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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Showing the Mailings body in reportContent Hi, How to add Mailings body in the report. I found the "Outreach Activity" Report. However, it is having like a link on click of link it is giving body. But, My… -
Viewing incidents escalated from referrer links or answersContent Hi All, I would like to insert Google Analytics campaign links in the emails we send to clients, and then from the Analytics in the console, view each of the inc…User_2025-02-03-19-22-07-281 26 views 5 comments 0 points Most recent by User_2025-01-30-19-06-33-073 -
Declined and re-routed conversations like we can with acceptedContent Hi, Do we have a report on declined and re-routed conversations like we can with accepted (Accepted Interactions)? Searched for the same and could not find any. … -
Report counts incidents as per age but on some certain conditionContent i have a report that count incidents by their age however i would like to add some following condition in my report : Condition 1 : Incident received on weekends…User_2025-02-03-20-38-38-926 41 views 7 comments 1 point Most recent by User_2025-02-03-22-31-24-751
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Report Backup?Content Anyone have any tips on backing up reports? Do you create a "master" directory within OSC and retain the folder structure or are the reports exported to an exter… -
Report on Chat TransfersContent Hi, Wanted to check if there was an out of the box report that shows where an agent transfers a chat to? For example, if someone transfers a tech chat, can we se…
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1st Response & Time in "Pending Customer" or "Waiting"Content Good morning everyone! I have made some serious headway on my reporting skills however I've run into a wall with this one. I have two questions today. 1. I need …User_2025-02-03-18-36-38-730 57 views 1 comment 0 points Most recent by User_2025-02-03-19-31-14-086
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Public API log (papi) not displaying resultsContent I am in the process of integrating through the REST api to an external service. I'm posting data to update a customer record, but when i got to the PAPI report, …User_2025-02-03-20-45-41-510 37 views 2 comments 0 points Most recent by User_2025-02-03-20-45-41-510
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Five9 Integration ReportingContent Hello! We are just in the process of integration the Five9 CTI solution with our Oracle Service Cloud. I was wondering if there was anyone that has done this int…User_2025-02-03-18-33-33-414 12 views 0 comments 0 points Most recent by User_2025-02-03-18-33-33-414
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Filtering a report for incidents created in the last business dayContent Hi there - I have a report that I'm filtering by incident date created, by -1 days rounded to show me all incidents created in the last day. This works fine, but…User_2025-02-03-18-15-18-780 32 views 4 comments 0 points Most recent by User_2025-02-03-18-15-18-780
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Workspace Report - Show contacts in organisation or parent organisationContent Hi there - I have a workspace report displayed in a tab within my 'Organisations' workspace that lists all contacts assigned to that organisation. To achieve thi…User_2025-02-03-18-15-18-780 30 views 2 comments 0 points Most recent by User_2025-02-03-18-15-18-780
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Chats requested and questions submitted from Mobile pagesContent I just enabled my Mobile pages. I need to monitor the volume of incidents created from Chat and "Ask a Question" via the mobile page set. Visits by Pageset is a … -
Determine agent use of knowledge base answersContent Hi colleagues, I am using a knowledge base report 138 to determine agent use of knowledge base items which I've changed to sort on team then individual. The prob…
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How to create a report for a survey?Content I have a survey form in RightNow. I want to create a scheduled report that checked for "new submissions" every 15min and email me ONLY the new submissions in tha…User_2025-02-03-17-19-37-172 24 views 2 comments 0 points Most recent by User_2025-02-03-17-19-37-172
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Exception Fill Line Colors not activated on report - when relative date usedContent Can anyone explain why a report that use to show lines coloured as an exception are no longer coloured? In design mode the lines are coloured when I run the repo…User_2025-02-01-08-27-30-666 19 views 0 comments 0 points Most recent by User_2025-02-01-08-27-30-666
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Reporting on Answers with Conditional SectionsContent Is it possible to report on Answers that contain Conditional Sections? I didn't see anything in the data dictionary that would represent Conditional Sections. Ba…User_2025-02-03-17-44-59-137 37 views 7 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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Reporting on connection of Product to RulesContent Hi all, I have a request from a customer to delete some of the Products from the Product/Category drop down that their team owns, but I want to verify that the P…User_2025-02-03-18-33-19-109 14 views 2 comments 0 points Most recent by User_2025-02-03-18-33-19-109
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rel_date_diff (including custom Response Requirements) minus 'waiting' timesContent I'm using rel_date_diff in conjunction with Response Requirements to find the date difference between two date fields, excluding non-working hours. This works a …
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help: Filtering contacts from report who have ANY incidents of a particular typeContent Hi everyone, I'm sure there's a simple solution for this but I'm really struggling to find a way to filter a report the way I want to. My basic structure is this…User_2025-02-03-18-15-18-780 30 views 2 comments 0 points Most recent by User_2025-02-03-18-15-18-780
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Mod FunctionContent Is there a function in the reports that would allow me to find the remainder after division? Version Service Cloud May 2015 -
Reporting on the time and source IP of page hitsContent Hi All, We recently had an unusual number of page hits on a single day, and therefore would like to see the sources (IP addresses) and exact times of these page …User_2025-02-03-19-22-07-281 40 views 3 comments 0 points Most recent by User_2025-02-03-19-22-07-281
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Issues with Reports Not MatchingContent I am creating some very simple reporting to send monthly to a number of the departments we support, and I am getting some weird differences in incident counts. T…
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Another session has changed report definition. The control will now reset. (Supervisor views)Content This notification message is appearing when some supervisors are trying to access their Program reports from incident links. Only reinstalling OSC seems to solve…
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Any luck using Average Message Response Time per agent?Content Hi everyone, Is there a way to calculate the Average Message Response Time in a report per Agent? Right now we are looking at a report that is looking at our que…
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Exception on date plus 1 additional filterContent I'm having difficulty with the logic here. I'm trying to create an exception on a date column where the date equals the system date, and the status has a specifi…User_2025-02-03-16-48-16-590 24 views 2 comments 0 points Most recent by User_2025-02-03-19-31-14-086
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Exception on time since opportunity status changeContent Am I able to create an exception off the last time an opportunity status changed? Here's the statement I want to create: if the opportunity status equals x, and …User_2025-02-03-16-48-16-590 12 views 2 comments 0 points Most recent by User_2025-02-03-16-48-16-590
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Adding Work time interval into a SLA queue report.Content I currently have a report looking at the Service level of multiple queues completing incidents within set time frames. It currently is based of incident start an…User_2025-02-03-19-20-38-574 18 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224
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Changing report layoutContent Good Morning I am new to service cloud and are after some help on a very basic report. In the screenshot attached I have created a grid report that displays the …
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Conditional link web chat widget to try and determine how often the widget is displayed to customersContent Hi colleagues, I am reporting on a conditional link web chat widget to try and determine how often the widget is displayed to customers. In some instances this i…User_2025-02-03-16-20-21-531 26 views 1 comment 2 points Most recent by User_2025-02-03-19-31-14-086
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Unable To Retrieve Incident Queue Statistics From Oracle Service Cloud.Content Hi guys, I want to retrieve incidents queue statistics like chat queue statistics with help of Rest API end point. For this I have been through with oracle Rest …