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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How to pull re-opened cases that were previously closedSummary/Content: I need to identify incidents/cases re-opened by the customer that were previously closed in oracle service cloud analytics. Below is the code snippet th… -
Showing zero values on a reportSummary: Showing zero values on a report Content (required): Is there a way to show entries that contain a zero value for something? For example, we'd like to show the a… -
Queue Activity Report showing 0 values, despite there being activity in the queuesHello, We have recently migrated our business rules over to enhanced business rules and have also tidied up some incident queue routing rules. Incidents are being correc…
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Is there a way to hide duplicated entries ina scheduled report?Summary: Hide Duplicated entries for a scheduled report Content (required): We have a report that counts the answers hits in a defined range of time, as per some article…
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How to get first & last closed dateSummary/Content: I need to use the first & last closed date instances and I'm trying to use min(incidents.closed) and max(incidents.closed) but they don't work. The repo…
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Use custom list twiceSummary: Content (required): I want to use a custom list for "translating" some ID values to human readable form. For instance Location can be 1 = USA, 2 = UK, 3 = Japan…
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How to get the list of articles that are checked out (locked) in OSvC (B2C Service)Summary: I am trying to find the right table where I could see all articles that are checked out (locked) by users. Could you please help? I need a list of all articles/…
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Chat Transcript - Incident MessageSummary: We want to export the chat transcript saved in message under Incident to excel Tried Chat Event Details report but display by event and not complete transcript …
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SSO access into OACSummary: We are using SSO access into the other Oracle products, is there a way how to configure OAC to accept SSO login instead of username/password combination? Conten…
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Is there a way to access accounts table in the transactions table?Summary: I a trying to generate a report for alll user actions from the transaction table. is there a way? Content (required): Table : Transactions Column : Table Associ…
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Extra column for color value in data visualizationSummary: Content (required): In case I use a field or calculation for Color, an extra column is added to the end of table or empty bar in graph. Is there any way how to …
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Remove Explore link prom data visualizationSummary: Content (required): I created some data visualizations and when the dashboard loads I see Explore link by each. Is there some setting how to remove that link pl…
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Report on when incidents move queues, by whom, and status upon transferContent Hi, We are trying to create a report that will tell us when an incident is moved from one queue to another, by whom and the status it was given upon transfer. At…
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Can I control the time element of a "Between" filterContent Hi All, New to custom reports, but I am starting simple. I am working on reports to simply show an incident count of tickets opened in our queue by month, and th…
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reports for maker and checker in the Agent desktop or BUISummary the business require to get reports for maker and checker of the questions and answers and the one who published it, am not able to find default reports for that… -
Survey Sent & Completed report - Include surveys not openedI m trying to report on all surveys sent. The report should show when a Survey was sent, and if it was completed also the score. I however also need the Surveys that hav…User_2025-02-03-16-51-39-328 61 views 3 comments 0 points Most recent by User_2025-02-03-22-07-33-802 -
How to Filter on a date_group to linked reporti have built a report summary based on date_group(incidents.created, 'YYYX-WWW') and counting incident id I now want to add a report to list the detail for that date ran…
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Reporting on Answers with zero hitsSummary: I have a requirement to report on the number of hits per answer across a specified time period (report has a cross tab of row fields = answers.a_id, column fiel…
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How to see linked reports in Consolidated DashboardContent Hi, I have created few reports and there is a drill down level in that reports. But when i put those reports in consolidated dashboard then i cannot see the link…
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How to drill down using a linked report when the parent report has date grouping outputSummary: How can I drill down to a linked report when the parent report contains data with date grouping applied and the drilled down data should only match the date gro…
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Filter ExpressionSummary: How to make a filter from an expression? Content (required): Is it possible to make a filter for the following expression, which is basically the difference bet…
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Custom Object Deleted RecordSummary: How to identify a deleted record of a Custom Object? Content (required): Through deleted_recs table we are able to find out who deleted the records on standard … -
Dynamic Report Header in a custom ReportHow to add a dynamic report header or footer to a custom report? I just wanted to add a dynamic value like sysdate or agent name in the report header part. Is that possi… -
Report Error - Unexpected end of file has occurredSummary Incident Report ErrorContent Hi, I am trying to fetch Incident records with different columns using Incident object. I run this report without setting any filter… -
Duration of a SR sub-statusSummary: Display the total duration per the various sub-statuses of a SR Content: I have a created a custom field (Fixed Choice List) to track the sub-statuses of a SR (… -
Report filters dependencySummary: Report filters dependency Content (required): Dears, We are trying to build a dependency among our report filters to have such a tree or path to some nodes, how… -
Searching or Reporting in the Incident Archive ConsoleSummary: Searching or Reporting in the Archive Console Content (required): Is there a way to search the Incident Archive Console by Agent name? Version (include the vers…
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Can I customize a dashboard like thatContent I want to customize this dashboard, but which can't be edited/copied. I tried to create a new one, however I can't find a way to built the same layout. Do you ha…
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How to modify the Audit Log ReportSummary: Within the contacts workspace, we have at the bottom a few tabs , the last one is The Audit Log Tab, if you change a standard field value the information change…
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knowledge article answer URLSummary: knowledge article answer URL Content (required): Hello, I'm working on how to get knowledge article answer URL in a report in order to display to the agent once…