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Reporting & Analytics for B2C Service
Discussion List
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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… -
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 31 views 0 comments 1 point Most recent by User_2025-02-03-18-15-20-995 -
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 53 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 57 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 41 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 46 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. -
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 51 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
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Adding a total column to a Crosstab reportContent I have created a crosstab report that shows #incidents by organization and category. Organization is the row and category is the column. Is it possible to add a …
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Closed and Created tickets in the same chartSummary Closed and Created tickets in the same chartContent Hello, Hope somebody has a clever idea on this. I have browsed through old posts but couldnt find my solution…
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Report Column LimitSummary Can the 100 limit be overridden?Content Hello, I need to create a report for a data export however I need to include more than 100 columns in the report. Is ther…User_2025-03-07-01-32-42-212 45 views 2 comments 0 points Most recent by User_2025-03-07-01-32-42-212
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is there any way to count number of private note added by per Agent?Content is there any way to count number of private note added by per Agent? just like we can count how many times agent changed the particular status by using this expr… -
GDPR & Subject Access RequestSummary Extract all information we hold on an idividualContent Hi all Under GDPR we need to be able to respond to an individual who makes a subject access request (SAR) …User_2025-02-03-18-42-00-650 76 views 24 comments 0 points Most recent by Sebastiaan Draaisma-122509
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BI Publisher SQL Dividing a Sum by Count DistinctSummary I am creating a new BI Publisher data model to analyze some expense report data. I need to divide a sum of values by a count(distinct) however, the result return…