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Discussion List
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How to calculate average time of answering chat and transfer rateContent is there any way to calculate average time of answering chat, i mean date difference between when agents/queue gets toast invitations for chat and when agent acc…User_2025-02-03-20-38-38-926 51 views 0 comments 0 points Most recent by User_2025-02-03-20-38-38-926 Reporting & Analytics for B2C Service -
Report for Workspace AssignedContent Is there a report that shows what workspaces are assigned to which profile?JLFolkman 22 views 1 comment 0 points Most recent by Kenny Tietz-23935 Reporting & Analytics for B2C Service -
Incident Response Monitoring - Analytics Cookbook RecipeContent Incident Response Monitoring Agent Last Response Author: Jerremy T Oracle Service Cloud Analytics Product Manager Difficulty rating: (Intermediate) Target person…Jerremy Townsend 130 views 1 comment 6 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service -
FCRR - Help NeededContent Hi all, We have currently set up some reporting for both calls and emails separately that will report on the Contact Centre's overall FCRR. This has been initial…User_2025-02-03-17-10-15-029 42 views 1 comment 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Chat Opening/Closing TimesContent I need to work out when our chat has been closed throughout the day at any time or for a whole day? Does a record get logged each time the chat hours are adjuste…User_2025-02-03-18-52-34-989 27 views 1 comment 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Masking Column values on reportContent Is it possible to apply a mask on values on a report? For example, rather than displaying a full social security number (as is stored in the database) displaying… -
Copy Cell to Clipboard pastes ?????Content When I use Copy Cell to Clipboard for foreign languages, it shows only a set of question marks when I paste. Does anyone know what would cause this? For instance…Frank L 24 views 5 comments 0 points Most recent by User_2025-02-03-20-16-45-224 Reporting & Analytics for B2C Service -
Help needed to create a detailed chat reportContent i need to create a chat report with following below column, Date Queue Interval Chats Offered Chats Completed Abandoned Chats SLAs Met Average Wait Time Idle Ses…User_2025-02-03-20-38-38-926 35 views 2 comments 0 points Most recent by Jessica Bradley-Oracle Reporting & Analytics for B2C Service
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Use of knowledge baseContent Hi colleagues, I'm trying to determine which knowledge base articles are being used by which agents. The out-of-box reports are helping but I want to get more: a…User_2025-02-03-16-20-21-531 43 views 0 comments 0 points Most recent by User_2025-02-03-16-20-21-531 Reporting & Analytics for B2C Service
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Audit of agent/user transactionsContent Hi colleagues, There appear to be out-of-the-box reports that can tell what an agent has done within a customer record. However, I can't find a report that would…User_2025-02-03-16-20-21-531 25 views 1 comment 0 points Most recent by User_2025-02-03-22-10-51-246 Reporting & Analytics for B2C Service
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Filter on answers viewed by signed-in users on customer portalContent For reports referencing answers viewed on the customer portal, I'd like to be able to filter out answers viewed by signed-in users. We don't have any SLAs for ou…User_2025-02-03-16-48-16-590 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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Calculating AHT for emailsContent Hi colleagues. I've been asked if it is possible to calculate AHT on email interactions on teh basis of the time an agent started working on an email to the poin…User_2025-02-03-16-20-21-531 16 views 3 comments 0 points Most recent by User_2025-02-03-19-32-04-846 Reporting & Analytics for B2C Service
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Export List of Org's w/in HierarchyContent Situation We have Company A Under company A we have a large number of companies listed under it's Hierarchy. Is their a way to export a list of said companies un…User_2025-02-03-18-36-38-730 30 views 8 comments 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Reporting on Survey ResponsesContent Hi All, I am wondering if someone can help me. I am trying to Report on the Response to a particular question. For Example if in a question we capture a Name (us…User_HMBBH 19 views 1 comment 0 points Most recent by User_2025-02-03-22-10-51-246 Reporting & Analytics for B2C Service -
Agents staffed per interval reportContent We've got a workforce management group that uses Erlang C to forecast calls and needs to come up with something similar to what that accomplishes via a report th…User_2025-02-03-20-43-46-497 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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Use a "friendly" name in the From field of a scheduled report?Content Is there a way to use the display name or full name of the account specified in the 'Run report as' field of a scheduled report, instead of the email address? Fo…User_2025-02-03-16-48-16-590 16 views 6 comments 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Staff Account Access ReportContent I am currently running the out of the box report: Staff Accounts by Profile with Last Accessed - this report is not currently functioning for us- it processes fo…User_2025-02-01-08-44-37-989 44 views 2 comments 0 points Most recent by Martin S. Reporting & Analytics for B2C Service
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Agents who have worked on an Incident?Content Trying to figure out the best way to query this information Basically, need a daily report showing a breakdown by queues and then all agents who have worked on a…Joe P. 33 views 1 comment 0 points Most recent by User_2025-02-03-22-10-51-246 Reporting & Analytics for B2C Service -
Open record in report with custom scriptContent I have a report that has a custom script that looks for matching contacts in the report and then in one column lists all the roles (a custom object) associated t…Just Rhianna 63 views 7 comments 1 point Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service -
Transactional Survey Reporting - contact recordsContent The question is two fold. Our organization uses a one way API to push data from our product into the Service Cloud, this API push creates a new contact within ou…User_2025-02-01-08-44-37-989 13 views 3 comments 0 points Most recent by User_2025-02-01-08-44-37-989 Reporting & Analytics for B2C Service
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Editable columns display stylesContent We have enabled inline editing for certain reports, is there a way to change the way the editable columns are displayed? For example we'd like to display a "Yes/…
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Only include certain number of rows for scheduled reportsContent Hello, I have a report that is set up to count incidents for each level 1 resolution. I have the page report button set to 5 as I only want to see the top 5 from…Kyle Daggett 21 views 2 comments 0 points Most recent by Kyle Daggett Reporting & Analytics for B2C Service
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Help with expressionContent Hello, I'm hoping someone can help me with an expression that I'm trying to edit within a report. I've attached an export of the report. I need to group by exter…User_2025-02-03-20-01-41-735 46 views 4 comments 1 point Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service
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Change "from" address and seeing recipents on scheduled reportsContent Hi Gurus, I have two questions in schedule report Can we change the from address for the schedule report? Can we see the list of recipient email address in the t…Mohana Gopal S-Oracle 42 views 6 comments 0 points Most recent by Mohana Gopal S-Oracle Reporting & Analytics for B2C Service -
Updating Report DataContent Hi, I have created a report in "Report Explorer" which will display few records in incidents table. I need to update the status value of these records which are …User_2025-02-03-19-28-13-393 17 views 2 comments 0 points Most recent by Premkumar Sabarinathan-Oracle Reporting & Analytics for B2C Service
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Report on Emails Solved by Agents with No Response SentContent I'm trying to create a report that shows incidents solved in our email queues by agents where no response was sent. I've tried altering some of the FCRR reports,…User_2025-02-01-08-26-22-513 25 views 1 comment 0 points Most recent by User_2025-02-03-21-53-19-701 Reporting & Analytics for B2C Service
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Chat incident Data string roll upContent Hi Collegues I am trying to roll up the text string into one long cell. Currently each incident for webchat appears as - 1) "Hello my name is x?" 2) "no value" 3…User_2025-02-01-08-41-48-500 13 views 3 comments 0 points Most recent by User_2025-02-01-08-41-48-500 Reporting & Analytics for B2C Service
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Report showing what an agent has in in-boxContent Hi colleagues, is there an out-the-box report that would enable me to see what is in each user's in-box on a real-time basis? Many thanks DQ Version Service CloudUser_2025-02-03-16-20-21-531 21 views 2 comments 0 points Most recent by User_2025-02-03-16-20-21-531 Reporting & Analytics for B2C Service
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Scheduling reportsContent Hello! I've been trying to schedule a Keyword searches report, but the To field options don't have my email address listed. I definitely exist. I am an admin. ho…User_2025-02-03-17-14-42-008 38 views 4 comments 0 points Most recent by User_2025-02-03-17-14-42-008 Reporting & Analytics for B2C Service
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Create report on top answers viewed based on public portal keyword searchesContent Hi, I'm new to reporting and I need to create a report that generates a list of top viewed answers in our knowledge base based on keywords members of the public …User_2025-02-03-18-41-48-861 28 views 1 comment 1 point Most recent by User_2025-02-01-08-58-47-501 Reporting & Analytics for B2C Service