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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Label report on Categories and DispositionsContent Is there a way to create a report that will show the categories and dispositions in each language with the interface as columns? So far I have only been able to … -
Linking Answer Product to Service ProductContent Good Day, We have a Custom Object that linked to Service Product but we would like to find a way to do reporting that requires us to do a join between the servic… -
Automatic Wildcard searchContent Hi Gurus, Can we include asterisk ('*') in font and back of the search content automatically? For Ex: If we enter 'Russel' in the search box, it should returns J… -
Report Scheduler - How to join 'Email To' field in reportingContent Where is the 'To' field in the report scheduler? I need to write a report that tells me the email address that scheduled reports are being sent to. Regards... Co…
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Audit Report for Use By AgentContent Hello, I know it may sound a bit "untrusting", but is there a way to audit a report to see which agents are running it? We'd like to be able to view how often an…User_2025-02-03-16-48-16-590 39 views 2 comments 0 points Most recent by User_2025-02-03-16-48-16-590
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Customizing Survey Report - Trouble Filtering by Survey IDContent There is an included report titled Survey Score Trend by Agent which is basically showing you a graph of the average survey scores by agent. We have a Phone Cust…
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How to get all columns in report according to specified search valueContent Hi, Summary: I created a report using Survey Questions.In my report i have 4 columns,I kept run-time search based on columns but it showed only 3 columns in repo… -
Number of responses by Survey question - Last 6 monthsContent Hi, Summary:I want to show the distinct values for a survey question in first Column ,and then in remaining columns we want to show number of responses based on …
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Number of responses by Survey question - Last 6 monthsContent Hi, Summary:I want to show the distinct values for a survey question in first Column ,and then in remaining columns we want to show number of responses based on …
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Register Now! Ask the Experts Webinar: Save Yourself Time and Headaches With Report Administration..Content Oracle Service Cloud Ask the Experts Webinar Register Now! Save Yourself Time and Headaches With Report Administration Tips & Tricks Wednesday, June 24th at 8 a.… -
Reporting on surveys sentContent Hi there, I am trying to report on how many surveys we have sent out and their responses. I can see an overall number on the summary page of the survey itself bu…
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Average Wrap Up TimeContent Hi everyone, We've recently adopted the enhanced service console and there have been a number of changes that have affected the way wrap up occurs, so I want to …User_2025-02-01-08-30-02-803 34 views 2 comments 0 points Most recent by User_2025-02-03-20-12-51-730
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Incidents handled within a particular duration in a particular queueContent Hello Team, I need the volumes of incidents handled in 0-2 hours, 2-4hrs, >4hrs duration from the time the incident arrived in a particular queue.
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Getting Duplicate Results Using Group_Concat - Help!Content Hi there and thanks for looking! I'm trying to return all names of answer attachments into one row per answer using the expression: group_concat( fattach.userfna…User_2025-02-03-17-34-38-012 45 views 5 comments 0 points Most recent by User_2025-02-03-17-34-38-012
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calculating total handle time / time to final resolutionContent I am trying to work out how to get the time to final resolution for incidents, but only for incidents that were sent an initial response, rather than those compl…User_2025-02-01-07-02-22-710 29 views 6 comments 0 points Most recent by User_2025-02-03-21-53-19-701
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Convert plain text field to date time formatContent Hi Gurus, We have received data like 'dd-MM-yyyy HH:MM' (04-06-2015 01:29). We have loaded this data in our custom object in string field. We are trying to show …
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Time of incident in agent's inboxContent Hi, I'm trying to run a report on the time elapsed when an incident gets assigned to an agent and the time the report is run. This is to report on agents which "…User_2025-02-03-16-19-22-504 31 views 2 comments 1 point Most recent by User_2025-02-03-16-19-22-504
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Report that shows only custom objects matching incidentsContent Hi, I would like to build a report which should be showing only Custom objects (where Incident is parent) matching Incidents (Parent) Product. Custom Object has … -
'acct_id' vs. 'client_id' in Chat ReportingContent Can someone please explain to me the difference between the "acct_id" and "client_id" data elements in the chat_agent_sessions table? For example, I've seen thes…User_2025-02-03-18-31-01-524 34 views 2 comments 0 points Most recent by User_2025-02-03-18-31-01-524
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How to show ID in report column?Content Hi Everyone. I've been trying to create a report that will show me report names and their ID's, but when I add the ac_id field to the report, which is supposed t… -
Report 3028 - how to view the report without login?Content Report 3028 - how to view the report without login? Any way an admin can view this report without logging into the chat? Version Feb 2014 - CP3User_2025-02-03-17-19-37-172 32 views 1 comment 0 points Most recent by User_2025-02-03-19-29-40-464
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Calculating FCRR, RPA, and Resolution TimeContent Okay Team Here we go. I've been struggling all week with this, I'm turning it over to you to take the wheel. I'm trying to effectively measure our team based on …User_2025-02-03-17-36-30-375 46 views 2 comments 0 points Most recent by User_2025-02-03-17-36-30-375
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Calculating FCRRContent I am trying to create an FCRR report but need it to be set so that customers can respond with a thank you but this is still counted as FCRR. e.g. Customer create…User_2025-02-01-07-02-31-666 36 views 3 comments 0 points Most recent by User_2025-02-03-21-53-19-701
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Lookup Object ReportContent Hi Gurus, We have maintained one stand-alone custom object which maintain the details of the promo-code. The promo-code value will receive from third party syste…
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Average Initial Response TimeContent We need to be able to track the Average Initial Response Time per chat agent for a date range, and I've been unable to find such a report. The report named 'My C…User_2025-02-01-09-06-12-111 32 views 2 comments 0 points Most recent by User_2025-02-01-09-06-12-111
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Current re-opened ticketsContent Looking for some thoughts on how to capture tickets that are currently re-opened. We allow tickets to be reopened within 14 days of resolution, though we don't h…User_2025-02-03-21-53-19-701 33 views 3 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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Agent transaction report to exclude responses sent, if an agent created the incidentContent I am hoping someone can assist me. When we count productivity for our agents, it's based solely on a customer contacting us and then we reply. We have agents who…User_2025-02-03-20-01-41-735 56 views 4 comments 0 points Most recent by User_2025-02-03-20-01-41-735
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Date Filter - "Today" with specific time periodContent I have a report that shows incidents closed. Is there a way to do a date filter for "today"? Not -1day or -24 hours, but incidents closed "today, the day the rep…
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Select query in between two valuesContent HI All, I have two fields having values like as val1=ABC111 val2=ABC222 can any one help me how to check ABC115 is in between val1 and val2 using ROQL. Thanks, C…