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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Dashboard LayoutContent Hello folks, I have current dashboard with 3 reports in it (see attachment "dashboard 1") and I want to change it's layout to 4 and add new report but unfortunat…User_2025-02-03-20-08-55-527 48 views 0 comments 0 points Most recent by User_2025-02-03-20-08-55-527 -
Reports for KPI CalculationContent Hi All, We have a requirement of generating a report for KPI calculation for the following parameters. a)Open time(creation time of the incident) b)Pending-Inpro… -
Time Difference Between Dates of Completed TasksContent Hi all, I am trying to build a report that calculates the time that each incident was in certain stages based on the dates the tasks were completed on. We can th… -
Tracking Accounts that never Log InContent Hi All, In trying to manage our staff account licenses, we are trying to develop a report that will tell us if a user account was created, but never logged in. W… -
Running Time Using If StatementContent Hi All, Can someone help he how can I get the Running Total of Days Open and Turn Around Time for my report. This two should be in one column and i think i need …
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Custom Report Display Error "A generic error occur in GDI+"Content Hi, I created one custom report which display data from incident table and made join with Thread table. I also set some filters to optimize the search result. Wh…User_2025-02-03-20-08-03-425 30 views 4 comments 0 points Most recent by User_2025-02-01-07-03-13-295
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Track Fill Inbox ButtonContent Does Oracle track every time a user clicks the fill inbox button and can I create a report showing those results? Version Service Cloud
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OSC Tect AnalyticsContent Hi All, Currently, we are using OSC as our main tool for our Chat Support. I was assigned to create FAQs for Chat or common questions that are being raised in ev…
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All Survey Responses in One Row, Without CrosstabContent We are trying to export our (transactional) survey results as a CSV file, and then have the results loaded into a different system for further analysis. The othe…
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Remove report schedule from user private folderContent I have a few report schedules I would like to delete but the reports are in report private folders that belonged to users who are no longer with us and who's use…User_2025-01-31-02-50-15-254 25 views 3 comments 1 point Most recent by User_2025-01-31-02-50-15-254
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Find All Invalid Email AddressesContent Hi, I'm looking to build a report so that I can find all invalid email addresses on our contact records. What object will I find this field in? When I'm looking …
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Calculating Number of Days Between sysdate and Update DateContent Hi all, I have a column in my report to display the number of days between the current date and the date the record was last updated using some report functions.… -
Report on concurrent sessionsContent I would like to know the maximum number of concurrent sessions for any given time period. For example, at what time today were the most number of sessions being …User_2025-02-03-20-44-43-163 48 views 2 comments 0 points Most recent by User_2025-02-03-17-17-13-640
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Cannot get the custom script to work.Content I've the below custom script, which for some reason is returning the value 0 in the first column of the report. The similar code is in the other report , which w…
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Search Knowledgebase UsageContent Is there any way to report the number of times a user uses the Search Knowledgebase tool in the Incident Thread Control? I notice the base report 125 stats do no… -
Toast Notification via ReportContent Hi All, I have a requirement to send toast notification for the Agent while the incident count equals to 1000 via Report for example: I have 3 groups called A, B…
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How to use nested logical If() function to show a relevant category value in a column ?Content I have a scenario where I have 3 categories. (Basic, Economy,Luxury) If the value of a column is less than 25 its basic. If value is less than 60, its economy an… -
Initilisation script not runningContent Hi, Using the code snippet below in the custom script editor of a report, under the initilisation tab, the code doesn't seem to run. Any ideas why? We have sever…User_2025-02-03-19-49-57-702 22 views 2 comments 0 points Most recent by User_2025-02-03-19-49-57-702
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Dashboard Report Calculation IssueContent Hello, I have multiple reports on my dashboard but having issue with "Incident summary" report. It calculates all statuses of incidents except "Opened" only. I h…
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Answer export with list of associated productsContent Hi all, I'm currently having a problem creating a report that shows me ALL of the products associated to a particular knowledge article. When I do an export and …User_2025-02-03-16-29-47-183 37 views 5 comments 2 points Most recent by User_2025-02-03-16-29-47-183
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Regarding Action column in ReportContent Hi All, I am totally new to RN Analytics and have a small question regarding the Action column in Report. Actually, I am still on the way of learning Report and …
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Create to Final Resolved not working as expectedContent Have this column defined as below: sum( if( inc_performance.intv_type = 4, inc_performance.rel_time ) ) I'm hoping it'll show me the time in seconds associated w…User_2025-02-03-19-49-57-702 37 views 10 comments 0 points Most recent by User_2025-02-03-19-49-57-702
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Runtime Filter using LogicalContent Hello, This is something so easy in standard SQL but I'm struggling with in OSvC, how do you do multiple logicals for example ((a & b) or (c & d) or (e and f)) ?…User_2025-02-03-17-08-02-219 29 views 13 comments 0 points Most recent by Sebastiaan Draaisma-122509
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GDPR v Archived IncidentsContent Hi, I am wondering whether anyone is battling the same issues we are. I had a similar topic posted before, was given tips that still require further development,…
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Time in Waiting StatusContent I have been trying to tweak the report 'Time in Status' shared in the Analytics Cookbook: https://cloudcustomerconnect.oracle.com/posts/217d3f8d00. What I am aft…User_2025-02-03-17-20-20-749 70 views 2 comments 1 point Most recent by User_2025-02-03-17-20-20-749
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Time to Resolve, excluding WaitingContent Hopefully I'm just overlooking something simple, but how can I find the total time to resolve a ticket excluding time a ticket was in a status type of waiting? I…User_2025-02-03-21-53-19-701 46 views 5 comments 0 points Most recent by User_2025-02-03-19-49-57-702
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Survey Choice Response Rate Exceeds Query SizeContent Hi, I'm using the Report 7032 - Survey Choice Response Rate, and on our Customer Satisfaction survey, which has over 400k responses, I can't pull any information…User_2025-02-03-17-57-37-588 8 views 0 comments 0 points Most recent by User_2025-02-03-17-57-37-588
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Concurrency at Interval LevelContent Hi there, I'm having some trouble getting concurrency to calculate correctly at an interval level. If I use the out of the box Chat Concurrency Factor calculatio…
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5+ chats abandoned within 30 minsContent Hi, Hoping somebody uses something similar or will know how to proceed. I made a report to show abandoned chats (customer left before agent got engaged) and want…
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Audit TablesContent Hello, Hoping someone can add to my list of fields that they use to audit what users in the agent console have done and changed? These are the ones I've used, do…