Reporting and Analytics
Discussion List
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Show First Time AssignedContent Hello I'm new to this forum so I hope this is the right place. I'm building a report for a team that shows the time spent from initial incident creation to when …User_2025-02-03-21-37-51-574 36 views 2 comments 1 point Most recent by User_2025-02-03-21-37-51-574 Reporting & Analytics for B2C Service -
date_diff does not appear to work on dates past 01/01/1970Content Hi All, As many will know, for a long time the date and date/time fields in OSvC would not accept dates prior to 01/01/1970 due to them using UNIX time and seemi…Mike Griffiths 24 views 3 comments 2 points Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service -
Auto Increment Date VariableContent Hi all, Was curious if there was a way we can auto increment a date variable - say hours - to show all increments, regardless of whether there is data for that i…User_2025-02-03-18-58-51-486 30 views 4 comments 0 points Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service
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add link to workspaceContent Hello, is there a possibility to add a link to a workspace? The url behind the link consists of three parts, for example: https://aaaaaa.com/bbbb/ccccdddd/eeeee …User_2025-02-03-20-43-55-510 13 views 2 comments 0 points Most recent by Suresh Thirukoti-Oracle Reporting & Analytics for B2C Service
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How to report on Historic Queue stats.?Content I have a report that shows the number of open incidents in all queues (attached). I would like to get the same report to show me the same data but at a specific …User_2025-02-03-16-51-39-328 19 views 3 comments 0 points Most recent by Suresh Thirukoti-Oracle Reporting & Analytics for B2C Service
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calculate running balance?Content I'm trying to get a report to compile a running balance. I have custom fields to capture all the data, and I know I need a custom script for the calculation, but…User_2025-02-01-08-46-19-550 63 views 19 comments 2 points Most recent by User_2025-02-01-08-46-19-550 Reporting & Analytics for B2C Service
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Count of ans_stats.hits including 0Content I'm making a report to count the ans_stats.hits for all answers in a given time period. I have an outer join on answers and ans_stats and the only filter is on d…User_2025-02-03-18-13-34-376 35 views 4 comments 0 points Most recent by User_2025-02-03-16-51-39-328 Reporting & Analytics for B2C Service
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Audio Alert on Reports (Exceptions)Content Hi, Is it possible to have an exception give an audio alert? In my case, I was asked if we can provide one for a report we use for Live Chat Monitoring. Basicall…User_2025-02-03-16-51-39-328 16 views 7 comments 1 point Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service
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show customer all incidents of colleguesContent Hello, within the customer portal there is an "support history" area, when you logged in with your customer account. This area displays all your incidents you ha…User_2025-02-03-19-37-39-407 34 views 5 comments 0 points Most recent by User_2025-02-03-21-53-19-701 Reporting & Analytics for B2C Service
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FontsContent Does anyone have a text file of the fonts available from the styles explorer? I really don't want to type them all out for a tender response... Thanks! MarkMark Kehoe-124305 18 views 1 comment 0 points Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service -
Calculate target date from another date (excluding weekends and holidays)Content Hi, I have a requirement to show a 'target date' based on a custom date/time field. This is basically showing the target for a given team to deal with an inciden…User_2025-02-03-17-31-49-785 28 views 41 comments 0 points Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service
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Possible to query an incident thread type (ie. private note) to contain a specific keyword (ie....Content I'm looking to create a report that displays only incidents that contain a specific word in a private note. I'm having no problem displaying incidents that both …MikeA 41 views 7 comments 1 point Most recent by Gursimran Singh Saini Reporting & Analytics for B2C Service -
How export custom report data into PDF formatContent Exist a rightnow function (in php code) that allows to export the custom data report result into PDF format file or that allows to create a PDF file with the inc…User_2025-02-03-17-24-49-363 43 views 4 comments 0 points Most recent by User_2025-02-03-17-24-49-363 Reporting & Analytics for B2C Service
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Reporting on Incidents that were Saved with no Actual ChangesContent Reporting when an Agent opens an existing incident for viewing and then saves it without making any kind of changes. It appears when this happens, the user_trans…Joe P. 24 views 4 comments 0 points Most recent by Suresh Thirukoti-Oracle Reporting & Analytics for B2C Service -
Logged in / Logged offContent I've been asked to have a list of accounts that shows "logged in / logged off" for all accounts and then show the last time logged in (or off) I got somewhat ann…Chris Clifton 73 views 13 comments 1 point Most recent by Mike Griffiths Reporting & Analytics for B2C Service -
Dashboard Drill-Down Level RefreshContent We have a dashboard that has a drill-down view. After clicking into the drill-down view the dashboard will eventually refresh (after 120 seconds) which causes th…User_2025-02-01-08-41-00-820 57 views 4 comments 0 points Most recent by NDKoze Reporting & Analytics for B2C Service
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Documentation About Standart ReportsContent Hello, Where can I find documentartion about all Pre-Made Reports? I have a old version (051509v1_feedback_catalog_of_reports.pdf, 051509v1_marketing_catalog_of_…Maria -121372 28 views 3 comments 1 point Most recent by Maria -121372 Reporting & Analytics for B2C Service -
Wrong Language ReportedContent I wonder if anyone came across this situation? I have an incident (email) that has both the Incident Language and Contact Language set to Danish, but when I run …User_2025-02-03-16-51-39-328 26 views 15 comments 0 points Most recent by Gursimran Singh Saini Reporting & Analytics for B2C Service
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to_number not working as expectedContent Code is below. I'm outputting all 3 fields individually. The first is 1, the second and third are both zero. When I add a new column with the definition below, I…User_2025-02-03-19-49-57-702 34 views 1 comment 1 point Most recent by User_2025-02-03-19-49-57-702 Reporting & Analytics for B2C Service
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Inline editing for Account Hierarchy for multiple staff accountsContent Hello, I am looking for a good way to manage multiple staff account's account hierarchy. With the goal to be able to move accounts under new Managers faster than…Jake Wood 32 views 3 comments 1 point Most recent by Gursimran Singh Saini Reporting & Analytics for B2C Service
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Export/Import From Test to ProdContent Hi All, We are in the middle of moving our configuration from our test environment to production environment for initial go-live. We exported and imported custom…User_2025-02-03-19-29-58-097 34 views 1 comment 2 points Most recent by User_2025-02-03-19-25-29-971 Reporting & Analytics for B2C Service
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Hiding first X number of lines of a reportContent Hi everyone This sounds simple, but I cant work out how to hide the first X number of lines of a report. One of the customer portal pages I'm building needs to s…User_2025-02-01-08-17-55-035 26 views 11 comments 0 points Most recent by User_2025-02-01-08-17-55-035 Reporting & Analytics for B2C Service
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Resetting Custom Filter in Schedule Back to Default?Content I attempted to do this by setting everything back to NO VALUE, but that doesn't seem to work. Is the ONLY OPTION deleting the schedule and starting over? Thanks,…Joe P. 14 views 1 comment 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service
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Incident Closure Using Knowledge (Knowledge Advanced) - Analytics Cookbook RecipeContent Incident Closure Using Knowledge (Knowledge Advanced) Insight into Volume of Incidents and Use of Knowledge in Closing Incidents Author: Shripada Hebbar Difficul…User_ZQOLA 53 views 1 comment 2 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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How can i export report result into pdf format (php code) ?Content I need to create a PDF report of an incident and i need to attach this to incident. When I run a analytic custom report from the php script code, the report's re…User_2025-02-03-17-24-49-363 60 views 2 comments 0 points Most recent by User_2025-02-03-17-24-49-363 Reporting & Analytics for B2C Service
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Queue interactions count in ticketContent I would like to know how to create a report that counts all the incidents that a queue has had any action, be it resolving, responding, and transferring to anoth…User_2025-02-03-17-19-40-969 28 views 1 comment 0 points Most recent by User_2025-02-03-17-19-40-969 Reporting & Analytics for B2C Service
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Report with incident summary attached to the incidentContent Hello I have little time in this tool, and they ask me for difficult things, so I ask for your help. I tell you, I have an incident that when I change to Accepte…User_2025-02-03-18-15-12-114 29 views 2 comments 0 points Most recent by User_2025-02-03-18-15-12-114 Reporting & Analytics for B2C Service
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Time on Task for Email HandlingContent Well, I couldn't get anyone to respond to my initial question here so I'll rephrase and move to a different forum to see if anyone has insight. Any idea how (usi…User_2025-02-03-19-14-36-357 27 views 1 comment 0 points Most recent by Simon Kilgarriff-118560 Reporting & Analytics for B2C Service
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Clickstream and Answer DetailsContent Hi all, I'm trying to work on a report where it displays the Answer ID, Answer Product and Contact Name who viewed the answer in a given period. I'm using the Cl…User_2025-02-03-18-13-34-376 37 views 4 comments 0 points Most recent by User_2025-02-03-18-13-34-376 Reporting & Analytics for B2C Service
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Create RightNow Report - show status changes/historyContent Hi, Complete and utter n00b here (long time lurker), so apologies if I say something stupid or name anything incorrectly. My query relates to Oracle RightNow. My…User_2025-02-03-20-04-40-826 36 views 1 comment 1 point Most recent by Danette Beal Reporting & Analytics for B2C Service