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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getting repeated value in custom reportContent Hi All, i am trying to make a report where i want Chat ID, Ref number, Date of First Engagement, Page URL (we have implemented EE), and Chat Transcript. i trying… -
Opportunity Performance ReportingContent I'm trying to understand Opportunity Performance reporting. I'm specifically looking for the ability to track how long an Opportunity was in a certain status for…User_2025-02-03-17-31-49-785 33 views 2 comments 0 points Most recent by User_2025-02-03-22-07-33-802 -
Adjusted chat_agent_performance_intervalsSummary Needing to cut off the times.Content I am having trouble cutting off interval times. I am trying to measure our agents using live chat. The functions work if bot… -
Adding new columns with Custom ScriptsSummary How can I dynamically add columns to a report using custom scripts?Content Hi folks, I'm wanting to create a report that utilises ROQL which i'm familiar enough …
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Include staff account date created field in reportSummary We need to identify when a staff account was created for maintenance purposesContent Hi all. We have a report identifying login data etc and need to add in the d…User_2025-02-01-08-17-38-818 57 views 6 comments 0 points Most recent by User_2025-02-01-08-17-38-818
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Include Range of recurrence dates in Status of Mailings reportContent Hi all. I'm wanting to include the 'Range of Recurrence' dates in a report on active Recurring mailings (copy of definition attached). I'm sure I'm missing the o…
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report that shows the interaction with the client (conversation history)Summary report that shows the interaction with the client (conversation history)Content Good Morning, Is there a report that shows the history of an incident? Whether cr… -
Need to create a report filter that compares an integer field with the year of a date fieldSummary Need to create a report filter that compares an integer field with the year of a date fieldContent Hey Team, I need to create a report filter that compares an in…
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Utilization report - Logged in timesContent We are working on a custom report extended from the Agent Utilization report. We removed the session start/end time filter and added a filter from the agent perf… -
Rank Column VauesSummary Rank Column VauesContent How to rank column values? We have a report like below Customer Name Total Price Customer 1 3500 Customer 2 4355 Customer 3 2145 Expecta…
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Take only the Latest Record Date from Custom Date FieldSummary Take only the Latest Record Date from Custom Date FieldContent We have a custom object to store Transactional data where we have created a field called "travel S…
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Incidents without survey repsonsesContent I'm trying to create a report to show me which incidents within a certain time period did not have a survey submitted. I've tried using the transactions table an… -
Cannot find data in Category NameSummary Using Service for Our HR Help Desk and Cannot find Category NameContent Hey everyone, We recently installed HCM and we use the service model to act as our HR Hel…
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Report on (un)blocked learned linksContent Hi there, Since one of our customers has discovered that in the related answers section answers appear from another interface that the answer is shown in, I woul… -
Using Engagement Engine Logging to log in-page dataContent Based upon the description of logging and reporting in the manual, it would seem that we should be able to log page level data to an EE Event in the events table… -
Report showing Navigation setSummary Trying to create a report showing which Navigation Set is used on which profileContent I set out to create what I thought was a pretty simple report. I wanted a … -
Get Total Waiting Time of a requestSummary Get Total Waiting Time of a request for SLA calculationContent Hi, Need help calculating the Total Waiting Time of a Request for SLA calculation. Total Waiting T… -
Report on Incident Status historySummary Audit log of StatusContent Hi , I just want to create a report on the status audit log of particular incident. In its life cycle, if an incident has passed throu… -
Documentation on Agent Overview & Service Overview DashboardsSummary Documentation on Agent Overview & Service Overview DashboardsContent We are searching for oracle documentation on "Agent Overview" and "Service Overview" dashboa…User_2025-01-28-07-06-00-829 43 views 2 comments 0 points Most recent by User_2025-02-01-08-46-19-550
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Fetch Report Results using Custom Script of ReportContent Hi, I want to fetch the records of another report using the custom script feature of the report. Have tried the below code: Code Snippet $holidays = array(); $ar… -
Get relative incident information by statusSummary Get relative incident information by status at previous/present instance of timeContent Hi, I am trying to build a report that shows incidents by status at a par…
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How to add filter to filter out column with values as "No Value"Summary How to add filter to filter out column with values as "No Value"Content I have a requirement, for a report, I want to filter out the records with value as "No Va…
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Report automation to the users available in the reportSummary Report AutomationContent Hi All, I have created a report that contains users and the count of incidents they are assigned to. Now the requirement is that the cli…
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Report to only show first/last record of record groupSummary I wish to only show one record (the most recent one) of all records having same values for col1, col2Content EDIT: my example might have been confusing, so I'm a…User_2025-02-04-18-59-22-034 39 views 14 comments 0 points Most recent by User_2025-02-04-18-59-22-034
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Zero months filterSummary Zero months filterContent Good day, We have a summary report that we are trying to decipher. It was created by someone who preceded me, so I am not sure. I'm jus… -
Number of public answers to a particular date in the pastSummary Number of public answers to a particular date in the pastContent Hi, is there a way to create a report for public answers to particular date in the past? For exa…
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Trying to check the usages of custom fieldsContent Trying to check the usages of custom fields, i have 100+ custom fields which i want to want to clean up unused custom fields. Do we have any way through which i …
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Keyword Search for Customer Entry FieldsSummary I'm trying to create a report where I can search only the customer entry for certain keywordsContent I'm trying to create a report where I can search a keyword f…User_2025-02-01-07-43-22-355 35 views 9 comments 1 point Most recent by User_2025-02-03-22-07-33-802
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Create new report record from a web formSummary is it possible to create a web form from which a user/guest can create a new instance of an (custom) object?Content I have created a custom object with several f…
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Chat Supervisor Queue Snapshot reportSummary Chat Supervisor Queue Snapshot reportContent There is a standard report Chat Supervisor Queue Snapshot. Agent cannot view the records in that report. (i.e when t…User_2025-02-03-16-53-11-440 24 views 4 comments 0 points Most recent by User_2025-02-03-16-53-11-440