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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Synch user in accounts table to okcs_users table on changing namesCurrently, when you change, for example, your first or last name in the accounts table, these changes are not reflected in KA (the okcs_users table). As a result, when u… -
report that shows any Due date changes happened after october 1st 2024I need to create a report that shows any Due date changes happened after october 1st 2024. How to track due date changes?Please help. Thanks Meera -
rightnow report dynamic drop downSummary: How to dynamically filter out drop-down values within a Report I have a custom object named StoreUsers with 3 columns: ID, AccountID, Name. I have setup a paren…
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Data not showing accurately in the reportHi Team, We have a custom report to see the Agents productivity in the oracle B2C. We are using the incidents, Agents and Incident performance table in the data and usin… -
how to let report only show one record which contains same incident ref?Summary: I have a report with a filter incident.status = solved, so the report will shows solved incident and agent name who solve it, but sometimes incidents reopened a…
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export knowledge advance schema dataSummary: Hey Guys, I wonder if there is any way we can export the schema value of the knowledge advance content type? We can add a new schema into the content type in or… -
Prod incident created after reply an email to test site CRM incidentSummary: Hi everyone, I met a bug in test site CRM, when I reply an email as customer to the test incident, no message thread create in the incident, and I received an e…
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Report showing when Chat Agent is NOT availableSummary: I have created a Chat Login Avail report. But it does not seem to show the correct status. Id like to see when the agent goes available and when she goes unavai… -
create report where incident count = 0Summary: add a filter to report where incident count by contact = 0 Content (please ensure you mask any confidential information): i have a report that shows me contacts…
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we have a ask a question style webform. How can i track how customers are reaching it?Summary: we have a ask a question style webform. How can i track how customers are reaching it? I need to be able to give some indication what websites are linking to th…
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Service usage metrics reports Alert / AutomatedWe are looking for alerts/automation for service usage metrics daily/ monthly for different interfaces. The section in which we are interested in setting alerts are Stor… -
How top answers widget will work for customer portalSummary: I want to enable a top answers standard widgets for the customer portal. I have enabled by writing the snippet. For this am getting some top answers. But am no…
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Stop incidents duplicating when joining to threadsSummary: I have a basic queues report counts the volume of open incidents by queue and date. It has a drill down filter that then lists the incident in detail its ref an…
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summing up all the columns in a cross tab reportSummary: I want to add the result of all the columns in the pivoted table to a new one, say Total. How do I do that? Content (please ensure you mask any confidential inf… -
Sorting the actual filter view?Is there a way to sort the actual filter view, so the checkbox/selections are in A-Z order. For example - I have a QUEUE filter - I want the queue list in the All Items … -
using inc_performance type=7 gives duplicate rowsSummary: When adding the first closed date from the inc_perf table to my report, I get two rows for every solved incident, one with a closed date and one with no closed …
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How to make a column in a report to only shows the agent name who firstly solve the incident?Summary: I have a report to shows solved incident and agent name who solve it, but sometimes incidents reopened and solved more than one times. So the report will look s…
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how to resolve usage of function count() does not include requested usage - filterSummary: how to resolve usage of function count() does not include requested usage - filter Content (please ensure you mask any confidential information): I am receiving…
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How Will Access to Out of Office Functionality enabled in browser same as DesktopI have enabled Out Of Office Functionality on the Desktop, but not reflected in the Web browser UI. What are the steps needed to do to get that functionality? Thank you … -
how to create multi edit reportSummary: I need to create report for editing a contact of a incident. For that I need to enable that report with multi edit. How to do that? Regards, Meera
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I want to display data on the report even when the disposition value is NULL.Summary: I want to display an incident in the report with a null disposition. Content (required): [What I want to achieve] I would like to create a report that displays …B2C Service Support Customer Inquiry -Oracle 3 views 1 comment 0 points Most recent by Will Paddock -Support-Oracle
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how can i report on all the web pages including answershow can i report on all the web pages including answers possible on a site, along with the URL to reach it?
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Report Showing Number of RepliesSummary: I need to report on the number of responses an agent sent in a given time period. Rather than the number of incidents I am interested in the number of replies p… -
How to get a count of the knowledge articles currently available in Knowledge AdvancedSummary: I need to get a count of the knowledge articles currently available in Knowledge Advanced Content (please ensure you mask any confidential information): Version…
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Exported incident subject limited to 60 charactersSummary: Exports truncate the subject field to 60 characters, but the data dictionary and incident workspaces allow more. Content (please ensure you mask any confidentia… -
How-to create a list of accounts using the REST API.We would like to know all the accounts that made API calls to REST API in the past month.Luis Lopez Garcia-Support-Oracle 43 views 1 comment 0 points Most recent by Steve Garvert-Support-Oracle
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The timezone (UTC +2) appears in the date filters of my reportsSummary: How can I hide the time-zones on the date filters in my reports. Content (required): In the new version change; timezone information appears in the filters conc…B2C Service Support Customer Inquiry -Oracle 13 views 1 comment 0 points Most recent by michael garverick
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I need to track email sent activitySummary: I have couple of invalid email adresses. I need to create a report which shows incident list which sent emails to these invalid emails. Content (please ensure y…
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A report which shows incidents with latest updatedSummary: I need to create a report with incident details. The user needs to see the latest queue change happened. I can see multiple records with one incident as queue i…
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How to pull report entries when one column is blank for certain rows?Summary: I'm building a report showing certain incidents, and I'd like to include the most recent thread entry in the report. The challenge is, I have many incidents wit…