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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Delete row if match is found with previous rowContent Hi, I have a report that brings back incidents and various bits of information. The Incident Reference number will be repeated but I've sorted it in a way where … -
Report on Text Responses within GuideContent Hello, One of our teams would like to use a guide with text questions/responses, then pull reporting to see what exactly the responses were. This guide would be …User_2025-02-01-08-53-36-401 13 views 0 comments 1 point Most recent by User_2025-02-01-08-53-36-401 -
Nested aggregates question?Content Good Afternoon! I am trying to put a report together that shows the total spend for each agent. It would normally be a pretty straight forward formula of "sum(to…User_2025-02-03-20-32-49-592 11 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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Reporting off a new site within the same interfaceContent We are currently going through the process of moving some of our content into two new categories which will lie on the same interface but will have two new sites…
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Display duplicate incidents (emails) from the queueContent Hi, I am quite new to reporting so I hope my question will not be too trivial. I am trying to create a report that would show only the incidents in our Qs that c…User_2025-02-03-16-51-39-328 39 views 9 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Need Chat Agent Response Time on reportContent Hi there! We use chat extensively and we us the auto-response to say,"Thank you for using Live Chat. This is Corine, how may I help you?" I need a way to find ou…User_2025-02-01-08-18-48-897 32 views 4 comments 0 points Most recent by User_2025-02-01-08-18-48-897
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How to intercalate interval fieldsContent I'm doing a report with the incidents of a certain period using year/month to group the date field. I also want to show the percentage side-by-side with this fie…
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Convert and Sum a Text Field to a Time FieldContent I am attempting to Sum the total of Hours and Minutes of a text field for a report. The current text format is HH:MM. I need it converted into HH:MM numbers and … -
Using column total in calculationsContent I'm sure there is an easy solution for this, but I feel like I am tilting at windmills now. I have a cross tab report that breaks down chats by hour intervals, g…User_2025-02-03-19-02-06-857 59 views 2 comments 1 point Most recent by User_2025-02-03-20-37-52-959
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Live incident servicing time calculationContent I am unable to generate live report on the servicing time similar to milestones report since the incident performance report only generated overnight. Anybody ab…
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Highlight current asset within an incident when contact has multiple assets.Content I am trying to highlight the asset that is assigned to the current incident when the contact has multiple assets. We have many contact records that have multiple…User_2025-02-01-08-41-50-757 16 views 4 comments 0 points Most recent by User_2025-02-01-08-41-50-757
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See how many incidents an agent has closed?Content Is there a report created or we can make (which fields?) to see which agents closed (resolved) how many jobs, taking into a consideration that an agent may not h…User_2025-02-03-19-49-57-702 36 views 3 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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Creating custom report with queue and categoryContent Hi. We aren't very skilled in Oracle and have been reviewing all of these documents but were still having issues creating a report. We don't know how to get what…
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Hide recent dataContent Hi, In the report search page how I can hide the recent data section, find the highlighted area in the attached image.
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Incident Details/Agent Queue Report (To Use as a Report Link) - Analytics Cookbook RecipeContent Incident Details Report Agent Queue for Report Linking Author: Kenny T Oracle Service Cloud Analytics Product Manager Difficulty rating: (Basic) Target persona: … -
Yesterday's Backlog + Today's Created IncidentsContent Hi, I am fairly new to reporting and analytics so please bear with me if this is something that should be obvious. I've done some searching and I've tried to fig…
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Report Schedule Management - "sent from"Content The new Report Schedule Management feature is a very helpful feature. We are however currently struggling to see who the report is sent from. Does anyone have an…
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How to create a report on Custom FieldContent Dear All, I am looking for detailed information, if anyone can share, i have a requirement which goes like this: Similar to Status Field in incident Workspace ( …
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Query of CustomFieldsContent I have a custom field in Orgs, which would like to have a search only of this field with distinct, because if it is many records, the query is not running. Any s…User_2025-01-28-01-20-07-657 39 views 2 comments 0 points Most recent by User_2025-01-28-01-20-07-657
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Get multiple answers in one row for feedbackContent Hi, We have a survey with 3 questions something like: * Why did you leave this feedback? (Several checkboxes) * What rating do you give? (Several radio buttons) …
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Select Join - allow different type of joinsContent Looking at https://cloudcustomerconnect.oracle.com/posts/66caf8788a - wondering if this was put in or there is a workaround? I currently want to pull all survey …
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Creating a report for Custom FieldContent Dear All, I am looking for detailed information, if anyone can share, i have a requirement which goes like this: Similar to Status Field in incident Workspace ( …
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Letting Users See Attachments from a ReportContent Hi all, We have a daily report wherein customers can send in screenshots to us showing a bug in our game. We have this report auto-email interested internal user…User_2025-02-03-18-33-19-109 19 views 2 comments 0 points Most recent by User_2025-02-03-18-33-19-109
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count combined with ifContent Hi all, maybe I am thinking too complicated, but there is a challenge I have currently no solution for: I am trying to count records with an if condition. That i…
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Agent Reports for Incidents and Chat created today by hourContent Does anyone know if there is a report available that can show me: 1. Incidents & Chats that were created (Today) by hour. 2. Which agent picked up/resolve the in…User_2025-02-03-18-52-34-989 28 views 1 comment 0 points Most recent by User_2025-02-03-17-19-59-884
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Incident Counts for Historical Reporting ChangingContent I'm scratching my head over here. I have a very basic report (definition image attached) that I have been using to look at month over month trends since we start…User_2025-02-03-16-43-35-294 15 views 3 comments 0 points Most recent by User_2025-02-03-16-43-35-294
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Limit the number of records to 5 in a reportContent Hi All, I am trying to limit a report such that it should show only 5 records. I have a custom object called bill with bill date, bill number etc as fields. My r… -
meaning of threads.seq - and howto filter on itContent Hi all, I've got a small challenge: I try to filter out the 1st contact of a customer within an incident, and my intention is to use the threads.seq field. My as…User_2025-02-03-17-17-22-167 35 views 5 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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Top align rich text in custom reportContent Hi, I am facing problem in making rich text top align in custom report. In custom report, if you use plain text you will see it all run together but if you are u…User_2025-02-03-20-08-03-425 33 views 2 comments 0 points Most recent by User_2025-02-03-20-08-03-425
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How can I create a report that shows all answers with no review date?Content I'm trying to set up a report that shows all public answers in our Knowledge Base that do not have a review date set. I would have thought that a filtering on an…User_2025-02-01-08-35-57-502 32 views 2 comments 0 points Most recent by User_2025-02-01-08-35-57-502