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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Answer Effectiveness Micro View - Analytics Cookbook RecipeContent Answer Effectiveness Actionable Knowledge Foundation Author: Joe Landers Difficulty rating: (Basic) Target persona: Business Analyst, Training Manager, Knowledge… -
Knowledgebase Performance - Analytics Cookbook RecipeContent Knowledgebase Performance Actionable Knowledge Foundation Author: Joe Landers Difficulty rating: (Basic) Target persona: Chief Customer Officer, VP Operations, B…
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KB/CP/Guide Usage Summary - Analytics Cookbook RecipeContent Usage Summary Summary of CP, Knowledge, and Desktop Usage Author: Joe Landers Difficulty rating: (Basic) Target persona: Chief Customer Officer, VP Operations, B…
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incidents.search_thread and phrasesContent Hi, I created a report to use incidents.search_thread to search incidents. The idea is to be able to search for a few keywords or a phrase describing an issue. I…User_2025-02-01-07-03-13-295 50 views 1 comment 0 points Most recent by User_2025-02-03-20-08-03-425 -
Report with a filter on a column which is not a primary keyContent Hi everyone, To respond to my client's need, I activated the option "Email Address Sharing" to allow the creation of multiple contacts with the same email. The a…
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Dynamic column generation using Report Custom ScriptsContent Is there any way to dynamically generate column from a custom filed value in Report? For eg: I have a custom filed c$type with values Request, Complaint, Enquiry… -
Schedule times - which timezone?Content I have a report that is set to be using a different time-zone than the one I am in. I was asked to schedule this report for the people in the report's time-zone.…User_2025-02-03-16-51-39-328 33 views 6 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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How to backlog and find when an incident was assigned to an agentContent Hi All, I have a reporting query. My requirement is to find the count of assignments of incidents that were assigned to a particular agent on a backdated time. F…User_2025-02-03-19-31-14-086 25 views 5 comments 1 point Most recent by User_2025-02-03-19-54-01-010
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Export/Print Formatting or Layout IssueContent I'm having an issue with exporting and/or printing a dashboard. Here's my scenario. Please let me know what I may be doing wrong. I've created a dashboard that i…User_2025-02-03-18-15-20-995 26 views 2 comments 0 points Most recent by User_2025-02-03-18-15-20-995
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Multi-select by checkbox / form controls in a reportContent Hi, I have a report for incidents that has a drill-down level to show a preview of the email text. Our supervisors use this to check similar incidents. They want…User_2025-02-01-07-03-13-295 37 views 2 comments 0 points Most recent by User_2025-02-01-07-03-13-295
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If String Contains then ...Content Hello All We have a telephony data feed into Servicecloud. There are multiple (Telephony) lines for the same client. For the purposes of a report I want to group…User_2025-02-03-16-56-52-129 35 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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Category MapsContent I was asked by a colleague to assist in creating something to show a full map of categories used in the product. A few changes happened here and there and we end…
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Can we report on Answers Viewed by Keyword Search?Content We're looking for a report that will show Answers Viewed based on Keyword Searches. So for example, if the search was "returns," and let's say I get 50 answers i…User_2025-02-03-19-48-53-278 26 views 2 comments 2 points Most recent by User_2025-02-03-19-48-53-278
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Duplicated results, how to remove duplicates?Content I have a report showing how many chats an agent has taken, handle time, wait time, wrap-up time, surveys completed on the agent, % of issues resolved (based on s…User_2025-02-01-08-49-58-624 82 views 2 comments 0 points Most recent by User_2025-02-01-08-49-58-624
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Chat Summary Recipe with 30 minute intervalsContent Hi all - We're using the recipe located here: https://cloudcustomerconnect.oracle.com/posts/df92150e62 but we need the reports listed in a 30-minute interval. I …User_2025-02-03-17-16-28-475 4 views 0 comments 0 points Most recent by User_2025-02-03-17-16-28-475
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Ticket Report - Tickets by ContactContent Hello, I am in need of creating a report for a client in which they want to know who is submitting the tickets. So basicaly I need to just have a report where...…User_2025-02-03-18-36-38-730 18 views 3 comments 0 points Most recent by User_2025-02-03-18-36-38-730
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Anyone used "Chat Agent Performance Intervals" in a report with luck?Content Hello all - I have another challenge for you - I am attempting to build a report OR add to an existing report the Chat Agent Performance Intervals. We need to sh…User_2025-02-01-08-18-48-897 22 views 1 comment 0 points Most recent by User_2025-02-03-20-31-45-958
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Batch exception - HandlingContent Hi All, i am trying to insert records to contact object using batch(.net) . A batch contains 1000 records. Records 1 email id = ****@gmail.com records 100 email …User_2025-02-03-17-31-40-230 24 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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Where is Search Priority Word information stored?Content I need to create a report that outputs the configuration info for the Search Priority Words within the logged-in interface. But everywhere I've looked, I've come…User_2025-02-03-19-48-39-282 25 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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Report "All incidents": show sla nameContent Hello, I want to display the sla name in the report "All incidents". Therefore I add the column incidents.sla_id to that report. Next step is to add the column s…User_2025-02-03-19-37-39-407 11 views 2 comments 0 points Most recent by User_2025-02-03-19-37-39-407
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'Keyword trend' for incidentsContent Hi, I'm more familiar with answers than incidents... for answers we use a fantastic report from the Cookbook to show keyword trends. I'd love to build something …User_2025-02-01-07-03-13-295 24 views 0 comments 0 points Most recent by User_2025-02-01-07-03-13-295
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Top 5 Calls by Program?Content We have monthly reports that provide call data counts by Program and Category. Is there a way to query for just the Top 5 calls per Program in one report? I can … -
Report for Campaign segmentationContent Hi Guys, I am trying to create a report which uses two tables:one custom object and contact. We are trying to pick the records which have the same value for one …
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Logical FunctionsContent Hello all - I tried to perform a search to see if I can find anything that may help and i've tried a few options and haven't had any luck. I'm trying to create a…
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Generating radar chart from custom fieldsContent I have a number of fields available on a incident workspace. They are menus with options 1 to 5. I need to be able to get these values (based on a single inciden…User_2025-02-03-19-34-13-477 19 views 6 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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having count > n in ReportingContent Hi all, from my SQL experience I know a statement "having count (fieldname) > 1. Is there a similar possibility as well available in Reporting and Analysis? Fina…
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First Agent Post report assistanceContent Hello everyone! I have created a report for our Live Chat team that will calculate the Agent Response Time. I have 2 questions concerning this report: 1. I need …
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Report stopped working due to amount of data.Content Hi, I have a problem with one of our scheduled reports. It is supposed to show aggregate of all agent achievements in monthly intervals for the last 6 months Thi…User_2025-02-03-16-51-39-328 49 views 9 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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LongText as Filter in ReportsContent We have a requirement where we need a long text as a filter. Can AnyOne Please suggest how to achieve the same. RegardsUser_2025-01-29-00-47-12-825 18 views 2 comments 0 points Most recent by User_2025-01-30-19-06-33-073
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Total Solved case Count month byContent Hello Team, I need a help for creating one custom report where I need total count of case which is solved month by. I have attached the screen shot they way I ha…