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Reporting & Analytics for B2C Service
Discussion List
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Issues with 'Create to Initial Response by Agent' reportContent Hi, I have created a report which gives us the date an incident was created along with the initial response time and a calculation of how long that time was. How… -
Files attached to Answers: Number of downloads?Content I know that you can run a report to find out how many times an answer was hit within any particular amount of time, but does anyone know if there's a way to dete…User_2025-02-03-17-24-26-229 24 views 2 comments 0 points Most recent by User_2025-02-03-17-24-26-229 -
Export data from a Drill down reportContent Hi all, I am using a drill down report which show data based on a fliter and group filter (level) My requirement is to export all the drilldown data which is not…
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write to incident from custom script in analyticsContent Hi Ive setup established comms in the custom script editor of analytics as follows require_once(get_cfg_var('doc_root')."/ConnectPHP/Connect_init.php"); initConn…User_2025-02-03-17-27-14-764 53 views 3 comments 0 points Most recent by User_2025-02-03-17-27-14-764
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Survey results in an Incident tab.Content I'm trying to figure out how to display the results of "msg_lookup('VIEW_RESULTS_CMD')" in an Incident tab, but so far I can find no mention of either msg_lookup…User_2024-12-17-19-29-03-440 60 views 3 comments 0 points Most recent by User_2024-12-17-19-29-03-440
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Get report data between a specific timeContent Hi all, How can i get the list of all the incidents created between a time interval everyday for a week (say from 7am - 7pm) I tried and but every time i have to…User_2025-02-03-19-34-17-802 29 views 6 comments 0 points Most recent by User_2025-02-03-19-34-17-802
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Incident Alert Report - Comparing Today vs. Past Submit Rates - Analytics Cookbook RecipeContent Incident Alert Report Compare Today's Incidents Author: Bastiaan van der Kooij Independent Oracle Service Cloud Consultant Difficulty rating: (Advanced) Target p…User_2025-02-03-19-30-01-975 108 views 4 comments 5 points Most recent by User_2025-02-03-19-30-01-975
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Exporting Hidden ColumnsContent Hi We are generating reports, with hidden columns, is there anyway to print or exporting them without un-hidding. I thought i read about this before but i can no…
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Insert value into field using Custom ScriptContent Hi All, I have a requirement for a report that calculates a value based on some pre-populated fields in the database and then inserts that value into a custom fi… -
Trouble using incidents.search_thread to match multiple termsContent Hi, I'm trying to set up a report to locate incidents where certain phrases have been used. I have several phrases I'd eventually be able to locate, but the exam…User_2025-02-03-16-16-36-032 34 views 11 comments 0 points Most recent by User_2025-02-03-16-16-36-032
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Detailed Contact Editor ReportContent I'm looking to create or modify an existing report whereby I can see which agent has edited what and when on a contact record. The current report that is in use …
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Conditional Formatting based on System Date to capture current weekContent Hello-- I'm creating a report where I need to define dates into buckets within the column. I have Assigned Account, Due Date, Count of Ref.No. as my three column…User_2025-02-03-19-37-18-427 51 views 3 comments 0 points Most recent by User_2025-02-03-19-37-18-427
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Assigned byContent I want to add a column to my queue report that will show me who was the incident last assigned by (basically who assigned the incident to me). Keeping in mind th… -
Answer Effectiveness Macro View - Analytics Cookbook RecipeContent Answer Effectiveness Macro View Author: Joe Landers Oracle Service Cloud Difficulty rating: (Basic) Target persona: Chief Customer Office, VP Operations, Busines… -
Missing results for non ticket closersContent HI all I am created a report of my team, the report contains “SA”, “number of tickets closed” based on a date range. The issue i am having is, I only get SA’s th…
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KB Effectiveness report article effectiveness through timeContent Hello, I was wondering if anyone has created a report that allows the comparison of the effectiveness of articles through time, i.e., 2015 vs 2016, etc? Version …
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Filtering against Logged In Account FieldsContent I think that this may be one for Kenny T's expertise. I am looking to create a report which it to pull information from the logged in account and use it as a fil… -
File format and extension of "file name" don't matchContent When we schedule reports in the format of Excel Attachment, we always receive an warning when opening in Excel. The error reads that the file format and extensio…
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products with no incidentsContent I'd like to get a report that list products that do not have any related incidents. Any ideas?
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Show Errors from Custom Report ScriptContent Is there any way to see the errors generated by a custom report script somewhere? I saw a few posts that said this was possible, but I couldn't tell if they were… -
Adding custom text above search fieldsContent Hello dears, We're creating a custom Contacts search report and we were wondering is it possible to include a text above the search fields when searching? Basica… -
How to exclude holidays from a report showing a weekly / daily average volume of incidentsContent I have a report which shows the average number of incidents per day. I need a way to write the daily average column so that it excludes days which are configured…
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Definitions and functionsContent Hey Ya'll! So I am new to this, so please forgive me if this is a simple question that I cannot figure out. The definition of our chat service level states: sum(…User_2025-02-03-19-20-35-072 37 views 0 comments 1 point Most recent by User_2025-02-03-19-20-35-072
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Best way to count casesContent Hello, I'm a little stuck here... Can someone tell me what the best way to count the number of cases would be in Oracle? I've found about 10 different ways, each…User_2025-02-01-08-40-26-447 38 views 5 comments 0 points Most recent by User_2025-02-03-21-53-19-701
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Report to list accounts assigned to incident and chat queuesContent We have quite a few profiles and there is some overlap on incident queue or chat queues assigned to profiles. As staff turns over, I want to make sure we never e…
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Dynamic report based on the dayContent If want to create a report with dynamic filter. For example, lets take incident.created date field. If I run the report on monday, then report should fetch incid…
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Scheduled Report Export FormatsContent When you create a new schedule for a report, the drop down menu lists the export file formats available. However, when trying to create a report that includes th… -
Exporting results from Report Management?Content Is it me or is this not possible? Is there a way to ADD these options to the screen? Version FEB 2015
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Typing Expressions so Slow in Windows 10Content Does anyone else experience the slowness of typing in Column Expressions in a report using Windows 10? The longer the expression gets the slower it becomes. Writ…
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Less than date filter including "No Value"Content I'm creating a report to show incidents with a due date in the current week and prior. I was able to accomplish this with using the expression as the date, opera…