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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See what status an incident was at a particular dateContent Hi, So we have a requirement to count how many incidents had a status X at time Y. What's the easiest way to do this? I just need a figure - nothing more. My pro…User_2025-02-03-19-49-57-702 26 views 8 comments 0 points Most recent by User_2025-02-03-19-31-14-086 -
Cannot Nest Aggregate Function or Use On Aggregate ColumnContent Hi all, I am trying to create a dashboard that will give information based on incidents that were manually categorised vs what goes through our automated categor… -
Reports accessible out side OSvC through a URL?Content Can we access (read only) the public reports outside OSvC via a URL. It should not ask for any logins/ authentication. If this is not supported out of the box, c… -
Average answer time for emails repliedContent Hi everyone, I wonder if anyone has a report they can share that would do the following: I am looking for a quick way how to find out how many e-mails were repli…
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Wait Time (Listening) calculation question on Chat reportContent Hi there! I have create a report (pdf of report and definition attached). I need help verifying that the column called "Wait Time/Listening" is calculating what …User_2025-02-01-08-18-48-897 17 views 2 comments 0 points Most recent by User_2025-02-01-08-18-48-897
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Agents available for Chat - Visual representationContent Hi, I've been tasked with creating a visual representation of agents available for chat. I think we can do this using a Gantt chart. As you can see from the char…
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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
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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 10 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 37 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 31 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 …
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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 58 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 15 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 38 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 20 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…