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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Clickstream Report by Contact for Workspace ReportContent Hello All, I am looking to use the standard Clickstream report that we have and I want to be able to pull the Browser and Version for each user into a separate r…User_2025-02-01-08-40-26-447 24 views 5 comments 0 points Most recent by User_2025-02-03-19-30-01-975 -
In a nested rollup, display average of lowest levelContent I have a chat report that I have rolled up by Agent and then under each agent, I did a 2nd rollup by the Interval type, So I have two areas, Time as Lead Agent a…User_2025-01-31-02-50-15-254 16 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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Sumifs/Countifs Function?Content Hi there! I am trying to count something in a report that meets criteria in two different text fields. For example, the formula I would use in Excel would be: co…
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Errors Downloading Cookbook zip filesContent Hello, I tried downloading three different files (Top Keyword Trend, Answer Effectiveness and Answers Not Used) on Chrome and IE on two different computers - one…User_2025-02-03-18-27-59-584 23 views 2 comments 0 points Most recent by User_2025-02-03-20-10-42-447
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Report to show number of answers proposed by an accountContent Hello , There is scenario where i am trying to create a report which shows the number of incidents solved, unresolved and answer proposed by a particular agent/ …
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Trying to count field with text as a data typeContent Hi there! I'm fairly new to the analytics side of Oracle and I need some help with functions. Specifically, I'm trying to count the number of entries with a spec…User_2025-02-03-20-32-49-592 35 views 2 comments 0 points Most recent by User_2025-02-03-20-32-49-592
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Reporting totals in circle LEDContent Hey guys and gals! So I have had a month since MSE and forgot so much. I tried to rewatch the videos but my mind goes blank lol. My problem is.. I want to just s…User_2025-02-03-19-20-35-072 25 views 4 comments 0 points Most recent by User_2025-02-03-19-20-35-072
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There has been an error with your request.Content So I have the code has shown below. One column in this report was created by going in to design the report in the console, going to Computed Fields, clicking on …User_2025-02-03-19-49-57-702 25 views 5 comments 0 points Most recent by User_2025-02-03-23-55-43-518
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What are the various attributes in transactions table for a status change?Content So I have the below from the transactions table. I see that Attribute 1 is changed to the value of 3 when I choose "Pending Information" for the status. The valu…User_2025-02-03-19-49-57-702 23 views 2 comments 0 points Most recent by User_2025-02-03-19-49-57-702
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Averages not working as expectedContent Hi, I'm running two sets of ROQL queries as follows: SELECT Incident.Queue.LookupName as QUEUE, AVG(date_diff(CreatedTime,'2017-05-31 21:10')/86400) as 'AVG' FRO…User_2025-02-03-19-49-57-702 16 views 1 comment 0 points Most recent by User_2025-02-03-19-49-57-702
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Add button/image to Quick Search report to Add New Contact/Incident, etcContent Hi, Our agents heavily use the Quick Search functionality to find Contacts, Addresses (a custom object we have) and Incidents. Everything works fine if they find… -
Dynamic Search ReportsContent Hello dears, Is it possible to create dynamic search reports? Here is the scenario we are looking to achieve: - User opens the report and gets a filter asking hi… -
Showing avergae amount of days an incident is open before being resolvedContent As the title says really - anyway we can show this? So if we group by hour, how can we see at any hour between the very start and now, how long on average an inc…User_2025-02-03-19-49-57-702 37 views 2 comments 0 points Most recent by User_2025-02-03-19-49-57-702
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Reporting on KB usage across set IP range using clickstreams tableContent Hi everyone I've partially solved this problem, however I hope it can be done easier as currently it completely bogs down my Excel since I have to do a lot of fi…User_2025-02-01-08-17-55-035 49 views 9 comments 0 points Most recent by User_2025-02-01-08-17-55-035
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Restart the SLA timestamp when transferring queuesContent Define that the SLA for first response will be 1440 minutes when the ticket is created. I would like that when a ticket is transferred to another queue the time …User_2025-02-03-17-19-40-969 28 views 5 comments 0 points Most recent by User_2025-01-31-22-56-08-446
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How can I build a chat "chain of custody" report?Content Hi, I am trying to build a report whereby I can see when a chat request has been declined by one of our agents. So far, I have only been able to find an OOTB rep…
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If agents don't check 'Send on Save'Content Hi Everyone, I'm new to Right Now. When responding to a guest via email, if 'Send on Save' isn't checked, will a response send to the guest? If not, is there a w…
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Show all requests by category and then by sourceContent Hi, So the report I need has the columns as the the various types of source and the rows are the different categories Category | Total Raised | Percentage of Tot…
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Count time between two dates using a SLAContent Hi, I would like to know how I can calculate a date as SLA calculates the due_date in an incident, but instead of using the incident created date, use a custom d…
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Chat Report to show Time when Chatter is waiting for a response from the customer.Content Hello there! Has anyone found or create a report that would detail the time when a chatter is waiting for a response from the customer. I have not been able to f…User_2025-02-01-08-18-48-897 34 views 0 comments 0 points Most recent by User_2025-02-01-08-18-48-897
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Analytic Report Row CountContent Hi, I have used a .Net code for fetching Report data.But at a time i can able to fetch only 10,000 data in a report.To overcome those I have used a looping conce…
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Report of 2 survey questions in one surveyContent Hi community, I am having an issue here and I tried a lot of different stuff but unfortunately I cant get it running - hope you guys can help! We have a survey i…User_2025-02-03-17-27-31-522 16 views 6 comments 0 points Most recent by User_2025-02-03-17-27-31-522
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Message Base table not showing on the Report tablesContent I'm trying to create a Report to show some Message Base entries but although I find the Message Base table (table "massages") at the data dictionary it is not sh… -
Mailings - Detail behind the total opened / unique opens / total cliked / unique clicks etcContent hi folks. I have created a report that lists mailings that have been sent and the sent / opened / clicked / replied / unsubscribed information. I am aware there … -
How to index out-of-the-box fieldsContent How do I create an index on a field that came with the Service Cloud application? We are able to create indices on our custom fields via the Object Designer, how…
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Report Incidents with Completed Tasks ONLYContent Hi Analytics Gurus, I'm trying to create a report that shows me only those incidents whose tasks have been completed. I can generate a report that shows me incid…
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Transactional report (Matrix) results by Incident NumberContent Hello everyone, Do you know if there is a way to generate a report representing results of a matrix - type transactional survey by incident number. I mean the in…
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Compare values using different expressions- VlookupContent We have two different tables that we need to include within the same report. Table 1 = Incidents. Total incidents logged by Agent Table 2= Calls. Total calls rec…
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Agent duration in current statusContent We regularly use the standard Service Cloud Current Chat Agent Statistics report to monitor our team activity. However, I am curious if anyone knows how I might …User_2025-02-03-22-12-27-452 25 views 4 comments 0 points Most recent by User_2025-02-03-22-12-27-452
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Chained Menu Report FiltersContent Is there a way to configure filters that depends on selection of another filter (ex: select a value in a menu filter causes a second menu filter show a list of v…