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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Create incident from "Social Monitor" report and assign productContent When we create an Incident from the "Social Monitor" report, there is not a Product assigned. Can these reports be edited or changed to accomplish this or do we … -
How to embed logs in reports?Content Hi All, I would like to embed logs inside reports. I have a standard report by name - Web Visits and has come custom script embedded inside it. Would like to pri…User_2025-01-30-19-06-33-073 36 views 8 comments 0 points Most recent by User_2025-01-30-19-06-33-073
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Formula to subtract one column total from another column not working if one is zeroContent I want to create a formula that calculates chats offered minus chats abandoned inUser_2025-02-01-08-49-49-892 37 views 4 comments 0 points Most recent by User_2025-02-01-08-49-49-892
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How You Can Contribute to the Analytics CookbookContent Do you like the Analytics Cookbook? Are you picking up some new skills? Do the use cases have you thinking about new reporting possibilities you previously had n… -
Filter out duplicate reference numbersContent We have a report that displays the Reference Number, status, created by, assigned to, details (Custom Field) and date created. We have run into a situation where…User_2025-02-03-17-15-57-451 38 views 4 comments 0 points Most recent by User_2025-02-03-17-15-57-451
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Importing Analytic Cookbook RecipesContent Hello, I'm having issues importing the xml files from the Analytic Cookbook Recipes. I keep getting the attached error. Is there something that I'm missing? Vers…User_2025-02-03-22-35-27-600 60 views 1 comment 0 points Most recent by User_2025-02-01-08-58-47-501
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Filtering out old recordsContent hi all, I am stuck with creating a report based on data on a custom object. The custom object is related to opportunities table where we keep the history every t…User_2025-02-03-20-11-07-340 26 views 3 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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Top Keywords Trend - Analytics Cookbook RecipeContent Top Keywords Trend Show the trend of todays most used keywords Author: Bastiaan van der Kooij Independent Oracle Service Cloud Consultant Difficulty rating: (Adv…
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Need Customer's email instead on Full Name in chats_rtContent Hi, We have a requirement of presenting the email address instead of the full name in the Chats - Real Time report. Kindly let me know how I can do that, since t… -
Record Limit 10000Content Is there a way when pulling reports to set my Record limit to a higher setting? I'm really wanting to put this record limit to 50,000 or even 100,000 per page...…User_2025-02-03-18-58-47-399 60 views 3 comments 1 point Most recent by User_2025-02-01-08-18-48-897
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Setting the conditional formatting for a whole row rather than just a particular cellContent Is it possible to use conditional formatting in a report to highlight an entire row if a column in a row has a particular value? It seems like I can only format …
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KCS Answer Citations By Author - Analytics Cookbook RecipeContent CITATIONS BY AUTHOR Knowledge-Centered Service (KCS) Author: Jeff Elser Difficulty rating: (Basic) Target persona: Authors, Managers Ingredients: 3 Tables (answe… -
KCS Answer Citations By Group - Analytics Cookbook RecipeContent CITATIONS BY GROUP Knowledge-Centered Service (KCS) Author: Jeff Elser Difficulty rating: (Basic) Target persona: Authors, Managers Ingredients: 4 Tables (answer…
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Analytics/Reporting Functions With ExamplesContent Hi, I have been creating reports in the RightNow CX by using the functions but most of the times its hit & try because I can’t find list of all functions with th…
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Sorting Reports by YearContent Hello dears, We have a custom incidents report that needs to be sorted by latest incident created on top. I've clicked the small arrow next to the creation date … -
A Way to Add Notes to Custom ReportsContent We have a LOT of reports that have been customized. Is there a way to add notes about the report (why it was created, when, who requested and other pertinent inf…User_2025-02-01-08-18-48-897 40 views 5 comments 0 points Most recent by User_2025-02-01-08-18-48-897
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Pop up report with Quick Search abilityContent We use popup report by URL for integration with CTI. CTI call a URL with parameters of report id and contact phone number, which is defined as a filter in the re…User_2025-02-01-08-56-24-846 18 views 0 comments 0 points Most recent by User_2025-02-01-08-56-24-846
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Need a way to exclude holidays from my weekly incident volume averageContent I have a custom report that contains these columns : Week start: date_group(stats.stat_date, $date_grp_param) Total chats: sum( stats.new_incidents ) Daily Avera…User_2025-01-28-05-44-49-224 30 views 0 comments 0 points Most recent by User_2025-01-28-05-44-49-224
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Report to show customers new to ChatContent Hi everyone! Can anyone think of a way to report on customers that are new to chat? We currently do not require that our users log in to our site (that will be c…
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Number of Incidents Created by Source UniqueContent I'm needing to create a report that counts the number of incidents created by source. The sources are AAQ, Phone and Email. BUT the email is not using the techma…
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Display Organizations based on the total number of open casesContent I would like to display Organizations that have 5+ open cases on a report. Is this possible? Right now it displays all the Organizations based on my other filter…
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All threads for an incident in a single line - with a twist!Content Background: Someone deleted a contact which in turn deleted the incidents and threads associated with it. You've got a choice of paying OCS to restore the data o…
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Like Operator in Report Filter not working properlyContent Hello dears, I am facing a similar issue to this post: https://cloudcustomerconnect.oracle.com/posts/871dfd2de0#170712 whereby I need my search filter to return …
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Include Group ID in Expression?Content I have a report that includes: * opportunities.created_by * transactions.acct_id I'd like to filter the 'transactions.acct_id' column by 'accounts.group_id'. How…
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Trouble with LIKE operator in filter expression.Content I'm experiencing something which I can only describe as odd.. I'm attempting to use a variable in conjunction with a LIKE operator in a report filter. Expression…
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Parameter values not filtering correctly in Dashboard with multiple tabsContent Hi all, I want to build a dashboard with a number of tabs. Each of the tabs contains exactly the same report and one filter. Ideally I can run a dashboard that o…User_2025-02-03-20-00-10-537 33 views 0 comments 0 points Most recent by User_2025-02-03-20-00-10-537
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Report on Elements Used in RulesContent We have some intense rules that say if a certain Disposition is in a incident, do something with it. I want this information to be more public and to be able to … -
Report to show agents who click YES to PROCEED_WITH_BLANK_RESP_MSGContent Hello Everyone, Every year when we ramp up for our busy season and hire lots of temp agents, we run into an issue where agents send blank responses out to our cu…
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Social Monitor SLA's - Analytics Cookbook RecipeContent Social Monitor SLA's Measuring Social Agent Effectivness Authors: BenFisher Oracle Service Cloud Developer Danette Beal Oracle Service Cloud Sr. Product Manager … -
KB Analytics presentation from Texas User Group meetingContent KB Analytics presentation from TUG meeting