Reporting and Analytics
Discussion List
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Reports in tst siteContent Wanted to solicit input pertaining to my Idea from last month (http://communities.rightnow.com/posts/14a18bdb64) regarding scheduled reports on the tst site. Asi…User_2025-02-03-21-53-19-701 24 views 2 comments 0 points Most recent by User_2025-02-03-21-53-19-701 Reporting & Analytics for B2C Service -
Category/Subcategory Report "multiple" as a valueContent We created a report to pull out all Answers by Category and Subcategory including different Categories/Subcategories for the same answer. We were able to yield t…User_2025-02-03-16-32-37-376 27 views 4 comments 0 points Most recent by User_2025-02-03-16-32-37-376 Reporting & Analytics for B2C Service
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Answers Search ReportContent Hi, is there any report that shows me: - Most common words searched in the customer portal and in the KnowledgeBase Widget - Most common answers accessed Thank y…User_2025-02-03-20-37-56-957 25 views 2 comments 0 points Most recent by User_2025-02-03-20-37-56-957 Reporting & Analytics for B2C Service
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Report used as Announcement on Customer PortalContent Hello all, I'm hoping someone could help guide me in the right direction with a specific report my organisation is using as an announcement on our customer porta…User_2025-02-03-19-22-07-281 24 views 10 comments 0 points Most recent by User_2025-02-03-21-53-19-701 Reporting & Analytics for B2C Service
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Linking to Quick Search Report from Parent ReportContent I'm trying to get a quick search report to open an incident directly from a parent report. What is happening is I click the link (Ref Num) on the parent report. …User_2025-02-03-18-49-47-601 36 views 4 comments 0 points Most recent by Anuj Behl Reporting & Analytics for B2C Service
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Chat Exception Report HelpContent Hello, I am trying to create a chat exception report...any help is greatly appreciated. Chat hours = 8:30 am - 5:00 pm ; Monday - Friday What hours within this w…User_SUEFB 13 views 1 comment 0 points Most recent by User_2025-02-03-16-48-16-590 Reporting & Analytics for B2C Service -
Visitor event TABLE in data dictionaryContent Can someone tell me the purpose of this table? It has some columns in it that I would find useful but it does not appear to have data. My desire is to understand…Just Rhianna 35 views 1 comment 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service -
Set Value of filter from value on workspaceContent The use case is to pass the value of the service product on an incident to the report used by the agent to search the knowledgebase. How would I accomplish this?…Just Rhianna 34 views 1 comment 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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Categories in OrderContent Does anyone know if it is possible to build a report that displays Categories in the order they are listed in the 'Product/Categories/Dispositions' section? I've…User_2025-02-03-20-02-06-095 26 views 2 comments 0 points Most recent by User_2025-02-03-21-53-19-701 Reporting & Analytics for B2C Service
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Where to monitor how many sessions used and how many leftContent I need to monitor the site status. I know I can get the information about the current service status and historial service status through VCIO while where I can …User_2025-02-03-20-13-40-492 35 views 2 comments 0 points Most recent by User_2025-02-03-21-53-19-701 Reporting & Analytics for B2C Service
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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…User_2025-02-03-20-25-38-604 28 views 1 comment 1 point Most recent by Just Rhianna Reporting & Analytics for B2C Service
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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…Mohana Gopal S-Oracle 34 views 2 comments 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service -
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…User_2025-02-03-18-49-47-601 16 views 1 comment 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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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 37 views 2 comments 0 points Most recent by User_2025-02-03-16-48-16-590 Reporting & Analytics for B2C Service
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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…User_2025-02-03-17-25-45-877 31 views 6 comments 0 points Most recent by Keri Jenkin Reporting & Analytics for B2C Service
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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…Durgarao-Oracle 15 views 2 comments 0 points Most recent by Durgarao-Oracle Reporting & Analytics for B2C Service -
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 …Durgarao-Oracle 18 views 3 comments 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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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 …Durgarao-Oracle 25 views 1 comment 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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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.…Stephanie Kaleva 33 views 3 comments 0 points Most recent by Sara Fiorille Reporting & Analytics for B2C Service -
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…User_2025-02-03-16-16-07-671 37 views 6 comments 0 points Most recent by Susie Boyer Reporting & Analytics for B2C Service
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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 33 views 2 comments 0 points Most recent by User_2025-02-03-20-12-51-730 Reporting & Analytics for B2C Service
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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.User_2025-02-03-19-26-30-538 23 views 7 comments 0 points Most recent by Darsen Prasad Reporting & Analytics for B2C Service
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eyespike1 23 views 2 comments 0 points Most recent by Darsen Prasad Reporting & Analytics for B2C Service
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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 Reporting & Analytics for B2C Service
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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 26 views 6 comments 0 points Most recent by User_2025-02-03-21-53-19-701 Reporting & Analytics for B2C Service
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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 …Mohana Gopal S-Oracle 49 views 14 comments 0 points Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service
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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 28 views 2 comments 1 point Most recent by User_2025-02-03-16-19-22-504 Reporting & Analytics for B2C Service
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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 …Suresh Thirukoti-Oracle 44 views 1 comment 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service -
'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 26 views 2 comments 0 points Most recent by User_2025-02-03-18-31-01-524 Reporting & Analytics for B2C Service