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Reporting & Analytics for B2C Service
Discussion List
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report with indicator calculated from several areaContent Hello is it possible to define a report which represent by contact some indicator calculated from several objects as # incident open, # incident Web , # incident… -
Incident Reporting DesignContent I am trying to create a report that will pull if there are multiple incidents from a particular contacts email address. Our customers will email in multiple time… -
Remove duplicate incidents from a reportContent Is there a possibility to remove duplicate incidents from a report (like the "remove duplicates" function in excel)? I have created a report to check which compa…User_2025-02-03-18-57-47-987 78 views 5 comments 0 points Most recent by User_2025-02-01-08-41-48-500
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Unable to calculate Responses Sent by Agent / Total Login time by Agent in one reportContent Request * Calculate PPHW using the following formula * PPHW = Responses sent by Agent/Total Login Time By Agent Issue I'm unable to get this data on one report b…User_2025-02-03-17-18-46-485 38 views 4 comments 0 points Most recent by User_2025-02-03-17-18-46-485
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How to learn Complex reporting in RightnowContent Guys, Can anyone suggest me what is best practise to learn Rightnow reporting stuff. Do I need to learn SQL for better understanding or what is best way where I …User_2025-02-03-19-26-48-025 38 views 4 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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Recipient list in email not visibleContent Hi, While scheduling reports, Is it possible to see the recipient list in email to list? Regards, Kumaran
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Set report to deferred execution - Unable to save the settingsContent Hi, We have a report that is very useful for the Knowledge managers and they do not want any changes to that. We have optimized it to the extent possible but at …
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RunAnalyticsReport filtering based on sysdateContent Hi, I am running the analytics report in my SOAPUI and getting the output. I now need to specify a filter within the input payload so as to return only the incid…
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Survey Report Product WiseContent Hi, We need to create survey activity report product wise.From the surveys,mailings & mailings format table I can get all the required columns like number of cli…
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Reporting questions from Texas User Group meetingContent There were a number of questions regarding reporting and Vimal has provided some resources: Performance best practices whitepaper (and corresponding Modern Servi…
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Questions involving the Type column of the Transactions tableContent I have a column to track incidents created for live chat: sum(if(transactions.trans_type=2&transactions.source_lvl2=1017,1)) We have the incidents set to be crea…User_2025-02-03-16-48-16-590 25 views 0 comments 0 points Most recent by User_2025-02-03-16-48-16-590
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Inline editing option is disabled optionContent Hi All, I have created a custom report for Incident and give permissions to edit the report for the profile level and in report level. But, the inline editing op…User_2025-02-03-18-29-17-316 32 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224
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Comparison Columns, need assistance interpreting documentationContent I want to build a report that compares aggregate chats weekly by queue, week over week, with additional columns indicating the percentage change +- between the w…User_2025-02-03-20-43-46-497 30 views 0 comments 0 points Most recent by User_2025-02-03-20-43-46-497
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Modify Agent Activity Report to count all responses send by AgentContent We are looking at Oracle's OOTB report - Agent Activity. Report ID: 55 We are trying to capture * Outgoing emails by the Agents * and emails that are being respo…
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Use Custom Scripts as FiltersContent I have a report that already uses custom scripts to do a certain calculation. However, I want to know if it's possible to use custom scripts as filters? Version … -
Hourly Incident Activity Today - Analytics Cookbook RecipeContent Incident Activity Hourly Incidents Activity Today Author: Bastiaan van der Kooij Independent Oracle Service Cloud Consultant Difficulty rating: (Advanced) Target…
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Get data of Current Fiscal Year-Month WiseContent 1. To list the months: Our Fiscal year starts from July and ends in June. I need to get details of cases which were closed in current fiscal year grouped by mont…User_2025-02-03-17-35-32-752 56 views 0 comments 0 points Most recent by User_2025-02-03-17-35-32-752
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Multiple charts in one dashboardContent I'm trying to create a dashboard that has "Incidents by category" with a separate graph for each of our offices (each office is a queue). To start off, I create …User_2025-02-03-19-04-35-690 36 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224
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Profile Permissions - Reporting on Administration Tab SelectionsContent Trying to locate the table where this info is captured to generate a report. Need to know if the options are selected or not. Thanks in advance for any feedback.… -
Answers Not Used - Analytics Cookbook RecipeContent Answers Not Used With Starters and desert Author: Dietrik KPN Consulting Difficulty rating: (Intermediate) Target persona: Content Manager Ingredients: 4 Total R…
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Team Open Incidents Summary (Team Dashboard) - Analytics Cookbook RecipeContent Team Open Incidents Summary (Team Dashboard) With Incident Details Report Link Author: Kenny T Oracle Service Cloud Analytics Product Manager Difficulty rating: … -
Report to check backlog in a specific date.Content Hello everybody, I'm trying to create a custom report to show the backlog of incidents in a specific date. For example, I choose a range of dates, 2016/04/01 unt…User_2025-02-03-17-56-25-286 35 views 0 comments 0 points Most recent by User_2025-02-03-17-56-25-286
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Hello Team, As we have multiple Relationship Item under insert control tab Like( File...Content Hello Team, As we have multiple Relationship Item under insert control tab Like( File Attachment, Log view, Audit Log, case view etc.) What I need is, when I am …User_2025-02-03-19-26-48-025 19 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224
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Custom Report returning duplicate search resultsContent Hello dears, I have created a custom incident report by copying the 'Today's Incidents' report and enabled it in my profile navigation set. The report has the sa… -
Can we have a single report to export all the chat attributesContent Hi, We are currently in the process of migrating the chat solution from ATG to Oracle Service Cloud. Have attached the data dictionary for the existing ATG solut…
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Report/Analyse CF used in WSContent Hi everyone, I hope someone can help on this. In the past we used to create custom fields (CF) for nearly everything and now it ended up in a total mess. Now we …User_2025-02-03-17-27-31-522 21 views 2 comments 0 points Most recent by User_2025-02-03-17-27-31-522
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Request assistance understanding how Incident Edit Time is greater than total time agent logged intoContent Pulling up the Agent Login Report (Report ID :54). I can see the following agent who was logged into OSC for 10h 50m 51s but Incident Edit Time is 19h 12m 41s. I…User_2025-02-03-17-18-46-485 18 views 2 comments 0 points Most recent by User_2025-02-03-17-18-46-485
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Average Incident Handle Time Per AgentContent I am trying to create a report in Report Explorer that indicates how long an agent took to respond to an incident email. This would be from the time the incident…User_2025-02-01-09-04-02-832 44 views 3 comments 0 points Most recent by User_2025-02-01-09-04-02-832
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Deleting Published reportsContent Hi, We have scheduled various reports to form a published report. Over the year published reports have accumulated and taking the file space. Is there any way to…User_2025-02-03-22-27-06-740 34 views 2 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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% of incidents having 1 Customer entryContent Hi, I need to show the percentage of email incidents which got solved with 1 customer email. So ideally no. of incidents with 1 customer entry in threads table. …User_2025-02-03-22-27-06-740 33 views 4 comments 0 points Most recent by User_2025-02-03-19-30-01-975