Reporting and Analytics
Discussion List
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Average answer time for emails repliedContent Hi everyone, I wonder if anyone has a report they can share that would do the following: I am looking for a quick way how to find out how many e-mails were repli…User_2025-02-03-16-51-39-328 31 views 9 comments 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service -
Wait Time (Listening) calculation question on Chat reportContent Hi there! I have create a report (pdf of report and definition attached). I need help verifying that the column called "Wait Time/Listening" is calculating what …User_2025-02-01-08-18-48-897 22 views 2 comments 0 points Most recent by User_2025-02-01-08-18-48-897 Reporting & Analytics for B2C Service
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Agents available for Chat - Visual representationContent Hi, I've been tasked with creating a visual representation of agents available for chat. I think we can do this using a Gantt chart. As you can see from the char… -
Delete row if match is found with previous rowContent Hi, I have a report that brings back incidents and various bits of information. The Incident Reference number will be repeated but I've sorted it in a way where …King Jack 62 views 5 comments 1 point Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service -
Report on Text Responses within GuideContent Hello, One of our teams would like to use a guide with text questions/responses, then pull reporting to see what exactly the responses were. This guide would be …User_2025-02-01-08-53-36-401 19 views 0 comments 1 point Most recent by User_2025-02-01-08-53-36-401 Reporting & Analytics for B2C Service
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Nested aggregates question?Content Good Afternoon! I am trying to put a report together that shows the total spend for each agent. It would normally be a pretty straight forward formula of "sum(to…User_2025-02-03-20-32-49-592 17 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service
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Reporting off a new site within the same interfaceContent We are currently going through the process of moving some of our content into two new categories which will lie on the same interface but will have two new sites…User_2025-02-03-19-27-19-072 26 views 1 comment 0 points Most recent by Mig Ponce-121584 Reporting & Analytics for B2C Service
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Display duplicate incidents (emails) from the queueContent Hi, I am quite new to reporting so I hope my question will not be too trivial. I am trying to create a report that would show only the incidents in our Qs that c…User_2025-02-03-16-51-39-328 46 views 9 comments 0 points Most recent by User_2025-02-03-16-51-39-328 Reporting & Analytics for B2C Service
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Need Chat Agent Response Time on reportContent Hi there! We use chat extensively and we us the auto-response to say,"Thank you for using Live Chat. This is Corine, how may I help you?" I need a way to find ou…User_2025-02-01-08-18-48-897 36 views 4 comments 0 points Most recent by User_2025-02-01-08-18-48-897 Reporting & Analytics for B2C Service
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How to intercalate interval fieldsContent I'm doing a report with the incidents of a certain period using year/month to group the date field. I also want to show the percentage side-by-side with this fie…User_2025-02-03-20-37-52-959 26 views 1 comment 0 points Most recent by Danette Beal Reporting & Analytics for B2C Service
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Convert and Sum a Text Field to a Time FieldContent I am attempting to Sum the total of Hours and Minutes of a text field for a report. The current text format is HH:MM. I need it converted into HH:MM numbers and …Erik Henley-82378 31 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service
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Using column total in calculationsContent I'm sure there is an easy solution for this, but I feel like I am tilting at windmills now. I have a cross tab report that breaks down chats by hour intervals, g…User_2025-02-03-19-02-06-857 62 views 2 comments 1 point Most recent by User_2025-02-03-20-37-52-959 Reporting & Analytics for B2C Service
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Live incident servicing time calculationContent I am unable to generate live report on the servicing time similar to milestones report since the incident performance report only generated overnight. Anybody ab…Dara Bunhim 23 views 6 comments 0 points Most recent by Dara Bunhim Reporting & Analytics for B2C Service
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Highlight current asset within an incident when contact has multiple assets.Content I am trying to highlight the asset that is assigned to the current incident when the contact has multiple assets. We have many contact records that have multiple…User_2025-02-01-08-41-50-757 20 views 4 comments 0 points Most recent by User_2025-02-01-08-41-50-757 Reporting & Analytics for B2C Service
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See how many incidents an agent has closed?Content Is there a report created or we can make (which fields?) to see which agents closed (resolved) how many jobs, taking into a consideration that an agent may not h…User_2025-02-03-19-49-57-702 44 views 3 comments 0 points Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service
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Creating custom report with queue and categoryContent Hi. We aren't very skilled in Oracle and have been reviewing all of these documents but were still having issues creating a report. We don't know how to get what…User_2025-02-03-17-07-21-223 55 views 1 comment 0 points Most recent by Danette Beal Reporting & Analytics for B2C Service
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Hide recent dataContent Hi, In the report search page how I can hide the recent data section, find the highlighted area in the attached image.User_2025-02-03-17-33-38-898 39 views 4 comments 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service
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Incident Details/Agent Queue Report (To Use as a Report Link) - Analytics Cookbook RecipeContent Incident Details Report Agent Queue for Report Linking Author: Kenny T Oracle Service Cloud Analytics Product Manager Difficulty rating: (Basic) Target persona: …Kenny Tietz-23935 128 views 2 comments 3 points Most recent by Sean FitzGerald Reporting & Analytics for B2C Service -
Yesterday's Backlog + Today's Created IncidentsContent Hi, I am fairly new to reporting and analytics so please bear with me if this is something that should be obvious. I've done some searching and I've tried to fig…User_2025-02-03-22-22-34-586 32 views 13 comments 0 points Most recent by Danette Beal Reporting & Analytics for B2C Service
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Report Schedule Management - "sent from"Content The new Report Schedule Management feature is a very helpful feature. We are however currently struggling to see who the report is sent from. Does anyone have an…User_2025-02-03-16-51-39-328 29 views 1 comment 0 points Most recent by Simon Kilgarriff-118560 Reporting & Analytics for B2C Service
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How to create a report on Custom FieldContent Dear All, I am looking for detailed information, if anyone can share, i have a requirement which goes like this: Similar to Status Field in incident Workspace ( …Rajesh Singh-61723 24 views 6 comments 0 points Most recent by Danette Beal Reporting & Analytics for B2C Service
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Query of CustomFieldsContent I have a custom field in Orgs, which would like to have a search only of this field with distinct, because if it is many records, the query is not running. Any s…User_2025-01-28-01-20-07-657 44 views 2 comments 0 points Most recent by User_2025-01-28-01-20-07-657 Reporting & Analytics for B2C Service
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Get multiple answers in one row for feedbackContent Hi, We have a survey with 3 questions something like: * Why did you leave this feedback? (Several checkboxes) * What rating do you give? (Several radio buttons) …User_2025-02-03-19-49-57-702 28 views 3 comments 0 points Most recent by Jess Campbell Reporting & Analytics for B2C Service
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Select Join - allow different type of joinsContent Looking at https://cloudcustomerconnect.oracle.com/posts/66caf8788a - wondering if this was put in or there is a workaround? I currently want to pull all survey …User_2025-02-03-19-49-57-702 28 views 3 comments 0 points Most recent by Scott Harwell Reporting & Analytics for B2C Service
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Creating a report for Custom FieldContent Dear All, I am looking for detailed information, if anyone can share, i have a requirement which goes like this: Similar to Status Field in incident Workspace ( …Rajesh Singh-61723 14 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service
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Letting Users See Attachments from a ReportContent Hi all, We have a daily report wherein customers can send in screenshots to us showing a bug in our game. We have this report auto-email interested internal user…User_2025-02-03-18-33-19-109 23 views 2 comments 0 points Most recent by User_2025-02-03-18-33-19-109 Reporting & Analytics for B2C Service
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count combined with ifContent Hi all, maybe I am thinking too complicated, but there is a challenge I have currently no solution for: I am trying to count records with an if condition. That i…User_2025-02-03-17-17-22-167 63 views 1 comment 0 points Most recent by Satish Iyer-125765 Reporting & Analytics for B2C Service
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Agent Reports for Incidents and Chat created today by hourContent Does anyone know if there is a report available that can show me: 1. Incidents & Chats that were created (Today) by hour. 2. Which agent picked up/resolve the in…User_2025-02-03-18-52-34-989 33 views 1 comment 0 points Most recent by User_2025-02-03-17-19-59-884 Reporting & Analytics for B2C Service
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Incident Counts for Historical Reporting ChangingContent I'm scratching my head over here. I have a very basic report (definition image attached) that I have been using to look at month over month trends since we start…User_2025-02-03-16-43-35-294 17 views 3 comments 0 points Most recent by User_2025-02-03-16-43-35-294 Reporting & Analytics for B2C Service
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Limit the number of records to 5 in a reportContent Hi All, I am trying to limit a report such that it should show only 5 records. I have a custom object called bill with bill date, bill number etc as fields. My r…Jaya Krishna Sumanth Ch 43 views 2 comments 0 points Most recent by Jaya Krishna Sumanth Ch Reporting & Analytics for B2C Service