To ensure that questions get required attention from community members and are NOT left unanswered, it’s important for the author to indicate (by selecting “Yes” or “No” when prompted) whether the question was answered. (newly added) Please note that it is also important to respond to EACH comment your question receives. Your Yes or No response ensures an accurate status for your question.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
Reporting & Analytics for B2C Service
Discussion List
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how to add a column for who closed incident in a reportHi, I need to add a column in a report. How to get incident closed by details in a report? Regards, Meera -
Modify thread display in historyHi Team, Our client wants to update the customer name used when thread history is sent to/is visible to clients. For the portal, the labels for the header can be modifie… -
How to get total email count and AHT in a reportI am looking for a way to get a count of all emails sent by the customer, and average handle time for the agents (AHT) in a particular queue. So if a customer sends 3 em… -
Finish tab in custom script reportSummary: Can any one help us how we can use custom script in service cloud report Content (please ensure you mask any confidential information): We have successfully abl…
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Show current system Date and time if value is nullHi, I’m working on an Oracle Service Cloud (OSvC) report and need to create an SQL expression which should show SystemDate or better Current Date and time I tried the fo…
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How to add total in custom reportHi, Like above report, I need to show total in a report. How to do that? Regards, Meera
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Add a link report to a report total calculationSummary: Add drilldown on a total count column. Content (required): I have a report that has a column count. I add a total count for the column I select from the Design …
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How to display two threads in one rowSummary: Content (required): For reporting purposes, we want to display two thread information in one row that is associated with an incident: Text of one-thread entry t…
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Hi is there any report for ODA in Oracle Service cloud(.Net Console)Summary: Is there any report I can download or use in the Oracle Service cloud to report on ODA? Content (required): Hi All, We recently launched ODA for Chat in the Ora… -
Identify someone in copy in the threadHello I am putting together an incident report and in one column, I would like to return which incidents were copied to a specific account. The column is working perfect…
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Report to get the contact details from the system using mail domain as filterSummary: Hi , I have a report requirement in the Oracle B2C console where I will be feeding the customer email domains. It may be 1 or many, depending on the requirement… -
Is there an automated way we can view the updated date of standard texts?Summary: I am trying to get a list of all of our Standard Texts along with the date each was last updated. If I go into the Standard Text editor in the .NET console, I c…
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Rules triggering surveyHi, is there a way to determine which rule triggers a survey in Oracle Service Cloud? Is there any built-in report available for this? Please help me locate it. Thank yo…
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Error on workpsace after adding a reportHi, Iam getting this error after adding report in workspace tab The report contains the following errors: -found flat branch for grouped parent You will need to edit the…
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Incoming Email Thread Handling and SR Duplication in OSvCSummary: Dear All, We are currently utilizing the Oracle Service Cloud (OSvC) Email Response functionality, where multiple mailboxes are integrated into our system. The …
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Reporting for Agent Insight UsageSummary: Reporting for Agent Insight Usage Content (please ensure you mask any confidential information): Are there reports available to see when an Agent Insight is use…
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how to add actions in reportHi, How we can add actions like open and delete ina report ? like below: Regards, Meera
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Capacity chartHi, I need to create a capacity chart. •For incidents without a task, use the Due date to allocate the effort into the weekly intervalFor incidents with tasks, use the t…
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How to pass Incident field as run-time filter to standard Search knowledge base reportSummary: I have an incident field, based on which the Search Knowledge base report in the Rich Text editor should be filtered. I want to filter answers.nl, based on the …
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how to fetch 3rd level of categoryHi, I need to add 3rd level category to a script for showing it in incident workspace. WHich field to choose for this? Regards, Meera
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Report showing 2 separate rowsSummary: Created a report including incident and Incident Performance tables to display; First Assigned User Account First Assigned User Group First Customer Response Us… -
What is the best practice for handling travel authorizations created in future financial years.Summary: We have a business requirement where our client allows employees to create travel authorizations in a future financial year. However, the control budget for tha…
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Incident Transaction Counts (Multiple Transaction Types) - Analytics Cookbook RecipeContent Incident Transactions Counts Vanilla Report Counting Multiple Transactions Types Author: Bastiaan van der Kooij Independent Oracle Service Cloud Consultant Diffi… -
Hi all, in bursting can I put the dynamic file name? example concatenate it to today's launch date!Summary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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Time in Status (Transactions Calculation w/ Custom Script) - Analytics Cookbook RecipeContent Time in Status Calculates time using custom script Author: Bastiaan van der Kooij Independent Oracle Service Cloud Consultant Difficulty rating: (Advanced) Targe…
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Join chat_queue_stats with Incidents TableSummary: When I join Join chat_queue_stats with incidents table, it removes data and shows blank I need to join the tables, becuase I need to know what agency the client… -
report with siblingsHello, I am trying to build a report with sibling answers. For example, the report would contain the EN ids, FR ids, and Spanish Ids. Has anyone done this? Thanks Nik -
Analytics CookbookContent Welcome to the Analytics Cookbook! This is an exciting resource intended to help with your Oracle Service Cloud Analytics. How do you measure the value your orga… -
how to calculate incident edit time for each transactionsSummary: Hi, I need to create a report for getting incident edit time of an incident. edit time for each agent in same incident is needed. Regards, Meera Content (please…
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Ask a Question FormSummary: Does anyone know the maximum number of characters that can be in the Summary and Question fields on the Ask a Question form? Content (please ensure you mask any…