To ensure that questions get required attention from community members and are NOT left unanswered, it’s important for the author to indicate (by selecting “Yes” or “No” when prompted) whether the question was answered. (newly added) Please note that it is also important to respond to EACH comment your question receives. Your Yes or No response ensures an accurate status for your question.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
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Reporting & Analytics for B2C Service
Discussion List
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May 21 upcoming webinar: The Future of Customer Experience: Product Strategy Statement of DirectionWe believe 2025 is a line in the sand for customer experience. Envision a world where: Customer experience transcends front (sales, service, marketing) and back-office d… -
I need a custom script to capture a assigned time of a ticketHi, For a Response SLA report, we are capturing stop time as min(transactions.created). But there is a problem where incident reaches to wrong queue first and assigned t… -
How to create a report for find for each sla what all holidays are selectedHow to create a report for find for each sla what all holidays are selected
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Creating a Report for Unanswered Community Comments in RightNow CXSummary: We need to build a report in RightNow CX that highlights comments in our community that have not received a reply from a staff account. We have community profil…
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Reporting on Contacts Who Downloaded an Answer AttachmentContent Has anyone been able to create a report that shows everyone who has viewed an answer that contains an attachment and who downloaded that attachment? Everything I… -
How do I turn of the automation of bar charts when the dashboard is refreshed?Summary: Hello! Ever since the BUI update 3.25.03.03-b0001 our reports and dashboards containing charts are being "reloaded" when refreshed. I believe it's this change t…
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Answer Publish at Specific TimeB2C Service support publishing an answer at a specific date, but, at the moment, it doesn't support publishing at a specific time out of the box. This article explains h…
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Custom Report to Save CC from Mail HeadersContent Hi, We would like to start storing the email addresses in the CC field (if any) when incidents are created via email. I was able to determine that this informati… -
How can I export Large Amount of records from the object at once efficiently?I need to retrieve the total records for an object that contains Millions of Records . To filter the data, I applied a "Record Created Date" filter and attempted to down…
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Can a custom TEXT field be limited to Apha only?Summary: Can a custom TEXT field be limited to Apha only? Content (please ensure you mask any confidential information): Cust Field, Plain text. Id like to limit to Alph… -
Report to count responses but include incidents with no responsesSummary: I need a report that shows all the incidents with a count of responses for the ones that have responses, but includes those incidents that don't have responses …
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Default report in navigation setHi, I need to findout which is the default report in a navigation set. Is there any way to find out using a report? Regards, Meera
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customscript in reportsSummary:Hi, How to know which all reports are using custom script?any way to find via report? Thanks Content (please ensure you mask any confidential information): Versi…
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how to enable add existing option in contact tabHi, How to enable the option for add existing contact in a workspace.? Regards, Meera
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How to find a contact if logged in through sso or email?Hi, I need to know a contact is logged in using sso or email id. How to find that? Regards, Meera
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Is it possible to report on the value in the Staff Account Profile Session Timeout field?Summary: Is it possible to report on the value in the Staff Account Profile Session Timeout field? Content (please ensure you mask any confidential information): I need … -
summing up all the columns in a cross tab reportSummary: I want to add the result of all the columns in the pivoted table to a new one, say Total. How do I do that? Content (please ensure you mask any confidential inf… -
How to hide headings in Dashboard filtersSummary: I have created a dashboard with 3 reports. While I run the dashboard, I can see few common filters and one filter from 1 report which is not common separetly. S…
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what is this 3 lines symbol in report buiSummary: Hi, I could see a 3 lines symbol in the report header for a column, which I didnt see before. Please help me to understand what is this used for? Content (pleas…
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How to filter category dynamically in search filter when a product filter value changesSummary: Product and Category filter in analytics to behave exactly as they behave in workspace Content (please ensure you mask any confidential information): Hello All,…
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Searching Thread for KeywordsSummary: Hello, I have a report that searches the thread of each incident (using incidents.search_thread with the "LIKE" operator) to search for specific keywords. This …
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Average Handle Time for individual agentContent I'm trying to create a report that will show me each individual agent's AHT for chat. I started with a canned report that was intended for showing the AHT for a …
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Unable to embed customer portal URL in iframe on another websiteHi I'm trying to embed oracle service cloud's customer portal link in iframe on another website but its throwing following error. Refused to frame 'https://domain.custhe…
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how to fetch latest response from threadHi, I need to create a report with latest response send to customer. There are private notes and repsonses. But I need only latest response in report. How to fetch that?…
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Hey team I want to create an OTBI reportwhich could pull up the additional info column details from payroll relationship. I have a screenshot showing three fields, and I need to populate their values along wit… -
List of emails that receives Update Contact Information message templateSummary: Content (required): Hi All, In the message template for contact email, there is a setting for update contact information which basically allows an email to be s…B2C Service Support Customer Inquiry -Oracle 41 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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Oracle Customer Excellence Awards - Nominations are OpenYou’ve done incredible work. Now you deserve the recognition. The Oracle Customer Excellence Awards celebrate the very best of business innovation, showcasing how organi…Elise Hymes - Oracle CX-Oracle 11 views 0 comments 0 points Started by Elise Hymes - Oracle CX-Oracle
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How to schedule a report to email the report output to the receipientSummary: We need a guidance, as there is a requirement and process needs to be identified that is it possible to generate an standard report output and email the same ou… -
REPORT_ERROR_VIEWS_ENGINE errorHello All, I am trying to POST the report results through analyticsReportResults REST APIi. But unfortunately i am facing the "REPORT_ERROR_VIEWS_ENGINE " error .But whe… -
Information about standard report id: 45Summary: Content (required): We're looking into the standard reports to improve our FAQ quality... And although most of it is clear, we don't understand report 45. We th…B2C Service Support Customer Inquiry -Oracle 41 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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Analytics Oracle Cloud error HRESULT: 0x800AC472Summary: HRESULT: 0x800AC472 At analytics report export into excel Content (please ensure you mask any confidential information): Has anyone ecountered this error? I tri…