Category 276
Discussion List
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RN: Reporting on SR status changes (specifically from closed back to an open status)Content 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_2025-02-03-17-31-02-102 12 views 2 comments 0 points Most recent by Simon Kilgarriff-118560 Reporting & Analytics for B2C Service -
Date Format for Month YearContent We have recently upgraded from Feb 16 to Aug 17. In Analytics, we have noticed a change to the Month Year date format. Previously it would return it as 'Oct. 201… -
Mobile and Desktop/Laptop FAQ ViewsContent Hi there, I was wondering if anyone knew either how to create or if there was a report available that would be able to distinguish FAQ Views (Answer Views) on mo…User_2025-02-03-21-54-59-673 34 views 1 comment 0 points Most recent by Suresh Thirukoti-Oracle Reporting & Analytics for B2C Service
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Substitution URL for Attachments in Custom ObjectsContent Hi all, I've been using the below expression as a URL substitution in a report to allow us to quickly open attachments directly from the report. However the expr…User_2025-02-03-16-58-30-021 42 views 9 comments 0 points Most recent by Suresh Thirukoti-Oracle Reporting & Analytics for B2C Service
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Reports for C-level ManagementContent Hi Guys, There are many reports in the system but i wanted to ask for any suggestions for any kind of reports for top level executives in an organization. Regard…Sylvia S. 27 views 3 comments 0 points Most recent by Sylvia S. Reporting & Analytics for B2C Service
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Reporting Multiple contacts to each IncidentContent We add multiple contacts to each Incident. I need to create a report which lists each contact and the incident they are related to (including where they are not …
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Real-time answer escalation rateContent I am looking for a report that will give me real-time answer escalation rates. I am able to find it as a stats report but has anyone been able to find this as a …User_2025-02-03-20-11-26-342 25 views 0 comments 0 points Most recent by User_2025-02-03-20-11-26-342 Reporting & Analytics for B2C Service
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How to fetch the status history for an incident.Content Hello Everyone: I need to develop a ROQL query to retrieve the status history for each incident. Attached is the document containing the screenshot of the sample…Farhad Pagdiwala-120269 39 views 22 comments 0 points Most recent by Farhad Pagdiwala-120269 Reporting & Analytics for B2C Service
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Sunday to Saturday - Week to date report - Date filter logicContent I am trying to have my report start running as a schedule and start on a specific Sunday. Then I would like each the report runs to include that day. So the firs…User_2025-02-03-20-12-47-837 32 views 2 comments 0 points Most recent by Justin_D Reporting & Analytics for B2C Service
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conversion for vdt_none column not implementedContent Hi, I get this error when running a report. The report has a script which sends emails (200 at a time). conversion for vdt_none column not implemented This seems…User_2025-02-03-19-49-57-702 26 views 1 comment 0 points Most recent by user3511667 Reporting & Analytics for B2C Service
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Conditional Chat Link AvailabilityContent Hi, we have multiple syndicated conditional chat widgets and i'd like to get stats for each widget/link availability (Impressions, active links, and links clicke…User_2025-01-31-17-30-10-462 23 views 3 comments 0 points Most recent by Simon Kilgarriff-118560 Reporting & Analytics for B2C Service
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Exclude results if all survey questions are not answeredContent Is there a way to exclude survey response that does not answer all questions? The report is showing multiple lines where a respondent has answered one question, …User_2025-02-01-08-17-38-818 25 views 4 comments 1 point Most recent by Simon Kilgarriff-118560 Reporting & Analytics for B2C Service
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Determine Last Row in $rowsContent Hi All, I have an issue with a report I'm constructing that I'm hoping you can advise me on. I need to construct a report that calculates the average message res…Mike Griffiths 62 views 8 comments 0 points Most recent by Gursimran Singh Saini Reporting & Analytics for B2C Service -
Infolets - Can we create them from scratch?Content Hello, The Infolets that are provided in the Service Reports are right along the lines of what I am trying to do. However, I would really like to create one from…User_2025-02-03-17-20-52-637 37 views 2 comments 0 points Most recent by User_2025-02-03-17-20-52-637 Reporting & Analytics for B2C Service
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Include Send Rejected Msg account in Incoming Email Filter Details reportContent Hi all. I want to add the "Send Rejected Messages To" field from Mailboxes Incoming Email details to the 'Incoming Email Filter Details report (ID:227). I've had…User_2025-02-01-08-17-38-818 31 views 3 comments 1 point Most recent by User_2025-02-01-08-17-38-818 Reporting & Analytics for B2C Service
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How can you remove the quotation marks around the comma in an .csv file generated by a schedule?Content I have people who need to take the results of a report I'm automatically generating and sending to them and suck the data up into another process. But it appears…User_2025-01-31-02-50-15-254 16 views 3 comments 0 points Most recent by Scott Harwell Reporting & Analytics for B2C Service
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Joining Contacts and Accounts table on email addressContent Is there a way to join Contacts and Accounts in a report? I can do it in Excel with two different reports, but looking to try with just one. Essentially, we have…User_2025-02-03-18-13-34-376 30 views 3 comments 2 points Most recent by Suresh Thirukoti-Oracle Reporting & Analytics for B2C Service
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Stretch or center a chart on a DashboardContent I built a Dashboard with a chart-only report on top and a grid report on bottom. Is there a way to center the chart or stretch it so there's not so much odd empt…User_2025-02-03-18-13-34-376 30 views 3 comments 0 points Most recent by User_2025-02-03-16-51-39-328 Reporting & Analytics for B2C Service
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Count how many incidents hit a specific queue firstContent SO, not sure how I'd do this without resorting to PHP I need to count how many incidents's first queue was 'X' - just a number. An incident could have obviously …User_2025-02-03-19-49-57-702 25 views 7 comments 2 points Most recent by User_2025-01-30-19-06-33-073 Reporting & Analytics for B2C Service
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First response calculation per QueueContent Hi I need to know how to get the first response time of an incident for each queue it passes. Example: Incident created in queue A, the agent responds to the con…User_2025-02-03-17-19-40-969 38 views 4 comments 1 point Most recent by User_2025-02-03-17-19-40-969 Reporting & Analytics for B2C Service
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Number of chats answered in the Satisfaction Survey reportContent I would like to bring the number of appointments in the Satisfaction Survey report. I currently have filters for: Queue, Date of search response and interface.At…User_2025-02-03-17-19-40-969 21 views 1 comment 0 points Most recent by Gursimran Singh Saini Reporting & Analytics for B2C Service
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Displaying Actions in Search Knowledgebase DrilldownContent I want the user to be able to search for an article using Search Knowledgebase, then get a list of all of the alternate-language versions of that article, then u…Alanna Larson-116442 23 views 2 comments 1 point Most recent by User_2025-02-03-17-33-11-482 Reporting & Analytics for B2C Service
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How to build a report to track "missed" toasts?Content I want to be able to see how often an agent is missing toasts. That is, how often an agent will let the toast message pop (3 times) and ignore it all three times…User_2025-02-03-19-17-24-977 31 views 3 comments 0 points Most recent by JBaxter Reporting & Analytics for B2C Service
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'Agent Login' Report - Clarification on 'Login End Time'Content Hi, There is a delivered 'Agent Login Report' (Reports Explorer > Service> Agent Reports > Agent Login) that shows info on number of log ins, average time logged…User_2025-02-03-18-13-40-131 33 views 3 comments 0 points Most recent by User_2025-02-03-18-13-40-131 Reporting & Analytics for B2C Service
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How to report on Archived incidents sent with Attachments?Content Hi everyone, wishing you a nice weekend. I have a requirement to report on all Incidents sent from OSvC with an attachment in January 2017. I checked and the Arc…User_2025-02-03-16-51-39-328 53 views 4 comments 2 points Most recent by User_2025-02-03-16-51-39-328 Reporting & Analytics for B2C Service
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REPORT: Filter on response to one question, and include answers to other questionsContent Example: I have a transactional survey with 10 questions. I want to create a report that shows only the responses where question 5 = Yes I want the output to sho…User_2025-02-03-22-34-08-805 26 views 7 comments 0 points Most recent by Suresh Thirukoti-Oracle Reporting & Analytics for B2C Service
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Questions Avoided- Smart AssistContent Is there a way to add a product filter to this report? Our Ask a Question page requires the customer to choose a product before submitting a question. I don't se…Kim Dante 44 views 1 comment 0 points Most recent by Chris van Es Reporting & Analytics for B2C Service -
Create Workspace accessible outside of chatContent In Oracle Right Now. I am trying to create a workspace that contains realtime reports. So far I have only been able to have it accessible as a chat workspace whi…User_2025-02-03-17-52-47-539 19 views 0 comments 0 points Most recent by User_2025-02-03-17-52-47-539 Reporting & Analytics for B2C Service
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Please deleteContent Please deleteUser_2025-02-03-19-49-57-702 12 views 1 comment 1 point Most recent by Suresh Thirukoti-Oracle Reporting & Analytics for B2C Service
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Change Date Format in reportContent Hi, I was trying to change the date format as 01-May-2017.I tried changing configuration setting the date format was changed in workspace but it was not reflecti…sophia john 64 views 2 comments 2 points Most recent by User_2025-01-29-22-08-41-708 Reporting & Analytics for B2C Service