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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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 40 views 5 comments 0 points Most recent by User_2025-02-03-17-34-38-012 -
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 24 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 … -
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 27 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 25 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 41 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 33 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 26 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 28 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 49 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…
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Filter returns less results than sliceContent I ran across a fun one... An agent reported seeing some, but not all, opportunities in a report. There is an opportunity workspace rule that assigns an opportuni…User_2025-02-03-19-13-33-019 25 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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List of Reports which is not being generated past one monthContent Hello Team, In my organization there are so many reports has been created that is unused as of now. We started cleaning process. I want to know the list of repor…
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Mismatch between reports when supervising chatsContent Hi everybody! We have a issue, where we have been unable to locate why we have a mismatch between some reports. I've created a copy of the "Chat Supervisor Home …
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Report to include backlog, cases created and cases closed in last 7 daysContent Is it possible to have one report to display the case backlog, the number of cases created in the last 7 days and the cases closed in the last 7 days. Example: O…
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Separate Weekday and Weekend DataContent I'd like to be able to separate weekday and weekend data in the same report. I'm using Answers Viewed by Answer (attached). 2 lines in the graph is ideal, but 2 …User_2025-02-03-16-48-16-590 33 views 3 comments 0 points Most recent by User_2025-02-03-16-48-16-590
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How to Include Framework Class in Custom Scripts in ReportsContent Hi, Taking a cue from https://cloudcustomerconnect.oracle.com/posts/ef33c4db85, I intend to include a CP core file into my custom script. But I'm struggling to d… -
Pass value from Quick Search to Report Web Browser ControlContent Hi! I want to create a quick search that takes an input value and passes it to the Web Browser Componet report to form a custom URL. The page I want to display r… -
Report to Pull Site Traffic DetailsContent Hello experts, Can we have a report which would pull the customer portal traffic, eg) number of hits today, in the last month etc ? If we have this capability (r… -
Report Issue-Column is not visible in filter levelContent Hi All, I have created custom object as **** and created the following fields 1.****_ID-Text (Plain) 2.TYPE-Menu 3.COMMENTS-Text(Long) While creating the report …User_2025-02-03-18-29-17-316 24 views 2 comments 0 points Most recent by User_2025-02-03-18-29-17-316
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Compare Month to Month Total Article EffectivenessContent Hello- first is to say that I am very new to this. 1. We are beginning to generate reports based on our new kb, looking for data from 1/1/15 to present. 2. Would…
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Use Logged In in an If Function in AnalyticsContent I am working on building a report, and the team has asked me to group incidents for a team based on who they are assigned to. They want to groups, all incidents … -
add contact notes form field in campaign?Content Hi Does anybody know how to add contact notes form field in campaign? It is not available, as far as i can tell, in merge fields, and I don't know how to make a …
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Add Filter to Report Using HooksContent I find it odd that there isn't much documentation on how to achieve the same (or maybe my searching skills aren't that good) but searching through the discussion…