Category 276
Discussion List
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what types of data comes in chat activity - AgentContent can anyone explain what kind of data comes in chat activity - Agent standard report which is located under \Public Reports\Service\Chat Reports location, i am as…User_2025-02-03-20-38-38-926 24 views 0 comments 0 points Most recent by User_2025-02-03-20-38-38-926 Reporting & Analytics for B2C Service -
Report to search threadsContent Hi All, I really don't believe that this is possible but I thought I would ask the wider community for clarification. One of my clients has asked if it is possib…Colin Campbell-118909 40 views 2 comments 0 points Most recent by Colin Campbell-118909 Reporting & Analytics for B2C Service -
How to get a report on missed chats?Content Hi, I have a requirement to get the data for missed chats. I can see that interaction_segment_events.event_id has got values like "Declined", "Abandoned", "Aband…Vignesh Nagarajan-126051 37 views 4 comments 0 points Most recent by User_2025-02-03-18-56-42-621 Reporting & Analytics for B2C Service -
Report is not showing correct dataContent Hi Everyone, i am facing an issue in reports. i am using 2 joins in reports, contact -> incidents and contact-> products( this is custom object and 1:M relation)…User_2025-02-03-21-49-07-595 16 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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Modify Incident statusContent I need to update the status column value of these records which are returned in this report. I think I need to create a custom script for this in report. Can any…User_2025-02-03-19-46-28-927 15 views 2 comments 0 points Most recent by User_2025-02-03-20-16-45-224 Reporting & Analytics for B2C Service
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Update notifications (database - user accounts)Content Anyone have any reports in place that notify internal departments when there are User account, queue updates (new/disabled) to the system. Trying to figure out t… -
Timing of Contact Emails - Incident WaitingContent Afternoon everyone! We currently have emails that go to contacts when a response isn't received on an incident "Incident Waiting". It can be found @ ConfigSettin…User_2025-02-03-18-36-38-730 24 views 4 comments 0 points Most recent by User_2025-02-03-21-53-19-701 Reporting & Analytics for B2C Service
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Pending since how many days ReportContent I need to make a report which has the following format. Since how many days is the incident in its current status. i.e. I want to calculate= count of (sysdate - …User_2025-02-03-22-27-06-740 38 views 8 comments 0 points Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service
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Weekend Performance - Email the Report!!!Content Awesome report by Bastiaan van der Kooij Title: Incident Transaction Counts (Multiple Transaction Types) - Analytics Cookbook Recipe I created this on our side a…User_2025-02-03-18-36-38-730 18 views 2 comments 1 point Most recent by User_2025-02-03-20-16-45-224 Reporting & Analytics for B2C Service
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How to make the term search report space sensitive?Content Hi, We have this report to search for the terms in the articles and it is working fine but since we have last upgraded (Nov 2015) the users have started complain…User_2025-02-03-16-11-55-768 15 views 0 comments 0 points Most recent by User_2025-02-03-16-11-55-768 Reporting & Analytics for B2C Service
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Business Intelligence and Oracle Service Cloud Analytics Presentation from July 20 User Group...Content See the attached file for the Business Intelligence and Oracle Service Cloud Analytics presentation.Joe Bulakowski 13 views 0 comments 0 points Most recent by Joe Bulakowski Reporting & Analytics for B2C Service -
Aggregation function keeps report from opening objectsContent Hi, When I have an Incident report and I add a column that is a sum of a field on a linked object, then I cannot open any records from the report any more. Is th…Clemens-Christoffer Meyreiss-Oracle 17 views 2 comments 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Thread_entry in reports; show only private notesContent Hi, a requirement is to show only the private notes of an Incident in a report. I managed to squeeze all the threads.note s into one field with group_concat: gro…Clemens-Christoffer Meyreiss-Oracle 56 views 7 comments 0 points Most recent by Clemens-Christoffer Meyreiss-Oracle Reporting & Analytics for B2C Service
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Join same table twiceContent We have a table called Relationship contain two Contact Ids (SubjectContact and ObjectContact). I have to create a report to display the contact names for both I…PoojaK 26 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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Report to show incidents with repliesContent I am looking to get a report that shows all incidents that have a reply from the sender. I thought to use all incidents that have the 'Updated' status, but this …User_2025-02-03-17-03-04-780 37 views 5 comments 0 points Most recent by User_2025-02-03-17-03-04-780 Reporting & Analytics for B2C Service
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How to change the way a report record is highlightedContent How can you change the color of a highlighted record in a report? When you click to select a row in a report it is highlighted. However, by default the highlight…NDKoze 46 views 6 comments 0 points Most recent by User_2025-02-03-19-34-08-953 Reporting & Analytics for B2C Service -
Displaying hyperlinks in answers.solution reportsContent Hi All, I would like to generate a report that contains a list of all our organisation's answers, including answer ID, product hierarchy, and answer solutions. I…User_2025-02-03-19-22-07-281 27 views 3 comments 0 points Most recent by User_2025-02-03-19-22-07-281 Reporting & Analytics for B2C Service
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Help with ExceptionsContent I have made a copy of report id 9 (responded) and have added a drill down level. Within the drill down level, I have columns for the incident ref no and subject.…User_2025-02-03-20-01-41-735 40 views 4 comments 0 points Most recent by User_2025-02-03-19-26-48-025 Reporting & Analytics for B2C Service
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Can't use strlen() in a custom scriptContent Is there a reason I can't? This works: $label_one = "This is some text"; $label_two = "This is the second val"; $rows[0][1]->val = $label_one; $rows[0][2]->val =…User_2025-02-03-20-45-41-510 34 views 4 comments 0 points Most recent by User_2025-02-03-20-45-41-510 Reporting & Analytics for B2C Service
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Showing the output of a date field + a deltaContent Hi We are wondering it is possible to show in a report column the incident last responded date (incidents.last_resp + the SLA resolution delta (incidents.sla_rsl…Nigel Oliver 26 views 1 comment 0 points Most recent by Anuj Behl Reporting & Analytics for B2C Service -
Conditional Formatting Report Column Key Already Exists ErrorContent I have created a number of reports that use conditional formatting on the some of the columns to display images. When I create the next conditional format rule f…Brian Webb Sc-Oracle 39 views 1 comment 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service -
? about Incident Transactions Counts from CookbookContent First, let me just say thank you for this report. It has solved an outstanding "want" that our business had for some time now. The last piece that we need to res…User_2025-02-03-20-01-41-735 24 views 3 comments 1 point Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Issue with Monthly Trend Report Filtered by GroupContent I'm really just looking for some best practices here... We have a few reports used primarily by our Contact Center that show monthly totals and trends. Currently…User_2025-02-03-16-48-16-590 27 views 0 comments 0 points Most recent by User_2025-02-03-16-48-16-590 Reporting & Analytics for B2C Service
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Measuring contact deflectionContent How do you measure contact deflection? Counting only those contacts deflected through Smart Assistant isn't complete. Many resources suggest surveys to get a rat…User_2025-02-01-08-14-04-387 31 views 2 comments 0 points Most recent by User_2025-02-01-08-14-04-387 Reporting & Analytics for B2C Service
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Searching the Organization Name within a ReportContent Any tips on being able to search on the Organizaitono Name within a report that acts like "contains". Currently we are using Complex Expression. Unless we use th…JLFolkman 33 views 3 comments 0 points Most recent by User_2025-02-03-20-16-45-224 Reporting & Analytics for B2C Service
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Business Day Filter in the Agent Performance ReportContent Hi All, I need to customize the standard Group Performance Simple report to add the Business Day Filter on the Average interval Time. I need to exclude the Satur…Yogesh Jayalekshmi-123167 14 views 1 comment 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Escalation task reportContent Hi All, I have a requirement to create a report which shows all the tasks which are going to be escalated. In the search level,I need to enter the value in minut…User_2025-02-03-18-29-17-316 25 views 1 comment 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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A scheduled report based on the last 30 daysContent I have a report that pulls the records I want and is emailed out once a month. This part works as expected. But I'd like for the report to only pull the records …User_2025-02-01-06-53-42-045 26 views 2 comments 0 points Most recent by User_2025-02-01-06-53-42-045 Reporting & Analytics for B2C Service
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Historical Incident Count by StatusContent Hello Everyone, I am looking to create a report that shows Incident counts in a queue over a historical period of time by day, for example the individual days in…
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Time spent on an articleContent Hi, We want to analyze the article usage in our organization and one of the parameters is the time users are spending in viewing the articles/answers. I have gon…User_2025-02-03-16-11-55-768 24 views 0 comments 0 points Most recent by User_2025-02-03-16-11-55-768 Reporting & Analytics for B2C Service