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
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Definitions and functionsContent Hey Ya'll! So I am new to this, so please forgive me if this is a simple question that I cannot figure out. The definition of our chat service level states: sum(…User_2025-02-03-19-20-35-072 36 views 0 comments 1 point Most recent by User_2025-02-03-19-20-35-072 -
Using column total in calculationsContent I'm sure there is an easy solution for this, but I feel like I am tilting at windmills now. I have a cross tab report that breaks down chats by hour intervals, g…User_2025-02-03-19-02-06-857 58 views 2 comments 1 point Most recent by User_2025-02-03-20-37-52-959
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Invalid object name: rulesContent How to query the rules table in RightNow Oracle Service Cloud? The data dictionary lists a "rules" table. I tried querying it with The Connect Object Explorer bu…User_2025-02-03-18-52-22-449 25 views 5 comments 1 point Most recent by User_2025-01-30-19-06-33-073
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tell if notifications were sent to subscribers when an answer was updatedContent Is there a way to tell if notifications were sent to subscribers when an answer was updated? If the publisher forgot to choose from the Notify Subscribers dropdo…
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Export data from a Drill down reportContent Hi all, I am using a drill down report which show data based on a fliter and group filter (level) My requirement is to export all the drilldown data which is not…
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Calculate Last Assigned to first Changed StatusContent Looking at the inc_performance.intv_type I only can find the "Last Assigned to Final Resolve". But not Last Assigned to Status changed. I like to calculate the t… -
How can I add the Report ID to the report?Content Hello everyone! I need a way to add the report's ID # to the report. I am dealing with hundreds of reports and in the process of cleaning them up. However, havin…
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Record Limit 10000Content Is there a way when pulling reports to set my Record limit to a higher setting? I'm really wanting to put this record limit to 50,000 or even 100,000 per page...…User_2025-02-03-18-58-47-399 58 views 3 comments 1 point Most recent by User_2025-02-01-08-18-48-897
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Bug on Oracle Report: Co-Browse Summary Report ID 193 - SolutionContent Hi All, We have a customer who is using the Livelook / OSvC Co-browse on their Service Cloud Implementation. Looking at the reports we appear to have identified … -
nested aggregations - just another calculation of first resolution fix rateContent Hi, I just want to build a custom report calculating our view on first resolution fix rate. From business perspective the incident has a first fix when the incid…
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How can I find where hits to an answer coming from?Content I need a report to show where hits are coming from on an answer. Does anyone have a report to show this information? Thanks, Corine Version Service Cloud, Custom…User_2025-02-01-08-18-48-897 30 views 2 comments 1 point Most recent by User_2025-02-01-08-18-48-897
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Report Width - ScrollableContent I have several reports that have a lot of columns. These reports squeeze all the columns together to fit in the screen rather than give me the best fit and a scr…
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SLA/Holiday Reports?Content Is this data available via Reporting - Would like to create a report listing the SLAs and their assigned holidays. Thanks, Joe Version Feb 2015 -
Displaying Actions in Search Knowledgebase DrilldownContent I want the user to be able to search for an article using Search Knowledgebase, then get a list of all of the alternate-language versions of that article, then u… -
Report to show customers new to ChatContent Hi everyone! Can anyone think of a way to report on customers that are new to chat? We currently do not require that our users log in to our site (that will be c…
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Any luck using Average Message Response Time per agent?Content Hi everyone, Is there a way to calculate the Average Message Response Time in a report per Agent? Right now we are looking at a report that is looking at our que…
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Extend Answer Effectiveness report (ID#206)Content Hello, We are trying to extend the functionality of Answer Effectiveness report. This report is currently showing number of incidents and chats. We would like fu…
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How to backlog and find when an incident was assigned to an agentContent Hi All, I have a reporting query. My requirement is to find the count of assignments of incidents that were assigned to a particular agent on a backdated time. F…User_2025-02-03-19-31-14-086 35 views 5 comments 1 point Most recent by User_2025-02-03-19-54-01-010
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Filtering a report by comparing Account "Display Name" with a Custom Field in OrganizationContent I'm trying to create a report for people in our customer service dept so that each customer service representative sees only those opportunities assigned to them…
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How to display complete data in Report columns when using Add-InContent Hi, I have string like String value=the major international rugby tournament held in the Americasorganized by the Pan American Rugby AssociationIn 1944 the 50th …User_2025-02-03-19-49-42-846 22 views 10 comments 1 point Most recent by User_2025-02-03-19-49-42-846
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Filter report to include "No Values" or "NULL"Content I wish to filter my report to include all contacts who have provided either their first name, last name or neither. That is how can I filter my report to include…
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Highlight Highest/LowestContent Hi, I am wondering if there is an easy way to change the formatting (color) or a row in a report based on if the value in one of columns is the Highest/Lowest of… -
Masking Column values on reportContent Is it possible to apply a mask on values on a report? For example, rather than displaying a full social security number (as is stored in the database) displaying… -
Help with expressionContent Hello, I'm hoping someone can help me with an expression that I'm trying to edit within a report. I've attached an export of the report. I need to group by exter…User_2025-02-03-20-01-41-735 46 views 4 comments 1 point Most recent by User_2025-02-03-19-30-01-975
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Create report on top answers viewed based on public portal keyword searchesContent Hi, I'm new to reporting and I need to create a report that generates a list of top viewed answers in our knowledge base based on keywords members of the public …
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Weekend Performance - Email the Report!!!Content Awesome report by Bastiaan van der Kooij Title: Incident Transaction Counts (Multiple Transaction Types) - Analytics Cookbook Recipe I created this on our side a…User_2025-02-03-18-36-38-730 17 views 2 comments 1 point Most recent by User_2025-02-03-20-16-45-224
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Options to send reports to file shareContent We love Oracle reporting, but we need reports to drop on file shares so we can pick them up with various processes. Has anyone else overcome this issue? Any advi… -
Filter on MAX dateContent My customer would like a report that lists all Organizations (distinct) that have not had an Incident created in the last 6 months. In all other reporting tools,…
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? about Incident Transactions Counts from CookbookContent First, let me just say thank you for this report. It has solved an outstanding "want" that our business had for some time now. The last piece that we need to res…
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Chat AHT (average handle time) CalculationContent There have been some questions regarding the accuracy of AHT calculation on the chat reports we are using that were all set up by a previous admin. That column i…User_2025-02-01-08-26-22-513 49 views 8 comments 1 point Most recent by User_2025-02-01-08-26-22-513