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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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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… -
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 58 views 24 comments 1 point Most recent by User_2025-02-01-08-18-48-897 -
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 34 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_2025-02-03-18-03-35-071 114 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 31 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… -
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 23 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 20 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 30 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 14 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 27 views 1 comment 0 points Most recent by User_2025-02-03-19-31-14-086
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How to get the Last working Day records in a reportContent Hi Friends, We have a requirement that need to pull the Last working day records. For example if I'm running a report on Sep 7, 2016 then its pull the records of… -
Checking replies to customer repliesContent Hello there, I feel like I'm missing something obvious, so sorry if this is a dumb question. Let me set up this scenario: We email a customer > customer replies …User_2025-02-03-22-10-51-246 42 views 6 comments 0 points Most recent by User_2025-02-03-19-31-14-086
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Report on dispositions that contain....Content I want to be able to report based on the text in a disposition, for example. If disposition contains 'cancel' then do something, else do something else But I onl… -
Profile is missing Analyze function on Ribbon when viewing ReportContent One of the Manager profiles is missing the Analyze section on the Home Tab in the ribbon. Administrator Profile allows to sort, do rollups, and slice. However th…User_2025-02-03-20-29-17-872 39 views 2 comments 0 points Most recent by User_2025-02-03-20-29-17-872
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assigned to queue by dateContent I need to report on the incidents assigned to a queue by date, is this possible? I know I can see what queue the incident is currently assigned to or at the time…
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If Operators?Content Hello, I could have swore I saw somewhere an 'if' function using either AND/OR operators. I'm trying it myself and I can't seem to make anything work. I also can…User_2025-02-03-22-10-51-246 45 views 7 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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Unique values separated by commaContent Hello, I am trying to display a report that contains one row with unique values separated by comma. My column looks like: col_name val1 val3 val1 val2 val2 val2 …User_2025-02-01-08-57-44-356 56 views 3 comments 0 points Most recent by User_2025-02-01-08-57-44-356
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Audi log history check. I need a report of incidents that have ever had a given status setContent Hello, I was asked to find a way to create a report that checks incidents history and returns a list of incidents that in the past have had certain status assign…User_2025-02-03-19-31-35-485 40 views 3 comments 0 points Most recent by User_2025-02-03-19-31-35-485
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Generating Report from Custom HTML survey ResponsesContent Hello dears, We are using a custom html survey (made entirely out of an html template without the use of any "Question"). It is a matrix table which contains 5 q… -
How to calculate average time of answering chat and transfer rateContent is there any way to calculate average time of answering chat, i mean date difference between when agents/queue gets toast invitations for chat and when agent acc…User_2025-02-03-20-38-38-926 53 views 0 comments 0 points Most recent by User_2025-02-03-20-38-38-926
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Report for Workspace AssignedContent Is there a report that shows what workspaces are assigned to which profile?
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Incident Response Monitoring - Analytics Cookbook RecipeContent Incident Response Monitoring Agent Last Response Author: Jerremy T Oracle Service Cloud Analytics Product Manager Difficulty rating: (Intermediate) Target person… -
FCRR - Help NeededContent Hi all, We have currently set up some reporting for both calls and emails separately that will report on the Contact Centre's overall FCRR. This has been initial…
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Chat Opening/Closing TimesContent I need to work out when our chat has been closed throughout the day at any time or for a whole day? Does a record get logged each time the chat hours are adjuste…
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Masking Column values on reportContent Is it possible to apply a mask on values on a report? For example, rather than displaying a full social security number (as is stored in the database) displaying…
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Copy Cell to Clipboard pastes ?????Content When I use Copy Cell to Clipboard for foreign languages, it shows only a set of question marks when I paste. Does anyone know what would cause this? For instance…