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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unable to get successful login report from IDCS for users logged in seccessfullySummary: Unable to extract the seccessful login user details from IDCS from today as its giving below error message. Content (please ensure you mask any confidential inf… -
How to pass Incident field as run-time filter to standard Search knowledge base reportSummary: I have an incident field, based on which the Search Knowledge base report in the Rich Text editor should be filtered. I want to filter answers.nl, based on the … -
Capacity chartHi, I need to create a capacity chart. •For incidents without a task, use the Due date to allocate the effort into the weekly intervalFor incidents with tasks, use the t…
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Report showing 2 separate rowsSummary: Created a report including incident and Incident Performance tables to display; First Assigned User Account First Assigned User Group First Customer Response Us… -
DFF not available at Payment Process Profile in FusionSummary: Likewise we have a DFF in the 'Additional Information' tab on the Payment process profile in EBS R12, we do not see any DFF in Fusion. Please let us know if any…
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What is the best practice for handling travel authorizations created in future financial years.Summary: We have a business requirement where our client allows employees to create travel authorizations in a future financial year. However, the control budget for tha…
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Incoming Email Thread Handling and SR Duplication in OSvCSummary: Dear All, We are currently utilizing the Oracle Service Cloud (OSvC) Email Response functionality, where multiple mailboxes are integrated into our system. The …
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Incident Transaction Counts (Multiple Transaction Types) - Analytics Cookbook RecipeContent Incident Transactions Counts Vanilla Report Counting Multiple Transactions Types Author: Bastiaan van der Kooij Independent Oracle Service Cloud Consultant Diffi… -
Hi all, in bursting can I put the dynamic file name? example concatenate it to today's launch date!Summary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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Reporting for Agent Insight UsageSummary: Reporting for Agent Insight Usage Content (please ensure you mask any confidential information): Are there reports available to see when an Agent Insight is use…
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Time in Status (Transactions Calculation w/ Custom Script) - Analytics Cookbook RecipeContent Time in Status Calculates time using custom script Author: Bastiaan van der Kooij Independent Oracle Service Cloud Consultant Difficulty rating: (Advanced) Targe…
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Join chat_queue_stats with Incidents TableSummary: When I join Join chat_queue_stats with incidents table, it removes data and shows blank I need to join the tables, becuase I need to know what agency the client… -
report with siblingsHello, I am trying to build a report with sibling answers. For example, the report would contain the EN ids, FR ids, and Spanish Ids. Has anyone done this? Thanks Nik -
Analytics CookbookContent Welcome to the Analytics Cookbook! This is an exciting resource intended to help with your Oracle Service Cloud Analytics. How do you measure the value your orga… -
how to calculate incident edit time for each transactionsSummary: Hi, I need to create a report for getting incident edit time of an incident. edit time for each agent in same incident is needed. Regards, Meera Content (please…
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Ask a Question FormSummary: Does anyone know the maximum number of characters that can be in the Summary and Question fields on the Ask a Question form? Content (please ensure you mask any… -
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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restriction of 'in list' operator in analytics reportContent Hi all, just would like to know, if there is any restriction related to the in list operator in Analytics, e.g. length of the parameter/value, or amount of param…
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Remove - replace URL in threads.noteHi, I'm working on a custom report that includes the threads.note field. Here’s a sample of how the conversation looks in that field: Agent: Hi how may I help you? Anony…
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Dynamic file name generation for data model reportsSummary: I have requirement for dynamic file name generation which will be like the file name with year or period and date extension .I have included the sql code at the…
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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…Elise Hymes - Oracle CX-Oracle 14 views 0 comments 0 points Started by Elise Hymes - Oracle CX-Oracle -
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…
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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…
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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…