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.
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Reporting & Analytics for B2C Service
Discussion List
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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 41 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224 -
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 36 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 24 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… -
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 25 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 21 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 47 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 40 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 37 views 4 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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Multiple Questions about Reporting Please Help!Content 1.) We have a client that emails us tickets on behalf of another client that is in RN. When that ticket comes in, it is assigned to Client A and it shows on beha…
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Report to Identify Workspace Rules per WorkspaceContent Is there a report or fields that can be used to create a report to identify specific workspaces rules and associated workspaces? I need to identify which all wor…User_2025-02-03-18-49-47-601 32 views 0 comments 0 points Most recent by User_2025-02-03-18-49-47-601
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Daily Backlog ReportContent Using the standard Backlog Report - ID 11 This report is great and ideally what we want however I don't believe it's showing us a true backlog. The number the re…User_2025-02-03-18-36-38-730 29 views 0 comments 1 point Most recent by User_2025-02-03-18-36-38-730
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How to measure proactive offers stats grouped by rule name (from Engagment Engine)?Content I want to measure the effectiveness of my various rules, each of which launch Syndicated Proactive Chats (SPAC) via Engagement engine (EE). I can measure the ove…
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Exclude Holidays/Business HoursContent Hi Gurus, Whenever CCA team received ticket from Customer, based on the products and categories, the incident will route to corresponding Supervisor.Incident Sta… -
Query Size Limitation errorContent Hi, Recently we have started facing the 'Query size limitation error' for certain reports. Even if tried to run the report with date created value(Custom Object)… -
Agent Selecting Multiple Dispositions (or Subject/Categories)?Content Is it possible to set up the Subject, Category and Disposition Menus to act as a list that the agent can check multiple that apply? In our call centers there are…User_2025-02-03-19-28-20-911 19 views 4 comments 0 points Most recent by User_2025-01-30-19-06-33-073
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Change date based on Logged InContent I'd like to use "Logged In Account" in an IF statement to adjust the time for a column that reports a date. Our report simply shows a queue that is sorted by Dat…User_2025-02-03-19-28-20-911 26 views 0 comments 0 points Most recent by User_2025-02-03-19-28-20-911
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Contact Report ExportContent Hi All, How to disable the feature of exporting the contacts in the contact report. Thanks, Seethalakshmi S
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Recent items in a search reportContent Could someone help me in understanding the persistence of results under Recent section in a search report? Taking a scenario where a staff account uses the same…
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Help with Report Filter Expression for ExceptionContent Hi All, We're trying to write an exception in a report, to show the row in yellow, when the below criteria is met. However, we're constantly getting the error "E…
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Incidents which are unresolved for 20 days or more.Content Hi, Use Case:- To show the incidents which are unresolved for 20 days or more in a report. Please help. Thanks Version May 2015User_2025-02-01-09-02-02-742 22 views 3 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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Contact table inner joinsContent Hi All, Could we create a report/filter for the contacts table with in contact? For Eg:I have to retrieve the duplicate contacts in the system.some times first n…User_2025-02-03-18-29-17-316 35 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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Pulling Incident BacklogsContent Hello, We are attempting to pull our incident backlog however we have a tricky question but perhaps someone here knows how we could pull this data. We need to fi…User_2025-02-03-18-36-38-730 25 views 2 comments 0 points Most recent by User_2025-02-03-18-36-38-730
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Add field/column to incident queue reportContent We have email links on our individual websites related to specific products. Customers use these email links to ask questions about that specific product. The em…User_2025-02-03-18-33-43-372 15 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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Count of Incident that never escalatedContent Hi Team, Does any one know how can get the total cases that never been escalated? & How can write "NOT IN" as a expression in a column Appreciate your help in ad…User_2025-02-03-19-26-48-025 32 views 2 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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Average Time to respondContent Hi i am struggling with a report. I need the following column month wise for an incident. Average time to respond.- Avg of the time difference between the custom…User_2025-02-03-22-27-06-740 31 views 2 comments 0 points Most recent by User_2025-02-03-19-30-01-975