Reporting and Analytics
Discussion List
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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 22 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 22 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 12 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 52 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 43 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 81 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 23 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 30 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 43 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 12 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_2025-02-03-19-30-01-975 153 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 22 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 37 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 32 views 3 comments 0 points Most recent by User_2025-02-03-17-16-55-538 Reporting & Analytics for B2C Service
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Option to reset search filters in contact search reportSummary How can we enable agents to reset the search fields to serve the next customer?Content Hi there, We have an issue with search reports when agents use them; when …