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Reporting & Analytics for B2C Service
Discussion List
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Toast Notification via ReportContent Hi All, I have a requirement to send toast notification for the Agent while the incident count equals to 1000 via Report for example: I have 3 groups called A, B… -
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 70 views 2 comments 1 point Most recent by User_2025-02-03-17-20-20-749
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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… -
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 28 views 7 comments 1 point Most recent by User_2025-02-03-19-42-55-164
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Duplicate rows issue in reportContent Hi everyone, We are working on a report that will show the number of assigned agents per agent and per queue. Our agents can receive incidents from multiple queu…
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Add button to download the file attachment in an custom reportContent Hi, How I to add button to download the file attachment and save the file to the location you specify on my workstation in an custom report. Regards, TatianeUser_2025-01-25-06-00-20-716 49 views 0 comments 1 point Most recent by User_2025-01-25-06-00-20-716
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Add images to the conditional format in a reportContent Hi, Is it possible to add more images to the report, conditional format section, under the custom images? Attached is a screenshot showing where I would like to … -
Extract data via json "analyticsReportResults"Content I am not able to extract data from a report using REST json. Can someone help me? Attached is the definition and result of the report. I understand very little o… -
Using Engagement Engine Logging to log in-page dataContent Based upon the description of logging and reporting in the manual, it would seem that we should be able to log page level data to an EE Event in the events table… -
Returning results including rows with 0 incidents for the monthContent I have a report which is summing up incidents based on items in a custom drop down field. I can't show you the actual results because of confidential data. But e…User_2025-01-31-02-50-15-254 30 views 2 comments 1 point Most recent by User_2025-02-03-16-51-39-328
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Re-Opened Incidents after SolvedContent Hello- Does anyone have a quick expression or way to identify when the inc_performance.intv_type of 'Create to Final Resolve' is different than when the 'Create …
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Report to show Duplicate RecordContent I have custom object employment details linked to contact table using contact id. I want to show only duplicate records in my report.User_2025-02-03-16-53-11-440 51 views 6 comments 1 point Most recent by User_2025-02-03-16-53-11-440
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Current open time in business days & SLAsContent I know this is far fetched, but was hoping someone had figured out a work around. My business has implemented a new metric where each of our categories of work h…
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How to include a count of 0 value in my report.Content I am trying to build a very basic report to set up alerts off of, but struggling with getting values of 0 to show in the report to trigger my alert. The two colu…User_2025-02-03-17-17-13-640 29 views 8 comments 1 point Most recent by User_2025-02-03-17-17-13-640
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Report " Keyword Search "，the meaning of the filter sourceContent Hi, Everyone When I was using the keyword search report,I found a filter called source that contains options. I don't understand what they mean,Can you tell me? …
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For the abandoned chat , how can ı get contact id with a custom script?Content Hi, We are required to show contact id's instead of email addresses in our chat report. I created an outer join between chats and contact tables and added contac…
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Availability Tracking Report.Content there is currently some report showing number of online agents V.S. number of agents paused, in a history (report) that manages a new log (row) with each update …User_2025-02-03-17-29-01-634 14 views 0 comments 1 point Most recent by User_2025-02-03-17-29-01-634
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Formatting based on two columnsContent Hi, any advisce how I should go about combining values from two columns? Basically, I have one column based on a custom field called member value which outputs e…
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Case History Analytics FieldsContent We have a requirement from a client to extract a large number of case details into a report extract. I'm unable to locate the correct fields in Analytics which s… -
Clickstream TableContent How long is the data in the clickstream table kept? Is it just the last 30 days? -
Chat report to show rollovers, not just transfersContent Hello all! Another challenge! I have a report request to show a Chats that Start with 1 queue and roll over to another (we use rules to create the rollover param…User_2025-02-01-08-18-48-897 17 views 0 comments 1 point Most recent by User_2025-02-01-08-18-48-897
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Count of incidents per days without using a filter.Content Hi, I am trying to build a report that will show a combination of currently Open incidents in the Qs and the ones that were resolved "Yesterday" and "Today". I u…User_2025-02-03-16-51-39-328 46 views 11 comments 1 point Most recent by User_2025-02-03-16-51-39-328
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Top 10 Customers X Top 10 CategoriesContent Hi Team, I need to create a 10x10 table (and chart) that shows our TOP 10 ticket logging companies and for each the TOP 10 Categories these tickets have been log…
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Calculation of intraday service level - inc_performance table not useableContent Hi there, for calculation of servicelevel we use the inc_performance table (inc_performace.intv_type = 4). Below in the code snippet you can find the example for…
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Agent/Status SLA calculationsContent Hello all, We have an external mechanism for measuring SLA (we don't use the seeded functionality for SLA), but this measures SLA in customer perspective, e.g. t…
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Header Layout changes Exporting to ExcelContent Why are my text boxes being rearranged or removed when exporting a report to Excel either manually or via scheduling? (see attachment) Version 17D -
Agents AuditContent Hi, We've been asked to produce an audit of agents creation, edits and deletions. * Profile Type * First Name * Last Name * Collar Number * Login * Attributes/Ac…
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Invalid email address reportingContent Is there a report that can be run to view the invalid emails received into RightNow as contacts from the Customer Portal? I know that an icon appears when "Respo…
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Feedback incident: trim first part of the threadContent Hi All, If an incident is created from feedback on an incident. Then, customer's message is automatically appended with " This feedback is about: http://opn-comp…User_2025-09-05-00-11-37-622 40 views 2 comments 1 point Most recent by User_2025-09-05-00-11-37-622
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Finding Reports with Custom Filters attached to SchedulesContent Trying to identify all reports that have a CUSTOM filter applied to them at the Schedule level (not set to default). I don't see this option in Report Management…