Reporting and Analytics
Discussion List
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Reusable fields and filtersContent Hi, We have several reports, some of them based on similar filters and showing similar fields. As those filters and fields change ever time, is there a way to cr…User_2025-02-01-09-02-04-510 24 views 2 comments 1 point Most recent by Carl Elliott Reporting & Analytics for B2C Service -
Workspace/Workflow Usage by Profile - Analytics Cookbook RecipeContent Workspace/Workflow Usage by Profile Find Out Who is Using What Author: Levi D Oracle Service Cloud Support Difficulty rating: (Intermediate) Target persona: Site…Levi Dyckman-Support-Oracle 69 views 4 comments 5 points Most recent by Danette Beal Reporting & Analytics for B2C Service -
Sort in Custom ReportsContent I'm not getting an option of Sort by Menu Sequence for Sorting for Custom Report. Can any one help that why is this option disabled? Version May 2017Bhargav 30 views 2 comments 0 points Most recent by Danette Beal Reporting & Analytics for B2C Service -
Remove downloads from a given IP addressContent I am using a basic 'answer usage' report that provides confirmation of the number of the number of visits and the proportion of the visits that resulted in downl…User_2025-02-03-16-56-52-129 25 views 2 comments 0 points Most recent by User_2025-02-03-18-13-34-376 Reporting & Analytics for B2C Service
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Count of categories and statuses not showing correctlyContent Hello, I created a report for some specific Incients. On this report I wanted to add two pie charts in which should appear the count of Categories and Statuses o…User_2025-02-03-17-38-42-482 15 views 6 comments 0 points Most recent by Lage Antony-121144 Reporting & Analytics for B2C Service
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Scheduled report limiting to 10,000 rows and not exporting all dataContent Hi, Scheduled report is limiting the data to 10,000 rows. I am getting the report sent over as .CSV attachment, the data is more than 10,000 rows but the report …User_2025-02-03-16-11-55-768 44 views 5 comments 0 points Most recent by User_2025-02-03-16-11-55-768 Reporting & Analytics for B2C Service
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Showing all incidents where a user has completed a survey along with survey resultsContent As the title suggests! Can anyone please advise me how I would get a report showing all incidents that has a closure survey completed and the relevant answers/re…King Jack 30 views 1 comment 1 point Most recent by Jess Campbell Reporting & Analytics for B2C Service -
Incident Address History tab with Quick Search behaviorContent Hi there, I’ve attached a quick video about what I’m trying to accomplish here. My question is: is there a way to make that Incident Address History tab "automag…User_2025-02-03-18-54-30-672 14 views 2 comments 0 points Most recent by User_2025-02-03-18-54-30-672 Reporting & Analytics for B2C Service
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How to remove the Limit and Order section from filters?Content There is a limit and order section in filters screen which can be seen just above the search button and i want to remove that.Can someone help me to work on it? …User_2025-02-03-19-33-34-796 35 views 5 comments 0 points Most recent by User_2025-02-03-19-33-34-796 Reporting & Analytics for B2C Service
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CX - R13 Sales Cloud: Industry for Consumer Goods -- September 12, 2017, 9:00 a.m. PT - Submit QuestContent Submit your questions for the CX - R13 Sales Cloud: Industry for Consumer Goods session to have them answered during the live event. Post your questions by posti… -
Include empty Qs in a report.Content Hi, I have a report that shows incidents per Qs. It is not showing the Qs that are currently empty. I would like it to show the empty Qs as well. The report is b…User_2025-02-03-16-51-39-328 35 views 9 comments 1 point Most recent by User_2025-02-03-16-51-39-328 Reporting & Analytics for B2C Service
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Report FiltersContent Is there a way to remove spaces from the data being searched? For example, if the phone number data contains phone numbers such as: 0123456789 0123 456 789 If I …User_2025-02-03-19-57-59-416 26 views 2 comments 0 points Most recent by Danette Beal Reporting & Analytics for B2C Service
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Incident Reporting under Agent that Took No ActionContent I have a report that shows Agent Incident activity during a set interval but I've noticed something that isn't reporting how I would like. It is showing all Inci…User_2025-02-03-22-22-34-586 50 views 1 comment 0 points Most recent by User_2025-02-03-16-51-39-328 Reporting & Analytics for B2C Service
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Guided Assistance Effectiveness (By Guide) - Analytics Cookbook RecipeContent Guided Assistance Effectiveness By Guide Author: Joe Landers Difficulty rating: (Basic) Target persona: Call Center Director, Business Analyst, Knowledge Adminis…Joe Landers 37 views 1 comment 3 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service -
Guided Assistance Performance Summary - Analytics Cookbook RecipeContent Guided Assistance Performance Summary Author: Joe Landers Difficulty rating: (Basic) Target persona: VP Operations, Business Analyst, Call Center Director, Knowl…Joe Landers 42 views 1 comment 3 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Channel Distribution by Interface - Analytics Cookbook RecipeContent Channel Distribution By Interface Author: Joe Landers Difficulty rating: (Basic) Target persona: VP Operations, Business Analyst, Call Center Director For compan…Joe Landers 33 views 1 comment 3 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Channel Distribution (Incidents Created by Source) - Analytics Cookbook RecipeContent Channel Distribution Incidents Created By Source Author: Joe Landers Difficulty rating: (Basic) Target persona: Chief Customer Officer, VP Operations, Business A…Joe Landers 43 views 1 comment 3 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Contact Reasons - Analytics Cookbook RecipeContent Contact Reasons Incidents Created By Source, Interface, Queue, Disposition, Product, and Category Author: Joe Landers Difficulty rating: (Intermediate) Target pe…Joe Landers 48 views 1 comment 3 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Answer Effectiveness Micro View - Analytics Cookbook RecipeContent Answer Effectiveness Actionable Knowledge Foundation Author: Joe Landers Difficulty rating: (Basic) Target persona: Business Analyst, Training Manager, Knowledge…Joe Landers 45 views 1 comment 4 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Knowledgebase Performance - Analytics Cookbook RecipeContent Knowledgebase Performance Actionable Knowledge Foundation Author: Joe Landers Difficulty rating: (Basic) Target persona: Chief Customer Officer, VP Operations, B…Joe Landers 79 views 1 comment 3 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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KB/CP/Guide Usage Summary - Analytics Cookbook RecipeContent Usage Summary Summary of CP, Knowledge, and Desktop Usage Author: Joe Landers Difficulty rating: (Basic) Target persona: Chief Customer Officer, VP Operations, B…Joe Landers 85 views 1 comment 4 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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incidents.search_thread and phrasesContent Hi, I created a report to use incidents.search_thread to search incidents. The idea is to be able to search for a few keywords or a phrase describing an issue. I…User_2025-02-01-07-03-13-295 50 views 1 comment 0 points Most recent by User_2025-02-03-20-08-03-425 Reporting & Analytics for B2C Service
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Report with a filter on a column which is not a primary keyContent Hi everyone, To respond to my client's need, I activated the option "Email Address Sharing" to allow the creation of multiple contacts with the same email. The a…User_2025-02-03-17-19-35-270 25 views 5 comments 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service
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Dynamic column generation using Report Custom ScriptsContent Is there any way to dynamically generate column from a custom filed value in Report? For eg: I have a custom filed c$type with values Request, Complaint, Enquiry…Vijay Krishna VS-Oracle 20 views 2 comments 1 point Most recent by Vijay Krishna VS-Oracle Reporting & Analytics for B2C Service
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Schedule times - which timezone?Content I have a report that is set to be using a different time-zone than the one I am in. I was asked to schedule this report for the people in the report's time-zone.…User_2025-02-03-16-51-39-328 32 views 6 comments 0 points Most recent by User_2025-02-03-16-51-39-328 Reporting & Analytics for B2C Service
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How to backlog and find when an incident was assigned to an agentContent Hi All, I have a reporting query. My requirement is to find the count of assignments of incidents that were assigned to a particular agent on a backdated time. F…User_2025-02-03-19-31-14-086 35 views 5 comments 1 point Most recent by User_2025-02-03-19-54-01-010 Reporting & Analytics for B2C Service
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CX - R13 Engagement Cloud: August 30, 2017, 9:00 a.m. PT - Submit QuestionsContent Submit your questions for the CX - R13 Engagement Cloud session to have them answered during the live event. Post your questions by posting a new comment to this…
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CX - R13 Sales Cloud: Platform and Extensibility: August 17, 2017, 9:00 a.m. PT - Submit QuestionsContent Submit your questions for the CX - R13 Sales Cloud: Platform and Extensibility session to have them answered during the live event. Post your questions by postin…
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CX - R13 Sales Cloud: Business Intelligence: August 16, 2017, 9:00 a.m. PT - Submit QuestionsContent Submit your questions for the CX - R13 Sales Cloud: Business Intelligence session to have them answered during the live event. Post your questions by posting a n…
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Looking to network with other B2B OSC users with Outside sales teamsSummary Looking to share best practices/tips/techniquesContent We are in the early stages of rollout - effectively integrating OSC to our Contract Management System (thi…User_2025-01-28-21-54-07-380 48 views 0 comments 2 points Most recent by User_2025-01-28-21-54-07-380 Sales