Category 276
Discussion List
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Report on Indexed PhrasesContent Is there a way to pull indexed phrases for an Answer or Incident? We have had to ask Support in the past (usually met with an initial "we can't do this unless so…User_2025-02-03-18-13-34-376 18 views 0 comments 0 points Most recent by User_2025-02-03-18-13-34-376 Reporting & Analytics for B2C Service -
Please deleteContent Please deleteUser_2025-02-03-19-49-57-702 13 views 0 comments 0 points Most recent by User_2025-02-03-19-49-57-702 Reporting & Analytics for B2C Service
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Reusing reports for drill downsContent Good afternoon - First, apologies if this topic has been discussed and I was not clever enough in my searching to find the correct result. I have a pretty simple…Danielle Desrosiers 31 views 1 comment 0 points Most recent by Simon Kilgarriff-118560 Reporting & Analytics for B2C Service -
Creatiing a report that show if the incident and Knowledge baseContent I am creating a report based on Incident table and Account table filtered by queue. Also shows if incident was escalated and to which queue. The trouble I am hav…User_2025-02-03-18-58-29-626 17 views 2 comments 0 points Most recent by User_2025-02-03-18-58-29-626 Reporting & Analytics for B2C Service
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Reusable fields and filtersContent Hi, We have several reports, some of them based on similar filters and showing similar fields. As those filters and fields change ever time, is there a way to cr…User_2025-02-01-09-02-04-510 24 views 2 comments 1 point Most recent by Carl Elliott Reporting & Analytics for B2C Service
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Workspace/Workflow Usage by Profile - Analytics Cookbook RecipeContent Workspace/Workflow Usage by Profile Find Out Who is Using What Author: Levi D Oracle Service Cloud Support Difficulty rating: (Intermediate) Target persona: Site…Levi Dyckman-Support-Oracle 69 views 4 comments 5 points Most recent by Danette Beal Reporting & Analytics for B2C Service -
Sort in Custom ReportsContent I'm not getting an option of Sort by Menu Sequence for Sorting for Custom Report. Can any one help that why is this option disabled? Version May 2017Bhargav 31 views 2 comments 0 points Most recent by Danette Beal Reporting & Analytics for B2C Service
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Remove downloads from a given IP addressContent I am using a basic 'answer usage' report that provides confirmation of the number of the number of visits and the proportion of the visits that resulted in downl…User_2025-02-03-16-56-52-129 26 views 2 comments 0 points Most recent by User_2025-02-03-18-13-34-376 Reporting & Analytics for B2C Service
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Count of categories and statuses not showing correctlyContent Hello, I created a report for some specific Incients. On this report I wanted to add two pie charts in which should appear the count of Categories and Statuses o…User_2025-02-03-17-38-42-482 17 views 6 comments 0 points Most recent by Lage Antony-121144 Reporting & Analytics for B2C Service
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Scheduled report limiting to 10,000 rows and not exporting all dataContent Hi, Scheduled report is limiting the data to 10,000 rows. I am getting the report sent over as .CSV attachment, the data is more than 10,000 rows but the report …User_2025-02-03-16-11-55-768 44 views 5 comments 0 points Most recent by User_2025-02-03-16-11-55-768 Reporting & Analytics for B2C Service
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Showing all incidents where a user has completed a survey along with survey resultsContent As the title suggests! Can anyone please advise me how I would get a report showing all incidents that has a closure survey completed and the relevant answers/re…King Jack 31 views 1 comment 1 point Most recent by Jess Campbell Reporting & Analytics for B2C Service -
Incident Address History tab with Quick Search behaviorContent Hi there, I’ve attached a quick video about what I’m trying to accomplish here. My question is: is there a way to make that Incident Address History tab "automag…User_2025-02-03-18-54-30-672 14 views 2 comments 0 points Most recent by User_2025-02-03-18-54-30-672 Reporting & Analytics for B2C Service
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How to remove the Limit and Order section from filters?Content There is a limit and order section in filters screen which can be seen just above the search button and i want to remove that.Can someone help me to work on it? …User_2025-02-03-19-33-34-796 37 views 5 comments 0 points Most recent by User_2025-02-03-19-33-34-796 Reporting & Analytics for B2C Service
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Include empty Qs in a report.Content Hi, I have a report that shows incidents per Qs. It is not showing the Qs that are currently empty. I would like it to show the empty Qs as well. The report is b…User_2025-02-03-16-51-39-328 25 views 9 comments 1 point Most recent by User_2025-02-03-16-51-39-328 Reporting & Analytics for B2C Service
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Report FiltersContent Is there a way to remove spaces from the data being searched? For example, if the phone number data contains phone numbers such as: 0123456789 0123 456 789 If I …User_2025-02-03-19-57-59-416 27 views 2 comments 0 points Most recent by Danette Beal Reporting & Analytics for B2C Service
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Incident Reporting under Agent that Took No ActionContent I have a report that shows Agent Incident activity during a set interval but I've noticed something that isn't reporting how I would like. It is showing all Inci…User_2025-02-03-22-22-34-586 52 views 1 comment 0 points Most recent by User_2025-02-03-16-51-39-328 Reporting & Analytics for B2C Service
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Guided Assistance Effectiveness (By Guide) - Analytics Cookbook RecipeContent Guided Assistance Effectiveness By Guide Author: Joe Landers Difficulty rating: (Basic) Target persona: Call Center Director, Business Analyst, Knowledge Adminis…Joe Landers 26 views 1 comment 3 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service -
Guided Assistance Performance Summary - Analytics Cookbook RecipeContent Guided Assistance Performance Summary Author: Joe Landers Difficulty rating: (Basic) Target persona: VP Operations, Business Analyst, Call Center Director, Knowl…Joe Landers 43 views 1 comment 3 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Channel Distribution by Interface - Analytics Cookbook RecipeContent Channel Distribution By Interface Author: Joe Landers Difficulty rating: (Basic) Target persona: VP Operations, Business Analyst, Call Center Director For compan…Joe Landers 35 views 1 comment 3 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Channel Distribution (Incidents Created by Source) - Analytics Cookbook RecipeContent Channel Distribution Incidents Created By Source Author: Joe Landers Difficulty rating: (Basic) Target persona: Chief Customer Officer, VP Operations, Business A…Joe Landers 45 views 1 comment 3 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Contact Reasons - Analytics Cookbook RecipeContent Contact Reasons Incidents Created By Source, Interface, Queue, Disposition, Product, and Category Author: Joe Landers Difficulty rating: (Intermediate) Target pe…Joe Landers 51 views 1 comment 3 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Answer Effectiveness Micro View - Analytics Cookbook RecipeContent Answer Effectiveness Actionable Knowledge Foundation Author: Joe Landers Difficulty rating: (Basic) Target persona: Business Analyst, Training Manager, Knowledge…Joe Landers 47 views 1 comment 4 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Knowledgebase Performance - Analytics Cookbook RecipeContent Knowledgebase Performance Actionable Knowledge Foundation Author: Joe Landers Difficulty rating: (Basic) Target persona: Chief Customer Officer, VP Operations, B…Joe Landers 80 views 1 comment 3 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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KB/CP/Guide Usage Summary - Analytics Cookbook RecipeContent Usage Summary Summary of CP, Knowledge, and Desktop Usage Author: Joe Landers Difficulty rating: (Basic) Target persona: Chief Customer Officer, VP Operations, B…Joe Landers 86 views 1 comment 4 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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incidents.search_thread and phrasesContent Hi, I created a report to use incidents.search_thread to search incidents. The idea is to be able to search for a few keywords or a phrase describing an issue. I…User_2025-02-01-07-03-13-295 50 views 1 comment 0 points Most recent by User_2025-02-03-20-08-03-425 Reporting & Analytics for B2C Service
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Report with a filter on a column which is not a primary keyContent Hi everyone, To respond to my client's need, I activated the option "Email Address Sharing" to allow the creation of multiple contacts with the same email. The a…User_2025-02-03-17-19-35-270 26 views 5 comments 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service
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Dynamic column generation using Report Custom ScriptsContent Is there any way to dynamically generate column from a custom filed value in Report? For eg: I have a custom filed c$type with values Request, Complaint, Enquiry…Vijay Krishna VS-Oracle 20 views 2 comments 1 point Most recent by Vijay Krishna VS-Oracle Reporting & Analytics for B2C Service
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Schedule times - which timezone?Content I have a report that is set to be using a different time-zone than the one I am in. I was asked to schedule this report for the people in the report's time-zone.…User_2025-02-03-16-51-39-328 33 views 6 comments 0 points Most recent by User_2025-02-03-16-51-39-328 Reporting & Analytics for B2C Service
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How to backlog and find when an incident was assigned to an agentContent Hi All, I have a reporting query. My requirement is to find the count of assignments of incidents that were assigned to a particular agent on a backdated time. F…User_2025-02-03-19-31-14-086 25 views 5 comments 1 point Most recent by User_2025-02-03-19-54-01-010 Reporting & Analytics for B2C Service
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Export/Print Formatting or Layout IssueContent I'm having an issue with exporting and/or printing a dashboard. Here's my scenario. Please let me know what I may be doing wrong. I've created a dashboard that i…User_2025-02-03-18-15-20-995 26 views 2 comments 0 points Most recent by User_2025-02-03-18-15-20-995 Reporting & Analytics for B2C Service