Category 276
Discussion List
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Include Group ID in Expression?Content I have a report that includes: * opportunities.created_by * transactions.acct_id I'd like to filter the 'transactions.acct_id' column by 'accounts.group_id'. How…User_2025-02-03-16-48-16-590 29 views 3 comments 0 points Most recent by Danette Beal Reporting & Analytics for B2C Service -
Trouble with LIKE operator in filter expression.Content I'm experiencing something which I can only describe as odd.. I'm attempting to use a variable in conjunction with a LIKE operator in a report filter. Expression… -
Parameter values not filtering correctly in Dashboard with multiple tabsContent Hi all, I want to build a dashboard with a number of tabs. Each of the tabs contains exactly the same report and one filter. Ideally I can run a dashboard that o…User_2025-02-03-20-00-10-537 30 views 0 comments 0 points Most recent by User_2025-02-03-20-00-10-537 Reporting & Analytics for B2C Service
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Report on Elements Used in RulesContent We have some intense rules that say if a certain Disposition is in a incident, do something with it. I want this information to be more public and to be able to …user3511667 32 views 2 comments 0 points Most recent by user3511667 Reporting & Analytics for B2C Service -
Report to show agents who click YES to PROCEED_WITH_BLANK_RESP_MSGContent Hello Everyone, Every year when we ramp up for our busy season and hire lots of temp agents, we run into an issue where agents send blank responses out to our cu…User_2025-02-03-20-01-41-735 24 views 7 comments 0 points Most recent by Colin Campbell-118909 Reporting & Analytics for B2C Service
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Social Monitor SLA's - Analytics Cookbook RecipeContent Social Monitor SLA's Measuring Social Agent Effectivness Authors: BenFisher Oracle Service Cloud Developer Danette Beal Oracle Service Cloud Sr. Product Manager …Danette Beal 32 views 2 comments 5 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service -
KB Analytics presentation from Texas User Group meetingContent KB Analytics presentation from TUG meetingSteve Mintz 26 views 1 comment 3 points Most recent by User_2025-02-03-17-40-25-268 Reporting & Analytics for B2C Service
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Understanding Trends from ThreadsContent This holiday season I have been busy trying to find issues based on what customers are emailing and chatting with us about. I been successful in the sense that a…user3511667 29 views 1 comment 0 points Most recent by User_2025-01-31-22-56-08-446 Reporting & Analytics for B2C Service
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Display No.of Incidents ColumnContent Hi, In Contact Workspace, there is an Incidents sub-tab that will show the list of incidents associated with that Contact. Now, I want to display a separate colu…User_2025-02-03-19-42-50-441 30 views 4 comments 0 points Most recent by User_2025-02-03-19-42-50-441 Reporting & Analytics for B2C Service
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Combine a custom Yes/No field to an existing Exception ExpressionContent Hello, Currently in several of our reports related to incident, we have an Exception that changes the type of a row in the report if the incident has been Escala…Peter Taylor 29 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224 Reporting & Analytics for B2C Service
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Basic incident report containing the agents "Last Response".Content I'm creating a report that shows open cases, and want it to include the text of the last response sent to the customer. I'm pretty sure that the field exists, I …User_2025-02-03-19-27-55-024 28 views 1 comment 0 points Most recent by Danette Beal Reporting & Analytics for B2C Service
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Answer stats for private answers only viewed in consoleContent In our process, we have the knowledgebase for internal use only, visible only to our CSR/agents. That is, all answers are private and can only be searched and vi…User_2025-02-03-20-03-36-805 45 views 1 comment 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service
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Using one search input for multiple fieldsContent Hi All, I'm trying to create a search that has one input but searches multiple fields. In my example, I have a search input of "Cust. Service Rep." It's meant to…User_2025-02-03-18-15-20-995 29 views 1 comment 0 points Most recent by User_2025-02-03-18-15-20-995 Reporting & Analytics for B2C Service
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Charting Group TotalsContent Hi All. We're using the Opportunities module in OSC. We have a few custom fields that we've added. One is a pull-down menu that we call "Probability" and it has …User_2025-02-03-18-15-20-995 14 views 1 comment 0 points Most recent by User_2025-02-03-18-15-20-995 Reporting & Analytics for B2C Service
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Bug on Oracle Report: Co-Browse Summary Report ID 193 - SolutionContent Hi All, We have a customer who is using the Livelook / OSvC Co-browse on their Service Cloud Implementation. Looking at the reports we appear to have identified …Colin Campbell-118909 15 views 1 comment 1 point Most recent by Colin Campbell-118909 Reporting & Analytics for B2C Service -
nested aggregations - just another calculation of first resolution fix rateContent Hi, I just want to build a custom report calculating our view on first resolution fix rate. From business perspective the incident has a first fix when the incid…User_2025-02-03-17-28-17-184 35 views 1 comment 1 point Most recent by User_2025-02-03-20-16-45-224 Reporting & Analytics for B2C Service
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Chat Summary Charts (Arrivals, Wait Time and Session Time) - Analytics Cookbook RecipeContent Chat Summary Charts Arrivals, Wait Time and Session Time Author: Helix Business Solutions Difficulty rating: (Intermediate) Target persona: Chat Supervisors & Ma…Carl Elliott 106 views 5 comments 8 points Most recent by User_2025-02-03-19-42-19-475 Reporting & Analytics for B2C Service -
Reports showing origin of syndicated widget OR inventory of sites that have codeContent Is there a report that shows what URLS are "referrals" using the syndicated chat widget? I see the reports posted in the documentation but they don't know the pa…Kristi Karels 26 views 2 comments 0 points Most recent by Kristi Karels Reporting & Analytics for B2C Service -
Reporting on multiple Phone number fieldsContent We are having a problem with contacts putting in the same phone number in multiple phone number fields (Home, Mobile, Office, ect.). This is causing routing prob…User_2025-02-03-17-15-57-451 38 views 2 comments 0 points Most recent by User_2025-02-03-17-15-57-451 Reporting & Analytics for B2C Service
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How can I find where hits to an answer coming from?Content I need a report to show where hits are coming from on an answer. Does anyone have a report to show this information? Thanks, Corine Version Service Cloud, Custom…User_2025-02-01-08-18-48-897 30 views 2 comments 1 point Most recent by User_2025-02-01-08-18-48-897 Reporting & Analytics for B2C Service
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ClickStream Table - What does it all meanContent I am unable to find information to describe the various fields in the clickstream table and what they might bring for my reporting. The Data Dictionary has very …User_2025-02-03-20-27-34-498 66 views 13 comments 2 points Most recent by User_2025-02-01-08-18-48-897 Reporting & Analytics for B2C Service
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SLA/Holiday Reports?Content Is this data available via Reporting - Would like to create a report listing the SLAs and their assigned holidays. Thanks, Joe Version Feb 2015Joe P. 25 views 1 comment 1 point Most recent by Mike Griffiths Reporting & Analytics for B2C Service -
Using variables in scheduled report namesContent I have a customer who is asking for scheduled report output to include the date in the name of the report output file. As far as I know, the name of the output f…User_2025-02-01-08-47-41-616 32 views 1 comment 0 points Most recent by User_2025-02-03-20-10-42-447 Reporting & Analytics for B2C Service
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How to show a report as soon as Agent logs inContent Hi All, Is it possible to show a report (my inbox) as soon as the agent logs in without having to manually click the 'my inbox' report? I have set 'my inbox' as …Shyam Sudheesaraj 19 views 2 comments 0 points Most recent by User_2025-01-30-19-06-33-073 Reporting & Analytics for B2C Service
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Trend notificationsContent HI All, Is it possible to notify the CC Supervisor / Floor Manager, when there is a sudden trend change in call / email / chat inflows? (e.g. particular issue/pa…User_2025-02-03-18-29-17-316 25 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224 Reporting & Analytics for B2C Service
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How to get Account manager name in Reports.Content could some please help me on how to get account manager name in reports. i was using account.manager but it is giving manager id, i need to show manager name. Th…User_2025-02-03-21-49-07-595 23 views 4 comments 0 points Most recent by User_2025-02-03-20-16-45-224 Reporting & Analytics for B2C Service
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Report on Distribution of Sales Chat requests for North America on a 24 hr scaleContent Hi, Do we have an existing report on the distribution of Sales Chat requests for a particular profile/group on a 24 hr scale? Like in a stacked bar chart that st…Vignesh Nagarajan-126051 13 views 0 comments 0 points Most recent by Vignesh Nagarajan-126051 Reporting & Analytics for B2C Service
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Resolution Count within 48 hours in Queue Effectiveness reportContent Hi everyone, I am attempting to customize the Standard report: Queue Effectiveness to include a column for Resolution Count within 48 hours and resolution count …Sylvia S. 20 views 6 comments 0 points Most recent by Sylvia S. Reporting & Analytics for B2C Service
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Unset rows in reportContent Hello Gurus, I have a requirement where i need to Unset rows using using custom scripts. Can it be possible? if yes, can you please help me with proper syntax. B…User_2025-02-03-19-32-04-846 49 views 2 comments 0 points Most recent by User_2025-02-03-19-32-04-846 Reporting & Analytics for B2C Service
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Set URL of Web Browser Componet via ScriptContent I want to build a dashboard to use the web browser componet (ID 12950), but I need to set the URL ($URL) via a dynamic value I am calculating in my script. Is it…user3511667 39 views 3 comments 0 points Most recent by User_2025-02-03-20-16-45-224 Reporting & Analytics for B2C Service