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Reporting & Analytics for B2C Service
Discussion List
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Reports giving different resultsContent Hi colleagues, I may be missing something very obvious but I am looking for your help. Running out-the-box reports 3008 and 3009 for the same period gives slight…User_2025-02-03-16-20-21-531 22 views 2 comments 0 points Most recent by User_2025-02-03-17-38-42-482 -
Reporting Incident Performance by OrganizationContent Not sure if I've posted this question in the past however here is my conundrum. I now have an incident performance report the way I need it however I still need …
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Filtering a report by comparing Account "Display Name" with a Custom Field in OrganizationContent I'm trying to create a report for people in our customer service dept so that each customer service representative sees only those opportunities assigned to them…
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Chat and or email dashboardsContent Im looking to build a chat and or email dashboards which can show me everything related to chats or emails within a given time frame (Date created). Im just wond…User_2025-02-03-18-52-34-989 17 views 2 comments 0 points Most recent by User_2025-02-01-08-18-48-897
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Extend Answer Effectiveness report (ID#206)Content Hello, We are trying to extend the functionality of Answer Effectiveness report. This report is currently showing number of incidents and chats. We would like fu… -
How to display complete data in Report columns when using Add-InContent Hi, I have string like String value=the major international rugby tournament held in the Americasorganized by the Pan American Rugby AssociationIn 1944 the 50th …User_2025-02-03-19-49-42-846 22 views 10 comments 1 point Most recent by User_2025-02-03-19-49-42-846
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how calculate Agent engagement and user engagement time chat_agent_performance_intervals table ?Content i have created 2 reports, in one report i used Chats table and add one column with below expression : sum( if( chats.termination_event IN (1,2,4,13), date_diff(c…
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Time left in the SLA - a solution (excluding the waiting time)Content Hi Everyone, something that might be of interest: a solution to calculate how much time is left to solve a ticket within the SLA, taking into account the out of …
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Access report variable in asp.net codeContent Hi, I have created the variable in report and I want to access the variable through .net code and assign the value . I have tried through below filter code but i… -
Get IReportFilter valuesContent Hi, I have a report and it has docked filters, i know how to get rows values from a report using Report Command Add-in, but i am trying to get values from report…User_2025-02-03-19-49-42-846 36 views 4 comments 2 points Most recent by User_2025-02-03-19-49-42-846
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Inline Editing for product and categoryContent Hello everyone, Can anyone tell me if they have found a way to allow inline editing of the product and category fields in a report. This would be really useful f…User_2025-02-01-08-44-34-192 37 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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Search completed incidentsContent How can I search in completed incidents? I only seem to be able to search in open incidents. I have created a report with a date filter, status filter and Summar…User_2025-02-01-07-02-22-710 16 views 3 comments 0 points Most recent by User_2025-02-01-07-02-22-710
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If someone leaves chat before they enter queue, does this count in abandonment rate?Content Hi colleagues, I wonder if someone can help with this question If someone leaves a chat before they enter the queue, having clicked the chat request button – doe…User_2025-02-03-16-20-21-531 26 views 1 comment 0 points Most recent by User_2025-02-03-19-31-14-086
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Data dictionary/definition reportContent Hi colleagues, Does anyone know if its possible to generate a report of table columns with their data definition included? Thanks in advance DQ Version Service C…User_2025-02-03-16-20-21-531 49 views 0 comments 0 points Most recent by User_2025-02-03-16-20-21-531
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Highlight Highest/LowestContent Hi, I am wondering if there is an easy way to change the formatting (color) or a row in a report based on if the value in one of columns is the Highest/Lowest of… -
Calculating Time Left to Process using Relative Date DifferenceContent We need a field that shows the remaining time to process on unresolved service requests. The formula created by our system integrator uses absolute time. It is w… -
Updating due date when in Waiting status (SLA)Content Hi All, we are trying to get to display the time left in an open incident (or the updated due date), before it hits the SLA. That should be recalculated regularl…
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Find all scheduled reports for a recipientContent Is there any way of seeing who the recipients of a scheduled report are, or seeing all reports going to a recepient? I've been asked to reassign schedules so all…User_2024-12-17-21-03-03-062 50 views 24 comments 1 point Most recent by User_2025-02-01-08-18-48-897
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Search on single dateContent Hi all, I have a docked filter where a user can search a date/time type field for incidents submitted on a certain date, however whenever a date is selected it t… -
Field called AND/OR (c)Content I am working on some Report Improvements (i.e. fixing reports that don't consistently run) and working on one that searches thread key words. I stumbled upon the… -
Counting unique valuesContent Hi all, I'm attempting to make a report which will indicate if advisors are creating incidents in quick succession. We have an issue with some advisors forgettin…User_2025-02-03-16-16-36-032 29 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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Calculating Month over Month Percentage ChangeContent Hi, I'm looking to find the function in Oracle Service Cloud that can calculate percentage change between a month and its previous month. As shown in the attache…User_2025-02-03-18-03-35-071 112 views 9 comments 0 points Most recent by User_2025-02-03-18-03-35-071
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Report - Created to Closed w/o Pending Customer TimeContent Sorry for all the questions lately! I need to produce a report that will calculate time the tickets are pending action. Basically open time to closed time, minus…User_2025-02-03-18-36-38-730 27 views 17 comments 0 points Most recent by User_2025-02-03-18-36-38-730
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Count of Unique ObjectsContent Hello, I have a question about counting unique objects. I have created a custom object called "Session" and this is tied to a "Group" which is just a menu type F…
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Count of Customer-Created CP AccountsContent Is there a way to report on the number of CP accounts that end-users created (i.e. by using the standard 'Sign Up' link)? Or a way to get a count of all accounts…User_2025-02-03-21-53-19-701 18 views 4 comments 0 points Most recent by User_2025-02-03-21-53-19-701
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Stats on the effectivness of Proactive Chat OffersContent Currently we have reactive chat enabled. We are looking to enable Engagement Engine and start using Proactive Chat, but would like to make sure we have the capac…User_2025-02-03-20-29-17-872 13 views 0 comments 0 points Most recent by User_2025-02-03-20-29-17-872
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How to exclude holidays from my reportContent I have a report that has been working for a while and it has a column defined like this "count(if(inc_performance.rel_timeUser_2025-02-03-19-31-35-485 25 views 1 comment 0 points Most recent by Premkumar Sabarinathan-Oracle
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Report Variables and custom scriptContent Hi, Is there a way to edit report variables using custom script? Or to create new report variable using custom script? i want to do this so i can use report filt…
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Availability (AKA time inbetween chats)Content Is there a way to measure the time an agent spends in Available while no chats are coming in? Not the total time, just each interval? We generally offer early le…User_2025-02-03-20-12-51-730 11 views 5 comments 0 points Most recent by User_2025-02-03-20-38-38-926
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Chat requested but request cancelled by customerContent Hi colleagues, I'm trying to identify where customers have requested a chat but closed the request before the agent was able to engage. I'm looking to work out h…User_2025-02-03-16-20-21-531 23 views 1 comment 0 points Most recent by User_2025-02-03-19-31-14-086