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Reporting & Analytics for B2C Service
Discussion List
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Total surveys sent by monthContent I know how to get total surveys sent, but I'm struggling to break that down by month. Any suggestions? -
Fetching Mapped Workspaces for All ProfilesContent Hi, I'm trying to generate a report in Rightnow which shows all the profiles and workspaces mapped to each profile. In that report, I need following 3 details. 1… -
Alerts - Only include the last incident that meets the exception criteriaContent Hi, I have created a report that sends an Alert every time a chat goes abandoned. I based it on an exception with the following parameters: Expression: chats.fir…
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How to change the date of the column chat_rt.first_engagedContent Hi guys, I have created a real-time chat report with the "chat_rt" table. The problem I have is that when a client is waiting for an agent to accept the chat inv… -
Creating a custom script to remove unwanted dataContent Hi, We have an integration with our ACD that when a phone call is answered by an agent, a customised contact search report is popped in Oracle Service Cloud. The… -
Alert for Abandoned ChatsContent Hi, I was wondering whether somebody has done anything similar. I have a request to create an Alert every time a chat goes abandoned from a specific queue. The A…User_2025-02-03-16-51-39-328 30 views 3 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Contact audit log report should show all updatesContent For one of the contact, date last updated is today (18/01/2018 03:23). Audit log is not showing that date.(Refer attachment) Contact audit log report is not capt…
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Get a report which matches multiple criteriaContent I want to get a report of Organizations which have expired on their support contract (SLA instance) last quarter. I do not want the org to show up if they have a…
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Abandoned Web chat wait timesContent Hi there We are trying to identify how long customers have waited for before abandoning their chats. Can anyone tell me if this can be done and what field/s we'd…User_2025-02-03-16-25-59-941 18 views 2 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Database and File Storage report other than VCIOContent Is there a way to report on what is taking up the database and file storage? We can see in the VCIO, but want to know things like what kinds of files (Incident a…User_2025-02-03-18-13-34-376 57 views 3 comments 0 points Most recent by User_2025-01-30-19-06-33-073
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Chats reportContent Is there a report that shows for hours of the day how many agents were online vs. how many chats were active vs. how many chats were on hold? if it does not exis…
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Proper use of count function on reportsContent I'm facing a problem while building a report . I'm trying to count the total number of chat session a client had with us. This is the report: I tried to create a… -
Merging 2 text areas in a report column.Content Hi All I am trying to merge 2 text area fields into one column in a report but I am getting "expecting non-blob, found blob" error. Is what I am trying to do imp… -
Last Referring URL Report for ChatContent Hey everyone, I am attempting to build a custom report to show the Last Referring URL before a Chat Request. I have built a "referrer" report where I used "click…User_2025-02-01-08-41-04-877 19 views 4 comments 0 points Most recent by User_2025-02-03-20-04-14-449
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Changing size of custom fieldContent Hello, In an effort of controlling data quality, we would like to limit a custom field from 255 characters to 10. There is data currently in this field that woul…
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I need help calculating with Live Chat reportsContent I am using the chat_queue_stats_rt table, it seems that it is not possible to make calculations with it. I need to have the real-time calculations of a Chat queu…User_2025-02-03-17-19-40-969 30 views 4 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Scheduled report only had 10,000 recordContent Hello All, This is the first question on this forum as i am kind of new to Oracle Right Now CRM. i scheduled a report and i was successful in doing it however th…User_2025-02-03-19-31-37-724 39 views 2 comments 0 points Most recent by User_2025-02-03-19-31-37-724
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Difference between user_trans and account_session_historyContent I'm doing some reporting on Staff Accounts and noticed that when I report on logins between these two tables, I get some differences. For instance, for Start Dat…User_2025-02-03-18-13-34-376 45 views 6 comments 0 points Most recent by User_2025-02-03-18-13-34-376
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Sort Report Roll-ups by Group CountContent Is there a way to sort roll-ups by the group count? It appears that the only options that are available are to sort the roll-ups alphabetically... Alternatively,…User_2025-02-03-23-55-43-518 24 views 7 comments 0 points Most recent by User_2025-02-03-23-55-43-518
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Default Reports on HomepageContent Hi Is there any way to set default report more than one report? I know i can add a dashboard as default. But i need to open three seperate reports as default on … -
how do I remove the black marked area in my search report?Content Hello, how do I remove the black marked area in my search report? Thank you for your feedback. Regards, DanielUser_2025-02-03-20-43-55-510 12 views 2 comments 0 points Most recent by User_2025-02-03-20-43-55-510
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Selecting multiple rows / sending row data to an add-inContent Hi everyone, My use case is that the agent: 1. Opens a report (and optionally uses filters) to view some/all of their help articles. 2. Selects some subset of th… -
String function to hide text after a characterContent Hi all. Can anyone suggest a string function that will hide part of a string after a certain character? For example: * Replace this: What I need to see - what I …
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Changing CurrentDate format field in report headerContent Hi All Is there a way of changing the {CurrentDate} text field format from mm/dd/yyyy to dd/mm/yyyy We have tried several options but to no avail. We also tried …User_2025-02-03-19-35-06-088 25 views 3 comments 1 point Most recent by User_2025-02-03-16-51-39-328
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Dashboard > Reports are being open in the same spaceContent I have a dashboard and around 06 reports are placed on it. Now i have configured drill downs and when i click on a drill down then the next level report is being…
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Avoid email duplicate by Using 'GROUP BY' in Console AnalyticsContent Hi All, I have one requirement to group by the records by email.I have tried the "Group Result" functionality. If I gave only email column its working fine.Once … -
Alert not sending immediatelyContent Hi, I have set up an exception on a report to alert me when a profile for staff accounts have been changed to a specific range of profiles. The alert is working … -
Having a report display a queue even when there is no Incidents in the queueContent I have worked on the attached report for a couple of our clients (attached version slightly redacted) One of the objectives of the report is to list all of the q… -
Custom Sorting/Ordering based on a Hidden ColumnContent Hi, I have a report based on the "chat_queue_stats_rt" table and would like to create a custom order for the displayed queues (other than alphabetical - I need s…
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Trying to show Last Login time for all active agentsContent I'm working on trying to put together a report that shows me all active Staff Accounts as well as each Staff Account's Last Login time. The built-in report "Staf…