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Reporting & Analytics for B2C Service
Discussion List
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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… -
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… -
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… -
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… -
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…
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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… -
Adding a specific contact email to report results?Summary: Content (required): We have an incident/email contact report that runs on a date range, filters out all null (contact with no email addresses) and groups duplic… -
What is Oracle Narrative Reporting Output file size recommendation in excel or word?Summary: I am facing issue in output of excel which is above 1 MB Size, Not showing any result when i will preview the Doclet Content (required): Version (include the ve…
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Outgoing MailboxesSummary: We currently have 2 Incidents Worskpaces and also we previously configured 2 Outgoing Mailboxes. What is important for our company it's to have a specific Outgo…
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Pass search values to new recordSummary: Hi, If I have a search in a report where I search contacts for example, by First Name and Last Name, and if I choose to create a new contact, is there a way to …
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Link Checker/Broken URIs is not updatingSummary: Broken links fixed - report still shows old URIs Content (required): I fixed over 1500 broken links in our knowledge base yesterday. I ran the Common/Site Admin…User_2025-10-31-01-08-51-703 33 views 1 comment 0 points Most recent by User_2025-10-31-01-08-51-703
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How to create a number only field on Oracle B2C RightNow?Summary: Content (required): Hello, I'm using Oracle B2C RightNow. I wish that the field bellow allowed only numbers input (no letters or symbols). Is it possible? I don…
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Frequent ReportsSummary: Custom Report Useage Content (required): Is there a report that shows all the reports that are being used frequently by the users Version (include the version y…
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RemovedSummary: Content (required): Version (include the version you are using, if applicable): 21C Code Snippet (add any code snippets that support your topic, if applicable):
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Actual SLT time worked by AgentSummary: we have a requirement to calculate the actual time worked by an agent on any incident taking SLA time and holidays into consideration Content (required): For B2…
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Embedded screenshots from threads in reportSummary: Embedded screenshots from threads in report Content (required): Attached is a current report that we use to display a list of file attachments from Incidents. I…
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Chat queue availability reportSummary: Historical report on how much time there was no agent available for a specific queue. Content (required): I'm looking for a historical report on how much time t… -
How to filter on the startdate of first event if a person may have multiple events attended?Summary: Report on only the first event Content (required): I need to have a report which only displays the first event to which a person has been. So I have the contact… -
Is There a More Detailed Database Dictionary?Summary: Is there a more detailed database dictionary for Oracle Service Cloud? Content (required): For example, I am finding that some of the information in the Databas… -
How can you join 2 tables without an intermediate table?Summary: I need assistance with how to join 2 tables in a report without the intermediate table it is telling me I have to use. I have data in an Answers table and a cus…User_2025-02-12-02-07-32-442 33 views 3 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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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 … -
Find e-mail address in incident threadSummary: How can I make a report with an e-mail address in one column that is used to search in the initial customer thread in another column. With a third column showin…
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Help reporting on a button clickSummary: Need help reporting on a button click Content (required): I'm attaching my simple report definition (zipped xml) for when an agent clicks a button in their work…
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Is it possible to find all the reports with their filter details ?Summary: We need to fetch all the reports in the system that do not have a Date filter in them as we need to then edit those reports . Content (required): Version (inclu…
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Which table should I use to calculate agent login time?Summary: Do I need to develop a report that calculates the login / logout time and which table is the most correct to use? accountsessionhistory or user_trans.type = 1? … -
Can we trace categories changes in Audit LogSummary: Tracing categories changes in the Audit Log Content (required): As we all know, we can trace the incident transactions through the Audit log. But one of my clie…
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Report to extract Standard text sent through Rule response by systemWe have a requirement to extract all the standard text with names that are being sent by the system through rules. We tried but did not find a way to join transaction/th… -
Why my Logon Reports show duplicate rows?I did a new Logon Report to show start/end by day. But it is running with duplicate rows for each Agent, I would like show one row only. I'm using account_session_histor…