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
-
Rules in a reportSummary Adding conditional rules to search reportContent For our contact search I would like to add a rule so we can control search results based on login ..... for exam… -
Group id for created bySummary where can i get the group ID for created byContent i want to build a report which tells me the group ID of created by . i can see the group ID for assigned to ac…
-
See what status type an incident had at a particular time?Content Hi, Currently using this formula but it's using the status and not status type (Solved, Unresolved, Waiting etc) last(if(transactions.trans_type='Created', 'New'… -
The filter contains a reference to a pseudo field so no index information is available.Summary Trying to understand what this meansContent We are in a place now where we have 7mm plus incidents, so our reporting cannot be simple any longer. On a report try… -
Reporting on chats without incidentsSummary How to create a report showing chats added to incidents after creation.Content Hi. We have a report today that shows all chats that does not have a a link to an …
-
Which table captures CC contacts while sending agent responsesContent Hi All, Which table captures CC email addresses of each agent response. kindly advise. -
Hide Ribbon Options on ReportsContent Is it possible to hide one of the options, like Forward from the Ribbon of a report? For example, I have a report open, called My Inbox, which displays a list of…
-
How can I add the Report ID to the report?Content Hello everyone! I need a way to add the report's ID # to the report. I am dealing with hundreds of reports and in the process of cleaning them up. However, havin… -
Trim leading training spaces in reportSummary How to trim leading and trailing spaces in a report fieldContent Hi all, I am trying to trim a report field's leading and trailing spaces. I am dong ltrim(rtrim(…
-
Error in Initialization Code Undefined index: HTTP_HOSTSummary Custom Script Error in Initialization TabContent Hi, I tried calling custom script file from custom report using Custom Scripts Under Level Tab. I used the follo… -
Between 2 Figures in an ExpressionContent I have this expression as well as another one where it has > 48. How I do one for between 24 and 48? sum(if(date_diff(sysdate(),incidents.created)/3600User_2025-02-05-10-15-05-593 26 views 3 comments 0 points Most recent by User_2025-02-05-10-15-05-593
-
Initial Resolution Time calculation Excluding 'Waiting' status timeContent Hi Experts, We have one requirement where we need to calculate Resolution time i.e., total Initial resolution time for an incident. i.e. from the Incident Creati…User_2025-09-05-00-11-37-622 43 views 1 comment 2 points Most recent by User_2025-02-10-10-44-44-497
-
ReportsContent Hi All, Can we implement the below reports in Service Cloud? * Report to see how many incidents have been closed and then re-opened? * Report to see how many tim…User_2025-02-10-15-50-53-070 27 views 2 comments 0 points Most recent by User_2025-02-10-15-50-53-070
-
Skipping a row to be displayed when having no value (report custom script)Summary I want to prevent showing records having no products and categories assigned in answer reportContent Hi there, I have question about a report in which I want to … -
Single-line summary of mailings by contact?Content I've combed the Analytics thread and Outreach reports, but can't seem to find what I imagine ought to be a pretty basic report we are very interested in. The clo… -
Time in status - only for incidents with a particular statusSummary Only report on incidents that include a particular status (not status type)Content Hi all. I am using the Time in status report (found here: https://cloudcustome…User_2025-02-01-08-17-38-818 73 views 0 comments 0 points Most recent by User_2025-02-01-08-17-38-818
-
Dashboard Filters Not Updating As ExpectedSummary I am trying to make updates to some dashboard report filters and they are not being saved and/or are somehow holding on to previous settings.Content I am trying … -
View analytics around sent emailsSummary How do I know that emails were sent?Content Hi, Let's say I use ConnectPHP to send 1000 emails in batches of 200. Currently, a lot of people from each batch are …
-
Is there a way to hide / remove the limit and order options for a report?Summary Need to be able to limit the number of records that an agent can see with a blank search using a custom contacts quick searchContent The quick search is useful t… -
Get Time difference from same report columnSummary Get time difference for same incident ID but in same columnContent Hi I have incident ID and Adjusted time column in same report. Same incident ID has two time r…
-
Passing Dynamic Filter values in a reportContent Hi, I have to filter the search report data associated with a field by passing a dynamic value that is available in the Workspace(i.e Incident.contactID). Can an…
-
Workspace Rule for Pop up Warning if you are attempting to send email to invalid email addressSummary We need to provide additional stopping points or warnings to our agentsContent We need create several warning when we have a contact with an invalid email addres…
-
Tracking time spent in Incident QueueContent Hi, I have/am trying to build a report that shows how long an incident has been in a certain queue. I'm using inc_performance.intv_type Queued to De-queued filte…
-
Using Transaction Table to determine when and who sent initial responseSummary I need to get the accounts.group_id of the employee who sent out the initial response transactions.acct_idContent I have the Transaction Table at the Root and th…
-
Problems with papi table (public api)Summary getting new data and ip adresses as a log reference.Content Hello, This is my first post on this forum, ive been searching on this subject and the only thing i g…User_2025-02-08-11-47-25-988 23 views 0 comments 0 points Most recent by User_2025-02-08-11-47-25-988
-
Rule based ReportingContent Is it possible to create a report on how an incident gets closed like what has triggered its status change - if it is manually closed, then the user name or if b… -
Migrated Data in ReportsSummary Report performance impacts from migrated dataContent We've only recently converted to Oracle Service Cloud (4 months). We had an existing system and we are requi…User_2025-02-03-20-46-35-138 44 views 6 comments 0 points Most recent by Levi Dyckman-Support-Oracle
-
Survey grouping reportingSummary How to report out on field question.name as this does not have an IDContent I had a simple report we linked to an Agent dashboard showing VOC Scores by question.…
-
How to display knowledgebase by Keyword only not by PhrasesContent I am trying to set up knowledgebase in a new way where Answers are grouped into sections. To do that, we removed all keywords, and replaced them with 1 keyword. …User_2025-02-03-20-38-38-926 23 views 3 comments 0 points Most recent by User_2025-02-04-10-01-39-775
-
Bounced Messages - Need to update the incidentSummary Bounced Messages do not update the incidentContent On successful sending of an email to a contact that is NOT marked as Invalid, The incident email header just s…