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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Agent Total Response Time field discrepancy: exact definition please?Summary Unclear on the discrepancy between this value, and the datediff from session creation to agent engagementContent In building some basic chat reporting, I want to… -
Closed and Created incidents reportContent Hi Gurus, We want to show the report on last 3 months, how many is created on particular month and how many closed on particular month. I have used date_group(in… -
Is there a way to list the reports not used ?Summary Can we list all the reports not used in Service Cloud ?Content Hi Team I am looking for a standard or custom one to list all the reports that are not used in the… -
Backlog and Closed Cases ReportContent Has anyone created a report that includes both open and closed cases? I want to display a row for each case where it is still in an open status or if it was clos… -
Incident report - assigned to a second groupSummary Incident report that shows if an incident was transferred to a different groupContent Hello, I've been trying to figure out how to display the following scenario… -
what is exact columns names for Parent.ID and Parent.Name in category table?Summary what is exact columns names for Parent.ID and Parent.Name in category table?Content Building report for Categories table , looking two columns Parent.ID and Pare…
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Chart display issues Desktop vs BUISummary Chart displaying differently in BUIContent Hi, I'm having a hard time getting a chart to display the same way on BUI as it is on the agent desktop. Any tips woul… -
Preview incident - without opening workspace?Content Hello! Could not locate any information in documentation or here at the community, so here goes: My agents wants a preview function of incident (customer thread)…User_2025-02-01-08-38-15-811 22 views 5 comments 1 point Most recent by User_2025-02-03-20-46-35-138
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Add new note/thread from reportSummary Add new note/thread from reportContent Our finance team need to respond to queries in their queue from a report. They'd like a faster way to do this without havi…User_2025-02-01-07-03-13-295 44 views 3 comments 1 point Most recent by User_2025-02-03-20-46-35-138
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Combining results from tables that are joined multiple timesContent Hi, When I join the same table twice using different conditions, both conditions give different results. The agents may satisfy any one or both the conditions. I…
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Show custom menu as drop down menu in report filterSummary Show custom menu as drop down menu in report filterContent I have created custom menu "Employment details" with Primary,Additional & Both items. I have custom ob…User_2025-02-03-16-53-11-440 63 views 5 comments 1 point Most recent by User_2025-02-03-16-53-11-440
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All Chat Sessions requested + email Incidents created in 1 view?Summary Need help to create a combined view of all Chat Sessions requested, plus all email Incidents created for any period -- is this possible??Content Hi - is there an…
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Report dynamic filter(custom field) wise using Custom scriptSummary Organization/Contact/Asset Quick Search Report based logged Agent mapped Division/Business Unit wise dynamically filtered.Content Hello,I'm new to the custom scr…
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Mapping Incidents as a Child to custom objectSummary Trying to map an incident to a custom objectContent Hello All, We are trying to map an incident as a child of a custom object which we have created, then trying …
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How to use date_add(date, units, interval, round)?Summary How to use date_add(date, units, interval, round)?Content In Incident table for column "incidents.updated" output is "2020-08-20T 08:33:23Z" but expected Output …
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Show null value as blank is not working for report columnSummary Show null value as blank is not working for report columnContent I have built the report for incident table and I need blank value for null column. Here null val…
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Using Report Management Module (RMM) To Find Reports - Analytics Cookbook RecipeContent Using Report Management Module (RMM) To Find Reports: Finding reports in Oracle Service Cloud is possible in the Reports Explorer, but it can difficult if report… -
Incident product number reportSummary We tried checking product/incident tables there it shows product_level as product description whereas we are expecting as product number. –Kindly let us know if …
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Agent Overview InfoletsSummary Agent Overview Infolets - showing "1 Record"Content I am fairly certain I know this "1 Record" means the report is bulling back 1 record with the intended total … -
Join Incidents table with answer details tableSummary Join incident table with answer details tableContent We have saved docId in custom object and mapped it to incident. We want to build a report to join incident t…
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Report To Display Parent Incident RecordsSummary Child Incident need to show all other incidents related to one parent incidentContent Hi, I have custom incident report which display all related incidents belon… -
Aging Report frp the Service Request using OTBISummary I want to Create one Time Trend Analysis, which have weekly, Monthly , quarterly and annually based values of SR Created and Closed.Content I want to Create one …
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Agent Workspace Report - display user running reportContent Hi all, I have a requirement to run a report based on the Contacts table, and at the end of the report I should output who ran the report. So it needs to look so…
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Data Dictionary ReportContent Hi, is there any way to create a Data Dictionary report with detail and hierarchy to export?
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Time with Customer vs. Time with AnalystSummary Time with Customer vs. Time with AnalystContent We would like to have two columns on a report to indicate how long a case was with a customer vs. time with an an…
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Report on Unresponded TicketsSummary Editing a ticket without responseContent There is a situation where the customer updates the ticket multiple times before getting a response. Can we develop a re… -
Hide row if column contains a duplicate valueSummary Hide row if column contains a duplicate value in incident ref # columnContent Hi all. We have a report used by numerous agents. The report has a drill down based…User_2025-02-01-08-17-38-818 57 views 8 comments 1 point Most recent by User_2025-02-01-08-17-38-818
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Want to include a Content Inventory Report in Incident Workspace with run-time selectable filter onSummary We want to include a Content details Report in Incident Workspace with run-time selectable filter on custom field from incident workspace (docId). We could not f…
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In Console, Is it possible to select a record from report present in incident workspace and assign iSummary I have added a contacts report to the incident workspace tab. On doing search and selecting the contact, the contact should get inserted into the assigned field.… -
Report is displaying 1000 record per page, VRL_HARD is 10000Content Can anyone tell me what is happening here: VRL_HARD cofig setting is default but every time when i run my report i get only 1000 record per page, there is no Pag…