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.
Reporting & Analytics for B2C Service
Discussion List
-
How much data is too much dataSummary: We struggle with reports not running due to too much data. We average about 45,000 open incidents a day. Our oldest ticket is year and a half old. We are lookin… -
We need a report on Anchors.Summary: Anchors arent represented well in answers and their solutions. How can we search for them? Content (required): I made a report to search an answer solution for … -
What is the Proper Syntax for an Exception Report Using the IF ArgumentSummary: Looking to change the color of the text when a result is outside of a SLA Using an Exception Report With a Logical Test Content (required): The report I've writ… -
Enhanced Business Rule 2.0 LogSummary How to access EBR logContent Hi Can we access Enhanced Business Rule 2.0 log in BUI or in Agent Console. I know we can access legacy business rule from left navi… -
contacts.any_phone_raw is not returning data when searching for Contact Phone Alt 3Content We have a search report set up that utilizes contacts.any_phone_raw which based on the Data Dictionary should search within any phone number field on the contact…
-
First Time Chatter ReportSummary We are needing to keep track of "new" chattersContent I am trying to count the amount of new people chatting into the call center. We are trying to account per o…
-
Merged: We invite you to attend a ⭐️ LIVE ⭐️ webinar to get started with your Oracle Cloud Applicat…This discussion has been merged. -
Option to reset search filters in contact search reportSummary How can we enable agents to reset the search fields to serve the next customer?Content Hi there, We have an issue with search reports when agents use them; when … -
Round date value to the last day of a monthSummary How to convert a given day to the last day of that month?Content Dear reader, Have looked in the report functions (Functions (custhelp.com)) and actually I'm loo…
-
Display X number of recordsSummary Display X number of recordsContent We want to create a top 10 report and only display the top 10 in the report results. I thought I had a example script I used f…
-
Chat agent idle timeSummary I need to build a report to show the idle time of a chat agentContent Hi, I'm trying to build a report that shows the agent idle time. This is the time that the … -
Filter issue - affecting all Agents Dashboard "My Inbox"Summary Agents use search in the My Inbox and it saves for all usersContent User A runs a report, My Inbox, with a filter: Search_thread and inters in the customer PO. T…
-
Agent login count is coming 0Content I'm creating a report that counts agent logins in RN, but in the column where it should count the number of logins, 0 is coming. What could be happening? Version… -
Download Attachments from Custom object throwing errorSummary I want to create a report that shows a list of attachments in a custom object and be able to download from the report. But error is occuring.Content Hello, I hav…User_2025-10-31-01-08-51-703 33 views 2 comments 1 point Most recent by User_2025-10-31-01-08-51-703
-
Workspace Secondary Report is not showing in BUI ApplicationContent Hi All, In the BUI application, the attached Workspace Secondary Report is not showing. Is this possible? Any idea will be helpful. Thanks, Seethalakshmi S -
Created By Account - No ValueSummary Incident Created by account is Null - Unknown - No ValueContent Hi, We ran into one scenario where incident is created by someone but unable to see who created t…
-
Saving a report in your preferred orderSummary Report with several sortable columns. Can different users save the report in their own preferred sort order?Content We have a report that has several sortable co… -
How to format inc_performance.rel_time to secondsSummary How to format inc_performance.rel_time to seconds like 120 instead 0h2m0sContent Hi, I'm not able to format inc_performance.rel_time to seconds, E.g.: 0h 2m 0s t…
-
Search filter incidents.search_threadSummary How to use search filter incidents.search_threadContent Hi, has anyone ever been able to get the search filter incidents.search_thread to function? Our users wan… -
Time in a certain dispositionSummary Need a report that will show how long an incident has been in a certain disposition.Content Hi, would anyone have any idea how we can show how long an incident h… -
How to report on effective visibility of knowledge articles?Content Hello, I'm looking for a report or information to create a report that will show all our knowledge articles and their effective visibility for our customers. I w…User_2025-10-31-01-08-51-703 34 views 6 comments 0 points Most recent by User_2025-10-31-01-08-51-703
-
Standard Text UsageSummary Report which can show list of total incidents created and Incidents where the standard text was appliedContent I want a report which can give me list of incident…
-
Can I show the report description in a list of reports?Summary How to show the description of a report in a report that lists other reportsContent We are trying to generate lists of reports for a few different purposes, but … -
Can the operation of one user affect the entire Service Cloud?Summary Is it possible that the entire service cloud will slow down if you perform a time-consuming search in a report, such as a full incident search?Content Hi, Let me…
-
Percent of Waiting Incidents Auto Closed vs Closed by AgentSummary Percent of Waiting Incidents Auto Closed vs Closed by AgentContent I have a requirement to show the percentage of waiting incidents auto closed by system based u…
-
Report name as report titleSummary Can we use the name of the report to update the title of the reportContent A bit of an "unusual" question but is is possible to update the title of a report usin…
-
Scheduled Report - Best time to run with a server based on UTC timeSummary Looking for best time to set a report to run to collect the most dataContent We are a global call center using one interface. Our sever is set to UTC time. Looki…
-
Error- Non-existent column: 'ID' for the column "Incident.PrimaryContact.ID" field in connect objSummary Error- Non-existent column: 'ID' for the column "Incident.PrimaryContact.ID" field in connect object explorer in incident objectContent Error- Non-existent colum…
-
Run time filters not showing up in BUI report toolbarSummary We have a report that is not allowing us to select 'Search', 'Refresh' or 'Reset'Content When we have run time filters enabled, one one report, we are not gettin…
-
Listing Answers via report filterSummary Listing Answers via report filterContent Hello! I am trying to filter Answer IDs in a report, but the filter doesn't not seem to allow this when choosing "in lis…