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Reporting & Analytics for B2C Service
Discussion List
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Embedded URL ReportSummary How to show the file path of the attached file in an incidentContent Hi Everyone, I've working in my reports and i was able to show the attachments on each incid… -
Real Time Reporting - Incidents Received, Resolved, Longest time in QueueSummary Real Time Reporting - Incidents Received, Resolved, Longest time in QueueContent We've been tasked with creating Real Time Reporting (or as close to real time as… -
Reports Alignment on DashboardContent Hello, Can someone please share tips for aligning reports on dashboard? i have tried multiple ways but it's really annoying to just fit all reports without scrol…
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Interval Type - Menu DescriptionsSummary Looking for full descriptions for menu itemsContent Hi. I'm looking for a published list with FULL descriptions/example for each of the Menu Items under Interval… -
How to remove the highlight on the first line of a reportContent There may be an obvious answer to this petty annoyance.. but here goes...! I have some nice reports with exceptions that colour lines of data based on service le… -
First call resolution report (Basic)Content Hello everyone, I'm trying to write a report which will show me in very basic terms the first call resolution. To do this I want to create a report with three co…
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COUNT on a COUNTSummary Counting how many responses were sent on an incident.Content I am calculating how many (transactions.trans_type='8') "Response Sent" transactions are taken on ti…
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How can we combine two RightNow reports into one?Content Active day for agent value for management purposes, we want to combine the information held in reports: * Public Reports > Service > Agent Reports > Agent Login …
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Creating a more visually pleasing roll-up viewSummary Would like to create a report where the roll-up heading is shown as a single field in column 1.Content I'm trying to create a report that looks like the left sid…User_2025-02-03-18-15-20-995 32 views 0 comments 1 point Most recent by User_2025-02-03-18-15-20-995
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Return a default record rather than "no records found"Content Hi, I have a Contact Quick Search report that if 0 rows are returned I would actually like it to default to a specific contact ID instead. I think that this coul…
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Calculate percentage for responses received on the same day of incident creationSummary Calculate percentage for responses received on the same day of incident creationContent Hi, I have a requirement that I must calculate no of incidents that recei…
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Filter on date format using a custom fieldSummary I need to filter a report on a date that is a custom fieldContent Hi all. We have a need to create a report that will filter on a custom field. The Field name is…User_2025-02-01-08-17-38-818 54 views 5 comments 0 points Most recent by Levi Dyckman-Support-Oracle
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HR Help Desk - Organizational hierarchySummary Need to add "Level 3" to an exciting help desk reportContent Hello, I wonder if anyone can help me out. I need to add "Level 3" of the organizational hierarchy t…
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Who clicked the survey linkSummary Who opened the survey invite AND clicked the survey link?Content Hi all. I'm wondering if it's possible to identify contacts who have opened a survey from a surv…User_2025-02-01-08-17-38-818 58 views 4 comments 0 points Most recent by User_2025-02-01-08-17-38-818
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Deriving Business Intelligence through Service Cloud Value Analytics - Analytics Cookbook Recipe...Content Deriving Business Intelligence through Service Cloud Value Analytics An Analytics Cookbook Recipe Group How do you measure success with your knowledgebase and en… -
Chat ReportSummary Customer who has Initiated chatContent I need to build the report to show how many people who access customer portal pages start a chat. Could you shed some ligh…User_2025-02-03-16-53-11-440 40 views 2 comments 0 points Most recent by User_2025-02-03-21-44-58-411
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Display filter value on the DashboardSummary Display filter value on the DashboardContent Hi, Dashboard contains 2 reports with common filter. I want display the filter value as a heading to the dashboard. …User_2025-02-03-16-53-11-440 42 views 4 comments 0 points Most recent by User_2025-02-03-16-53-11-440
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Adding holiday to SLA after holiday has passed?Content Hello, We had an issue where Presidents day was added to our response requirements but NOT to our custom SLA. As a result, incidents from the weekend and Preside…
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Report -Number of Contacts created by agentContent Hi All, I have created a report to display numbers of contact created by agents. Please find the attached XML file. I am trying to include the filter of group na…
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Customize Date format in Service Cloud reports dynamicallySummary We have a requirement where users from world wide are expecting date formats to be displayed based on their location.Content Hi, Thanks for looking to help! Curr…
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Chat summary report - No value but serviced?Summary Chats have agent as 'No Value' but show as servicedContent We have copied the out the box report 'Chat Summary' (ID 3008). I've then added in a column for chats.…
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How can I get a list of all Data tables available in Oracle Service Cloud ReportingContent Hello I'm presently picking up Oracle Service Cloud Reporting and I'm trying to get a list of all the data tables available along with a description of what they…User_2025-02-06-10-24-34-640 67 views 8 comments 0 points Most recent by User_2025-02-06-10-24-34-640
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How to handle many-to-many relationships in reportingContent Hi Reporting Experts! I'm hoping you can help me with this one... I needed to set up a many-to-many relationship between Contacts and a CBO called Assisters. So,…
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E-mail backlog per queue.Content Hi there, I was wondering if there is a report available somewhere within RightNow that would enable me to see the historical backlog per queue, per day. Now, I …User_2025-02-03-17-12-54-137 50 views 6 comments 0 points Most recent by User_2025-02-01-08-04-13-139
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Date Grouping based on choice of two date fields?Summary Looking for help to report on weekly survey results based on dates in Chat or Incident tablesContent Hello - I'm hoping someone out there has a solution for this… -
Help Adding % Totals to ReportSummary Help Adding % Totals to ReportContent Does anyone know to get the report roll up totals? see attachment.
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Tickets touched by two teamsSummary Tickets that were touched by 2 teamsContent Hi, I need to create a report that shows tickets that were 'touched by' 2 different teams at some point (eg. tickets …
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Adding Multiple Columns at Once to a ReportSummary Is there a way to add multiple columns at once to a report?Content Currently, we are wanting to export a sample of data from the incidents table using all of the…User_2025-02-03-17-53-10-691 50 views 2 comments 0 points Most recent by User_2025-02-03-17-53-10-691
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Ticket backlog trend chartSummary Help with Ticket backlog trend chartContent Hello, I am trying to create a 12 month trend of the incident backlog. The only way i could think of was by calculati…
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Roll up data to be displayed in separate page on the PDF documentSummary Roll up data to be displayed in separate page on the PDF documentContent I have created 2 cross tab reports placed in the Dashboard. 2 reports are grouped(Roll u…User_2025-02-03-16-53-11-440 31 views 0 comments 0 points Most recent by User_2025-02-03-16-53-11-440