Reporting and Analytics
Discussion List
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Dashboard Report Calculation IssueContent Hello, I have multiple reports on my dashboard but having issue with "Incident summary" report. It calculates all statuses of incidents except "Opened" only. I h…User_2025-02-03-20-08-55-527 28 views 7 comments 0 points Most recent by Colby Ross Reporting & Analytics for B2C Service -
Answer export with list of associated productsContent Hi all, I'm currently having a problem creating a report that shows me ALL of the products associated to a particular knowledge article. When I do an export and …User_2025-02-03-16-29-47-183 40 views 5 comments 2 points Most recent by User_2025-02-03-16-29-47-183 Reporting & Analytics for B2C Service
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Regarding Action column in ReportContent Hi All, I am totally new to RN Analytics and have a small question regarding the Action column in Report. Actually, I am still on the way of learning Report and …jian gao 56 views 4 comments 0 points Most recent by User_2025-02-03-17-07-58-809 Reporting & Analytics for B2C Service -
Create to Final Resolved not working as expectedContent Have this column defined as below: sum( if( inc_performance.intv_type = 4, inc_performance.rel_time ) ) I'm hoping it'll show me the time in seconds associated w…User_2025-02-03-19-49-57-702 41 views 10 comments 0 points Most recent by User_2025-02-03-19-49-57-702 Reporting & Analytics for B2C Service
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Runtime Filter using LogicalContent Hello, This is something so easy in standard SQL but I'm struggling with in OSvC, how do you do multiple logicals for example ((a & b) or (c & d) or (e and f)) ?…User_2025-02-03-17-08-02-219 31 views 13 comments 0 points Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service
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GDPR v Archived IncidentsContent Hi, I am wondering whether anyone is battling the same issues we are. I had a similar topic posted before, was given tips that still require further development,…User_2025-02-03-16-51-39-328 26 views 8 comments 2 points Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service
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Time in Waiting StatusContent I have been trying to tweak the report 'Time in Status' shared in the Analytics Cookbook: https://cloudcustomerconnect.oracle.com/posts/217d3f8d00. What I am aft…User_2025-02-03-17-20-20-749 72 views 2 comments 1 point Most recent by User_2025-02-03-17-20-20-749 Reporting & Analytics for B2C Service
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Time to Resolve, excluding WaitingContent Hopefully I'm just overlooking something simple, but how can I find the total time to resolve a ticket excluding time a ticket was in a status type of waiting? I…User_2025-02-03-21-53-19-701 49 views 5 comments 0 points Most recent by User_2025-02-03-19-49-57-702 Reporting & Analytics for B2C Service
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Survey Choice Response Rate Exceeds Query SizeContent Hi, I'm using the Report 7032 - Survey Choice Response Rate, and on our Customer Satisfaction survey, which has over 400k responses, I can't pull any information…User_2025-02-03-17-57-37-588 9 views 0 comments 0 points Most recent by User_2025-02-03-17-57-37-588 Reporting & Analytics for B2C Service
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Concurrency at Interval LevelContent Hi there, I'm having some trouble getting concurrency to calculate correctly at an interval level. If I use the out of the box Chat Concurrency Factor calculatio…User_2025-02-03-22-21-24-745 20 views 3 comments 0 points Most recent by Eleanor Fogg Reporting & Analytics for B2C Service
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5+ chats abandoned within 30 minsContent Hi, Hoping somebody uses something similar or will know how to proceed. I made a report to show abandoned chats (customer left before agent got engaged) and want…User_2025-02-03-16-51-39-328 35 views 5 comments 2 points Most recent by Amy Nash Reporting & Analytics for B2C Service
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Audit TablesContent Hello, Hoping someone can add to my list of fields that they use to audit what users in the agent console have done and changed? These are the ones I've used, do…User_2025-02-03-17-08-02-219 62 views 1 comment 0 points Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service
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Report to show incidents that have attachments?Content Hi all, Is there a report available that will show me all incidents that have attachments on them? Or can I do this from a custom report? I've not yet been able …User_2025-02-01-08-29-25-648 28 views 2 comments 0 points Most recent by User_2025-02-01-08-29-25-648 Reporting & Analytics for B2C Service
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Can RightNow Track All Agents that Responded to a Case?Content For example: Lets say a case comes in by email. Agent A opens the case and send a response. The case is not solved by Agent A and the customer sends another repl…User_2025-02-01-08-29-23-701 28 views 1 comment 0 points Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service
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Dashboard Styling - Gauge ReportContent Hi all, I was wondering if anyone has any styling tips that they find useful when trying to add a multi-gauge report to a dashboard or in general. I want to give…Colby Ross 41 views 1 comment 1 point Most recent by Mark Kehoe-124305 Reporting & Analytics for B2C Service -
Move row data into columnsContent Hi, I am trying to use the Incident Audit Log as the basis for an incident status progress report and would like to only have one row in the report per incident …Craig Hevey 46 views 5 comments 2 points Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service
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3 responses from staff account in a rowContent Hi, I am trying to count the number of threads from Staff Account (from Threads table) when there was no threads from other users in between (e.g. trying to iden…User_2025-02-03-17-20-20-749 34 views 4 comments 3 points Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service
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Nancy Franchino 23 views 1 comment 0 points Most recent by User_2025-02-03-16-51-39-328 Reporting & Analytics for B2C Service -
Showing Unique records count at footer levelContent Hi, I have a requirement to show unique records count at report footer level. i.e Record Count: {NumberOfRecords} The report which customers are using is having …User_2025-02-03-17-37-46-913 34 views 3 comments 0 points Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service
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Aged Incident after ReassignContent Hello-- I'm looking for a way to have a report where I can have two columns; one showing the age of the incident which I currently have no problem doing, and ano…User_2025-02-03-21-37-51-574 25 views 1 comment 2 points Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service
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Incidents with more than one task?Content I'm trying to create a report which counts the number of incidents which have more than one task, grouped by product ID. Outside Service Cloud I'd try to use som…User_2025-02-03-16-58-30-021 17 views 4 comments 0 points Most recent by Simon Kilgarriff-118560 Reporting & Analytics for B2C Service
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Sales Readiness Training for Update 18BSummary Watch the latest Sales readiness training for Update 18BContent Want to watch the latest Sales readiness training for Update 18B? You can visit the Sales Readine… -
Editing report descriptionContent Hi, I have been trying to find a way to edit a description for out-of-the-box reports to reflect any changes that have been made to the functionality. Ideally, I…User_2025-02-03-17-20-20-749 46 views 5 comments 0 points Most recent by User_2025-02-03-17-20-20-749 Reporting & Analytics for B2C Service
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Export to Excel - only want date, not date/time to appear in date fieldContent I have tried about 5 different ways to format the dates in a report I have created and then export that date to be the date only with no timestamp in Excel. No m…User_2025-01-31-02-50-15-254 35 views 3 comments 0 points Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service
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Reporting on deliverability service e-mail for compliancyContent Hi there, Do you know whether I would be able to report on whether a service e-mail has been delivered to the customer via the TLS 1.2 protocol or not? This is f… -
By using Report API need to insert custom object recordContent Hi All, I have one requirement like below, I want to insert new record in Custom object when the schedule report gets executed ( for example : If the report get …User_2025-02-03-19-42-55-164 30 views 7 comments 1 point Most recent by User_2025-02-03-19-42-55-164 Reporting & Analytics for B2C Service
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Using report variables in report header textContent Apologies if this has already been answered, I searched the KB and both forums for the answer to my question but was not able to find anything. I am putting some…Mike Griffiths 42 views 3 comments 0 points Most recent by Mike Griffiths Reporting & Analytics for B2C Service -
Why is my count coming out wrong?Content I have a dashboard that i am creating and I am trying to create and Standard Report with Chart This if for a team that calls our customer before we have a schedu…User_2025-09-26-00-09-50-343 18 views 5 comments 0 points Most recent by Mike Griffiths Reporting & Analytics for B2C Service
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Pass filter value of search report from workspaceContent Hello Everyone, I am facing a issue of passing filter value from Incident workspace. steps what i have done. 1. Added one search field in Incident workspace whic…Sathya Rajendran 58 views 9 comments 0 points Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service -
Save as Default setting in AnalyticsContent In my experience this setting rarely works. Modifying report parameters, choosing to save them as the default and going back to the report generally results in t…Jared Terry 49 views 11 comments 0 points Most recent by Darsen Prasad Reporting & Analytics for B2C Service