Reporting and Analytics
Discussion List
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Adding a specific contact email to report results?Summary: Content (required): We have an incident/email contact report that runs on a date range, filters out all null (contact with no email addresses) and groups duplic… -
Outgoing MailboxesSummary: We currently have 2 Incidents Worskpaces and also we previously configured 2 Outgoing Mailboxes. What is important for our company it's to have a specific Outgo…User_MAWOS 21 views 4 comments 0 points Most recent by User_MAWOS Reporting & Analytics for B2C Service -
Pass search values to new recordSummary: Hi, If I have a search in a report where I search contacts for example, by First Name and Last Name, and if I choose to create a new contact, is there a way to …Sorins -Oracle 21 views 0 comments 0 points Started by Sorins -Oracle Reporting & Analytics for B2C Service
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Link Checker/Broken URIs is not updatingSummary: Broken links fixed - report still shows old URIs Content (required): I fixed over 1500 broken links in our knowledge base yesterday. I ran the Common/Site Admin…Scott Heidenreich 31 views 1 comment 0 points Most recent by Scott Heidenreich Reporting & Analytics for B2C Service -
How can you join 2 tables without an intermediate table?Summary: I need assistance with how to join 2 tables in a report without the intermediate table it is telling me I have to use. I have data in an Answers table and a cus…User_2025-02-12-02-07-32-442 31 views 3 comments 0 points Most recent by User_2025-02-03-16-51-39-328 Reporting & Analytics for B2C Service -
How to create a number only field on Oracle B2C RightNow?Summary: Content (required): Hello, I'm using Oracle B2C RightNow. I wish that the field bellow allowed only numbers input (no letters or symbols). Is it possible? I don…User_2025-02-12-03-33-58-985 11 views 3 comments 0 points Most recent by Justin_D Reporting & Analytics for B2C Service
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Frequent ReportsSummary: Custom Report Useage Content (required): Is there a report that shows all the reports that are being used frequently by the users Version (include the version y…Boby B Jacob 31 views 2 comments 1 point Most recent by User_2025-02-03-22-07-33-802 Reporting & Analytics for B2C Service -
Actual SLT time worked by AgentSummary: we have a requirement to calculate the actual time worked by an agent on any incident taking SLA time and holidays into consideration Content (required): For B2…Jayashankar Lingaiah-Oracle 51 views 2 comments 1 point Most recent by Justin_D Reporting & Analytics for B2C Service
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RemovedSummary: Content (required): Version (include the version you are using, if applicable): 21C Code Snippet (add any code snippets that support your topic, if applicable):Manoj Maruvada 21 views 0 comments 0 points Started by Manoj Maruvada Reporting & Analytics for B2C Service
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Chat queue availability reportSummary: Historical report on how much time there was no agent available for a specific queue. Content (required): I'm looking for a historical report on how much time t… -
How to filter on the startdate of first event if a person may have multiple events attended?Summary: Report on only the first event Content (required): I need to have a report which only displays the first event to which a person has been. So I have the contact… -
Is There a More Detailed Database Dictionary?Summary: Is there a more detailed database dictionary for Oracle Service Cloud? Content (required): For example, I am finding that some of the information in the Databas…NDKoze 42 views 1 comment 1 point Most recent by Robert Surujbhan-Oracle Reporting & Analytics for B2C Service -
Find e-mail address in incident threadSummary: How can I make a report with an e-mail address in one column that is used to search in the initial customer thread in another column. With a third column showin…
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Organization Hierarchy ReportingSummary How to Correctly Report the Levels of an Organization's Hiearchy?Content I am trying to create an Organizational Hierarchy report that shows the number of Contac…NDKoze 77 views 4 comments 0 points Most recent by User_2025-02-03-22-07-33-802 Reporting & Analytics for B2C Service
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Can we trace categories changes in Audit LogSummary: Tracing categories changes in the Audit Log Content (required): As we all know, we can trace the incident transactions through the Audit log. But one of my clie…Vikash Patel 21 views 2 comments 0 points Most recent by Sasi Gudimetta-281012 Reporting & Analytics for B2C Service
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Help reporting on a button clickSummary: Need help reporting on a button click Content (required): I'm attaching my simple report definition (zipped xml) for when an agent clicks a button in their work…kerry walker 21 views 6 comments 0 points Most recent by kerry walker Reporting & Analytics for B2C Service -
Schedule a Dashboard to be emailedContent Hi All, It doesn't seem that we have the ability to schedule a dashboard to be sent to a group of email recipients, so I'm wondering what solutions you all use t…Mia B 29 views 9 comments 0 points Most recent by User_2025-02-03-22-07-33-802 Reporting & Analytics for B2C Service
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Which table should I use to calculate agent login time?Summary: Do I need to develop a report that calculates the login / logout time and which table is the most correct to use? accountsessionhistory or user_trans.type = 1? …Leonardo Santos 31 views 5 comments 0 points Most recent by User_2025-02-03-22-07-33-802 Reporting & Analytics for B2C Service -
Is it possible to find all the reports with their filter details ?Summary: We need to fetch all the reports in the system that do not have a Date filter in them as we need to then edit those reports . Content (required): Version (inclu…User_2025-02-03-22-07-33-802 31 views 1 comment 0 points Most recent by Anuj Behl Reporting & Analytics for B2C Service
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contacts.any_phone_raw is not returning data when searching for Contact Phone Alt 3Content We have a search report set up that utilizes contacts.any_phone_raw which based on the Data Dictionary should search within any phone number field on the contact…User_2025-07-18-04-45-06-758 15 views 2 comments 1 point Most recent by Lakshay Bhalla Reporting & Analytics for B2C Service
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Why my Logon Reports show duplicate rows?I did a new Logon Report to show start/end by day. But it is running with duplicate rows for each Agent, I would like show one row only. I'm using account_session_histor…Leonardo Santos 41 views 5 comments 0 points Most recent by Kurt Helfrich Reporting & Analytics for B2C Service
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"Records" is greyed out on the report, cannot edit even if I have permissionSummary: "Records" option on report design Content (required): Hi friends, I have an old report that I need to edit. I want to edit the records that can be opened from t… -
Duplicate contact email addressesSummary: Looking for downsides to allowing duplicate email addresses Content (required): We've recently come across a few reasons to allow duplicate email addresses for …kerry walker 11 views 2 comments 0 points Most recent by kerry walker Reporting & Analytics for B2C Service
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Search in Answer Source (Using Custom Script) - Analytics Cookbook RecipeContent Search in Answer Source Using a custom script Author: Bastiaan van der Kooij Independent Oracle Service Cloud Consultant Difficulty rating: (Advanced) Target per…User_2025-02-03-19-30-01-975 151 views 7 comments 10 points Most recent by Ssimpson-Oracle Reporting & Analytics for B2C Service
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Merged: We invite you to attend a ⭐️ LIVE ⭐️ webinar to deeply understand your Oracle Cloud Applica…This discussion has been merged.Bethany Hubbell 1 view 0 comments 0 points Started by Bethany Hubbell Reporting & Analytics for B2C Service -
How much data is too much dataSummary: We struggle with reports not running due to too much data. We average about 45,000 open incidents a day. Our oldest ticket is year and a half old. We are lookin…Jeff Scrobel 21 views 0 comments 0 points Started by Jeff Scrobel Reporting & Analytics for B2C Service -
We need a report on Anchors.Summary: Anchors arent represented well in answers and their solutions. How can we search for them? Content (required): I made a report to search an answer solution for …
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What is the Proper Syntax for an Exception Report Using the IF ArgumentSummary: Looking to change the color of the text when a result is outside of a SLA Using an Exception Report With a Logical Test Content (required): The report I've writ…Chuck Udzinski 21 views 2 comments 0 points Most recent by Chuck Udzinski Reporting & Analytics for B2C Service -
Enhanced Business Rule 2.0 LogSummary How to access EBR logContent Hi Can we access Enhanced Business Rule 2.0 log in BUI or in Agent Console. I know we can access legacy business rule from left navi…Baljeet Singh-231094 35 views 2 comments 0 points Most recent by Baljeet Singh-231094 Reporting & Analytics for B2C Service -
List of answers sent by agents on chat interactionsSummary It is possible to access chat_events.data_str in reports?Content Customer requested a report to list answers sent by agents over chat interactions. Reviewing cha…User_2025-02-03-17-16-55-538 31 views 3 comments 0 points Most recent by User_2025-02-03-17-16-55-538 Reporting & Analytics for B2C Service