the icons click the icon to open the Color window Refer to Choosing colors on page 63 for information about using the Color window
145. to a customer portal page to ensure the URL for the page is valid Begin with Server URL Select this check box to automatically prepend the path to the RightNow server s PHP directory to the custom URL 21 Click the Gauge tab to configure the column to display values using gauges Note The Gauge tab is available only for columns that return numeric or currency val ues Column Format Z Number Alignment width Styles Conditional Inline Gauge Type Circular Gauge v C Display Numeric Value Scales Scale Start C Use Report Min Scale End io E C Use Report Max Colors Indicator Color E Border Color a Gauge Color Ranges Minimum Maximum Start Color End Color o bs x CL 33 66 l Remove Range 66 100 Add Range Figure 147 Gauge Tab on the Column Format Window RIGHT NOW 280 Chapter 5 Custom Reports 22 Enter field information described in Table 80 Field Inline Gauge Type Table 80 Gauge Tab Description Description Click this drop down menu to select the type of gauge you want to use The available options are None Linear Gauge Circular Gauge and Progress Bar Display Numeric Value Select this check box to display numeric values on the gauge Scales Define the scale ranges used for the gauge in this section Scale Start Enter the minimum value for the scale used in the gauge Use Report Min Sele
146. to a new position When dragging a text field the font size will remain unchanged but the text field s area will be altered How ever when dragging an image the image itself will be resized Changing dashboard properties Chapter 6 Many of the buttons on the ribbon s Home tab let you specify a number of options that impact how the dashboard can be used For example you can select who owns the dashboard specify dashboard permissions and set the time zone the dashboard uses when it is opened You can also schedule the dashboard to be sent in an email view an audit log to see who has viewed or edited the dashboard and modify how the dashboard s reports are searched Changing dashboard options Dashboard options allow you to select the time zone that should be used for the reports in the dashboard change the dashboard owner and modify settings that impact how the dash board functions when it is opened for viewing You can also configure automatic refresh of the data shown in the dashboard s reports add notes to the dashboard and change the image displayed for the dashboard in report lists Several of the dashboard options you select play an important role in how the dashboard s reports are searched These options are described in this section and also addressed in Searching dashboard reports on page 406 Changing dashboard properties 387 To edit dashboard options 1 Click the Home tab 2 Click the Options b
147. to many of the same options available on the window In this procedure we will show you how to change options from the window To select style options 1 Open the style editor window for the component you have selected By default the editor window will open on the Font tab if the selected component includes text Refer to Choosing font attributes on page 61 for information about the Font tab 2 Click the Margins tab to define the amount of space surrounding the component when used in reports Margins Borders iJ Margins are in pixels Left om Top T 3 A Right 0 Bottom 0 Spacing ft E Figure 8 Styles Margins Tab RIGHT NOW 30 Analytics Explorers 3 Enter field information described in Table 2 Field Left Table 2 Margins Tab Description Description Select the number of pixels between the component and the left side of the report section it resides in Right Select the number of pixels between the component and the right side of the report section it resides in Top Select the number of pixels between the component and the top of the report section it resides in Bottom Select the number of pixels between the component and the bot tom of the report section it resides in Spacing Select the number of pixels to change the spacing between the con tents of the report section Note This option applies only when editing styles for report sec
148. to the dashboard 377 To remove a report trom the dashboard Right click the report on the design surface and select Remove Or Click the item on the dashboard click the Display tab and click the Remove button To replace a report on the dashboard Drag the new report you want on the dashboard from the reports explorer and place it on top of an existing report on the dashboard The existing report will be replaced with the new report To open a report for editing Right click the report on the design surface and select Edit Report Definition The report will open in the report design center where you can edit it Refer to Chapter 5 Custom Reports on page 175 for information about editing reports Adding tabs to the dashboard When creating a dashboard you may find that you want more reports than can easily be viewed or that you want to group similar reports together By adding tabs to the dashboard you can create multiple pages for the same dashboard and you can select the reports that will display on each tab Each tab acts as a distinct page of the dashboard and reports are added to the pages just as they would be if the dashboard had only one page Tip Each dashboard can have a maximum of fifty tabs lo add a tab to a dashboard 1 Click the Home tab 2 Click the Add Tab button Once you add a tab the dashboard design center will be updated to show the tabs on the design surface The tab names will likely not b
149. type to Unresolved and the incident being reassigned to another agent Queued to De queued NMeasutes the interval between the time an incident enters a queue to the time the incident is moved to no queue or a different queue If the inci dent s queue does not change the interval ends when the incident is set to the Solved status type Queued to Initial Assigned Measures the interval between an incident being placed in a queue and the incident being assigned to an agent for the first time Queued to Initial Response Measutes the interval between an incident being placed in a queue and being responded to for the first time Queued to Initial Resolved Measures the interval between an incident being placed in a queue and being set to the Solved status type for the first time Backlog Measutes the interval between an incident being created or being changed from a Waiting or Solved status type to the Unresolved status type or being added to a queue to the incident being edited with the edit saved Incident Edit Measures the interval between an incident being edited and the edit being saved Searching in reports and analyzing output 97 Servicing Measutres the interval between an incident being created added to a queue or changed from a Waiting or Solved status type to the Unresolved status type to the incident being set to a Waiting or Solved status type or being added to a different queue Initial Response to Initi
150. views Page PageNumber of NumberOfPages When you open a dashboard you can choose to view it using a design or report mode The design view is used by default which you can use to edit the dashboard s properties and add reports images and text fields to the dashboard Once you have modified your dashboard you can switch to the report view to preview what the dashboard will look like when it is used by staff When viewing a dashboard using the report view the dashboard is presented to you just as your staff members will see it though certain items such as action links displayed in reports are disabled When you want to edit the dashboard again you can switch back to the design view To select the report or design views 1 Edit or create a new dashboard By default the dashboard is shown in the design view 2 Click the ribbon s Home tab 3 Click the arrow on the Views button and select Report View to change the view RIGHT NOW 362 Dashboards 4 To view the dashboard with the design view click the arrow on the Views button and select Design View Dashboard design center ribbon Chapter 6 When you open the dashboard design center the ribbon will include the Home Display and Page Setup tabs from which you can access tools to edit the dashboard Each tab has one or more groups containing buttons you can use to modify the dashboard or items on the dash board Note To mini
151. was deleted after you queued it and before the queued report could be processed e The report is deleted from the queue by another staff member before the report can run and you can view it However only the staff member who queues the report and staff members with the Analytics Administrator profile permission can remove reports from the queue e The queued report processes but is not opened within the number of days specified in the PURGE_QUEUED_REPORT_DAYS configuration setting Queued reports and dashboards that have been run but not opened within this time period are automatically removed The default value for this configuration setting is seven days e You manually queue a report or dashboard that cannot run due to the query surpassing a limit on the number of database rows that can be accessed Viewing queued reports After you queue a report you can use standard reports to see what the report s status is in the queue Once the report runs and is ready to view you will be notified and you can open it from several locations When you view the report you will see that most of the standard options are available on the report s ribbon though there are some exceptions This section explains how to check the status of a queued report how to open a queued report that is ready to view and describes changes to the ribbon for queued reports Viewing reports in the queue When you queue a report it is placed in a queue where it will
152. will display in the list of answers The most useful answers those with the highest solved count are pushed to the top of the list while those with the lowest ratings are moved down on the list When a customer clicks one of the options in How well did this answer your question it directly affects the solved count The solved count is increased for answers that are viewed and decreased for answers viewed earlier in the same session The solved count is also increased when an agent uses a SmartAssistant suggested answer when responding to a customet s question Sort order tThe sort order of a reports output columns The default sort order is defined when generating a report and can be modified when run ning the report Spacer A control that is manually added to a workspace to maintain the row and column arrangement when fields and controls are moved and removed or to create white space in a work space SSL secure sockets layer An industry stan dard for secure Internet based transfer of informa tion Staff account tThe settings for a staff member authorized to access a RightNow application including login name password profile group assignment and email information Staff account custom field A field for gather ing and displaying additional information about staff members Staff account custom fields appear on the Details tab of the Staff Accounts editor Staff member Any employee with a staff ac
153. will display the custom script for editing Custom Script Editor x Initialization Headers i Add code to initialize variables used in the other scripts Cancel Figure 175 Initialization Tab 4 From the Initialization tab type the script executed before the report is processed This script is executed once when the report starts to process RIGHT NOW 336 Custom Reports 5 Click the Headers tab A 7 _Iritiization Headers Process Finish Figure 176 Headers Tab 6 Type the script that runs during the start process This script is called once while passing the column headings The headers parameter is an array that contains the column headers for the report For example Array 0 gt Account ID 1 gt Full Name You could manipulate this array by changing adding or removing column headers The resulting array will be displayed as column headers in the report 7 Click the Process tab Figure 177 Process Tab Chapter 5 Linking reports 337 8 Type the script that runs while the report is generating This script is called with each row passing the row data The rows parameter is a nested array allowing you to return a table of data rather than just a row Initially the rows parameter contains only data in the first row of the table rows 0 1 Each data cell contains a val variable that holds the value of the data cell It can also contain a
154. you need to view or access for a specific purpose We recommend that you configure custom reports to include fixed filters or required run time selectable filters to limit the data they can return Refer to Custom Reports on page 175 for information about cre ating custom reports and configuring report filters To search for records in a report 1 Click the Home tab 2 Click the Search button to open the Search window Search x Filters Group Source 2B Select All pe M Select All M No Value i No Value V Logged In M Management amp Config Es M CRM Console i Thin Client MV End User pages v Date Grouping lt Year Month D ay v Date Range s 06 04 2007 12 00AM fa to 06 11 2007 12 00AM L Relative _ Relative Limit and Order Limitto E rows Per Page Order by Group Asc IntervalAsc Save as Defaults Restore Defaults Figure 49 Search Window Chapter 3 Searching in reports and analyzing output 91 3 To resize the Search window drag the borders The window size is saved to your personal settings so it will open with the size you specify the next time you open the window when running the same report Clicking the window s Reset button resets the search parameters and the window size to their default values 4 Select the filters sort options and record limit for the report Note Search options often include date range
155. 0 Report Management Table 38 Slice Window Description Continued Field Description Display Slices Select from the following options to define how the slice groups selection appears in the report As a Tree Select this radio button to display slice groups in a tree that is docked to the report as shown in Figure 81 on page 147 Show Group Counts Select this check box when displaying slices as a tree to include the number of records in the slice group The number will display next to each group name in the tree As Links Select this radio button to display the slice groups as links above the data as shown in Figure 82 on page 148 This option is avail able only when a single report field is included in the slice Slice Items By Select the field s from the report to slice items by If more than one field is selected the first field will define the top slice group and the subsequent fields selected will define sub groups in the top group as displayed in Figure 81 on page 147 If there are multiple slice fields defined and the first is set to None the other slice fields will also be cleared Ascending Select this radio button to sort the entries in the slice tree or links in ascending order Descending Select this radio button to sort the entries in the slice tree or links in descending order Clear All Click this button to reset all slice fields to None 4 Click the OK button to save the settings a
156. 1 08 2008 12 00 AM Run time selectable interface Interface stats interface_id in list All Variables Type Name Prompt List Type Value Data Type Predefined List date_grp_param Date Grouping Group Date Year Quarter Text Level Incident Trend Description Displays statistics about the total number of incidents created responded to closed or still in the queue backlog over the time period specified This report is useful in determining if the total number of incidents is increasing or decreasing and can help you evaluate the effectiveness of the self service component of RightNow Service Columns Heading Expression DataType Description Interval date_group stats stat_date date_grp_param Text Lists each date in the date range Created sum stats new_incidents Integer Lists the number of new incidents Solved sum stats solyed_incidents Integer Lists the number of incidents reso lt j gt Figure 39 Report Definition Window 2 To preview the printed page before printing it click the Print Preview button Refer to Previewing reports on page 107 3 To configure the printed page click the Page Setup button Refer to Printing reports on page 109 RIGHT NOW 74 Report Management 4 To save the output from the report definition to a file for later viewing click the Export button and select the file type You can select HTML PDE Excel Image and Delimited file types Refer to Export
157. 1 to 10 pixels Preview This area defines the placement of the borders you define Select any of the following buttons to place the borders or click the area in the Preview white space where you want the border il Click this button to add the selected border attributes to the top Top Border border of the text field gy Bottom Border Click this button to add the selected border attributes to the bot tom border of the text field il Left Border Chapter 2 Click this button to add the selected border attributes to the left border of the text field Selecting fonts and colors f 61 Table 18 Borders Tab Description Continued Field Description Click this button to add the selected border attributes to the right iall Right Border border of the text field oO Click this button to add the selected border attributes to all sides of All Borders the text field Click this button to remove the borders from all sides of the text ial No Borders Geld 13 To preview the text field click the Preview button on the ribbon Preview New Text Field Close Figure 30 Previewing a Text Field 14 Click the Close button to close the preview window 15 Save the text field Selecting fonts and colors Certain items you edit in the explorers include options to change font attributes or add colors The methods to define fonts and colors are generally the same regardless of the item you are editing or th
158. 13 RightNow Common Analytics Settings To Use this setting Service Modules gt Clustering Field Enable clustering and the use of clustering information by CLUST_ENABLED other modules Note The default value for this setting is enabled Yes Service Modules gt Scheduled Reports Enable the Alerts Scheduled Reports feature SR_ ENABLED RIGHT NOW 418 Appendix A Analytics System Configuration Settings Table 113 RightNow Common Analytics Settings Continued To General Analytics Options gt Server Options Use this setting Specify how many days charts and other images in sched uled reports and forwarded reports will be kept Scheduled reports use the stored on the server formats forwarded reports use the HTML attachment option The maximum is 90 days Note The default value for this setting is 14 KEEP_EMAILED_IMAGES Specify the maximum file size in bytes the Web server will try to return to the clent when generating a report The maximum value for this setting is 2147483647 2 GB Note The default value for this setting is 15728640 15 MB MAX_ANALYTICS_FILE_SZ Specify the number of days after which report run audit log rows will be deleted Note The default value for this setting is 10 PURGE_REPORT_RUN_ AUDITS General Analytics Options gt Report Options Specify the choice of the From address when a report is emailed as a subscription or
159. 3 Options Tab Description Description Click this button to select the width of the margins around the item The available options are None Narrow Medium Wide and Custom Selecting Custom lets you specify the number of pixels for the top bottom left and right margins Border The buttons in this group let you add borders to the selected item and change the borders display options You can identify which borders you want and choose the borders color size and style Fill The buttons in this group let you add a background color to the selected item You can select the background color and add a gra dient color to blend into the primary color You can also choose how intense the colors should be with the Transparency setting Layout The buttons in this group let you define how the content of the selected report section should be arranged and how the height of the section should be managed Refer to Editing section layout properties on page 224 Note This group is not shown when a column is selected Manual Click this button to manually size the report section and manually position text fields and images you add to the section When a sec tion is configured with manual layout you control the placement of items on the section and the section s height Automatic Click this button to automatically size the report section and auto matically position text fields and images you add to the sect
160. 370 example 361 opening 360 dashboard sections automatic layout 380 table layout 380 descriptions adding 378 design view 361 displaying and hiding reports 405 Edit Settings window 387 forwarding 111 images adding to dashboard sections 385 Layout Tab window 396 layouts applying to a dashboard 373 linking see report linking output applying styles 394 changing display options 395 positioning reports and notifications 375 properties editing options 386 specifying permissions 391 queuing 403 Report Sections Tab window 398 report view 361 ribbons Display 364 Home 362 Options 368 Page Setup 366 Text Field 367 scheduling 390 searching for data in reports 406 sample search window 407 specifying search defaults 392 Set Filter Values window 393 Table Layout Properties window field descriptions 381 tabs adding to a dashboard 377 renaming tabs 377 471 dashboards continued text fields adding to dashboard sections 382 moving and editing 386 Titlebars Tab window 397 using dashboards Home tab description 400 overview 398 views 361 data dictionary in report design center 207 Data Display Options Tab window 133 data exceptions creating 284 displaying 139 ordering 289 data grouping 94 data points changing for moving calculation columns 243 Data Set window field descriptions 298 database fields 236 date functions 248 Date Range Filter window field descriptions 94 date ranges defining relative date ran
161. 40 130 4719 6979 2006 3 15634 15243 391 5025 6415 2006 4 20050 19162 888 7289 7250 2007 4 20549 19111 1438 8614 8710 Total 89231 86168 3063 37185 Average 6110 Lilt gt fonine 100 Q 0 _ Incident Trend Report with a Chart You can manually add charts to reports or you can use a chart table layout to automatically add generic charts with preconfigured positions You can edit charts with the Chart Wizard which lets you select the chart type for example line bar pie or gauge the data used in the chart labels for the chart and other settings You can change the appearance of your chart by selecting a chart style created from the Chart Style explorer or you can define custom style attributes for an individual chart by selecting from style options on the ribbon You can also edit display attributes for the report s chart section which contains the charts you add to your report Tip Each report level can have a maximum of twenty charts Adding charts to reports 301 Adding charts manually When you manually add a chart to a report you can define all the chart elements determine how the chart should be sized and where it should be located in the report This section describes how to add a chart and how to manually configure the chart s placement in the report Note This procedure describes adding charts using the buttons on the Insert tab You can also add charts by selecting the Charts report section
162. 6 Background Tab Description Description This section lets you define the colors to be used for the report s background Color Top Color Left Color The text description for this option will vary depending on the Gradient Mode you select Click this box to select a primary color as the background For procedures on selecting a color refer to Choosing colors on page 63 No Fill Select this check box to clear any fill colors previously selected If this box is selected the other options on the Fill window will be disabled except Color Selecting a color will automatically clear the No Fill check box thus enabling the other options Gradient Mode Select the positioning of the primary and secondary colors for the background from the Gradient Mode drop down menu Using gra dient coloring lets you merge two colors None Select this option to use only the primary color as the fill color If you select None the Gradient Color field is disabled Top to Bottom Select this option to merge the colors from the top of the back ground to the bottom Left to Right Select this option to merge the colors from the left of the back ground to the right Gradient Color Bottom Color Right Color The text description for this option will vary depending on the Gradient Mode you select Click this box to select a secondary color to merge with the primary color The fill colors will then merge using the
163. 77 Graphical Display Tab window field descriptions 289 eroup filters 316 H hide repeating values 89 203 272 Home tab button descriptions 79 184 HTML export format 116 icons changing dashboard icons 390 changing report icons 358 image export format 117 images adding to dashboards 385 to report sections 227 to the Images explorer 52 changing list images in dashboards 390 in reports 358 updating in Images explorer 54 Images explorer 52 incident performance intervals 95 inline editing editing individual values 161 473 inline editing continued editing multiple values 162 Editing Options window field descriptions 352 enabling in reports 351 overview 161 saving changes 164 inner joins 291 Insert Image window 227 385 Insert tab button descriptions 189 Insert Text Field window 228 383 J join conditions 298 join filters 324 L Layout Tab window field descriptions 396 layouts applying to dashboards 373 to reports 216 selecting charts layouts 302 level filters 315 Level Settings window field descriptions 332 Level tab button descriptions 190 202 limits charts per report level 300 dashboard tabs 377 data exceptions 284 filters 313 items per dashboard 374 output columns 253 report output levels 328 tables 253 linking reports see report linking links adding action links 350 logical expressions Edit Logical Expression window 320 overview 319 Text Definition window 321 logical functions see func
164. 83 Tabular Display Tab Description Continued Field Use Custom Display Options Description Select this radio button to define a custom color font and data marking method for the exception Data Marking Click this drop down menu to select a data marking to mark the data that meets your exception criteria You can choose None Cir cle Square Flag Check Up Arrow Down Arrow or Custom e Select Custom to open the Select Image window and select images you have added in the Images explorer Refer to Images explorer on page 52 for information about the Images explorer Select None to prevent a graphic from indicating the data exception but the text style you define for the marker will still be applied to the data exception This allows you to change the color or font of tabular data that meets the exception without adding a graphic Note The data marking symbol will be shown in the window s Preview field so you can view the symbol as you define it Hide Cell Values Select this check box to hide the value in the column that is used as the display reference Note This check box is available if the exception s display refer ence is set to a column rather than an entire row Change Color Click this text to open the Color window to change the color of the eraphic Refer to Choosing colors on page 63 Note This option appears if Circle Square Flag Check Up Arrow ot Down Arrow is selecte
165. Chapter 5 Custom Reports Table 66 Functions Description Continued Function date_trunc date units Description This function truncates date to the unit specified by units with units being a time interval For example the expression dace trunc 2003 1125 22425 7 0 HOURS teturns the vyalu 2003 11 25 22200200 sysdate This function returns the current system date in the format YYYY MM DD HH MM SS time_format seconds format This function converts seconds to the specified time format For example the expression time format 86610 HH24 MI SS returns the value 24 03 30 date_group expr format This function lets you group records together according to a date range that you specify and include rows for date ranges that have no associated records If you do not want to return rows for date ranges with no records you could use date_format instead For example if you have incidents created in January and March but none in February and create a report with the expression for column A set to date_group incidents created YY YY MM_ and the expression for Column B set to count the report would output 2006 01 10 2006 02 0 2006 03 15 If Column A s expression to date_format incidents created YYYY MM used the date_format function instead of date_group the output would be similar but would not include a row for February Note When this function is used in a column the rep
166. Chart Wizard on page 303 for information configuring charts Or Select a chart on the design surface a Click the Design tab b Click the Type button and select the chart type and subtype you want to use The wizard will open automatically if the new chart type requires different source data than the previous chart type c To change data options for a chart type that does not require different source data click the Define Data Source button to manually open the Chart Wizard Using the Chart Wizard The Chart Wizard displays a series of windows for customizing charts The first window shown in Figure 160 displays the list of available chart types and subtypes Each successive window contains additional options for customizing your chart The available options on each succeeding window will vary depending on the chart type and subtype selected The options that differ are noted in the procedure To add or edit a chart with the Chart Wizard 1 Add or edit a chart to open the Chart Wizard Chart Wizard Welcome to the Chart Wizard This wizard helps you define chart properties styles and general chart information Select the type and subtype for your chart Chart type Chart subtype E Horizontal Bar F Pie Line be Line Bar Combo rea Plot Funnel To continue click Next Figure 160 Chart Wizard RIGHT NOW 304 Custom Reports 2 Select the chart type you want from the Chart Type
167. Click the OK button to save the display options Changing data display options Data display options control a number of features which give you more flexibility in deter mining how data in your report displays For example you can add or remove row numbers and add links to the report which allow staff members with appropriate permissions to mod ify records returned in the report You can also output report data in a record format To change data display options 1 Click the Page Setup tab and click the button to the right of the Display group name 2 Click the Data Display Options tab Display Options Data Display Options Background C Display Columns in a Record Layout Fix Column Headers C Display Row Numbers C Display Calculations on Separate Rows Display Links Column The following command links will apply to the primary record type of the report C Open C Copy C Delete C Print C Forward _ Propose Figure 70 Data Display Options Tab on the Display Options Window 3 To format the report in record layout select the Display Columns in a Record Layout check box Refer to Selecting record or tabular layouts on page 130 4 To fix the report s column headers at the top of the report so they are always visible when scrolling the report select the Fix Column Headers check box 5 To add row numbers to each row of the report select the Display Row Numbers check box 6 To display multiple
168. Click this button to add the selected border attributes to the top Top Border border of the report area m Bottom Border Click this button to add the selected border attributes to the bot tom border of the report area l Left Border Click this button to add the selected border attributes to the left border of the report area e Right Border Click this button to add the selected border attributes to the right border of the report area gi All Borders Click this button to add the selected border attributes to all sides of the report area ial No Borders Click this button to remove the borders from all sides of the report area 8 Click the OK button to save the section s style changes RIGHT NOW 224 Custom Reports Editing section layout properties Chapter 5 Section layout properties determine how the charts images and text fields you add will be positioned on the section A manual layout lets you manually position items you add If the section has an automatic layout the item will be positioned automatically and the section s height will be adjusted to best fit the item You can also set table layout options to change how the items in the section are sized By default report sections have manual layout enabled To enable automatic layout of a report section 1 Add the report section you want to the report output level 2 To add the report header or footer sections click t
169. DD or YYYY MM DD HH MM SS For example the expression date format 2007 11 25 22 25 00 DAY MONTH DD YYYY HH12 MI PM returns the value Tuesday November 25 2007 10 25 PM date_diff date date This function returns the number of seconds occurring between two dates For example the expression date diff 2003 11 25 2003 11 26 22 25 00 would return the value 86400 Note To change the format of the output use the date_format or time format function For example date Format date di tr 2003 Li 25 2Z003 LiaZe 22 25 00 HH24h MIm SSs willreturn 24h 00m OOS Chapter 5 Function to_date str format Functions 249 Table 66 Functions Description Continued Description This function converts the value entered in s r that is in the format specified in format to a date or date time value For example the expression to date 20090215 YYYYMMDD will return a value of 02 15 2009 Note Unlike other date functions o_dafe supports only the fol lowing date formats DD MM YYYY HH24 MI SS DD MM YYYY HH MI SS AM DD MON YY DD MON YYYY DD MM YY DD MM YYYY DD MM YY DD MM YYYY DD MM YY DD MM YYYY DD MM YYYY HH MI SS AM MM DD YY MM DD YYYY MM DD YY MM DD YYYY MON DD YY MON DD YYYY MON DD YYYY HH MI AM MON DD YYYY HH MI SS AM YY MM DD YY MM DD YYMMDD YYYY MM DD YYYY MM DD HH24 MI SS YYYY MM DDTHHH24 MIE SS YYYY MM DD YYYY MM DD YYYYMMDD RIGHT NOW 250
170. Et Forwarded by a Rule 21 ad p anf Z G z 428 Transaction Descriptions Appendix B Table 116 Transaction Types and Table Associations Continued 2 ER LLN D ZN Ct D 3 9 J T VY Ko n Nn Ww Sl l wn e o l S SH B ao 2I oD O Table Association tbl S SIS gia sial SB By amp Elo Sl Ss 2 4 Ne eal o N aAA S Ta S A S 2 a gi amp al gll S S S y els S Ol ajl 2 ol Q S S g 2B s al al l alal El a 2 s p g a o S19 8 BAR a S 8 N S 8 8 a SIO SS Se l a LOAN OAA somal ea ete neg Transaction Type trans_type Quote Sent 22 a Opt In 23 E Sent 24 Completed 25 E Survey Disabled 26 a Advanced Mode 27 a a Mailing Error 28 Maing Seheauieaey Audience Goumed oy xfx ete PP PPLE EEE Quote Price Schedule X Changed 33 Quote Template Changed X 34 Invalid Email Flag Changed X 35 A29 The information contained in the ransactions table s attribute 1 attribute 2 attribute 3 and descrip tion fields vary depending on the transaction type and the type of record or item the transac tion is associated with The information in these fields is described in Table 117 Note These fields are not populated for all types of transactions or all combinations of transactions and records For example the attribute 1 field contains the IP address of the source of an incident creation but the value in this fie
171. Heading C Use predefined heading when available Description Available Columns Functions Expression E besa Current Dataset tri All Tables a fi Functions Figure 94 Adding a Count Column We will edit the column s expression to specify what records we want counted In this example we want to count the incidents in each queue 5 To change the name of the column you are adding type the name you want in the Heading field For our example you can type Number of Incidents 6 On the left side of the window expand Current Dataset and Incidents 7 Scroll down to Incident ID i_id and drag it to the text between the parentheses on the right side of the window We want to count this field since it is a unique identifier for inci dents no two incidents share the same ID number 8 Click the OK button to save the change and add the column to the report The new col umn will automatically display a count of all incidents in each incident queue The first output level of the sample report now has two columns displaying incident queues and the number of incidents in each queue RIGHT NOW 170 Creating Basic Reports Adding drill down levels Next we will add a second level to the report that you can drill down into to view details about the incidents in the queues For detailed information about adding output levels to reports refer to Adding additional output levels on page 328 Tip If you already have a report
172. J 3 Reference Subject Created F 4 Status Solved Status Unresolved 2 Assigned Account Barbara Runge Ss 060125 000054 My cell phone was stolen please deactivate 01 25 2006 07 14 4M U 060118 000456 How do I replace my phone 01 18 2006 11 34 AM 060123 000169 Conversa camera phone problems 01 23 2006 01 40 PM 060111 000111 Can we get a few more hard copies of the Conversa manual 01 11 2006 08 07 AM im Assigned Account Chad Hubbel 060109 000138 How do I sign up for your newsletter 01 09 2006 11 23 AM 2 Assigned Account Edward Lang C 060120 000073 Can I renew my contract 01 20 2006 10 03 AM 33 Assigned Account Jennifer Williams 060125 000099 Your account access page is down 01 25 2006 09 33 AM Assigned Account Ray Kizer pe 060105 000125 My cell phone was stolen please deactivate 01 05 2006 10 32 AM 060105 000065 I need help switching my contract 01 05 2006 07 43 AM in 060117 000236 I need help switching my contract 01 17 2006 04 34 PM fo 060109 000214 I need help switching my contract 01 09 2006 02 38 PM 060127 000029 Can you send me information about Gold Service 01 27 2006 07 14 AM G 060104 000134 Can I renew my contract 01 04 2006 10 46 4M ii 060109 000001 Can I renew my contract 01 08 2006 09 12 PM 060104 000136 Can I renew my contract 01 04 2006 10 49 4M Record Count 1303 Logged in as admin 1 303 Records RJ online 100 O _u Figure 88 Sample Rollups Report To define rollu
173. Limit Page Setup tab Click this button to limit the number of records that can be returned on the selected level Refer to Limiting records returned on page 290 The options on the Page Setup tab allow you to configure default printing options for the report You can also change the report s background margins and width This tab is also available when staff members view reports Refer to Page Setup tab on page 85 for a description of the options on this tab RIGHT NOW 192 Custom Reports Design tab The report design center s Design tab is available when you click a column text field excep tion or chart The Design tab also displays when you select a filter variable or table when using the data set view Note The Design tab is renamed to Text Field when a text field is selected Different buttons are shown on the tab depending on the item you select For example when working with a column buttons are available to add calculations configure data rollups and add comparison values When working with text fields you can change fonts margins and borders The Design tab for a column is shown in Figure 107 Ry A New Report RightNow CRM Coe Sarton x NY Home Display Insert Level PageSetup Design Format Options Hide X Delete A Report Rollup fs e love Up 27 abn RekaAn G m X 4 Move Left i Insert Before z x an d Move Down Edit Sort a a Options Report Roll
174. NOW 50 Analytics Explorers Table 13 Format Tab Buttons Description Continued Button Description Gradient Click this button to select the type of gradient you want for the background of the chart area section You can use gradient color to customize a background by blending two colors Your options are e None e Left to Right e Top to Bottom To select a gradient color to blend into the background color select Gradient Color to open the color menu Refer to Choosing colors on page 63 for information about selecting colors from the menu Font buttons Select the font font size and other attributes from these buttons Refer to Choosing font attributes on page 61 for information g pag about the available font options 13 To configure settings for a different chart type or subtype repeat steps 2 through 12 14 Save the new chart style Color Schemes explorer The Color Schemes explorer shown in Figure 19 lets you view standard color schemes used in conjunction with chart styles You can also copy standard color schemes and edit the cop ies Of you can create your own custom color schemes Color schemes you create can be cop ied renamed edited and deleted using right click functionality lo create a color scheme 1 Double click Color Schemes Explorer The Color Schemes explorer will open displaying the current color schemes Chapter 2 Color Schemes explorer 51 _ Copy lt
175. Open in Window Chapter 5 Click this drop down menu to specify how you want to open the drill down output level To replace the current output level select None To open the output level in a new window select the loca tion on the screen where you want the window to open by default You can choose Top Bottom Left or Right Report design center ribbon 191 Table 45 Level Tab Description Continued Group Button Grouping Description The buttons in this group let you configure result grouping for the drill down level Group Results Select this check box to group data on the selected level Refer to Result grouping on page 328 Change Group Order Click this button to change the order of the grouped output col umns Refer to Changing group ordering on page 329 Parameters The buttons in this group let you manage level and group filters and add record limits to the selected level Level Filters Click this button to view add edit or delete level filters Refer to Creating level filters on page 315 Group Filters Click this button to view add edit or delete group filters Refer to Creating group filters on page 316 Add Level Filter Click this button to add a level filter Refer to Creating level fil ters on page 315 Add Group Filter Click this button to add a group filter Refer to Creating group fil ters on page 316 Record
176. RIGHT ANALYTICS MANUAL NOW August 09 Analytics Explorers Creating Basic Reports Report Management Custom Reports Dashboards Enterprise Analytics RightNow Documentation A 9 Administrators wi Administrator Manual Navigation Sets System Configuration CTI Administration D Staff Members User Manual Common Functionality Staff Management Communication Configuration Screen Pop Contacts Workspaces Workflows Monetary Configuration Contact Upload Organizations Agent Scripting Database Administration Add Ins Tasks Customizable Menus External Suppression List Notifications Rig htN OW Business Rules Multiple Interfaces CTl Solution Custom Fields Outlook Integration Configuration Outlook Integration Bo o B 3 e j 2 Administrators Staff Members zo Admins amp ERS Designers Service Administrator Service User Manual Customer Portal Manual mane Configuring RightNow for Answers Customer Portal Content Library RightNow Chat Configuration RightNow Chat Setting UP WebDAV and Dreamweaver Guided Assistance Service Level Agreements Cloud Monitor Creating Templates and Pages I RightNow Wireless Offer Advisor Administration Offer Advisor Working with Widgets RightN
177. Refer to To add a column from the Column Definition window on page 253 for information about the Column Definition window Chapter 5 Adding charts to reports 307 Table 88 Select Source Data Description Continued Field Description Add a Column for the Drag one or more columns from Available Columns to this grid to use Category Value the column s as categories in your chart To remove a column drag it back to the Available Columns section or select the column and press Delete Note This option is not available for Pie Gauge and Funnel charts tl Up Arrow Select a column and then click this button to move the column up one position E Down Arrow Select a column and then click this button to move the column down one position Add One or Mote Series Drag one or more columns from Available Columns to this grid to use the column s as series in your chart To remove a column drag it back to the Available Columns section or select the column and press Delete Only numeric columns can be used as series Note This option is not available for Gauge and Line Bar Combo charts al Up Arrow Select a column and then click this button to move the column up one position a Down Arrow Select a column and then click this button to move the column down one position Define Series This section allows you to manually choose the output columns or col umn values to use for the series Note Thi
178. Refer to Chapter 6 Dash boards on page 359 for information about the dashboard design center Chapter 5 Data dictionary 209 To move the data dictionary 1 Click the data dictionary s title bar and drag it When you drag the data dictionary you will see positioning images appear Hovering over the various images will highlight portions of the report design center as shown in Figure 111 New Report global_85_st RightNow CRM age F Scheduling besot 2 Y X Add Filter Hd A Permissions BSRollups _ Add Variable Views Report Record Options Definition j Inline j Tables Filters Variables Add X X E Audit Log Editing gaslice gt Comparison Column Show Hide Data Set Api fa D 9 e3 2 2 lt Alle U i T 2 83 1 ew onin 100 U 3 Figure 111 Moving the Data Dictionary 2 Drop the data dictionary once the section where you want it is highlighted The design center will be updated to show the data dictionary in the new location Note Since the location of the data dictionary is stored to your personal settings it will remain where you placed it until you move it again RIGHT NOW 210 Custom Reports Report elements Chapter 5 Every report consists of items added to the report and configured using the ribbon design sutface and data dictionary Reports can have one or more output levels that contain report sections
179. Reference Subject Created Reference Subject 04 01 2007 01 35 AM 070401 000014 What kind of cable to download MP3s fram my PC to my phone 04 01 2007 04 48 AM 070401 000028 Call disconnects 04 01 2007 09 22 4M 070401 000030 Blocking calls to external area codes 04 01 2007 09 52 4M 070401 000042 I have a problem with my sales rep not returning my calls Figure 68 Example of Report with a Record Layout To select a layout 1 Click the Display tab and click the Data button 2 To display the report with a record layout select Display Data in a Record Layout 3 To display the report with a tabular layout select Display Data in a Tabular Layout Modifying report display options Report styles let you change the display options for specific areas of a report such as the title or data areas However if you want to change the margins width background and borders of the entire report or change how the report output is displayed you can do so by changing the report s display options These are modified using buttons on the ribbon or by using the tabs on the Display Options window The procedures in this section show you how to change dis play options on the Display Options window Note For descriptions of ribbon buttons refer to Ribbon options when viewing reports on page 78 Changing page options settings The Page Options tab on the Display Options window contains settings which control report widt
180. Searching in reports and analyzing output 0 0 00 000 90 SElECUMO CALE TANCES erekere r Ee nee awem neue sleet aes 93 Understanding date grouping output variables 94 Understanding incident performance intervals 95 Understanding the First Contact Resolution Rate 99 WnGersianding Teport CACO emy eee Wir E dete eal des 99 QUEWING TEPOMS oo 5 kde wali TE te eeeaath g oe ee eRe aa atte 100 Manua Ge UI Oreos anti Non aon tue Gee tease beats ae alts Bie ey ase basa os 100 AOMC GUCUING ee et ctv ue earl he oa eee Se dee eee a es 102 Qucwine TES int arera enea wedded sng hee hens onde Saw eos 103 Bless sab evan Ee bn de O16 4 Saare nee ee gee tne Tn ere reer ge 103 Wiewiie repot sacle GUGU saat tects cs ached ae arda ahi 103 Gpenine queue COO hs eei erei ae arte ete aa me Bete 104 Wsine quceticd feporis tick coir ne Sieh ee eee 105 R portdara bases ohn vc ers ie Pen foe eee Cale bas eas we ees 105 DIST DUNG SOPOlS 3 occu rueEr edbatnicnhs setues ah aGsee eens 106 Modifications made to distributed reports 0 000008 107 Ponne rpo er n r cas weet ae E want ew aed aeee ewes 107 Previe Win EPOS 54 tiene eee a Deel ae e ene eee ae 107 Ponte pOr parsi ee ee eE dees tone hehe tune aes een 109 Porvari pepo sateen ih se Batng ira dha hpi nls eens Ge eats at 111 Puplhshino repornirea eree na E a ser hc gt ana E hc a 114 Espor reportou scarce eee EEE E EE ENEE he aees 115 DCMECUINO
181. Status Type CRM State Select All V Select All V Unresolved V Service State Solved V Marketing State Waiting V Sales State Contact Email Address Contact Phone Number Contact First Name Contact Last Name Organization Name Agent Effectiveness Detailed Agent Interface v 4 v Select All v Logged In v No Value v Abby Parker v global hd Limit j Limitto 1000 rows Per Page Cancel Figure 210 Setting Default Filter Values RIGHT NOW 394 Dashboards The window displays the run time selectable filters comparison date offsets and variables that are in the dashboard s reports If any of the reports have identical filters comparison date offsets or output variables these will be grouped together You can also set limits on the number of rows returned on each page of the reports or the total number of rows the reports can return 3 Select the default values you want for the reports variables and filters 4 To set record or page limits on the reports select options in the Limit section of the Set Filter Values window a Select the Limit To check box b Type the number of rows to return c Select the Per Page check box to apply the entered row limit to each page of the report Note If the Per Page check box is not selected the row limit you enter restricts the total number of rows returned in the reports 5 Click
182. TEPOS ari enaa a A EEO EEN S 121 Addins alerts fo schedileSecurriire rie ee eed Git gh ea gas 127 Chanoine ptp opon ea EE S E T E AE 129 Changing report displays with Styles vandhu boat a tet nere 129 Selecting record or tabular layouts sssususararrurururunen 130 Contents 3 Modifying report display options 2 4 4 4250eeeescapressiasdiatehe 131 Changing page options Settings dad eded deed ees tt kendewe daa 131 Changing data display Options ceo cute es cen aoee hens eee 133 Changing report backgrounds y cu b oe ce heeee ae anw nee a eee 134 Addie bordas O Arpo coco ser po newer nna Aceaeeaese 136 Showing and hiding report sections 0 0 0 cece eee eee 138 Showing and hiding data exceptions 0 ce cee eee eee eee 139 Modifying report magnification ssssrssrsrerrrerrrreren 139 Chano mno Cala ODUOD sespe oer eraa REE 6 E 140 Selecting columns to display erisso presei i iieri i eai 140 Cane sort opos asi rrai E EA E once 141 UANO T IE eee eat ou E R 143 Addie pe WGA Eere pa ei G EEE ees 146 Sca EPOCI E op aaa aap a E E E E A E E a is 147 Denning shoe DUcCketS eiss ees tri rirr ESENE EEEE EEKEREN 151 Displaying data using cross tabs 2 0 cxco e suis vente e eee ened BuSe 152 Display ac rolhip level errre aa E a aes 155 PGi Output COINS 4242442 koma iaaea a aa e a E se 159 Saving and resetting report display settings 0 0 0 00008 159 Saving display and data settings eviaut aw widw shane o
183. Table and Join window from displaying again when editing the current report select the Do Not Show This Dialog Again check box If you then add another field that requires defining an intermediate table relationship you will need to define the relationship from the Data Set window Click the OK button to save the intermediate table join Changing table relationships 297 Changing table relationships If you create a report that returns data from multiple tables and find that the data you want is not being returned you may need to change the relationships of the report s tables You can change the order of the tables the join types connecting the tables and the specific fields that are linked together in the tables You can also delete tables that are no longer needed in the report Editing data set properties You can easily edit your report s data set to change the tables join types In addition if the tables can be linked by more than one field you can select a new field to link to To change the table join and linked fields 1 Click the Home tab 2 Click the Tables button to open the Data Set window Note When you open the Data Set window you will see the tables in your report and their relationships When two tables are inner joined displays next to the sec ondary table displays next to the secondary table of two tables that are outer joined incidents gt oF D iJ Change join options below
184. The buttons in this group are active only if a three dimen sional chart is selected Settings Click the buttons in this group to modify settings specific to charts that include bars lines or gauges Refer to Chart Styles explorer on page 33 for information about settings specific to each chart type Note The buttons in this group are active only if a chart with bar line or gauge properties is selected Colors Click the button in this group to select a color scheme for the chart Refer to Chart Styles explorer on page 33 for information about applying color schemes to charts The buttons available on the Design tab when editing a table from the data set view are described in Table 50 Table 50 Design Tab Table Options Description Group Button Desctiption Tables Click this button to open the Data Set window where you can edit the tables used in the report Refer to Managing table relation ships on page 291 Outer Join Click this button to join the selected table with the parent table using an outer join Refer to How join types work on page 292 Inner Join Click this button to join the selected table with the parent table using an inner join Refer to How join types work on page 292 Join Condition Menu Select the fields used to link the selected table with the parent table from this drop down menu RIGHT NOW 200 Chapter 5 Custom Reports The groups and
185. URL variable that contains a link for the data cell 9 Click the Finish tab Custom Script Editor Initialization Add code to retum additional rows x function rn analytics process _exit exit_obj array return exit_obj Cancel _ Figure 178 Finish Tab 10 Type the script that runs during the exit process This script is called after the rows have been processed The Finish script returns data in the exit_obj variable which is added to the report after each row of the Process script 11 Click the OK button to apply your custom script to your output level 12 To remove a custom script click the Level tab click the Edit button and click Remove Click Yes at the removal confirmation Linking reports Just as you can drill down into different levels within a report you can also drill down into another report or dashboard using report linking You can create links to a report or dash board from numerous reports making it easy to use a single report or dashboard as a drill down for a number of separate reports Linking reports is particularly beneficial when you need to create multiple reports with identical drill down levels since you can create a single report and link to it instead of re creating identical levels in multiple reports RIGHT NOW 338 Custom Reports Since linked reports do not need to use the same database tables you can access a large amount of data by linkin
186. Value field must be comma separated When using this opera tor with text fields the text strings in the Value field must be comma separated and each text string must be offset by single quotes For example red green orange is null The expression has a null value Note This operator is not available in run time selectable filters is not null The expression does not have a null value Note This operator is not available in run time selectable filters complex expression The expression matches the complex expression in the value The Complex Expression operator is available only with text field expressions Refer to the RzghtNow Administrator Manual for infor mation about complex expressions Defining logical expressions 319 Table 91 Filter Operators Description Continued Operator Description not complex expression The expression does not match the complex expression in the value The Not Complex Expression operator is available only with text field expressions Refer to the RzghtNow Administrator Manual for information about complex expressions Defining logical expressions When you add multiple fixed or run time filters at the same level in a report the filters are automatically joined together with a logical expression This defines how the filters should work together to return data By default the logical expression uses Boolean AND logic rather than OR logic Thus if you have a fi
187. Viewing report definitions Output and search criteria descriptions provide brief descriptions of a report and the report s search parameters However if you want to see details of all the report s components you can view the report definition This can be helpful if you want to see exactly how the report was created or determine if it will meet your needs The report definition includes the output and search criteria descriptions but also includes information about the tables output levels out put columns filters logical expressions sort orders report links and schedules used in the report You can print a report s definition and you can export the output to a file for later viewing Chapter 3 Opening reports 73 To view report definitions 1 Select a report on the Reports explorer and click the ribbon s View Definition button Or Open a report click the Home tab click the Definition button and select View The Report Definition window opens Tip You can also open the Report Definition window by right clicking reports in navigation lists or the Reports explorer and selecting View Report Definition GN Report Definition eh Print LQ Print Preview gal Page Setup 2g Export My Incident Trend AcId 210300 Tables Table Alias Join condition Type Stats stats Filters Type Name Prompt Expression Operator Value Run time selectable date_range Date Range stats stat_date between 06 01 2006 12 00 4M to 0
188. a E 2 D 3 co E E Bae Zan Bie 1 Incident Timeline Status Change to Unresolved tastes 4 7 FH HHU HH Figure 52 Interval Types aa L wre Po Saved Status Change to Resolved 4 H m Status Change to Unresolved EETA Edited by Agent 3 E Response Sent Status Change to Waiting Saved Status Change to Resolved Chapter 3 Searching in reports and analyzing output 99 Understanding the First Contact Resolution Rate The First Contact Resolution Rate FCRR is used in several standard Service reports and can be included in custom reports This calculation can be used to search by or display the per centage of incidents that were resolved after only one response To use the FCRR correctly it is important that you understand how the result is derived The FCRR is calculated by taking the number of incidents solved after one response by the agent and dividing this number by the number of incidents that were solved after one or more responses To ensure your agents performance is reflected in the FCRR some incidents and responses are not included in the calculation If an incident is solved without any responses sent the incident will not be included In addition responses automatically appended by rules are not included If an incident is responded to by a staff member then reassigned only the responses sent by the agent who solved the incident are included Understanding report caching
189. a color will automatically clear the No Fill check box thus enabling the other options Chapter 2 Text Fields explorer 59 Table 17 Fill Tab Description Continued Field Description Gradient Mode Click this drop down menu to select the positioning of the primary and secondary colors for the background Using gradient coloring lets you merge two colors None Select this option to use only the primary color as the fill color If you select None the Gradient Color field is disabled Top to Bottom Select this option to merge the colors from the top of the back ground to the bottom Left to Right Select this option to merge the colors from the left of the back ground to the right Gradient Color Bottom Color Right Color The text description for this option will vary depending on the gra dient mode you select Click this box to select a secondary color to merge with the primary color The fill colors will then merge using the method defined in the Gradient Mode menu For procedures on selecting a color refer to Choosing colors on page 63 Transparency Select a percentage to define how intense the fill colors are A set ting of 100 is completely transparent which prevents the fill col ors from displaying A setting of 0 has no transparency resulting in intense background colors The selected percentage is immedi ately reflected in the Preview area so you can easily scroll through the tr
190. able 40 Table 40 Cross Tab Window Description Field Available Columns Description This section lists the output fields included in the report available for cross tabs Fields from this section can be dragged to the row column and output fields or a field can be moved by selecting it and clicking the right arrow Row Fields Move fields to this section to define them as rows in the report Column Fields Move fields to this section to define them as columns in the report Output Fields Move fields to this section to define them as output fields in the repott Display Output Fields The options in this section let you define where the headers for the output fields should be in relation to the column fields Above Column Fields Chapter 3 Select this option to place the output field above the columns val ues Displaying rollup levels 155 Table 40 Cross Tab Window Description Continued Field Below Column Fields Description Select this option to place the output field below the column val ues Perform Cross Tab Calculations Select this check box to perform cross tab calculations An addi tional column will display for each cross tab calculation Clear All Click this button to clear all fields and reset the cross tab defini tion 4 Click the OK button to save the changes and generate the report 5 To remove cross tabs from your report click the Cross Tab button and
191. agement Contains procedures for using custom and standard reports A description of the report ribbon is provided along with procedures to search for items in reports and export print and queue reports This chapter also includes procedures to format reports using slicing cross tabs rollups and other options Chapter 4 Creating Basic Reports Contains procedures for creating a basic custom report Suggestions for planning reports before creating them are also provided RIGHT NOW 12 Introduction Chapter 5 Custom Reports Contains an overview of the report design center and proce dures to create custom reports on the design center This chapter also describes the content you can add to reports how to create filters to limit the data returned in reports how to for mat reports how to link to other reports and dashboards and how to change display options Chapter 6 Dashboards Contains procedures for creating dashboards how to search for records in dashboards and how to work with reports that are displayed on dashboards Chapter 7 Enterprise Analytics Describes Enterprise Analytics which allows creating and running reports that return or query data from RightNow databases and external data bases Appendix A Analytics System Configuration Settings Describes the system configura tion settings that can impact report performance and output Appendix B Transaction Descriptions Describes the contents of the d
192. ailable on a report s Home tab when viewing the report in a dashboard Definition Click this button and select View to view the report definition showing descriptions of the report s tables columns filters and other information describing the report s structure Click Export to export the definition to a file which you can import into another RightNow interface to copy the report Click Edit to open the report for editing on the report design center Refer to Viewing report definitions on page 72 and Exporting report definitions on page 74 For information about editing reports refer to Chapter 5 Custom Reports on page 175 Note This button is not available when viewing a report that was queued Refer to Queuing reports on page 100 Ribbon options when viewing reports 83 Display tab The display t ools allow you to adjust the fonts colors margins and other display settings in the viewed report The Display tab is shown in Figure 45 queue activity by incident RightNow CRM EN Home Display Page Setup aaa m T T Docked Filters 7 ReportHeader Sapata Pal lf Pagereport Y Fix Column Headers hart _sp Search Criteria nks Row Numbers Views Auto E z s Field Cross ibe 3 zi ae Exceptions Report Footer 4 output Descriptions Chooser Tab Exceptions Multiline Calculations View Format Sections Options Figure 45 Display Tab
193. al Resolved Measutres the interval between the incident first being responded to and first being set to the Solved status type Queue Initial Response to Initial Resolved Measutes the interval between the time an incident that is assigned to a queue is responded to and the time the incident is set to a Solved status type while in the same queue Final Waiting to Final Resolved Measutes the interval between the last time an incident is set to the Waiting status type and the last time the incident is set to the Solved status type RIGHT NOW 98 Report Management A graphical representation of the incident performance intervals is shown in Figure 52 Interval Types Ved Fi S esponse Que iti Ue Initial Response to Initial Reso Final Waiting to Final Resolved Initial Response to initial Resolved Incident Egit Queued to Initial Response Backiog Queued to De queyed to Initia Resolved Status Change to Reassignad Servicing Create to Final Resolved Last Assigneg to Final Resolve Create to Initia Assigned Create to Initial Resolved Assigned to Reassigneg ry wo amp i oF T 2 a Oo Assign to Response H ae p p Sl Eon lam pE Created A H H Assigned to Agent 1 en f Bn momo HU LI TE y ne A oe _ a ELA EE een E Bee E eee orem LL CC Ey EEE poni fa 1 a a Status Change to a _ EE E E Arrived in Queue 1 E p T
194. al expressions on page 319 RIGHT NOW 328 Custom Reports Adding additional output levels Once you configure the primary output level in your report you can add additional output levels also referred to as drill down levels that contain details about records in the first level These secondary levels are configured just like the primary output level and are accessed by clicking on records in the first level that act as links You can have multiple drill down levels in your report these can be linked to from the same output level or from sub levels of the pri mary output level Refer to Drilling down in reports on page 75 for information about using drill down levels when running a report Tip You can also add drill down functionality to reports by linking reports together Refer to Linking reports on page 337 When adding drill down levels to reports you can group data in one output level and then create a drill down level with more information about the group s data You can also create comparison periods graph data trends and specify data exceptions and choose to graph your data and specify the type of chart used in the report For example you could create a report listing all unresolved incidents in your knowledge base grouped by the queue they are associated with The report s first output level could display every queue and the number of unresolved incidents in the queue You could then create a second
195. al survey or website link Kexport A utility for exporting either single tables or an entire database from a RightNow application Keywordindexer A utility that creates an index of the keywords found in incidents answers file attachments and documents indexed by the Web Indexer The keyword indexes are used when searching incidents answers file attachments and other indexed documents See also Web Indexer Kimport A utility for importing data either sin gle tables or an entire external database into the RightNow database Knowledge base All information such as answers incidents contacts organizations oppor tunities products staff accounts tasks mailings and campaigns maintained and presented by RightNow in a meaningful way knowledge base also refers to the interrelationships among the pieces of information 449 Knowledge engineer The staff member responsible for populating and maintaining the answers in the knowledge base for RightNow Ser vice Responsibilities may include identifying when answers should be added editing proposed answers and reviewing existing answers to keep them current Langcvt A utility for changing the language pack in RightNow from English to an alternate language pack This utility converts the message bases and prepopulated knowledge base to the new language Language The language for a specific interface that determines in part what answers are visible for
196. ales quotes sales products staff accounts and tasks Custom fields appear when adding and editing records depending on the type and visibility they may also appear on the customer portal RIGHT NOW 442 Custom report A report that is created by copy ing and editing one of the standard reports in ana lytics and saving it as a new report or by combining data from selected tables in RightNow to create a new report Custom reports can include customized output data computation and sched uling Customer A contact or organization that has a service or purchase history in the RightNow knowledge base Customer account Information consisting of a user ID and password that allows customers to access cettain functions on the customer portal such as Ask a Question and My Stuff Customers can create a customer account when submitting a question this adds a contact record to the knowl edge base Customer portal Sce RightNow Customer Por tal Customer Portal Studio A software develop ment framework for integrating an organization s web site with RightNow elements that provide customers with access to the information in the knowledge base The Customer Portal Studio pro vides templates pages widgets and other tags as well as a tag gallery that contains code and other information about standard RightNow widgets and other elements It also includes the WebDAV pro tocol for file management and an extensio
197. alid 1 Set to Invalid e Password 36 This indicates if the password was manu ally changed or reset 0 Changed 1 Reset Attribute 2 id2 The following describes the contents of this field for each transac tion type The number in parentheses is the type s ID number e Assigned 4 This is the staff member the record is assigned to e Status Changed 6 This is the group the staff member who performed the status change belongs to e Response Sent 8 This is the group the staff member who sent the response belongs to e Forward 14 This is the group the staff member who for warded the record belongs to e Message Send Failure 15 This indicates the reason for the mailing error 1 Unknown 2 Message disabled 3 No escalation action 4 Fscalation disabled 5 Message queued 6 SMTP error 7 No valid recipients 8 Empty thread Continued on the next page RIGHT NOW 432 Transaction Descriptions Table 117 Attribute and Description Fields Continued Field Description Attribute 2 id2 cont e Queue Changed 17 This is the queue the incident was previously assigned to e Stage Changed 18 This is the strategy the opportunity was changed to e Quote Sent 22 This is the group the staff member who sent the quote belongs to e Opt In 23 This indicates the type of the opt in flag 1 Custom field 2 Global opt in flag e Quote Template Changed 34 This is the template used by t
198. ally save inline edit changes Select columns you wish to make available for editing M Incident Activity l C Assigned Account v Figure 186 Editing Options Window 4 Enter field information described in Table 95 Table 95 Editing Options Window Description Field Description Allow Inline Editing Select this check box to enable editing from the report Selecting report options 353 Table 95 Editing Options Window Description Continued Field Description Automatically Save Inline Select this check box to enable the Auto Save feature by default Edit Changes Refer to Saving changes to the server on page 164 for informa tion about Auto Save Select Columns You Wish Select the check boxes next to the report s columns that you want to Make Available for to make available for editing Editing Note Reports with multiple output levels show all output levels in an expandable tree Only columns that return unique editable val ues from database fields are available for editing For example a column that returns the staff account an incident is assigned to will be available for editing whereas a column that returns incident cre ation dates or a count of incidents will not be available 5 Click the OK button to save the editing options Selecting report options Once you create a report you can change several options that impact who can use the report and how the report functions This section
199. and Third party screen pop Script aA control that can be added to a custom workspace to help staff members enter record information in a logical order Scripts can contain multiple pages with fields and other controls as well as branching logic to guide staff members to different pages based on actions they take on a script page Search and selection criteria The run time selectable filters and sorting options that can be defined when searching for a particular record See also Run time selectable filter Search index A matrix that includes a list of important words within a document and their doc ument of origin allowing efficient searching In some cases the matrix is a database table in other instances the matrix is a file stored on a hard drive For a word or phrase to be searchable within an incident answer file attachment or external docu ment it must first be indexed Secure email Incoming and outgoing email that has authenticity the sender is who it appears to be integrity content has not changed during transmission and privacy only the intended recipient can read it Seeding The initial set of answers in the knowl edge base Segment The criteria for creating dynamic lists of contacts based on user defined filters Multiple filters can be created and logical expressions can be used to create the exact data set needed to target contacts Once a segment is created it can be used in broadca
200. and each section can contain text fields images charts and output columns The data shown in charts and output columns in each output level is impacted by the filters vari ables and comparison date offsets you add to the report Each of these elements is described in this section Output levels Fach custom report has at least one output level and each output level contains one or more report sections and can have unique filters variables and comparison date offsets If your report has drill down levels you will add a separate output level for each drill down level Refer to Drilling down in reports on page 75 for a description of the drill down feature and Adding additional output levels on page 328 for information about output levels Important The output level you are currently viewing on the design surface is shown in the Level drop down menu at the top of the design surface If your report has mul tiple output levels you select the level you want to view from the drop down menu Report sections Report sections store the content you add to the output level such as docked filters headers footers descriptions charts tabular data and data exceptions Some sections are designed to contain text fields such as the report s title and others are designed to display non tabular data such as charts The sections you should include in each output level are primarily deter mined by the report s audience and the output
201. and opened in third party applications are subject to the functionality of those applications We recommend that you review the version of your application to ensure it supports current functionality Refer to your software s user manual for information about configuring your application Table 31 Export Format Options Field Description HTML This option exports the data to an HTML encoded document which is compatible with exporting images and charts Reports can be exported using absolute or relative HTML layouts Refer to Table 32 on page 118 for more information Field PDF Exporting report output 117 Table 31 Export Format Options Continued Description This option exports the report data as a PDF file which is compat ible with exporting images and charts When you select this option you can choose to set the file s page width automatically or use the options on the Page Setup window Refer to Table 32 on page 118 for more information Excel This option exports the report data in Microsoft Excel format Note When exporting in this format the version of Microsoft Excel installed on your workstation is automatically checked and the report is exported as an x s or x sx file depending on the ver sion XML This option exports the report data in XML format Image This option exports the report data to a jpg image file which is compatible with exporting images and charts Delimited
202. and opera tors and can be customized when running a report and by customers on the Preferences section of the Edit My Profile page S MIME Secure Multipurpose Internet Mail Extensions A standard for sending secure email messages that can verify the sendet s identity S MIME emails can be encrypted for security and signed to verify authenticity 459 Safe mode A login method that allows staff members to log in to RightNow without activating add ins Safe mode is available after malfunction ing add ins have prevented administrators and staff members from logging in See Add in Sales period The period of time used to track the revenue goals assigned to each sales represen tative The default sales periods are annual semi annual quarterly monthly and weekly Sales product An option for identifying items or services sold by an organization Sales products can be added to quotes and promotions Sales products custom field A field for gather ing and displaying additional information about sales products Sales products custom fields appear on the Details tab of the Sales Product editor Sales quotes custom field A field for gathering and displaying additional information about sales quotes Sales quotes custom fields appear when sending a quote with an opportunity Sales representative A staff member who may be assigned opportunities and who may also main tain contact and organization records Sampl
203. anner and the same methods are used to search for information in the reports When searching for information or analyzing the results returned in reports you will see that the reports share several common features and the same tools are used to modify the reports appearance share the reports with others and work with the records shown in the reports This section explains how to open reports search for information and identify elements in reports you should be familiar with This section also describes common features you will encounter when using reports Opening reports Chapter 3 Staff members with the appropriate permissions can open standard and custom reports from the navigation pane or from the Reports explorer Reports are opened from navigation lists by double clicking the report names in the lists Opening a report from the Reports explorer is just as simple Once a report is open you can view brief or detailed descriptions of the report to see infor mation provided by the report s creator or to view descriptions of the reports components Some reports also include drill down levels you can access to view more detailed information To open a report from the Reports explorer 1 Click the Analytics button on the navigation pane 2 Double click Reports Explorer The explorer opens on the content pane with the folders tree on the left and a detailed list of the selected folder s contents on the right Opening report
204. anner but you can also configure them to display on a new tab or in a split window that also shows the parent report For information about adding output levels to custom reports refer to Adding additional output levels on page 328 For information about adding links to other reports or dash boards to a report refer to Linking reports on page 337 Selecting report or layout views When you open a report you can choose to view it using a layout or report mode The report view is used by default and lets you look at the report s data print the report and work with the report s records if you have permissions to do so However you cannot add column calcu lations or adjust column formatting options using the report view Most staff members will only need to use the report view when they look at a report You can also look at the report using the layout view The layout view lets you select individ ual columns in the report and apply formatting options to the columns For example if you wanted to add conditional formatting to a column to highlight data that met certain criteria in the column you could change to the layout view select the column and configure conditional formatting for the column To select the report or layout view 1 Open a report By default the report opens in the report view 2 Click the ribbon s Display tab 3 Click the arrow on the Views button and select Layout View to change the view 4 To
205. ansparency percentages to find a value that best suits your needs Preview This area provides a sample of how the fill colors you select will appear on the text field s background 11 Click the Borders tab to define the borders for the text field RIGHT NOW 60 Analytics Explorers This text field is available for use in all reports In the report designer you can access this field by clicking on the Text Field button in the Insert tab Instances added to a be glia wil be oa a ashi of this text field Therefore changes made to this text field will not be reflected in previously added iJ Choose the appropriate line settings and then click on the preview surface or click on the application buttons to aey the border Color Style Weight Neri Preview None Figure 29 Borders Tab for a New Text Field 12 Enter field information described in Table 18 Table 18 Borders Tab Description Field Description Calor Click the color box to select a color for the border For procedures on selecting a color refer to Choosing colors on page 63 Style Click this drop down menu to select one of the following border styles Solid Dashed Dotted Double Inset Outset Groove Ridge Rounded or Separator The Separator option lets you add empty space around the text field Weight Click this drop down menu to select the pixel size of the border The border weight can be from
206. any records Automatically refresh report at a regular interval Options in this section let you configure automatic refresh of the report s data to ensure the most recent data is displayed Auto refresh options visible at run time Select this check box to add an arrow on the Home tab s Refresh button Clicking the arrow displays options to enable or disable automatic refresh and to change the refresh interval time When this check box is not selected the report s data is refreshed only when the button is clicked RIGHT NOW 358 Custom Reports Table 97 Edit Settings Window Description Continued Field Auto refresh enabled by Description Select this check box to enable automatic refresh of the data shown default on the report Interval Enter the number of seconds after which the data shown on the report will be automatically refreshed Image Click Change to select a different image to display next to the report in lists such as navigation lists The image that is displayed by default is determined by the layout selected when creating a new report When selecting an image you can choose from a list of standard images or from custom images that have been added in the Images explorer Refer to Images explorer on page 52 for procedures on adding images Data Source Select which database you want the report to run on Note This option is available only if your site has a replicated d
207. appens when an object answer contact incident chat session opportunity organization target or task meets the rule s conditions Rules can contain multiple actions An action is also a component of a campaign Actions can perform one of nine functions in a campaign including sending broadcast and transactional mailings exe cuting external events adding contacts to lists and notifying staff members Action atrow An arrow on a workspace field or control that displays available editing options Activate A process that is manually run after making changes to a state function or rule in a rule base to check for errors archive the current tule base and convert the edited rule base to the active rule base See Business rules and Rule base 435 Active One of the default opportunity statuses and status types An opportunity with the Active status is currently advancing in the system toward a sale Add in A custom NET component that is loaded and activated by RightNow to add new fea tures and integration capabilities Add In Manager A utility for adding updating and deleting add ins in RightNow The Add In Manager is also used to set add in permissions for each RightNow interface See also Add in Administration buttons The buttons on the navigation pane associated with RightNow s administration options Common Configuration Service Configuration Marketing and Feedback Configuration and Sales Conf
208. ar answer is updated Customers can also sign up for notification whenever any answer associated with a specific product or category is updated API application program interface An inter face that allows programmers the ability to com municate with the RightNow database The API includes functionality to create update delete and retrieve answers contacts hierarchical menus inci dents opportunities organizations quotes SLA instances staff accounts and tasks Application button The button at the top left of the RightNow Console for accessing the appli cation menu 437 Application menu A list of options for working in the RightNow application including access to other areas of the product and shortcuts to adding records and items in RightNow The application menu also provides access to options for changing personal settings and password and customizing the content pane and navigation pane display Staff members can also exit their RightNow application from this menu Ask a Question A link on the Support Home page that customers can click to submit a question when they cannot find an answer in the knowledge base This component of RightNow Service is restricted and requires a customer account See Customer account AT command A Windows command used to schedule when processes including utilities are automatically run Audience All of the contacts belonging to the lists and segments associated wi
209. arch Criteria ue Links Row Numbers Auto Vv en Fie Cross aoa gt id Format Exceptions saa Output Descriptions Chooser Tab Exceptions V Multiline Calculations E E Format Sections Options Show Hide Figure 104 Report Design Center Display Tab RIGHT NOW 188 Chapter 5 Custom Reports For descriptions of the buttons on the tab s Format Sections and Options button groups refer to Display tab on page 83 The buttons on the Display tab s Show Hide group are described in Table 43 An example of the report design center with these options enabled is shown in Figure 101 on page 182 Table 43 Display Tab Show Hide Group Description Button Description Show Rulers Click this button to display horizontal and vertical rulers when designing the report to provide a perspective on the report s size Show Rule Lines Click this button to display horizontal lines separating the report sections displayed on the design surface Show Field Outlines Click this button to display borders around the fields you add to the repott Show Section Headers Click this button to display a heading above each report section Show Grid Click this button to display a grid in the report s header and footer sections to help you align items you add to the sections You can also select the grid size you want to use Insert tab The Insert tab allows you to add columns charts and data exceptions to your re
210. arrow Medium Wide and Custom Selecting Custom lets you specify the number of pix els for the top bottom left and right margins Width Click this button to select the width of the entire report The avail able options are Best Fit and Fit to Window Design tab When viewing a report in the layout view you can select a column and select options on the Design tab to change how the data in the column is presented For example you can add cal culations to the column or roll up the column s data The Design tab is shown in Figure 47 IE Column Ay ee Home Display PageSetup Design Format Li Hide A Report he love U 4 M Z aN J os eel Move Left an AX a M i Sort Hh Options Rollup A Slice amp Move Right a a 53 Options amp 3 Options v Arrange Sort Calculations F Rollup Slice Figure 47 Design Tab Ribbon options when viewing reports 87 The groups and buttons on the Design tab are described in Table 24 Table 24 Design Tab Description Group Button Desctiption Arrange The buttons in this group let you move and hide the selected col umn Note To show hidden columns right click the header of a visible column select Insert Hidden Column and select the column you want to show Sort Click this button and select Sort Ascending or Sort Descending to sort the data in the report by the values in the selected column Refer to Changing sort options on page 141 Calculation
211. ary table drag the table onto the pri mary table The tables will automatically be joined and the new table relationship will be displayed on the Data Set window Adding and editing charts You can add charts to your reports to provide the audience with graphical representations of the report s data Using charts you can clearly compare data or highlight trends or patterns in the data For example a pie chart could show comparisons in the number of incidents assigned to staff accounts in the previous week or you could use a bar chart to view patterns in sales opportunities generated during the previous quarter An example of a chart displayed in a report is shown in Figure 158 RIGHT NOW 300 Custom Reports r C My Incident Trend global_84_sat RightNow CRM x Home Display Page Setup C Q A n F Search Refresh Reset Auto l Sort il gt Forward Rollups Ea Default Settings r Count 5 Logged in as admin 5 Records Figure 158 Adding charts to reports Chapter 5 Export Sie Filter WO Slice Definition Data Set Analyze Report i Reports Explorer My Incident Trend 4x 9 Incident Trend Incident Trend F E Created ME Solved 2006 1 MB Max Backlogged MMM Responses i 2006 2 im 2006 3 9 moseas Ga 2007 1 Se 0 20000 40000 60000 amp Interval Created Solved Net Max Backlogged Responses 20064 17528 17312 216 4905 7831 a4 2006 2 15470 153
212. as the proper permissions these commands will be available at runtime For each level you can specify the default record type for any action links and also the default action for when the user double clicks on a report row Reset All H A D Flow R Contact iol New HM New Contact eM New Incident tf New Opportunity Open v Open Separately 4 US Cory X Delete Print A Assign V Email v Incident v New Open Open Separately W U Copy v JK Delete Print ES Forward Assign Propose Fill Inbox Mailing Organization 5 Opportunity A Level Grid Report Default Record Incident Figure 184 Selecting Record Commands to Include on a Report Default Action Open v Customizing record commands 349 2 To remove a record command from the current report level expand the record commands list to find the command you want to disable and clear the check box next to the com mand 3 To quickly restore the default record commands for all levels in the report click Reset All 4 Click the OK button to save your changes Customizing record command actions You can further customize the record commands in your report by selecting the record type that actions are performed on when you click record command links or double click the report s rows The
213. ashboard s description Refer to Adding dashboard descriptions on page 378 Show Hide The buttons in this group let you show or hide different parts of the dashboard design center Showing the reports explorer lets you select reports to add to the dashboard You can also add rulers rule lines field outlines section headers and a grid to the design sutface to help you create your dashboard Refer to Understand ing dashboard design center components on page 369 for infor mation about these options Items The buttons in this group let you remove a selected report or a report placeholder from the dashboard and let you show or hide the title of the selected report when the dashboard is generated Note The Remove button is disabled when the only report on a dashboard is selected Dashboard Tab The buttons in this group let you add delete rename and move dashboard tabs Refer to Adding tabs to the dashboard on page 377 RIGHT NOW 366 Dashboards Page Setup tab The options on the Page Setup tab allow you to configure printing options for the dashboard These options are applied only when printing Figure 193 shows the Page Setup tab E Home Page Setup E A A Page Header Page Footer Print Size Landscape Marginy Print to Fit Print E Figure 193 Page Setup Tab The groups and buttons on the Page Setup tab are described in Table 100 Table 100
214. at session queue Checksum A calculated value that represents the content of a block of quoted text This value is sent within the block quote tags of the email mes sage and is used to determine if text has been added to the original message See also Block quotes and Techmail Choice question A question type that allows customers to choose their answer from a menu radio button check box or list Click Once installer A utility used to install the RightNow Smart Client on staff members work stations See also MSI and RightNow Smart Client Client The interface that displays on a cus tomer s computer when submitting a request to chat with a RightNow Chat agent Clone To create an exact copy of an existing interface Closed One of the default opportunity statuses and status types An opportunity with the Closed status has resulted in a sale Clustering An automatic process that groups the knowledge base into clusters of related answers and labels each cluster group with keywords that define those answers See also Data mining Co browse A feature in RightNow Chat that enables agents to guide customers through web pages using the mouse pointer to demonstrate actions See RightNow Chat RIGHT NOW 440 Color scheme A collection of colors that can be applied to chart styles Multiple colors can be defined and combined into one color scheme Charts that use the same scheme use the
215. ata shown on the report and apply auto filtering rollups and slicing to the data Sort Click this button to open the Sort window and select which output columns to sort by and the sort method Refer to Changing sort options on page 141 Rollups Click this button to select rollup options and open the Rollups window Refer to Displaying rollup levels on page 155 Slice Click this button to slice the data in the report Slicing lets you group tabular data that shares common values in fields included in the report Refer to Slicing report data on page 147 Data Dictionary Click this button to hide or display the data dictionary at the bot tom of the report design center You can select fields from the database to use in the report from the data dictionary Refer to Data dictionary on page 207 for more information Data Set The buttons in this group let you add or edit columns tables fil ters variables and edit comparison date offsets Tables Click this button to view the tables used in the report change the joins used between the tables add and delete tables from the report and add join filters Refer to Managing table relationships on page 291 Filters Click this button to view add edit or delete report filters Refer to Creating report filters on page 313 Variables Click this button to view add edit or delete variables Refer to Variables on pag
216. atabase s transac tions table This data can be used in custom reports to find and return information about events that occur to incidents contacts opportunities and other records on your site Documentation conventions Chapter 1 As you work with RightNow documentation you will notice certain conventions used to con vey information To help you become familiar with these conventions the following table contains examples and descriptions of the conventions used Convention Description lt angle brackets gt as in Indicates variable information specific to your http lt your_site gt custhelp com RightNow application RightNow Common gt CTI gt General gt Indicates the path to access a configuration setting CTI_ENABLED or message base beginning with the category and ending with the specific configuration setting or message base Click the Application button and select Help gt Indicates the multiple selections necessary to Help Contents access an option or action from a tiered menu Asterisk preceding field names in tables Indicates that the field is required You cannot save a record report or file until you fill in all required fields Note In RightNow required fields are flagged with an asterisk or the field name appears in red text or both RightNow August 09 documentation 13 Convention Description Key combinations such as Indicates that more than one key must be pressed Ctrl Shift Tab
217. atabase For information on replicated databases contact your RightNow account manager Report Database Select this radio button if you want the report to run only on your replicated database This option is helpful if your report queries a large amount of data since the query size restrictions on replicated databases are more relaxed than those on operational databases Operational Database Select this radio button if you want the report to run only on your operational database This option is helpful if you need the report to return the most current data available Notes Type any text you want to add as a note to the report The note will display on the Edit Settings window but will not display to anyone viewing the report 4 Click the OK button to save the report options Chapter 5 359 6 Dashboards When viewing standard or custom reports you generally open reports one at a time and search for data in only the report that is active However you can view and search for data in several reports simultaneously by adding them to a dashboard Each report in a dashboard retains the same functionality as if you opened the report separately allowing you to easily access and work with a variety of data from one dashboard Dashboards are particularly useful for managers who need to view a wide range of data from different reports Using dashboards eliminates the need to open a large number of reports individually
218. ating data exceptions on page 284 for information about the window Delete Click this button to remove the selected exception from the report Move Up Move Down Click these buttons to move the selected exception up or down in the list of exceptions Refer to Ordering data exceptions on page 289 for information about exception order Insert Before Insert After Click these buttons to open the Exception Editor window to add a new data exception before or after the selected exception Refer to Ordering data exceptions on page 289 for information about exception order Tabular Display The options in this group let you configure the tabular display for the selected data exception Refer to Creating data exceptions on page 284 for information about data exception options Show Notifications Click this button to show the selected exception at the bottom of the report s tabular data Show Criteria Select this check box to display the exception criteria For example if the data exception marks opportunities that are still active the criteria would display opportunities status_id Active Meeting Criteria Select this check box to show the percentage of data in the report that meets the specified exception criteria This will display at the bottom of the report in the Data Exceptions report section Not Meeting Criteria Select this check box to show the percentage of data in the report
219. ations and the number of incidents they have opened before January 1st You also want to return any organizations even if they have not submitted any incidents so you need to join the zcdents table to the orga nizations table with an outer join Using an inner join would prevent organizations that have no associated incidents from being returned in the report You would then add a join filter of incidents created lt January 1st If you also wanted incidents created after March 1st you would add an OR join filter of zncidents created gt March 1st to the first filter Thus your join filters def inition would be zncidents created lt January 1st OR incidents created gt March 1st The method of adding join filters is similar to that for adding report filters However unlike report filters join filters allow you to use either a constant value as report filters do or an expression you create from the database fields and the functions described in Table 66 on page 246 Creating join filters 325 To create join filters 1 Click the Home tab while editing a report that has multiple tables 2 Click the Tables button 3 Select the table you want to add a join filter to 4 Click Join Filters The Data Set window will display the Join Filters section Important Join filters are not applicable to tables joined with an inner join Tables joined with an inner join will not have the Join Filters option Data Set accounts gt ae
220. ault Settings button and select Save as Default Resetting display and data settings You can remove a report s display and data settings that are stored on your workstation Once you do so these settings will return to the defaults defined in the report To reset display and data settings 1 Open a report which has display and data settings stored on your workstation 2 Click the Home tab 3 Click the Default Settings button and select Restore A warning message will display asking if you are certain you want to restore the default settings 4 Click the Yes button to delete your personalized report settings from your workstation Editing data inline 161 Editing data inline When a report displays unique records such as incidents or opportunities the Inline Editing feature lets you edit the values in columns shown on the report without opening the records Individual values can be edited directly from the report or you can edit values in multiple records For example if a report shows the staff member an incident is assigned to you can change the assigned staff member from the report without opening the record or you can reassign several incidents shown on the report to a selected staff member Important In order for staff members to edit records using inline editing their profile must include permission to edit records inline and permission to edit the type of records returned in the report In addition inline editing must b
221. ayed on the image s borders The image will be resized as you drag the handle RIGHT NOW 228 Custom Reports Adding text fields to report sections You can add standard text fields or custom text fields you have created in the Text Fields explorer to the Page Header Report Header Report Footer and Page Footer report sections Refer to Text Fields explorer on page 54 for information about creating and editing custom text fields in the Text Fields explorer To add a text field to a report 1 Click the Insert tab and click the Text Field button to open the list of text fields shown in Figure 119 The window displays standard text fields such as Title and custom text fields such as RightNow Technologies The text fields default fonts colors and other attributes are reflected in the display a em jl DK el SS le ee Sa z Line Line Area Bar ightNow Technologies New Text Title Sub Title CurrentDate Record Count NumberOfRecords Page PageNumber of NumberOfPages Figure 119 Text Fields List 2 Click the text field you want to add to the report The text fields list will close and the cur sor displays with a small version of the text field when you hover over report sections that accept text fields 3 Click the report section where you want to add the text field The text field will be added to your report as shown in Figure 120 Chapter 5 Adding image
222. backgrounds or header images in these sections Refer to Images explorer on page 52 for information about using the Images explorer Adding images and text fields to reports 227 To add an image to a report section 1 Click the Insert tab 2 Click the Image button to open the list of images available in the Images explorer ol SS Ua am e Li ie Pie Line Line Area Sai As m Y X v h Bar v x iz progress75 S 41 pixels x 13 pixels question_mark 16 pixels x 16 pixels RIGHT Right NOw N OW 85 pixels x 78 pixels TECHNOLOGIES Q status blocked 16 pixels x 16 pixels gt status inprogress 16 pixels x 16 pixels status notstarted 16 pixels x 16 pixels Figure 118 Example of Images List 3 Click the image you want to add The images list will close 4 Mouse over the report section where you want to add the image The image name will dis play when the cursor is over a section that can accept an image 5 Click to place the image in the report section you select 6 To move an image you have added to a report section drag the image to the position where you want to place it in the section Note To move an image from one report section to another both sections must have Automatic layout enabled Refer to Editing section layout properties on page 224 7 To resize an image you have added to a report section click the image to activate it and then drag one of the handles displ
223. be processed by the server If there are other reports in the queue that have not yet been processed your report will be placed at the end of the queue You can see the reports that are in the queue using the My Queued Reports and Reports Waiting in Queue standard reports located in the Reports explorers Public Reports gt Common gt Site Administration gt Reports folder RIGHT NOW 104 Report Management My Queued Reports shows you the reports you have queued and not yet viewed When you view this report you will see that queued reports can be in one of three states e Waiting Reports in this state are waiting to be run on the server You can remove reports from the queue that are in this state e Processing Reports in this state are currently being run on the server You cannot remove reports from the queue that are in this state e Complete Reports in this state have been run on the server and are ready to view You can remove reports from the queue that are in this state without viewing them Reports Waiting in Queue shows you all the reports that are in the queue waiting to be pro cessed regardless of who queued the report Staff members with the Analytics Administrator profile permission can remove reports from the queue using this report if necessary Opening queued reports When the database server has run a queued report and it is ready to view you will receive a message in a toast notification and in your list of n
224. ble are Standard Report with Chart and Chart Report Layouts can be selected on the Getting Started window when creating reports shown in Fig ure 98 on page 177 or from the report design center s ribbon Layouts selected from the Get ting Started window are applied to all the output levels added to the report and layouts selected from the ribbon are applied to individual output levels Refer to Opening the report design center on page 176 for more information about adding layouts from the Getting Started window The following section describes how to apply a layout to individual output levels To apply a layout to an output level 1 If your report includes more than one output level select the output level the layout should be applied to from the Level drop down menu at the top of the design surface 2 Click the Home tab 3 Click the Report Layouts button to open the report layouts menu Chapter 5 Applying report layouts 217 Standard Report Title Sub Title Group Date Com Orremy Gapi 1 7 2008 sia Standard Report with Chart Title Sub Title Figure 113 Selecting a Report Layout Click one of the layouts to apply it to the current output level The predefined layouts are described in Table 56 Table 56 Report Layout Options Layout Description Grid Report Select this layout for an output level with the Docked Filters Page Header Data Area and Page Footer report sections Standard Report Se
225. buttons available on the Design tab when editing a filter or variable from the data set view are described in Table 51 Table 51 Design Tab Filters and Variables Options Description Group Button Desctiption Edit The buttons in this group let you modify filter properties and the logical expression combining filters Edit Click this button to open the Edit Filter window from which you can edit the filter s properties Refer to Specifying filters on page 312 Logical Expression Click this button to open the Edit Logical Expression window where you can modify the logical expression combining the report filters level filters or group filters The type of filter you select determines which logical expression you can edit Refer to Defin ing logical expressions on page 319 Arrange The buttons in this group let you add remove and order filters and variables Add Click this button to open the Add Filter or Add Variable window to add a new filter or variable Refer to Specifying filters on page 312 for information about adding filters and Creating variables on page 238 for information about adding variables Note The type of filter you select determines whether you add a report level or group filter Delete Click this button to remove the selected item from the report Move Up Move Down Click these buttons to move the selected run time selectable filter or variable up or
226. can access the report by running the standard report My Queued Reports Figure 54 Estimated Delivery Time for a Queued Report Note The time displayed is an approximation of how long it will take to process the queued report or dashboard However if there are other reports or dashboards in the queue it can take longer than the displayed time to process your queued report or dashboard 4 Click the OK button to close the window For information about viewing reports in the queue and opening queued reports that have processed refer to Viewing queued reports on page 103 RIGHT NOW 102 Report Management Automatic queuing Chapter 3 When you attempt to open a report the database query for the report is checked If the sys tem determines that the query will likely take too long to process the Unable to Process Report message asks if you want to queue the report Unable to Process Report This query requires too much processing time to complete You can reduce the amount of processing time by refining your existing search criteria and or adding new search criteria to the report definition Would you like to queue the report with the current search criteria if you choose to cancel the report no data will be retumed Figure 55 Choosing to Queue a Report If you want to attempt to run the report using different search parameters click the Cancel button and the reports Search window will open If you want to q
227. can also delete the selected level or add cus tom scripts or drill down levels to the level Edit Click this button to open the Level Settings window where you can configure all level options for the selected level Refer to Adding additional output levels on page 328 Delete Click this button to delete the selected level This option is not available for the top level of a report Note All columns and drill down levels in the level will also be deleted when you remove the level Add Drilldown Click this button to add a drill down level to the selected level Refer to Adding additional output levels on page 328 Custom Scripts Click this button to add a custom script to the selected level Refer to Adding custom scripts to output levels on page 335 Drilldown Settings The options in this group let you select the drill down filter and link for the level Refer to Configuring recursive drill down levels on page 333 Drilldown Filter Click this drop down menu to select the output column or col umns to use as the filter for the new level The drill down filter determines the data set that will be displayed in the drill down level Drilldown Link Click this drop down menu to select the output column that will be clicked on to open the drill down level You can also select Entire Row to open the drill down level by clicking anywhere on a row in the parent output level
228. can be configured to send messages in the most efficient manner for an organization Mailing A collection of one or more messages sent to one or more contacts A mailing can con tain multiple messages for testing purposes Mailing status A method of tracking the state of a mailing The default mailing statuses include Draft Launched Scheduled Preparing to Send Sending Suspended Suspended by Error Can celed and Completed Manual policy A pull policy that enables agents to manually pull incidents into their inbox from any queue designated in their profile Manually related answer A relationship between two or more answers manually defined by a staff member Market testing A method for testing different message formats in mailings on a percentage of the audience before launching a final email Market testing is available in even split and sampling modes See Even split mode and Sampling mode Mask A defined pattern that determines the for mat of information that can be typed in a field Matrix question A question type for displaying a series of survey questions in a table Matrix ques tions are useful when a group of questions can be responded to with the same set of answer choices Merge field A field that looks up contact infor mation and inserts it in the text of a document snippet or mail attributes of a mailing Merge field also refers to a database field that can be inserted in quote templates a
229. changes to one of the wordlist files See Wordlist file Word stemming A feature used in keyword indexing and text searching that finds the root of each word and stores the stemmed root instead of the whole word thereby saving large amounts of space while making a search broader and more appropriate Wordlist file Any of the files that can be modi fied to customize indexing text searching and SmartSense emotive ratings 467 Work group All of a record s open associated records for example an incident s contact organi zation and tasks that have been docked to the RightNow Console When another non associated record is opened the records in the work group are collapsed on a single content pane tab All records in a work group are saved and closed in a single operation Workflow See Desktop workflow Working record The record being evaluated or acted upon by a workflow element or connector For instance a workspace element can display the first or last record opened in the workflow or a record named elsewhere in the workflow Workspace The configuration of the content pane when working with answers contacts inci dents opportunities organizations and tasks when working in RightNow Chat and when work ing with quotes quote products and service opportunities Standard workspaces exist for each type of workspace and custom workspaces can be created The workspaces staff members use depend on th
230. charts Contains procedures for adding charts Refer to page 299 e Specifying filters Contains procedures for adding filters to reports Refer to page 312 RIGHT NOW 176 Custom Reports e Adding additional output levels Contains procedures for adding multiple output levels to a report Refer to page 328 e Linking reports Contains procedures for linking reports together Refer to page 337 e Configuring reports for editing records Contains procedures for configuring record com mands available on reports and enabling inline editing Refer to page 347 e Selecting report options Contains procedures for viewing the audit log changing permissions and customizing other report options Refer to page 353 Using the report design center You create and edit custom reports from the report design center All the tools you need to create a report are available from one location You can also access optional items such as chart styles and color schemes you have configured in the other Analytics explorers from the report design center to enhance your reports Refer to Chapter 2 Analytics Explorers on page 17 for information about the Analytics explorers You can customize reports based on your organization s needs using the report design cen ter s ribbon data dictionary and design surface components Figure 101 on page 182 shows the report design center and highlights its components Note The navigation pane is c
231. check boxes next to the permissions you want to assign The available permis sions ate described in Table 111 Table 111 Enterprise Analytics Profile Permissions Option Description Enterprise Analytics Select this check box to select all check boxes on this tab View Dashboards Select this check box to provide read only access to dashboards within Enterprise Analytics Note This option is required for staff members to create edit and delete dashboards and to access the Dashboards item on the Enterprise Analytics navigation list We recommend that all staff members who use Enterprise Analytics are granted this permis sion Export Reports Select this check box to allow the staff member to export reports Dashboards and dashboards from Enterprise Analytics Create Edit Delete Select this check box to allow the staff member to create edit and Reports delete reports in Enterprise Analytics Note Selecting this option is required for staff members to access the Reports item on the Enterprise Analytics navigation list Create Edit Delete Select this check box to allow the staff member to create edit and Dashboards delete dashboards in Enterprise Analytics Administrator Select this check box to allow the staff member to access the cata log administration tool in Enterprise Analytics Note Selecting this option is required for staff members to use the Catalog item on the Enterprise Analytics navigation list 6 Click the Sa
232. click the Rollups button and select Reset 7 To display the number of records in each rollup click the Rollups button and select Dis play Group Counts 8 To show or hide headings for each rollup group click the Rollups button and select Dis play Rollup Headings to enable or disable the option 9 To show or hide the name of the rolled up column in the heading for each rollup group click the Rollups button and select Display Column Headings to enable or disable the option 10 To show or hide repeating column headers click the Rollups button and select Repeat Col umn Headings to enable or disable the option When viewing a report with rollup headings you can click the minus or plus button next to each heading to collapse or expand the headings to hide or display the rows under the head ings An example is shown in Figure 88 on page 156 where the first heading in the report is collapsed Editing output columns In addition to applying formatting to an entire report you can apply formatting to individual columns to change the alignment and fonts of data and column headers and to change the column width when viewing the report using the layout view You can also add calculations to individual columns For example if you want a total of the values shown in a currency col umn you can add a calculation to display the total at the bottom of the column You can also move columns in a report if you want them displayed in a differ
233. context GH Lass All Tables sensitive assistance E fe Functions Figure 130 Column Definition Window RIGHT NOW 254 Chapter 5 Custom Reports 2 Enter field information described in Table 67 Table 67 Column Definition Window Description Field Description Heading Type a heading for the column This heading will display in the report output Use predefined heading Select this check box to use the default heading for the column when available This is the name of the field as it appears in the data dictionary Description Type an optional description for the column Text that you enter in this field will display in the report when you include the Output Descriptions report section Refer to Output descriptions on page 231 Available Columns Functions This area displays the data dictionary which lists the available fields functions and parameters you can add as columns to the report To add an item expand the tree select the item and drag it to the Expression section Note This option will not display when defining columns for computed fields Expression This area displays the field function or parameter you have defined as a column If you know the specific field or function you want to add you can also type it in this field to add it as an output column without dragging it from the Available Columns Func tions field You can also manually edit the expression show
234. count and profile authorized to access a RightNow application Stage The level of completion of a particular opportunity within a specific strategy Tasks can be defined within a stage and can be required to be completed before the opportunity can move to the next stage See Strategy and Task Standalone Configuration Editor A web page that allows access to the Configuration Editor without going through the RightNow Console Entry is made using a specific URL Standard reports The complete set of pre defined reports available in RightNow Standard reports can be copied and used to create custom reports Standard text Any text or response prepared in advance that can be sent to customers when responding to incidents appended to responses by a business rule or sent by an agent during a chat session Also called standard response State A field that classifies how contacts and organizations were added and what actions have occurred since their creation The State field is automatically populated when a contact or organi zation record is added or updated staff members can also manually update the State field State field options include Service Sales Marketing and any combination of the three State also refers to the current stage of an object in rules processing See Rule state Status The current state of an answer incident mailing opportunity survey or task See Answer status Incident status Mailing
235. cribes all available operators Operator equals Table 91 Filter Operators Description Description The expression matches the value exactly including case not equals exclude No Value The expression does not match the value exactly including case This operator excludes any values of No Value Null For example a report with a filter of field X not equals exclude No Value Y will not return any records with a value of Y or No Value in field X not equals include No The expression does not exactly match the value or is No Value Value Null For example a report with a filter of field X not equals include No Value Y will not return records with a value of Y but will return records with a value of No Value less than The expression is less than the value less than or equals The expression is less than or equal to the value greater than The expression is greater than the value greater than or equals The expression is greater than or equal to the value between The expression is between two specified values The between oper ator is available to use with date currency and numeric integer and float expressions Note When using this operator with an integer expression the seatch values that are entered will not be included in the search but the values between them will be like The expression matches any part of the value When using the Like operator y
236. cs navigation list To display Analytics explorers Click the Analytics button on the navigation pane Once you open any of the Analytics explorers you will see a ribbon with options that allow you to create delete edit and copy items shown in the explorers navigate folders and search for specific items These options are described in the RzghtNow User Manual Searching in explorers Chapter 2 RightNow contains powerful functionality to help you find information From any of the Analytics explorers you can search for files specific to the explorer you are working in for instance you can search for reports from the Reports explorer text fields from the Text Fields explorer and so on RightNow also contains a Quick Search feature that enables you to search for a specific file or record no matter where you are in the product In order to use Quick Search your navigation set must contain Quick Search reports Refer to the RzghtNow User Manual for information about using Quick Search to find files and records This section contains the procedure to search for reports from the Reports explorer How ever the basic procedure is the same for all RightNow explorers only the columns available for searching change between explorers To search for a report 1 Double click Reports Explorer on the navigation pane 2 Click the Find button on the ribbon The left side of the content pane displays a find menu hiding the folders tree S
237. ct the staff accounts you want from a menu 7 From the Value drop down menu select the parent report s column variable or filter you want to use to populate the filter in the linked report or dashboard If you choose a cus tom filter value you will be able to enter the custom value you want in the Value field Note When you select filter value types and specify values for each filter the logical expression displayed beneath the filters will be updated to reflect the values you select This is the expression that will be passed to the linked report or dash board when you click the link This information is displayed for reference and cannot be edited 8 Click the Next button The wizard will present options for specifying where you want the linked report to open Report Linking Wizard Completing the Report Linking Wizard To complete the report linking process choose from the following display window options for the linked report Replace Report in the Same Window Display Report in a Separate Tab Display Report in a Split Window To close the wizard click Finish Figure 181 Specifying Display Options for the Linked Report Chapter 5 Creating report links 343 9 Select the radio button next to the option you want to use to display the linked report or dashboard The available options are described in Table 94 Table 94 Linked Report Display Options Description Radio Button Description Replace Repo
238. ct this check box to use the lowest value returned in the col umn as the scale start value Scale End Enter the maximum value for the scale used in the gauge Use Report Max Select this check box to use the highest value returned in the col umn as the scale end value Colors Select colors used for the gauge in this section Indicator Color Click this color box to select the color to use as the gauge indicator color Border Color Click this color box to select the color to use as the gauge border color Gauge Color Ranges Add color ranges and define range colors in this section Color ranges can be used to display numeric ranges in different colors For example a range of 0 33 could be green 34 65 could be yel low and 66 100 could be red Note Color ranges are not available with Progress Bar gauges Add Range Click this text to add a color range Note A maximum of five ranges can be shown on the gauge The range values cannot contain gaps or overlap Remove Range Click this text to remove a range you have added Minimum Enter the starting value for the range Maximum Enter the ending value for the range Editing columns 281 Table 80 Gauge Tab Description Continued Field Description Start Color Click the color box to select a start color for the range End Color Click the color box to select an end color for the range 23 Click the OK button to save the changes to your col
239. d A field for gathering and displaying additional information about opportunities Opportunity custom fields appear when adding or editing an opportunity Opportunity status A method of tracking an opportunity s state The default opportunity sta tuses are Lead Reject Active Closed Lost Inac tive and Dead Custom statuses can also be added Opt in The explicit granting of permission by a contact to receive email communications from an organization Opt ins can be specific to certain mailing lists or applied globally across all mailing lists Opt out An explicit request by a contact to be removed from a specific mailing list or from all lists most often communicated by email or web form Also called Unsubscribe Organization Any company business unit of a large company or government agency that has an organization record in the knowledge base Organization address type A way of storing multiple addresses for a single organization The default organization address types are Shipping and Billing and custom address types can be added Organization association A feature for associ ating a contact with a specific organization Orga nization association links the incident and opportunity history of the contact and organiza tion Organization custom field A field for gather ing and displaying additional information about organizations Organization custom fields appear when adding or editing an organizat
240. d and the filter s value must be specified before results are returned Creating level filters 315 Table 90 Add Filter Window Description Continued Field Expression Description Type the expression or right click in this field and select the expression in this column For descriptions of the table columns and functions you can select refer to Adding columns to a report on page 253 Note If you start to type an entry in the Expression field a win dow will display showing you a list of database tables that begin with the letters you type You can either continue typing the expression or select a table and field from the window Use Data Dictionary Click this text to open a window containing the data dictionary tree where you can select fields and functions for the expression Note Variables you have added to the report are not available for use in repott level or group filters and will not appear in the data dictionary when creating these filters Operator Select the operator to use with the expression The list of available operators will vary depending on the type of field used in the expression Refer to Table 91 on page 317 for a description of the available operators Value Enter the value for the filter If you are creating a run time filter this value will be the filter s default value which can be changed when the report is run If you are creating a fixed filter this is the filter valu
241. d average would show a more accurate aver age of 50 minutes per incident since it takes the number of inci dents solved by each group into account The calculation RightNow uses to determine weighted averages is x1 y1 x2 y2 7 x1 x2 of in this example 30 30 10 110 30 10 50 3 Click the OK button to save the column calculation Tip You can also add calculations from a selected column s Design tab RIGHT NOW 284 Custom Reports Creating data exceptions You can create data exceptions to highlight data displayed in columns or charts that meets certain criteria Exceptions can be created to flag data that matches expressions built from database fields functions and variables For example you could create an exception to flag incidents with a response time greater than twenty four hours Incidents that match the exception could be shown on the report with custom colors fonts and markers Information about the percentage of data meeting the exception can also be displayed After you define your exceptions you can schedule the report to send alerts whenever the cri teria of a data exception is met For more information about report scheduling refer to Scheduling reports on page 121 Tip Each report level can have a maximum of thirty two data exceptions To create a data exception 1 Click the Insert tab on the ribbon 2 Click the Exception button to open the Exception Editor Exception Ed
242. d in the Data Marking drop down menu Change Image Click this text to open the Select Image window to change the image data marking image Note Change Image appears only if Custom is selected in the Data Marking drop down menu RIGHT NOW 288 Custom Reports Table 83 Tabular Display Tab Description Continued Field Style Description Click Add next to the Style box to open the Edit Style window where you can change the font colors margins and borders for the data in the report that matches your data exception criteria Refer to Selecting style options on page 29 for information about edit ing styles To remove a style that has already been defined click Clear next to the Style box Show Exception Criteria Select this check box to display the exception criteria at the bottom of the report in the Data Exceptions report section For example if the data exception marks opportunities that are still active the cri teria would display opportunities status_id Active Show Percentage Meeting Criteria Select this check box to show the percentage of data in the report that meets the specified exception criteria This will display at the bottom of the report in the Data Exceptions report section Show Percentage Not Meeting Criteria Select this check box to show the percentage of data in the report that does not meet the specified exception criteria This will display at the bottom of
243. d text area fields Database tThe tables and fields that store infor mation that is retrieved edited and added in a RightNow application Dbaudit A utility that builds and populates the schema and performs the database portion of the RightNow upgrade Dbaudit can also be used to view the database schema Dbstatus A scheduled utility that escalates inci dents answers tasks and opportunities based on business rules Dbstatus also sends out watchlist notifications See Business rules and Watchlist notification Dead One of the default opportunity statuses and status types An opportunity with the Dead status is no longer being pursued by a sales repre sentative Decision A component of a campaign Deci sions filter contacts by specified criteria and can have Yes and No paths Decryption The process of converting encrypted text into readable text using private keys assigned to authorized persons Default directory The directory containing original default copies of all the files customizable through the File Manager During an upgrade any files that have changed will also be updated in the default directory Using the restore function a file can be restored to the original configuration Default response requirements The maximum time allowed in minutes for incident response and resolution within the operating hours defined by the organization The default response require ments are used to measure
244. dashboard You can select multiple profiles 4 Click the OK button to save the permissions RIGHT NOW 392 Dashboards Viewing the audit log You can open an audit log for a dashboard to see when the dashboard was created edited run and published and which staff members performed these actions Since the audit log is a report you can perform common report actions on the audit log such as printing forward ing or slicing To view the audit log 1 Edit a dashboard 2 Click the Home tab 3 Click the Audit Log button Audit Log x iJ This Ul shows information on when this dashboard was created and when it has been generated edited and published 3 Options v Account Action Time Start Time End Administrator Created 01 12 2007 12 58 PM Administrator Generated 01 12 2007 12 59 PM Administrator Generated 01 22 2007 10 30 AM Publish Info No Value 01 12 2007 12 59 PM No Value 01 22 2007 10 30 4M No Value Figure 209 Audit Log 4 To access a list of actions that can be taken on the audit log report click the Options but ton Refer to Report design center ribbon on page 182 for descriptions of the actions that can be performed on the report 5 To close the audit log click the OK button Specifying search defaults When opening a dashboard the dashboard s reports will automatically display with their default filter values comparison date offsets and output variables However you can
245. data exceptions in the report Refer to Showing and hiding data exceptions on page 139 Note This button is active only if the current report level includes data exceptions Fix Column Headers Select this check box to fix the column headers Fixed column headers do not move when you use the vertical scroll bar letting you more easily analyze the report s output Row Numbers Select this check box to display row numbers in the report Multiline Calculations Select this check box to display calculations on separate rows Ribbon options when viewing reports 85 Page Setup tab The options on the Page Setup tab allow you to configure printing options for the report You can also change the report s background margins and width The Page Setup tab is shown in Figure 46 AE queue activity by incident RightNow CRM A Home Display Page Setup 5 gt Fill Color p ie A A J Page Header x z Page Footer Gradient idd Print Size Landscape i Margin Width Margin 7 Print to Fit Transparency 3 Print F Background x Display x Figure 46 Page Setup Tab The groups and buttons on the Page Setup tab are described in Table 23 Table 23 Page Setup Tab Description Group Button Description Print The buttons in this group let you configure the report for printing and add the Page Header and Page Footer sections Refer to Printing reports on page 107 Note Th
246. decimal points Data Type Date and Time Variables 241 Table 65 Variable Data Types Continued Description Select this option to add a variable that uses a date and time field Currency Select this option to add a variable that uses a currency field Expression Select this option to add a variable that uses a database field for example zncidents status Note This data type is not available for Ad Hoc Value 8 If using a user defined list variable type create the list items you want to include a Click Add Item to open the Edit Variable List Item window Figure 128 shows the win dow when adding a variable with an Expression data type g Add variable list item C x Name Value Use Data Dictionary Right click for options or start typing to receive context sensitive assistance Figure 128 Adding a User Defined List Expression Variable b Type a name for the list item in the Name field c Enter a value for the list item in the Value field The format of the Value field will change depending on the data type selected for the user defined list For example the Value field for a Date and Time list item will display a calendar whereas the Value field for an expression list item will display a text box and will include an Advanced option you can click to open the data dictionary to help you build the expression d Click the OK button to save the list item e Add
247. ded is shown in Figure 112 New Report 141b x Level Standard Report with Chart Add Drilldown Level Docked Filters Drop Fields from the Data Dictionary or Columns from the Design Surface Page Header Printing Only Drop Text Fields and Images from the Insert Tab Drop Charts from the Insert Tab Data 4rea Drop Fields from the Data Dictionary Window Drop Text Fields and Images from the Insert Tab Data Exceptions Drop Fields from the Data Dictionary Window or Columns from the Design Surface Page Footer Printing Only Drop Text Fields and Images from the Insert Tab Figure 112 Report Design Center Displaying the Design Surface RIGHT NOW 216 Custom Reports Applying report layouts You can apply one of RightNow s predefined layouts to quickly modify the report s display to make it appropriate for the report s audience For example the Grid layout can be applied to operational reports that are used by staff members who work with incidents contacts or other records in RightNow This layout is ideal for such reports since it does not include titles headers or other report sections that are not needed when working with records If your report is to be emailed or printed you could use the Standard Report layout which includes titles headers and other report sections that help explain the report s context and purpose The other layouts availa
248. defined condition Add Clear All Column Operator Value Report Action Interval greater than 02 19 2009 12 13 PM My Linked Contacts Edit Delete Unass greater than 10 Incident Activity Edit Delete Figure 183 Managing Conditional Report Links The window shows all the conditional links that are associated with the selected column From this window you can add remove edit and reorder conditional links 3 Select the link you want to move and click the up or down arrow to move it to the position you want Conditional links are examined starting with the link at the top of the list The first link that matches the column value will be triggered and any other links that could match the column value will be ignored 4 Click the OK button to close the Manage Conditional Report Links window RIGHT NOW 346 Custom Reports Editing and removing report links Chapter 5 Once you create conditional or unconditional report links you can easily edit or remove them Tip You can use the standard Linked Reports and Reports with Disabled Links reports to list reports that contain links to reports and dashboards To edit a report link 1 Select the report column that is associated with the link and click the Report Linking but ton on the ribbon s Design tab 2 To edit an unconditional report link select Edit Report Link to open the Report Linking wizard Refer to To create an unconditional report link on
249. delete buckets Slice by Display slices Column values Asatree Buckets C Show group counts As links Slice Column A Add Bucket Name Operator Value Action Figure 84 Defining Buckets 2 Select the field to slice on from the Slice Column drop down menu 3 Click Add Bucket to open the Slice Bucket window RIGHT NOW 152 Report Management Slice Bucket Name Operator equals Value Figure 85 Slice Bucket Window 4 Enter field information described in Table 39 Table 39 Slice Bucket Window Description Field Description Name Type a name for the new bucket Operator Click this drop down menu to select the operator to use Operator options are the same as those available when defining filter values Refer to Specifying filters on page 312 for information about defining filter values Value Select the values from this field to add to the bucket The available values will change depending on the field selected For example some fields will display drop down menus with various values to select while other fields will display a calendar to select specific dates or date ranges 5 Click the OK button to return to the main Slice window Displaying data using cross tabs The Cross Tab feature lets you display data in a table to quickly summarize large amounts of data A cross tab table lets you select the fields to define the table s rows col
250. description on column rollover inline or on a separate tab Refer to Opening reports on page 68 for informa tion about output descriptions Options The buttons and check boxes in this group let you page the report apply cross tabs add links and row numbers fix column headers show multiline calculations and select the fields and data excep tions you want to view Field Chooser Click this button to open the Field Chooser window and show or hide output columns in a report Refer to Selecting columns to display on page 140 Cross Tab Click this button to select cross tab options and open the Cross Tab window and select the output columns to use as cross tabs Refer to Displaying data using cross tabs on page 152 Page Report Click this button to add page breaks to a report and select the number of records to display on each page Refer to Adding page breaks on page 146 Links Click this button to select the action links you want displayed on the report or to hide links that you do not want displayed The available links vary depending on the type of record the report returns and on the links that are enabled when editing the report Note This button is active only if the current report level displays unique records and the report is configured to display links by default Refer to Adding record command links on page 350 Exceptions Click this button to show or hide
251. diate table join The Select Intermediate Table and Join window shown in Figure 156 opens Select Intermediate Table and Join J In order to add the ans_notif table to your join tree an intermediate table needs to be joined in between ans_notif and some other table in the join tree Select the table to join from the intermediate table and the joins you want the use Join From Intermediate Table First Join Second Join incidents contacts accounts answers accounts acct_id gt answers assgn_acct_ w answers a_id gt ans_notif a_id contacts Your join tree will look like this incidents Pine _performance i D accounts C Do not show this dialog again Figure 156 Defining Intermediate Table Joins In the Join From column select the radio button next to the table you want to join the new table to In the Intermediate Table column select the radio button next to the table you want to use as the intermediate table to join the new table with the table selected in the Join From col umn In the First Join column click the drop down menu and select the fields you want to join from the intermediate table and the table selected in the Join From column In the Second Join column click the drop down menu and select the fields you want to join from the intermediate table and the new table you are adding The join tree you define is displayed on the window To prevent the Select Intermediate
252. displayed Automatic Select this option to automatically determine the range of the scale based on the range of values in the data shown on the chart Chapter 2 Creating and editing chart styles 45 Table 10 Value Scale Button Description Continued Option Manual Description Select this option to manually configure the range shown on the sec ondary scale When you select this option Scale Start and Scale End fields will be shown Enter the minimum value you want for the scale in the Scale Start field and the maximum value you want in the Scale End field Rotate Labels Select this option and then select a degree to rotate the label text Your choices are None 15 30 45 0 15 30 and 45 degrees clockwise Position The options in this section let you choose where to place the primary scale on the chart Primary Scale Right Select this option to place the primary scale on the right side of the chart If the secondary scale is also shown it will be placed on the left side of the chart Note This option is enabled only for chart types that display data ver tically Primary Scale Left Select this option to place the primary scale on the left side of the chart If the secondary scale is also shown it will be placed on the right side of the chart This is the primary scale s default display position Note This option is enabled only for chart types that display data ver tically
253. dit a style element click on the element in the preview below or select it from the following list Report Title Edit Add Attached Chart Style Traditional Report Title Report Sub Title B Group Date Count Currency B Group Group1 Groupi 01 14 2008 a 1 00 Groupi 10 06 2007 2 2 00 Total 3 B Group Group2 Group2 01 14 2008 1 1 00 Group2 10 06 2007 2 2 00 Total 3 Total 6 Record Count 4 Exception 2 Count equals Value Items meeting criteria 0 0 Exception 2 Count equals Value Items meeting criteria 0 0 LE SUBORDO POOR Logged in as admin Ronline 100 Figure 7 Style Editor 4 Select the component whose style you want to modify from the drop down menu at the top of the editor and click Edit Or Double click the component on the style editor A window opens for selecting style options 5 Select style options described in the next section 6 Save the style Chapter 2 Selecting style options 29 Selecting style options Once you select the component you want to modify from the style editor you can define options for the component s font margins background colors and borders Note You can access all the style options for the selected component from the win dow that displays when you select a component and click Edit However you can also select common style options for the selected component using the but tons on the exploret s ribbon which provide shortcuts
254. diting and removing report links ends ete eee eee ee 346 Configuring reports for editing records 0 0 eee eee eee 347 Customizing record commands cues essere need aaeh co3se tee h a 347 Selects record Commande re ss etvsegeaag hoes seekvessos dyes 348 Customizing record command actions 0 0 00 c eee eee 349 Adding record command links 4 206600 dee ewan shone owed hed ees 350 PaO 10 Wie CC eee ane oo Gores ob bs deces oe ee ae 351 Selenin POr OPONT seem E ane bcos eeeeee ross 353 View ihe aae Oaea a ENEE E Goes A 353 Specify np PelMNSHOUS pei srrenes ieena eiaei eoaven ene 354 Chanoine report DIODE Mess erita ieai EaR EDEA EErEE EEEN 355 Chapter 6 DASMDO AGS 34 ou rere r E EET 359 Creanno das hDOAd S read a aa E R E S 360 Opening the dashboard design center 2 ee eee eee 360 Selecting report or design views ssesesesesrereseseses 361 Dashboard design center ribbon ssssrssrurrrrrururureen 362 Rome 120 2666 5aeGne 4 pares ooo od E Cues eae ees 362 DI S aD errereen bearer ease AE T EET 364 Poe eee e A r R E 366 T e eese e eee ee pea eee he ee cea ees 367 OU ONC TD tana Chae e epee ween a teereeeresye na eks 368 Understanding dashboard design center components 369 DE OnCU Ce 644 do a e looag orotate en aay ee ds ar 370 Rep OiG e PlOlet 4 6 ieee E eee he E 371 Adding content to the dashboard sarsies craress certi kesen amii 312 T A E a E ieee NETA ae ee os 373 Placing content on the CaSNDOAId a
255. do not correspond to existing fields in the database You can edit the new report to modify or delete items that do not correspond to existing fields in the database The imported report will open on the report design center where you can modify it 4 Save the new repott Selecting a view When you open the report design center you can choose to use one of four views to look at your report Each view presents your report in a different way and gives you access to differ ent tabs on the ribbon The following describes the four views available to you when editing a report e Report View This view shows you the report just as your staff members will see it when they open it The report presents real data and thus is particularly useful when you want to preview a report you are editing This view does not let you add column calculations adjust column formatting options or use action links The options avail able when using this view are described in Chapter 3 Report Management on page 67 e Layout View This view is very similar to the report view and is also useful for pre viewing reports However unlike the report view this view lets you select individual col umns in the report and apply formatting options to the columns For example if you want to add conditional formatting to a column to highlight data that meets certain cri teria in the column you could select the layout view select the column and configure conditio
256. down in the list of filters or variables on the data set view Note Moving filters and variables can help you organize them for easier management when using the data set view However their positions do not change their placement on the Search window or the filters logical expression Insert Before Insert After Click these buttons to open the Add Filter window to add a new filter or variable before or after the selected filter or variable Report design center ribbon 201 Table 51 Design Tab Filters and Variables Options Description Continued Group Button Filter Variable Options Description The check boxes in this group let you modify options for the selected filter or variable Display in Docked Filters Select this check box to display the selected variable or run time selectable filter on the docked filters section of the report Refer to Docking variables and run time selectable filters on page 322 Display in Search Criteria Select this check box to include descriptions of the selected vari able or filter in the search criteria description Refer to Search cri teria descriptions on page 233 Run Time Selectable Select this check box to make the selected filter available on the Search window when the report is run Refer to Creating report filters on page 313 Required Layout tab Select this check box to make the selected run time selectable filter required S
257. drop down menu at the top of the design surface 2 Click the Display tab on the ribbon 3 Select the check box next to the section you want to display from the tab s Section group The design surface changes to include the report section you select 4 To display the Page Header or Page Footer section when the report is printed click the Page Setup tab and select the Page Header or Page Footer check box on the tab s Print group 5 To remove a report section from the design surface clear the section s check box on the ribbon The design surface changes to remove the report section Chapter 5 Resizing sections 219 Resizing sections When a report section is added to the design surface it is displayed with a default size You may want to resize a section to allow more room for images or text fields or to reduce the size of the section to allow more room for other sections To resize report sections 1 Move your cursor over the section border that you want to move on the design surface The cursor will change to display directional arrows when it is over a border 2 Drag the border to the position you want Editing section styles Sections that are included in a report can be customized allowing you to further tailor your report to your audience The available style options for each section will vary You can change the fill colors and borders of all the sections and you can also change the margins in the out put de
258. e Message Recipients This section lists the groups staff members and distribution lists the report will be forwarded to To Click this button to add highlighted entries to the Message Recipi ents To field Cc Click this button to add highlighted entries to the Message Recipi ents Cc field Bcc Click this button to add highlighted entries to the Message Recipi ents Bcc field 5 Click the OK button to return to the Forward Report window 6 Select a format for the forwarded email The options are HTML Email or HTML Attach ment Images Charts stored on the server Important Not all email clients show HTML emails in the same manner If email recipients cannot view a forwarded report correctly select the HTML Attachment Images Chartts stored on the server format Email recipients will then be able to save the image or chart to their hard disk and then open it in a browser The images and charts used in the email will be stored on the server for the number of days specified in the CHART_KEEP SCHEDULED configuration setting Refer to Appendix A Analytics System Configuration Settings on page 417 for information about this and other configuration settings that impact reports 7 Type a subject for the email 8 Type any text you want to appear in the email in the Comment text box 9 Click the Send button to forward the report RIGHT NOW 114 Report Management Publishing reports Chapter 3 Publ
259. e consolidated application RightNow Service A customer service and sup port solution that intelligently assists both custom ers and agents with inquiry resolution across traditional and online channels RightNow Service assists customer service and support organizations that need to easily capture respond to manage and track all service interactions in one consoli dated application RightNow Smart Client The web based CRM software that allows local applications to interact with the server based applications The RightNow Smart Client can be installed on staff workstations using the Click Once or MSI deployment method See also Click Once installer and MSI RightNow Wireless The interface for accessing RightNow Service from a wireless phone or any device with a WAP wireless application protocol browser such as a PDA personal digital assistant Rollover A method of displaying additional report details by mousing over data described in the report s output definition Rollup A method of displaying report data that groups records together by specific fields The grouped records are displayed under headings that can be expanded or collapsed to display or hide the records under the heading Root certificate A self signed certificate gener ated by a party that signs other public certificates Certification authorities may authorize other enti ties to issue certificates the root certificate belongs to the top
260. e 238 Add Filter Click this button to add a report filter Refer to Creating report Chapter 5 filters on page 313 Report design center ribbon 187 Table 42 Home Tab Description Continued Group Button Description Add Variable Click this button to add a variable to the report Refer to Vari ables on page 238 Comparison Click this button to add comparison date offsets for comparison columns Refer to Adding comparison columns to reports on page 255 Add Column Click this button to open the Column Definition window to add a column to the report Refer to Adding columns to a report on page 253 Note You can also add columns by dragging them from the data dictionary onto the design surface Display tab The Display tab on the report design center ribbon is similar to the Display tab available when viewing a report Each gives you options to apply report styles add report sections page the report fix column headers and display data using cross tabs The report design cen ter s Display tab also includes a Show Hide button group that lets you add rulers lines and headings to help you identify sections and fields shown on the design surface The report design center s Display tab is shown in Figure 104 ta n Agent Login RightNow CRM R Home Display Insert Level Page Setup A 7 DockedFilters Report Header Data W 4 Pagereport V Fix Column Headers am 7 Charts Se
261. e Settings Creating and editing chart styles 39 Table 7 describes the settings you can access from these buttons Table 7 Bar Line and Gauge Settings Buttons Description Button Description Bar Settings Click this button to customize the display of the bar elements for chart types that include bars Bar Outline Select this option and then select the type of outline you want around the individual bars in the chart You can choose from the following options e None tThe bars have no outline e Lighter The bar outline is a lighter shade of the bar s color e Darker The bar outline is a darker shade of the bar s color e Color The bar outline is a specified color Choosing Color enables the Outline Color option Select this to open the color menu where you can select a color for the outline Refer to Choosing colors on page 63 for information about how to choose colors from the menu Bar Style Select this option and then select the style you want for the bars in the chart You can choose Block Cylinder Wedge Emboss or Light to Dark Multicolor Series Select this option to make the bars in different series use different colors When this option is not enabled the bars in different series are shown using the same set of colors Line Settings Click this button to customize the display of the line elements for chart types and subtypes that include lines Line Width Select this option and
262. e Text Field tab are described in Table 101 Table 101 Text Field Tab Description Group Button Description Edit Click this button to open the Edit Text Field window from which you can select fonts margins fill colors and borders for the text Many of the buttons on the Text Field tab let you customize the same options available on the Edit Text Field window Arrange The buttons in this group let you position and size the selected text field Anchor Click this button to define an anchor style for the image or text field Anchor styles determine how an image or text field will move in relation to the borders of the dashboard section Refer to Defining anchor styles on page 230 for information about defin ing anchor styles Bring to Front Send to Click these buttons to place the selected item on top of or beneath Back other overlapping items Size to Fit Click this button to automatically shrink or expand the element containing the image or text field to fit the selected item Note Manually resizing the selected element disables this option Font The buttons in this group let you change the font style size and color You can also select font attributes such as bold and italic and change the text s alignment within the text field In addition you can add a background color for the text field RIGHT NOW 368 Dashboards Chapter 6 Table 101 Text Field Tab Description Continued Gro
263. e Unique fields contain values that only a single record in the database can have Some examples of unique fields are the Reference Contact ID and Organiza tion ID fields If ncidents ref_no was the first ordering field for a drill down level it would return only infor mation related to the particular incident you drilled down on If you wanted to drill down on all incidents grouped by a different field such as the incidents status you would need to reor der the grouping so zncdents status_id is grouped first To change group order 1 Select the Group Results check box on the Level Settings window 2 Click Change Group Order to open the Define Group Order window The window will populate with the columns included in the output level Define Group Order x Group Order Settings iJ Define the group by order of columns this level will use contacts full_name contacts email orgs name Cancel Figure 172 Define Group Order Window 3 Select the field in the list that you want to move 4 To move the field higher in the list click the up arrow 5 To move the field lower in the list click the down arrow 6 Click the OK button to save the order Adding output levels 331 Adding output levels Once you configure your primary output level adding a drill down output level is simple requiring only that you identify the column to filter on and the column s to link from in the parent output level
264. e check box next to the section name Note If a section is disabled it cannot be added to the report since it was not included when the report was created 4 To remove the data section from the report click the Data button and select Do Not Dis play Data Chapter 3 Showing and hiding data exceptions 139 Showing and hiding data exceptions When you run a report that includes multiple data exceptions you may not want to always display every exception in the report You can hide any exception included in a report or show hidden exceptions from the Exception Visibility window To show and fide data exceptions 1 Click the Display tab and then click the Exceptions button Exception Visibility Show Exceptions Status Date Due Figure 73 Exception Visibility Window 2 To hide an exception clear the check box next to the exception 3 To display a hidden exception select the check box next to the exception 4 Click the OK button to apply the exception visibility to the report Modifying report magnification To better view report data you can easily zoom in and out of reports You can select from magnification levels ranging from 10 percent to 200 percent to shrink or expand the report You can alter a report s zoom level using the slider on the bottom right of the content pane shown in Figure 74 The slider is always displayed on the content pane but is enabled only when a report is shown RIGHT NOW
265. e data set view where you can see the variables and run time selectable filters that will be shown on the Search window Figure 100 on page 180 shows run time selectable filters listed on the design surface when using the data set view 4 Click the variable or run time selectable filter you want to move 5 Click the Design tab 6 Click the Move Up or Move Down button to move the variable or filter up or down in the list After you reorder the filters using the data set view you can view the new ordering by opening the report s Search window Creating join filters Chapter 5 You can create join filters to filter data in tables that are joined to the primary table with an outer join Join filters are fixed and cannot be changed when the report is run Join filters are similar to report filters in that they set restrictions on the records that can be returned by the report but they apply to the table join rather than to the data that is returned by the query on the database Join filters limit the data contained in the secondary table of the table join With out join filters there would be no way to add a report filter to limit returned data from the secondary table while not preventing data from the primary table from being returned Note From an SQL perspective join filters are a condition of the ON clause whereas report filters are a condition of the WHERE clause For example suppose you want your report to return a list of organiz
266. e ea sada eet hem ee ea yaeen eet 24 ICD OR EXP S a EE EN eae eases hes eens ees ee ee yes 2 DSC DIObCE se nea dee E Os eden s Pees oad oan ee oe Ze Usioe the Shy le die si ach ue ose eae eee ae eee 2 Sclec nr Sle OPUCNS erraren kiena aE a a9 Chae oer EnO eo ee eee er ee ae e oe ee eee eee ee 33 Creating and editing chart styleS o654 a0 be cade ew hd adie heed hea 35 Calor oc hemnes CAPIO serorea rri ripi REE nesr 458 2 ies 50 a e E a a A E E e E ee a re ee 52 ACE EATER TIA I a e E E E E E E ney sete eee 54 IES A a a E EE E TOT E ease eux 54 De CCU TONS and Color esie ea id Tear EEEE eE e 61 CHOOSING FODT an ADUTE S cL aeea a ee d a a iapa Ea EE e aes 61 Dee e aaea lori NEEE E EEE E E EEEE 63 Chapter 3 Report Management 0 0 ee ene 67 MIC WIN OREO in tee nce hte ee tebe see eee Shee e eee ae eee 68 OPORO T 6 1 ee eae ee eee er ee ee ree 68 Viewing report de MUONS sewers cote hi be a a a a V2 Exporting report deHNIHONS 1443640 necevenonys Etuien cane se ns 74 Diling COO ePOMS pa duuevesu ecu eeadbendoueeesnencrees 75 RIGHT NOW 2 Contents Selectine report OF AVOUL VIEWS dr raina e ea eee nes Ty Ribbon options when viewing reports 4 4 6 vieiva cers ated owt 78 HOMO 1D 224 ecayvotaae Gee ar a aE aR ane aE 78 DEPAY ea e Aa E E E E E tol es ER ENE 83 Pace ery tab ache ds atte aE Ee a EEA 85 DEON UD 50 sha mii i ee pret ee a eae awe ees 86 Fromat Gis Bch we ens Os BRS ea ed wae ie bee ORES ald ieee 87
267. e enabled for the report and the report must display data that can be edited Refer to Enabling inline editing on page 351 for information about enabling inline editing and the RightNow Administrator Manual for information about editing profiles When you edit data inline on a report the changes you have made need to be saved to the server If this is not done the information stored in the server s database will not be updated You can either manually save the changes or use the Auto Save feature to automatically save each change after it is made This section describes editing data inline on reports and updating the database with the changes you make on your workstation Editing individual values inline When editing options are enabled in a report the data shown on the report can be edited by selecting individual values directly on the report Editing options vary depending on the type of field being edited For example a text field will present a text box and a menu field will present a drop down menu Note If a required custom field is selected for inline editing the field will require a value before the record can be saved An example of a menu field being edited inline on a report is shown in Figure 90 RIGHT NOW 162 Report Management Incident Activity Incident Detail Reference Subject Created Status Assigned Account Queue 060606 000006 Call quality problem on v100 04 02 2006 11 00 AM Solved John Jer
268. e entire dashboard Refer to Page Setup tab on page 366 for descriptions of the buttons on the Page Setup tab The dashboard s Home tab is shown in Figure 216 r Report See Home Page Setup Home Display Page Setup C G x f r x L Dashboard Head Q ay ae b b amp Display Options Lia C2 Forward ieee Dashboard Footer fresh llabl Auto Format H3 Default Settings Search Re ut Reset Scrollable a re g sul Claud eee eae Data Set Display Dashboard Sections Figure 216 Home Tab When Viewing Dashboards Important Permission to export print and forward reports must be selected in your profile for the Page Setup tab and the Export and Forward buttons on the Home tab to display Refer to the RzghtNow Administrator Manual tor information about editing profiles The groups and buttons on the Home tab are described in Table 109 Table 109 Home Tab Description Group Button Desctiption Data Set The buttons in this group let you search for data in all the dash board s reports refresh the display and reset the search criteria to the dashboard s defaults Search Click this button to open the dashboard s Search window Refer to Searching dashboard reports on page 406 Refresh Click this button to refresh the dashboard s data using the current search criteria Note If the auto refresh feature is enabled an arrow will display on the button as shown in Figure 216 Cl
269. e explorer you are working in This section explains how to choose font attributes and colors Choosing font attributes When customizing text elements in RightNow Analytics you can specify font attributes to change the display of the text Font attributes can be selected from the ribbon in certain edi tors such as the chart styles editor or from a Font tab on a window in other areas The same options are available from the ribbon or the tab Some editors give you access to font attributes from both the ribbon and the tab allowing you to change font attributes from either location Font options on the style editor s Font tab are shown in Figure 31 RIGHT NOW 62 Analytics Explorers Edit Text Field x Margins Borders Font Tahoma bi v Regular r v Bold Style Italic Underline Strikethrough Size 14 x Color E Preview Cancel Figure 31 Selecting Font Options from a Tab This procedure describes the options available on the Font tab However most designers allow you to click buttons on the ribbon to set these option To select font attributes from the Font tab 1 Click the Font tab 2 Enter field information described in Table 19 Table 19 Font Options Description Field Description Font Click this drop down menu to select a font Style Select the check boxes for the style attributes you want You can select multiple attributes to apply to the font Regular Bold Italic U
270. e not permanently attached to the record File attachment answer A type of answer that appears as a file attachment File link A clickable link to a file attachment that is inserted in a snippet or a document RIGHT NOW 446 File Manager The interface used to modify files for RightNow products The File Manager is avail able in Basic and Expanded versions Administra tors can modify files used to customize a site s email messages Chat images word lists and dic tionary files See also Basic File Manager and Expanded File Manager Final message A mailing format used to send the mailing as final In broadcast mailings final messages are sent to all audience members who have not yet received a test message Find Answers A link on the Support Home page that opens the Find Answers page where cus tomers can view answers and search the knowl edge base Customers can view individual answers or search the knowledge base using selection crite ria to narrow their search If enabled customers can also use the Web Indexer to search answers documents and web sites See also Web Indexer First due A queuing pull policy that uses the incident due date or longest wait to determine which incidents or chats to retrieve from the queue Fixed filter A component of RightNow Analyt ics and RightNow Marketing and RightNow Feed back segments used to define the data set available in the report or segment Fixed
271. e on which to filter the report s data Which records are included in the time period depend on the type of report For example the Inci dent Activity report includes the Date Created run time filter which allows you to display incidents created during a particular date range You have several options when selecting a date range For example you can select whether you want to use exact dates a period of time relative to today s date or even the current time When the Relative check box is cleared you can type in a specific date and time or click the Calendar button next to the date and time to view a calendar and select a specific date By selecting the Relative check box you can define relative times to search on such as the previ ous three months instead of absolute times To select a relative date range in report run time filters 1 Select the Relative check box on the Search window to toggle from a specific date to a rel ative date 2 Click the Calendar button to display the relative options Date Range 11 07 2006 12 00AM 3 to No Value H Relative Offset by fo Minutes Exactly C Rounded to beginning of minute No Value OK Figure 50 Date Time Run Time Filter Selection Window RIGHT NOW 94 Chapter 3 Report Management 3 Enter field information described in Table 27 Table 27 Relative Date Range Description Field Offset By Description Enter the number of time
272. e standard features you see in reports are not available when viewing a report that was queued Docked filters are not displayed and the report does not include the optional Action column that shows links such as Open and Delete In addition you do not have access to the following buttons on the ribbon e Search e Refresh e Reset e Definition e Links Note You can view the output from a queued report as many times as you want How ever it is important to remember that the output is static If you need current information from the report you will need to run or queue the report again Report databases Some RightNow sites have a copy of their database available for reporting purposes Queuing wotks slightly different on those sites because of the increased options a second database pro vides Note For information about report databases contact your RightNow account man ager RIGHT NOW 106 Report Management If your site is configured to use a report database keep the following considerations in mind when running and queuing reports e Any reports you queue will automatically run on the report server unless the report is configured to always run on the production server You can select this option when editing the report Refer to Changing report properties on page 355 e When you attempt to run a report RightNow checks the database query generated by the report If it is determined the query will take longer t
273. e table s attribute 1 attribute 2 attribute 3 and description fields Important You can view additional information about the ransactions table and information about the other tables in your RightNow database in the data dictionary You can access the data dictionary from the RightNow Console at Common Configuration gt Database Administration gt Data Dictionary Table 115 Transactions Description Field Description Account ID acct_id The staff member who performed the transaction This field will be NULL for transactions not initiated by a staff member Attribute 1 id1 This field contains information specific to certain types of transac tions taken on certain records and items This field will be NULL for many transactions Refer to Table 117 on page 429 for descrip tions of this field s contents RIGHT NOW 426 Appendix B Transaction Descriptions Table 115 Transactions Description Continued Field Attribute 2 id2 Description This field contains information specific to certain types of transac tions taken on certain types of records and items This field will be NULL for many transactions Refer to Table 117 on page 429 for descriptions of this field s contents Attribute 3 id3 This field contains information specific to certain types of transac tions taken on certain types of records and items This field will be NULL for most transactions Refer to Table 117 on page 429 for de
274. e tcaereeciaetenas de 226 Adding images and text fields to reports wi dare seat howdy nedaavies 226 Adding images to report sections a2 act ota oew eyo cee aw ni enees we 226 Adding text fields to report sections iw en an edo eteeveehess 228 IGG Ten GC eea eager ee re sea gore enat cored sae tee ea 249 Denung adehor Si lena icone rearea E E 230 Adding output and search criteria descriptions 0 231 Ou put CesCHOUCMS erraia kika a a E a 231 Search cutena descHpUONS erase As tirir aer pae ase ei 233 Manap ine ouput COMMING 2 42 ab e a ee hee oe eeuene 236 Paba e MOS cae pi gins EA REENERT E oaeen esos 236 Adding suffixes to database fields ed ct wioweuvreaemeenses 236 Waa lets lt 6 EES 56a seed one one haere seh Sees Geo oee 238 Giver oE hes cc ey aa a arene ee E e ere ee ere ee 238 Adding variables to a COMM 244 dowaceeeGaredeervades suena 242 COMpued HOS so ave ata oe eet e deme eea wed ayeae dee 242 Repor Movino Avero saoer iesta cite eet na EA G4 243 KEPO MOVING TOL r a E E E ES ee 243 Specifying data points for moving calculation columns 244 Report percentage of average ober tibet eeu sin obese see enees 244 Repor Perec e OF Ol oe eos eke eee es rene 245 REDON MUNIN O AVOTA besasdhamepadpewkesau teen ceseead pas 245 Repor UNO 1019s aecat eee cin tote ake seosesne seer ek ss 245 POCONO 8s chenden seat ot eet erta ena yeee wet oon R 245 Adding columns TOA TEPO 404404 er cade babs dese e en scene A i 253 Addi
275. e than once in the column This column is used to uniquely iden tify each record in the table Primary keys are often the target of a foreign key in a different table See also Foreign key Priority A ranking that defines the order in which RightNow Service pulls incidents from mul tiple queues The priority ranking also identifies which queues agents can retrieve incidents from Private One of two default answer status types Answers marked Private are never visible to cus tomers See Answer status type Private branch exchange PBX A telephone switch that is owned and operated by a private party Private key A password protected key used by the holder to create digital email signatures and decrypt messages that were encrypted using the holder s associated public key Privileged access answers Answers that are assigned a custom access level for viewing by cer tain contacts and organizations assigned to the appropriate service level agreement See SLA Product An option for grouping answers and incidents that allows more precise organization in the knowledge base Staff members can classify answers and incidents by product and up to five additional levels of sub products allowing more refined searching by customers and staff members See also Category Product catalog The list for organizing sales products Product linking An option for linking products to categories and products to dispositions
276. e the report will use when it is run Note The available options in the Value field will change depend ing on the type of field and the operator you select For example a menu field s values will display in a drop down menu whereas a date field s values will display date and time options Text area fields are not available for use in report filters 4 Click the OK button to save the filter Creating level filters Level filters are similar to the filters that are applied to the main report However while report filters are applied to the report as a whole restricting the data that is returned at any level in the report level filters are applied to individual output levels and only restrict the data returned at the level where they are created If the report has multiple output levels the other levels are not subject to the level filters applied to other levels in the report RIGHT NOW 316 Custom Reports To create a level filter 1 Select the level you want to add the filter to from the Level drop down menu at the top of the design surface Click the Level tab Click the Add Level Filter button The Add Filter window shown in Figure 163 on page 314 opens Enter field information described in Table 90 on page 314 Click the OK button Creating group filters Chapter 5 Group filters can be used in output levels with grouped data to prevent rows with a certain number of grouped items from displaying Fo
277. e value in the satus column nvl exprl expr2 If the value expr7 is null this function returns the value expr2 how ever if the value expr7 is not null then the value expr7 is returned The value of expr2 must match the data type of expr7 Math Functions Select from the following to use a math function in the expression bitand X Y This function returns the bitwise AND of two integers X and Y ceiline X This function returns the smallest integer value greater than or equal to X floor X This function returns the largest integer less than or equal to X power X Y This function returns the value of X to the power of Y For exam ple power 2 3 would return 8 RIGHT NOW 252 Custom Reports Table 66 Functions Description Continued Function rand Description This function generates a random number between 0 and 1 This output can be used to produce a random sampling of data For example to generate a random sample of incidents add a column with an expression of rand to an incidents report and sort on the column The report will show information for incidents meet ing your search criteria sorted randomly round X D This function returns the value X rounded to the nearest number with D decimals For example round 5 55555 2 returns the value 5 56 truncate X D This function returns the value X truncated to the D decimal places For example
278. e what you want but you can easily change them RIGHT NOW 378 Dashboards To change the name of a tab 1 Right click the tab on the design surface and select Rename Or Click the tab click the Display tab and click the Rename button Rename Tab x TabName JLE Cancel Figure 200 Renaming a Dashboard Tab 2 Type the new name for the tab 3 Click the OK button to save the tab s name Adding dashboard descriptions If you create a dashboard that will be accessed by other people you can add a description to explain the purpose of the dashboard or to relay other information concerning the dash board The description text can display inline on the dashboard or as text accessed from a separate tab Figure 201 shows an example of a dashboard with the dashboard description displayed on a tab S Site Administration Dashboard Dashboard ___ description uestion Submittal Session Type Submitted Confirmed Resolved Question Only 5586 5327 4 6 Answer Only 1162 912 21 5 Search Only 522 497 4 8 Search and Answer 2050 8 2 Pages per Session Page Sessions Avg Pages Support Home 0 0 0 Answer List 137699 15 Answer Detail 72393 0 8 Related Answer 7089 0 1 Browse 1705 0 0 Browse Details 501 0 0 P Service Summary 43 Answers Viewed by Answer Figure 201 Dashboard with Description Displayed in a Tab Chapter 6 Adding images and text fields to dashboards 379 To add a dashboa
279. ear when adding or editing a task Task inheritance A feature for linking a task s assigned staff member contact or organization to the equivalent value in a record associated with the task Task status A method of tracking a task s state The default task statuses are Not Started In Progress Completed Waiting and Deferred Techmail A scheduled utility that retrieves mail from specified POP3 mailboxes RightNow Ser vice processes some of the mail into new incidents and routes the incidents using business rules depending on settings RightNow Marketing and RightNow Feedback process bounced messages to assist in tracking incorrect email addresses Template A structured format used in a docu ment in which specified sections are locked and cannot be edited and a section is open for custom ized content Templates can be added from the Content Library component Territory A specific geographical sales region configured in RightNow Sales Sales representa tives can be assigned specific territories for oppor tunity assignment Up to twelve levels of territories can be defined Test message A mailing message that can be sent to small cross sections of an audience to test a response before launching a final message Text explanation A text field that can be associ ated with a response in a guided assistance guide The text explanation is displayed after an agent selects the associated response from a question
280. earch window For example if you select the Open Dashboard Without Prompting for Search Parameters option on the Edit Settings window the Search window will automatically open when you open the dashboard Refer to Changing dashboard options on page 386 for information about these options If you want to search a specific report on the dashboard without searching the dashboard s other reports select the report on the dashboard click the report s Home tab on the ribbon and then click the Search button To search for information in only one report on a dashboard 1 Open the dashboard 2 Select the report on the dashboard you want to search When you select a single report on the dashboard additional report tabs will display on the ribbon as shown in Figure 221 Ru Home PageSetup Home Display Page Setup Qe a Fe yee Br 2 Rollups a Default Settings Search Refresh Reset Auto i Export j Filter Slice X Definition x Data Set Analyze Report 4 Publish Figure 221 Report Tabs on the Dashboard Ribbon 3 Click the Home tab beneath the ribbon s Report heading and then click the Search button to open the report s Search window The search you perform from the report s Search window will apply only to the selected report Chapter 6 409 7 Enterprise Analytics Enterprise Analytics provides you with a data warehousing system you can use to report on data from your RightNow site
281. earching in explorers f 19 C Reports Explorer global_92_sat RightNow CRM x Home b x y R 5 J Copy y Aup views F F N X Delete Q x Refresh 3 New New Edit Open Queue View Back Forward Folders a Choose Details Report Dashboard Report Report Definition Rename i Qina i5 Record Navigation Display Analytics Reports Explorer db Analytics Items Address Public Reports vE co Activity x Name Created Updated 3 All Mailings Common L Incident Activity Find using Name M I Feedback L Contact Information A CistomenDashboard Find Name values that Marketing Sales Reports Explorer Start with gt Seni Styles Explorer contain ervice J Color Schemes Explorer End with DB Upgraded Service Views gt End user gt Questions ee Images Explorer Match A Text Fields Explorer Customize List Po Recent Items F Case sensitive Chart Styles Explorer DB Upgraded Service Views gt End user gt Answers annotate Show advanced options GS Home ZA Communication Center 8E Contacts s ASMA Logged in as admin 4 Records RJ online 100 O V Ge 4 Figure 1 Searching from the Reports Explorer RIGHT NOW 20 Analytics Explorers 3 Enter field information described in Table 1 Table 1 Reports Explorer Find Menu Description Field Find Using Description Click this drop down menu to select a column in the reports list to search on
282. early display all the additional intervals shown in the repott Specifying filters Chapter 5 Filters are added to a report to limit the data the report will return If filters were not used a report that included information from a certain table would always return all the records in that table Some filters set hard limits as to what the report can return and other filters can be changed when you run the report so you can look at different records Filters also help improve report performance by preventing the report from examining data you do not want included in the repott Creating report filters 313 You can restrict the data returned in a report using the following filters e Report fixed filters Fixed filters restrict the data the report can access Fixed filters cannot be changed or edited when the report is run Refer to Creating report filters on page 313 e Report run time selectable filters Run time filter values can be changed from their default values when running a report This lets you run the report to view data about records that share the values selected in the filter and then immediately run the report again with different values selected in the filter Refer to Creating report filters on page 313 e Level filters Level filters are fixed or run time selectable filters that limit data at the individual output levels Level filters can restrict data from appearing in one level while allowing it to be
283. ecifying filters on page 312 for procedures on creating filters b Click the OK button to apply your custom filter to the report output RIGHT NOW 146 Adding page breaks Chapter 3 Report Management You can easily add page breaks to your reports to make them easier to use If page breaks are added to a report only the specified number of rows will display A report with page breaks will include controls to navigate to other pages Note When page breaks are added to a report the slicing cross tab and rollups options will be disabled Page breaks can be added from the Search window or from the Display tab when viewing a report This section describes adding page breaks from the Display tab Refer to Searching in reports and analyzing output on page 90 for information about using the Search window To add page breaks to a report 1 Click the Display tab 2 Click the Page Report button and select the number of rows per page you want 3 To remove paging from the report click the Page Report button and select Remove Pag 1ng ES Home Display Page Setup incidents RightNow CRM v Docked Filters nopaeicaier Data esp Search Criteria r L Links C v Fix Column Headers ese Exceptions REPRE reer Output Descriptions v Exceptions Multiline Calculations View Format Sections Options ful Reports Explorer E incidents 4b x fad lz lt 12 34556 7S S D A Assign
284. ed Account Date Created D Barbara Runge v No Value E j C Relative 8 Reference Subject Assigned Account o 060216 000070 I downloaded some new ringtones now can t find them Barbara Runge o 060215 000093 Can we get a few more hard copies of the Conversa manual Barbara Runge KS 060117 000167 How do I upgrade my plan online Barbara Runge 060124 000075 Reception problems with my Forbindelse Barbara Runge U 060126 000104 What kind of rebate offers to you currently have Barbara Runge 060109 000114 Voice activated dialing doesn t seem to be working Barbara Runge Q 060224 000113 Voice activated dialing doesn t seem to be working Barbara Runge m 060110 000217 Activating service Barbara Runge 060131 000145 T m being charged for calls I didn t make Barbara Runge a 060202 000455 Where can I find a phone cover For the Yerden Barbara Runge 060113 000219 Which audio formats does the Verden MP3 player support Barbara Runge C 060213 000253 How do I access the GPS features Barbara Runge online 100 O Logged in as admin Records 1 15 101 Total Figure 80 Example of Report with Paging Slicing report data 147 Once you select the number of rows you want the report will display with a list of page num bers and arrows at the top of the page as shown in Figure 80 Clicking lt or gt will take you to the first or last page of the report Clicking lt or gt will take you to the preceding page or the next page of the report If e
285. ed except Color Selecting a color will automatically clear the No Fill check box thus enabling the other options Gradient Mode Click this drop down menu to select the positioning of the primary and secondary colors for the background Using gradient coloring lets you merge two colors None Select this option to use only the primary color as the fill color If you select None the Gradient Color field is disabled Top to Bottom Select this option to merge the colors from the top of the back ground to the bottom Left to Right Select this option to merge the colors from the left of the back eround to the right RIGHT NOW 222 Custom Reports Table 58 Fill Tab Description Continued Field Description Gradient Color Bottom The text description for this option will vary depending on the gra Color Right Color dient mode you select Click this box to select a secondary color to merge with the primary color The fill colors will then merge using the method defined in the Gradient Mode menu For procedures on selecting a color refer to Choosing colors on page 63 Transparency Select a percentage to define how intense the fill colors are A set ting of 100 is completely transparent which prevents the fill col ots from displaying A setting of 0 has no transparency resulting in intense background colors The selected percentage is immedi ately reflected in the Preview field so you can easily scroll
286. editing answers mailings campaigns documents ques tionnaires and invitation messages in HTML with out previous HTML experience iKnow RightNow s intuitive knowledge founda tion that incorporates the self learning knowledge base customer data and analytics to respond in an intuitive intelligent manner when interacting with customers and staff members See also Self learning knowledge base IMP import file A data file with an extension of zmp that is used by the Kimport utility to map values in the CSV file to columns in the RightNow database 447 In Meeting One of the default chat agent sta tuses This status indicates that the agent is in a meeting and is unavailable to chat The In Meeting chat agent status has an Unavailable status type Inactive One of the default opportunity statuses and status types An opportunity with the Inactive status is no longer being pursued but could be acti vated at a later date Inbox An agent s personal queue consisting of all the incidents that have been assigned to the agent Inbox limit The maximum number of incidents in an agent s inbox that cannot be exceeded when pulling from a queue The inbox limit is set in the profile to which the agent is assigned Incident Any question or request for help sub mitted by a customer through the Ask a Question page email a chat session site or answer feedback or from an external source using the API Inci den
287. editing overview 35 overview 33 chart styles editor bar settings descriptions 39 category grid lines descriptions 46 color schemes 42 format options descriptions 49 gauge color ranges descriptions 41 gauge settings descriptions 39 labels buttons descriptions 43 line settings descriptions 39 selecting fonts 61 3D settings descriptions 38 RIGHT NOW 470 chart styles editor continued value grid lines descriptions 46 value scale descriptions 44 value tick marks descriptions 47 Chart Styles Editor window 36 Chart Styles explorer overview 33 chart types and subtypes 304 Chart Wizard Chart Type window 303 General Settings window field descriptions 310 Source Data window field descriptions 306 charts adding charts to reports 299 automatic sizing 312 chart types descriptions 34 304 creating and editing chart styles 35 section layout options 312 selecting layouts 302 Choose a Report Definition for Import window 178 Choose Font window field descriptions 62 Color Ranges window 41 Color Schemes explorer 50 colors Color Menu 63 Color window 63 Custom Color Selection window 64 selecting 63 column calculations adding 281 Column Definition window field descriptions 254 Column Format window 265 Column Trend Options window 260 Comparison Date Offset window 255 Comparison Match Columns window 257 Comparison Percentage window field descriptions 258 comparison percentages 257 comparison values optio
288. efault group separator charac separator ter The default separator is a comma Use custom group separator Select this radio button to define your own group separator charac ter Type the character you want to use in the field Decimal Define how decimal and percentage formats should be displayed Note This option appears only when the selected value format is Percent Decimal Places Enter the number of decimal places to display in the output Use default decimal separator Select this radio button to use the default group separator charac ter The default separator is a period Use custom decimal Select this radio button to define your own decimal separator char separator acter Type the character you want to use in the field Multiply by 100 Select this check box to multiply the decimal values by 100 Note This option appears only when the selected value format is Percent Seconds Define how time units should be displayed Note This option appears only when the selected value format is Seconds or Minutes Seconds When the column outputs a value in seconds specify the format you want to display the time in The available options are Days Hours Minutes and Hours Minutes Seconds Minutes When the column outputs a value in minutes specify the format you want to display the time in The available options are Days Hours Minutes and Hours Minutes Editin
289. efine the start date series from this drop down menu Only date columns can be selected for the start date series Note This option is available only for Gantt charts Select End Date Series Select a column to define the end date series from this drop down menu Only date columns can be selected for the start date series Note This option is available only for Gantt charts 6 Click the Next button to define general chart settings RIGHT NOW 310 Custom Reports Chart Wizard General Assign a title labels and style to your chart General Settings Chart Title Category Axis Label value Axis Label Chart Style Traditional Default Scale C Custom To save your settings and close the editor select Finish MMMM Seriesi MMB Series2 E Series3 2n 4th Cat Cat Cat Cat Cat Categories Figure 162 General Chart Settings 7 Enter field information described in Table 89 Table 89 General Chart Settings Description Field Description Chart Title Type the title of the chart in this text box Category Axis Label Type the label of the category axis in this text box Note This option is not available for Pie Radar Gauge or Funnel charts Value Axis Label Type the label of the value axis in this text box Note This option is not available for Pie Line Bar Combo Radar Gauge or Funnel charts Bar Value Axis Label Type the label for the chart s bar value Note This
290. eir profile Workspace designer The tool used to create and edit custom workspaces WYSIWYG what you see is what you get Se HTML editor RIGHT NOW 468 Index A actions adding actions column 133 Actions column 350 Add Alert window field descriptions 128 Add Filter window field descriptions 314 Add Variable List Item window 241 aggregate functions 246 alerts in schedules 127 Alignment Tab window field descriptions 271 Analytics explorers Chart Styles explorer 33 Color Schemes explorer 50 copying items in 23 Images explorer 52 Reports explorer 25 saving items in 24 searching in 18 Styles explorer 27 Text Fields explorer 54 anchor styles 230 audit log in dashboards 392 in reports 353 Audit Log window 354 392 auto filters 143 auto filter example 144 Custom Auto Filter window 145 Top 10 window 145 auto format dashboards 394 reports 129 see also styles Auto Format window 130 395 auto refresh dashboards 388 469 backgrounds adding to report sections 220 adding to report styles 30 adding to reports 135 adding to text fields 58 Backgrounds Tab window field descriptions 135 borders adding 222 to report sections 222 to reports 136 to styles 32 to text fields 60 Borders Tab window field descriptions 32 buckets slice by 151 C caching 99 calculations adding 281 displaying on separate lines 133 Calculations window field descriptions 282 chart styles applying to charts 311 creating and
291. eld Description Display Click this drop down menu to select the type of formatting you want to use to indicate column output that meets the selected con dition s Image and Text Select this option to show images next to the column output that meets the selected condition s and display the output with differ ent font options Image Only Select this option to show an image next to the column output that meets the selected condition s Text Only Select this option to use different font options for column output that meets the selected condition s Image Click this drop down menu to select the image to display The options are Circle Square Flag Check Up Arrow Down Arrow and Custom Select Custom to select the image from the Images explorer Note This drop down menu is disabled if Text Only is the selected display option Change Color Click this text to change the color of the selected image Note The color of custom images cannot be changed Chapter 5 Editing columns 277 Table 78 Conditional Format Window Description Continued Field Description Preview This field displays a preview of the selected image text or both depending on the selected display option Change Style Click this text to select font attributes for conditional column text 17 Click the OK button to save the conditional formatting 18 If multiple conditional formats are applied to the column define the order in which the fo
292. elect cri teria for variables and run time selectable filters Refresh Click this button to reload the data shown using the report s cur rent search criteria If staff members are permitted to change auto matic refresh settings an arrow will be added to the button You can click the arrow to enable or disable automatic refresh and set the refresh interval For information about automatic refresh refer to Changing report properties on page 355 Reset Click this button to reload the data shown using the report s default search criteria Analyze The buttons in this group let you sort the data shown on the report and apply auto filtering rollups and slicing to the data Auto Filter Click this button to enable auto filtering in the report Auto filter ing provides column filtering after the report has been generated Refer to Using Auto Filter on page 143 Sort Click this button to open the Sort window and select which output columns to sort by and the sort method Refer to Changing sort options on page 141 Rollups Click this button to select rollup options and open the Rollups window Refer to Displaying rollup levels on page 155 Slice Click this button to select slice options and open the Slice window Slicing groups data so you can view only the subset of records you are interested in Refer to Slicing report data on page 147 RIGHT NOW 82 Chap
293. em instead moves with the bottom or right side of the report section when the section s borders are changed To select an anchor style 1 Click an image or text field on the design surface to select it 2 Click the Text Field tab 3 Click the Anchor button to view anchor style options The item s current anchor style will be displayed The gray bars identify which sides of the report section the image will be anchored to Gj Bring to Front i Send to Back dain _ lsize to Fit Figure 121 Defining Anchor Style 4 To clear an anchor click the gray bar indicating an active anchor Adding output and search criteria descriptions 231 5 To add an anchor click the appropriate clear bar For example to anchor an image to the bottom and right side of the report section clear the gray bars at the top and left side and click the clear bars at the bottom and right side of the anchor style selection control Adding output and search criteria descriptions You can add descriptions to your reports to provide additional information about the report s output levels columns and filters The information is customizable so you can add informa tion you think would be helpful to the report s audience You can add output descriptions and seatch criteria descriptions Output descriptions The Output Descriptions report section displays text you enter to describe output levels and columns in the output level The ou
294. ent order For information about moving columns changing column format options and adding col umn calculations refer to Editing columns on page 262 Saving and resetting report display settings Once you edit a column or make changes to a report s output options you can use the Save as Default and Restore options on the Home tab s Default Settings button to preserve the changes or to clear any changes you have made RIGHT NOW 160 Report Management Chapter 3 Saving display and data settings When you change display and data settings or column formatting to modify a report s appear ance those changes will be lost when you close the report When you next view the report it will open using the defaults defined when the report was created However using the Save as Default feature you can save changes to these settings to your workstation so the report will open using the display and data settings you previously defined If you save default settings for a report and the report s default settings are later changed your saved settings will be removed Saved settings are user specific so you must log in as the same staff account to have your saved settings applied to the report For more information about personal and local settings refer to the RzghtNow User Manual To save display and data settings for a report 1 Open a report and change display and data settings 2 Click the Home tab 3 Click the Def
295. ents Integer Lists the difference between the number of incidents created and the number of incidents re Max Backlogged max stats incident_backlog Integer Lists the maximum number of backlogged incidents set to the Unresolved or Waiting status rr on each date Responses sumt stats resp_incidents Integer Lists the number of responses made by agents to incidents on each date lt Li E7 Data Dictionary x Data Dictionary Customize Fields ream Current Dataset w E All Tables E f Functions Variable P E P sd E Lis Logged in as admin 0 Records Fonline 100 O y D Figure 100 Report Using the Data Set View Report design center components 181 lo select Views 1 Edit a report By default the report opens in the design view 2 Click the arrow on the Views button on the ribbon s Home tab and select the view you want The report display will be updated to use the view you select Report design center components The majority of the tasks you perform when creating or editing a custom report are done through the ribbon design surface and data dictionary components of the report design cen ter These components provide access to the data report sections parameters and other items you will use to create and edit custom reports The ribbon design surface and data dic tionary are described in this section along with the items you can add to your report using these components Figure 101 shows t
296. eport layouts view or export a definition of the report schedule the report to be sent out in an email adjust permissions view an audit log and enable inline editing for the report You can also sort the data in the report or view it differently using rol lups or slicing Buttons on the tab s Data Set group give you access to the report s tables fil ters variables and columns The Home tab is shown in Figure 103 Gs H incidents Design global_98_sat RightNow CRM Home Display Insert Level Page Setup b x Ee f X Add Filter PE aaa Tables Filters Variables Add f Nn 7 Column 5 or i Options Scheduling Wx Al Sort J Definition Ay Permissions Rollups Views Report i Inline er Layouts Records 5 Audit Log Editing 44 Slice View Layouts Properties Analyze Show Hide Data Set Figure 103 Home Tab The groups and buttons on the Home tab are described in Table 42 Table 42 Home Tab Description Group Button Description Views This button lets you choose whether to view the report using the report layout design or data set view Refer to Selecting a view on page 179 for descriptions of the views Layouts The buttons in this group let you select a style and layout for the repott Report Layouts Click this button to load a predefined report layout The available layouts are Grid Report Standard Report Chart and Standard Repo
297. er you may not want to display descriptions of all report components so you can specify which descriptions you want to display Search criteria descriptions can be displayed inline or on a tab in the report You select where to place the descriptions from the Search Criteria button on the ribbon s Display tab An example of the Search Criteria Descriptions report section displayed on the design surface is shown in Figure 124 RIGHT NOW 234 Custom Reports Gi je A Section My Incident Activity RightNow CRM x Home Display Insert Level PageSetup Options od i 7 DockedFilters ReportHeader Data Pg 3 Pagereport V Fix Column Headers ge l e Charts Search Criteria v sien Links Row Numbers E uto le ross X A z Hg Format Exceptions Report Footer A Output Descriptions X Chooser Tab Exceptions Multiline Calculations E i Format Sections Options Show Hide My Incident Activity 1 gt x D Level Incident Activity w Add Drilldown Level _ Search Criteria _ Type Name Operator Value Report Filter DateRange between 01 01 2006 04 26 PM to 06 01 2006 04 26 PM Report Filter Interface in list All Report Filter Source in list All Yariable Date Grouping equals Year Month Join Filter Interval Type in list Create to Initial Assigned Incident Edit v 2 S iTi 9 M of G se Interv Incidents Crea Unas 0 Resolv Respons Re Assi Interval Interval Interval Interval
298. erform actions on the records using a variety of methods You can double click a row click a link on the row right click the row and select from commands displayed on a menu or click a button on the rib bon s Home tab to perform an action related to the highlighted record In addition you can edit information directly from the report without opening records using the Inline Editing feature Note To edit records shown on reports staff members profiles must include permis sions to modify the appropriate record types Refer to the RzghtNow Administrator Manual tor information about editing profiles You can customize the actions you can perform on records when using any of these methods You can choose the action performed when double clicking a row and the commands avail able as buttons links and right click menu options You can also enable inline editing and specify the fields that can be edited directly on the report Customizing record commands The record commands that are available on your report help your staff members quickly work with records shown on the report For example staff members can open print and delete records using record commands Record commands can be displayed as buttons on the report s Home tab links displayed in a column and as options displayed when right clicking a row Using record commands you can perform actions on the record types that are displayed in the report but you can also perform act
299. erprise Analytics check box on the upper right of the content pane to add this navigation button to the navigation set 4 Expand the Components tree on the left and open the Enterprise Analytics folder to view the items you can add to the navigation list RIGHT NOW 414 Enterprise Analytics Chapter 7 The Enterprise Analytics items you can add to navigation lists are described in Table 112 Button Catalog Table 112 Enterprise Analytics Navigation Set Items Description Add this item so staff members can use administration tools to manage the reports and dashboards catalog in Enterprise Analytics Note This item is available to only those staff members with the Administrator check box selected in their profile Dashboards Add this item so staff members can view create edit and delete dashboards in Enterprise Analytics Note This item is available to only those staff members with the View Dashboards or Create Edit Delete Dashboards check boxes selected in their profile Reports Add this item so staff members can create reports in Enterprise Analytics Note This item is available to only those staff members with the Create Edit Delete Reports check box selected in their profile 5 Select an item and click the Add button to add it to the navigation list To add multiple items at the same time press Ctrl while selecting items Note You can also drag items and drop them on the lower part of the r
300. ers email addresses or distribution lists Note that all the times below are shown in the interface s time zone PSTSPDT Add Schedule Next Scheduled Time Action Schedule Name Last Run Figure 63 Schedules Window 2 Click Add Schedule The New Schedule window opens New Schedule Subject Comment Format HTML Attachment Images Charts stored on the server Destination folder Run report as admin Recurrence Every day every hour Filter values Use defaults Add Alert Alert Name Exception Last Fired Current Hit Count Action Figure 64 New Schedule Window Chapter 3 Scheduling reports 123 3 Type a name for the new schedule in the Name field The name should clearly identify the purpose of the schedule Note When creating a schedule to publish a report the report that is created in the destination folder is given the name you specify in the Name field 4 Type the email addresses the scheduled report email should be sent to in the To field Sep arate addresses with semicolons Or Click the To button to open the Select Recipients window where you can add staff mem bers groups and distribution lists to the schedule Refer to Figure 30 on page 112 for information about this window Note Specifying accounts or email addresses is not necessary when using the Pub lished format 5 Type a subject for the scheduled report email
301. ery This configuration setting allows you to specify the maximum number of rows that can be displayed in a report Limiting the number of rows prevents inefficient reports from returning more rows than can be quickly processed and dis played If the number of rows returned in a report exceeds this number the remaining results will not be displayed The default value for this setting is 10000 Agedatabase Utility settings The Agedatabase utility automatically runs on the server s hosting your RightNow site s The utility s main function is to perform automatic maintenance on your knowledge base for example aging incidents and answers However Agedatabase also caches report data into individual report tables to make report generation more efficient and it purges old informa tion that is no longer required for reports to help maintain the efficiency of your database The settings described in Table 114 are located in Agedatabase Utility on the General Config uration Menu These settings allow you to set the aggressiveness of the utility s data caching and purging and specify values used by certain sales reports and scorecards that use cached data Important Changes made to system configuration settings can greatly impact the perfor mance and functionality of your entire RightNow site Before you change any system configuration setting it is important that your organization understands the impact of changing the setting Table 114
302. esign tab 5 Select the Display in Docked Filters check box Tip You can double click docked filters and variables shown on the design surface to open them for editing When you run your report or view it using a different view you will see the filters and vari ables you selected at the top of the report in the Docked Filters report section Changing filter and variable display order The Search window you use to search for information in reports displays the report s vari ables and run time filters grouped by the type of input field they use For instance text fields are grouped together menu fields are grouped together and date fields are grouped together The contents of each group are further arranged according to the operators used by each field in the group If you have several filters that use the same operators in each group you can organize them to ensure that your most important fields are listed before less important fields within each group Changing the display order does not affect the logical expressions deter mining the logic the filters use so you can easily change the display without impacting the report s results To change filter and variable display order 1 Add multiple variables or run time selectable filters to your report or to an output level 2 Click the Home tab RIGHT NOW 324 Custom Reports 3 Click the arrow on the Views button and select Data Set View The design surface changes to th
303. evels and in rollups if rollups exist in the report When computed fields are added to rollups the values will reset at the beginning of each rol lup section The Comparison Value and Comparison Percentage Value computed fields are described in Adding comparison columns to reports on page 255 The Trend Value and Trend Percent age Value computed fields are described in Adding trending columns to reports on page 259 The other computed field types that are available are described in the following section Report moving average This column outputs a centered moving average Centered averages calculate the average for a value in a column by averaging that value along with a number of values in the column prior to and preceding that value For example if a report outputs the number of incidents per month a centered average for March that uses three data points would use the number of incidents from February March and April to derive the average Tip Moving averages work best using odd numbers of data points but can use an even number though the internal calculation to derive the value will differ somewhat For an odd number of data points the centered average at z for a given data point dz and number of data points N is are Nels 2 gt Gi N FL FE cee Ot F anc r Nel 72 l tdi N 2 IN For an even number of data points the centered average at z for a given data point di and number of data points N is
304. f the rows and columns to arrange the images and text fields as you want them To change a dashboard section s table layout options 1 Add images and text fields to the dashboard section 2 Select the dashboard section you want to modify on the design surface and then click the Options tab 3 If the section has a manual layout click the Automatic button to change to an automatic layout 4 Click the Table Layout button 5 umns Equally 6 Equally 7 Adding images and text fields to dashboards 381 To give each column in the section s table the same amount of width select Size All Col To give each row in the section s table the same amount of height select Size All Rows To size each column to best show the column s contents select Auto Size All Columns 8 To size each row to best show the row s contents select Auto Size All Rows 5 Properties window opens Edit Table Layout Properties Rows o o ows v Size Type Percentage Best Fit Value 50 To manually configure the table s layout select More Options The Edit Table Layout Size Type Absolute Percentage Best Fit Figure 203 Configuring a Dashboard Section s Table Layout 10 Enter field information described in Table 105 Table 105 Edit Table Layout Properties Window Description Field Description Shaw Select the row column you want to configure and then click this drop do
305. fferent data This eliminates the need to create multiple exceptions to flag data in different columns For exam ple you could use a variable in an exception to flag incidents that were created more than one day ago or to flag incidents that were updated more than one day ago The information you want to flag is selected on the Search window when you run the report For information about creating data exceptions refer to Creating data exceptions on page 284 Creating variables Before you use variables in output columns or data exceptions the variables first need to be created There are several types of variables you can use including predefined lists uset defined lists ad hoc values and replacement values Each of these serves a unique function In reports such as the sample report shown in Figure 126 a user defined list is used to pro vide exactly the menu options you want To add variables 1 Click the Home tab 2 Click the Add Variable button to open the Add Variable window Variables 239 p Add Variable liJ Define a variable for use in other columns or exceptions Name my_variable Prompt Type Predefined List v List Name Group Date v Default Day of Month v Figure 127 Add Variable Window 3 Type a name for the variable in the Name field Variable names will always be preceded by the dollar sign Note The options on the Add Variable windo
306. fini tion window displayed in Figure 130 on page 253 will automatically open This lets you enter the variables used in the function s expression You can either type the variables in the RIGHT NOW 246 Custom Reports Expression field or if the variable is an item listed in the Available Columns Functions field P gt gt you can drag the item into the function s expression Refer to Table 66 for descriptions of the functions you can use in reports Table 66 Functions Description Function Description Aggregate Functions Select from the following to use an aggregate function in the expression Note Ageregate functions can be used only when defining output ave expr This function computes an average value for the data set expr count expr This function returns the number of rows included in the data set p expr max expr This function returns the largest numerical value the last string in p 2g gt g alphabetical order or the latest date in the data set expr min expr This function returns the smallest numerical value the first string in alphabetical order or the earliest date in the data set expr sum expr This function returns the sum of the values in the data set expr sum_distinct expr This function returns the sum of distinct values in an expression reference for a particular record reference rather than for all records of the same type in a table For example if you want to calc
307. for output variables if the user selects grouping by Year Quarter at runtime Note The default value for this setting is YYYY Q GRP_DT_DATE_QUARTER_ FMT Specify the format string used in the predefined group date list for output variables if the user selects grouping by Year Week at runtime Note The default value for this setting is YYYY WW GRP_DT_DATE_WEEK_FMT Specify the format string used in the predefined group date list for output variables if the user selects grouping by Year Week Start at runtime Note The default value for this setting is YYYY WWW GRP_DT_DATE_WEEK _ START_FMT Specify the format string used in the predefined group date list for output variables if the user selects grouping by Day of Month at runtime Note The default value for this setting is DD GRP_DT_DAY_OF_MONTH_ FMT RIGHT NOW 420 Analytics System Configuration Settings Appendix A Table 113 RightNow Common Analytics Settings Continued To Specify the format string used in the predefined group date list for output variables if the user selects grouping by Day of Week at runtime Note The default value for this setting is DAY Use this setting GRP_DT_DAY_OF_WEEK_FMT Specify the format string used in the predefined group date list for output variables if the user selects grouping by Hour at runtime Note The default value for this setting is HH24 GRP_DT_HOUR_FMT Specify the f
308. for the minor tick marks in the Minor Offset field Display The options in this section let you show or hide major and minor tick marks on the chart s scale Major Tick Marks Select this option to show the major tick marks on the chart Minor Tick Marks Select this option to show minor tick marks on the chart RIGHT NOW 48 Analytics Explorers 12 To customize the fonts borders and backgrounds of different sections of the chart click the Format tab shown in Figure 18 y FR New Chart Style global_88_sat RightNow CRM al ae j Home Layout Format E e _ Border z parency Tahoma X Legend Shadow 10 A Background iai BU iF Current Selection Format Figure 18 Chart Styles Editor Format Tab a Click the section of the chart you want to configure on the content pane Or If you know the name of the chart section you want to configure select it from the Cur rent Selection drop down menu on the ribbon The following chart sections are avail able though not all sections are available for all chart types gt Chart Area gt Grid Area gt Title gt Legend gt Category Axis Labels gt Category Axis Title gt Value Axis Title gt Primary Scale Labels gt Secondary Scale Labels gt Data Labels gt Exception Box Chapter 2 Creating and editing chart styles 49 b Select from the buttons on the Format tab s Format group described in Table 13
309. from displaying again when editing the current report select the Do Not Show This Dialog Again check box If you then add another field that requires defining a table relationship you will need to define the relationship from the Data Set window 4 To not define any table relationship click the Cancel button Important If you click the Cancel button the field you added will still be added to the report output and the new table will be added to the report as another primary table However there will be no relationship between this table and the other tables in the report until you manually define the relationship from the Data Set window You will not be able to save the report until this relationship is defined Refer to Changing table relationships on page 297 for information about the Data Set window 5 Click the OK button to save the table relationship Defining intermediate table joins If your report uses data from tables that are not directly linked together in the database you may need to choose how you want to link the tables together when you create your repott Tables that are not directly linked together in the database can still be joined by going through intermediate tables that are common to both Note Most reports should not require intermediate table joins RIGHT NOW 296 Custom Reports Chapter 5 To define intermediate table soins 1 Add a column or filter to the report that requires an interme
310. g or auto filters when the Export button is clicked These options do not display when exporting dashboards Export Current Page Select this radio button to include only the data currently shown on the report in the export file RIGHT NOW 120 Report Management Table 32 Export Options Window Description Continued Field Description Export All Data Select this radio button to include all the data from the report up to 100 000 rows regardless of the report s current record limits page limits slicing or auto filters settings HTML Options Select how you want the HTML file to be generated in this section Note This section displays only when you select HTML format Use Absolute Layout Select this radio button to format the export file using absolute lay out The exported report will match the display of the original report very closely though discrepancies may be noticed in some reports Caution Some browsers do not support printing HTML files that use this layout Use Relative Layout Select this radio button to format the export file using relative lay out The exported report will be similar to the original report though there may be some discrepancies Note Most browsers support printing HTML files that use this layout PDF Options Select how you want to specify the width of the PDF document in this section Note This section displays only when you select PDF format Set Page Wid
311. g columns 269 Table 73 Number Tab Description Continued Field Description NULL Values Define how NULL values in the database should display Display Blank Select this radio button to display a blank for NULL values Display as 0 Select this radio button to display 0 for NULL values Figure 139 shows the column format options for a currency column Column Format Alignment Styles Use default currency format Use the following format options Display symbol Display code Digit Grouping Do not show group separator Use default group separator O Use custom group separator Decimal Decimal Places 2 Use default decimal separator Use custom decimal separator NULL Values Display Blank Display as 0 Figure 139 Currency Tab on the Column Format Window 5 To define options for a currency column enter field information described in Table 74 Table 74 Currency Tab Description Field Description Use Default Currency Select this radio button to use default currency settings as speci Borat fied by your RightNow administrator When this radio button is selected most of the other fields on the Currency tab will be dis abled RIGHT NOW 2 0 Custom Reports Table 74 Currency Tab Description Continued Field Use the Following Format Description Select this radio button to define your own currency format set Options tings When
312. g to a number of reports from a single parent report Conversely a single report with multiple output levels must include all the database tables used by any of the report levels so is more likely to run slowly or encounter limitations in the amount of data that can be queried By linking reports that each use a smaller data set you are far less likely to encounter data limits or negatively impact analytics performance This section describes how to use create edit remove and reorder report links Using report links Chapter 5 When a report link is created it is applied to a specific column in the parent report When you click the link in the column the linked report will open on a new tab an existing tab or on the same tab as the parent report in a split window depending on how the report link is config ured You close a linked report or dashboard by closing the tab or clicking the Top Level link in the report Since report links are specific to columns you can have several links to reports and dash boards in the same report Your report can also include drill down links to other levels in the same report Report links can be added to any of the output levels in the parent report allow ing you to link to a large number of reports and dashboards from one report While report links are easy to use there are some considerations before adding them to reports e Report links will function normally when they are added to workspaces
313. gate Filter X Delete Filter r View Text Definition Ee Display Filter Descriptions Figure 164 Edit Logical Expression Window When you add filters they are automatically joined with AND logic and are displayed in an AND tree You will see run time selectable filters in the tree along with fixed filters which will have an icon displaying a lock To add a filter joined with OR logic to the logical expression a Click Add OR Node You will see the node added to the logical expression b Click the filter that should be joined with OR logic and drag it to the new OR node When you add nodes to the expression the nodes are displayed in a tree structure with fil ters displayed either under an AND node or an OR node Filters under the same AND node are joined to each other using AND logic Filters under the same OR node are joined to each other using OR logic To negate a filter select the filter and click Negate Filter To negate a node in the expres sion select the node and click Negate Expression A negated filter or node will display on the Edit Logical Expression window with an excla mation mark Negated filters and nodes add NOT logic to the filter For example if your filter is zncidents status_id Solved and you negate the filter the filter will become znaci dents status_id NOT Solved To add a new filter select the node you want to add the filter to and click Add Filter Refer to Creating report filters
314. ge 216 What information do you want the report to return This determines the fields to include in the report s output Refer to Managing output columns on page 236 What fields do you want to be able to search on when running the report and what information should be excluded This determines the report s fixed and run time selectable filters Refer to Specifying filters on page 312 Do you want to be able to drill down on any fields to view additional information This determines if multiple output levels or linked reports need to be configured Refer to Adding additional output levels on page 328 and Linking reports on page 337 How do you want the information that is returned to be ordered This determines the sorting options that will be used Refer to Changing sort options on page 141 Who should have access to run or edit the report This determines if the report should be made public and what permissions will be applied to the report Refer to Specifying permissions on page 354 Before creating a report we recommend reviewing the reports already on your site to see if any of them are similar to the report you want If so you can copy the existing report and then edit the copy to meet your reporting needs For information about finding and copying reports refer to Chapter 2 Analytics Explorers on page 17 For information about viewing the contents of a report refer to Viewing report
315. ge 260 Perform Forecast Select this check box to enable forecasting in the trend value col umn Forecast Units Enter the number of time units that will be forecast forward For example if the trended column groups data by week trending for ward three units will show data trended three weeks in the future Report design center ribbon 195 Table 46 Design Tab Column Options Description Continued Group Button Change Description The buttons in this group let you edit comparison percentage and trend percentage column options for the selected comparison per centage or trend percentage column Refer to Adding comparison percentage columns on page 257 and Adding trend percentage columns on page 260 Comparison Direction Click this button and select how the percentage value shown in the comparison or trend percentage column should be derived The value can be derived from the difference between the value in the original column being compared trended versus the value in the comparison or trend column The value can also be derived from the difference between the value in the comparison or trend col umn versus the value in the original column being compared trended Show Icon Select this check box to display icons next to the percentage values returned in the column The icons will indicate whether there is a positive change negative change or no change Icon Colors Click this but
316. genson No Value 060606 000007 Permanent disconnect 04 03 2006 10 35 4M Solved Brenden Foster No vValue 060606 000008 Phone broken 04 08 2006 04 13 PM Solved Faith Carson No vValue 060606 000009 New batteries requested 04 10 2006 06 18 PM Solved Edward Lang No Value 060606 000010 Difficult phone usage 04 10 2006 05 34 PM Solved John Jergenson Tier II 060606 000011 Phone reception problem 04 17 2006 01 54 PM Solved No value Tier II 060606 000012 Old phone replacement 04 19 2006 07 04PM Solved gt Sdministration No Value 060606 000013 Phone card requests 04 22 2006 08 59 PM Solved Tier II 060606 000014 Service poor from Boston 04 22 2006 02 13 PM Solved amp Service Tier II 060606 000015 New employees need a 04 25 2006 09 25 AM Solved No Value phone i Faith Carson 060606 000016 Credit requested 04 30 2006 04 38 PM Solved Brenden Poste No Value Figure 90 Editing a Report Inline To edit an individual value inline 1 Click the row that you want to edit Tip You can see which fields can be edited inline by mousing over the fields on the selected row Fields that can be edited will be highlighted in blue 2 Click the field that you want to change Editing options specific to the field s data type will be displayed 3 Enter the new value 4 To apply the edit press Enter or click outside the field you are editing Changes to some field types are applied automatically when you enter the value 5 To cancel the edit press Esc
317. ges 93 overview 93 rounding 94 Date Tab window field descriptions 266 default display and data settings restoring 160 saving 160 Definition Tab window field descriptions 285 delimited export format 117 design surface in dashboard design center 370 in report design center 206 Design tab chart button descriptions 198 column button descriptions 192 data exception button descriptions 196 filter button descriptions 200 table button descriptions 199 text field button descriptions 195 variable button descriptions 200 display options backgrounds tab 134 borders tab 136 display links column 133 fix column headers 133 RIGHT NOW 472 display options continued page options 131 record layout 130 row numbering 133 tabular layout 130 Display tab auto format 129 button descriptions 83 display options 131 section visibility 138 docked filters in dashboards 406 in reports 322 report section 211 drill down ovetview 75 recursive 333 report linking 337 see also output levels E Edit Dashboard Description window 379 Edit Logical Expression window 320 Edit Row Limit window field descriptions 291 Edit Selection menu 163 Edit Settings window dashboard field descriptions 388 report field descriptions 356 Edit Table Layout Properties window 225 381 Editing Options window field descriptions 352 Enterprise Analytics configuring email addresses 410 navigation sets 412 overview 410 profile permissions 411 trai
318. gt End user gt Q O My Reports Logged in as admin 757 Records Accounts by Profile Permission 02 01 2007 12 00 AM Disabled Accounts 02 01 2007 12 00 4M O Logged In Staff Accounts 02 01 2007 12 00 4M L Profile Permissions by Account 02 01 2007 12 00 4M Ronline Updated 0220172007 12 00 4M 02 01 2007 12 00 4M 02 01 42007 12 00 4M 02 01 2007 12 00 4M 100 Figure 5 Reports Explorer RIGHT NOW 26 Analytics Explorers Repor ts are contained in folders in the Reports explorer These folders are in a tree structure and can be expanded or collapsed to hide or display their contents Reports that are accessible by multiple staff members are contained in the Public Reports folder and private reports that are accessible only to the staff member who created them are stored in the My Reports folder Note Other staff members My Reports folders are not displayed in the Reports explorer However RightNow administrators can log in with a special account to access every account s folders This ensures that private reports can be edited moved and deleted if necessary Clicking a folder in the Reports explorer s tree will display the folder s contents in the list on the right A folder s contents can include reports dashboards and sub folders Reports and dashboards contained in the same folder are automatically sorted in alphabetical order and cannot be reordered However you can drag items
319. h and the margins surrounding the report content RIGHT NOW 132 Report Management To change page options 1 Click the Page Setup tab and click the button to the right of the Display group name The Display Options window opens with the Page Options tab selected Display Options Page Options Data Display Options Report Width Best Fit Fit in window Specific width 0 Pixels Margins lid Margins are in pixels Let 08 Right 0 Figure 69 Page Options Tab on the Display Options Window 2 Enter field information described in Table 35 Table 35 Page Options Tab Description Field Description Report Width Define the width of the entire report using the available radio but tons Best Fit Select this radio button to display the report columns within the width of the window if possible If data would be truncated the width of the report will span beyond the open window and a scroll bar will be added to the bottom of the page allowing you to view the entire width of the report Fit in Window Select this radio button to display the report columns within the width of the window This can result in column names and data being truncated Specific Width Select this radio button to manually specify the report width in pix els inches or centimeters Margins Define the left right top and bottom margins for the report Chapter 3 Modifying report display options 133 3
320. h of text strings appearing in the column Do not limit text length Select this radio button to allow an unlimited length of text strings in the column The column will be automatically resized to fit the length of the output text Limit text to x characters Select this radio button to limit the text string length to a certain number of characters and then type the number of characters Text strings that exceed this will be truncated Text Options Define options to determine how column contents are displayed Display more link when text width exceeds cell width Select this check box to display a link in a row whose text exceeds the allowed width of the column When a link is displayed you can click the link or hover over it to open a window with the full text Display tooltip when cell text exceeds cell bounds Select this option to display a tooltip showing the field s entire text entry when hovering over a field with a text entry that exceeds the width of the column Note This option is available only from the Options button on the ribbon s Format tab Strip HTML tags Select this check box to remove HTML tags from text that is dis played in a column RIGHT NOW 266 Custom Reports Table 71 Text Tab Description Continued Field Description NULL Values Define how NULL values in the database should display Display Blank Select this radio button to display a blank f
321. han ten seconds to run the report will run on the report server unless the report is configured to always run on the production server e Ifa report is to be run on the report server and it is determined it will take longer than sixty seconds to run the report s query you will be given the option to queue the report If you choose not to queue the report you can attempt to run it again using different search parameters e Reports that you attempt to run on the report server can encounter limits on the num ber of database rows that can be queried However the row limits for queries run on the report server are considerably higher than the row limits on the production server Distributing reports Chapter 3 After you open a report you can print it forward it to an email address publish the report to yout folder list or export the data to be used in an external application You can also schedule reports to be published or emailed at specified times or when specified data conditions are met If you have another RightNow interface and want to create a copy of your report on the other interface you can also export your report s definition and import it on the other inter face Important Before you can print export or forward reports or dashboards the Print Export Forward Reports permission must be enabled on your profile s Analytics tab Refer to the RzghtNow Administrator Manual for information about editing profiles Report
322. hart on the design surface Reset to Match Style Click this button to reset the display and formatting of the selected chart area to match the settings specified in the chart style applied to the chart The buttons in this group let you select border background and font characteristics for the selected chart area These same options are available when creating chart styles Refer to Creating and editing chart styles on page 35 Note This group displays when editing a chart Format Options tab The report design center s Options tab is available when you click a report section column table or other item The tab displays options appropriate for the report item you have selected The type of item you select is displayed above the Options tab For example Figure 109 shows the tab after selecting a report section In this example you could edit the section s margins borders fill colors and layout options from the tab Figure 109 shows the Options tab for a text field E We Text Section R Home Display Insert Level PageSetup TextField Options _ Borders Gre Qeill Colory pa ul A None adient a aP Margin as J Automatic Table Layout Add Text Field Margin Border F Fill F Layout Text Figure 109 Options Tab Report design center ribbon 205 The groups and buttons on the Options tab are described in Table 53 Group Button Margin Table 5
323. hat illustrates both cases is if your report includes the zucdents and contacts tables and you then add a field from the accounts table The accounts table can link to the zucdents table through three zcdent fields and can link to the contacts table through one contact field In this instance you would be asked if the accounts table should link to zncdents or contacts and if it is the zncidents table which field in the zuczdents table should be used as the link Defining table relationships when adding columns 295 To define the table relationship 1 To accept the default table relationship that is displayed click the OK button 2 To define which tables should be linked select the radio button next to the table that the new table should join to a If the new table can link to the selected table by more than one field select the correct field from the drop down menu that displays next to the table s radio button The field you join the new table to should be associated with the information you want to output in the report For example if you are joining the accounts table to the incidents table select the zncidents created_by gt accounts acct_id option to output information about the staff member who originally created the incident If you instead want to output information about the staff member the incident is assigned to select the zna dents assgn_acct_id gt accounts acct_id option 3 To prevent the Select Join window
324. he Display tab and select the Report Header or Report Footer check box 3 To add the page header or footer sections click the Page Setup tab and select the Page Header or Page Footer check box 4 Click the report section on the design surface to select it 5 Click the Options tab and click the Automatic button 6 To prevent the section s height from being automatically adjusted to fit the items you add to the section click the Auto Height button to disable it Tip When Auto Height is disabled you can manually change the height of the sec tion by dragging the section s horizontal borders up or down just as you would if the section had a manual layout If a report section has an automatic layout the charts images and text fields you add to it are arranged in an invisible table structure with the items placed in rows and columns You can adjust the sizing of the rows and columns to arrange the images and text fields exactly like you want them To change a report section s table layout options 1 Add images and text fields to the report section 2 Click the report section on the design surface and then click the Options tab 3 If the section has a manual layout click the Automatic button to change to an automatic layout 4 Click the Table Layout button 5 umns Equally 6 Equally 7 Editing section layout properties 225 To give each column in the section s table the same amount of width select Size All
325. he quote e Invalid Email Flag Changed 35 This indicates if the first alternate email address was set to Invalid O Not set to Invalid 1 Set to Invalid Attribute 3 id3 The following describes the contents of this field for each transac tion type The number in parentheses is the type s ID number e Created 2 If the record was created from a call this is the call the incident or opportunity was created from e Edited 3 If the record was updated from a call this is the call the incident or opportunity was updated from e Opt In 23 This indicates if the flag was enabled or dis abled 0 Disabled 1 Enabled e Quote Template Changed 334 This is the template that was changed e Invalid Email Flag Changed 35 This indicates if the sec ond alternate email address was set to Invalid O Not set to Invalid 1 Set to Invalid Appendix B 433 Table 117 Attribute and Description Fields Continued Field Description Description desc The following describes the contents of this field for each transac tion type The number in parentheses is the type s ID number e Created 2 If the new record is a meta answer created from a proposed incident this is the reference number of the incident that was proposed e Access Level Changed 5 This is a bit mask describing the answet s new access level s e Response Sent 8 This lists the email addresses not including BCC the response was sent
326. he report design center s main components and includes the grid rulers rule lines field outlines and section headers design tools you can enable from the ribbon s Display tab RIGHT NOW 182 Custom Reports B New Report global_98_sat RightNow CRM a ee 7 Home Display Insert Level Page Setup b Qt x ps z K3 Options Scheduling P Alsort iii 7 X Add Filter Fp i Definition Permissions SRollups Add Variable Ribbon Views Report Record h Inline Ber Tables Filters Variables Add X Layouts Records E Audit Log Editing Ha sSlice Comparison Column View _Properties __Analyze __ Show Hide _ Data Set _ e J 4 4b fay Level Standard Report with Chart Add Drilldown LeDrilldown Level l l l l l l l l l l l Design l surface l l l l l l l l l l Data Dictionary A x 1 Data Dictionary Customize Fields l G am All Tables Access Level access_id Answer Type type i ari t Account Groups acct_groups Admin Long term Score fault_solyed_count Assigned assgn_acc Data 5 t Accounts accounts Y Admin Short term Score aust_solved_count Assigned Group ass aed 5 m Analytics Audit Log ac_audit_log Answer solution Banner Account bar dictionary 5 i Answer Notifications ans_notif Answer ID fa_id Banner Flag banner H Answer Stats ans_stats mH Answers answers a i 1 A A P A
327. he year listed first followed by the month day hour minute and second such as 2009 02 25 09 43 30 The format you specify is automatically saved to your personal settings so this will be your default format the next time you export a report Note For a list of the date time tokens you can use in the format refer to the RzghtNow Administrator Manual Reset Click this button to reset the date time format to the default for mat Y m d H M S Save the Selected Directory as the Default Directory Select this check box to make the folder you specify your default export directory Selecting this check box saves the folder name to yout personal settings so future exports will be saved to the speci fied folder Add Report Name to Output Select this check box to include the report s name in the export file Note This option is not available when exporting dashboards Report names will display in exported dashboard files if their title bars are enabled in the dashboard s display options Refer to Changing dashboard options on page 386 for information about including report title bars on a dashboard Data Set The radio buttons in this group let you choose to export all the data returned by the report s current search criteria or only data shown on the report when the Export button is clicked Note Data Set options display only if the reports output is restricted by record limits page limits slicin
328. hen the scheduled report should be sent The available times include fifteen minute intervals so a report could be scheduled to send at 6 15 A M and 4 45 P M Every Hour Click this text to automatically select all the hourly check boxes Clear All Click this text to clear all selected schedule time check boxes Recurrence Pattern Select the weekly or monthly interval when the report should be sent For example a report could be sent every two weeks on Tues day or every month on the 7th and 19th Clear All Click this text to clear all selected recurrence pattern check boxes RIGHT NOW 126 Report Management Table 33 Schedule Recurrence Window Description Continued Field Description Monthly Select this radio button to display check boxes for the days of the month You can then select the days of the month when the report should be sent Weekly Select this radio button to display check boxes for each day of the week You can then select the check boxes next to the days when you want the report to be sent When you select this radio button a Recur drop down menu will also display where you can specify the frequency of the weekly report For example if you want the report sent every week on the days selected enter 1 in the field If you want the report to be sent every third week on the days selected enter 3 in the field This field accepts values from 1 to 99 Schedule Specific Months Click the Sched
329. hen you run the report the default comparison date offset can be changed on the Search window This allows you to quickly run the report several times to compare differ ent time periods 8 Click the OK button to save the default comparison date offset 9 Add a fixed or run time selectable date filter to the report This date filter is used to filter the data returned in the column being compared and determines the time period that the comparison column s relative comparison date offset is based on Refer to Creating report filters on page 313 for information about creating report filters Changing comparison options When using comparison values in a report the comparison and compared values will not nec essarily display on the same row as the corresponding values in the other column This is because a value is not automatically returned in a comparison column if there are no records to return For example if a report outputs numbers of incidents assigned to two staff mem bers during the current week and previous week but the top staff member listed in the report had no incidents assigned in the previous week there will not be an entry for that staff mem ber in the comparison value column This will result in the comparison value for the second staff member displaying on the first row of the report To prevent this you can set comparison options to have the report output a zero for any rows that lack a value in a column This resul
330. her with one field in each table specifically the zucidents c_id field ties to the contacts c_id field Since there is only one way to link these tables together RightNow can do so automat ically when you add fields from these tables to a report However other tables can be joined through more than one field For example zacidents can link to accounts through three fields in the zncdents table In this instance RightNow does not automatically create the table link since there are multiple options so you must define which field should be used to tie the tables together in the report This is done using the Select Join window shown in Figure 155 on page 294 which automatically opens when you add fields from tables such as this to the same report Select Join gn incidents banner_acct_id gt accounts acct_id 7 incidents created_by gt accounts acct_id Your join tree will look like this incidents accounts C Do not show this dialog again Figure 155 Select Join Window The Select Join window also appears if your report already has fields from two tables and you add a field from a third table that can be related to either of the tables already in the report In this case you must define which table the new table should be joined to since different data can be returned by joining different tables By default the new table will be joined to the pri mary table in the report using an inner join An example t
331. hink may query or return large amounts of data This is also helpful if you want to view a number of reports but do not want to wait for each to generate To manually queue a report or dashboard 1 Select the report or dashboard on the Reports explorer and click the ribbon s Queue but ton Or Right click the report or dashboard either on the Reports explorer or the navigation list and select Queue The Queue Search Filters window opens where you specify the search parameters you want to use for the queued report Manual queuing 101 Queue Search Filters Filters Interface CAB Select All i Select All V global No Value i Management amp Config CRM Console Thin Client End User pages v Date Grouping Date Range Year Month D ay 10 14 2008 12 00 4M to 10 21 2008 12 00 AM L Relative L Relative Limit and Order C Limit to r Per Page Order by Interval Asc Figure 53 Entering Search Parameters for a Queued Report 2 Enter the search parameters you want to use For information about specifying search parameters refer to Searching in reports and analyzing output on page 90 3 Click the Queue button A message displays an approximation of when the report or dash board will be generated Queue Report i The estimated wait time until delivery is 1m Os You will receive a notification when the report is ready You
332. his and Close All Context sensitive answers A subset of Smar tAssistant that allows organizations to construct special Related Answer links from any web page to provide additional information to their customers See also Help access level 441 Control A tool for placing titles spacers reports and other advanced features on a work space CRM state See State crontab A UNIX command used to schedule when processes including utilities are automati cally run crontabfile A UNIX file that contains and stores the scheduled processes Cross tab A method of displaying report data in a table format CSV comma separated value A file format with commas separating one column value from the next Each row is delineated by a hard return Also called comma delimited CTI computer telephony integration A data connection between telephone systems and com puters CTI screen pop A computer telephony integra tion function that causes information related to contacts incidents organizations or opportuni ties to be opened on staff members workstations when they answer a call Currency A monetary denotation based on country of origin Currencies can be defined for each country or province in which an organization does business See also Exchange rate Custom field A field for gathering and display ing additional information about answers con tacts incidents opportunities organizations s
333. his label displays the chart s title defined when you add a chart to a report You can choose not to show this label or you can show it at the left right top or bottom of the chart Legend Click this button to select options for the chart s legend This label displays a legend to identify the chart s contents You can choose not to show this label or you can show it at the left right top or bottom of the chart Category Axis Title Click this button to select options for the chart s category axis title This label identifies the chart s category axis You can choose to show it or not show it Value Axis Title Click this button to select options for the chart s value axis title This label identifies the chart s value axis You can choose to show it or not show it Data Labels Click this button to select options for the chart s data labels Data labels can be displayed on the chart s bars lines and other display components to show the actual values represented in the chart You can choose to show data labels or not show them RIGHT NOW 44 Analytics Explorers Table 9 Labels Buttons Description Continued Label Description Exception Box Click this button to select options for the chart s exception box This label describes the exceptions shown in the chart if the chart s data includes exceptions and the report is configured to show exceptions on the chart You can choose to
334. i Up f Views r Gx Color Schemes Explorer RightNow CRM x Home ig t amp z g A Delete ce F Refresh aes ew s pen TREE a orwar Q Find 3 Choose Details Record Navigation Display Analytics Color Schemes Explorer 4 gt x Analytics Items Address Color Schemes v Go L Activity Folders x Name S AMan n Schemes D Deiak L Incident Activity Ete Everglades L Contact Information Pfs Dosan Customer Dashboard EF Pastel Reports Explorer Purpl Styles Explorer 2 eas Chart Styles Ex Sapphire Col a S cnemes t piore ap SeaSide Images Explorer P Severity 1 A Text Fields Explorer ZP Severity 2 ap Southwest P Standard 16 ap Standard Translucent EP Subdued Recent Items Quick Search 3D Communication Center 7 Logged in as admin 13 Records Ronline 100 y Figure 19 Color Schemes Explorer 2 Click the New button to open the New Color Scheme window shown in Figure 20 The window populates with default colors C New Color Scheme global_85_st RightNow CRM a haa Home Qax H mE i Commands ap New Color Scheme db Logged in as admin Ronin 100 O O Figure 20 New Color Scheme Window RIGHT NOW 52 Analytics Explorers 3 To change a particular color click the box with the color to open the Color window Refer to Choosing colors on page 63 for the procedure to select colors or c
335. i nurse I Gz abora Ringe Incident Activity Brendan Foster 2 z chearubbe Incident Detail R Chris Seger f bj d 3 d a Christina Azevedo Reference Subject Create Status Assigned Account 8 Douglas Abramson 060501 000006 Late charges on my bill 05 01 2006 12 49 AM Solved Brendan Foster E 20 ale 060501 000025 Battery is completely dead 05 01 2006 06 20 AM Solved Ray Kizer P E Jennifer williams 060501 000043 I m getting a sync error when 05 01 2006 07 42 AM Solved Jerry Owings 8 ni Jerry Owings I access my email E John Jergenson 060501 000044 I m concerned about the 05 01 2006 07 42 AM Solved Chad Hubbel a Kathleen Olmos health hazards related to cell iH Michael Johnson phone use a E Ray Kizer y m 0 AE 060501 000045 I m getting some unreliable 05 01 2006 07 44 AM Solved Jennifer Williams t Rhonda Moreira A service around Anytown T 060501 000046 Enabling voicemail 05 01 2006 07 56 AM Solved Jennifer Williams a 060501 000047 Where can I get a copy of my 05 01 2006 08 11 AM Solved Jennifer Williams service contract j i gt 060501 000048 Reception problems with my 05 01 2006 08 15 AM Solved Jennifer Williams v Logged in as admin 1 235 Records Ry Online 100 _U a Figure 81 Sliced Report Example Slice Displayed as a Tree RIGHT NOW 148 Report Management Figure 82 shows a report sliced on assigned account with the slice options displayed as links cr My Incident Activity g
336. icking the arrow displays options to let staff members enable or disable automatic refresh and change the interval time for automatic refresh of data Refer to Changing dashboard options on page 386 for information about automatic refresh of dashboard data Chapter 6 Group Button Reset Dashboard ribbon 401 Table 109 Home Tab Description Continued Description Click this button to reset the dashboard s search criteria to the defaults and regenerate the dashboard using the default search cri teria Display The buttons in this group let you modify how the dashboard is dis played For example you can apply a style to all the reports on the dashboard to give them a similar appearance Screen Click this button to display all the dashboard s reports on the screen when the dashboard is run Each report can have separate scroll bars to view the report contents Scrollable Click this button to display all the contents of each report on the dashboard Each report will display in its preferred size and the height and width of the items in each report will be fixed When this option is selected separate reports will not have separate scroll bars but the dashboard will have vertical and horizontal scroll bars if needed to display the entire dashboard Note If the entire size of the dashboard exceeds 32767 x 32767 pixels dashboard contents will be clipped when using this option Display Options
337. ify the offsets for the chart s grid lines When you select this option Major Offset and Minor Offset fields are displayed Enter the numeric offset value you want for the major grid lines in the Major Offset field and the off set you want for the minor grid lines in the Minor Offset field Display The options in this section let you show or hide major and minor grid lines on the chart Grid lines can make it easier to identify val ues on the chart Show Major Select this option to display major grid lines on the chart Major Color Select this option to open the color menu where you can choose the color you want for the major grid lines Refer to Choosing col ors on page 63 for information about selecting colors from the menu Show Minor Select this option to display minor grid lines on the chart Minor Color Select this option to open the color menu where you can choose the color you want for the minor grid lines Refer to Choosing colors on page 63 for information about selecting colors from the menu Show Left Chapter 2 Select this option to show grid lines along the left side of the chart Note This option is not available on the Value Grid Lines button Creating and editing chart styles 47 Table 11 Category Grid Lines and Value Grid Lines Buttons Description Continued Option Left Color Description Select this option to open the color menu where you can choose
338. ight click the column you want to hide and select Hide Column 2 To show a hidden column right click a visible column select Insert Hidden Column and select the column you want shown in the report The column will be displayed in the report in the column s last location Changing sort options A report s default sort options are determined by the report s parameters and output After generating a report you can change your sort options to sort by any column in the report You can sort columns from the report s Data tab or if your report is shown using the report view by clicking column headers RIGHT NOW 142 Report Management To change sort order trom the ribbon 1 Click the Home tab and click the Sort button to open the Sort window This button is also on the Design tab which is available when using the layout view Sort items by Weight v Ascending Sort by Menu Sequence Descending Then by Date Last Updated v Ascending Sort by Menu Sequence Descending Then by none v Ascending Sort by Menu Sequence Descending sieni Ascending Sort by Menu Sequence Descending Figure 76 Sort Window 2 Select the primary field you want to sort by from the Sort Items By drop down menu 3 To sort by the selected field in ascending order select the Ascending radio button To sort in descending order select the Descending radio button For example to so
339. ight side of the content pane 6 Click the Save and Close button on the ribbon to save the changes to the navigation set Using Enterprise Analytics 415 Using Enterprise Analytics Once you configure Enterprise Analytics you can open it from the Enterprise Analytics navi gation list When you select one of the items Enterprise Analytics will open on a new tab on the content pane e Dashboards Select this item to view reports shown on dashboards or to create dash boards e Reports Select this item to create new reports or edit existing reports e Catalog Select this item to organize reports and dashboards in folders using actions such as copy move and delete Important Enterprise Analytics uses data sent from your RightNow database each night Thus the RightNow data you view in Enterprise Analytics can be from 0 to 24 hours old depending on when the data was sent and when you access your reports or dashboards in Enterprise Analytics Enterprise Analytics resources When you view create edit and delete reports and dashboards in Enterprise Analytics you use tools provided by Birst Inc a vendor RightNow has partnered with While these tools are not described in this documentation you can find help FAQs training videos and other information on Birst s online help site located at http akweebeta com mediawiki 1 12 0 Important Since your data is automatically uploaded into Enterprise Analytics and the tools
340. ightNow Service See also RightNow Customer Portal Enterprise Analytics An enterprise level reporting tool for viewing diverse data on large data sets including data from external databases Escalation A means of tracking answers inci dents opportunities and tasks using business rules When a rule s conditions are met the rules engine schedules escalation to the new level When the scheduled time based on absolute or relative time arrives the rules engine sets the escalation level and takes the action specified by the rule such as sending an email notifying a manager or following up with a customer See Business rules Even split mode A market testing mode that sends test messages to equal portions of an audi ence for broadcast mailings See Market testing Everyone access level An access level designed to allow answers to be visible to all staff members and customers depending on the answer status Exception A method of highlighting report data that meets certain criteria Data exceptions also allow email alerts to be sent when data in a sched uled report meets the exception criteria Exchange rate A scale of monetary conversion from one currency to another See Currency Expanded File Manager A version of the File Manager that provides additional access to the mat directory for modifying the format of email mes sages See also File Manager and Basic File Manager 445 Explorer A layou
341. iguration Clicking a button displays that option s list of administration items Administration interface The graphical user interface that staff members use to configure manage and work with all elements of a RightNow application See also RightNow Console Administrator aA staff member who configures customizes and maintains a RightNow applica tion RIGHT NOW 436 Administrator login The default login used by the RightNow administrator to log in the first time after downloading RightNow This special login is not a defined staff account and has no profile asso ciated with it After logging in with the administra tor login a profile with full access and edit permissions must be created and a staff account with that profile must be added A navigation set containing navigation buttons and their associated navigation lists must be assigned to the profile in order to access all RightNow functionality Advanced mode A workspace editing mode that includes controls for panels tab sets and tables which are not present in the basic mode Advanced mode also allows the definition of addi tional properties for fields and controls on the workspace Agedatabase A scheduled utility that operates on the knowledge base data to maintain dynamic answers and make searching more efficient for staff members and customers Agent A staff member in RightNow Service who may be assigned incidents and chats with cus
342. il questions and Ask a Question queries from customers See also SmartAssistant Suggestion A product recommendation auto matically generated by Offer Advisor using a pre dictive model based on customer purchase history Support Home The entry page on the customer portal that contains links to the main functions in RightNow Service This page provides customers with quick access to the tools they need to answer their questions and receive immediate customer service Survey A method of gathering customer responses and feedback Surveys can be sent as mailings served as a web page or sent as events triggered by a campaign or business rule See RightNow Feedback Survey status A method of tracking the state of a survey The default survey delivery statuses include Draft Launched Scheduled Preparing to Send Sending Suspended Suspended by Error Canceled and Completed Suspended A mailing and survey status that indicates a mailing or survey has been temporarily suspended from the Sending or Launched status Suspended by Error A mailing and survey sta tus that indicates a transactional mailing or transac tional survey encountered an error and has been temporarily suspended RIGHT NOW 464 Synchronization The process of collecting and combining records from online and offline data bases to ensure data is consistent between both databases Also called syne See also Offline mode and Online mode
343. imarily by the email headers used to generate the signature Dormant incident An incident that is not returned when performing word or phrase based searches After remaining in the Solved status for a specified time incidents become dormant to ensure that the knowledge base is populated with the most useful and timely information Draft The preliminary status of a mailing or sur vey When a mailing or survey is created it is set to the Draft status The status will also return to Draft if the mailing or survey s schedule is can celed Drill down To start at a top or general level and become more specific at each lower level Right Now s drill down feature enables access to addi tional output levels in reports Drill down filter tThe fields in an output level used to filter the data returned when drilling down to another output level This impacts what data is returned in the drill down level Drill down link The field in an output level that is used as a link to drill down to the next output level Dual tone multi frequency DTMF The sys tem used to identify the numbers on the telephone keypad by using two tones of different frequencies for each key This is used by the dialed number identification service Editor A layout format on the content pane when working with administration items The edi tor contains the fields for adding and editing an administration item Else clause The clause that fo
344. ime zones will be set to that of the staff member who is using the dashboard This is set in the staff member s staff account e A specific time zone you can select from a list of standard time zones Owner Click this drop down menu to select a dashboard owner Only the dashboard s owner can view or edit the dashboard unless the owner makes the dashboard public and grants permissions to other profiles Refer to Specifying permissions on page 391 Open dashboard without prompting for search parameters Select this check box to open the dashboard using the default run time filters for the reports If this check box is not selected the Search window will open for the dashboard s reports before the dashboard is displayed Selecting this check box does not prevent the Search window from opening if a report has a required run time filter Refer to Searching dashboard reports on page 406 for informa tion about searching reports in a dashboard Refresh dashboard when data shown is changed due to an action initiated from this dashboard Chapter 6 Select this check box to automatically refresh the dashboard s reports when you initiate an edit from one of the reports in such a way that the reports contents would change The dashboard is refreshed only if a record is edited in such a way that the record no longer matches the dashboard reports search criteria Changing dashboard properties 389 Tab
345. in the guide See Guided assistance Text field A customizable field containing text that is commonly added to reports Once a text field is created it can be added to any custom report and then adjusted as necessary Text matching A feature in Offer Advisor that enables agents to search for specific terms that best express the customer s interests After a search the list of promotions and suggestions on the Offer Advisor window will be reordered and the ranking of each will reflect its relevance to the terms entered by the agent See Offer Advisor Text question A question type that allows cus tomers to type their answer to a question Theme A group of related text responses to a sutvey question Themes are created by topic mon itoring and identified by common keywords See also Topic monitoring Thin client The non graphical interface in RightNow Service See Accessibility interface Third party screen pop A feature in RightNow that allows staff members to open a RightNow Console or report from a third party application Time billed A way to track the time spent responding to incidents Data from the Time Billed field can be used for customer billing and determining average incident resolution time Topic monitoring A process that groups survey text responses into clusters of related responses called themes and labels each theme with key words that define the responses See also Data mini
346. in Figure 102 has groups for Print Background and Display options and you can click the Background group s button to open the Display Options window Ri SS Home Display Page Setup u A ie A 7 Page Header Fill Colory j Page Footer Gradient t o Ert aes Landscape e Margin Width Margin X Print to Fit Transparency S a Print E Background fx Display x I queue activity by incident RightNow CRM Background group button Figure 102 Button Groups on the Page Setup Tab Windows give you access to the same features you can access from the ribbon though the windows group the options differently and sometimes contain additional options not avail able from the ribbon Important When explaining features that can be accessed from a window or the ribbon we describe the feature using the window but keep in mind that the ribbon s but tons provide shortcuts to most of the same features available on windows The buttons available on the tabs that are unique to the report design center s ribbon are explained in this section Since the buttons on some tabs vary depending on what is selected on the design surface the buttons you see when editing a report may be different from what is shown in this section RIGHT NOW 184 Custom Reports Home tab The report design center s Home tab gives you access to options that impact the entire report For example you can select r
347. incidents for each staff member could have a group filter to display information only for staff members with more than ten unresolved incidents Refer to Creating group filters on page 316 Variables Variables can be used to return different data or the same data in different formats in one column For example you could create a single report that displays the number of incidents by staff mem ber group queue or status You select the information you want when you run the report Refer to Variables on page 238 Comparison Date Offset Staff members can select comparison date offsets when they run a report with comparison columns Comparison columns are used to display related information from different time periods For exam ple comparison columns can be used to see how many opportuni ties were created in two different quarters Refer to Adding comparison columns to reports on page 255 Chapter 5 Managing report sections 215 Managing report sections Report sections are added to the design surface by using a layout or by selecting the sections on the ribbon When a section is displayed on the design surface you can resize the section and add content such as text fields database fields and charts You can also change section colors margins and borders using the options on the ribbon and adjust layout properties for certain sections An example of a report s design surface showing report sections inclu
348. individually or in dashboards can take a long time to run if their database queries attempt to query a large amount of information However you can queue reports with intense queries so you can continue to work in RightNow while the reports run in the background When the queued reports have been run you can open them and immedi ately view their data You can manually queue reports that you think may take a long while to run or that you want to view at a later time If RightNow determines that a report will take an excessive amount of time to run which can result in unnecessary load on your database you will be given the option to queue the report using the report s current search parameters If you choose not to queue the report you can select more restrictive search parameters for your report and try to run it again Note Reports that attempt to query too many rows in the database will not be able to run If you queue such a report the server will not be able to process it If your site is configured to use a report database for reporting purposes queuing works somewhat differently than it does on sites without a report database Refer to Report data bases on page 105 This section describes how to manually queue a report what to do when presented with auto matic queuing options and how to view reports that have been queued once they process Manual queuing Chapter 3 You can easily queue reports or dashboards that you t
349. information is known Quick Search can be used to search the knowledge base no matter what navi gation list is displayed or what is open on the con tent pane RightNow contains a number of default Quick Search reports and other reports can be added to the Quick Search button in navigation sets Quota The revenue goal assigned to a sales rep resentative during a specified time period such as month or quarter Quote A formal price assigned to a sales product for a particular customer during a sales period Quotes also include any discounts applied as well as the valid dates for the quote Quote template A template defined for a spe cific type of sales quote Quote templates are used when generating a quote for an opportunity See also Quote Record pool The memory space used to tempo rarily store all records loaded in a single desktop workflow session Record tabs All the tabs associated with the open record on the content pane Each tab con tains fields and options for adding and updating record information Regular expression A combination of opera tors and character strings used to define a search field or a condition statement in a business rule Reject One of the default opportunity statuses and status types A lead with the Reject status has been rejected by a staff member Related answers A feature that assists custom ers in finding answers to questions related to the current session history Re
350. ing report output on page 115 for a description of these file types You can also choose to export the definition to an XML file which you can use to create duplicate reports on other RightNow interfaces Refer to Exporting report definitions on page 74 5 To send the report definitions to the printer click the Print button Exporting report definitions If you have multiple RightNow interfaces you can use report definitions saved in XML files to create reports on other interfaces This allows you to create duplicates of complex custom reports on other interfaces without manually re creating the reports This section explains how to export report definitions to XML files which you can later import For information about importing report definitions refer to Importing report defi nitions on page 178 To export report definitions to XML files 1 Open the Report Definition window as described in Viewing report definitions on page 72 click the window s Export button and select Report Definition Or When viewing a report click the Home tab click the Definition button and select Export The Save As window opens Desktop Emy Documents EG 2 My Computer My Recent my Network Places Documents Desktop My Documents pi My Computer e File name My Incident Activity i My Network Save as type xml xrnl Figure 40 Saving a Report Definition Chapte
351. ing mode A market testing mode that sends test messages to a specified percentage of the audience After determining the most effective message a final message can be sent to any audi ence members who did not receive a test message See Market testing Scheduled A mailing and survey status that indi cates a broadcast mailing or broadcast survey is ready to be sent and will be emailed at the sched uled send date and time RIGHT NOW 460 Scheduled report A report that is sent as an HTML email or HTML email attachment to staff members distribution lists or external email addresses at specified times Scheduled reports can also be sent when alerts defined in data exceptions are triggered Schema The structure of a database system described in a formal language supported by the database management system In a relational database the schema defines the tables the fields in each table and the relationships between fields and tables Score A calculated value that ranks the order of displayed answers An answet s score is deter mined by its solved count and any display position that was set when the answer was added or updated Score also refers to the relative weight assigned to each choice in a choice question for sutveys Score values can be used for survey calcu lations to trigger rules or campaign actions based on a contact s answers and also for reporting pur poses Screen pop See CTI screen pop
352. ini tions and filter definitions as lines of text in the report See also Output definition Inline editing A feature for editing values directly on a report without having to open each record to make changes Staff members can edit individual values in one record or select several rows to change values in multiple records Staff members must have permission in their profile to edit the specific record type and inline editing must be enabled on the report Inner join A relational database operation that selects rows from two tables on the condition that the value in the specified column of the primary table is equal to the value in the specified column of the secondary table See also Outer join Interactive voice response IVR A telephone system application that allows callers to provide information for example incident reference num bers or organization name to the system using either their voice or a touch tone keypad Interface The console windows and pages used by staff members and customers to access a Right Now application and interact with a single knowl edge base The interface name determines the URL for the web site the name of the RightNow exe cutable and the g directory name See also Administration interface Interface Manager A utility for managing mul tiple interfaces using one RightNow knowledge base Invitation method A way of distributing a sur vey broadcast survey transaction
353. ion Organization hierarchy A feature for creating or changing the hierarchy of organizations A hier archy can be created by making one or more orga nizations subordinate to another organization Twelve hierarchy levels can be used Outer join A relational database operation that selects rows from two tables regardless of whether the specified columns contain corresponding val ues An outer join will return all rows from the pri mary table and any rows from the secondary table where the value in the specified column of the pri mary table is equal to the value in the specified col umn of the secondary table See also Inner join 453 Output definition A description of a report that can be viewed when generating a report or when mousing over the report title and columns Output definitions are predefined for all standard reports and can be defined when creating a custom report Output level A distinct section of a report that outputs report data Reports can have multiple output levels each of which can have their own fil ters groupings data exceptions headers footers and descriptions Output levels in a report are related through drill down links and drill down fil ters Page A web page a customer portal page in a RightNow Service application Path The connector between items in a cam paign flow diagram A path can be one of four types Standard Submit Yes or No and can con nect two actions or a
354. ion Group Button Define Data Source Description Click this button to open the Chart Wizard where you can select data options for your chart Refer to Using the Chart Wizard on page 303 Arrange The buttons in this group let you position the selected chart on the design surface and remove it from the report Delete Click this button to remove the selected chart from the report Bring to Front Send to Back Click these buttons to place the selected chart on top of or beneath overlapping charts Type Click this button to change the type and subtype of the selected report If the data options in the new chart type differ from those in the old chart type the Chart Wizard will open allowing you to select new data options Refer to Table 87 on page 304 for descrip tions of the available chart types Chart Style Click this button to select a chart style for the selected chart Refer to Chart Styles explorer on page 33 for information about chart styles Report design center ribbon 199 Table 49 Design Tab Chart Options Description Continued Group Button Labels Description Click in the text fields in this group to type text for the chart s title category and value labels 3D Settings Click the buttons in this group to specify angle and depth settings for a three dimensional chart Refer to Chart Styles explorer on page 33 for information about 3D settings Note
355. ion upper str This function returns string str in all uppercase characters For PP 8 pp example the expression upper global COM returns the value GLOBAL COM Date Functions Select from the following to use a date function in the expression Note Refer to the RzghtNow Administrator Manual for a list of the datetime format tokens you can use in date functions Most of the date functions allow you to combine the supported format tokens in any combination you want date_add date units This function returns the value of date plus a specified amount of interval round time where date is a datetime type column or a literal string in the format YYYY MM DD ot YYYY MM DD HH MM SS The amount of time to add is specified by wats and interval Units must be a positive integer or an expression referring to an integer data base field specifying the number of intervals to add Interval can be SECONDS MINUTES HOURS DAYS WEEKS MONTHS or YEARS To round the result to the beginning of the specified interval set the round argument to 1 otherwise set round to 0 and the result will not be rounded For example the expression date _add 2007 11 25 22 35 00 48 HOURS 1 will return the value 2007 11 27 22 00 00 date_format date This function converts date from a datetime data type to a string format and reformats it to match the format specified by format Date can be a datetime type column or a literal string in the format YYYY MM
356. ion When a section is configured with automatic layout you do not need to specify the placement of items on the section or the sec tion s height Layouts Click the down arrow on this button to select a layout for the chart section Refer to Adding charts with chart table layouts on page 302 Note This button is shown when a chart is selected on the report Auto Height If Automatic layout is selected you can click this button to prevent the height of the section from being automatically set RIGHT NOW 206 Custom Reports Group Button Table Layout Table 53 Options Tab Description Continued Description If Automatic layout is selected you can click this button to config ure the layout of the table that underlies each report section For example you can specify that all columns in the table have the same width giving any images or text fields in those columns the same amount of horizontal space Refer to To change a report section s table layout options on page 224 for information about table layout Add Text Field Click this button to add a new text field to the report Note This button is shown when a text field image or report sec tion is selected on the report Add Chart Click this button to add a new chart to the report Note This button is shown when a chart is selected on the report Add Column Design surface Click this button to add a new output co
357. ion contains the Current Date text field which is a variable that outputs the date when the report is run Note This section can be added or removed from the design sur face using the Page Header check box on the ribbon s Page Setup tab Report Header This section contains text fields that will display at the top of each page of the report By default this section contains the Title and Sub Title text fields Note This section can be added or removed from the design sur face using the Report Header check box on the ribbon s Display tab Output Descriptions This section contains text that you can modify to provide general information about the report Output descriptions can display inline as text on a separate tab or by rolling over the columns in the report Refer to Output descriptions on page 231 Note This section is shown on the design surface by selecting Display Descriptions Inline from the Output Descriptions button on the ribbon s Display tab Search Criteria Descriptions This section contains text explaining the filters that are added to the report Search criteria descriptions can be displayed inline or as text on a separate tab in the report Refer to Search criteria descriptions on page 233 Note This section is shown on the design surface by selecting Display Search Criteria Inline from the Search Criteria button on the ribbon s Display tab RIGHT NOW 212 Custom Repo
358. ions on other record types that are related to the information displayed in the report For example if the report displays information about incidents the report s record commands can be configured to perform actions on the con tacts that are associated with the incidents This section describes the procedures to select the record commands you want on your report customize the actions performed when using record commands and add record com mand links to your repott RIGHT NOW 348 Custom Reports Chapter 5 Selecting record commands By default every record command available for your report is enabled but you can remove recotd commands you do not want staff members to access Record command buttons and right click menu options are added automatically depending on which record commands are enabled for the report The enabled record commands also determine which record com mand links are available though these need to be added to the report manually Refer to Adding record command links on page 350 To select record commands 1 Click the Home tab and click the Records button The Customize Record Commands win dow opens Note The Records button 1s disabled on reports that do not have rows that display or are associated with unique records Customize Record Commands iJ Please select the record commands you would like to be available for the current report when run in a standard reporting context If the user h
359. is button group displays only if your profile includes the Print Export Forward Reports permission Refer to the RightNow Administrator Manual for information about editing profiles Print Margin Click this button to select the size of the margins used when print ing the report The available options are Normal Narrow Medium and Wide Size Click this button to select the size of the paper used when printing the report The available options are Letter Legal Executive A3 A4 and A5 Portrait Landscape Click these buttons to print the report in portrait or landscape mode Page Header Page Select these check boxes to include a page header and page footer Footer when printing the repott Print to Fit Select this check box to scale the report to your printer s default page width and send the report to the printer RIGHT NOW 86 Chapter 3 Report Management Table 23 Page Setup Tab Description Continued Group Button Description Background The buttons in this group let you add a background color to the report You can select the background color and add a gradient color to blend into the primary color You can also choose how intense the colors should be with the Transparency setting Display The buttons in this group let you add margins to the report and set the report s width Margin Click this button to select the width of the margins around the report The available options are None N
360. is grid to use the column s as labels in your chart Labels represent each piece of the pie To remove a column drag it back to the Available Columns section or select the column and press Delete Note This option is available only for Pie and Funnel charts Add Line Series Drag one or more columns from Available Columns to this grid to use the column s as the line series in your chart To remove a column drag it back to the Available Columns section or select the column and press Delete Only numeric columns can be used as series Note This option is available only for Line Bar Combo charts Add Bar Series Drag one or more columns from Available Columns to this grid to use the column s as the bar series in your chart To remove a column drag it back to the Available Columns section or select the column and press Delete Only numeric columns can be used as series Note This option is available only for Line Bar Combo charts Select Gauge Series Drag one or more columns from Available Columns to this grid to use the column s as series in your chart To remove a column drag it back to the Available Columns section or select the column and press Delete Only numeric columns can be used as series Note This option is available only for Gauge charts Select Line Series Chapter 5 Drag one or more columns from Available Columns to this grid to use the column s as the line series in your chart To remove a colum
361. ishing a report lets you modify the data and display options of an existing report and then save a copy of the report with these settings which other individuals can then access Once a report is published it cannot be modified and the report data will remain unchanged even as the knowledge base is updated This ensures that your audience is presented with the report as you want them to see it Published reports can be viewed by staff members who have permissions in their profile You can change the permissions and published report properties by editing the published report For detailed instructions about changing permissions refer to Specifying permissions on page 354 Note If the report style the report used when it was published is deleted a default report style will be used when rendering the published report The published report will appear exactly as it appeared when you published it with the fol lowing exceptions e Drill down links are disabled for report levels and linked reports e The reports run time selectable filters are not available e Actions that can be taken on individual records in the report are disabled Therefore buttons on the Home tab s Record group are not available inline editing is disabled and action links will not be displayed e The Publish option is not available You can also automatically publish a report at specific times using the Published format when you schedule a report Published re
362. isplay on the report s Search window The variable menu can also display at the top of the report in the docked filters section for easy access by individuals using the report Refer to Docking variables and run time select able filters on page 322 for information about docking filters Computed fields Chapter 5 Computed fields are not actual fields in the database but are calculated from the columns in your output level Before the output level has columns added computed fields will be unavail able Once you add columns to the output level the data dictionary s Computed Fields tree will show the columns you have added If you click a column in the tree the available com puted fields for that column will appear in computed fields in the data dictionary You can then drag the computed field you want to the design surface just as you would with a stan dard database field Tip You can also add computed fields by clicking a column on the design surface to select it clicking the Design tab clicking the arrow on the Insert Column but ton and selecting the computed field you want to add Computed fields 243 Most database fields will have only a comparison value computed field available Integer fields which store numbers will have additional calculations available The moving average moving total percentage of average percentage of total running average and running total columns are all available to use in output l
363. italic and change the text s alignment within the text field In addition you can add a background color for the text field Margin Click this button to select the width of the margins around the item The available options are None Narrow Medium Wide and Custom Selecting Custom lets you specify the number of pixels for the top bottom left and right margins Border The buttons in this group let you add borders to the text field and change the borders display options You can identify which bor ders you want and choose the borders color size and style The groups and buttons available on the Design tab when editing a data exception are described in Table 48 Table 48 Design Tab Data Exception Options Description Group Button Desctiption Edit Click this button to open the Exception Editor from which you can edit the selected data exception Refer to Creating data excep tions on page 284 Display Reference The drop down menu in this group lets you select the field you Chapter 5 want to highlight to indicate which rows meet the selected data exception Report design center ribbon 197 Table 48 Design Tab Data Exception Options Description Continued Group Button Description Arrange The buttons in this group let you add remove and position the selected data exception Add Click this button to open the Exception Editor window to add a new data exception Refer to Cre
364. itor Display Reference Entire Row Tabular Display Graphical Display Use Data Dictionary Epes par click for options or start typing to receive context sensitive assistance Operator v Use this to compare the Expression with the Value Value Figure 149 Exception Editor Chapter 5 Creating data exceptions 285 3 Enter field information described in Table 82 Table 82 Definition Tab Description Field Description Name Type the name of the data exception Display Reference Click this drop down menu to select how the data will be high lighted Options are Entire Row or specific columns from the report Expression Right click in this field to select the database column used to except data in the report Use Data Dictionary Click this text to open the Edit Expression window where you can select functions variables and database fields Operator Click this drop down menu to select the operator to use in the exception criteria This drop down menu is activated once a data base column is selected Refer to Table 91 on page 317 for a description of operators Value Specify the second part of the expression in this field The options available vary depending on the selected value type the type of database field the exception is based on and the operator that is used You can type in a value select items from a drop down menu or select dates from calendars 4 To
365. izard The first page of the wizard shows you the reports and dashboards you have access to excluding published reports You can create links to any of the reports or dashboards shown on the page including those that are private 5 Select the report or dashboard you want to link to and click the Next button Report Linking Wizard Assign Filter Values The following is a list of the linked report s run time selectable filters On this page you can specify the filter values you want to use for the linked report when you click on the link If you want to set a filter value that is based on data in the parent report set the Use drop down menu to Parent Column Value and then choose the column value from the Yalue drop down menu If you want the parent report s filter value to be passed to the linked report s filter set the Use drop down menu to Parent Filter Value and choose the filter you want from the Value drop down menu If you want a filter to use the linked report s default filter values set the Use drop down menu to Default Filter Value If you want to specify a constant value for a filter set the Use drop down menu to Custom Filter Value and then set the value Filters marked with a red flag are required and must have a value Required Name Prompt Operator Value contacts last_name contacts last_name equals Default Filter Value w No Value contacts first_name contacts first_name equals Default Filter Value w
366. k 1 2 Edit the report that you want to create the link from If your report has multiple output levels select the report level where you want to create the link Select the column in the parent report where you want the link to display It does not need to be the column with the data used to create the link s condition Click the Report Linking button on the ribbon s Design tab and select Add Conditional Report Link The Conditional Report Linking wizard opens Conditional Report Linking Wizard Welcome to the Conditional Report Linking Wizard This wizard helps you link another report to this report based upon a defined condition First choose the parent column and then set the values for the condition you wish to link Column Interval v Operator equals xv Value 027 9 2009 11 26 AM To continue click Next Figure 182 Creating a Conditional Link On this page of the wizard you specify the condition s that must be met for the link to be triggered The link you create is activated only when a value in the parent report meets the condition s you specify You can add other conditional links to the same column to open different reports or dashboards when selecting other rows in the report 5 Click the Column drop down menu and select the column in the parent report that you want to use to create the link s condition The column you select does not need to be the same column the link i
367. kE EAA aetouse ahe4 300 Addins charts manua rac odd a sn Bb t aot eyo hae een Raat oun weg Mes 301 Adding charts with chart table layouts 00 00008 302 sine the Coat Wizard a u0s a ceawssuntpadct seg h Geen ENE 303 Modifying chart placement anGsSiZi 0 five tes ded eelce set dane beledoless 312 DOeC MINS HEr eenei a REE OEE A ge EA ebay oe 312 CeO Fe POL ETS wa a a a e E A EE AE 313 Crequne level Miter eyra AN E EOE EEA 315 AOT orou ES ee k ae a a a E e T E Sg oo 316 Selectie Her opeta Sesser iniae a a eatha eaaa 317 Detmine logical Cxpres SIONS ene a a E AN 319 Combining run time selectable filters tscanitedince Hate and epee eee wis 321 Docking variables and run time selectable filters 522 Creatine Ol NNGs o5 are e a E es ese EIEEE 324 Adding additional Output levels cca 5 3 o ncana cre tino e godt ah EEES 328 Result roupi 5 3426 at4 e ead Se anh erare Staub ste sieve ne mee Site 4 328 Chaneine Croup Orden icc ices cawede edo stead ee eeatelee Bates 329 PACINO OULDUL eve Sus vis bnew uthae ed Pees Mea S Saree ink gee oe 331 Configuring recursive drill down levels 0 00 0 0 0 eee ee 333 Adding custom scripts to output levels a a cere Gardens caso See a 335 POREO ia acer e mrae wera gre orn enor ar eres OR a emer a err re IN Use report HO kS eeri AEE RAER N EEES 338 Contents 7 CRA Leo AIS a8 cues cs ete eres ak so ee eases E 339 Ordern condtonal ORS e am eee area are eee arn a ee ETEEN 345 E
368. l appearance of the cell data based upon certain criteria Conditional Formats Add Clear All Condition Format Action Move Down Figure 143 Conditional Tab on the Column Format Window Conditional formatting flags information in output columns without creating a data exception For example you could add formatting to a column in an incidents report to display the column s output in red text if an incident s status is Unresolved Multiple for mat options can be used to flag output using images background colors and fonts 13 Click Add to open the Conditional Format window Note The options shown on the Condition tab will vary depending on the type of data output in the column the condition is added to For example a column that out puts dates will have operators and values that are unique to date fields Conditional Format Condition Operator equals Value All Figure 144 Selecting a Conditional Format Operator for a Date Column 14 Select the operator and value s you want flagged RIGHT NOW 2 6 Custom Reports 15 Click the Format tab to define how the flagged data is displayed Conditional Format Display Image and Text v Image Flag v Chane Preview 10 pt Tahoma Figure 145 Selecting Conditional Format Display Attributes 16 Enter field information described in Table 78 Table 78 Conditional Format Window Description Fi
369. lated answers appear on the bottom of the Answer page and are sorted by relatedness those answers that appear at the top of the list are most related to the answer being viewed Relationship item A control used to create workspaces Relationship items can include lists of records as well as other information such as audit logs and file attachments Relative time The number of hours from a spe cific event or time such as two hours from the time an incident was created relative time is used in business rules and custom reports In standard reports relative time is the amount of time passed based on an organization s work hours See also Absolute time Report Any standard report custom report or list of records accessed from a navigation list on the navigation pane Standard and custom reports can also be accessed from the Reports explorer Report control A control that inserts a report into a workspace Report linking A feature in RightNow Analyt ics for creating links between reports Linked reports and dashboards can be seamlessly opened from other reports just as report levels can be opened from other levels in the same report Both conditional and unconditional links can be created Report schedule An option for subscribing to a standard or custom report Staff members can schedule the report to be sent to an individual staff member a group of staff members a distribution list an external email address
370. ld not be returned by the report However if the tables were joined with an outer join all contacts from the primary table could be returned even if they did not have associated incidents in the secondary table Given that RightNow automatically adds tables to the report when you add a field from the table the order in which you add fields to the report impacts what records the report can return For example if you add a field from the zncdents table and then a field from the contacts table to a report you can only report on contacts that have incidents associated with them since zcidents is the primary table and contacts is the secondary table Because of this you should generally add a field from the table in which you are most interested in first Thus if your reports purpose is primarily to output information about contacts a field from the con tacts table should be added as a column before fields from other tables Manually adding tables When you add output columns or filters RightNow automatically adds the appropriate data base tables to the report However you can also manually add the tables you want in the report Caution To ensure report queries are efficient manually adding tables to a report should only be performed by individuals with a thorough understanding of SQL que ries How join types work 293 To manually add tables to a report 1 Delete all columns and filters from an existing report or start with a
371. ld will be NULL for an answer creation or an incident escalation Table 117 Attribute and Description Fields Field Description Attribute 1 id1 The following describes the contents of this field for each transac tion type The number in parentheses is the type s ID number e Created 2 If the record type is an incident this is the IP address of the incident s source stored in Int64 format e Edited 3 If the record type is an incident this is the IP address of the incident s source stored in Int64 format e Assigned 4 This is the ID number of the assigned group e Status Change 6 This is the ID number of the new sta tus e Response Sent 8 This is the staff member who sent the response e Forwarded 14 This is the staff member who forwarded the record e Message Send Failure 15 This indicates the type of transaction that failed 8 Response sent 14 Forwarded 21 Forwarded by a rule 22 Quote sent e Incident Proposed 16 This is the answer that was cre ated from the proposed incident e Queue Changed 17 This is the queue the record is assigned to Continued on the next page RIGHT NOW 430 Transaction Descriptions Appendix B Attribute 1 id1 conz Table 117 Attribute and Description Fields Continued Description e Stage Changed 18 This is the stage the opportunity was moved to e Quote Sent 22 This is the staff account that sent the quote
372. le 106 Edit Settings Window Description Continued Field Combine filters on the same field in search dialog Description Select this check box to combine filters on the same field used in multiple reports on the dashboard For example multiple reports on the same dashboard might all have filters to search by contact email address If this check box is selected the dashboard s Search window will join these into one common filter for this field The seatch value entered for the common filter will filter the results for all reports that have this filter Combine filters with the same name and type in search dialog Select this check box to combine filters that have the same name and filter on different fields with the same data type For example if there are two filters both named Contact and one filter searches a text field for first name and the other searches a text field for last name these filters can be joined into one common filter The search value entered for the common filter will be checked against both the first name and last name fields Cache the drilldown levels for all reports Select this check box to automatically cache the data in report lev els when they are displayed When you open a dashboard with this option enabled the data shown on the reports initial output levels will be stored on your workstation When you drill down on a report to view another output level and then return to the report s
373. lect this layout for an output level with the Docked Filters Page Header Report Header Data Area Report Footer and Page Footer report sections Standard Report with Select this layout for an output level with the Docked Filters Page Chart Header Report Header Charts Data Area and Page Footer report sections RIGHT NOW 218 Custom Reports Table 56 Report Layout Options Continued Layout Description Chart Select this layout for an output level with the Page Header Charts and Page Footer report sections This layout is not available on the Getting Started window Note When a report output level includes a chart but not tabular data you can add data for the chart directly from the Chart Wizard Refer to Using the Chart Wizard on page 303 Manually adding sections to the design surface While layouts will automatically add certain report sections to the design surface you may want to customize the sections displayed once the layout is applied Manually adding report sections to the design surface is simple using the ribbon You can add different sections to each output level in a report For example the primary output level in your report might include a header and chart and the other output levels in the report might include only the data area section To display and hide report sections on the design surface 1 If your report includes more than one output level select the level you want from the Level
374. led but the drill down links cannot be the same To configure recursive drill down levels 1 Create a report output column from a hierarchical item for example accounts hierarchy or incidents prod_ nerarchy 2 Click the Level tab and click the Edit button The Level Settings window opens with recur sive drill down options RIGHT NOW 334 Custom Reports Level Settings iJ Define level options for group order drill downs hierarchy columns and custom scripts General Settings Name Description Displays incidents from a specific interval Group Results Change Group Order Drilldown Settings Filter incidents assgn_acct_id Link count distinct incidents i_id C Display Report Level in Split Window in Recursive Drilldown Settings Enable recursive drilldown for incidents cat_hierarchy Starting Level 4 v Link incidents cat_hierarchy v Custom Scripts Custom Script Add Figure 174 Configuring Recursive Drill Down The recursive drill down feature is automatically enabled To disable the feature clear the Enable Recursive Drilldown check box 3 Click the Starting Level drop down menu and select the starting point for the drill down level For example starting level 1 would be the top product in your list of products Start ing level 3 would be three sub products down from the parent product 4 Click the Link drop down menu and select the
375. lets you easily customize the same text fields for different dashboards To add a text field to a dashboard 1 Add the dashboard section to the design surface that you want to add the text field to a To add the dashboard header or footer sections click the Display tab and select the Dashboard Header or Dashboard Footer check box b To add the page header or footer sections click the Page Setup tab and select the Page Header or Page Footer check box 2 If you want the text field to be automatically positioned on the dashboard click the dash board section click the Options tab and click the Automatic button Refer to Selecting dashboard section layout options on page 380 for more information 3 Click the Display tab 4 Click the Text button to open the Insert Text Field window Adding images and text fields to dashboards 383 New Text Title Sub Title CurrentDate Page PageNumber of NumberOfPages Figure 204 Insert Text Field Window The window displays standard text fields and custom text fields that you have added in the Text Fields explorer The text fields default fonts colors and other attributes are reflected in the display 5 Click the text field you want to add to the dashboard The Insert Text Field window will close and the cursor will display the name of the text field you are adding when you hover over dashboard sections that accept text fields such as the dashboard header 6 C
376. lick the column on the design surface to select It a Click the Design tab b Click the Edit button to open the Column Definition window shown in Figure 130 on page 253 c Type the text you want to describe the column in the Description field d Click the OK button to save the column description Chapter 5 Adding output and search criteria descriptions 233 To display output descriptions on reports 1 Click the Display tab 2 Click the Output Descriptions button and select the display option you want from the list The options are described in Table 61 Table 61 Output Descriptions Display Options Option Description Do Not Display Select this option to remove output descriptions from the report Descriptions Display Descriptions on Select this option to show the output descriptions when rolling Column Rollover over the report columns that have definitions defined Display Descriptions Select this option to show the output descriptions in the output Inline level s output below the page header and report header sections Display Descriptions on Select this option to show the output descriptions on a separate Separate Tab Description tab that will be added to the report Search criteria descriptions By default the Search Criteria Descriptions report section includes information about the fil ters in your report along with descriptions of the report s variables record limits and com parison date offsets Howev
377. lick the dashboard section on the design surface where you want to add the text field The text field will be added to your dashboard as shown in Figure 205 Drop a report from the report explorer Drop a report from the report explorer Figure 205 Text Fields Added to Dashboard Header RIGHT NOW 384 Chapter 6 Dashboards 7 To add a new text field you will use only on the dashboard click the Options tab and click the Add Text Field button The new text field will be added to the dashboard section with default text and text attributes which you can then edit Refer to Editing text fields on page 384 for information about editing text fields 8 Click the Save button to save the changes to the dashboard Editing text fields Once you add a text field to your dashboard you can edit it to change the fonts colors text and other attributes These edits will apply to the text in the dashboard but the original text field will not be affected Note Certain standard text fields such as Current Date include values that are dynamically updated when the report is run While these fields can be edited you cannot edit their dynamic value placeholders lo edit a text field Right click the text field and select Edit Text Field Or Click the text field click the Text Field tab and then click the Edit button The Edit Text Field window opens For procedures on using this window refer to Editing text fields o
378. llows the Then clause of a business rule If the conditions of a rule are met the actions in the Then clause are invoked if the rule s conditions are not met the actions in the Else clause are invoked Email answer A feature that enables customers to email answers they are viewing to a specific email address Email management A function of RightNow that sends and receives email messages processes bounced messages intelligently routes incoming inquiries based on business rules and automati cally suggests answers to inquiries Email message An email that is automatically sent by RightNow to customers or staff members The sending of email messages is triggered by events in RightNow For example when a cus tomer submits a question in RightNow Service the Question Receipt message will be sent to the cus tomer s email address Email messages can be enabled or disabled sent in ASCII text or HTML format and the text headers and footers can be customized Encryption The process of translating a text message into unreadable text to ensure security Encrypted messages may be read only by autho rized persons with access to a private key that allows them to convert the message back into readable text End user interface The term for older versions of the customer portal These include the Classic and November 07 pages sets which may still be in use by organizations that have upgraded from ear lier versions of R
379. lly position the item if the section has a manual layout If the section has an automatic layout the text field or image will be positioned automatically and the dashboard section s height will be adjusted to best fit the image or text field You can also set table layout options to change how the items in the section are sized By default dashboard sections have manual layout enabled To enable automatic layout of a dashboard section 1 Add the dashboard section you want to your dashboard a To add the dashboard header or footer sections click the Display tab and select the Dashboard Header or Dashboard Footer check box b To add the page header or footer sections click the Page Setup tab and select the Page Header or Page Footer check box 2 Click the dashboard section you want to modify on the design surface 3 Click the Options tab and click the Automatic button 4 To prevent the section s height from being automatically adjusted to fit the items you add to the section click the Auto Height button to disable the feature Tip When Auto Height is disabled you can manually change the height of the dash board section by dragging the section s horizontal borders up or down just as you would if the section had a manual layout If a dashboard section has an automatic layout the images and text fields you add to it are arranged in an invisible table structure with the items placed in rows and columns You can adjust the sizing o
380. lobal__84 sat RightNow CRM ete BD sone Display Page Setup gt LyCopy Forward Q Q Ae FY l Sort al 3 Forward X Delete Assign Rollups E 13 Default Settings i es Print o Propose Sa od WOSlice eee Definition X Record Data Set Analyze Report fed Reports Explorer _ My Incident Activity 1px Slice Assigned Account Status ax All Barbara Runge Brendan Foster Chad Hubbel Chris Seger Christina Azevedo Douglas Abramson EdwardLang Faith Carson Jennifer Williams Jerry Owings John Jergenson Kathleen Olmos Michael Johnson Ray Kizer Rhonda Moreira 85 Top Level gt 2006 05 Incident Activity Incident Detail Reference Subject Created Status Assigned Account 060501 000006 Late charges on my bill 05 01 2006 12 49 4M Solved Brendan Foster 060501 000025 Battery is completely dead 05 01 2006 06 20 4M Solved Ray Kizer 060501 000043 I m getting a sync error when 05 01 2006 07 42 AM Solved Jerry Owings I access my email 060501 000044 I m concerned about the 05 01 2006 07 42 AM Solved Chad Hubbel health hazards related to cell phone use 060501 000045 I m getting some unreliable 05 01 2006 07 44 AM Solved Jennifer Williams v Logged in as admin 1 235 Records RJ online 100 _u mr Figure 82 Sliced Report Example Slice Displayed as Links Tip You can easily hide the slice section in your report by clicking the section s Auto Hide button or you can remove slicing from the report
381. lso add borders to a report from the Display Options window Each border can have different colors styles and weights applied To add a border to a report 1 Click the Page Setup tab and click the button to the right of the Display group name 2 Click the Borders tab Modifying report display options 137 Display Options Page Options Data Display Options id Choose the appropriate line settings and then click on the preview surface or click on the application buttons to apply the border s Line 7 Preview Color E Style None Weight Figure 72 Borders Tab on the Display Options Window 3 Enter field information described in Table 37 Table 37 Borders Tab Description Field Description Color Click this box to select a color for the border For procedures on selecting a color refer to Choosing colors on page 63 Style Click this drop down menu to select one of the following border styles Solid Dashed Dotted Inset Outset Double Groove Ridge or Rounded Weight Click this drop down menu to select the width of the border in pix els You can choose between 1 and 10 pixels Preview This area defines the placement of the borders you define Click any button to place a border or click the area in the Preview white space where you want the border Click this button to add the selected border attributes to the top border of the report area Top Border
382. lter of znucidents status_id Solved and a filter of inci dents quene_id Queue A the logical expression will be zncidents status_id Solved AND inci dents quene_id Queue A This expression would result in the report returning only solved incidents that are in Queue A If the default logical expression does not suit your needs you can modify the expression from the Edit Logical Expression window You can also delete edit and add filters from this win dow if you decide your existing filters need to be changed while editing the logical expression Report filters level filters and group filters are joined with separate logical expressions though each expression is edited in the same manner To edit a logical expression 1 Open the Edit Logical Expression window for the report filters level filters or group fil ters depending on the type of filters you want to change the expression for a To open the Edit Logical Expression window for report filters click the Home tab and click the Filters button b To open the Edit Logical Expression window for level filters or group filters select the report level you want from the Level drop down menu at the top of the design surface Click the Level tab and then click the Level Filters or Group Filters button RIGHT NOW 320 Chapter 5 Custom Reports Edit Logical Expression Actions TP date_range Add Filter o T interface Add OR Node B t4 a Edit Filter Ne
383. lude tabs to access reports on other dashboard pages Since every report in a dashboard is fully functional you can access the standard options available when viewing a report that allow you to sort columns show or hide columns and add column calculations If the report and the permissions allow it you can also access records listed in the reports Figure 215 shows a sample dashboard highlighting dashboard features Dashboard ribbon 399 Gs Report My Dashboard RightNow CRM aa je Report ribbon tabs t S Heme Rage Setup Home Display Page Setup a E Copy 3 Forward A Sort DOIN Q O D Pie h Smee am X Delete 2Assign v SRollups a Open New Search Refresh Reset Auto i Export Definition Publish Print Propose Filter Slice v Record Data Set Analyze Report Reports Explorer My Dashboard dep 2 tah Assigned Account Date Created Docked filters TA All v No Value C Relative Dashboard tabs J eaei gt gt j Assigned Account Contact ID ctory assistance Douglas 4bramson 7465 2 there long distance charges for Chad Hubbel 1077229011 yy haven t I received my phone in Rhonda Moreira 1077269574 Wwnloading applications to the pho Jennifer williams 1077225717 Report menu options Copy Assign Delete Forward Incident Unass Assign Resolved Responses 0 0 68 100 0
384. lumn and select the unit to use from the drop down menu You can choose Percentage of the total width of the report Pixel Inch Cm centimeter Mm millimeter Pica Point Em and Ex 10 Click the Styles tab to define the column s text styles Text styles control the font color margins background colors and borders for text fields The current setting for each text field s style is shown next to the name of the text field Column Format Number Alignment DataHeadings 11 pt Tahoma Rollup Headers 11 pt Tahoma Record Labels 11 pt Tahoma Record Data 10 pt Tahoma Data 10 pt Tahoma Edit Add Data 14 pt Tahoma Edit Remove Rollup Totals 10 pt Tahoma Edit Report Totals 10 pt Tahoma Edit Apply Styles to All Columns Figure 142 Styles Tab on the Column Format Window 11 Enter field information described in Table 77 Table 77 Styles Tab Description Field Description Data Headings Click Edit to define the style for the column s heading when the report is shown with a tabular layout Rollup Headers Click Edit to define the style for the rollup headers if shown in the report s output RIGHT NOW 2 4 Chapter 5 Custom Reports Table 77 Styles Tab Description Continued Field Description Record Labels Click Edit to define the style for the column s heading when the report is shown with a record layout Record Data Click Edit to define the style f
385. lumn to the report Note This button is shown when a column is selected on the report The design surface displays all of the sections you add to your report from the ribbon Only report sections displayed on the design surface will be included in a report when it is run Once you add a section to the design surface you can add edit and remove content in the section or modify the display of the section itself For example you can drag database fields to the data area insert charts into the Charts section and edit the report s title in the report header Information about working on the design surface is included throughout this chapter When working on the report design center you can add rulers lines and headings to help you identify sections and fields shown on the design surface These options are accessed from the Show Hide group on the ribbon s Display tab Figure 101 on page 182 shows the report design center with these options enabled Chapter 5 Data dictionary 207 Data dictionary The data dictionary is shown on the report design center when you use the design or data set views and lists the available tables and fields from the database that can be used in custom reports Functions variables and computed fields can also be selected from the data dictio nary Any item listed in the data dictionary can be dragged to the Data Area section to add the field as an output column dragged to Docked Filters to create a
386. m in a rule base The variable is assigned an initial value that can be modified through rule actions used as a rule con dition to trigger other actions and restored to its initial value for the next round of rules processing Variables also refer to shortcuts defined for a larger string that can be inserted in the body of an answer or inserted inline during a chat session When the variable is inserted in the body of the answer or in a chat response it is replaced with the value specified in the variable Visibility A setting that determines where a cus tom field or customizable menu item will appear Visibility settings specify the interfaces in a multi ple interface installation where these fields appear the settings can also define whether the fields appear on the administration interface and cus tomer portal and whether certain custom fields with customer visibility can be edited Waiting One of the default incident status types and incident statuses An incident marked Waiting has been responded to by a staff member and is waiting for a response from the incident creator Watchlist notification An email sent to those customers who have requested to be notified when a particular answer has been updated Web form A document in RightNow Marketing that allows contacts to input information that can be submitted to the database Web forms are served as web pages by RightNow Web Indexer A search method in RightNow Ser
387. marketing personnel and sales representatives can quickly and efficiently complete routine tasks as they work with customers and prospects The user s how to guide combines several RightNow user manuals into one easy to use resoutce RightNow Voice Manual Contains general information about the applications that com prise RightNow Voice as well as implementation information for each Voice application This manual is intended for organizations who offer RightNow Voice or are considering this self service solution anyone implementing RightNow Voice and staff members who are respon sible for managing the software on behalf of an organization or for their own organization after implementation RightNow August 09 documentation 15 RightNow August 09 Release Notes Contains a brief description of the new and expanded features in RightNow August 09 including features common to all products and those specific to RightNow Service RightNow Marketing RightNow Feedback and RightNow Sales RightNow HMS Guide Contains upgrade instructions for customers hosted by RightNow Technologies RightNow Smart Conversion Guide Contains procedures for upgrading from RightNow CRM 7 5 and subsequent versions to RightNow August 09 RightNow Smart Client Installation Guide Contains procedures for installing the RightNow Smart Client on staff workstations using the Click Once or MSI deployment method RightNow XML API Manual Contains
388. method defined in the Gradient Mode menu For procedures on selecting a color refer to Choosing colors on page 63 Transparency Select a percentage to define how intense the fill colors are A set ting of 100 is completely transparent and prevents the fill colors from displaying A setting of 0 has no transparency resulting in intense background colors The selected percentage is immediately reflected in the Preview field so you can easily scroll through the transparency percentages to find a value that best suits your needs RIGHT NOW 136 Chapter 3 Report Management Table 36 Background Tab Description Continued Field Description Preview This area provides a sample of how the fill colors you select will appear on the report background Picture In addition to adding background colors for a report you can add a background or watermark image to the report Select Image Click Select Image to select the image to use with the report Images are added using the Images explorer Refer to Images explorer on page 52 for procedures on adding images in the Images explorer Clear Image Click Clear Image to remove a previously selected image from the report Layout Click this drop down menu to define the placement of the image on the background Available options are None Title Center and Stretch 4 Click the OK button to save the background Adding borders to a report You can a
389. mize the ribbon when editing a dashboard double click a tab Click the tab to temporarily display the buttons and click the tab again to hide them To permanently restore the tab buttons double click the tab again Home tab The options available on the Home tab allow you to preview the dashboard you are editing and configure options that apply to the entire dashboard For example you can select a dash board layout and specify when the dashboard s contents should be refreshed Figure 191 shows the Home tab Ry A Section Laa Home Display Page Setup Options id A Scheduling rs x amp Display Options if m j Permissions Auto Format Views Options Scrollable Paraman CAR Audit Log Layouts v Values Tab View Properties Display Parameter Tab Figure 191 Home Tab The groups and buttons on the Home tab are described in Table 98 Table 98 Home Tab Description Description Group Button This button lets you choose whether to view the dashboard using the report view or design view Refer to Selecting report or design Views views on page 361 Group Button Properties Dashboard design center ribbon 363 Table 98 Home Tab Description Continued Description The buttons in this group let you modify properties that apply to the entire dashboard Options Click this button to select different options that impact how the dashboard will be run For example
390. modify other settings that are specific to the column s data type In addition conditional formatting can be added to a column to flag data that meets your specified criteria and numeric values returned in a column can be replaced with gauges to display graphical representations of the data You can also add a URL link to a column that when clicked launches the web page you specify Note The procedure in this section describes editing column format options from a window However many of the options available from the window are also avail able on the ribbon To edit column format options 1 Right click the column and select Edit Format to open the Column Format window The tab that is initially displayed when you open the window will vary depending on whether you are editing a column that contains text dates numbers or currency Figure 136 shows the column format options for a text column Chapter 5 Editing columns 265 Column Format Alignment Styles Conditional Text Length Do not limit text length Limit text to characters Text Options C Display more link when text width exceeds cell width C Strip HTML tags NULL Values Display Blank Display as No Value Figure 136 Text Tab on the Column Format Window 2 To define options for a text column enter field information described in Table 71 Field Text Length Table 71 Text Tab Description Description Define limits to the lengt
391. n Limit Wrapped Text to x Rows If the Wrap Text check box is selected type the maximum number of wrapped rows that should be shown in the report output You can type a value between 1 and 100 RIGHT NOW 2 2 Custom Reports Table 75 Alignment Tab Description Continued Field Description Repeating Values The fields in this section let you hide repeating values in the col umn Hide Repeating Values Select this check box to hide repeating values in the column Only the first row with the value will show the value Subsequent rows with the same value will be blank Selecting this option can make a report s output more legible by hiding repetitive text in a column Exclude Hidden Values Select this check box to exclude hidden values from consideration from Calculations and in column calculations and column auto filter options Auto Filtering 8 Click the Width tab to define the column s width Column Format Specific Width Figure 141 Width Tab on the Column Format Window 9 Enter field information described in Table 76 Table 76 Width Tab Description Field Description Best Fit Select this radio button to allow RightNow to automatically size the width of the column to the best fit Chapter 5 Editing columns 273 Table 76 Width Tab Description Continued Field Description Specific Width Select this radio button to define a width for the column Type the width of the co
392. n The color is added to your custom colors c Click the OK button to apply the color you selected or created to the component you are defining 4 To view additional standard colors or to create a custom color from the color menu click More Colors The window shown in Figure 34 opens Choosing colors 65 Colors x Standard Custom Colors Cancel Current Figure 34 Selecting Additional Standard Colors from the Color Menu a To choose a standard color from the window click the color you want and click the OK button to apply the color to the object you are editing b To define a custom color click the Custom tab Colors x Standard Custom v Colors Color Model RGB Red io Bes 102 Current Figure 35 Defining Custom Colors from the Color Menu You define custom colors from the Custom tab in the same manner as you would define custom colors from the Color window Refer to step 3 for information about defining custom colors c Click the OK button to apply the custom color to the object you are editing RIGHT NOW 66 Analytics Explorers Chapter 2 67 3 Report Management You can easily manage standard and custom reports using the Reports explorer From the explorer you can organize locate and view reports When viewing a report you can print forward and export the report If the report allows inline editing you can also edit data
393. n criteria you define Note This section can be added or removed from the design sur face using the Exceptions check box on the ribbon s Display tab Page Footer Chapter 5 The page footer is similar to the page header section The text fields added to this section display at the bottom of printed reports By default this section contains the page number text field This is a variable which outputs the current page number and the total number of pages in the report Note This section can be added or removed from the design sur face using the Page Footer check box on the ribbon s Page Setup tab Report elements 213 Text fields and images You can add text fields and images to your report to enhance the report s appearance and to clarify the report s purpose Refer to Adding images and text fields to reports on page 226 for information about adding and modifying images and text fields Output columns The output columns you add to the report levels data sections determine the information your staff members can see about the records returned in the report There are different types of output columns including database fields functions and computed fields You can apply formatting to the columns in your report and also add calculations to tally data shown in each column Columns can be added from the Column Definition window or by dragging fields from the data dictionary Refer to Managing output columns
394. n drag it back to the Available Columns section or select the column and press Delete Only numeric columns can be used as series Note This option is available only for X Y charts with a combo sub type Adding charts to reports 309 Table 88 Select Source Data Description Continued Field Add Bubble Series Description Drag one or more columns from Available Columns to this grid to use the column s as the bubble series in your chart To remove a column drag it back to the Available Columns section or select the column and press Delete Only numeric columns can be used as series Note This option is available only for X Y charts with bubble or combo subtypes Add Bubble Values Drag one or more columns from Available Columns to this grid to use the column s as bubble values in your chart To remove a column drag it back to the Available Columns section or select the column and press Delete Note This option is available only for X Y charts with bubble or combo subtypes Category Axis Series Select a column to use as the category for the chart from this drop down menu Note This option is available only for Gantt charts Select Progress Series Select a column to use as the progress series for the chart from this drop down menu Only integer columns can be selected for the progress series Note This option is available only for Gantt charts Select Start Date Series Select a column to d
395. n Table 97 Table 97 Edit Settings Window Description Field Description Click this drop down menu to select the time zone to use with the report The dates and times shown in the report will be adjusted according to the time zone that is specified The available options Time Zone include the following e Same as Interface The report s time zone will be the time zone set for the interface This is the default setting e Same as Account The report s time zone will be set to that of the staff member who is running the report e A specific time zone you can select from a list of standard time zones Click this drop down menu to select a report owner The report owner is the only staff member who can view or edit the report unless the owner grants permissions to other profiles Refer to Owner Specifying permissions on page 354 Chapter 5 Changing report properties 357 Table 97 Edit Settings Window Description Continued Field Open report without prompting for search parameters Description Select this check box to have the report automatically run and return data when it is selected from a navigation list The report will run using the default values specified in the report s filters Note This option is referred to as Initial Run on the Reports explorer s Find pane Refer to Searching in explorers on page 18 for information about finding reports Refresh report when data
396. n about data exceptions refer to Creating data exceptions on page 284 4 If output or search criteria descriptions are displayed as a tab in the report click the Descriptions tab to view the descriptions Descriptions can also be displayed as inline text in the report header or by rolling over the column names in the report Refer to Adding output and search criteria descriptions on page 231 for procedures on adding descrip tions to reports Displays statistics of new incidents created per hour of day day of week day of month or month of year The Incident Creation Rate report is useful for calculating an incident per hour day month ratio and comparing it against other time periods Interval Lists each interval specified in the date range For example if Month is selected as the date grouping each month in the date range is listed The date grouping interval and the date range are specified in the report s parameters Incident Count Lists the number of incidents created during each interval The date grouping interval is specified in the report s parameters Incidents per Interval Lists the average number of incidents created during each interval This number is calculated by dividing the incident count by the number of times the interval occurs in the date range The date grouping interval and the date range are specified in the report s parameters Figure 38 Output Descriptions Shown on the Descriptions Tab
397. n action and decision in cam paigns See also Action and Decision Personal settings An option in RightNow that allows staff members to change settings in their staff account and certain settings that apply to the interface defaults in RightNow Settings defined in staff accounts that can be changed include default currency default country time zone and email notifications The staff account settings changed from the Personal Settings option will also be made to the corresponding settings in the staff account Pipeline Calculated revenue that has not yet been acquired but is forecasted to close in a speci fied time period RIGHT NOW 454 Preliminary screen pop The toast notification that displays when an incoming chat request or call in CTI computer telephony integration is received The preliminary screen pop displays as a two column table that allows agents to view infor mation about the chat request or call before accepting or declining the request Preparing to Send A mailing and survey status that indicates a broadcast mailing or broadcast sur vey is about to be sent Price schedule An option for creating various pricing levels that can be assigned to sales prod ucts Price schedules allow the same product to have different prices such as wholesale and retail prices Primary key A database table column that is indexed to enforce a unique constraint meaning that a given value cannot appear mor
398. n for Adobe Dreamweaver See also RightNow Customer Portal Dashboard Any combination of individual reports shown together in one report Dashboards enable staff members to search for and view a wide range of data from different reports without open ing each report individually Data dictionary A list of all the available tables and fields from the database that can be used in custom reports Functions output variables and computed fields can also be selected from the data dictionary Data mining The exploration and analysis of large quantities of data to discover meaningful pat terns and rules Data mining enables organizations to turn raw data into information they can use to gain a marketplace advantage Data set The database tables and table joins that determine what data can be returned in a report Data set also consists of the database columns a segment dynamic list in RightNow Marketing and RightNow Feedback will have access to and what filters will be used to determine the final data set Data type A set of data having predefined char acteristics such as strings integers or dates Each column in a database table is assigned a data type Data type also refers to the type of custom field specified when adding staff account organization contact sales products incident answer opportu nity sales quotes and tasks custom fields Data types consist of menu radio integer date date time text field an
399. n in this section Note This option will not display when defining columns for computed fields 3 Click the OK button to add the output column The column will be added as the last column on the report level Refer to Moving columns on page 262 for information about how to reposition the column Once you add columns to the data area the report design center will display the columns on the design surface Four rows of sample text will be shown under each column to give you an idea of what the report output will look like Adding comparison columns to reports 255 Adding comparison columns to reports Adding a comparison value computed field to a report lets you view the same data for two different time periods side by side in a report You can specify the time periods used and change them while running the report to quickly view the data for different time periods For example you could have a report that shows the number of incidents created in the current week and the number of incidents created in the previous week You could then run the report again to compare numbers of incidents created in the current month and previous month Once you add a comparison value column to a report the Comparison button on the ribbon s Home tab becomes active and you can select the comparison time period The comparison time period is relative to the time specified in a required date filter you will add to the report To add a compariso
400. n page 229 You can also edit the text field using the buttons in the Font Margin and Border groups on the Text Field tab These buttons provide shortcuts to many of the same options available on the Edit Text Field window Adding images You can insert images you have added to your dashboard s page header dashboard header dashboard footer and page footer Images can act as backgrounds or header images in these sections Refer to Images explorer on page 52 for information about adding images to your site using the Images explorer Adding images and text fields to dashboards 385 To add an image to a dashboard 1 Add the dashboard section to the design surface that you want to add the image to a To add the dashboard header or footer sections click the Display tab and select the Dashboard Header or Dashboard Footer check box b To add the page header or footer sections click the Page Setup tab and select the Page Header or Page Footer check box 2 If you want the image to be automatically positioned on the dashboard click the dash board section click the Options tab and click the Automatic button Refer to Selecting dashboard section layout options on page 380 for more information 3 Click the Display tab on the ribbon 4 Click the Image button to open the list of images added in the Images explorer iz progress 5 41 pixels x 13 pixels question_mark 16 pixels x 16 pixels RIGHT Right NOw
401. n page 253 will open so you can create the new column Delete Column Select this option to delete the column from the report You can also delete a column by selecting the column and pressing Delete Freeze Column Click this button to fix the selected column in place so it does not move when you horizontally scroll the report This can be helpful if you want to continue to view the first column in the report while scrolling the report to see the columns on the right of the report Note When you fix a column all columns to the left of the col umn will also be fixed You will still be able to scroll the columns to the right of the fixed column RIGHT NOW 264 Custom Reports Table 70 Column Options Description Continued Button Description Hide Column Select this option to prevent the column from displaying in the report output The column will still remain in the report which allows you to show the column when running the report For information about showing and hiding columns refer to Selecting columns to display on page 140 Insert Hidden Column Select this option to view a list of any hidden or rolled up columns in the report Click the hidden or rolled up column you want to display Editing column format options Format options are available to output a column s data differently and to modify the column s display You can adjust a column s fonts colors width and alignment settings and
402. n reviewing current performance This value is relative to the other SALES_TP_REL_VALUE_ configuration settings Note The default value for this setting is 5 Use this setting SALES_TP_REL_VALUE_LOST Specify the relative value from 1 10 of a salesperson or eroup s closed revenue in reviewing current performance This value is relative to the other SALES_TP_REL_VALUE_ configuration settings Note The default value for this setting is 5 SALES_TP_REL_VALUE_ CLOSED Specify the relative value from 1 10 of a salesperson or eroup s closed revenue of new business in reviewing cur rent performance This value is relative to the other SALES_TP_REL_VALUE_ configuration settings Note The default value for this setting is 5 SALES_TP_REL_VALUE_NEW_ BUSINESS Specify the relative value from 1 10 of a salesperson or eroup s pipeline in reviewing current performance This value is relative to the other SALES_TP_REL_VALUE_ configuration settings Note The default value for this setting is 5 SALES_TP_REL_VALUE_ PIPELINE Specify the relative value from 1 10 of money versus Opportunity counts in reviewing a salesperson or group s current performance A value of 5 means they are treated equally A value of 7 means that total monetary value of opportunities is more important than the number of opportunities A value of 3 means that the number of Opportunities is more important than the total value of those oppor
403. n value column to a report 1 Add an output column that returns values you want to compare For example if you want to compare the number of incidents created from one week to the next you could add a column for count incidents 1_id to return a count of incidents 2 Expand the Computed Fields tree in the data dictionary Tip You can also add comparison columns by clicking the column you want to com pare on the design surface clicking the Design tab clicking the arrow on the Insert Column button and selecting the column you want to add 3 Click the column you want to compare 4 From the right side of the data dictionary drag Comparison Value column name and drop it on the design surface 5 Click the Home tab 6 Click the Comparison button and select Edit Comparison Date Offset Edit Comparison Offset Comparison Date Offset No Value fe relative to target date Figure 131 Comparison Date Offset Window RIGHT NOW 256 Chapter 5 Custom Reports 7 Type the relative value you want to use for the default comparison date offset For exam ple entering 1 Weeks Exactly will return values in the comparison value column that are derived from data that is exactly one week earlier than the data returned in the column that is being compared Or Click the Calendar button to specify relative date and time values Refer to Selecting date ranges on page 93 for information about defining relative dates W
404. n view create and edit reports Refer to page 25 Styles explorer Contains procedures for creating and editing report styles to quickly apply detailed display settings to any report Refer to page 27 Chart Styles explorer Contains the procedure for creating and editing chart styles which can be applied to charts in your reports to give them common display formats Refer to page 33 Color Schemes explorer Contains the procedure for creating color schemes to give charts pre defined colors Refer to page 50 Images explorer Contains procedures to upload your own images to use in custom reports and dashboards Refer to page 52 Text Fields explorer Contains the procedure for creating your own standard text fields to add to custom reports and dashboards Refer to page 54 Selecting fonts and colors Contains procedures for selecting fonts and colors for items accessed from the explorers Refer to page 61 RIGHT NOW 18 Analytics Explorers Accessing Analytics explorers The Analytics explorers are accessed from the navigation pane Staff members ability to use the explorers is determined by the navigation set and profile they use Refer to the RzghtNow Administrator Manual for information about configuring navigation sets and profiles Note Explorers can be added to any navigation list just like any report or other item The procedures in this chapter assume that you access all Analytics explorers from the Analyti
405. nable forecasting 3 Type the number of units 4 Click the OK button to save the number of trending units Tip You can also edit trend options from the Trend Options group on the Design tab after selecting the column on the design surface Adding trend percentage columns Once you add a trend value column to a report you can then add a Trend Percentage com puted field column to the report either from the data dictionary or the Design tab s Insert Column button Trend Percentage columns return the percentage difference between the trend value column and the column being trended For example if a value in the trended col umn is 10 and the corresponding trend value is 15 the percentage difference would be 50 To add a trend percentage column to a report 1 Add a trend value column to the report as described in Adding trending columns to reports on page 259 2 Expand the Computed Fields tree in the data dictionary 3 Click the trend value column you added Adding trending columns to reports 261 4 From the right side of the data dictionary drag Trend Percentage column name and drop it on the design surface 5 To set options for the column right click the column on the design surface and select Edit Trend Percentage Options Tip You can also edit trend percentage options from the Change group on the Design tab Trend Percentage Options Comparison Direction Trend Data to Report Data Report Data
406. nal No Legend SeaSide Logged in as admin 9 Records RY Online 100 Figure 11 Chart Styles Explorer The attributes defined in chart styles vary somewhat depending on the type of chart used in a report Thus the chart style options will vary depending on the type of chart the style should be applied to The chart types available are described in Table 5 Table 5 Chart Types Description Chart Type Description Vertical Bat Vertical bar charts display data as a series of vertical bars Horizontal Bar Horizontal bar charts display data as a series of horizontal bats Pie Pie charts display data as a percentage of a whole Funnel Funnel charts display data as areas shown in ascending or descend ing order Line Line charts display data as a series of points connected by a line Line Bat Combo Line bar combo charts display both a line chart and a vertical bar chart Area Area charts display data as areas on an x and y axis Chapter 2 Creating and editing chart styles 35 Table 5 Chart Types Description Continued Chart Type Description X Y X Y charts display data as a series of plotted points Radat Radar charts display data in a radar format Numeric values are plotted at markers on the perimeter Stock Stock charts display the minimum and maximum values for data Pareto Pareto charts display data in descending order with an ascending plot line for cumulative percentage
407. nal formatting for the column The options available when using this view are described in Chapter 3 Report Management on page 67 Note When you select the report or layout view a message appears if your report que ries too much data You can save reports such as this but we recommend that you add fixed filters or reduce the number of tables in the report to ensure that the report will run RIGHT NOW 180 Chapter 5 Custom Reports e Design View This is the default view when you open the report design center This view gives you access to the tools you need to create and edit your report on the design surface and you will generally use this view to initially create your reports The options available when using this view are described in this chapter A report shown using the design view is shown in Figure 101 on page 182 e Data Set View This view shows your report in a textual design space You can add columns filters and variables using this view just as you can when using the design view but you cannot add graphic elements such as charts images or text fields The data set view is particularly helpful if you want to quickly view text descriptions of your report s contents and quickly access different report components to edit them A report shown using the data set view is shown in Figure 100 The options available when using this view are described in this chapter r
408. nd display the report with the defined slice groups 5 To quickly remove slicing from your report click the Slice button and select Reset 6 To display the number of records in each slice group displayed as a tree click the Slice but ton and select Display Group Counts The number of records in each slice group will be shown next to the group names in the slice tree Chapter 3 Slicing report data 151 7 To quickly switch between displaying slice groups as a tree and as links click the Slice but ton and select Display Slice Items gt As a Tree or As Links Note If you are slicing by more than one column and change the display from a tree to links only the first slice column will be displayed Defining slice buckets Slicing records by buckets allows you to define groupings of data to sort on that would not be allowed by slicing on specific values in a field For example slicing incident reports on the date created values may not be effective since the unique values in date time fields cover a small span of time Thus slicing on such a field would result in very granular slices However defining a slice bucket on the date created field would allow you to slice the report output by incidents created during a date range such as the past seven days To detine a slice bucket 1 Select the Buckets radio button in the Slice By section of the Slice window The options on the Slice window will change so you can create edit or
409. nd merged with opportunity data Merge fields act as variables and are visible on the Quote Template ribbon when creating quote templates Message An email consisting of a collection of HTML text and images in a particular format Message base An editable text string that allows international language support and customi zation of headings labels buttons and other text on the administration interface and customer por tal and in email messages and notifications Message Base Editor tThe editor used for cus tomizing the message bases including all the head ings labels buttons and other text on the administration interface and customer portal Monitor A feature in RightNow Chat that allows a supervising agent to monitor the chat ses sions of other agents and to intervene when neces sary Msgtool A utility for creating a configuration report for a RightNow site or for changing config uration settings when an error has been made in one of the settings that subsequently locks staff members out of the Configuration Editor MSI Microsoft Installer An interactive utility used to install the RightNow Smart Client on staff workstations The installer can be used as an alter native to the Click Once installer for organizations that use free seating with roaming profiles require a fully automated distribution system or restrict the administrative permissions on staff worksta tions See also Click Once installe
410. nderline Strikethrough and All Caps Size Click this drop down menu to select the point size of the font Color Click the color box to select a color for the font For procedures on selecting a color refer to Choosing colors on page 63 Preview Click this button to preview the font using the options you select Note This button is not available on all Font tabs 3 Click the OK button to save your changes Chapter 2 Choosing colors Choosing colors 63 You can select colors for many objects in Analytics such as text labels and report back grounds When selecting colors from a tabbed window the Color window is displayed when selecting colors from a ribbon the color menu is displayed Both give you the same options though they present them in slightly different ways This procedure explains how to select colors and define custom colors using both the color menu and Color window Figure 32 shows the color menu on the left and the Color window on the right 10 B U Figure 32 Color Menu and Color Window To select a color Tahoma Theme Colors lj Miili Standard Colors Ze 06U SC Oe 4 More Colors Color 2 x Basic colors A E ee L f EENEN N ee Ee Nn EEE eRe eee EEE ee H Custom colors BEER BEE E Define Custom Colors gt gt Cancel 1 To select a color shown on the menu select it and it will be applied to the object you are editing 2
411. ndow field descriptions 60 creating text fields 55 Fill Tab window field descriptions 58 Margins Tab window field descriptions 57 ovetview 54 Size Tab window field descriptions 57 Text Tab window field descriptions 56 Text Tab window field descriptions 56 265 time zone options in dashboards 388 in reports 356 Titlebars Tab window 397 Top 10 window 145 transaction codes attribute fields 429 ovetview 425 table field descriptions 425 transaction types and table associations 427 Trend Percentage window field descriptions 261 trend percentages 260 trend values options 260 ovetview 259 479 U Unable to Process Report window 102 URL Tab window field descriptions 278 V variables adding to columns 242 creating 238 data types descriptions 240 ordering 323 overview 238 variable types descriptions 239 views dashboards design view 361 report view 361 reports data set view 179 design view 179 layout view 77 179 report view 77 179 W Width Tab window field descriptions 272 X XML export format 117 Z zoom feature 139 RIGHT NOW A80
412. ng and Themes Topic word A word that is associated with an answer or document The associated answer or document will always be displayed to customers when the topic word is included in their search text 465 Tracked link A link that can be tracked by RightNow Marketing and reported on for statisti cal purposes Tracked link category aAn option for classify ing tracked links for reporting purposes A tracked link category can have one sub category level Transactional mailing A mailing that is sent only when an event occurs Transactional mailings are sent to a contact when the contact meets speci fied criteria in a campaign and can be scheduled to be sent immediately on a specific date or at an interval in the future Transactional survey A survey that is sent only when an event occurs Transactional surveys are sent to a contact when the contact meets specified criteria in a campaign or business rule and can be scheduled to be sent immediately on a specific date or at an interval in the future Transfer A feature in RightNow Chat that enables an agent to transfer a customer to another agent during a chat session Trending A method of predicting a trend for a specified date range in the future based on a report s current data Trending periods are defined when creating or editing a custom report and can be included in standard reports Unqualified One of the default chat agent sta tuses This stat
413. ng comparison columns to reports 0 eee ee eee 255 Changing comparison Options a icurcareiorsgeasneseeue ones 256 Adding comparison percentage columns 00008 2 Adding trending columns to LepOttS c 640 paste sdenstieadaeado sus 259 Speciiying trend value duratofi se erersiserrisr etae eny ipai 260 Adding trend percentage columns 2 0 cee ee eee ee 260 Fe COMMS ote arene oo ee BE ee eee eek eee ao eee 262 Povia COMMING 424 4 E eeobee eee rene enees E 262 Chancino Colt OHONS sis00404angeted geet best tends Erie 262 Editing column format Options 5 odes e wun ode nore n es ent eo de 264 RIGHT NOW 6 Contents AGING COMMU CalCUlANONS g tonne natn dame a eles eee eh ees 281 Crean dad execpt ONS bea geist Shek aed ees tee eats beh 284 Ordenno dala CXCEDUONS 22 2554 bere eGn hus Hae EERTE os 289 Liriano records Tees ext e E A E OE oie eee Nees 290 Manasing table relationships ti rae ER n thee eee eda 291 How JON pes WOLE patrata EEE ES E A 292 Manually addine tables s 0 csaad ou turd pae KOS Ae hee Ea 292 Defining table relationships when adding columns 294 Definine intermediate table OMS srren bbe na En 295 Chan eine table relationships sias Taie aa A EAT 297 Edine data set properties 4 05 ricre poured os a E 297 Repositioning tables in the data set dons Woe et andes mated da tyoee 299 Addio ANG Cit 0G CHATS ic dla icant ered nd tos Gud dee eek beta aad 299 AANS Charts 10d CDOTS e 4
414. ng right click functionality You can also create new text fields Text Fields explorer 55 To create a text field 1 Double click Text Fields Explorer Figure 24 Text Fields Explorer 2 Click the New button A new text field opens on the content pane Text Text Alignment Line Alignment Anchor Style Left Top Figure 25 Text Tab for a New Text Field 56 Analytics Explorers 3 Enter field information described in Table 14 Table 14 Text Tab Description Field Description Text Type the text you want to display in this field This text will also serve as the text field name Text Alignment Click this drop down menu to select the horizontal alignment for the text in the text field Options are Left Center and Right Line Alignment Click this drop down menu to select the vertical alignment for the text in the text field Options are Top Center and Bottom Anchor Style Click this drop down menu to select the anchor style for the field Refer to Defining anchor styles on page 230 for information about anchor styles 4 Click the Size tab This text field is available for use in all ae In the report designer you can access this field by clicking on the Text Field button in the Insert tab ances added to a report will be a acd of this text field Therefore changes made to this text field will not ng reflocted i in previously added instan Fill Borders Best Fit Specific Size Pixel
415. ning queued reports refer to Viewing queued reports on page 103 Displaying and hiding reports in a dashboard When viewing a dashboard you can use buttons displayed in each report s title bar to mini mize maximize or close each report This allows you to simplify the dashboard display when you want to focus on certain reports in the dashboard Note The minimize maximize and close buttons are not available when the dash board is displayed with a scrollable view mode Refer to Changing dashboard display options on page 395 for information about view modes RIGHT NOW 406 Dashboards The buttons in each report s title bar are described in Table 110 Table 110 Dashboard Report Display Buttons Descriptions Button Description a Minimize Click this button to minimize the report When a report is mini mized the report name and icon will display in the lower left cor ner of the dashboard To restore the report right click the minimized option and select Restore m Maximize Click this button to maximize the report When a report is maxi mized the other reports in the dashboard will be hidden Restore Click this button in the maximized report s title bar to return the report to its previous size x Close Click this button to close the report The report will be displayed the next time you load the dashboard Searching dashboard reports Chapter 6 Searching for information in reports
416. ning resources 415 Excel export format 117 Exception Editor Definition Tab window field descriptions 285 Graphical Display Tab window field descriptions 289 Tabular Display Tab window field descriptions 286 Exception Visibility window 139 exceptions creating 284 displaying 139 ordering 289 explorers accessing 18 Chart Styles explorer 33 Color Schemes explorer 50 copying items in 23 custom folders creating 22 Images explorer 52 Reports explorer 25 saving items in 24 searching in 18 Styles explorer 27 Text Fields explorer 54 Export Options window field descriptions 118 exporting report data 115 F FCRR first contact resolution rate 99 Field Chooser window 141 Fill Tab window field descriptions 31 filters Add Filter window field descriptions 314 auto filters 143 combining run time selectable filters 321 data grouping 94 docked filters in dashboards 406 in reports 322 group filters 316 join filters 324 level filters 315 limits 313 logical expressions 319 operators 317 ordering 323 overview 312 report filters 313 run time filters 313 Search window 91 using date range filters 93 Find window field descriptions 20 first contact resolution rate calculation FCRR 99 fixed filters 313 fonts selecting 61 Forward Report window 111 forwarding reports and dashboards 111 freeze column 89 203 functions descriptions 246 G Gauge Tab window field descriptions 280 Getting Started window 1
417. nough pages are present in the report you will also see lt lt and gt gt at the top of the report Clicking these arrows will display the preceding or next set of page numbers in the report controls Slicing report data Slicing a report allows you to group tabular data sharing common values in fields included in the report You can then select from the slice tree or links and view only the report data that matches the selected field values For example in an incidents report you could slice by the assigned staff member to display incidents assigned to that person You could then further break down the incidents assigned to the staff member by other fields such as status Note When slicing and cross tabs are applied to a report at the same time the cross tab is applied first followed by slicing An example of an incidents report sliced in this manner is shown in Figure 81 The slice options are displayed in a tree format r C My Incident Activity RightNow CRM Sees se N Home i Display Page Setup i i C T L Copy lt 3 Forward Q ay ae E4 21 Sort Lak Forward gt X Delete id assign X Tom H3 Default Settings SRollups Open New eee Definition Search Refresh Reset Auto b Export e Print g Propose x Filter WOSlice X Record Data Set Analyze Report hl Reports Explorer ad My Incident Activity 4b x fad Slice Assigned Account A x Top Level gt 2006 05 E All
418. ns What appears on the navigation pane depends largely on the permissions in a staff mem ber s profile and which navigation or administra tion button is active RIGHT NOW 452 Navigation set Any combination of navigation lists and their associated navigation buttons Staff members are assigned a default navigation set in their profile Normalized URL A URL that has been refor matted to ensure that documents that are referred to by multiple URLs will be indexed only once Normalization may include reformatting domain names for example removing capital letters or removing query parameters Note Information that can be added to cam paigns contacts documents mailings opportuni ties organizations and surveys for internal reference Notes can also be added to incidents in the incident thread Notification A message that notifies appropri ate staff members about incidents answers mail ings campaigns opportunities and system errors Object The specific answer contact incident chat session opportunity organization target or task that is evaluated by the rules in the object s tule base See also Object class Object class A grouping of database entities including answers contacts incidents chat ses sions opportunities organizations targets and tasks for which business rules have been defined Each object class has a separate rule base for eval uating objects Offer A prom
419. ns 256 ovetview 255 computed fields comparison percentages 257 comparison values 255 ovetview 242 report moving average 243 report moving total 243 report percentage of average 244 report percentage of total 245 report running average 245 computed fields continued report running total 245 trend percentages 260 trend values 259 Conditional Report Linking Wizard 344 configuration settings see system configuration settings Copy As window 23 copying standard items 23 Cross Tab window field descriptions 154 cross tabs 152 currency functions 252 Currency Tab window field descriptions 269 Custom Auto Filter window 145 custom folders creating 22 custom report example 167 Custom Script Editor Finish Tab window 337 Headers Tab window 336 Initialization Tab window 335 Process Tab window 336 custom scripts 335 Customize Data Dictionary window 208 D dashboard descriptions adding 378 dashboard design center design surface 370 opening 360 reports explorer 371 ribbons Display 364 Home 362 Options 368 overview 362 Page Setup 366 Text Field 367 sample Dashboard Design Center 361 see also dashboards dashboard headers 369 dashboard layouts menu 373 Dashboard Permissions window field descriptions 391 dashboards adding notifications to 374 adding reports to 374 dashboards continued adding web browser to 374 auto refresh 390 caching drilldown levels 389 custom add ins 371 dashboard design center design surface
420. ns for a numeric column Column Format Alignment Styles Conditional Show value as Percent v Digit Grouping Do not show group separator Use default group separator oO Use custom group separator Decimal Decimal Places 0 FJ Use default decimal separator Use custom decimal separator Ea C Multiply by 100 NULL Values Display Blank Display as 0 Figure 138 Number Tab on the Column Format Window 4 To define options for a numeric column enter field information described in Table 73 Table 73 Number Tab Description Field Description Click this drop down menu to select the format to use when dis playing content in numeric columns The available options are Number Seconds Minutes Percent and File Size Note The options available on the Number tab will vary depend ing on the selected value format Show Value As RIGHT NOW Custom Reports Table 73 Number Tab Description Continued Field Digit Grouping Description Define whether digits are grouped in threes For example instead of the column returning 123456 you can group the digits to return 123 456 Note This option appears only when the selected value format is Number Decimal or Percent Do not show group Select this radio button to prevent the values in the column from separator including a separator character Use default group Select this radio button to use the d
421. o add a column Add Column Define series By manually selecting from available columns Add One or More Series C Using values from 1 2nd rd 4 St ist ny th h Cat Cat Cat Cat Cat Categories To enable next select the column values from the available list Figure 161 Selecting Source Data for a Vertical Bar Chart The source data options let you specify the data to display in the chart For example if you are creating a vertical bar chart you can specify a column to use as the chart s category value displaying on the x axis and the column to use as the chart s series value displaying on the y axis The wizard also displays a sample chart to help you identify chart elements 5 Enter field information described in Table 88 Table 88 Select Source Data Description Field Description Available Columns This field displays the columns you have added to the report level that can be used in the chart Note If you have not yet added columns to the report you can click this area to open the Column Definition window Refer to To add a column from the Column Definition window on page 253 for infor mation about the Column Definition window Add Column Click this text to open the Column Definition window to add a column to your report level This option provides a method to add columns if yout report level does not have any columns or does not include a col umn you want to use for your chart
422. o data Scale Start Enter the starting value lowest value for the chart s scale Note This option is enabled only when defining a custom scale Scale End Enter the ending value highest value for the chart s scale Note This option is enabled only when defining a custom scale Gauge Color Ranges Add color ranges and define range colors in this section Color ranges can be used to display numeric ranges in different colors For example a range of 0 33 could be green 34 65 could be yellow and 66 100 could be ted Note This option is available only for Gauge charts Add Range Click this text to add a color range Note A maximum of five ranges can be shown on the gauge The range values cannot contain gaps or overlap Remove Range Click this text to remove a range you have added Minimum Enter the starting value for the range Maximum Enter the ending value for the range Start Color Click the color box to select a start color for the range RIGHT NOW 312 Custom Reports Table 89 General Chart Settings Description Continued Field Description End Color Click the color box to select an end color for the range 8 Click the Finish button to save your chart You can edit or delete any chart you add by right clicking the chart on the design surface and selecting the appropriate option You can also click the chart on the design surface and edit the chart with
423. o enter addresses in the Cc field to send copies of the email to other addresses or enter addresses in the Bcc field to send copies of the email to other addresses that are hidden from the other email recipients Or Click the To Cc or Bcc buttons to open the Select Names window displayed in Figure 60 From this window you can add recipient addresses by selecting from a list containing staff members groups and distribution lists z Select Names x Type Name or Select from List Name Address Type Abby Parker Account bo Administration Group Administrator Account Andrew Larson Account Brenden Foster Account Lucy Bauer Account bit Marketing Group Matthew Gold Account bs Sales Group ba Service Group Message Recipients To Figure 60 Selecting Recipients 4 Enter field information described in Table 30 Field Table 30 Select Names Window Description Description Type Name or Select from Select the entry from the list of names or enter the first few letters List of the name in the text field You can select multiple entries by pressing Shift or Ctrl while selecting the entries Name Click the Name column header to sort the list by name Address Click the Address column header to sort the list by email address Forwarding reports 113 Table 30 Select Names Window Description Continued Field Description Type Click the Type column header to sort the list by typ
424. o know what you are doing right and what you need to do better That requires full visibility into all of your customer touch points across customer service sales marketing and feedback activities You also have to be able to deliver timely actionable analytics information to managers and decision makers across your entire organization With RightNow Analytics our business analytics software you can capture analyze and distribute information about customer interactions with ease and flexi bility RightNow Analytics is embedded throughout RightNow providing your organization with a unified view of all analytics across all channels With hundreds of standard reports and the ability to create custom reports and dashboards you can easily measure your most critical per formance metrics and quickly respond to changing conditions and customer needs About this manual This manual is intended for any staff member who works with RightNow s Analytics compo nent It contains an overview of the Analytics explorers and procedures for generating stan dard reports creating custom reports and dashboards and working with report styles chart styles color schemes images and text fields to use with reports Chapter 2 Analytics Explorers Contains procedures for using the Reports Styles Images Chart Styles Color Schemes and Text Fields explorers Also describes how to copy save and search for items in the explorers Chapter 3 Report Man
425. o look up answers view account information request a chat and ask questions Certain functions can require a customer account The RightNow Customer Por tal can be completely integrated with an organiza tion s web site using the Customer Portal Studio which allows developers and designers to add RightNow elements to any page or template See also Customer Portal Studio RightNow Dreamweaver extension A plug in developed by RightNow Technologies for the Adobe Dreamweaver software application The RightNow Dreamweaver extension provides the ability to quickly add widgets define page attributes and insert RightNow variables into cus tomer portal pages that are developed in Dreamweaver RightNow Feedback A customer survey tool for gathering information about customers experi ences with an organization With a wide range of customization and formatting options questions types and full analytics for efficient reporting sur veys provide organizations with a flexible method of tracking customer satisfaction RightNow Marketing An email and campaign solution for delivering personalized richly format ted email communications to targeted segments of customers and prospects and for launching full scale marketing campaigns RightNow Sales A sales automation solution that enables sales representatives to easily manage and track all opportunity organization and contact information and track all quote interactions in on
426. o reports 107 ovetview 106 Edit Table Layout Properties field descriptions 225 editing data 161 exporting data 115 filters combining filters 321 creating join filters 324 creating level filters 315 creating report filters 313 defining logical expressions 319 reports continued filters docking filters 322 overview 312 selecting operators 317 forwarding 111 importing report definitions 178 inline editing editing individual values 161 editing multiple values 162 enabling in reports 351 overview 161 saving changes 164 layout view 77 179 linking see report linking opening 68 output columns adding 253 changing column options 262 column calculations 281 comparison columns 255 computed fields 242 functions 245 moving 262 selecting columns to display 140 suffixes 236 variables 238 output levels adding levels to reports 331 changing group ordering 329 configuring recursive drill down 333 creating custom scripts 335 creating group filters 316 drill down feature overview 75 overview 328 result grouping 328 output options adding borders 136 adding page breaks 146 adding row numbers 133 applying styles 129 changing margins and report width 131 changing report backgrounds 134 changing report magnification 139 changing sort options 141 displaying calculations on separate lines 133 enabling auto filters 143 reports continued output options enabling multiline 133 fixing column headers 133 showing or hiding rep
427. ocation Move Left Move Right Click these buttons to move the selected column one column to the left or right Delete Click this button to remove the selected item from the report Insert Before Insert After Click these buttons to open the Column Definition window from which you can create a new column inserted before or after the selected column Sort Click this button and select Sort Ascending or Sort Descending to sort the data in the report by the values in the selected column Refer to Changing sort options on page 141 Note Columns with a text area data type cannot be sorted Calculations The buttons in this group let you add calculations to the selected column You can hover over each button to view a description of the calculation You can also choose to show multiple calculations on a single row or on separate rows Refer to Adding column cal culations on page 281 Calculation buttons Click the button for the calculation that you want to add to the selected column Options Click this button and select Display Calculations on Single Row to show all the selected calculations on one row beneath the column Select Display Calculations on Separate Rows to show each calcula tion on a separate row below the column Report Linking Click this button to add edit and remove links to other reports You can add conditional or unconditional links to columns Refer to Linking reports on page 337
428. of the com ponent ial No Borders 8 Click the Preview button to preview the style with the changes you have made to fonts margins fill and borders 9 Click the OK button to save your changes to the selected component 10 Select other components on the style editor and repeat steps 1 through 9 to edit the style options for the selected component Chart Styles explorer RightNow lets you create chart styles to define the appearance of charts shown on reports By applying a chart style you can immediately change a chart s fonts colors scales gridlines backgrounds and other display attributes The Chart Styles explorer shown in Figure 11 includes several predefined chart styles which you can apply to charts and allows you to cre ate custom chart styles You can then apply the same chart style to charts in different reports to ensure that all the charts have a similar appearance RIGHT NOW 34 Analytics Explorers fy Chart Styles Explorer RightNow CRM Srey se r v Home C a Copy ave A m Views J Delete Refresh Damai ai New Open Back Forwari i p fee Q Find a Choose Details Record Navigation Display Chart Styles Explorer 40x Address Chart Styles JIRE TA Folders X Name Color Scheme a EN Chart Styles Accounting Ocean Classic Everglades Ocean Everglades Progressive SeaSide Sapphire Sapphire Slate SeaSide Subdued Subdued Traditional SeaSide Traditio
429. of the text field RIGHT NOW 58 Analytics Explorers Table 16 Margins Tab Description Continued Field Description Top Select the number of pixels between the text in the text field and the top of the text field Bottom Select the number of pixels between the text in the text field and the bottom of the text field 9 Click the Fill tab to define the background fill colors for the text field This text field is available for use in all reports In the report designer you can access this field by clicking on the Text Field button in the Insert tab Instances added to a report will be a copy of this text field Therefore changes made to this text field will not be reflected in previously added instances Borders Top Color CI NoFill Preview Gradient Mode Top to Bottom v Bottom Color E Transparency 50 gt Figure 28 Fill Tab for a New Text Field 10 Enter field information described in Table 17 Table 17 Fill Tab Description Field Description Color Top Color Left The text description for this option will vary depending on the gra Color dient mode you select Click this box to select a primary color as the background For procedures on selecting a color refer to Choosing colors on page 63 No Fill Select this check box to clear any fill colors previously selected If this box is selected the other options on the Fill tab will be dis abled except Color Selecting
430. ollapsed in the screen shots in this chapter for clarity This section describes how to open the report design center select layouts for creating new reports import reports from another RightNow interface and select views to use to design or preview your report Opening the report design center Chapter 5 The report design center can be opened from several places You can open it from the Reports explorer from a report s right click menu or from the Definition button on the rib bon s Home tab when viewing a report Once you open the report design center you can increase the amount of space on the design surface by hiding the data dictionary or elements on the design surface When you need an item that is hidden you can easily display it again Opening the report design center 177 To open and contigure the report design center 1 Open the Reports explorer 2 To edit an existing custom report right click the report and select Edit The report design center shown in Figure 101 on page 182 opens 3 To create a new report click the New Report button When creating a new report a win dow shown in Figure 98 opens where you select the report s initial layout New Report Getting Started Choose one of the following options for your new report Oxe Cort Curexy Grid Report 01 14 2008 1 10 10 06 2007 2 2 00 2 01414 2008 1 10 2 10 05 2007 2 20 Choose this option for operational reports This layout only dis
431. om scripts to modify the output level s output Refer to Adding custom scripts to output levels on page 335 Add Chapter 5 Click this text to add a custom script to the output level Configuring recursive drill down levels 333 Table 92 Level Settings Window Description Continued Field Description Edit Click this text to edit an existing custom script Note This option is available only when a custom script has been added to the output level Remove Click this text to delete an existing custom script Note This option is available only when a custom script has been added to the output level 5 Click the OK button to save the output level Configuring recursive drill down levels You can drill down recursively on hierarchical items for example accounts products and categories Recursive drill down allows you to start at specified levels of a hierarchy and become more specific at each lower level as you drill down into it RightNow s recursive drill down feature enables automatic links for hierarchical items so you can access additional levels of detail when viewing a repott You can enable recursive drill down only for a level that has a hierarchical output column If an output level has a hierarchical output column and you do not enable recursive drill down for the level then only data for the output column s first level will be displayed A level can have both regular and recursive drill down enab
432. on Continued Description Click this button to select a width for the column Select Best Fit to automatically set the width based on the amount of space needed to display the column s contents Best Fit also takes into account the width needed by other columns in the report Select Percentage to specify a percentage of the total report width for the column Freeze Column Click this button to fix the selected column in place so it does not move when you horizontally scroll the report This can be helpful if you want to continue to view the first column in the report while scrolling the report to see the columns on the right of the report Note When you fix a column all columns to the left of the col umn will also be fixed You will still be able to scroll the columns to the right of the fixed column Hide Repeating Click this button to hide consecutive repeating values in the col umn For example if the name of a staff member is shown in the column in five consecutive rows you can hide repeating values to show the name in only the first column Note You can also hide repeating values from the Column For mat window described in Editing column format options on page 264 This window has an option to exclude hidden repeating values from consideration in column calculations and column auto filter options When you hide repeating values from the rib bon they will be included in column calculations and auto filtering
433. on a dashboard is similar to searching the reports when they are generated on their own However there are some differences which are explained in this section Docked filters When a report includes docked run time filters they display at the top of the report when the report is run outside of a dashboard When the report is opened in a dashboard the report s docked filters are displayed at the top of the dashboard If multiple reports in the same dashboard include docked filters all the reports docked filters are displayed at the top of the dashboard If two or more reports in the dashboard have the same docked filters these can be merged so only one docked filter displays Values you set in the merged filter are applied to all reports with that filter Refer to Changing dashboard options on page 386 for information about combining filters for dashboard reports Search window When reports are displayed together on a dashboard you can search for information in all the reports simultaneously Searching for information in a dashboard is similar to searching for information in a report though a dashboard s Search window will display filters common to Searching dashboard reports 407 multiple reports followed by report specific filters These common and report specific filters are separated by headers on the Search window For specific information about using the Search window refer to Searching in reports and analyzing o
434. on page 236 Charts Charts offer a graphical display of the data returned in your report You can add multiple charts to the charts report section in each output level Different types of charts are available so you can present the data in different ways and you can modify the display for each chart selecting different colors fonts scales and other attributes Refer to Adding and editing charts on page 299 Data exceptions Data exceptions let you highlight data displayed in charts and output columns that meet cer tain requirements Each output level can have multiple exceptions to highlight data for differ ent reasons For example in an incidents report you could display unresolved incidents in red text and overdue incidents in bold text The exceptions criteria and percentage of data meet ing or not meeting the exceptions can be shown in the report level s charts and exceptions report section Refer to Creating data exceptions on page 284 Tip If you want to highlight data in a single column you can often apply conditional formatting to the column instead of using data exceptions Refer to Editing column format options on page 264 Search parameters You can add search parameters to your report to define the data shown in the report s col umns charts and exceptions Search parameters include filters variables and comparison date offsets These are shown on the report s Search window when staff member
435. on page 299 Exception Click this button to add data exceptions to the report Refer to Creating data exceptions on page 284 Level tab The report design center s Level tab gives you access to options you can apply to report levels You can also create reports with drill down levels from this tab If your report already has multiple output levels you can select the level you want to edit from the Level drop down menu located on the design surface You can apply level filters and group filters from this tab and add custom scripts to the report level you are viewing You can also click the Edit button to add output descriptions to the report level The Level tab is shown in Figure 106 E H New Report global_84_sat RightNow CRM a a Ay Home Display Insert Level Page Setup F Ay De lete Drilldown Filter Eram RESINE 4 Add Level Filter Add Drilldown Drilldown Link dd Group Filter Edit p Ordi Level Group TA Custom Scripts Open in Window i Filters Filters tad Record Limit CurrentLevel Drilldown Settings Grouping Parameters Figure 106 Level Tab RIGHT NOW 190 Custom Reports The groups and buttons on the Level tab are described in Table 45 Group Button Current Level Table 45 Level Tab Description Description The buttons in this group let you edit the report level that is cur rently selected on the Level drop down menu at the top of the design surface You
436. ont Table 52 Format Tab Description Description The buttons in this group let you change the font style size and color You can also select font attributes such as bold and italic and change the text s alignment In addition you can also add a background color Note This group does not display when editing a chart Margin Click this button to select the width of the margins around the selected column The available options are None Narrow Medium Wide and Custom Selecting Custom lets you specify the number of pixels for the top bottom left and right margins Note This button displays when editing a column Border The buttons in this group let you add borders to the column and change the borders display options You can identify which bor ders you want and choose the borders color size and style Note This group does not display when editing a chart Display The buttons in this group let you apply conditional formatting to the column change the column s width freeze the column and hide repeating values in the column You can also select other dis play options for the column Note This group displays when editing a column Conditional Formatting Chapter 5 Click this button to apply conditional formatting to the column s data Refer to Editing column format options on page 264 Group Button Width Report design center ribbon 203 Table 52 Format Tab Descripti
437. ontents Best Fit also takes into account the width needed by other columns in the report Select Percentage to specify a percentage of the total report width for the column Group Button Freeze Column Ribbon options when viewing reports 89 Table 25 Format Tab Description Continued Description Click this button to fix the selected column in place so it does not move when you horizontally scroll the report This can be helpful if you want to continue to view the first column in the report while scrolling the report to see the columns on the right of the report Note When you fix a column all columns to the left of the col umn will also be fixed You will still be able to scroll the columns to the right of the fixed column Hide Repeating Click this button to hide consecutive repeating values in the col umn For example if the name of a staff member is shown in the column in five consecutive rows you can hide repeating values to show the name in only the first column Note If the Exclude Hidden Values from Calculations check box is selected on the Column Format window s Alignment tab any calculations applied to a column with the Hide Repeating option enabled will not include any values in the column that are in hidden rows Refer to Editing column format options on page 264 for more information Options Click this button to select display options for the column Refer to Editing column format option
438. or NULL values Display as No Value Select this radio button to display No Value for NULL values Figure 137 shows the column format options for a date column Column Format Alignment Conditional Date format v Format String midi Yl YoM Yop NULL Values Display Blank Display as No Value Figure 137 Date Tab on the Column Format Window 3 To define options for a date column enter field information described in Table 72 Field Date Format Table 72 Date Tab Description Description Click this drop down menu to select the date format you want to use to display content in date fields The available options are Date Time Long Short Month Year Clock Month Day Year Date Time time zone and Custom Note When you select any option other than Custom the selected format will be displayed in the Format String field so you can see the string that will be used for the selected format Format String Chapter 5 Type the format string for the custom date format in this field when the Custom date format option is selected Editing columns 267 Table 72 Date Tab Description Continued Field Description NULL Values Define how NULL values in the database should display Display Blank Select this radio button to display a blank for NULL values Display as No Value Select this radio button to display No Value for NULL values Figure 138 shows the column format optio
439. or a list of all transaction types 427 The types of transactions stored in the zransactions table are listed in Table 116 The table also shows the types of records and items that the transaction types can apply to The numbers shown in parentheses after the transaction and record and item types are the numeric codes for the types Table 116 Transaction Types and Table Associations N lt Z a gt Q S J A x S on Oo Table Association tbl QS a 2 8 3 do S S S N 2 4 VY Sj olal gl Ss gl Ss of l g EB Sl YI 2 3 Al S al E amp 2 8 EEE gl vs cj amp al Sl 2 S ol 8 Sel S es Al 4 gt Q gl Gd B O s al 2 oj X Soloa Zll Al O a a al OO BR B alo Transaction Type trans_type Created 2 oe ie EI Pt tT tt tT Tt fey Pt tT tt tT tT ff fe pt tt tT EE EE pe Edited 3 BE SS SS fe Pt tT SS ef Pt tT tT tT tT k Pt tT tT tT ey ey pier tT Et tT tT tT pt tt tt fey fT fey pt tT tt fey fT fey EI BE EE Assigned 4 m Ea Access Level Changed 5 Status Changed 6 EI E Ea E Time Billed Added 7 Response Sent 8 Escalated 11 SmartAssistant 12 Forwarded 14 Message Send Failure 15 Incident Proposed 16 Queue Changed 17 Stage Changed 18 Moved 20 x tT tT fey Tt fe pt tT tt fey Tt fe xxxs s j A d pt tT tt tt Pt tT tt
440. or col umn automatically adjusted to best fit the row s or column s con tents 11 Click the OK button to save your changes Adding optional content to reports You can add optional content to make your reports more presentable or to explain the pur pose or functionality of the report You can add images and text fields to the report s headers and footers and you can add output and search criteria descriptions to describe the report s purpose to your staff members Adding images and text fields to reports Chapter 5 When presenting a report you may want the report to include images such as a logo to enhance the report s appearance or to customize it for your audience You may also want the report to include standard or custom text fields to help your audience fully understand the report s purpose When creating or editing a report you can easily add images and text fields to certain report sections The images available for use in reports are loaded in the Images explorer While there are a number of standard text fields available you can also create custom text fields in the Text Fields explorer to add to reports Refer to Chapter 2 Analytics Explorers on page 17 for procedures on using the Images and Text Fields explorers Adding images to report sections You can add images you have created in the Images explorer to the Page Header Report Header Report Footer and Page Footer sections Images can act as
441. or relay informa tion such as the report s intended purpose to those who view the report Output descriptions can be displayed inline on a separate tab or on column rollover Search Criteria Descriptions Descriptions of the filters in the report can be displayed to describe the report s filters and values Refer to Search criteria descriptions on page 233 for information about adding search cri teria descriptions to a report Charts Any charts defined in the report will display above the tabular report output Refer to Adding and editing charts on page 299 for procedures on adding charts to reports Note When viewing a chart in a report you can right click the chart to switch to a two or three dimensional view When viewing a three dimensional chart you can right click the chart select Rotate and drag the chart to change the viewing angle Data Area This area contains the tabular report output Report Footer Text added to this area will display near the bottom of each page in the report Refer to Adding text fields to report sections on page 228 for information about adding text to report footers RIGHT NOW 72 Report Management Table 20 Report Sections Description Continued Field Description Data Exceptions Records matching data exceptions defined in the report will be flagged and a summary of the data exception can be displayed in the report output For informatio
442. or that match other criteria you specify Unlike fixed filters run time selectable filters allow you to select the values you want when you run the report For more information about filters refer to Specifying filters on page 312 RIGHT NOW 172 Creating Basic Reports To add a filter to the report 1 Click the Home tab on the ribbon and then click the Add Filter button Add Filter Name Type Make this filter selectable at run time Label this fiter in search box C Required Make this filter require a value before a search can be done Definition Besos ie click for options or start typing to receive context sensitive assistance Operator v Use this to compare the Expression with the Value Value Figure 96 Adding a Report Filter 2 If you want to specify a name for the filter type a name in the Name field This name is used only on the report design center If you do not specify a name the filter s database field will be used as the name 3 Clear the Make this Filter Selectable at Run Time check box Note If you were creating a run time selectable filter you would leave this check box selected and you could type a filter name in the Label this Filter field that you see when running the report You can also select the Required check box for run time selectable filters if you want to force the report s users to specify a filter value before they can run
443. or the column s data when the report is shown with a record layout Data Define the style for the data text in the column when the report is shown with a tabular layout Edit Click Edit to edit the style that is currently used for the data text in the column Add Click this text to add other styles for alternating data rows in the column The new style you create will initially be identical to the original data style Once you add the new style another data style will appear The data rows in your report will then alternate between the two styles you have defined If you add a third data style every third row will have the style Remove Click this text to remove the new data style Remove will appear next to new data styles you add You cannot remove the original data style Rollup Totals Click Edit to define the style for the rollup totals if shown in the report s output Report Totals Click Edit to define the style for the report totals headers if shown in the report s output Apply Styles to All Click this text to apply the styles you defined on this tab to all the Columns columns currently in your report 12 Click the Conditional tab to apply conditional formatting to the column Note Conditional formatting is not available for columns that return hierarchical val ues Editing columns 275 Column Format Z Tet Alignment width Styles Conditiona iJ Conditional formatting allows you to change the visua
444. orer Borders Tab window field descriptions 32 creating styles 27 Fill Tab window field descriptions 31 Margins Tab window field descriptions 30 overview 27 Style Editor 28 Styles Tab window field descriptions 273 suffixes added to database fields 236 system configuration settings Agedatabase Utility settings 421 analytics server options 418 clustering 417 date format options 419 gap analysis reporting options 423 opportunity snapshot reporting options 423 overview 417 purging report data 422 report custom scripts 418 report options 418 report row limit 421 RightNow Common settings 417 RightNow User Interface settings 421 sales reporting options 423 T table joins 291 changing join conditions 297 changing join types 297 examples 292 inner joins 291 intermediate joins 295 outer joins 292 tables changing join conditions 297 changing join types 297 changing table aliases 298 tables continued changing table relationships 297 defining intermediate table joins 295 defining table relationships 295 deleting tables 297 ordering tables 299 understanding table relationships 291 tabs dashboards 377 Tabular Display Tab window field descriptions 286 tabular layout 130 Text Definition window 321 Text Field tab button descriptions 195 text fields in dashboards adding text fields 382 editing text fields 384 moving text fields 386 in reports adding text fields 228 editing text fields 229 Text Fields explorer Borders Tab wi
445. ormat string used in the predefined group date list for output variables if the user selects grouping by Month Day at runtime Note The default value for this setting is MM DD GRP_DT_MONTH_DAY_FMT Specify the format string used in the predefined group date list for output variables if the user selects grouping by Month at runtime Note The default value for this setting is MM GRP_DT_MONTH_FMT Specify the format string used in the predefined group date list for output variables if the user selects grouping by Quarter at runtime Note The default value for this setting is Q GRP_DT_QUARTER_FMT Specify the format string used in the predefined group date list for output variables if the user selects grouping by Week at runtime Note The default value for this setting is WW GRP_DT_WEEK_FMT Specify the format string used in the predefined group date list for output variables if the user selects grouping by Week Start at runtime Note The default value for this setting is WWW GRP_DT_WEEK_START_FMT Specify the format string used in the predefined group date list for output variables if the user selects grouping by Year at runtime Note The default value for this setting is YYYY GRP_DT_YEAR_FMT RightNow User Interface settings 421 RightNow User Interface settings Only one setting in the RightNow User Interface category impacts reports VLR_HARD located under Misc Customization gt Qu
446. ort design center automatically groups the data in the output level and sets the output level s group and sort order options At least one date filter is required to use this function Functions 251 Table 66 Functions Description Continued Function Logical Functions Description Select from the following to use a logical function in the expres sion if expression then result else result This function returns the then result if expression is true returns the else result if expression is false For example the expression if incident c field 1 Yes No will return Yes for incidents where the value of c field is 1 otherwise No will be returned Note You can use IS NULL and IS NOT NULL as part of the expression For example you could use the expression if incident cSfield IS NOT NULL Yes No decode test expression test value 1 result 1 next test value next result default This function compares zest expression to each zest value in order and returns result for the first zest value that expression matches If expres sion does not match any zest value default will be returned if default is undefined NULL will be returned The decode function can per form table lookups allowing you to use text strings as test values rather than requiring coded values for example you can use Review as a test value for the expression fags status even though the table contains cod
447. ort output Total Select this check box to display the total value of the output col umn for all records Minimum Select this check box to display the minimum value of the output column for all records Maximum Select this check box to display the maximum value of the output column for all records Weighted Average Select this check box to display the weighted average of the column for all records Average Select this check box to display the average value of the output col umn for all records Median Select this check box to display the median middle value of the output column for all records Standard Deviation Select this check box to display the standard deviation of the col umn for all records Standard deviation is the square root of the variance It projects how various values in a set of values deviate from the mean for that set Report Calculations The check boxes in this section apply to calculations for the output columns in the report Total Select this check box to display the total value of the output col umn for all records Minimum Select this check box to display the minimum value of the output column for all records Maximum Select this check box to display the maximum value of the output column for all records Editing columns 283 Table 81 Column Calculations Window Description Continued Field Description Weighted Average Select this check box to display
448. ort sections 138 permissions specifying 354 planning custom reports 166 previewing 179 print preview 107 printing 107 publishing 114 queuing automatic 102 manual 100 opening queued reports 104 ovetview 100 queue statuses 103 reasons for queueing failure 103 ribbon options on queued reports 105 viewing objects in queue 103 when using report databases 105 recotd limits 290 report definitions exporting 74 importing 178 ovetview 72 report linking drill down feature overview 75 report sections adding images to 226 adding output descriptions 231 adding text fields to 228 adding to reports 218 applying report layouts 216 editing styles 219 layout 224 ovetview 210 resizing sections 219 report view 77 179 ribbons Design 86 192 Display 83 187 Format 87 201 Home 78 184 Insert 188 Layout 201 Level 189 Options 204 471 reports continued ribbons Page Setup 85 rollups 155 scheduling adding alerts 127 overview 121 searching 90 slicing buckets 151 overview 147 table relationships changing table order 299 changing table relationships 297 defining table relationships 294 table joins 291 text fields adding to report sections 228 editing 229 viewing 68 Reports explorer in dashboard design center 371 navigating report folders 26 overview 25 ribbon options 78 searching for reports 18 result grouping 328 ribbons Design 86 192 Display 83 187 364 Format 87 201 Home 78 184 Home tab 362 Inse
449. ort that is used in a dashboard is later deleted the report will automati cally be removed from the dashboard To add reports to a dashboard 1 In the reports explorer navigate to the report you want to add to the dashboard Tip You can quickly locate reports by right clicking a report folder in the reports explorer and selecting the Search option 2 Select the report and drag it to the dashboard 3 Drop the report on the design surface where you want the report to display When you drag the report to the design surface you will see positioning images appear Hovering over the various images will highlight portions of the design surface as shown in Figure 199 Once the section where you want the report is highlighted drop the report The design surface will be refreshed to show the updated dashboard layout In the exam ple shown in Figure 199 the Group Performance report being dragged would be added to the highlighted portion of the bottom section of the dashboard CurrentDate Drop a report from the report explorer Page PageNumber of NumberOfPages Figure 199 Dragging a Report to the Design Surface RIGHT NOW 376 Chapter 6 Dashboards The positioning icons that display on the design surface when dragging a report are described in Table 104 Icon Hoo Entire Area Table 104 Dashboard Report Positioning Icons Description This icon group will appear over the predefined dashboard
450. other Analytics explor ers is applied to reports using the Reports explorer The Reports explorer is shown in Figure 5 S Reports Explorer global_92_sat RightNow CRM 5X Home bor x L LL Le Oe ai aw Sy Biviews X Delete amp Refresh New Edit Open Queue View Back Forward aa Choose Details et Dashboard Report Report Definition Rename Q Find Record Navigation Display Analytics jal Reports Explorer SA incidents 4d gt Analytics Items Address Public Reports Common Site Administration Staff Management ge Public Reports Common Site Administration Staff Management ge ite Administration Staff Management v Go Activity Folders Z Name Created All Mailings Efincident Activity __ Contact Information Customer Dashboard Chart Styles Explorer 22 Color Schemes Explorer ee Images Explorer A Text Fields Explorer Reports Explorer Styles Explorer Customize List Recent Items Quick Search LA Communication Center v 8E Contacts z Suaa D Public Reports ci Common i iQ Data Integration few E Lead Management Site Administration al Communication Configuration D Content Library iE Custom Fields ES Customizable Menus e Navigation Sets Staff Management ie B Workspaces i Ge S Views Common oe Feedback O Marketing HED Sales D Service freer HED Upgraded Service Views gt End user gt bo ED Upgraded Service Views
451. other pages where you can place additional reports Chapter 6 Adding content to the dashboard 373 Selecting a layout You can use dashboard layouts to add predefined regions to the design surface The use of layouts is optional but they offer a helpful starting point when creating dashboards To apply a layout to a dashboard 1 Click the Home tab 2 Click the Layouts button to open the layouts menu amp Display Options if Auto Format Parameter Add Values Tab Two Dashboard Items Two Dashboard Items Three Dashboard Items Three Dashboard Items Figure 197 Dashboard Layouts Menu 3 Select the layout you want to apply to the dashboard The design surface will be updated to reflect the layout you selected 4 To modify the spacing of the dashboard layout you selected mouse over the spaces between the report areas until the cursor changes to show direction arrows You can then drag the borders to the position you want Figure 198 shows a dashboard with a modified layout RIGHT NOW 374 Chapter 6 Dashboards Drop a report from the report explorer Page PageNumber of NumberOfPages Figure 198 Resizing a Dashboard Layout Placing content on the dashboard You can easily add a report and position it on the dashboard by dragging the report from the reports explorer to the design surface Additional reports are added to the dashboard in the same mannet Important If yo
452. otifications An example of a toast notifica tion informing you that a queued report is ready is shown in Figure 56 Queued Report Available EJ y Nho admin Report answers by category is a ready for viewing Figure 56 Queued Report Toast Notification To view the report click Open on the toast notification or double click the notification in your notifications list The report will open on the content pane You can also open reports you queued from the My Queued Reports standard report Important Once a queued report is processed you have a default of seven days to view it Reports older than the time period specified in the PURGE_QUEUED_ REPORT_DAYS configuration setting will be deleted from the list of processed reports by the Agedatabase utility For information about this and other config uration settings that impact reports refer to Appendix A Analytics System Configuration Settings on page 417 Chapter 3 Report databases 105 Using queued reports When you open a report that you queued it will display and function just like a report that has not been queued letting you print the report change display options open records from the report and view drill down levels Note The queries used to return data in drill down levels are not queued when you queue a report If your report includes drill down levels the queries are run on the server when you open the drill down levels However some of th
453. otion developed by marketing per sonnel or a product suggestion generated automat ically by Offer Advisor that is presented to a customer by an agent Offer Advisor A feature in RightNow Service for creating and presenting promotions to custom ers and for making automatic recommendations based on customer attributes and purchase history Offline mode The mode in which RightNow Sales functions when an Internet connection is not present In offline mode RightNow Sales commu nicates with the offline local database Also called disconnected access See Disconnected access On Break One of the default chat agent sta tuses This status indicates that the agent is on break and is not available to chat The On Break chat agent status has an Unavailable status type Online mode The mode in which RightNow Sales functions when an Internet connection is present In online mode RightNow Sales commu nicates with the online remote database Operating system The program that after being initially loaded onto the computer by a boot strap program manages all other programs in a computer UNIX Windows VMS OS 2 and AIX are all examples of operating systems Operator A symbol or word that represents a mathematical or logical action that can be applied to a condition or value Opportunity Information about a specific sale or a pending deal that is tracked and maintained in the knowledge base Opportunity custom fiel
454. ou should use the wildcard symbol to offset your value For example if you were looking for all fields that contain all you should type all in the field RIGHT NOW 318 Chapter 5 Custom Reports Table 91 Operator not like Filter Operators Description Continued Description The expression does not match any part of the value Wildcard characters are supported not like or null The expression does not match any part of the value or is a null value in list The expression values you want to search for are specified by selecting check boxes in a menu The selected options are displayed in a separate Selected Items list to assist you when selecting from menus with a large number of options Note When using this operator with integer fields the numbers in the Value field must be comma separated When using this opera tor with text fields the text strings in the Value field must be comma separated and each text string must be offset by single quotes For example red green orange not in list The expression values you do not want to search for are specified by selecting check boxes in a menu The selected options are dis played in a separate Selected Items list to assist you when selecting from menus with a large number of options This operator is avail able only with menu field expressions Note When using this operator with integer fields the numbers in the
455. ount should be used in reports that use the logged in filter value Since the time zone used in the report is dependent on the account that runs the report this will also impact the times listed in the report For example if a staff member working in the Pacific time zone runs a report the times shown in the report will be adjusted to use the Pacific time zone Refer to the RzghtNow Administrator Manual for information about specifying time zones for staff accounts 10 Click the schedule time next to the Recurrence field to open the Schedule Recurrence win dow The underlined text displays the report s current schedule This is set to Every Day Every Hour by default Chapter 3 Schedule Recurrence Schedule Times Every hour Scheduling reports 125 Every Hour Clear All z a 14M 2AM 34M 44M Recurrence Pattern Clear All Monthly Recur every 1 week on Sunday Monday Tuesday Wednesday Weekly Thursday Friday Saturday Schedule Specific Months Clear All January February March April May June July August September October November December Range Of Recurrence 09 26 2008 12 00 AM amp Start End No Value Figure 65 Schedule Recurrence Window 11 Enter field information described in Table 33 Table 33 Schedule Recurrence Window Description Field Description Schedule Times Select the times of the day from this menu w
456. output column you want as the drill down link in the report By default this is the hierarchical item 5 Click the OK button to save the recursive drill down settings Chapter 5 Adding custom scripts to output levels 335 Adding custom scripts to output levels You can add custom scripts to your output levels to further manipulate the data in your report For example a custom script could be used to convert a row of data into a table remove unwanted data or create a link to another web page PHP scripting language must be used when defining a custom script PHP is a free open source scripting language and interpreter similar in many ways to JavaScript and Microsoft s VBScript PHP is a cross platform alternative to Microsoft s Active Server Page ASP tech nology which runs only on Microsoft s Windows NT 2000 servers Like other scripting lan guages PHP allows server side scripting to be embedded inside client scripting For documentation and information refer to http www php net Caution You should not attempt to define a custom script unless you are familiar with the PHP language and programming concepts To create a custom script 1 Select the output level you want to add the custom script to from the Level drop down menu at the top of the report design center 2 Click the Level tab 3 Click the Custom Scripts button to open the Custom Script editor If the output level already has a custom script the editor
457. output level to display incident details when drilling down on a queue s name or on the number of unresolved incidents in the queue Tip Each report can have up to fifty output levels Result grouping Chapter 5 Grouping data in an output level allows you to combine records with similar data into one row Output levels with grouped data often have additional output levels added to them so you can drill down into another output level to view details about the grouped records When you group data you can order the grouped columns to best suit your needs when you create drill down output levels Important When you add an aggregate column to an output level grouping will automati cally be enabled in the output level Thus if you were to add a column with an expression of count incidents 1_id to an output level to see how many incidents a contact has the output level would automatically be grouped since you are using a function to group records together in the column Result grouping 329 To enable grouping in an output level 1 Select the output level you want to edit from the Level drop down menu at the top of the design surface 2 Click the Level tab 3 Click the Edit button to open the Level Settings window Level Settings 2 x iJ Define level options for group order drill downs hierarchy columns and custom scripts General Settings Name Standard Report Description Group Results Change Group Order
458. ow CRM Background group button Figure 43 Group Buttons on the Page Setup Tab Windows give you access to the same features you can access from the ribbon though the windows group the options differently and sometimes contain options not available from the ribbon Important When explaining features that can be accessed from a window or the ribbon we describe the feature using the window However the ribbon s buttons provide shortcuts to most of the same features available on windows Home tab The buttons on the Home tab let you access functions to search for records in the report refresh the report and modify records displayed in the report Buttons to modify records are shown on the tab only when the current report level displays individual records These Ribbon options when viewing reports 79 options will vary depending on the type of records shown in the report and will be disabled if the staff member viewing the report lacks permissions to perform the action The Home tab of an incidents report is shown in Figure 44 Record IE incidents global_92_sat RightNow CRM ae ae R Home Display Page Setup x int a A a T Print X Delete gg Propose Incident id x Edit Selection Q Q AQ g ze Sort Ly se Eoad l Copy Rollups H3 Default Settings Open New i CaA i A i Save Search Refresh Reset Auto Export no Massian _ Forward Incident Email Contact Auto Save mal ad slice
459. ow Incident Archiving ae ee ne A RightNow Wireless igrating to Customer Porta Service i m Admins Admins amp Staff gt amp Staff Sales Administrator i Analytics Manual and User Manual BEE Galea Processes Analytics Explorers Quote Templates Report Management Disconnected Access Configuration ee E RightNow Opportunities RightNow pahta Quotes Sales Disconnected Access Y Analytics Enterprise Analytics g D a D Staff Members Staff Members Marketing User Manual Feedback User Manual Marketing Explorers Feedback Explorers p 7 i Audiences Audiences Content Library Content Library RightNow Mailings RightNow Questions i Campaigns Surveys Marketing Feedback q A x eeoa www rightnow com NOW RightNow August 09 Analytics Manual August 21 2009 RIGHT NOW Documentation This documentation is 1998 2009 RightNow Technologies Inc The documentation is pro vided under license and is subject to change from time to time by RightNow in its absolute discretion Software Code Except as provided hereafter the software code is 1997 2009 RightNow Technologies Inc The software may be covered by one or more of the following patents issued by the United States Patent and Trademark Office patent numbers 6 665 655 6 434 550 6 842 748 6 850 949 6 985 893 6 141 658 6 182 059 6 278 996 6 411 947 6 438 547 and D454 139 or by the following patent issued by the
460. owever this can take extra time and may be unnecessary when viewing reports with data that does not change quickly To load report output levels you have already viewed more quickly you can cache the data shown in each level Refer to Changing report properties on page 350 To drill down into a report you simply click the highlighted link shown on the row you want to drill down into Figure 41 shows drill down links on the Incidents Created by Category report The top level of this report has drill down links in two columns RIGHT NOW 76 Report Management Incidents Created Category Incident Count E 2008 07 a 2008 08 Hl 2008 09 Account and Billing General 0 100 200 300 400 Category f Product Interval f Incidents Category Account and Billing 3 items Account and Billing 4 2008 07 27 4 2008 08 31 2008 09 35 Total 11 93 Category General 3 items General 5 2008 07 83 5 2008 08 54 5 2008 09 261 Total 15 398 Total 491 Figure 41 Drilling Down on the Incidents Created by Category Report In this report clicking a link in the Product column opens another output level that shows the number of incidents submitted by product name Clicking a link in the Incidents column opens another level showing details about the incidents as shown in Figure 42 2 Link to report s Report s current top output level output level I 1 I A I 4 Top Level gt General 2008 09 a
461. ox to limit the records returned on the output level Rows Type the maximum number of rows you want returned Note The VLR_HARD configuration setting sets a hard limit on the number of rows that can be returned in a report Values entered in this field that exceed the VLR_HARD limit will be ignored Refer to Appendix A Analytics System Configuration Settings on page 417 for information about VLR_HARD and other configuration settings that can impact reports Per Page Select this check box to apply the record limit to each page of the report If this check box is not selected the row limit you enter restricts the total number of rows returned in the selected output level 5 Click the OK button to save the change to the record limit Managing table relationships When you add fields from different database tables as output columns the tables that contain the fields are automatically added to the report and joined together This allows information from one table that is related to information from the other table to be returned on the same rows in the report For example a report can show the email address from the contacts table and incident information from one of the contact s incidents on the same row in the repott since RightNow Analytics recognizes that these records are related When tables from a database are added to a report they can be joined using two methods or join types e Inner join lInner joins select reco
462. page 141 Save as Defaults Click this button to save the filter values you select to the local set tings on your workstation These saved values will be used as the defaults when you run the report again when you are logged in with the same staff account Note The default values will be overwritten if you select different values and click this button again If the report is later edited to change filters the default filter values stored in the local settings will be ignored Restore Defaults Click this button to restore the search values to the report s default search values This deletes saved search values from personal set tings Note This button is disabled if the report s current search param eters were not populated from personal settings Searching in reports and analyzing output 93 Table 26 Search Window Description Continued Field Description Reset Click this button to reset the search parameters values to the default values that were populated when the report was opened Clicking this button also resets the Search window to the default size if it has been resized 5 To close the Search window without saving your changes click the Cancel button 6 Click the Search button to search the report with the search parameters you selected Selecting date ranges Most of the standard reports in RightNow include run time filters created from date time fields that allow you to select a time and date rang
463. pe Adding charts to reports 305 Table 87 Chart Types Description Continued Description Stock charts display the minimum and maximum values for data Subtype options can display the chart using squares or lines to rep Stock resent the high and low points of each plot Pareto charts display data in descending order with an ascending ae plot line for cumulative percentage Subtype options can display the chart as two or three dimensional igo I i Gauge M Gauge charts display a numeric value as a percentage of a whole Subtype options can display the chart as a gradation bar or a simple color meter Note Gauge charts cannot be used in reports that contain non aggregate columns Funnel charts display data as areas shown in ascending or descend ing order Subtype options can display two or three dimensional Funnel l funnel or pyramid charts Gantt charts display time lines for completion of scheduled tasks REN Subtype options can display the chart as two or three dimensional 3 Select one of the chart subtypes from the Chart Subtype section 4 Click the Next button to open the Source Data window RIGHT NOW 306 Custom Reports Chart Wizard fol x Source Data Drag columns from the Available Columns list to the Category and Series lists To remove a column drag it out of its list MMMM Seriesi Available Columns MB Series2 ME Series3 Click here t
464. pecified in the report s parameters Incident Count MM 2007 03 MH 2007 04 2007 05 ME 200706 Ask A Question Charts SENE Incident Editor 0 20 40 60 80 Interval Incidents Source Ask A Question 4 items 2007 03 36 D 2007 04 53 ee Bee ee ES ene TT 2007 05 55 2007 06 So Total 199 Source Incident Editor 4 items Total 136 Report footer Record Count 8 Overdue ncidents rel_ gue jess than 0 Days Rounded Data exceptions ee ae items meeting criteria 100 0 Figure 37 Report Sections Shown on a Report Chapter 3 Opening reports 71 Table 20 describes the standard sections you will see when you view reports Some reports will not include all sections Field Docked Filters Table 20 Report Sections Description Description Docked run time filters defined in the report will display above the report output allowing you to quickly select different filter values For information about adding docked run time filters refer to Docking variables and run time selectable filters on page 322 Note You can dock output variables in reports in the same man ner as run time filters Report Header Text added to this area will display near the top of each page in the report Refer to Adding text fields to report sections on page 228 for information about adding text to report headers Output Descriptions Report output descriptions let the report s creat
465. plays tabular data The column headers are fixed and there is no horizontal scroll bar All columns are sized to fit within the containing window Get started by dragging fields from the Data Dictionary on to the Data Area of the Design Surface Standard Report Choose this option for presentation reports The layout contains 4 report header tabular data area and report footer By default the report surface expands to best fit the data and is both vertically and horizontally scrollable Get started by dragging fields from the Data Dictionary on to the Data Area of the Design Surface You can change the Title and Sub Title by double clicking on the fields on the Design Surface Record Court 4 Title Standard Report with Chart Sub Title Choose this option if you wish to add graphical output to your tabular display Once you ve added column to the tabular data area you can double click the chart to edit the definition Import Existing Report Definition Choose this option to import a report from an Exported Report File Figure 98 Selecting a Layout for a New Report 4 Click the name of the layout you want to use for the report The options are Grid Report Standard Report and Standard Report with Chart When you select a layout the report design center will open with the selected layout Refer to Applying report layouts on page 216 for information about report layouts RIGHT NOW 178 Custom Reports 5
466. port You can also add standard text fields or custom text fields created from the Text Fields explorer refer to Text Fields explorer on page 54 and images added in the Images explorer refer to Images explorer on page 52 The Insert tab is shown in Figure 105 New Report global__84_ sat RightNow CRM Snr x 4 Y Home Display Insert Level Page Setup HA e MSc haat amp FOE amp Column Text Image a ar so ae Area Ean A Rader Sai Exception Y PR ar Column Text Image Chart Exception Figure 105 Insert Tab Report design center ribbon 189 The groups and buttons on the Insert tab are described in Table 44 Table 44 Insert Tab Description Group Button Desctiption Column Click this button to open the Column Definition window to add a column to the report Refer to Adding columns to a report on page 253 Note You can also add columns by dragging them from the data dictionary onto the design surface Text Click this button to insert a text field into a report section that accepts text fields Refer to Adding images and text fields to reports on page 226 Image Click this button to add an image to your report Refer to Adding images to report sections on page 226 Chart The buttons in this group let you select a chart to add to the Charts section of your report You can select different chart types and subtypes Refer to Adding and editing charts
467. ports created in this manner are saved in a custom reports folder you select on your site where your audience can easily access them If you specify an account or email address when you create the report schedule a notification or email will be sent when the published report is created The following procedure describes how to manually publish a report For information about scheduling a report using the Published format refer to Scheduling reports on page 121 Tip You can view the published reports you own using the My Published Reports standard report Exporting report output 115 To manually publish a report 1 Run the report using the search parameters you want the published report to use 2 Click the Application button and select Publish to open the Publish As window Publish As Bx Folder Public Reports Name Cancel Figure 61 Publish As Window 3 Select a directory to store the published report and type the name of the report The name must be unique Tip You can right click non standard folders and select New Folder to create a new folder 4 Click the OK button to save the published version of the report in the location you speci fied Exporting report output You can export your report s output to be opened in third party applications You can choose to export your data in HTML PDF Portable Document Format Excel XML Extensible Markup Language Image or Delimited formats Da
468. ps 1 Click the Home tab and then click the Rollups button Tip When viewing a report using the layout view you can select a column click the Design tab and click the Rollup button to quickly roll up the report by the selected column 2 Select Choose Columns to open the Rollups window Displaying rollup levels 157 Rollups Ei x Rollup items by agent v Sort Ascending v I Show field in view and none Do not Sort v J Show field in view Then by none 7 Do not Sort T Show field in view J Show field in view IY Display rollup headings I Display rollup headings multi line M Display rollup column headings Repeat column headings for each rollup MV Display Group Counts Clear All Cancel Figure 89 Rollups Window 3 Enter field information described in Table 41 Field Rollup Items By Table 41 Rollups Window Description Description Select output columns from the drop down menus in this section to use as the primary rollup level Once you select a column you can select the sort order for the rollup column Options include Do Not Sort Sort Ascending and Sort Descending You can add additional columns to the primary rollup level in this section by selecting the columns from the other drop down menus When multiple columns are used in a rollup level the data dis played together under the same rollup heading will have the same values in all the columns selected for the roll
469. r Table 103 Dashboard Sections Description Description This section accepts images and text fields and is displayed at the top of dashboards when you print them Dashboard Header Contains text fields and images that will display at the top of the dashboard By default the header contains text fields you can mod ify for the dashboard s title and sub title Dashboard Description Contains text that you can modify to provide general information about the dashboard You can display dashboard descriptions inline to show the description on the dashboard or as text on a separate tab on the dashboard Refer to Adding dashboard descriptions on page 378 for information about adding text to this section RIGHT NOW 3 0 Chapter 6 Dashboards Table 103 Dashboard Sections Description Continued Dashboard Section Description Dashboard Items Contains the reports and components you add to the dashboard Note If you add tabs to the dashboard the name of this section will change to Tabs and a tree will be added from which you can add content to each tab Refer to Adding tabs to the dashboard on page 377 for information about adding tabs to a dashboard Dashboard Footer This section contains text fields and images that will display at the bottom of the dashboard Page Footer The page footer is similar to the page header section The text fields and images added to this section display at the bottom of p
470. r 3 Opening reports 75 2 Select a location for the file and enter a file name 3 Click the Save button to save the report definition to an XML file Drilling down in reports The drill down feature lets you click data in a report to open another report dashboard or output level to view information related to that shown in the first report or output level For example if you have a report displaying contacts and the number of incidents they have sub mitted you can add a report link to the column showing the number of incidents When you click the number of incidents on one of the report s rows another report opens showing details about the contact s incidents Drilling down to open another output level in the same report is similar to drilling down to open another report For instance the first level of the standard Incidents by Category report displays category names and the number of incidents in each category grouped by date range By clicking a category name in the report s chart or tabular data you can drill down on the category to open a new level showing the number of incidents in each sub category You can then drill down on each sub category to open an additional level showing details about the incidents in the sub category Tip By default each time you drill down into another output level in a report the database is queried to ensure the most current data is displayed even if you have already viewed the output level H
471. r and RightNow Smart Client 451 Multi select A feature for updating more than one record at a time Multiline A method of displaying report data grouped under headings based on common values in report columns My Stuff A link on the Support Home page that takes customers to their account information Cus tomers can view and update all the questions they have previously submitted and view any answer notifications to which they are subscribed They can also view and edit their search preferences and account and contact information This component is restricted and requires a customer account See Customer account Natural language Any approach that accepts and correctly handles human language For exam ple English French and Japanese are natural lan guages computer languages such as FORTRAN and C are not RightNow Service provides natural language technology for searching the knowledge base Navigation buttons The buttons on the naviga tion pane associated with record types and compo nents Clicking a button displays that record type or component s navigation list Navigation list All the reports folders and items associated with a specific record type or component in RightNow Navigation lists are organized in a tree on the navigation pane Navigation pane tThe area on the left side of the RightNow Console where staff members select items and change navigation lists and administra tion optio
472. r can be opened from the Reports explorer or by right clicking a dashboard on the navigation pane and selecting Edit Report Definition The following proce dure describes opening the design center from the Reports explorer To open the dashboard design center 1 Click the Analytics button on the navigation pane 2 Double click Reports Explorer 3 Click the New Dashboard button to create a dashboard Or Right click an existing dashboard in the list and select Edit Selecting report or design views 361 E jen ie Section New Dashboard Home Display PageSetup Options i 4 Scheduling r lt x Display Options Wz m zx sS T e z Permissions gt Auto Format Views Options Scrollable Parameter Add i Audit Log Layouts Values Tab View Properties Display Parameter Tab hull Reports Explorer New Dashboard Reports Explorer ax i Public Reports GE Common 4 _ Ga Feedback Wl New Dashboard Item GES Marketing i GED Sales i GED Service GED Upgraded Service Views gt End user gt GE Upgraded Service Views gt End user gt 7 queue activity by incident E g My Reports E E Components gt gt G Drop a report from the report explorer W New Dashboard Item Drop a report from the report explorer aee SBE Dassen Logged in as admin Ry Online 100 y Figure 190 Dashboard Design Center Selecting report or design
473. r example an output level that returns rows showing the number of unresolved incidents for each staff member could have a group filter to display only rows for staff members with more than ten unresolved incidents Group filters can be fixed or run time selectable To create a group filter 1 5 Select the level you want to add the filter to from the Level drop down menu at the top of the design surface Click the Level tab Click the Add Group Filter button The Add Filter window shown in Figure 163 on page 314 opens Enter field information described in Table 90 on page 314 Important The filter options for group filters are identical to those for filters applied to the overall report However you will generally want group filters to filter on the results in the output levels aggregate column For example if the aggregate col umn in your report counts the number of unresolved incidents a staff member has with count incidents z_id then the group filter s expression could be count inci dents 1_id gt 10 to return rows for staff members with more than ten incidents Click the OK button Selecting filter operators 317 Selecting filter operators The operator you select when creating filters will greatly impact the data that is returned so it is important to understand the functionality of each operator The types of operators available for a filter depend on the data type of the filter s expression Table 91 des
474. r ranges RIGHT NOW 42 Analytics Explorers Figure 15 shows a gauge chart using the three color ranges displayed in Figure 14 0 20 40 60 80 10 NOOO OOO OO na Figure 15 Gauge Chart with Color Ranges 7 To select a color scheme for the chart style click the Color Scheme button on the Home tab and select the item you want from the color scheme menu shown in Figure 16 Color schemes are available for all chart types and define the colors used for the chart Refer to Color Schemes explorer on page 50 for information about customizing color schemes Standard 16 Standard Translucent Figure 16 Color Scheme Menu Chapter 2 Creating and editing chart styles 43 8 To define the placement of labels such as titles and legends click the Layout tab and click the button on the ribbon s Labels group that corresponds to the label you want to config ure The Layout tab is shown in Figure 17 Ry New Chart Style global_88_sat RightNow CRM ad ai Layout Format C x Tite Legend Category Value Axis Data Exception Value Category Value Grid Tick s Axis Title Title Labels Boxv Scale Grid Lines Lines Marks Labels Scale Gridlines Figure 17 Chart Styles Editor Layout Tab Table 9 describes the labels you can configure from these buttons Label Title Table 9 Labels Buttons Description Description Click this button to select options for the chart s title T
475. r window and select a line color for the excepted data Refer to Choosing colors on page 63 Show Exception Criteria Select this check box to display the exception criteria in an excep tions box in the chart Show Percentage Meeting Select this check box to show the percentage of data in the report Exception that meets the specified exception criteria This will display in an exceptions box in the chart Show Percentage Not Select this check box to show the percentage of data in the report Meeting Exception that does not meet the specified exception criteria This will display in an exceptions box in the chart Ordering data exceptions When you add multiple data exceptions that are based on the same database field to the same output level the ordering of the exceptions can impact which exception the data matches In such cases you will want the most restrictive exception listed first since the data will be checked against the first exception before other exceptions in the list are matched For example you could create exceptions in a report that show the number of open incidents each of your contacts have You could create an exception to indicate contacts with five or more incidents and another exception to indicate contacts with ten or more incidents If the first exception is count incidents 1_id gt 5 and the second is count incidents 1_id gt 10 then your RIGHT NOW 290 Custom Reports data would match
476. rch criteria to the report definitions Would you like to queue the report with the current search criteria If you choose to cancel the report no data will be retumed Figure 219 Unable to Process Dashboard Message The message tells you which report s in the dashboard are causing the problem and you can choose to queue the dashboard or not If you choose to queue the dashboard it will be queued to run at a later time using the search parameters you entered A message will show you the estimated time when the dashboard will be ready for viewing If you choose not to queue the dashboard you can try to run it again using more restrictive search parameters Viewing queued dashboards After you queue a dashboard you can use standard reports to see the dashboard s status in the queue Once the dashboard runs and is ready to view you will be notified and you can open it from several locations When you view the dashboard you will see that most of the standard options are available on the dashboard s ribbon though there are some exceptions It is possible that some of the reports in the dashboard will not be able to queue successfully for the reasons described in Queuing failures on page 103 If a report in a dashboard can not be queued the queued dashboard will not be processed The methods to view and open dashboards that have been queued are identical to those used with queued reports For information about viewing and ope
477. rd description 1 Click the Home tab 2 Click the Options button and select Edit Dashboard Description The Edit Dashboard Description window opens Edit Dashboard Description x Description Cancel Figure 202 Edit Dashboard Description Window 3 Type the text for the description in the Description field 4 Click the OK button to save the description To define the description location 1 Click the Display tab and then click the Dashboard Description button 2 To display the dashboard description on the dashboard select Display Dashboard Description Inline 3 To display the dashboard description on a separate Description tab select Display Dash board Description on Separate Tab Adding images and text fields to dashboards You can add images and text fields to your dashboard s header and footer sections to clarify the dashboard s purpose or to make it more presentable to your target audience When you place an image or text field on the dashboard you can either manually position the item or it can be positioned automatically depending on the section s layout properties Once you add an image or text field to a dashboard section you can reposition it if needed and you can edit any text fields you have added directly from the dashboard RIGHT NOW 380 Dashboards Chapter 6 Selecting dashboard section layout options When you add images or text fields to a dashboard section you can manua
478. rds from the joined tables on the condition that the value in the specified column of the primary table is equal to the value in the specified column of the secondary table RIGHT NOW 292 Custom Reports e Outer join Outer joins select rows from two tables regardless of whether the speci fied columns contain corresponding values An outer join will return all rows from the primary table and any rows from the secondary table where the value in the specified column of the primary table is equal to the value in the specified column of the second ary table How join types work Chapter 5 When you add a database field to a report the table containing that field is added to the report and becomes the report s primary table When you then add a field from a different table to the report RightNow attempts to automatically join the second table to the primary table using an inner join Outer joins are not automatically used since inner joins generally meet the requirements of the report and are easier for a database to process than outer joins The join type that is used can impact what records the report can return An inner join returns only records from the primary table that are related to records in the secondary table For example if contacts is the primary table and zcidents is the secondary table an inner join will return only contacts that have incidents associated with them A contact that had never submitted an incident cou
479. re P E Nielinitien Editing Data Set Analyze Report Figure 44 Home Tab The groups and buttons on the Home tab are described in Table 21 Group Button Record Table 21 Home Tab Description Description The buttons in this group let you work with the specific records returned in the report The available buttons vary depending on the type of records returned in the report and permissions in your profile The buttons displayed in this group can also be selected when editing custom reports The functions you can access from these buttons such as assigning records are described in detail in the RzghtNow User Manual the RightNow Service User Manual and the RightNow Sales Administrator and User Manual For information about customizing record buttons in custom reports refer to Customizing record commands on page 347 Note The buttons in this group are displayed only if the report level you view returns unique records that can be edited such as incidents answers contacts or organizations Open Click this button to open the selected record To open a record that is associated with the selected record click the arrow on the button and select the type of record you want to open For exam ple you could open the contact record for the customer who sub mitted the selected incident New Click this button to create a record of the same type as the record selected on the report To create a record of a differen
480. re listed in the report design center s data dictionary Tip To view descriptions of the tables and fields in the data dictionary right click the table or field and select View Data Definition A new window will open with a description of the table or field Adding suffixes to database fields When certain database fields are used in report columns RightNow modifies the output to display the data in an easily readable format For example the zmcidents assgn_acct_id field stores the ID numbers of the agents who have incidents assigned to them Since report users gener ally prefer to see agent names instead of ID numbers RightNow returns the names instead of the ID numbers However there are occasions when you may want the report to return the agents ID num bers instead of their names In such cases the suffix zd can be added to ncidents assgn_acct_id changing the column s expression to ncidents assgn_acct_id id This suffix prevents RightNow from performing the name lookup and forces the report to return the ID number from the database field Database fields 237 There are several suffixes that can be added to name lookup fields such as znev dents assgn_acct_id or currency fields such as opportunities mgr_value Other types of database fields do not accept suffixes Each suffix has a different function as described in Table 63 Suffix Name lookup field suffixes Table 63 Database Field Suffixes Description
481. reate custom col Ors 4 Enter the transparency value for the color scheme in the Transparency field A transpar ency value of 0 displays a solid color and a value of 255 is completely transparent with no color 5 Save the new color scheme Refer to Saving items on page 24 for the procedure to save items in Analytics explorers Images explorer Photos and other images can be uploaded to use in reports and dashboards For example your organization s logo can be added as an image and then added to custom reports Refer to Chapter 3 Report Management on page 67 for information about adding images to report area backgrounds or Adding images on page 384 for information about adding images to dashboards The images used with reports and dashboards can be added edited and deleted using the Images explorer You can also copy edit rename or delete images using right click function ality To add an image 1 Double click Images Explorer Images Explorer RightNow CRM eel a 65 gt Home C a ae E Views X Delete of Refresh a New Open Back Forward 4 Choose Details Fane Q Find ie Record Navigation Display B Images Explorer 4b x fad Address Images vE co D Folders x Name Image Size Created a Ea lmages Cell Images D O Cell Images I My Images e ED My Images Tree Images Logged in as admin 4 Records Ry Online 100
482. remove all sort options click the Clear All button Click the OK button to view the report with the defined sort order To change sort order by clicking column headers 1 Click the Views button on the Display tab and verify that your report is shown using the report view Click the header of the column you want to sort by The report will be sorted by the col umn you selected in ascending order and an arrow will display on the column s header To change the direction of the sort click the arrow in the column s header To add additional levels of sorting to the report press Shift and click the headers of the columns in the order in which they should be added to the sort The report will be sorted by the selected columns in ascending order and arrows will be displayed on the sort col umns headers To change a column s sort direction when sorting by multiple columns press Shift and click the column s header Using Auto Filter The Auto Filter function provides filtering on each column in the report This provides easy access to filtering on any field included in the report When this feature is enabled a down arrow appears in the specified column headings of a generated report By clicking the down arrow you can filter the report by a value in that column For example in a column that displays incidents associated products you could click the down arrow to select a certain product Only incidents associated wi
483. report with no col umns 2 Click the Home tab Click the Tables button When a report has no tables the Data Set window will display as shown in Figure 153 Data Set Select Table iJ Click on Select Table to add a table to the report s data set OK Cancel Figure 153 Data Set Window with No Tables 4 Click Select Table P Select Table x Pe ka Accounts accounts a t AIMS Data aims_data E Analytics Audit Log ac_audit_log pe ka Answer Notifications ans_notif j k Answer Stats ans_stats i E Answers answers E Audiences audiences i Bounced Messages bounced_msgs t Call Activity call_activity i La Campaigns campaigns iv ka ClickTrack clicktrack i ta Contact Lists contact_lists Fase Contacts feantacts ad Cancel Figure 154 Select Table Window 5 Select the table you want from the Select Table window 6 Click the OK button to add the table to the report 7 To join additional tables to the table you added right click the table you added select Join To and select the table to join Repeat this step for each table you want to add RIGHT NOW 294 Custom Reports Defining table relationships when adding columns Chapter 5 When you add fields from different tables to the same report the tables will be joined by their fields that are linked together in the database Many tables such as zncidents and contacts are tied toget
484. return to the report view click the arrow on the Views button and select Report View RIGHT NOW 78 Report Management Ribbon options when viewing reports Chapter 3 When viewing a report you can move between the Home Display and Page Setup tabs on the ribbon to access buttons to modify the report s display search for data and edit records When looking at a report using the layout view you can also access Design and Format tabs to adjust formatting and display options The buttons you see on some of the tabs vary depending on the reports configuration and on what is selected on the report Tip You can minimize the ribbon when viewing a report by double clicking the active tab Click the tab to temporarily display the buttons on the tab or double click the tab again to maximize the ribbon Fach tab on the ribbon has one or more groups containing buttons you can use to modify the report or items on the report Some groups have a button to the right of their name that you can click to open windows For example you can click the Background group s button on the Page Setup tab shown in Figure 43 to open the Display Options window A ey Home Display Page Setup ie A A 7 Page Header Fill Colory l V Page Footer _ Gradient Laie Print Size Landscape Margin Width Marginy 7 Print to Fit Transparency Print E Background fx Display s I queue activity by incident RightN
485. returned in other levels in the same report Refer to Creating level fil ters on page 315 e Group filters Group filters are applied to an output level s grouped data to filter out certain groups from displaying in the report level s output Refer to Creating group fil ters on page 316 Join filters Join filters restrict data returned in the secondary table of outer table joins Refer to Creating join filters on page 324 Tip Fach report can have up to one hundred report filters and each output level in a report can have one hundred level filters and one hundred group filters Creating report filters Report filters limit the data that can be returned in any level of the report Report filters can be fixed or run time selectable These filters are similar in that both restrict the data that is returned in the report according to what the filter allows and are created in the same way However run time filters can be changed when the report is run whereas fixed filters cannot Run time filters values can be changed by anyone viewing the report either from the Search window or from docked filters to return different data each time someone runs the report Fixed filter values cannot be changed when the report is run which allows you to restrict the data that report users can view To create a fixed or run time selectable report filter 1 Click the Home tab 2 Click the Add Filter button RIGHT NOW 314 C
486. riables or run time selectable report or level filters are added to an output level s docked filters you will be able to select variable and filter values at the top of the report Docked filters in a sample report are shown in Figure 166 Source Grou Interface al all x all x Search TR Select All MV No Value Agent Effectiveness sin M Administration Group M Marketing M Sales J W Service nt Resolve Count Group Interval Incidents O p Within 24 Hours o 3 Group Service 67 items Service 2006 01 4 3 75 0 3 75 0 2006 02 4 2 50 0 4 100 0 2006 03 4 2 50 0 4 100 0 2006 04 2 2 100 0 2 100 0 2006 05 5 4 80 0 5 100 0 2006 06 a 1 33 3 3 100 0 2006 07 3 100 0 3 100 0 2006 08 3 2 66 7 3 100 0 2006 09 4 3 75 0 4 100 0 2006 10 3 2 66 7 2 66 7 2006 11 2 66 7 3 100 0 Figure 166 Docked Filters in a Report Chapter 5 Docking variables and run time selectable filters 323 To add variables or run time filters to an output level s docked filters 1 Click the Home tab 2 Click the arrow on the Views button and select Data Set View Figure 100 on page 180 shows the list of variables and report filters on the design surface when using the data set view Tip Using the data set view you can see every filter and variable in your report and you can select them on the design surface for editing 3 Click a filter or variable on the design surface 4 Click the D
487. rict Priority Manual and First Due Pull quantity tThe specified number of incidents to be retrieved from the queue at one time when an agent pulls incidents Question The main element in a survey Text choice and matrix question types can be created Questions can be used in multiple surveys mixing and matching as necessary See Text question Choice question and Matrix question Questionnaite The complete set of questions and all the pages in a survey Using the HTML edi tor staff members can create dynamic surveys using a graphical interface to add questions and create survey branches based on how customers answer A questionnaire must be created for each survey Queue See Incident queue and Chat session queue RIGHT NOW 456 Queued report A report that has been manually or automatically scheduled to run in the back ground after the report s search criteria is entered When a queued report has been generated a toast notification displays with a link to open the report Quick Access toolbar One or more buttons used as shortcuts to commands on the ribbon The initial set of buttons on the Quick Access toolbar is specified by what is displayed on the content pane but staff members can customize the toolbar to add frequently used buttons By default the Quick Access toolbar appears above the ribbon Quick Search A component in RightNow used to search for records and files when only limited
488. rinted dashboards Design surface The design surface displays the dashboard sections you want to include in the dashboard Once a dashboard section is displayed on the design surface you can add edit and remove content in the section For example you can drag reports to the Dashboard Items section insert text fields into the Dashboard Header and change the background of the Dashboard Footer You can add rulers lines and headings to help you identify sections and fields shown on the design surface Figure 196 on page 372 shows a dashboard design center with these options enabled These options are accessed from the Show Hide group on the ribbon s Display tab e Show Rulers Click this button to display horizontal and vertical rulers when design ing the dashboard to provide a perspective on the size of the dashboard e Show Rule Lines Click this button to display horizontal lines separating the dash board sections displayed on the design surface e Show Field Outlines Click this button to display borders around the fields you add to the dashboard e Show Section Headers Click this button to display a heading above each dashboard section e Show Grid Click this button to display a grid in the dashboard s header and footer sections to help you align items you add to the sections You can also click the arrow on the button to select the grid size you want to use Understanding dashboard design center components 3 1
489. rmation about contacts Contact custom fields appear when adding or edit ing a contact record and on the My Stuff page Contact list A static or fixed group of contacts that is used to choose the contacts who receive a broadcast mailing or survey Contacts can be added to lists Contact role An option for classifying contacts by their roles in opportunities Contact type An option for classifying contacts by types such as job positions or decision making roles Contact Upload An interactive utility used for importing contact records into the RightNow data base Contact upload template A saved format used by the Contact Upload feature to map columns in a CSV file to columns in the RightNow database See Contact Upload Content Library A component for creating content that can be used in mailings web pages and surveys Content includes documents tracked links files templates and snippets Content pane The area on the right side of the RightNow Console where staff members work with items selected from the navigation pane This includes administration items reports individual records and explorers Content pane tabs A way for staff members to switch between the items currently open on the RightNow Console Content pane tabs display at the top of the content pane Staff members can click a tab to return to a report or item or right click a tab and select from Open in New Window Close Close All But T
490. rmats should be applied Multiple conditional formats can be applied to the same column to indicate different val ues For example different incident statuses can have different font colors or images When a column has multiple formats the order of the conditions is important since this determines which condition is applied first If a row in a report meets both the first and second conditions in a column only the first condition is applied to the value a Select the conditional format to move from the Conditional Formats list b Click the Move Up or Move Down button to move the conditional format up or down in the list 19 Click the URL tab to add URL links to your column Note When you click a URL link in a report your web browser will launch and the web site the URL points to will open You can customize the URL and add vari ables to the link using the values in any of the report s columns For example you could direct a URL to open an answer on the customer portal in RightNow Service or you could direct the URL to a page designed by your organization RIGHT NOW 2 8 Custom Reports Column Format 2 x Alignment width Stes URL Options V Display cell value as link C Use cell value as URL Use custom URL pe ooo Simple URL definition po SiChoose Report Column Value fo _ Choose Report Column Value fo Choose Report Column Value Choose Report Column Value v l Append session ID
491. rs Tab Description Field Description Color Click this box to select a color for the border For procedures on selecting a color refer to Choosing colors on page 63 Style Click this drop down menu to select one of the following border styles solid dashed dotted inset outset double groove ridge rounded or separator The separator option lets you add space around the component Weight Click this drop down menu to select the pixel size of the border You can choose a number between 1 and 10 pixels Preview Use this area to define the placement of the borders Select any of the following buttons to place the borders or click the area in the Preview white space where you want the border Click this button to add the selected border attributes to the top border of the component Dl Top Border Click this button to add the selected border attributes to the bot tom border of the component gy Bottom Border Click this button to add the selected border attributes to the left border of the component L Left Border Chapter 2 Chart Styles explorer 33 Table 4 Borders Tab Description Continued Field Description Click this button to add the selected border attributes to the right border of the component al Right Border m Mir Berens Click this button to add the selected border attributes to all sides of the component Click this button to remove the borders from all sides
492. rt 188 Layout 201 Level 189 minimizing 78 Options 204 368 Page Setup 85 366 Text Field 367 rollup calculations 282 rollups 155 Rollups window field descriptions 157 row numbering 133 run time selectable filters combining filters 321 docking filters 322 RIGHT NOW 478 run time selectable filters continued overview 313 requiring filters 322 S Save As window 24 Schedule Recurrence window field descriptions 125 scheduling adding alerts 127 dashboards 390 reports 121 Scheduling window 122 search criteria descriptions 233 Search Dashboard window 407 searching dashboard reports 406 date range filters 93 docked filters in dashboards 406 filters 312 row limits 92 Search window field descriptions 91 section styles Borders Tab window 222 Fill Tab window 221 Margins Tab window 220 Select Image window 53 Select Intermediate Table and Join window 296 Select Join window 294 Select Names window field descriptions 112 Set Filter Values window 393 Size Tab window field descriptions 57 Slice Bucket window field descriptions 152 Slice window field descriptions 149 slicing buckets 151 overview 147 Sort window 142 sorting report output 141 string functions 246 Style Editor window 28 styles applying to dashboards 394 to reports 129 styles continued Auto Format window 130 Borders Tab window 32 creating styles 27 Fill Tab window 30 Margins Tab window 29 Style Editor 28 Styles expl
493. rt a report s output by date created with the newest dates at the top of the list you would sort the out put in descending order 4 To sort menu fields by the sequence of the field s entries select the Sort by Sequence check box Important This option is available only when editing a custom report By default when sorting information in a report using a menu field the information is sorted by the menu field s entries in alphabetic order For example sorting a report by the Incidents Severity field with entries of Severe Mid Range and Unimportant in ascending order will list records with Mid Range then Severe and then Unimportant severities Chapter 3 Changing data options 143 However when editing a custom report and defining the report s default sort order you can select the Sort by Menu Sequence check box to sort by the order or the menu field s entries Thus sorting the Severity field by sequence in ascending order would result in records with Severe then Mid Range and then Unimportant severities In this example this sort order would likely be more helpful for those using the report To sort on additional fields select the fields to sort on from the Then By drop down menus When you define multiple sort fields the records are initially sorted by the first sort field If any of the records have the same value for the first sort field those records will then be sorted by the subsequent sort fields To
494. rt in the Select this radio button to close the parent report and display the Same Window linked report instead Display Report in a Select this radio button to open the linked report on a separate tab Separate Tab on the content pane Use Existing Tab Select this radio button to open the linked report on an existing tab each time you click the link The tab is created the first time you click the link When you open the report again from the same link the report will display on the same tab Create a New Tab Select this radio button to open the linked report on a new tab each time you click the link Display Report in a Split Select this radio button to open the linked report in a split window Window The parent report remains open on one half of the window and the linked report displays above or below the parent report or to the left or right of the parent report Top Select this radio button to display the linked report above the par ent report Bottom Select this radio button to display the linked report below the par ent report Left Select this radio button to display the linked report to the left of the parent report Right Select this radio button to display the linked report to the right of the parent report 10 Click the Finish button to save your changes 11 Save the report you created the link from RIGHT NOW 344 Custom Reports Chapter 5 To create a conditional report lin
495. rt to populate the linked report s filter When you click the link on a row in the parent report the column s value from the selected row will be used for the linked report s filter value Note This option ts available only when the parent report includes a column with the same data type such as text integer or menu as the linked report s filter Parent Filter Value Select this option to populate the linked report s filter with the cur rent value from one of the parent report s filters Note This option is available only when both reports have filters with the same data type and operator Parent Variable Value Select this option to populate the linked report s filter with the cur rent value from one of the parent report s variables Note This option is available only when the parent report includes a variable Default Filter Value Select this option to use the default filter value specified in the linked report for the filter value RIGHT NOW 342 Custom Reports Table 93 Filter Value Types Description Continued Type Description Custom Filter Value Select this option to specify a custom value for the filter The val ues you can enter depend on the filter s data type and available options For instance if the filter uses a text field you can type the text you want to use for the filter s value If the filter uses a menu field containing staff accounts you will be able to sele
496. rt with Chart When you select a layout the report sections needed for the type of report you select are automatically dis played Refer to Applying report layouts on page 216 for more information Tabular Click this button to edit the report in a tabular layout This is the default layout used when creating a report Refer to Selecting record or tabular layouts on page 130 Record Click this button to edit the report in a record layout Refer to Selecting record or tabular layouts on page 130 Chapter 5 Group Button Properties Report design center ribbon 185 Table 42 Home Tab Description Continued Description The buttons in this group let you modify properties that apply to the entire report Options Click this button to select how the time zone used in the report will be determined who the owner of the report is set Auto Refresh and other options and add notes to the report Refer to Changing report properties on page 355 Definition Click this button and select View to view the report definition showing descriptions of the report s tables columns filters and other information describing the report s structure Refer to Viewing report definitions on page 72 Click this button and select Export to export the definition to a file which you can import into another RightNow interface to copy the report Refer to Exporting report definitions on page 74
497. rts Report Section Charts Table 54 Report Sections Description Continued Description This section contains charts that you insert into the report Charts provide a graphic representation of data and are most useful for quickly comparing groups of data Note This section can be added or removed from the design sur face using the Charts check box on the ribbon s Display tab Data Area This section contains database fields you add to the report which outputs tabular data This report section is used in almost all reports as it provides text with specific details about specific records or specific numbers summarizing groups of records Note This section can be removed from the design surface by selecting Do Not Display Data from the Data button on the rib bon s Display tab Report Footer The report footer is similar to the report header though the text fields in the footer display on the bottom of each page of the report By default the report footer contains the Record Count text field This is a variable which displays the number of records returned on the page Note This section can be added or removed from the design sur face using the Report Footer check box on the ribbon s Display tab Data Exceptions This section contains information summarizing the data excep tions that are indicated in the data area Data exceptions are used to highlight specific information in the report that meets certai
498. rts on your dash board Changing dashboard display options You can adjust the dashboard s display options to add margins and titles to the reports in the dashboard You can also specify which report sections should display in the dashboard s reports To change display options 1 Click the Home tab 2 Click the Display Options button to open the Display Options window RIGHT NOW 396 Dashboards Display Options Workspace Titlebars Margins id Margins are in pixels Left Top oF Right 0 Bottom 0 View Mode liJ The View Mode determines the display configuration of the dashboard Choose Screen Mode for operational dashboards Choose Scrollable Mode for reporting dashboards Screen Scrollable Figure 212 Display Options Workspace Tab 3 Enter field information described in Table 108 Table 108 Display Options Workspace Tab Description Field Description Margins This section contains options for defining the margins for the dashboard The margins you select are applied to the outer margins of the entire dashboard rather than to the margins between reports in the dashboard Left Select the size of the left margin in pixels Right Select the size of the right margin in pixels Top Select the size of the top margin in pixels Bottom Select the size of the bottom margin in pixels View Mode Options in this section let you specify how the dashboard s reports will
499. s Figure 26 Size Tab for a New Text Field Chapter 2 Text Fields explorer 57 5 Enter field information described in Table 15 Field Best Fit Table 15 Size Tab Description Description Select this radio button to have the size of the text field automati cally adjusted to best fit the available space in the report Specific Size Pixels Select this radio button to manually enter the specific width and height settings for the text field Any text in the field boundaries that exceeds the size of the field will be clipped 6 Click the Font tab to select the font settings for the text field Refer to Choosing font attributes on page 61 for information about font settings 7 Click the Margins tab to define the amount of space surrounding the text in the text field This text field is available for use in all reports In the i can access this field by clicking on TATO POH SATE ne Se Instances added to a report will be a copy of this text field Therefore iJ Margins are Left 2i Rigt 2 Figure in pixels Top Bottom 27 Margins Tab for a New Text Field 8 Enter field information described in Table 16 Table 16 Margins Tab Description Field Description Left Select the number of pixels between the text in the text field and the left side of the text field Right Select the number of pixels between the text in the text field and the right side
500. s on page 264 for descriptions of all options Number The options in this group let you display numeric values as a gauge and select numeric formats Refer to Editing column format options on page 264 for descriptions of these options Note This group displays when selecting a column containing numeric values Date The options in this group let you select a date format for the col umn and view the format Refer to Editing column format options on page 264 for descriptions of these options Note This group displays when selecting a column containing date time data RIGHT NOW 90 Report Management Searching in reports and analyzing output You can search for specific records in reports from the Search window You can open the Search window from the report s Home tab This window also opens automatically when the report includes required run time filters or if the Open Report Without Prompting for Search Parameters report option is not selected Refer to Changing report properties on page 355 for information about report options The options available when searching for information consist of the run time filters output variables sorting options and other search parameters added when the reports are created or edited The search parameters are specific to each report though many reports share similar filters and output variables Important Reports are intended to output only the information
501. s 69 r C Reports Explorer global_92_sat RightNow CRM ae a Home b Qgt x F ie up y E Views A Delete Refresh New New Edit Open Queue View Back Forward a Choose Details Report Dashboard Report Report Definition Rename X Q Find z Record Navigation Display Analytics lt jul Reports Explorer db Analytics Items amp A Address Public Reports Service Incident Reports Incident Activity v E co Activity Folders x Name Created Updated Initial Run Refresh on Edit E All Mailings Public Reports A Incident Activity 02 01 2007 12 00AM 02 01 2007 12 00AM No No Se tse S Common E Incident Activity by Category 02 01 2007 12 00AM 02 01 2007 12 00AM No No ca abana ak ak a Feedback L Incident Activity by Product 02 01 2007 12 00AM 02 01 2007 12 00 4M No No ED Marketing J Incident Bounced Emails 02 01 2007 12 00AM 02 01 2007 12 00AM No No Reports Explorer BE Sales Styles Explorer i HES Service GE Agent Reports Chart Styles Explorer 29 Color Schemes Explorer B Images Explorer A Text Fields Explorer s i Customize List e Communication Center 8E Contacts an i i _ Vw ade doe Moe Monato Ml 39 8 BF By uw___ gt Logged in as admin 4 Records Bontine 100 y OT Figure 36 Reports Explorer 3 In the list on the right right click the report you want to open and select Open When you open a
502. s and custom scripts These reports can take time to plan or may require input from several people However you can quickly create reports that fulfill most of your report ing needs Important This chapter provides an overview of planning and creating basic custom reports For information about all the tools available to create and edit reports refer to Chapter 5 Custom Reports on page 175 In this chapter e Planning reports Contains suggestions to help you plan reports before creating them Refer to page 166 e Creating reports Contains the procedures to create a simple custom report describing how to add columns filters and report levels Refer to page 167 RIGHT NOW 166 Creating Basic Reports Planning reports Chapter 4 No matter how simple or complex a custom report is there are certain guidelines to follow to help you create the report you want Since each custom report you create can output different data and include different components you may want to design your report before you start to create it This helps determine what steps you will need to create the report you want We recommend considering the following questions before you create your report Tip What audience will view or use the report This determines which report layout you will use since some layouts include charts titles and other information whereas other lay outs do not Refer to Applying report layouts on pa
503. s i inc_performance P P Change join options below in ag incidents gt i wile Table Incidents Delete Table si answers gt ae Alias incidents Join to inc_performance Join condition inc_performance i_id incidents _id v Join Filters Add Filter z View TextDefinition iy Display Filter Descriptions Figure 167 Join Filters Section on the Data Set Window 5 Click Add Filter to open the Add Filter window RIGHT NOW 326 Custom Reports Add Filter x Name l Definition Use Data Dictionary Eres E click for options or start typing to receive context sensitive assistance Operator x Use this to compare the Expression with the Value Value Type Constant Expression Value Figure 168 Adding a Join Filter 6 Enter the expression for the join filter Or Click Use Data Dictionary to open the data dictionary where you can define the filter s expression 7 To use an expression filter value select the Expression radio button The Add Filter win dow will display a Value field Add Filter x Name Definition Use Data Dictionary Derenin click for options or start typing to receive context sensitive assistance Operator Use this to compare the Expression with the Value Value Type Constant Expression Use Data Dictionary Value Cancel Figure 169 Adding an Expression Join Filter Chapter 5 Creating
504. s The buttons in this group let you add calculations to the selected column You can hover over each button to view a description of the calculation You can also choose to show multiple calculations on a single row or on separate rows Refer to Adding column cal culations on page 281 Rollup The buttons in this group let you group the information in the report by the selected column You can also change the ordering if your report has multiple rolled up columns Refer to Displaying rollup levels on page 155 Slice The buttons in this group let you slice the data in the report by the selected column You can also change the slice level if your report s data is sliced by more than one column You can choose to display slice columns as a tree or as links Refer to Slicing report data on page 147 Format tab When viewing a report in the layout view you can select a column and select options on the Format tab to change how the data in the column is displayed For example you can change the fonts hide repeating lines of data and replace numeric data with gauges The Format tab is shown in Figure 48 RIGHT NOW 88 Report Management Ppi u I awe A D Column Section Display Insert Level Page Setup Design Format Options Wii WT edes E width leet aS Solid H Freeze Column Margin Conditional i Options m 1 px Formatting Hide Repeating x la Margin Border F
505. s a list of actions that can be taken on the audit log click the Options button Refer to Ribbon options when viewing reports on page 78 for descriptions of the actions that can be performed on the report 4 Click the OK button to close the audit log Specifying permissions Report permissions allow you to specify which profiles can open or edit a report You can select Open and Edit permissions for each profile defined in your system Note Permissions applied to private reports are irrelevant until the report is made public To specity report permissions 1 Click the Home tab 2 Click the Permissions button to open the Permissions window Chapter 5 Changing report properties 355 Permissions liJ Set Open and Edit permissions for each profile Profiles with Analytics Administer permissions automatically have Open and Edit permissions Profile Name Open Edit Administrator Customer support tier 1 Customer support tier 2 Customer support manager KK Knowledge engineer Marketing Sales manager Sales rep O08 Figure 188 Permissions Window 3 Enter field information described in Table 96 Table 96 Permissions Window Description Field Description Open Select this check box next to a profile name to allow staff members assigned to that profile permission to open the report You can select multiple profiles Edit Select this check box next to a profile name to allow staff members
506. s and text fields to reports 229 C E My Incident Activity global Text Section anal ae 5 Home Display Insert Level PageSetup TextField Options La Li Bring to Front Tahoma H 18 _ Borders X 2 gt aSendtoBack B uy r A Dy sere Solid S Edit Anchor i Margin EE 1 aaa Edit Arrange Font l Margin Border UE ful Reports Explorer My Incident Activity abx D Level Incident Activity v Add Drilldown Level Hg ow l E a ee l ee GA ee l RightNow Technologies Incident Activity Interval Incidents Created Unass Assign Resolved o Intervali 1 1 50 0 1 50 0 1 500 Interval2 2 2 100 0 2 100 2 100 0 Interval3 3 3 150 0 3 150 0 3 150 0 2 Interval4 4 4 200 0 4 200 0 4 200 0 Total 10 u e e aa A v Logged in as admin 0 Records online 100 y iin Figure 120 Text Field Added to the Report Header 4 To move the text field drag it to the position you want Note To move a text field from one report section to another both sections must have Automatic layout enabled Refer to Editing section layout properties on page 224 5 To resize a text field in a report section click the text field to activate it and then drag one of the handles displayed on the text field s borders The text field will be resized as you drag the handle Editing text fields Once you add a text
507. s are unique to gauge charts and let you show ranges of different val ues on the chart in different colors Prior to adding a range the Color Ranges window will not show any ranges and Add Range will be the only option available The Color Ranges window is shown in Figure 14 populated with three ranges Chapter 2 Creating and editing chart styles 41 Color Ranges fia x Gauge Color Ranges Minimum Maximum Start Color End Color oH shig n M mm 3 je CO m m C Remove Range 66 100 Yo Add Range Figure 14 Color Ranges Window a Click Add Range to add a color range b Enter field information described in Table 8 Table 8 Color Ranges Window Description Field Description Add Range Click Add Range to add a range Minimum Enter the percentage value the range should begin at For example a gauge with three color ranges could have a range that begins at 34 Maximum Enter the percentage value the range should end at For example a gauge with three color ranges could have a range that ends at 66 Start Color Click this box to open the Color window and select a color for the beginning of the range Refer to Choosing colors on page 63 End Color Click this box to open the Color window and select a color for the end of the range Refer to Choosing colors on page 63 Remove Range Click Remove Range to remove the range shown next to the text c Click the OK button to save the colo
508. s displayed on For example you can use the values in a hidden col umn to create the link s condition but display the link on another column in the report 6 Click the Operator drop down menu and select the operator you want to use for the link The operators displayed depend on the column s data type 7 Enter the value you want to use for the conditional link Creating report links 345 8 Click the Next button The remaining pages of the Conditional Report Linking wizard are identical to those on the Report Linking wizard Refer to To create an unconditional report link on page 339 for information about these pages 9 To add other conditional links repeat steps 2 through 8 Ordering conditional links If you create several conditional links on the same column you may need to reorder them to ensure that links with conditions that might overlap are triggered in the order you want While ordering is irrelevant for conditional links with exclusive conditions it can impact which linked report or dashboard will open if you have multiple links that could match a particular column value To reorder a conditional link 1 Select the report column that is associated with the link and click the Report Linking but ton on the ribbon s Design tab 2 Select Manage Conditional Report Links to open the window shown in Figure 183 Manage Conditional Report Links iJ Conditional Report Links allow you to link a report to a
509. s displayed only when viewing a report that lists inci dents Fill Inbox Click this button to assign incidents to yourself from incident queues This button is displayed only when viewing a report that lists incident information and when the permissions in your profile allow you to pull incidents from queues Email Contact Click this button to open your default email program to send an email to the contact associated with the record Monitor Chapter 3 Click this button to open the chat sessions workspace to monitor agents chat sessions This button is displayed only when RightNow Chat is enabled and when the permissions in your pro file allow you to monitor chat sessions Group Button Editing Ribbon options when viewing reports 81 Table 21 Home Tab Description Continued Description This group is displayed when inline editing is enabled on the report The buttons in this group let you save and edit records using inline editing Refer to Editing data inline on page 161 Data Set The buttons in this group let you search for data in the report refresh the display and reset the search criteria to the report s defaults Refer to Searching in reports and analyzing output on page 90 Note The buttons in this group are not available when viewing a report that was queued Refer to Queuing reports on page 100 Search Click this button to open the reports Search window to s
510. s information directly from the database and does not require a complicated expression you can add columns using the data dictionary If your column s expression will be complicated using several functions it can be easier to add the column from the Column Definition window Tip Each output level can have a maximum of one hundred output columns In addition the number of tables used in a report is limited to twenty To add an output column trom the data dictionary 1 Select the field function variable or computed field you want from the data dictionary Note If the data dictionary is not shown on the design surface click the Home tab and click the Data Dictionary button to display it 2 Drag the field you selected to the data area on the design surface When you drag an item from the data dictionary to the data area you can place it in any posi tion If other columns are in the data area when you drag a field you will see arrows appear between column headers indicating where the field will be placed When the field is in the desired location drop it onto the data area To add a column trom the Column Definition window 1 Click the Home tab and click the Add Column button The Column Definition window opens Column Definition Heading Use predefined heading when available Description Available Columns Functions Expression fo bee Current Dataset Right click for options or start typing to receive
511. s opened outside RightNow may not display exactly as they do when viewed within RightNow Descriptions of the changes you may see when viewing reports outside RightNow are included in this section along with descriptions of each distribution method Modifications made to distributed reports 107 Modifications made to distributed reports When reports are exported forwarded printed published or sent as a scheduled report cer tain changes are made to the reports to ensure that they display correctly These changes are described in this section e Drill down links to other reports dashboards or report levels will be disabled in the distributed report Refer to Adding additional output levels on page 328 for informa tion about drilling down into report levels and Linking reports on page 337 for infor mation about drilling down into other reports or dashboards Important If your report includes multiple output levels drill down to the information you want to display in the distributed report before you export forward or publish it e If the report includes the Links column which contains links to modify the report s records the column will not be shown on the report e Ifthe reports width is set to Fit in Window the report is shown using the Best Fit width setting Refer to Table 35 on page 132 for descriptions of these settings e Reports shown in the record layout by default are converted to tabular layout when the
512. s run the report allowing them to modify the data that is returned or you can hide filters so their val ues cannot be changed by staff members RIGHT NOW 214 Custom Reports The types of parameters available on the Search window are described in Table 55 Table 55 Search Parameters Description Parameter Description Filters Filters limit the data returned in your report by selecting a subset of information from the database Different types of filters are available and each serves a different purpose Report Filters Report filters limit the data accessible to any of the report s output levels and can be fixed or run time selectable Fixed filters cannot be changed when the report is run but run time selectable filters can be changed by staff members Run time selectable filters can also be required if you want to force staff members to select filter values Refer to Creating report filters on page 313 Level Filters Level filters are similar to report filters and can be fixed or run time selectable However unlike report filters level filters limit the data accessible at individual output levels rather than the entire report Refer to Creating level filters on page 315 Group Filters Group filters can be fixed or run time selectable and are applied to data that is grouped to prevent information about certain groups from being returned For example a report that shows the number of unresolved
513. s section is not available for Pie Line Bar Combo X Y Stock Pareto Gauge and Funnel chart types By Manually Selecting from Available Columns Select this radio button to manually select the columns used as values in the chart For example if you were reporting on incident statistics for different products you could define the category as Products and the series as Unresolved Incidents and Solved Incidents The category axis would display each product and the value axis would display a list of values Each product would have two bars one for unresolved inci dents and one for solved incidents RIGHT NOW 308 Custom Reports Table 88 Select Source Data Description Continued Field Using Values From Description Select this radio button to choose the output column that RightNow should automatically use for values For example if you were reporting on incident statistics for different products and assigned to different groups you could define the category as Products and the series as Unresolved Incidents If you selected groups from the drop down menu associated with this radio button each group would be used as a bar chart for each product The category axis would display each prod uct and the value axis would display a list of values unresolved inci dents Each product would have bars for each group Get Labels From Drag one or more columns from Available Columns to th
514. same set of colors Comparison petiod A reporting parameter used to compare a report s time period to an iden tical length of time in the past Comparison peri ods are defined when creating or editing a custom report and can be included in standard reports Competitor aAn option for identifying other par ties pursuing the same opportunity Compile A process that runs the compiler engine to check states functions and rules within a rule base to ensure there are no errors See Rule base and Activate Completed A mailing and survey status that indicates a broadcast mailing or broadcast survey has been sent The system automatically sets the status to Completed from the Sending status Complex expression A search technique that enables customers and staff to search for a broader set of content This technique allows wildcard searching using an asterisk at the end of a word or partial word and a tilde before a word to perform a similar phrases search on that word only Word stemming and logical operators are also supported This technique is available on the RightNow Console and the customer portal See also Word stemming and Logical operators Computed field A column whose value is derived from calculations performed on database fields Computed fields can be added to output levels in custom reports Condition tThe part of a business rule that deter mines whether an answer contact incident chat se
515. scribes how to verify staff members email addresses assign profile permis sions and customize navigation sets for Enterprise Analytics Verify account email addresses To use Enterprise Analytics staff members must have a valid email address specified in their staff account For detailed information about configuring staff accounts refer to the RzghtNow Administrator Manual To verity an email address 1 Click the Common Configuration button on the navigation pane 2 Double click Staff Accounts under Staff Management The Staff Accounts tree and editor display 3 Right click the staff account you want to verify and select Edit The staff account s infor mation displays 4 To add or change the email address type the address you want in the Email Address field 5 Click the Save button to save the change to the staff account Chapter 7 Assigning Enterprise Analytics profile permissions 411 Assigning Enterprise Analytics profile permissions Profiles permissions allow you to control what product functionality and areas of RightNow your staff members can access To use Enterprise Analytics staff members must by associated with a profile that contains some or all permissions to view create edit export and delete reports and dashboards in Enterprise Analytics Permissions also need to be granted to allow staff members to view dashboards and perform administrative tasks in Enterprise Analytics This section describes ho
516. scriptions search criteria descriptions data area and data exceptions sections Section styles can also be changed by applying report styles with the Auto Format feature If the style selected using auto format is applied after you manually modify a section style your edits to the section style will be overwritten Editing a section style after an auto format style is applied will overwrite the auto format style Refer to Changing report displays with styles on page 129 for more information about the Auto Format feature Tip The procedures in this section describe editing section styles from the Edit Style window However you can also adjust style options by selecting the report sec tion and using the buttons on the ribbon s Options tab To edit section styles 1 Right click the section on the design surface that you want to edit and select Edit Style Note The Edit Style window for some report sections includes an Options tab that allows you to set layout options Refer to Editing section layout properties on page 224 for information 2 Click the Margins tab to modify the amount of space surrounding the contents in the sec tion RIGHT NOW 220 Custom Reports Edit Report Header Style Borders id Margins are in pixels Left g Top Right 0 Spacing 1 3 Figure 114 Margins Tab on the Edit Style Window 3 Enter field information described in Table 57 Table 57 Margins Tab Description
517. scriptions of this field s contents Date Created created The date and time the transaction occurred Date Time dttm The scheduled date and time for a mailing This value will be NULL for any other record or transaction type Description description This field contains information specific to certain types of transac tions taken on certain types of records and items This field will be NULL for many transactions Refer to Table 117 on page 429 for descriptions of this field s contents Foreign Key id The unique ID number of the record such as an incident or con tact that the transaction affected Interface interface_id The interface the transaction was performed in Source source_lvl1 source_lvl2 The RightNow component where the transaction occurred Level 1 source codes are the general area of RightNow and level 2 soutces ate the specific component Refer to the data dictionary for descriptions of the source codes Source Hierarchy source_hierarchy The level 1 and level 2 sources displayed in a hierarchical menu Table Association tbl The type of record or item the transaction occurred on such as an incident quote or survey Refer to Table 116 for a list of record and item types and the types of transactions that can apply to them Type trans_type The type of transaction that occurred such as a record being cre ated or edited Refer to Table 116 f
518. seke dace kno 160 Resetting display and data settings 45 orcs suveskceeweseecnwees 160 Pongo da A NWN ereraa e a a a Ee eben gens pee ee 161 Editing individual ValMesI0UNG sot5 sca soot eke dew edoke nae deaden 161 Editing values in multiple 1OWSi14 50cuotdenw hie eie tote doeay as 162 Savino CHAN Ces IO LNG SOI tt too re ia pr ERE ben ses 6 164 Chapter 4 Creating Basic Reports 2 4444440840 cetehaieeeideseeaa panes 165 PO Te POs oct s5 sects es heehee ooee bees tame eeeee ane 166 Circa Te pO saat eons ces Skee ee E eNews ene eee 167 Opening the report design center seksshoueuase reteonssasmede 167 AGING Col eree ei E a E a ee 168 Adding drill down levels cave ceteroepes evens toeseenenwa yeas 170 NGOS E 6th oh endeteetanhonseuness nde tactenes tee ees 171 DAVINO 10 0Ofs Saas aw tees eben ee et oceans E ee aa ee 173 RIGHT NOW 4 Contents Chapter 5 Custom REPONS errin r e beh eee hat hee Paes eee ee 175 Uisine tne report desl on Cemte ae an hed bela Mette dads et th ttedeleg 176 Openitie the report desion Center 424 Feba eng A etegs hea ares 176 IMpPOLINe TepOrtl Me ONON ae ian dawn Ao wean eee hee Wand 178 Selec ONO ANION te Se heise ee we Sweet net NEET 179 Report desion center Componerse rreran sea EES ANE 181 Report desioa center DDO verses teeta dt eos bs eh hee ees 182 Ome be tate his eakie tse ee etesd ane eas sete seas toe 184 DOISp aya ee mca sats tune pend ae net net Come ae ae 187 a AE ee es E eee Se ror
519. select Reset 6 To perform cross tab calculations on the report click the Cross Tab button and select Per form Cross Tab Calculations 7 To switch between displaying output fields above or below column fields click the Cross Tab button and select Display Output Fields gt On Top or On Bottom Displaying rollup levels You can define rollup levels in a report to group data beneath headings in the report You can add additional rollup levels to further break down the data under each heading by grouping data under sub headings Using rollups you can group rows in a report that share the same value in the columns you select for the rollup levels For example you could add rollups to an incident report to group incidents by their assigned staff member and then add an additional rollup level to group the staff members incidents by the incidents associated product A sam ple report using these rollup levels is shown in Figure 88 RIGHT NOW 156 Chapter 3 Report Management My Incident Activity RightNow CRM ErnX on Display Page Setup Li Copy gt Forward a Edit Q ay F AJ Sort 3 Forward X Delete SAssign m SRollups H3 Default Settings open mew Print opos Save 4 Auto Save Search REESI Reset amass W slice a a ag Record Editing Data Set Analyze Report My Incident Activity d gt x lt d gt x a Top Level gt 2006 01 2 Incident Activity Incident Detail B
520. shboards can be exported using the same formats Tip If you want to copy the contents from a few cells in your report to another application you do not need to export the report s data Instead you can right click the cell you want to copy and select Copy Cell to Clipboard Once the data is on your clipboard you can copy the data to other applications RIGHT NOW 116 Report Management Chapter 3 When you export a report you can choose to export only the information shown on the cur rent page of the report or you can export all the data in the report up to 100 000 rows If you need to export more data than this we recommend using an Open Database Connectivity ODBC connector For information about this option contact your RightNow account man ager Note When viewing a report in RightNow Analytics a maximum of 50 000 characters can be displayed in a single field even if the field contains more characters than this However up to 300 000 characters in a field can be exported though char acter limitations in third party applications may still be encountered when view ing the exported report This section describes exporting data from reports but dashboards are exported in the same manner except where noted To export report data 1 Click the Home tab 2 Click the Export button to display a menu containing export options 3 Select from the options described in Table 31 Important Reports exported from RightNow
521. should display Display Blank Select this radio button to display a blank for NULL values Display as 0 Select this radio button to display No Value for NULL values 6 Click the Alignment tab to define the column s alignment Chapter 5 Editing columns 2 1 Column Format 2 x Alignment width Styles Text Alignment Right v Wrap Text Data Text Alignment Right s Wrap Text Repeating Values Hide Repeating Values IT Exclude hidden values from calculations and auto filtering Figure 140 Alignment Tab on the Column Format Window 7 Enter field information described in Table 75 Field Header Table 75 Alignment Tab Description Description The fields in this section determine the text alignment for the col umn s header Text Alignment Click this drop down menu to select the column header s align ment The available options are Left Center and Right Wrap Text Select this check box to allow the column headet s text to wrap to a new line if it exceeds the width of the column Data The fields in this section determine the text alignment for the col umn s data Text Alignment Click this drop down menu to select the alignment for the col ummn s data The available options are Left Center and Right Wrap Text Select this check box to allow the column s data to wrap to a new line if it exceeds the width of the colum
522. shown is changed due to an action initiated from this report Select this check box to have the report s output automatically updated when an edit to a record is initiated from the report The report will refresh only if a record is modified in such a way that it no longer matches the report s search criteria Open editor when report contains only one row quick search reports only Select this check box to automatically open the record for editing when the report returns only one record Note This option applies only to Quick Search reports and search reports used in workspaces Cache the drilldown levels Select this check box to enable caching of data shown in report output levels When this option is enabled the data shown in the initial output level when you view a report will be stored on your workstation When you view a second output level and then return to the top level of the report it will load quickly since the data you are viewing is cached on your workstation The cache will be cleared when you close the report Note When this option is not enabled the database is queried every time you drill down to an output level or return to a previous level even if you have recently viewed the output level Return to previous level when current level no longer has data Select this check box to instruct the report to automatically display the previous output level if the current output level no longer dis plays
523. shown on the report directly from the report In addition you can adjust the report s display options to better suit your needs and alter data characteristics to sort filter and output the data in different formats In this chapter e Viewing reports Contains procedures for opening reports searching for information and per forming tasks using common features in RightNow Analytics Also included 1s a description of the report ribbon Refer to page 68 e Queuing reports Describes report queuing how to queue reports and how to view them when they have run Also explains how report databases are used in conjunction with queuing Refer to page 100 e Distributing reports Contains procedures for exporting publishing forwarding and printing reports Refer to page 106 e Changing output options Contains procedures to modify report output by customizing the fields displayed and using the Slice Auto Filter Cross Tab and Rollups options Refer to page 129 e Editing data inline Contains procedures to edit data directly from reports Refer to page 161 RIGHT NOW 68 Report Management Viewing reports RightNow includes numerous standard reports you can use to track activity in Service Sales Marketing Feedback and RightNow Chat If one of the standard reports does not meet your needs you can create a custom report to return the specific information you want Custom and standard reports are opened in the same m
524. sponses and updates customer updates records of conversations and staff member notes about the incident which are not visible to customers The incident thread lists activity in chronological otder and can be filtered by thread type Indexing A process in which the text of an answer or incident is stemmed and indexed into keywords and phrases These keywords and phrases are used to build the answer and incident phrases tables that are used during text searching When an answer is added or updated the Key words Summary Question and Answer fields are stemmed and indexed to create one two and three word phrases When an incident is added or edited the Subject field and incident thread are stemmed and indexed to create one word phrases Industry type An option for classifying organi zations by type of industry Information gaps A report that clusters inci dents in RightNow Service and compares the top ics to answer clusters allowing organizations to pinpoint those areas or gaps in the knowledge base needing additional answers Initial state A required state in every rule base The rules engine evaluates a new or updated object using all rules in the initial state Unless one or more rules in the initial state transition the object to a function or different state the rules engine stops after all the rules in the initial state have been processed See also Rule state Inline A method of displaying output def
525. ssion opportunity organization target or task matches a business rule Rules can contain multiple conditions Conditional formatting A method of highlight ing specific information in report columns that does not require creating data exceptions Conditional section A section of text in a doc ument that appears only to those contacts meeting certain criteria Conditional sections can also be placed in answers and tagged with specific answer access levels See Document and Access level conditional section Conference A feature in RightNow Chat that enables an agent to conference another agent into a chat session with a customer Conferencing is also available in CTI allowing multiple agents to talk with a customer Configuration Editor tThe editor for customiz ing configuration settings Configuration settings All of the settings accessed from the Configuration Editor to config ure and customize a RightNow interface Configuration Wizard An interactive utility for customizing and configuring RightNow Configu ration categories include Outgoing Email Support Home Answers Ask a Question My Stuff Secu rity Incidents Agedatabase Utility and SmartAs sistant Response Contact Any individual with a contact record in the knowledge base Contact records can be added by staff members and by customers when submit ting a question Contact custom field A field for gathering and displaying additional info
526. st mailings and surveys and the group of contacts will be constantly adjusted and updated as they meet or fall outside of the segment s require ments Self learning knowledge base The automatic generation of self service content based on cus tomer interactions so that the most pertinent information is presented See also iknow and Knowledge base Sender ID A form of email authentication that identifies IP addresses authorized to send mail on behalf of a specific organization Sender ID differs from SPF authentication primarily by the compo nents of the email used to authenticate the mes sage Sender Policy Framework SPF A form of email authentication that identifies IP addresses authorized to send mail on behalf of a specific organization SPF differs from Sender ID authenti cation primarily by the components of the email used to authenticate the message Sending A mailing and survey status that indi cates the broadcast mailing or broadcast survey is currently being sent to contacts The system auto matically sets the status to Sending after the mail ing or survey is done being prepared to send or at the scheduled date and time Service level agreement See SLA Session The period of time a customer spends looking for a satisfactory answer to a question The end of a session generally occurs when a customer closes the browser or leaves the interface or when a specified time period elapses Session tracking
527. stics from being removed from the database Note The default value for this setting is 0 PURGE_DELETE_SESSION_ SUMMARY Define the number of days after which login logout ses sions are removed from the user_trans table relative to the logout time Set this value to 0 to prevent login logout ses sions from being removed from the database Note The default value for this setting is 0 PURGE_DELETE_USER_ TRANS Define the number of days after which voice statistics are removed from the database Set this value to 0 to prevent statistics from being removed from the database Note The default value for this setting is 90 For sites with multiple interfaces statistics will be removed from all inter faces based on the interfaces smallest non zero value for this setting PURGE_DELETE_VOICE_ STATS Specify the number of days after which files that store the output from queued reports and dashboards will be deleted Note The default value for this setting is 7 days PURGE_QUEUED_REPORT_ DAYS Agedatabase Utility settings 423 Table 114 Agedatabase Utility Analytics Settings Continued Specify the number of days after which Rule Log entries will be deleted The maximum value for this setting is 180 A value of zero will result in the data being deleted after 180 days Note The default value for this setting is 30 Use this setting PURGE_RULE_LOG_FREQ Specify the number of days af
528. support printing with this layout Figure 62 Export Options Window 4 Select from the options described in Table 32 Table 32 Export Options Window Description Field Description This field displays the location and file name the exported report will be saved to When the Export Options window is initially opened a default directory location and file name is displayed Location Click this button to open the Save As window if you want to spec Save to Folder ify an alternate location or file name for the exported report Launch Application Select this check box to automatically launch the application asso ciated with the exported report s file type when you close the Export Options window Note If you are exporting a large amount of data you may want to clear this check box to prevent the application from attempting to immediately open when you export the report Chapter 3 Exporting report output 119 Table 32 Export Options Window Description Continued Field Append Date Time to File Name Description Select this check box to append a date time stamp to the file name that shows when the export file is generated The date time stamp will be appended to the end of the file name before the file name extension Date Time Format Type the format you want to use for the date time stamp you append to the export file name The default format is sy m d H M S This creates a date time stamp with t
529. t 3 Press Ctrl while selecting each record you want to edit 4 Drag the selected rows to the folder on the slice tree that shows the value you want Once you drop the rows on the slice tree the report will be updated to show the new values for the selected rows 5 Save the change to the server Refer to Saving changes to the server on page 164 Saving changes to the server Chapter 3 When you edit data inline on reports the changes need to be saved to the server If the Auto Save feature is enabled each change will be saved automatically However you can also dis able Auto Save if you want to make several changes and then save the changes to the server Refer to Enabling inline editing on page 351 for information about enabling Auto Save Tip When data has been edited on a report but the changes have not been saved to the server a visual indicator will display on the report next to the edited value Once the data is saved to the server the visual indicator is removed To automatically save changes Click the Home tab and then click the Auto Save button The button will be highlighted when Auto Save is enabled To manually save changes Click the Home tab and then click the Save button 165 4 Creating Basic Reports RightNow Analytics provides tools to create custom reports that include advanced features such as multiple output levels linked reports calculations data exceptions variables com puted field
530. t Management Field Limit To Table 26 Search Window Description Continued Description Select this check box to limit the number of rows returned on each page of the report s output level or on the entire output level Lim iting the total number of records returned on the output levels pre vents reports from returning more records than can be easily viewed or printed Note The VLR_HARD configuration setting sets a hard limit on the number of rows that can be returned in a report Values entered in the Limit To field that exceed this will be ignored Refer to Appendix A Analytics System Configuration Settings on page 417 for information about VLR_HARD and other configuration settings that can impact reports Rows Type the number of rows that should be returned Per Page Select this check box to change the number entered in the Rows text box from a hard limit on the total number of rows returned in the report to a limit on the number of rows returned on each page of the report Order By Click the current sort order fields to open the Sort window where you can select different sort options The report s default sort order is displayed with the primary sort field listed first followed by any subsequent sort fields The direction each sort field is ordered in is also indicated Asc for ascending order and Desc for descending order For information about sorting refer to Changing sort options on
531. t Public Reports or a custom sub folder beneath Public Reports Reports that are saved in the My Reports folder are accessible only by you a To create a custom sub folder right click Public Reports select New Folder and type the name you want for the folder 3 Type the name you want for the report in the Name field 4 Click the OK button to save the report and close the report design center Your staff members can now access the report from the Reports explorer or you can add the report to their navigation sets You can edit the report whenever you want to add additional columns filters or output levels You can also add advanced functionality such as column cal culations variables inline editing and other options If you want to show the information in RIGHT NOW 174 Creating Basic Reports the report to a wider audience you can also change the report s layout and add charts text fields and images For information about these and other options refer to Chapter 5 Cus tom Reports on page 175 Chapter 4 175 5 Custom Reports Creating custom reports gives you the flexibility to output the information you need in the format you want Custom reports can be simple pulling data from one table and returning data from the same table or they can be complex pulling data from several tables filtering it and returning tabular and chart information in multiple output levels or linked reports When creating a
532. t data that has been tempo rarily stored in the database for quicker report gen eration This data is cached nightly by the Agedatabase utility and can be purged regularly Campaign A multiple step marketing process based on business logic Campaigns can contain any number of actions and decisions and move contacts through a series of steps when specified criteria have been met Canceled A mailing and survey status that indi cates a mailing or survey has been manually can celed before being completed Category An option for grouping answers and incidents that allows more precise organization in the knowledge base Staff members can classify answers and incidents by category and up to five additional levels of sub categories allowing more refined searching by customers and staff members See also Product Certificate A digital piece of information for email and Internet security that includes the name of the certification authority the holder of the cer tificate the certificate holder s public key the dates the certificate is valid the serial number and the digital signature of the certification authority Cer tificates are also referred to as public certificates Certificate revocation list A list of certificates that have been suspended or revoked before they have expired The certification authority maintains updates and publishes the certificate revocation list at regular intervals Certification authorit
533. t format on the content pane that displays a tree on the left containing folders and other items and a detailed list of the selected folder s contents subfolders and files on the right Explorers are available for certain administration items and components in RightNow Expression A component of fixed and run time selectable filters that defines a function database column value or any combination of the three Extension see RightNow Dreamweaver exten sion External event A program or script that runs as the result of an event occurring in RightNow an action specified in a business rule or an action in a marketing campaign FCRR first contact resolution rate A statis tic that reports how often staff members or groups solve incidents with only one response This num ber is displayed as the percentage of incidents solved with only one staff response File A file that is uploaded to RightNow Market ing for attaching as a link in a document or snip pet From the Content Library files can be uploaded and their characteristics can be defined File attachment A file that is attached to an answer contact incident opportunity organiza tion or task or sent with an incident response or sales quote Files that are permanently attached to an incident or answer can be viewed by customers who view the record Files that are sent with an incident response can be opened with the cus tomer s email client and ar
534. t this radio button to use the comparison value column as the Report Data initial column to derive the comparison percentage If the value in the comparison value column is greater than the corresponding value in the compared column a positive percentage will be returned Report Data to Select this radio button to use the compared column as the initial Comparison Data column to derive the comparison percentage If the value in the compared column is greater than the corresponding value in the comparison value column a positive percentage will be returned Chapter 5 Adding trending columns to reports 259 Table 68 Comparison Percentage Options Window Description Continued Field Description Display Change Icon Select this check box to display icons next to the percentage values returned in the column The icons will indicate whether there is a positive change negative change or no change To alter the colors used for the icons click the icon to open the Color window Refer to Choosing colors on page 63 for information about using the Color window b Click the OK button to save the comparison percentage options Adding trending columns to reports Trend value computed fields are similar to comparison value computed fields However where comparison value columns return data from previous time periods trend value col umns return forecasts of data in future time periods calculated from current data Note Trend values
535. t type click the arrow on the button and select the type of record you want to create RIGHT NOW 80 Report Management Group Button Print Table 21 Home Tab Description Continued Description Click this button and select the record you want to print You can print the selected record or another record associated with the selected record For example to print the contact record of the customer who submitted the selected record click the Print button and choose Contact Copy Click this button and select the record you want to copy You can copy the selected record or another record associated with the selected record Assign Click this button and select the record you want to assign to another staff member You can assign the selected record or another record associated with the selected record Delete Click this button and select the record you want to delete You can delete the selected record or another record associated with the selected record Preview Answer Click this button to view the selected answer as it will display on yout site s customer portal This button is displayed only when viewing a report that lists answers Forward Incident Click this button to forward the selected incident in an email This button is displayed only when viewing a report that lists incidents Propose Incident Click this button to propose the selected incident as an answer This button i
536. taff members must specify values for required filters when they run the report The report design center s Layout tab is available when you click a chart The buttons on this tab let you apply chart style options to individual charts in your report This allows you to cre ate a custom look for a chart without creating or modifying a chart style This tab is identical to the Layout tab on the Chart Styles designer Refer to Chart Styles explorer on page 33 for information about options available on this tab Format tab The report design center s Format tab is available when you click a column data exception or chart This tab provides access to general display options such as fonts margins borders and width Some buttons on the tab vary depending on the type of item you select For example when working with a column you can apply conditional formatting to flag data in the column that meets certain criteria The Format tab for a column is shown in Figure 108 RIGHT NOW 202 Custom Reports Ri B Home Display Insert Level Page Setup Design Format Options Column Section Bi gt _ Borders Qa E width Th z n AS ase A ey Solid H Freeze Column Margin Conditional i Options m 1 px Formatting Hide Repeating x Font la Margin Border F Display ra Figure 108 Format Tab The groups and buttons on the Format tab are described in Table 52 Group Button F
537. te When you select this type you will then select a data type for the variable Refer to Table 65 on page 240 for a description of the available data types Ad Hoc Value Select this type to allow staff members to type their own value for the parameter at run time without having to select from a list For example an individual using the report types the exact expression ot string to use as the variable value Note When you select this type you will then select a data type for the variable Refer to Table 65 on page 240 for a description of the available data types Replacement Value Select this type to enter an expression that will be used in several places in the report The replacement value variable you create can be added to the report in any place you would otherwise need to type the expression This lets you use a short variable name rather than a lengthy expression If using a predefined list variable type select the list to use from the List Name drop down menu If using a user defined list or ad hoc value variable type select the data type to use from the Data Type drop down menu The data types are described in Table 65 Table 65 Variable Data Types Data Type Description String Select this option to add a variable that uses a string field Integer Select this option to add a variable that uses an integer field Float Select this option to add a variable that uses a numeric field that can contain
538. tents RIGHT NOW 364 Dashboards Group Button Scrollable Table 98 Home Tab Description Continued Description Click this button to display all the contents of each report on the dashboard when the dashboard is run Each report will display in its preferred size and the height and width of the items in each report will be fixed When this option is selected separate reports will not have separate scroll bars but the dashboard will have verti cal and horizontal scroll bars if necessary Note If the entire size of the dashboard exceeds 32767 x 32767 pixels dashboard contents will be clipped when using this option Display Options Click this button to change the dashboard s width add report title bars and select which report sections you want to display Refer to Changing dashboard display options on page 395 Auto Format Click this button to apply a style to all the reports in a dashboard This will override styles applied to the individual reports Refer to Applying a style to a dashboard on page 394 Layouts Click this button to load a predefined dashboard layout Layouts let you quickly select how many reports will be shown on the dash board and their position When you select a layout the design sur face is automatically adjusted to conform to the layout you selected Refer to Selecting a layout on page 373 Parameter Values Click this button to open the Set Filter
539. ter 3 Report Management Group Button Report Table 21 Home Tab Description Continued Description The buttons in this group let you export the report forward the report in an email save and restore default settings and view and export the report definition Export Click this button to export the data from a report to a file for use with third party applications You can export report data in the fol lowing formats HTML PDF Excel XML Image and Delimited Refer to Exporting report output on page 115 Note Permission to export print and forward reports must be enabled in your profile for this button to display Refer to the RightNow Administrator Manual for information about editing pro files Forward Click this button to send the report to individuals or distribution lists in an email Refer to Forwarding reports on page 111 Note Permission to export print and forward reports must be enabled in your profile for this button to display Refer to the RightNow Administrator Manual for information about editing pro files Default Settings Click this button and select Save as Default to save your personal ized display and data settings for a report for later use Select Restore to remove personalized display and data settings from a report and restore the settings to those defined in the report Refer to Resetting display and data settings on page 160 Note This button is not av
540. ter which session tracking data will be deleted from the database Set this value to 0 to prevent session data from being deleted Note The default value for this setting is 30 PURGE_SESSION_TRACKING Batch Processing gt SA Opportunities Specify the day of the week that the opportunities table will be cached for the current sales period s Values refer to the day of week with 1 being Sunday 2 being Monday and so on A value of 0 disables opportunity caching Note The default value for this setting is 6 Friday OPP_SNAPSHOTS_SCHEDULE Batch Processing gt Gap Analysis Specifies how frequently in days the Information Gap report is generated Note The default value for this setting is 7 GAP_FREQUENCY Specify the time period reported on in the Information Gap report The report will analyze incidents created dur ing the specified number of days Note The default value for this setting is 7 GAP_TIME_PERIOD Batch Processing gt Sales Performance Specify the quota attainment threshold as a percentage that a given salesperson should meet to be classified as a Top Performer Note The default value for this setting is 95 SALES_TOP_PERFORMER_ THRESHOLD RIGHT NOW 424 Analytics System Configuration Settings Appendix A Table 114 Agedatabase Utility Analytics Settings Continued To Specify the relative value from 1 10 of a salesperson or eroup s lost revenue i
541. th a mailing or sur vey See also Contact list and Segment Audit log A list of all the actions taken on a record or item in the knowledge base including who performed the action what the action was and when the action was taken Auto filter A control added to report columns used to filter report data by values in the columns Automatic call distribution ACD A tele phone switch that routes incoming telephone calls assigning them to individual extensions based on the dialed number and a set of handling rules Automatic number identification ANI A service that identifies the telephone number of the caller This information can be used to identify customers in CTI Backup directory The directory that contains all the backup files created by the File Manager RIGHT NOW 438 Backup file A file that is automatically saved each time a file is edited through the File Manager Before the file is overwritten the backup file is saved The restore function can be used to revert to the backup file Basic File Manager The default version of File Manager that provides access to the most com monly modified files including the files used to modify headers and footers of the email messages images in RightNow Chat wordlist files and dic tionary files See also File Manager and Expanded File Manager Billable task A way of classifying and recording the amount of time agents spend working on inci dents
542. th that product would display in the report RIGHT NOW 144 Report Management To enable auto filters 1 Click the Home tab 2 Click the Auto Filter button to display arrows next to each column in the report as shown in Figure 77 on page 144 The Auto Filter button acts as a toggle Click the Auto Filter button again to turn off auto filtering 3 To filter on a column click the down arrow located in the column s header to open the drop down menu for the column A sample menu is shown in Figure 77 Note When data is filtered by a value in a particular column the down arrow in that column s header will change from blue to red to show that filtering is active Open New 5 Print Record Reference 060125 000127 060127 000149 060307 000202 060302 000306 060307 000041 060203 000062 060213 000105 060213 000147 060113 000002 060215 000113 060111 000251 060111 000241 060111 000240 060111 000252 060125 000045 060216 000070 OBBO 0O E U Copy X Delete Assign bul Reports Explorer incidents Logged in as admin 2 501 Records I m being charged for calls I didn t make I didn t receive my bill this month How do I set the alarm on my phone Some questions about the Gold Service plan The wrong phones were shipped to my office Need help getting 3 way calling to work Reception problems I lost my phone What do I do Where do I download themes or ne
543. th to Best Fit the Report Select this radio button to automatically set the width of the PDF file to best fit the width of the report This method will display the report in its original width though the size of fonts may be reduced and the file may use landscape orientation to fit wide repotts Use Printer Page Setup to Set Page Dimensions Chapter 3 Select this radio button to open the Page Setup window to manu ally select margins paper size and orientation for the PDF file The Page Setup window is shown in Figure 58 on page 110 Refer to Table 29 on page 110 for information about this window Scheduling reports 121 Table 32 Export Options Window Description Continued Field Excel Options Description Select how you want to format date time columns for the Excel file in this section Note This section displays only when you select Excel format Convert All Dates into Excel Formatted Dates Select this check box to convert all the date and time values shown in the report s columns to Excel s MM DD YYYY HH MM AM PM date format Selecting this option ensures the date columns in exported reports are consistent with Excel s functionality Delimiter Options Select the custom delimiter you want to use in this section Note This section displays only when you select Delimited format with a custom delimiter Custom Delimiter Type the character you want to use as the custom delimiter in this
544. that returns the information you want to see in the drill down level you can link the reports together instead of adding another out put level Refer to Linking reports on page 337 To add another output level 1 Click the Level tab on the ribbon and then click the Add Drilldown button The Level Set tings window opens displaying information about the new output level Level Settings iJ Define level options for group order drill downs hierarchy columns and custom scripts General Settings Name New Report Leve Description L Group Results Change Group Order Drilldown Settings Filter incidents queue_id Link incidents queue_id C Display Report Level in Split Window in Custom Scripts Custom Script Add Figure 95 Configuring a New Output Level You can type a different name for the new output level in the Name field add notes about the level in the Description field and change other options that are described in Adding additional output levels on page 328 Chapter 4 Adding filters 171 As you review the options in the Drilldown Settings area of the window notice that the drill down filter is automatically set to zncidents queue_id Thus when you use the report and click a drill down link on the first level of the report the second output level knows to dis play only information related to the queue in the row you clicked For more complex reports the
545. the expression truncate 5 55555 2 returns the value 5 55 Currency Functions Select from the following to use a currency function in the expres sion cvt_currency expr str This function converts the currency value expr to the specified cur rency s For example the expression cyt Currency Sa Opportunitires rep value USD will return the rep_va ue in US dollars when USD is stored as the abbreviation for U S dollars in the currencies table make_currency expr str This function converts expr to the specified currency s r For exam ple the expression make currency 100 00 USD will return the exprin US dollars You can also use replace str with the value df t to convert the expression to the user s currency to_currency expr str Chapter 5 This function converts expr to a value in s r currency The value is returned as an amount in the user s default currency The conver sion rate used for this function is the exchange rate defined in the exchange_trates table For example for a user with a default currency of USD to currency opportunities mgr value EUR will return an amount in USD that is equal to the number in the mgr value converted to Euros Adding columns to a report 253 Adding columns to a report The procedures to add report columns are the same whether you are adding fields from the database functions variables or computed fields If your column return
546. the report s appearance when you print it export it in certain formats and forward it to others To apply a style to a report 1 Right click a report and select Open 2 Click the Display tab 3 Click the Auto Format button to open the Auto Format window RIGHT NOW 130 Report Management Accounting Classic Grid Style Title Titl itie Gop Ose Cout Currency Sub Title Sub Title DESST Dans Cont CEN crees Date count Currency WMP 12 10 2006 1 1 00 Gap 12 10000 i 100 Twel Inoa i zio OP 09 01 2008 2 00 Ceol CONOS 200 Ompli OLUN 200 Goup2 12 10 2008 1 1 00 Groupe 10 2006 t Jw 100008 100 roe 012008 2 00 Jwa VNS 420 Soup 09 01 2008 2 00 Total 6 Teml E Total 6 Record Counti Snot Counts 4 Ocean Progressive Sapphire Title Title Tite A Sub Title Group i ey CS om ew Lo cmpl 12 00 2008 100 moi on 0a 200 2 200 Grap Total Teid totai Revered mm a Record Count Decori Count 4 Slate Subdued Traditional Title Title Title Sub Title Sub Title Sub Title Group Oste Coumt Currency C BT Group Oste Comt CGurreny Gapi 12702009 190 io Ra gt sto Gopi 120200 i 1 00 Copi 02017008 2 200 p were ae zapi 120 20 Croup 102008 s aag zag ANAW pua Goap 0a0 7008 200 emp 70K ne 20 Tota Tot Tota Record Count 4 Recer Count 4 seerd Can Traditional No Legend Traditional With Heading Title Title Sub Title Sub Title Top Date Cam Gurency Group Date T Gort Gureny Gopi 12 32008 1
547. the report in the Data Exceptions report section 6 To define how the data exception will display in the report s graphical output click the Graphical Display tab Exception Editor Display Reference Entire Row Definition Tabular Displa Graphical Display liJ Defines the graphical display information for exceptions Show Graphical Notification Fi Graphical Exception Notification p EAN C Use custom display options C Show Exception Criteria C Show Percentage Meeting Criteria C Show Percentage Not Meeting Criteria Figure 151 Graphical Display Tab Chapter 5 Creating data exceptions 289 7 Enter field information described in Table 84 Table 84 Graphical Display Tab Description Field Description Show Graphical Select this check box to display the data exception in the report s Notification chart output If this option ts cleared the other options on the Graphical Display tab will be unavailable Use Custom Display Select this radio button to choose your own line color for the data Options exception If this box is not selected the exception will use the line color defined in the chart style that is being used for the report Refer to Chart Styles explorer on page 33 for information about creating chart styles and Adding and editing charts on page 299 for information about applying chart styles to reports Line Color Click the color box to open the Colo
548. the report returns The other available features are slicing cross tabs and rollups Selecting columns to display You can quickly hide columns in your report to simplify a report s output without editing the original report You can then show the hidden columns when you want to view them again You can show and hide columns using the Field Chooser or you can select from options avail able when right clicking a column in the report Chapter 3 Changing data options 141 To show or hide fields with the Field Chooser 1 Click the Display tab and then click the Field Chooser button Field Chooser iJ Available fields will not appear in the tabular output Choose to show or hide fields by moving them from or to the Available fields list Available fields Show fields in this order Queue Interval a gt Incidents a Resolved Responses RPA Re Assign v Figure 75 Field Chooser Window 2 To hide a column in a report drag the field from the Show Fields in this Order section to the Available Fields section or select the field to hide and click the left arrow 3 To display a column that is currently hidden drag the field from the Available Fields sec tion to the Show Fields in this Order section or select the field to display and click the right arrow 4 Click the OK button to save your changes To show and hide columns using the right click menu 1 To hide a column r
549. the selected table is joined to Join Condition If the table join can link to more than one field in the joined tables click this drop down menu to select the fields you want to use to join the tables Join Type Select the Inner radio button to use an inner join or the Outer radio button to use an outer join Note To change the join type you can also right click the joined table in the data set tree and select Toggle Join Type Join Filters Chapter 5 You can add delete or view join filters in this section Refer to Creating join filters on page 324 for information about adding join filters Note Join filters apply only to outer joins and are not available if the Inner join type radio button is selected Adding and editing charts 299 Repositioning tables in the data set Since the ordering of tables can affect what data the report can return you can change the primary tables and change the relationships between secondary tables in the data set To change the ordering of tables 1 Open the Data Set window shown in Figure 157 on page 297 2 To select a different table in the data set as the primary table right click the table and select Set as Root Note When you set a new table as the root or primary table the relationship between the table and the old primary table will be broken resulting in the data set hav ing two primary tables 3 To move a table beneath another to make it a second
550. the total value of the column and multiplying the result by 100 In this example the values returned would be 16 6 33 3 and 50 respectively Report running average A report running average column averages the values in a specified column for all the col umn s rows up to and including the value in the current row For example if you had a col umn with three rows with values of 10 20 and 30 respectively the corresponding values in the report running average column would be 10 15 and 20 Report running total A report running total column totals the values in a specified column for all the column s rows up to and including the value in the current row For example if you had a column with three rows with values of 10 20 and 30 respectively the corresponding values in the report running total column would be 10 30 and 60 Functions Functions allow you to apply standard mathematical functions to the data from your database and output the modified data in report columns For example using the count function you can output the number of contacts associated with an organization The column s expression in this example would be count contacts c_id More complex functions allow more complex modifications to the data that is displayed You can also combine different functions and database fields in the same column s expression When you drag a function from the data dictionary to the design surface the Column De
551. then select the number of pixels you want for the line s width Options include widths from one to ten pixels Symbols Select this option and then select the symbol you want to place on the line to mark data points You can choose None Square Circle or Triangle RIGHT NOW 40 Analytics Explorers Table 7 Bar Line and Gauge Settings Buttons Description Continued Button Description Gauge Settings Click this button to customize the display of the gauge for gauge chart types Gauge Color Select this option to open the color menu to select a color for the gauge Refer to Choosing colors on page 63 You can also select No Value from the menu to use the default color Border Color Select this option to open the color menu to select a color for the gauge s outline Refer to Choosing colors on page 63 You can also select No Value from the menu to use the default color Show Numeric Identifier Select this option to display a numeric indicator on the gauge which shows the actual value represented on the gauge Color Ranges Select this option to open the Color Range window where you can define different colors to use for different value ranges on the gauge Refer to step 6 for information on defining color ranges for gauge charts 6 To define color ranges for a gauge chart click the Gauge Settings button on the Home tab and select Color Ranges The Color Ranges window opens Note Color range
552. ther the report should be printed in landscape or por trait mode Margins Define the Left Right Top and Bottom margins for the report Note The measurement units used for the margin size are deter mined by your computer s environment Printer Click this button to select the printer you want to use 6 Click the OK button to save your page setup settings Chapter 3 Forwarding reports 111 7 Click the Application button select Print and select your printing preference a Select Print to open your workstation s print window where you can define printer set tines and send the report to the printer b Select Quick Print to send the report directly to your default printer using the printer s default settings Forwarding reports Once you view a standard or custom report you can immediately forward the report to one or more recipients as an HTML email You can also forward dashboards using the same pro cedure Important Reports can be forwarded as long as the resulting HTML email does not exceed 8 MB To forward a report 1 Click the Home tab 2 Click the Forward button to open the Forward Report window Forward Report a m nn Ce Format HTML Email a Subject Comment Figure 59 Forward Report Window RIGHT NOW 112 Report Management Chapter 3 3 Type one or more email addresses in the To field Multiple addresses must be separated by semicolons You can als
553. through the transparency percentages to find a value that best suits your needs Preview This area provides a sample of how the fill colors you select will appear on the report background 6 Click the Borders tab to modify the borders of a report section Edit Report Header Style Z Options Margins Fi iJ Choose the appropriate line settings and then click on the preview surface or click on the application buttons to apply the border 4 Line Preview f Color fa Style C solid J Weight 4px w E Figure 116 Borders Tab on the Edit Style Window Chapter 5 Editing section styles 223 7 Enter field information described in Table 59 Table 59 Borders Tab Description Field Description Color Click this box to select a color for the border For procedures on selecting a color refer to Choosing colors on page 63 Style Click this drop down menu to select one of the following border styles Solid Dashed Dotted Inset Outset Double Groove Ridge Rounded or Separator The separator option lets you add empty space around the report section Weight Click this drop down menu to select the pixel size of the border You can choose a number between 1 and 10 pixels Preview This area defines the placement of the borders you define Select any of the following buttons to place the borders or click the area in the Preview white space where you want the border il
554. ties rep_value rate_id could return 1 45000 or another exchange rate native This suffix returns the field s value in its original currency instead of the currency determined by staff account or interface settings For example opportunities mgr_value native used in a report on a Brit ish interface would return the manager forecast value in USD if that value was originally entered on a US interface RIGHT NOW 238 Custom Reports Variables Chapter 5 You can create variables to use in report output columns and data exceptions Using a variable in an output column lets you return different data or data in different formats in the same column For example you could create a single report that displays the number of incidents by staff member group queue or status You select which of the four variable values to use in the report from the Search window or from a menu at the top of the report if the variable is docked Examples of a report with a variable used as an output column are shown in Figure 126 Select Filtering Option Select Filtering Option mp H ttus H Search Incidents Report Incidents Report Filtering Option Incident Count Filtering Option Incident Count Tier I 6 Unresolved 9 Tier II 6 Solved 6 Knowledge Base Waiting 2 Total 20 Updated 3 Total o D Figure 126 Incidents Filtered by Variable Options Using a variable in a data exception lets you use a single exception to flag di
555. tion where a new answer appears on the Find Answers page Options include Historical Usefulness Place at Top Middle or Bottom Fix at Top Middle or Bottom The display position is selected from the answet s Display Position drop down menu Disposition An option for classifying and recording how incidents are ultimately resolved Up to six levels of dispositions are available Distribution list A mailing list of non staff member email addresses used for scheduling reports or any mailing event Docked filter A run time selectable filter or out put variable that is added to the top of a report Docked filters let report users select different run time filter values and output variables in the report bypassing the Search window RIGHT NOW 444 Document The material used in a survey mail ing or served as a web page that can contain text snippets conditional sections based on contact fil ters merge fields links and web forms DomainKeys DK A form of email authentica tion that uses a cryptographic signature to verify that an email message originated from a specific organization DomainKeys differs from DKIM authentication primarily by the email headers used to generate the signature DomainKeys Identified Mail DKIM A form of email authentication that uses a cryptographic signature to verify that an email message originated from a specific organization DKIM differs from Domainkeys authentication pr
556. tions RIGHT NOW 474 margins adding to dashboards 396 to report sections 219 to reports 132 to text fields 57 Margins Tab window field descriptions 30 math functions 251 moving averages 243 Moving Calculation Options window 244 multiline report output 133 New Color Scheme window 51 New Schedule window 122 Number Tab window field descriptions 267 O operators 317 outer joins 292 output columns action links column 133 adding to reports 253 calculations displaying on separate lines 133 column calculations 281 Column Definition window 253 column options descriptions 262 comparison percentages 257 comparison values 255 computed fields 242 conditional formatting 274 database fields 236 format options alignment 271 conditional formatting 274 currency column options 269 date column options 266 output columns continued format options gauges 280 numeric column options 267 overview 264 styles 273 text column options 265 URLs 278 width 272 functions 245 inserting fields from different tables 294 moving columns 262 overview 236 showing and hiding in reports 140 suffixes 236 trend percentages 260 trend values 259 variables 238 output descriptions adding 231 options 233 output levels 210 adding 331 custom scripts 335 drill down feature overview 75 group filters 316 group ordering 329 grouping 328 level filters 315 Level Settings window field descriptions 332 overview 328 recursive drill down 333
557. to e Escalated 11 This is the ID number of the new escala tion level e Forward 14 This lists the email addresses the item was forwarded to e Message Send Failure 15 This lists the email addresses not including BCC that were to receive the message e Incident Proposed 16 This is the reference number of the incident that was proposed e Forwarded by a Rule 21 This lists the email addresses the record was forwarded to e Quote Sent 22 This lists the email addresses not includ ing BCC the quote was sent to RIGHT NOW 434 Transaction Descriptions Appendix B RightNow Glossary Absolute time An exact date and time defined in an escalation action for business rules or a com parison period for custom reports In standard reports absolute time is the amount of time passed based on a 24 hour clock See also Relative time Access level conditional section A method of controlling the visibility of a portion of an answer Only those staff members and customers with per mission to view the access level assigned to the answer section can view it Accessibility interface aA non graphical inter face in RightNow Service that allows staff mem bers to work on the administration interface and customers to use the Classic end user interface All mouse functionality is accomplished with key strokes to make navigation simple and fast Action The part of a business rule that defines what h
558. to show in the report sort the report output and edit records For descriptions of the buttons on these tabs refer to Ribbon options when viewing reports on page 78 Queuing dashboards Dashboards can be queued to run at a later time just as reports can Dashboards can be man ually queued or automatically queued Once a queued dashboard generates you can view the dashboard using a standard report or a notification just as you can with queued reports For more information about queuing refer to Queuing reports on page 100 Manually queuing dashboards You can easily queue dashboards containing reports that you think may query or return large amounts of data This is also helpful if you want to view a number of dashboards but do not want to wait for each to generate To manually queue a dashboard 1 Select the dashboard on the Reports explorer and click the ribbon s Queue button Or Right click the dashboard either on the Reports explorer or the navigation list and select Queue The Queue Search Filters window opens where you specify the search parameters you want to use for the queued dashboard RIGHT NOW 404 Dashboards Chapter 6 Queue Search Filters x Filters My Incidents incidents assgn_acct_id Status z fr oo v No Value v Logged In Abby Parker WV admin WV Allen Farber Date Created ee f 0 22 2008 02 08 PM cal to f 0 22 2008 02
559. tomized Answer Any knowledge base information that provides solutions to common customer support questions Answer access level A method of controlling what information is visible to staff members and customers The default answer access levels are Help and Everyone and custom access levels can be added Answer custom field A field for gathering and displaying additional information about answers Answer custom fields appear when adding or edit ing an answer and on the Find Answers and Answer pages Answer relationship tThe relationship between two or more related answers Answer relationship types include sibling manually related and learned link Sibling and manually related answer relation ships are defined by staff members learned link answers are automatically defined through cus tomer activity Answer status A method of controlling the visi bility of an answer The default answer statuses are Public Private Proposed and Review and custom answer statuses can be added Answer status type The status of an answer that determines whether it can be viewed by cus tomers The default answer status types are Public and Private Answer type The format in which answers are displayed to customers Answer types include HTML URL and file attachment See File attachment answer HTML answer and URL answer Answet update notification A way for custom ers to sign up to be notified whenever a particul
560. ton to change the colors used for the icons to indicate a positive change negative change or no change The groups and buttons available on the tab when editing a text field are described in Table 47 Table 47 Text Field Tab Options Description Group Button Description Edit Click this button to open the Edit Text Field window from which you can edit the selected text field Refer to To create a text field on page 55 for information about editing text fields Arrange The buttons in this group let you position the selected text field on the design surface Anchor Click this button to define an anchor style for the text field Anchor styles determine how a text field moves in relation to the borders of the report section Refer to Defining anchor styles on page 230 for information about defining anchor styles RIGHT NOW 196 Custom Reports Table 47 Text Field Tab Options Description Continued Group Button Bring to Front Send to Back Description Click these buttons to place the selected item on top of or beneath overlapping items Size to Fit Click this button to automatically shrink or expand the element containing the text field to fit the selected item Note Manually resizing the selected element disables this option Font The buttons in this group let you change the selected text field s font style size and color You can also select font attributes such as bold and
561. tput descriptions you add can be displayed inline on a separate tab in the report or when rolling over the columns in the report that have definitions defined You can select the placement of the output descriptions from the ribbon Figure 122 shows a report with output descriptions displayed inline Agent Login by Date Definitions Displays statistics on the amount of time agents spent logged in to RightNow Service how many times they logged in and the time spent on the Support Console Date Lists each interval specified in the date range For example if Month is selected as the date grouping each month in the date range is listed The date grouping interval and the date range are specified in the report s parameters Logins Lists the number of times the agent logged in to RightNow Service during the interval The date grouping interval is specified in the report s parameters Average Lists the average amount of time per login that agent was logged in to RightNow Service Total Lists the total amount of time the agent was logged in to RightNow Service during the interval The date grouping Cinterval is specified in the report s parameters Incident Edits Lists the number of times the agent edited an incident during the interval The date grouping interval is specified in the report s parameters Incident Edit Time Lists the total amount of time the agent spent editing incidents during the interval The date grouping interval is
562. ts can also be added by agents when they work with customers by phone fax or mail Incident archiving A process that permanently removes incidents from the database Archived incidents are then stored in searchable data files that can be accessed from the RightNow Console Staff members can access archived incidents once the Archived Incidents component has been added to their navigation set Incident custom field A field for gathering and displaying additional information about incidents Incident custom fields appear when adding or edit ing an incident and on the Ask a Question and My Stuff Questions pages RIGHT NOW 448 Incident queue A sequence of unassigned unresolved incidents When an incident queue is added it can be defined as the default queue Inci dents are added to queues automatically by busi ness rules or manually by re queuing and are handled in a first in first out manner Incident severity An option for classifying and recording an incident s importance and urgency Incident status A method of tracking an inci dent s state The default incident statuses are Solved Unresolved Updated and Waiting and custom statuses can be added Incident status type The status of an incident as it moves through the system Default incident status types are Solved Unresolved and Waiting Incident thread The list of all activity on an incident including the original question agent re
563. ts in the corresponding values lining up with one another To change comparison options 1 Adda comparison value column to a report 2 Click the Home tab 3 Click the Comparison button and select Edit Comparison Match Columns Adding comparison columns to reports 25 7 Comparison Match Columns liJ Comparison match columns allow you to group columns between the report data and comparison data Choose columns that have the same values in the report data and comparison data Available Columns Comparison Match Columns Incidents Status Assigned Account Figure 132 Comparison Match Columns Window 4 Select the column s that define the corresponding values For example to keep the num ber of incidents assigned to the same staff member on the same row select the Assigned Account column 5 Move the selected column to the Comparison Match Columns panel by dragging the field ot clicking the right arrow 6 Click the OK button to save the change to the comparison options Adding comparison percentage columns Once you add a comparison value column to a report for a numeric field you can then add a Comparison Percentage computed field column to the report This column returns the per centage difference between the comparison value column and the column being compared For example if a value in the compared column is 10 and the corresponding comparison value is 15 the percentage difference would be
564. tunities Note The default value for this setting is 5 SALES_TP_METRIC_BALANCE 425 Appendix B Transaction Descriptions Many of the standard reports available in RightNow Analytics use data from the database s transactions table The information in this table describes the actions taken on records such as incidents answers and contacts and items such as mailings surveys and quotes in your database For example when an incident is created and then assigned to a staff member two entries are added to the ransactions table The first entry describes when the incident was cre ated who created it and where it was created from The second entry describes who the inci dent was assigned to and when it was assigned Due to the amount of information stored in the ransactions table it can be challenging to write custom reports that use information from the table However once you understand how to use the data in the table you can create powerful custom reports to output or filter on almost all actions taken on the records and items in your database This appendix identifies the data stored in the ransactions table and will help you use the data to create the custom reports you want Table 115 briefly describes all the fields in the ransac tions table Table 116 on page 427 describes the types of transactions and the records and items they can apply to and Table 117 on page 429 describes the information contained in th
565. u add private reports to a dashboard other staff members will be able to view the reports when they open the dashboard You can also drag the Notifications component to the dashboard to allow your staff to receive notices on the dashboard when particular events happen such as an incident being assigned Refer to the RzghtNow User Manual for information about notifications You can add sales scorecards to dashboards to display gauges on your dashboard showing sales agents performance in relationship to other agents and to criteria specified by your organization For information about configuring and using sales scorecards refer to our cus tomer support site at http crm rightnow com A web browser can be added to a dashboard as well allowing staff members to navigate to a web page displayed in the dashboard To add the browser to a dashboard drag the Web Browser Component report from the Public Reports gt Common report folder to the dash board Once the browser is added to the dashboard you can specify a default URL in the dashboard s parameters Refer to Specifying search defaults on page 392 for information about specifying dashboard parameters Note Each dashboard can have a maximum of fifty items placed on it Adding content to the dashboard 375 This section describes adding reports to the dashboard but the same process is used to add any of the other items listed in the dashboard s reports explorer Note If a rep
566. u use To customize the data dictionary 1 Click Customize at the top of the data dictionary shown in Figure 101 on page 182 to open the Customize Data Dictionary window RIGHT NOW 208 Custom Reports Customize Data Dictionary Show data dictionary elements E M Common M Service rs Answer Notifications GM Answer Stats TAE inswers Answer ID a_id Date Admin Last Access admir Assigned assgn_acct_id Assigned Group assgn_group_ Admin Long term Score ault_sc Admin Short term Score aust_s Banner Account banner_acct_ Banner Flag banner_flag PoP Banner Text banner_tsxt Mi lt H KI KI KI RKI RKI K KRKK C Show Modules Figure 110 Customizing the Data Dictionary 2 Expand the modules tables and fields that you want to see 3 Clear the check boxes for those tables fields or RightNow modules such as Feedback or Sales that you do not want to see in the data dictionary 4 To group the database tables by the module they are most frequently used with select the Show Modules check box 5 Click the OK button to save your customizations to the data dictionary Moving the data dictionary By default the data dictionary is located at the bottom of the report design center but you can reposition it on the content pane Note The procedure described in this section is the same as that used to move the report explorer on the dashboard design center
567. ueue the report using the search parameters you selected when you attempted to run the report click the OK button If you do so a message shown in Figure 54 on page 101 will display an estimate of how long it should take to process the report just as if you had manually queued the report Note Reports that are displayed on workspaces or previewed on the report designer are never queued If it is determined such a report will take too long to generate the report will not be displayed Once a report is automatically queued it will be queued every time it is run thereafter since it is assumed the report s filters and data set result in long run times If you do not want the report to be automatically queued when it next runs you can open it for editing and save it When you edit the report we recommend adding fixed filters or otherwise reducing the amount of data the report looks at to allow it to run more quickly To view reports that will be automatically queued when they are next run you can run the Deferred Reports standard report This report is located in the Reports explorer s Com mon gt Site Administration gt Reports folder Queuing failures 103 Queuing failures It is possible that a report you queue will not run successfully There are several reasons why this might happen e You already queued the report using the same search parameters and the first queued report has not yet run e The original report you queued
568. ulate the sum of all quotas for a particular sales person you could add a function of sum distinct sa_period2accts quota Sa PSrLOdZaCCtSswacce Td stddev expr This function returns the standard deviation of expr For example the expression stddev answers solved count returns the standard deviation of all the values in the so ved_count column of the answers table String Functions Select from the following to use a string function in the expression concat str1 str2 This function combines input character strings from multiple expressions into a single output string Two or more expressions can be appended with this function For example the expression concat www global com returns the value www global com Chapter 5 Function instr str substr Functions 247 Table 66 Functions Description Continued Description This function returns the numeric position in characters of the initial occurrence of string substr in string str For example the expression instr globalcellphones com cell returns the value 7 length str This function returns the length in characters of the string For example the expression length cell phones returns the value 10 lower str This function returns string s rin all lowercase characters For example the expression lower Global COM returns the value global com Itrim str This function returns the string s r without leading spaces For
569. ulation Options Window 3 Type the number of data points you want to use in the calculation 4 Click the OK button to save the number of data points used for the moving calculation Tip You can also change the number of data points by selecting the moving calcula tions column clicking the Design tab and entering the number of data points in the Number of Data Points drop down menu Report percentage of average A report percentage of average column calculates the average of the values in the specified column and then returns the percentage of that total of the value in the current row For example if you had a column with three rows whose values were 10 20 and 30 the average of the values in the column would be 20 The values returned in the report percentage of average column would be derived by dividing the value in each row by the average value of the column and multiplying the result by 100 In this example the values returned would be 50 100 and 150 respectively Functions 245 Report percentage of total A report percentage of total column calculates the total of the values in the specified column and then returns the percentage of that total of the value in the current row For example if you had a column with three rows whose values were 10 20 and 30 the total of the values in the column would be 60 The values returned in the report percentage of total column would be derived by dividing the value in each row by
570. ule Specific Months header to display check boxes for the months of the year Select the months during which the scheduled report should be sent By default every month is selected but if you do not want the report sent during a specific month you can clear the check box for that month Clear All Click this text to clear all check boxes for the selected months Range of Recurrence Options in this section let you specify a date range during which the scheduled report will be sent Start Enter the start date of the schedule or click the Calendar button to open a calendar from which you can select the start date The cur rent day is the default start date End Enter the end date of the schedule or click the Calendar button to open a calendar from which you can select the end date 12 Click the OK button to save the recurrence settings and return to the New Schedule win dow Chapter 3 Scheduling reports 127 13 To specify search parameters for the scheduled report click the underlined text next to Fil ter Values This opens the Search window shown in Figure 49 on page 90 where you can select the values for the report s run time filters to use when the scheduled report is auto matically generated If you do not specify filter values the report s default values will be used Note The Ordering feature will not be available when selecting filter options for scheduled reports 14 Click the OK button to sa
571. ultiple records For example if a report shows the staff member an incident is assigned to you can change the assigned staff member from the report without opening the record or you can reassign several incidents shown on the report to a selected staff member Refer to Editing data inline on page 161 for more information about editing data using inline editing RIGHT NOW 352 Chapter 5 Custom Reports Before a staff member can edit records on a report their profile must allow them to edit the record types returned in the report In addition the report must have inline editing enabled You can enable inline editing for certain columns in the report or for all available columns Refer to the RzghtNow Administrator Manual for information about editing profiles Important You will see inline editing options in the report design center only if your profile includes the Modify Inline Report Editing permission on the Analytics tab To enable inline editing 1 Click the Home tab 2 Click the Inline Editing button and select Allow Inline Editing By default inline editing will be enabled for all editable columns in the report Only certain columns such as those containing unique values can be edited inline 3 To specify the columns you want inline editing enabled for click the Inline Editing button again and select Choose Editable Columns The Editing Options window opens Editing Options Allow inline editing Automatic
572. umn s format Adding column calculations You can add rows to the bottom of a column to display calculations performed on the col ummn s data You can also perform calculations on data rollups Refer to Displaying rollup lev els on page 155 for information about rollups The Calculations window displays all the calculations that can be performed on the data in the column If the report does not have rollup columns the Rollup Calculations section will not appear Also columns that do not contain numeric values will have only the Minimum Maxi mum and Median calculations available To add calculations to a column 1 Right click the column and select Edit Calculations The Calculations window opens Calculations x Rollup Calculations CIE Total CI Average CJL Minimum CIC Median CIL Maximum CIUIL Standard Deviation C Weighted Average Report Calculations OIE Total CI Average CJL Minimum LJ Median OE Maximum UIL Standard Deviation Weighted Average Weighted Column Weighted Column Total Revenue of Org v Figure 148 Calculations Window RIGHT NOW 282 Chapter 5 Custom Reports 2 Enter field information described in Table 81 Table 81 Column Calculations Window Description Field Rollup Calculations Description The check boxes in this section apply to calculations for data rol lups Note These options display only when a rollup is defined in the rep
573. umn Options Description Continued Button Edit Format Description Select this option to open the Column Format window where you can change the column format alignment width and styles Refer to Editing column format options on page 264 Edit Calculations Select this option to open the Calculations window where you can select calculations on the column values to display beneath the col umn Refer to Adding column calculations on page 281 Sort Ascending Select this option to sort the values in the column in ascending order Refer to Changing sort options on page 141 Sort Descending Select this option to sort the values in the column in descending order Refer to Changing sort options on page 141 Move Column Left Select this option to move the column left You can also move col umns by dragging them on the design surface Move Column Right Select this option to move the column right You can also move columns by dragging them on the design surface Insert New Column Before Select this option to add a new column before the column you have selected When you select this option the Column Definition window shown in Figure 130 on page 253 will open so you can create the new column Insert New Column After Select this option to add a new column after the column you have selected When you select this option the Column Definition win dow shown in Figure 130 o
574. umns and output fields essentially grouping the data by both the row and column output The output fields are a culmination of the row and column data For example if you had a report that returned the number of incidents solved by staff mem ber and product you could designate the staff member column as a row field product as a column field and number of incidents as a data field The output would be similar to the sam ple report displayed in Figure 86 which shows incident reference numbers categorized by assigned staff member and incident category Chapter 3 Displaying data using cross tabs 153 r C My Incident Activity RightNow CRM eel ale lt Home Display Page Setup Q amp EW Z l Sort lt 2 Forward Rollups X ET H3 Default Settings Search Refresh Reset Auto Export Filter Slice Definition Data Set Analyze Report hl Reports Explorer C My Incident Activity 4px Top Level gt 2006 05 Incident Activity Incident Detail BOB Incidents F Assigned Account Solved Unresolved Jerry Owings 223 Michael Johnson 254 Be Douglas Abramson 365 Chad Hubbel 374 Christina Azevedo 406 John Jergenson 423 Brendan Foster 539 im Rhonda Moreira 633 a Chris Seger 703 Jennifer Williams 656 3 C Kathleen Olmos 332 4 ina Faith Carson 179 8 Edward Lang 232 8 iv Ray Kizer 660 25 9 Barbara Runge 250 42 E Record Count 15 Logged in as admin 21 Records R
575. units to use in this field Values can be positive or negative For example negative values would be used to report on a date range of 6 months ago to 1 month ago Time Units Select the time unit to use from this drop down menu The avail able options are Minutes Hours Days Weeks Months Quarters and Years Exactly Select this radio button to use the exact time period entered For example if you run a report at noon on a Wednesday that returns records created from exactly one week ago to the current day the report will return records created between noon on Wednesday of the previous week and the current day Rounded to Beginning of Time Period Select this radio button to round the selected time period to the beginning of the time period For example if you run a report on a Wednesday that returns records created from one week ago rounded to the current day the report will return records created between 12 01 A M on Sunday of the previous week and the cur rent day 4 Click the OK button to save the relative date period you want to search on Understanding date grouping output variables While most options on the Search window are run time selectable filters which limit the returned data date grouping options are output variables that group the report s data by the time period in which a specified event occurred This output variable can be added to custom reports and is frequently used in standard reports
576. up Button Description Margin Click this button to select the width of the margins around the item The available options are None Narrow Medium Wide and Custom Selecting Custom lets you specify the number of pixels for the top bottom left and right margins Border The buttons in this group let you add borders to the text field and change the borders display options You can identify which bor ders you want and choose the borders color size and style Options tab The Options tab is shown on the ribbon when you select an item on the dashboard design center The buttons on the tab vary depending on the item you select and let you customize the item For example if you select a report on the dashboard you can use the buttons on the Options tab to add a border around the report and choose background colors Figure 195 shows the Options tab Ry A Text Section Home Display PageSetup Design Options 1 El Borders fFill Color i A i None Gradient an A Margin Automatic Table Lavout Add Text transparency X Fie Margin Border E Fill F Layout Text Figure 195 Options Tab The groups and buttons on the Options tab are described in Table 102 Table 102 Options Tab Description Group Button Description Margin Click this button to select the width of the margins around the item The available options are None Narrow Medium Wide and Custom Selecting Custom lets
577. up i Insert Move Right 2 Insert After E aN til E aN til Linking Options Column Edit Arrange Sort Calculations F Linking Rollup Computed Figure 107 Design Tab The groups and buttons on the Design tab are described in the following tables with the options for columns text fields data exceptions charts tables and filters or variables described in separate tables Note The groups and buttons available on the Design tab vary depending on the type of object you select In addition when editing a column the options on the tab will vary depending on the type of data the column returns The groups and buttons available on the Design tab when editing a column are described in Table 46 Table 46 Design Tab Column Options Description Group Button Description Edit Click this button to open the Column Definition window from which you can edit the column s definition Refer to Adding col umns to a report on page 253 Chapter 5 Report design center ribbon 193 Table 46 Design Tab Column Options Description Continued Group Button Desctiption Arrange The buttons in this group let you hide remove and order the posi tion of the selected column Hide Click this button to hide the selected column Note To show hidden columns right click the header for a visible column select Insert Hidden Column and select the column you want to show The column will be displayed in the column s default l
578. up level Show Field in View Select this check box to display the rollup column you selected as a column in the report If this check box is not selected the column name will display in the rollup heading but will not be included as a column in the report output RIGHT NOW 158 Chapter 3 Report Management Table 41 Rollups Window Description Continued Field Then By Description Select output columns from the drop down menus in this section to use as the secondary rollup level Once you select a column you can select the sort order for the rollup column Options include Do Not Sort Sort Ascending and Sort Descending Secondary rollup levels break down the data in the primary rollup level according to the columns selected for the secondary level Once you define a secondary rollup level an additional Then By field will display allowing you to define a third rollup level to fur ther break down the data grouped under the secondary rollup level Note If records grouped under the secondary rollup have null val ues for the rolled up field and if the rolled up column is formatted to display blanks for records with null values the header for the secondary rollup level will not display Display Rollup Headings Select this check box to display the rollup headings and sub head ings If this check box is not selected the headings will not display though the report data will still be sorted as if the headings
579. us can be used to notify the knowledge engi neer when a public answer needs to be reviewed See also Answer status Ribbon All the tabs and buttons for taking actions and performing functions on an entire report individual records in a report or items in an explorer tree or list The buttons on each tab are grouped by related functions and each group is labeled The tabs and buttons on the ribbon change based on what is displayed on the content pane RightNow Analytics A business analytics soft ware that provides organizations with full visibility into all of their customer touch points across sales marketing service and feedback RightNow Chat A component in RightNow Service that provides customers with access to chat agents for questions and issues that require human interaction RightNow Cloud Monitor A monitoring tool for gathering and acting on information about your organization that appears on social networking ser vices such as Twitter and YouTube RightNow Console The administration inter face for working in RightNow Staff members can work with records and components generate stan dard reports and create custom reports access their notifications and work in RightNow Chat from this console The RightNow administrator can also configure and customize the RightNow application from this console RIGHT NOW 458 RightNow Customer Portal The set of pages in RightNow Service that customers use t
580. us indicates that the agent is not available to chat The Unqualified chat agent status has an Unavailable status type Unresolved One of the default incident status types and statuses Incidents with an Unresolved status have recently entered the system either by a customer or agent RIGHT NOW 466 Unrestricted One of the default chat agent sta tuses This status indicates that there are no restric tions to the agent s availability to chat The Unrestricted chat agent status has an Available sta tus type Unspecified One of the default chat agent sta tuses This status indicates that the agent is logged out of RightNow Chat The Unspecified chat agent status has a Logged Out status type and is displayed to agents by default Unsubscribe link A link in a mailing that con tacts can click to opt out of future mailings or sur veys Updated One of the default incident statuses An incident marked Updated has been updated by a customer from My Stuff Updated incidents have an Unresolved status type URL answer A type of answer that consists of a link to an external URL The URL address and the content of the web page are displayed Utility Any of a number of programs in RightNow to help manage and configure a Right Now installation RightNow utilities include Age database Bulkdel Dbaudit Dbstatus Kexport Kimport Langcvt Msetool Reportgen Techmail and Wltool Variable A temporary data ite
581. ustom Reports E Add Filter x Name Type j M Make this filter selectable at run time Label this filter in search box I Required Make this filter require a value before a search can be done Definition Use Data Dictionary Eupression Right click for options or start typing to receive context sensitive assistance Operator x Use this to compare the Expression with the Yalue Value Cancel Figure 163 Add Filter Window 3 Enter field information described in Table 90 Field Name Table 90 Add Filter Window Description Description Type a name for the filter in this field The name identifies the filter on the report design center but does not display when the report is run Entering a value for this field is optional If a name is not entered the name will default to the name of the filter s database field Make This Filter Selectable at Run time Select this check box to make the field a run time selectable filter If this check box is cleared the filter will be a fixed filter Label This Filter x in Search Box Type a label for the filter in this text field This label will display on the Search window when the report is run Required Chapter 5 Select this check box to require the report s user to enter a value for the filter when running the report If this option is selected the Search window will open automatically when the report is opene
582. utput on page 90 Figure 220 shows a sample search window from a dashboard with several reports To search for information in all reports on a dashboard 1 Open the dashboard and click the Home tab 2 Click the Search button to open the dashboard s Search window r Search x Filters j Common Filters Group Date Grouping V Select All Year Month Day v V No Value V Logged In Date Range 06 04 2007 12 00 4M E to 06 11 2007 12 00 AM E C Relative C Relative Overall Customer Satisfaction by Agent Or Group Date Grouping Date Agent w 04 01 2007 12 00 4M to 06 11 2007 09 29 4M C Relative C Relative Group Effectiveness Simple Categories Products pe M Select All pe M Select All i A No Value i V No Value Group Performance Detailed Poa Select All H W No Value i V Management amp Config CRM Console gt nal E v Thin Client v End User pages lt Lirnit Limit to rows Per Page Save as Defaults Restore Defaults Figure 220 Search Window for Reports in a Dashboard 3 Select the filters variables and limits you want RIGHT NOW 408 Dashboards 4 Click the OK button to apply the search criteria to all the reports on the dashboard Note Certain options you select when creating dashboards impact the behavior of the S
583. utton Clicking the arrow displays options to let staff members enable or disable automatic refresh and change the interval time Note When this check box is not selected the Refresh button refreshes the dashboard s data only when the button is clicked Auto trefresh enabled by default Select this check box to enable automatic refresh of the data shown in the dashboard s reports Interval Enter the number of seconds after which the data shown on the dashboard will be automatically refreshed Image Click Change to select a different image to display next to the dashboard in lists such as navigation lists When selecting the new image you can choose from a list of standard images or from cus tom images that have been added in the Images explorer Refer to Images explorer on page 52 for procedures on adding images Notes Type any text you want to add as a note to the dashboard The note will display on the Edit Settings window but will not display to individuals viewing the dashboard 4 Click the OK button to save the dashboard options Scheduling dashboards You can schedule a dashboard to be sent to recipients or to be published in the same manner that reports can be scheduled When a dashboard is scheduled the recipients will receive an email containing the dashboard in the format you select when creating the schedule Note Dashboard schedules cannot have alerts applied as report schedules can since
584. utton and select More Options to open the Edit Settings window Note Dashboard options can also be selected from the Options button without open ing the Edit Settings window Edit Settings 2 x Time Zone RET Raed Owner admin v Open dashboard without prompting for search parameters x Refresh dashboard when data shown is changed due to an action initiated from this dashboard Combine filters on the same field in search dialog lt i Combine filters with the same name and type in search dialog E E Cache the drilldown levels for all reports F Undock docked filters Automatically refresh dashboard at a regular interval I Auto Refresh options visible at run time I Auto Refresh enabled by default Interval 300 Seconds Image S Change image used in report lists Notes OK Cancel Figure 207 Edit Settings Window RIGHT NOW 388 Dashboards 3 Enter field information described in Table 106 Table 106 Edit Settings Window Description Field Time Zone Description Click this drop down menu to select the time zone to be used with the dashboard s reports The dates and times listed in the report output filters and parameters will be adjusted according to the time zone that is specified The available options are e Same as Interface The reports time zones will be the time zone set for the interface This is the default setting e Same as Account The reports t
585. ve button to save the changes to the profile Customizing navigation sets Chapter 7 Before staff members can access Enterprise Analytics you need to add the Enterprise Analytics button to their navigation set and select the items that will be available Three sepa rate components can be added each giving staff members access to different areas of Enter prise Analytics A navigation list including the Enterprise Analytics items is shown in Figure 225 Customizing navigation sets 413 global_95_sat RightNow CRM x B Enterprise Analytics Enterprise Analytics Items a od HELENE a Dashboards ag Reports Customize List Recent Items y fa Home Incidents te a Logged in as admin RY Online 100 y m Figure 223 Enterprise Analytics Navigation List Note You can add all three Enterprise Analytics items to the navigation list even if some staff members do not have profile permissions to use all items The navi gation list items will be disabled for staff members who lack permissions to use them For more information about customizing navigation sets refer to the RzghtNow Administrator Manual To customize navigation sets for Enterprise Analytics 1 Double click Navigation Sets under Application Appearance The Navigation Sets explorer opens 2 Right click the navigation set you want to change and select Open 3 Select the Ent
586. ve the schedule Adding alerts to schedules If a report includes data exceptions you can create an alert to send an email when the data exception criteria is met You can also specify how many times in a row the exception must be met before the alert is sent The report s data exception is checked at the times specified in the report s Schedule Recurrence window shown in Figure 65 on page 125 For instance a report s data exception could be configured to trigger when ten incidents returned in the report meet the criteria you specify such as the incidents response times not being met You could then configure a schedule for the report to trigger once an hour every work day Once the schedule is created you could create an alert to be sent if the data excep tion is met twice in a row This would result in the report s data exception being automatically checked once every hour each work day according to the times specified on the Schedule Recurrence window If the report s data exception is met a single time the alert would not be sent However if the data exception was also met when it was next checked the alert email would be automatically sent The Alerts section of the New Schedule window shown in Figure 64 on page 122 displays email alerts and their attributes and lets you create new alerts Alerts will be disabled if the report does not include data exceptions since alerts are based on data exceptions being met Refer to
587. vice that allows customers to simultaneously search the knowledge base along with web pages and other web accessible documents within a spec ified domain Web spider A software application that reads web pages and other documents and indexes the content for a search engine often following hyper links from one web page to another Website link survey A type of survey that is published as a web page and can be linked to from any source Weight A displayed value given to resulting answers of a text search The value is equal to the sum of the weights for indexed words of all the matched words from the text search Weight also refers to an internal value given to each indexed keyword for an answer or incident The value is relative to a constant and is based on number of occurrences capitalization and location of the word ranked high to low Keywords Summary Question and Answer field for answers Subject field and incident thread for incidents Widget A collection of files that generates a spe cific function when it is placed on a page of the RightNow Customer Portal Widgets can be but tons fields reports or other elements that can access the RightNow database and communicate with other widgets through events or to the server through AJAX requests Win loss reason An option for classifying and recording reasons for winning or losing an oppor tunity Wltool A utility that is manually run after mak ing
588. viewing by customers Launched A mailing and survey status that indi cates a transactional mailing or transactional survey has been launched and can be included in a rule or campaign Layout A predefined format that can be used in custom reports to apply fonts colors and other display options Layouts can also be used in dash boards to apply a predefined structure for inserting reports Lead A potential opportunity A lead is a con tact discovered through a marketing campaign and forwarded to a sales representative through RightNow Sales See Opportunity Lead rejection type An option for classifying and recording the reasons for rejecting a lead Leaf level A level of product category or dispo sition that does not contain any sub levels Learned link Related answers that have a learned relationship as a result of customer activity Live Help A link on the Support Home page that customers can click to submit a request to chat with a RightNow Chat agent RIGHT NOW 450 Live Media bar tThe toolbar that displays when RightNow Chat CTI customer telephony integra tion or both are enabled The Live Media bar allows agents to log in log out set their status or mode and manage chats or calls Local settings The interface defaults in Right Now that control how and what information dis plays on the navigation pane and the content pane the interface color and tint toast notifications and report
589. w backgrounds I have a problem with my sales rep not returning my calls Can I pay my phone bill online Can I pay my phone bill online Can I pay my phone bill online Can I pay my phone bill online How do I access my online account I downloaded some new ringtones now can t Find them Ronline 100 _U m incidents global__84_sat RightNow CRM veel jal Home Display Page Setup C 3 Forward Q Q Be Sy fl sort al 3 Forward SRollups H3 Default Settings Search Refresh Reset Export a g Propose Slice amp Definition Data Set Analyze Report 4b x Assigned Account Date Created all v No Value C Relative x Subject l iJ Assigned Account yA Barbara Runge Brendan Foster Chad Hubbel Chris Seger Christina Azevedo Douglas Abramson Edward Lang Faith Carson Jennifer Williams Jery Owings John Jergenson Kathleen Olmos Edward Lang Edward Lang Edward Lang Michael Johnson Barbara Runge v Figure 77 Auto Filter Sample Report 4 To show only those records that have a specific value for the column select the value to filter on Any records that do not have this value will be removed from the report output 5 To remove any filtering on values in the selected column select All Chapter 3 Changing data options 145 6 To show only those records with values at the top or bottom ranges of the selected field s values select Top 10 When you select this
590. w to assign the profile permissions that are specific to Enterprise Analytics For more information about profiles refer to the RzghtNow Administrator Manual To assign profile permissions for Enterprise Analytics 1 Click the Common Configuration button on the navigation pane 2 Double click Account Profiles under Staff Management 3 Right click the profile you want to change and select Edit Profile 4 Click the Enterprise Analytics tab shown in Figure 222 m Account Profiles global_95_sat RightNow CRM x m Home amp 9 E Ex Close Editor 2 Account Profiles gadis Administration Items a afl ios Administrator Name Administrator Notes a a Sold Customer support tier 1 i E E Customer support tier 2 amp Workspaces i ab Customer support manager _ Navigation Sets i a Knowledge engineer me Client Workflow Images Makein p ep i Sales manager Common Contacts Service Marketing Enterprise Analytics O Staff Management Leader PAB amp ccount Profiles V Enterprise Analytics Staff Accounts M View Dashboards Password Configuration F O IV Export Reports Dashboards od Enterprise Analytics IV Create Edit Delete Reports M Create Edit Delete Dashboards MV Administrator x y Save Cancel Logged in as admin RY Online 100 Figure 222 Selecting Enterprise Analytics Profile Permissions RIGHT NOW Al2 Enterprise Analytics 5 Select the
591. w will change depending on the variable type that is selected 4 Type an optional prompt in the Prompt field This text is displayed on the Search window when running the report If this field is left empty the variable s name will be displayed instead Note The Prompt field is not available when using a Replacement Value variable type as this type is not displayed when running a report 5 Select the variable type from the Type drop down menu The variable types are described in Table 64 Table 64 Variable Types Field Description Predefined List Select this type to use values from an existing menu or predefined list in the variable When selecting this option all menu fields from the database are available along with three predefined lists e Group Date This list contains date time formats such as Month Week and Day of Month e Yes No This list contains Yes and No options e Currency Formats This list contains currency formats such as USD and CAN that are defined on your site RIGHT NOW 240 Custom Reports Chapter 5 Field User Defined List Table 64 Variable Types Continued Description Select this type to compile your own list of menu items to use for the variable For example if you wanted the variable to return either incidents statuses or assigned staff accounts you could cre ate a variable value for zncidents status and another for incidents assgn_acct_td No
592. were present Display Rollup Headings Multi Line Select this check box to display each rollup column as a separate heading If this check box is not selected when using multiple col umns in the same rollup level the columns for the rollup level will be displayed in the same heading Note This check box is disabled if the Display Rollup Headers option is not selected Display Rollup Column Headings Clear this check box to hide the name of the rolled up column on rollup group headings By default the name of the column you roll up is displayed for each rollup group For example Figure 88 on page 156 shows groups rolled up by the Assigned Account column with the name of the column displaying on each rollup heading The Assigned Account text would not display on the headings if you disabled the Display Rollup Column Headings option Repeat Column Headings for Each Rollup Select this check box to show the output column headers before each rollup heading and sub heading If this option is not selected the column headers will display only at the top of the report Display Group Counts Select this check box to display the number of items under each rollup heading and sub heading Editing output columns 159 4 To remove the rollups you have selected on the Rollups window click the Clear All button 5 Click the OK button to generate the report using the rollups settings 6 To remove rollups from your report
593. when using the Send To fea ture The accepted values are 1 The From address defined in the default mailbox for the interface 2 The email address of the staff member who owns the scheduled report and or sends the report Note The default value for this setting is 2 RPT_FROM_ADDR General Analytics Options gt Custom Scripts Specify the size of the data buffer in bytes used when pro cessing custom scripts in Analytics Note The default value for this setting is 50000 CUSTOM_SCRIPT_DATA_SIZE RightNow Common settings 419 Table 113 RightNow Common Analytics Settings Continued To General Analytics Options gt Group Date Format Use this setting Specify the format string used in the predefined group date list for output variables if the user selects grouping by Year Month Day at runtime Note The default value for this setting is YYYY MM DD GRP_DT_DATE_DAY_FMT Specify the format string used in the predefined group date list for output variables if the user selects grouping by Year Month Day Hour at runtime Note The default value for this setting is YYYY MM DD HH24 GRP_DT_DATE_HOUR_FMT Specify the format string used in the predefined group date list for output variables if the user selects grouping by Year Month at runtime Note The default value for this setting is YYYY MM GRP_DT_DATE_MONTH_FMT Specify the format string used in the predefined group date list
594. wn menu to select whether you are configuring rows or columns Size Type Specify how the size of the report section is determined in this sec tion Absolute Select this radio button to specify a certain size for the selected row or column in pixels RIGHT NOW 382 Dashboards Chapter 6 Table 105 Edit Table Layout Properties Window Description Continued Field Description Percentage Select this radio button to specify a certain percentage of the total available space in the section to allocate to the selected row or col umn Best Fit Select this radio button to have the size of the selected row or col umn automatically adjusted to best fit the row s or column s con tents 11 Click the OK button to save your changes Adding text fields RightNow contains predefined text fields you can add to your dashboard along with custom text fields you create in the Text Fields explorer You can also add new text fields you create from the dashboard design center The dashboard s page header dashboard header page footer and dashboard footer sections all accept text fields Refer to Text Fields explorer on page 54 for information about creating custom text fields Once you add a text field to a dashboard you can modify its text fonts colors and borders to tailor the text field to the dashboard s audience These edits to the text field are specific to the dashboard and do not affect the original text field This
595. y A third party authorized to issue certificates and authenticate the identity of the holder of the certificate Channel The source of an incoming incident for example email Ask a Question chat session phone call fax or mail Channels are also used to indicate the source of information for incident notes on the accessibility interface and contact opportunity and organization notes Chart style A collection of display settings that can quickly be applied to charts used in reports Chart styles control most of the graphical configu ration of charts Chat agent status A method of tracking an agent s availability to chat The default chat agent statuses are Unrestricted Unqualified Unspeci fied In Meeting and On Break and custom sta tuses can be added Chat agent status type The status of an agent s availability to chat Default chat agent status types are Available Unavailable and Logged Out Chat session A real time two way dialog between a customer and one or more RightNow Chat agents See RightNow Chat Chat session queue A sequence of unassigned requests for chat sessions The default chat session queue is the RightNow Live Default Queue and custom queues can be added Requests are added to chat session queues automatically by business rules 439 Chat session routing A process of routing cus tomer requests for a chat to a specific queue based on rules in the Chat rule base See Ch
596. y are exported or scheduled in an Excel format This ensures that the report s data can be easily read in a column and row format Refer to Selecting record or tabular layouts on page 130 for information about layouts e Ifthe report lacks a report header or has a blank header a header containing the report s name is added to the report e If the width of a report column is set to be a percentage of the report s width and the report s width is not fixed the column s width setting is changed to Best Fit Refer to Editing columns on page 262 for information about column width settings Printing reports In RightNow you can preview reports to see what they will look like on a printed page and send reports to the selected printer Previewing reports The Print Preview option lets you see how your report will print before you send the report to your printer From the Print Preview window you can print your report zoom in and out of the displayed page view other pages and specify how the pages should display in the pre view window RIGHT NOW 108 Chapter 3 Report Management To preview a report 1 Open the report you want to print 2 Click the Application button and select Print gt Print Preview The Print Preview window opens ES Print preview of x 62 00 BB B e Page 12 PULL ii FE ERIERIEEE EERE Figure 57 Print Preview Window 3 Enter field information described
597. y Online 100 _y ud Figure 86 Sample Report Using Cross Tabs Once you view your report data using the columns rows and output fields you define you can select different fields to use as the columns rows and output fields This lets you quickly restructure the report to view groupings of different data such as the number of incidents each staff member has grouped by category instead of product Without using cross tabs the only way to retrieve these different summaries of data would be to use separate reports Note When cross tabs and slicing are applied to a report at the same time the cross tab is applied first followed by slicing To define cross tab reports 1 Click the Display tab and then click the Cross Tab button 2 Select Choose Columns to open the Cross Tab window RIGHT NOW 154 Report Management Cross Tab iJ A crosstab report allows you to modify the dimensions of your tabular data The crosstab report will organize your output by row and by column Choose from the available columns to define the row column and output dimensions Available Columns Row Fields Reference Subject Status Assigned Account Category Hierarchy Column Fields Output Fields Display output fields Above column fields Below column fields C Perform cross tab calculations Figure 87 Cross Tab Window 3 Enter field information described in T
598. y format of grouped date columns can be changed with the Group Date Format configuration settings located at Common Configura tion gt System Configuration gt Settings gt RightNow Common Refer to the RzghiNow Administrator Manual for information about changing configuration settings and Appendix A Analytics System Configuration Settings on page 417 for descriptions of the configuration settings that impact reports Understanding incident performance intervals Incident performance intervals are used as run time selectable filters in several standard Service reports and can be added as filters or output columns to custom reports Incident performance intervals help you track the length of time between events that occur in the life of an incident For example the Create to Initial Response interval tracks the time between the incident s creation and when the first incident response was sent There are several types of intervals some of which can overlap others For example the Create to Final Resolved interval overlaps the shorter Assign to Response interval Some intervals can occur more than once in the life of an incident For instance the Assign to Response interval records the time between an incident being assigned to an agent and the agent sending a response to the incident If the incident is assigned to and responded to by several agents several instances of this interval will be recorded for the incident RIGHT NOW 96
599. you can edit the dashboard description and specify when the dashboard s contents should be refreshed Refer to Changing dashboard options on page 386 Scheduling Click this button to schedule the dashboard to be sent to other individuals A dashboard can be scheduled and sent just as a report can However since data exceptions cannot be applied to dash boards alerts cannot be added to the dashboard s schedule Refer to Scheduling dashboards on page 390 Note This button appears only when scheduled reports are enabled For information about enabling scheduled reports con tact your RightNow account manager Permissions Click this button to define which profiles should have access to run and edit the dashboard Refer to Specifying permissions on page 391 Audit Log Click this button to open the audit log for the dashboard which shows you when the dashboard was created edited run and pub lished and which staff members performed these actions For information about the audit log refer to Viewing the audit log on page 392 Display The buttons in this group let you modify how the dashboard 1s dis played For example you can apply a style to all the reports on the dashboard to give them a similar appearance Screen Click this button to display all the dashboard s reports on the screen when the dashboard is run Each report can have separate sctoll bats to view the report con
600. you select this option the fields on the Currency tab will be enabled Display Symbol Select this option to display the symbol for the currency For exam ple ten U S dollars would display as 10 00 Display Code Select this option to display the code for the currency For exam ple ten U S dollars would display as 10 00USD Digit Grouping The radio buttons in this section let you group digits in threes For example instead of the column returning 123456 you can group the digits to return 123 456 Do Not Show Group Select this radio button to prevent the values in the column from Separator including a separator character Use Default Group Select this radio button to use the default group separator charac Separator ter The default separator is a comma Use Custom Group Separator Select this radio button to define your own group separator charac ter Type the character you want to use in the field Decimal Define how decimal and percentage formats should be displayed Decimal Places Enter the number of decimal places to display in the output Use Default Decimal Separator Select this radio button to use the default group separator charac ter The default separator is a period Use Custom Decimal Select this radio button to define your own decimal separator char Separator acter Type the character you want to use in the field NULL Values Define how NULL values in the database
601. you specify the number of pixels for the top bottom left and right margins Bordet The buttons in this group let you add borders to the text field and change the borders display options You can identify which bor ders you want and choose the borders color size and style Understanding dashboard design center components 369 Table 102 Options Tab Description Continued Group Button Fill Description The buttons in this group let you add a background color to the selected item You can select the background color and add a gra dient color to blend into the primary color You can also choose how intense the colors should be with the Transparency setting Layout The buttons in this group let you define how the content of the selected dashboard section should be arranged and how the height of the dashboard section should be managed Refer to Selecting dashboard section layout options on page 380 Add Text Field Click this button to add a new text field to the dashboard Understanding dashboard design center components The tasks you perform when creating or editing a dashboard are done through the ribbon design surface and reports explorer components of the dashboard design center These com ponents provide access to the reports dashboard sections and other items you will use to cre ate and edit dashboards The dashboard sections are described in Table 103 Dashboard Section Page Heade
602. you use are already integrated with RightNow not all help topics accessible from Birst s online help site are applicable Topics pertaining to reports ad hoc reports dashboards and catalog administration apply to your use of Enterprise Analytics while the others apply exclusively to Birst RIGHT NOW 416 Enterprise Analytics Chapter 7 RightNow Common settings 417 Appendix A Analytics System Configuration Settings There are a number of system configuration settings that can impact how your reports run how certain information in them is displayed and how much information is available for the reports to return The settings you should be aware of are described in this appendix For information about accessing and changing system configuration setting values refer to the RightNow Administrator Manual Important Changes made to system configuration settings can greatly impact the perfor mance and functionality of your entire RightNow site Before you change any system configuration setting it is important that your organization understands the impact of changing the setting RightNow Common settings The settings described in Table 113 are located in RightNow Common on the General Con figuration Menu These settings let you adjust a number of values that impact what informa tion is available in certain reports the maximum size of generated reports date and time formats and other aspects of reporting Table 1

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