Category 276
Discussion List
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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 36 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 48 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 37 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 49 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 55 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 49 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 83 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 91 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 56 views 1 comment 0 points Most recent by User_2025-02-03-20-08-03-425 Reporting & Analytics for B2C Service -
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 29 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 26 views 2 comments 1 point Most recent by Vijay Krishna VS-Oracle Reporting & Analytics for B2C Service -
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 41 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 37 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 32 views 2 comments 0 points Most recent by User_2025-02-03-18-15-20-995 Reporting & Analytics for B2C Service
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Multi-select by checkbox / form controls in a reportContent Hi, I have a report for incidents that has a drill-down level to show a preview of the email text. Our supervisors use this to check similar incidents. They want…User_2025-02-01-07-03-13-295 42 views 2 comments 0 points Most recent by User_2025-02-01-07-03-13-295 Reporting & Analytics for B2C Service
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If String Contains then ...Content Hello All We have a telephony data feed into Servicecloud. There are multiple (Telephony) lines for the same client. For the purposes of a report I want to group…User_2025-02-03-16-56-52-129 38 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service
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Category MapsContent I was asked by a colleague to assist in creating something to show a full map of categories used in the product. A few changes happened here and there and we end…Chris Clifton 54 views 0 comments 5 points Most recent by Chris Clifton Reporting & Analytics for B2C Service
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Can we report on Answers Viewed by Keyword Search?Content We're looking for a report that will show Answers Viewed based on Keyword Searches. So for example, if the search was "returns," and let's say I get 50 answers i…User_2025-02-03-19-48-53-278 31 views 2 comments 2 points Most recent by User_2025-02-03-19-48-53-278 Reporting & Analytics for B2C Service
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Duplicated results, how to remove duplicates?Content I have a report showing how many chats an agent has taken, handle time, wait time, wrap-up time, surveys completed on the agent, % of issues resolved (based on s…User_2025-02-01-08-49-58-624 86 views 2 comments 0 points Most recent by User_2025-02-01-08-49-58-624 Reporting & Analytics for B2C Service
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Chat Summary Recipe with 30 minute intervalsContent Hi all - We're using the recipe located here: https://cloudcustomerconnect.oracle.com/posts/df92150e62 but we need the reports listed in a 30-minute interval. I …User_2025-02-03-17-16-28-475 9 views 0 comments 0 points Most recent by User_2025-02-03-17-16-28-475 Reporting & Analytics for B2C Service
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Ticket Report - Tickets by ContactContent Hello, I am in need of creating a report for a client in which they want to know who is submitting the tickets. So basicaly I need to just have a report where...…User_2025-02-03-18-36-38-730 26 views 3 comments 0 points Most recent by User_2025-02-03-18-36-38-730 Reporting & Analytics for B2C Service
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Anyone used "Chat Agent Performance Intervals" in a report with luck?Content Hello all - I have another challenge for you - I am attempting to build a report OR add to an existing report the Chat Agent Performance Intervals. We need to sh…User_2025-02-01-08-18-48-897 25 views 1 comment 0 points Most recent by User_2025-02-03-20-31-45-958 Reporting & Analytics for B2C Service
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Batch exception - HandlingContent Hi All, i am trying to insert records to contact object using batch(.net) . A batch contains 1000 records. Records 1 email id = ****@gmail.com records 100 email …User_2025-02-03-17-31-40-230 29 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service
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Where is Search Priority Word information stored?Content I need to create a report that outputs the configuration info for the Search Priority Words within the logged-in interface. But everywhere I've looked, I've come…User_2025-02-03-19-48-39-282 30 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service
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Report "All incidents": show sla nameContent Hello, I want to display the sla name in the report "All incidents". Therefore I add the column incidents.sla_id to that report. Next step is to add the column s…User_2025-02-03-19-37-39-407 17 views 2 comments 0 points Most recent by User_2025-02-03-19-37-39-407 Reporting & Analytics for B2C Service
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'Keyword trend' for incidentsContent Hi, I'm more familiar with answers than incidents... for answers we use a fantastic report from the Cookbook to show keyword trends. I'd love to build something …User_2025-02-01-07-03-13-295 29 views 0 comments 0 points Most recent by User_2025-02-01-07-03-13-295 Reporting & Analytics for B2C Service
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Top 5 Calls by Program?Content We have monthly reports that provide call data counts by Program and Category. Is there a way to query for just the Top 5 calls per Program in one report? I can … -
Report for Campaign segmentationContent Hi Guys, I am trying to create a report which uses two tables:one custom object and contact. We are trying to pick the records which have the same value for one …Sylvia S. 26 views 2 comments 0 points Most recent by Sylvia S. Reporting & Analytics for B2C Service
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Logical FunctionsContent Hello all - I tried to perform a search to see if I can find anything that may help and i've tried a few options and haven't had any luck. I'm trying to create a…User_2025-02-03-22-18-38-342 38 views 4 comments 0 points Most recent by Mike Griffiths Reporting & Analytics for B2C Service
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Generating radar chart from custom fieldsContent I have a number of fields available on a incident workspace. They are menus with options 1 to 5. I need to be able to get these values (based on a single inciden…User_2025-02-03-19-34-13-477 18 views 6 comments 0 points Most recent by User_2025-02-03-16-51-39-328 Reporting & Analytics for B2C Service