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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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What is the question_sessions.type?Content The title is pretty much self-explanatory. I'm new to Oracle Service Cloud, going through the reports and I would just like some elaboration on what this column … -
Report Formatting QuestionContent Hi there, I have come across a weird situation with two reports I have set up in Service Cloud. I've gone in and set up manual formatting for when the reports ar… -
Grouping the menu options in report filterContent I have contact type with following menu items (contacts.ctype_id) 1. PRS 2. Calling for Self 3. Calling fo Family 4. Professional I want to group item 2,3 & 4 as…User_2025-02-03-16-53-11-440 33 views 0 comments 0 points Most recent by User_2025-02-03-16-53-11-440
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Custom Report - Random sampling of 5% Incidents created in a specified time period.Content We have four customer quality assurance analysts that evaluate 5% of incidents created for a period of one month. So far, I have a report that displays the numbe… -
Statistics user access to website dataContent Dear All Now, I want to count the detailed data of the user's visit to the website, such as clicking on the number of answers and clicking on the number of searc…User_2025-02-03-18-44-16-463 16 views 5 comments 0 points Most recent by User_2025-02-01-08-17-55-035
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Reporting on incoming incidentsContent I am trying to see if my approach is correct. I want to see all incidents that are coming to a specific Q. Am I right in writing a simple report with the only fi…User_2025-02-03-16-51-39-328 34 views 3 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Customer satisfaction evaluationContent Dear All Now, I want to calculate satisfaction based on the evaluation of the terminal customer's agent service. But I didn't find a good way. Please refer to th…
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Copy a folder of reports?Content Is there any way to copy an entire folder of reports? I see you can delete an entire folder (which is dangerous), but I can not find a way to copy an entire fold… -
Exact expression search for incident threadsContent Hey everyone, I am trying to implement a requirement to search incident thread entries for exact expressions. For example, search for particular strings like "th…
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Debugging a PHP Initialization ScriptContent I upgraded from May 2016 to V 18B, and I've encountered an error. The initialization script for report A internally executes reports B and C and fetches data fro…
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Report is opening a different workspace - not intendedContent Hi, I have created a grid report having joins of custom objects. I have added this report in a tab using a report control. When I click on Add new in this report…
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Is there a way to Set Text Search Filter give dynamic results?Content Hi Experts, I have created a report that contains my newly made custom text field called "Company Name" I made it as a filter for searching, My problem is that i…
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Historical reporting on average Age of Incidents in QContent Hi, I have a requirement to report on historical values for Average Age of Incidents in a Q and cannot wrap my mind around it. Has anyone done anything similar? …
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Team wise Report FiltersContent Hello, I want to make fixed filters on report so that manager can see only his/her relevant team's reports on dashboard. For doing that, I have to create differe…
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Adding time (business hours) to a dateContent Hi All, Is it possible to add some time to a date so the resulting date takes care of weekends and working hours based on some SLA? For example, if I add 16 hour…
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Report using ascii text insteadContent I have a report that where I display the threads of the case and some threads display ascii text. I am unable to see how I can have it display the "real" text, l…
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BUI extra spaces in fields when report gets exported to ExcelContent I have a report and when I export it to Excel from the admin tool, it looks fine. But when a user exports the same report to Excel using the BUI, it adds spaces …User_2025-01-31-02-50-15-254 16 views 1 comment 0 points Most recent by User_2025-01-31-02-50-15-254
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Incident Closures by Group - Analytics Cookbook RecipeContent Incident Closures by Group Total Closures versus Distinct Incident IDs Author: Colby Ross Difficulty rating: (Beginner) Target persona: Department Managers, Staf… -
Incidents assigned to different users.Content I am trying to create a report that would show all Incidents from a specific Q (they don't need to stay in the same Q) that were assigned by specific people to o…User_2025-02-03-16-51-39-328 30 views 2 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Cross Tab is not summing properlyContent Hello, I have a list of records that total $47,181,853. When I export the list and do a pivot table in MS Excel I get the expected results. However, when I do th… -
Time incident handledContent Hi guys, I need to create a report that shows 1. contact email 2. incident ref 3. count of threads 4. total time incident for contact handled (from new incident-…
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What does this mean?Content When exporting a report to a PDF I get an error message: Oracle Service Cloud Error An error has occurred. Object reference not set to an instance of an object. …
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Simple questions of IF/ELSE statementsContent I have a variable as follows in a report: date_diff(incidents.closed,incidents.created)/1 I have a column defined as the following: if($tUser_2025-02-03-19-49-57-702 31 views 2 comments 1 point Most recent by User_2025-02-03-19-49-57-702
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Calculating time of incident resolution after escalation?Content Hello, I want to add column in report to calculate time taken to resolve incident after that incident is escalated. It should display time in hours and minutes f…
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Daily Responses Sent - only display totalsContent Hi, I have a report showing number of emails answered from each Q yesterday and how many of them were answered within 24 hrs. As you can see in the attached, the…
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Reporting various Incident Thread Types in one cellContent Hi, Can anyone help with the expression for the column that would output multiple thread entry types in one cell? I. e. I need to have a cell that contains all t…
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Workspace RulesContent Hi, Is there anyway to obtain a report where are all the rules defined in the incident workspace? RegardsUser_2025-02-03-18-08-05-360 31 views 4 comments 0 points Most recent by User_2025-02-03-18-08-05-360
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Filter to Concat numbersContent I have a report that Ipm trying to using a filter thats concat numbers. I know the function concat is only for string. How can I convert integer to string? Thank…
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Question about chat_agent_sessions.engaged_secsContent The data dictionary describes this column as "The total time (in seconds) the agent spent chatting during the session." But what does that mean? Is that the seco…User_2025-02-03-18-52-20-540 17 views 1 comment 0 points Most recent by User_2025-02-03-16-51-39-328
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Can you track when a user clicks on the Fill Inbox button?Content I would like to create a report referencing the timestamp when a user clicks fill inbox. Version Service Cloud