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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Disposition Clean Up - Need Count of total incidentsSummary Disposition Clean Up - Need Count of total incidentsContent I have a report that counts the total number if incidents by disposition. But it does not include the… -
Can we create a report which will display different columns depending on parametersSummary We want to create a report where we have different sub categories. For each sub category we have different Columns.For eg for Business Trip we have 9 Columns and… -
Can we create report like rtf (See below screenshot)Summary Can we create report like rtf (See below screenshot)Content Can we define layout like the attached screenshot. In parameter, agent will put the incident referenc…
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Keyword Search for Incoming IncidentsSummary Alert if specific keyword is met 5 times.Content Hi, I am wondering if anyone is using a similar functionality and would be willing to share their approach? I ha…User_2025-02-03-16-51-39-328 30 views 8 comments 2 points Most recent by User_2025-02-03-16-51-39-328 -
Combine 2 reports with common filter into 1Summary Combine 2 reports with common filter into 1Content I have 2 custom object Primary & Additional employment. I have created 2 matrix reports to display data for Pr…
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Calculating Time Spent with Customer vs. Time Spent with AgentSummary How to measure time difference spent in different status types?Content Hi All, I have this report that measures time spent with agent vs. time spent with custome…User_2025-02-03-16-15-03-850 38 views 0 comments 0 points Most recent by User_2025-02-03-16-15-03-850
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Get filter value in Custom scriptSummary Fetch the filter value in ReportContent Hi, We are trying to fetch the filter value from the report into the custom script. Please let me know how to execute the…
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assign filter and variable values to a Field in reportSummary assign filter and variable values to a FieldContent Hi , I am trying to fetch filter and variable values from custom script. I used the following code in Init ta…
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Enable Print option for reportSummary How to enable print option for report?Content Hi, How to enable print option for report? Refer attachmentUser_2025-02-03-16-53-11-440 49 views 2 comments 0 points Most recent by User_2025-02-03-16-53-11-440
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remove agents from report when they have not logged in during the time periodSummary We have a report that shows logins, duration, and average for agents, but we don't want to see agents who have not logged inContent I am having an issue with a r…
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Agents Searching the Knowledge BaseContent I believe the report Service > Site Reports > Admin Answers Accessed > Activity displays how many answers an agent viewed/appended answers via Search Knowledgeba…User_2024-12-17-20-14-00-343 41 views 4 comments 0 points Most recent by User_2025-03-10-21-27-49-962
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how to fetch filter values in report for ROQL querySummary fetch filter values in report for ROQL queryContent Hi , Please help me. I need it urgent. I am trying to fetch filter values from report to be used in Custom sc…
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Report on Incidents Created from Survey WorkflowContent Hello, Does anyone have a suggestion on how best to report on Incidents created from Survey Workflow? I have a report of Survey responses & I would like to inclu…
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Doubts about report 'Visits by time'Summary Doubts about report 'Visits by time'Content We would like to know if the report 'Visits by time' reflects only the effective visits to the portal or, for example…User_2025-02-04-21-50-34-975 33 views 0 comments 0 points Most recent by User_2025-02-04-21-50-34-975
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Response and Resolution Count ReportSummary A report containing the Response and Resolution CountContent Hi Experts, I would like to ask if a report like this is possible: Response: * Total number of reque…
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Field SolutionSummary Hidden field in the incidents tableContent Good afternoon everyone! I am creating an incident report and I need the "solution" field but it does not appear in th…Sergio Andres Barreto Valderrama 29 views 2 comments 0 points Most recent by Sergio Andres Barreto Valderrama -
sum of last rowsSummary How to get the sums of the last rows from one or several tables?Content Hello,I have a challenge for the reporting experts around here :-)I have several custom o…
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I want to set up a report that displays the total score of each questions.Content Hi All, I want to set up a report that displays the total score of each questions from one survey. columns required : Interval (month from Jan to December) Quest… -
Top Answers for a Particular CategorySummary Show top answers for only one categoryContent Hi all, I'm trying to modify a copy of the standard Popular Answers report (ID: 162) so that it only shows me popul… -
Add to Docked Filter a computed Field?Content Hi, How to add to Docked Filter a computed Filed? Version Oracle Service Clous 19C SP2User_2025-02-05-22-32-11-242 30 views 1 comment 0 points Most recent by User_2025-02-05-22-32-11-242
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In Dock FilteringSummary Searching within a ReportContent Is there away to change the dock filter to display the magnifying glass to search within a list? We have a report that has a doc…
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Embedded report in workspace - no table join - pass search variable?Summary Pass a variable from one table into an embedded workspace report to present data from an un-joined tableContent We have two custom objects that do NOT have a rel…
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Assign date for IncidentsSummary Report for Assign date for IncidentsContent Hello, Can you please help me with the creation of a report that include also Assign date for the incidents? Also in …
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Initialisation script does not runContent Hi, In the initialisation part of the report, where we can add scripts - the script no longer runs. There are several reports this affects. It was working fine u… -
How to Run a Report that Only Shows the Reports that I have Permissions for?Summary I want to create a report that only includes a list of reports that my profile has permissions to run.Content I understand what is available in the Report Manage… -
Need to Create a report for Specific SurveySummary Need to Create a report for Specific SurveyContent Hi I need to create a report displaying all the questions / answers for a specific survey but I'm not sure on … -
General Audit Log DescriptionSummary Need to show all incident that have the word called ‘Referred’ inside of the general audit log description.Content Hi Team, I’m looking to create a report to sho…
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Engagement Engine Chat Events not populatingContent Recently we've stopped seeing new entries created in the Visitor Events table for EE Chat Offering/Acceptance. I've been testing through the day and while I can … -
How to change Status Gauge colourSummary I've tried every colour option but I'm unable to change the colour of my status gaugeContent I can only change the background colour of my status gauge, the gaug…
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Group certain incidents as one and rename in cross tab reportContent Hi, I have a simple cross tab display report which shows how many incidents are created by our agent during a certain time period. I have filtered the report to …