Dear RNT Team,

In 7.X, we had the opportunity to use the very handy RN database schema and relationships tool. 

http://community.rightnow.com/customer/documentation/7.x/supplemental/schema/schema.html

http://community.rightnow.com/customer/documentation/7.x/supplemental/70_crm_ERD.pdf

This has been replaced by the 8.X In-tool Data Dictionary. Although it is great to have such functionality embedded in the RN application, it is currently limited in its functionalities as we cannot see the big picture and the different relationships. So it often isn't enough for developers who need to understand the relationships between the different tables.

It would be nice to have either a higher level of detail within the data dictionary (as in the posted links above) or to offer this information through the documentation area of RN.

Or even better, it would be nice to have the same level of interactivity as in the data dictionary but on a schema level. So we would see the PDF schema (see link above), click on an table item which then highlights the related tables and displays more details.

Thanks in advance for considering such a feature.

Kind regards,

Karim Michael Hambach
TomTom Sales BV - Amsterdam

Currently, RN does not give us an option to specify logging levels in Audit Log.

It would be much more useful if the admins can specify which field(s) changes to log in the workspace designer. They are then shown in "What" section. (e.g. status changed from "In Progress" to "On Hold" in Incident). Currently we only see simple details in "What" section (e.g. Edited, Changed Status, Assigned etc). In many cases, business requirements demand more detailed level of logging on certain fields.

I suggest that RN provides the funtionality for admins to specify fields to be audited (to x number of fields maximum). The x  limit ensures that the log does not become too massive and we have control of monitoring only the fields we require.

Thanks in advance for looking into this,

We run a lot of reports, very often small ones just to grab a bit of data.  When a report has been run, and the results are displayed in the Analytics console, it would save a great deal of time if we could select, copy and paste these basic tables of results straight from there.  Having to always export to Excel, just so we can copy and paste the results from there into another Excel sheet, seems unnecessary (it's something I spend a LOT of time doing).

Dear RNT Team,

For our multi-channel and international business purposes, we maintain more than 350 business rules, already optimized with the help of a tune-up session. It is often a challenge to document and track changes, especially when dealing with multiple owners on those rules.

It would be fantastic if it would be possible to report, print-out or export business rules.

Key features list in order of priority:

• Report on business rules 
• Export to raw excel, visio or text
• Append ownership and revision history to business rules (who changed what when, if possible with comment line (the description box is too generic)

Thanks in advance for considering this feature in future releases. ;-)

Kind regards,

Karim Michael Hambach
TomTom Sales BV - Amsterdam

I'd definately like to hold my agents responsible for using the 'Fill Inbox' button per policy.. but currently, I have to use my 'poker face' each time I tell them my reports show that they weren't hitting it .

So - could we add a reporting mechanism to show how often staff accounts hit the 'fill inbox' button, and how many tickets they get from it?

Chris

One of our main challenges when improving the user experience on the different workspaces is the fact that standard and custom fields do not offer much flexibility when setting those up.

We would like to see the following improvements:

•  
  • It should be possible/optional to report on field transactions, e.g. when did a field change to a different value and who submitted the change.
  • Unrestricted address fields. It should be possible to change the order of address details and when needed to add new address fields such as house number.
  • Add multi-level drop down menus such as the product or disposition fields.
  • Such as with the "Previous escalation level" condition rules, add "Previous standard/custom field value" to unlock more potential on the business rules base.

Also the maintenance of fields should be improved. A simple rename of a field (or moving it to a different folder) shouldn't have any impact on the database performance. We currently have to delete the field and re-create it to keep the performance impact to a minimum (RN 8.8 release).

Thanks for considering those suggestions.

Kind regards,

Karim Michael Hambach
TomTom Sales BV - Amsterdam

Current state:

I can see if a file has been attached to an incident.  It does not mean that it was emailed to the customer.

We can send the attachment to the customer 2 ways:

1. Attach a file to the incident, then "check" it under attachment button

2. Just attach a file to the email without attaching it to the incident.

We train our CSRs to use #1 above, however, there is nothing in the Audit Log to indicate that a response that was sent contains an attachment.

Desired change:

We (RN users) should be able to see if the attachment was indeed sent to the recipient of the email, or if the agent that sent it simply forgot to "check" the box.

Also, we should be able to report on

• How many incidents have attachments.(incoming/outgoing)
• How many attachments were sent to customers

Impact:

Analytics: Our sales teams frequently sends customers a "Guide" that helps the customer choose which product they need.  If we could report on how many times a Guide A was sent vs Guide B, it would be extremely helpful.

How many of our incoming incidents have an attachment? - this would be an excellent data point.

Customer Support: Agent can see right away that an incident was sent to the customer without an attachment and resend it.

If we can report on attachments, we could also add it to the "view" so that looking at the list of incidents, i could see which ones have an attachments (just like i see them in Outlook)

Training:  if we see a trend - one agent keeps forgetting to "check" the box - it's a training opportunity for that agent.

Dmitry.

Organizations use different start dates for their reporting periods; it would be helpful to have all reporting capabilities that are based off of a week value pull from a configuration value that sets what the start of that week is.

All of our reports are done on Fridays, for example, so we report on a Friday - Thursday week; it takes a good deal of tweaking to get reports to show that type of weekly data in RightNow .

The RightNow Connect Data integration doesn't currently have a way for you to retrieve column definitions for reports. This would be a very handy feature! Below is my use case:

We have a service that has to use a report to get information about incidents. The service will forward that info to some other third party utility that will perform work on it. In cases where a custom has a LOT of emails in their system, they might not care about every piece of data in the report. We don't want them to modify the report- that could break the service. So an elegant solution is to have a configuration utility which allows them to specify the data pieces that they care about. This would require the config app to be able to retrieve the column definitions in the report, though.

Currently, when using Automation RunReport() to open a report, this report must be manually closed by the agent before a new one can run. Any attempt to simply change the filters and use RunReport has no effect on the workspace until the first report is closed.

I propose either one of two options:

1. The ability to detect that a given report is already open, and close it programmatically.

or

2. The ability to refresh an open report with the results from a new filter.

Thank you!

-Jared

The latest upgrades provide us with an increased range of super report formats but what about the ability to send flash formatted reports to mobile Phones/PDA's?

We have an increasing number of our GMD's asking about the ability to receive daily and adhoc reports direct to their Blackberries/PDA's, etc. Currently we need to convert using Flash and this is then not really achieving that snappy ability to have hte latest info at the touch of a button.

It would be nice to have the ability to select from the output list a "Mobile" format that we could then use the standard delivery method directly from RNT.

Don

It would be great if we had the ability to put separate work hours for separate chat queues.  I am not sure how many people have multiple chat queues, but we do.  When our customers come to our chat site, they are given the ability to speak with three different chat groups and each of these chat groups have different work hours.  Our tech support group pretty much works 24/7, while our customer care group works 8 am - 8 pm and product consultant groups from 8 am - 4 pm.  I have listed in HTML code on our site each groups specific work hours.  However, at times the customers do not appear to read the chat hours that are listed below.  Because of this, the customer can still get into the other queues since tech support is available and it skews the chat stats saying that we had more requests that we really should of.  Having the ability to added multiple work hours would dramatically help us out for both a better customer experience as well as our ability to report on the matter.

Our business is constantly changing, and we have literally hundreds of custom reports.  When we have a filter on a field on multipel reports that needs to be changed because the field changed, we have to manually open all (or most all) of our reports, check the filters, and then update them for this field.  Additionally, if want to add "Column X" to every report that has "Column Y", we have to open all the reports to identify which ones have "Column Y".

I would really like to be able to report on which reports have which fields as columns and which reports have which fields as filters.

By default, having this functionality would allow me to do all kinds of reporting on the use of custom fields.  That would be super awesome.

Issue

I'd like to perform routine changes to Product/Category lists based on our inbound query volumes over time (demote those not used, promote those which are).  Currently this can only be done live and the presentation of the data is not ideal when looking to review & reorganise.

Solution

I'd like to see a few improvements.  Firstly, in a large database, just one drag & drop change in these lists can render the whole system frozen for several minutes - not ideal when this is a business critical tool.  Instead maybe allow us to set a time/date for changes to be made before we begin the edit?  "When would you like the changes you are about to request to be made?".  This will allow out of hours changes to happen without me giving up my well-deserved sleep.

Secondly, why can't we export the product/category lists, for example into Excel?  I'd like to propose changes to management before making them (rather than surprising them!).  Also I just find it easier to visualise the lists on a spreadsheet of some sort.  I know this won't be easy when we have product/category linking switched on but again this is more reason to do this - it is currently difficult to review what categories/sub-categories appear within each product, it should be an easier task.

Anyone agree or have better suggestions?

Chris

Add the ability to report on customers' questions that were avoided by SmartAssistant. It would be great to be able to see which answers were suggested by SmartAssistant for questions that were avoided as well as which answers the customer viewed.

This will help with tuning the knowledge base by allowing us to see which answers are working effectively. Currently we can only see the answers that were suggested for questions that were not avoided.

Not that we ever have issues with our softward, but, there are times when we notice trends in product issues we want to track. We would love to be able to link (attach) all subsequent reports (incident) of a specific issue to the original report of said issue.  Then when go to the original incident that issue, we can see how many other customers have reported the same issue.  Currently we use a field to do this, but, a more automated (Link to another incident) feature would be extremely helpful.

I have a list of incident numbers in an XL spreadsheet. I need to send them all the same email.  Ideally, since the incidents already exist, i'd like to be abe to do like a multi-edit, and send them all the same response.   Quick search only allows for One incident number at a time.

I know there is a way i can upload a list of contacts, and then using campaigns create a new incident. But i dont think there is a way to upload a list of incident #s.

Another application of this would be:  

A number of people report a "bug" or an issue that is a known issue.  They all would be able to get a same response.

When developing within RNT it is possible for us to use multiple staffs talents. This allows for a team approach but can currently cause confusion if more than one staff member is working on the same item. Saving over the top of another has happened on more than one occassion.

It would be nice to have the ability to have a column where you can either Check In or Check Out the item. This would provide 2 great benefits .... the first is that it would lock from any editing by others the item, and secondly the ability to see who was actually working on the item and provide the ability to notify users when completed and or ready for their contribution.

I have seen this function in other tools such as Adobe/Macromedia and a couple of CRM's I used when working for a University.

Don