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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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… -
Recipients of scheduled reportSummary: How to pull the recipients of scheduled report Content (required): I would like to get the list of recipients of scheduled report. This information is needed to…B2C Service Support Customer Inquiry -Oracle 47 views 3 comments 0 points Most recent by Junie Rose Bodoso-Support-Oracle
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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 … -
Report to show periods where no Chat agents were availableSummary Trying to identify gaps in Chat agent availabilityContent Hi, I'm trying to find the easiest way to find periods where there were no Chant Agents in Available st…
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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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Data type - HTMLSummary: We have a field with long description and the data type set as 'html' in the column properties , so now in the dashboard that field is displaying the data corre…
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Access Custom Reports using REST/SOAP APIContent Can we access custom reports using REST/SOAP API? If so, please provide us some documentation on the same. Version Service Cloud
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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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Reporting Time Between Chat EventsContent I've been tasked with creating a report to isolate the number of chats where there is no post by the end user within a minute of the agent interaction beginning.… -
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 …
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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 1 view 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 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 44 views 1 comment 0 points Most recent by Steve Garvert-Support-Oracle
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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… -
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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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 11 views 1 comment 0 points Most recent by michael garverick
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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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Contact Login ActivitySummary I am looking for a report that would detail the login activity for contacts that would be used in a number of different ways.Content For example: * A version of … -
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…
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I need to extract profiles using a particular addin using reportSummary: I need to create a report for extract profiles which are using a particular addin Content (please ensure you mask any confidential information): Version (includ…
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Report for Profiles with Single Sign-OnContent Is there a report or is there a way to report on what profiles have Single Sign-On?
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Calculation of TATContent Hi, I need to create a TAT report considering the below 2 points. - Timer to start calculate when the status is tagged as "In Progress"- Timer to stop when the s… -
how to extract a report for sso and non sso profilesSummary: I need a report for finding sso profiles and non sso profiles. How to create that? Also which is the field for finding last login date for a staff account? Cont…