Reporting and Analytics
Discussion List
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Reporting on incidents that were closed with an Answer.Content I would like to report on closed incidents that with answers associated with them. I'm trying to report on an internal answer usage goal, the goal is to have 85%…User_2025-02-03-19-27-55-024 28 views 4 comments 0 points Most recent by User_2025-02-03-19-27-55-024 Reporting & Analytics for B2C Service -
Can you create a Drill Down Level for Sub-Totals?Content I have a report similar to the attached image where I have created drill down levels for some grouped records. This works great. I would like to be able to click…NDKoze 39 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224 Reporting & Analytics for B2C Service -
How to add exceptions to dashboard reportsContent Would like to add exceptions to dashboard reports to give a visual indication as to where a request is in relation to its SLA. The requirements are below: * If 0…Ramesh Reddy-124546 27 views 1 comment 0 points Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service -
A report that contains segments (contact with o not with email)Content I need to créate a report. This report must show campaign and contact.related to this campaign. The trouble I have is the following: The report only show contact…User_2025-02-03-17-32-27-825 14 views 0 comments 0 points Most recent by User_2025-02-03-17-32-27-825 Reporting & Analytics for B2C Service
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Organization SearchContent Morning everyone! Please see the attached image, I added an additional search field (External Customer ID) to "Search Organizations" (This is a search from the H…User_2025-02-03-18-36-38-730 23 views 5 comments 0 points Most recent by User_2025-02-03-18-36-38-730 Reporting & Analytics for B2C Service
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Proactive Chat Offer Statistics by Queue?Content We're getting ready to launch proactive chat on our site and it will be in multiple locations with each location assigned to a specific queue. In looking at the …Traci Whitley 13 views 1 comment 0 points Most recent by Ed Gioffre Reporting & Analytics for B2C Service -
How can I configure a daily, scheduled, *unique* list?Content I don't know if I'm trying to do something a little unorthodox, but here goes: We have incidents to which we assign certain dispositions. We would like to run a …Christos S. 22 views 2 comments 0 points Most recent by Christos S. Reporting & Analytics for B2C Service -
Understanding what end users are asking via chatContent Hi All, I am trying to build a report that tells me what kind of chats we have through, in a hope of gleaning some insight to further develop our FAQ's. I have l…User_2025-02-01-08-41-48-500 21 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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report with indicator calculated from several areaContent Hello is it possible to define a report which represent by contact some indicator calculated from several objects as # incident open, # incident Web , # incident…Cedric stephant 23 views 1 comment 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service
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Incident Reporting DesignContent I am trying to create a report that will pull if there are multiple incidents from a particular contacts email address. Our customers will email in multiple time…User_2025-02-03-19-10-28-887 22 views 2 comments 0 points Most recent by Colby Ross Reporting & Analytics for B2C Service
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Remove duplicate incidents from a reportContent Is there a possibility to remove duplicate incidents from a report (like the "remove duplicates" function in excel)? I have created a report to check which compa…User_2025-02-03-18-57-47-987 78 views 5 comments 0 points Most recent by User_2025-02-01-08-41-48-500 Reporting & Analytics for B2C Service
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Unable to calculate Responses Sent by Agent / Total Login time by Agent in one reportContent Request * Calculate PPHW using the following formula * PPHW = Responses sent by Agent/Total Login Time By Agent Issue I'm unable to get this data on one report b…User_2025-02-03-17-18-46-485 38 views 4 comments 0 points Most recent by User_2025-02-03-17-18-46-485 Reporting & Analytics for B2C Service
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How to learn Complex reporting in RightnowContent Guys, Can anyone suggest me what is best practise to learn Rightnow reporting stuff. Do I need to learn SQL for better understanding or what is best way where I …User_2025-02-03-19-26-48-025 38 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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Recipient list in email not visibleContent Hi, While scheduling reports, Is it possible to see the recipient list in email to list? Regards, KumaranUser_2025-02-03-19-33-02-045 25 views 1 comment 0 points Most recent by Narendra Muttineni Reporting & Analytics for B2C Service
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Set report to deferred execution - Unable to save the settingsContent Hi, We have a report that is very useful for the Knowledge managers and they do not want any changes to that. We have optimized it to the extent possible but at …User_2025-02-03-16-11-55-768 52 views 1 comment 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service
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RunAnalyticsReport filtering based on sysdateContent Hi, I am running the analytics report in my SOAPUI and getting the output. I now need to specify a filter within the input payload so as to return only the incid…Vignesh Nagarajan-126051 41 views 2 comments 0 points Most recent by Vignesh Nagarajan-126051 Reporting & Analytics for B2C Service
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Survey Report Product WiseContent Hi, We need to create survey activity report product wise.From the surveys,mailings & mailings format table I can get all the required columns like number of cli…User_2025-02-01-09-02-02-742 13 views 1 comment 0 points Most recent by Jess Campbell Reporting & Analytics for B2C Service
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Reporting questions from Texas User Group meetingContent There were a number of questions regarding reporting and Vimal has provided some resources: Performance best practices whitepaper (and corresponding Modern Servi…Steve Mintz 18 views 2 comments 1 point Most recent by Steve Mintz Reporting & Analytics for B2C Service
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Questions involving the Type column of the Transactions tableContent I have a column to track incidents created for live chat: sum(if(transactions.trans_type=2&transactions.source_lvl2=1017,1)) We have the incidents set to be crea…User_2025-02-03-16-48-16-590 25 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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Inline editing option is disabled optionContent Hi All, I have created a custom report for Incident and give permissions to edit the report for the profile level and in report level. But, the inline editing op…User_2025-02-03-18-29-17-316 32 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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Comparison Columns, need assistance interpreting documentationContent I want to build a report that compares aggregate chats weekly by queue, week over week, with additional columns indicating the percentage change +- between the w…User_2025-02-03-20-43-46-497 30 views 0 comments 0 points Most recent by User_2025-02-03-20-43-46-497 Reporting & Analytics for B2C Service
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Modify Agent Activity Report to count all responses send by AgentContent We are looking at Oracle's OOTB report - Agent Activity. Report ID: 55 We are trying to capture * Outgoing emails by the Agents * and emails that are being respo…User_2025-02-03-17-18-46-485 30 views 1 comment 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service
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Use Custom Scripts as FiltersContent I have a report that already uses custom scripts to do a certain calculation. However, I want to know if it's possible to use custom scripts as filters? Version …Marv Ferrer 41 views 1 comment 0 points Most recent by Marv Ferrer Reporting & Analytics for B2C Service -
Hourly Incident Activity Today - Analytics Cookbook RecipeContent Incident Activity Hourly Incidents Activity Today Author: Bastiaan van der Kooij Independent Oracle Service Cloud Consultant Difficulty rating: (Advanced) Target…User_2025-02-03-19-30-01-975 153 views 3 comments 9 points Most recent by Kristi Karels Reporting & Analytics for B2C Service
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Get data of Current Fiscal Year-Month WiseContent 1. To list the months: Our Fiscal year starts from July and ends in June. I need to get details of cases which were closed in current fiscal year grouped by mont…User_2025-02-03-17-35-32-752 56 views 0 comments 0 points Most recent by User_2025-02-03-17-35-32-752 Reporting & Analytics for B2C Service
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Multiple charts in one dashboardContent I'm trying to create a dashboard that has "Incidents by category" with a separate graph for each of our offices (each office is a queue). To start off, I create …User_2025-02-03-19-04-35-690 36 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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Profile Permissions - Reporting on Administration Tab SelectionsContent Trying to locate the table where this info is captured to generate a report. Need to know if the options are selected or not. Thanks in advance for any feedback.…Joe P. 24 views 2 comments 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service -
Answers Not Used - Analytics Cookbook RecipeContent Answers Not Used With Starters and desert Author: Dietrik KPN Consulting Difficulty rating: (Intermediate) Target persona: Content Manager Ingredients: 4 Total R…User_2025-02-03-20-16-45-224 123 views 1 comment 5 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Team Open Incidents Summary (Team Dashboard) - Analytics Cookbook RecipeContent Team Open Incidents Summary (Team Dashboard) With Incident Details Report Link Author: Kenny T Oracle Service Cloud Analytics Product Manager Difficulty rating: …Kenny Tietz-23935 129 views 1 comment 6 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service -
Report to check backlog in a specific date.Content Hello everybody, I'm trying to create a custom report to show the backlog of incidents in a specific date. For example, I choose a range of dates, 2016/04/01 unt…User_2025-02-03-17-56-25-286 35 views 0 comments 0 points Most recent by User_2025-02-03-17-56-25-286 Reporting & Analytics for B2C Service