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Reporting & Analytics for B2C Service
Discussion List
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how to capture case closure done through multi editI need to create a report to capture the details of incidents which are closed via multi edit. How to track this transaction? -
I want to create a filter that retrieves last month's incidentsSummary: Content (required): I want that for example when I am in the current month, it shows me the previous month, because I want to schedule the report and I want it …
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The filters in the RunAnalyticsReport are not functioning as expected when used with SOAP.Hello All, We're using multiple filters in the RunAnalyticsReport API, including Creation Date, Update Date (DateTime), Product, Category, and Status. While we're able t… -
How to stop report execution from a custom script?Hi Everyone, I have the requirement where the bulk update data is needed within the Agent Console. I have written created a Custom script. The script is funtioning corre…
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How to export a Multi Grid FRS report into an Excel where each of the grid is in different sheet?Summary: Had a requirement of having to export a multi grid FRS report into different sheets of the same excel workbook in the same order that the grids are placed in th…
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Is there any possible to write SQL queries in Reports of Oracle B2C Service CloudIs there any possible to write SQL queries in Reports of Oracle B2C Service Cloud? @Robert Surujbhan-Oracle
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Restrict Export Access for Certain ReportsSummary: How can we restrict Export Access only for Certain Reports? Content (required): We have a requirement where we need to restrict Export Access for certain report…B2C Service Support Customer Inquiry -Oracle 30 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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Identify the Data Table and Column for Rule: Case.Email HeaderSummary/Content I am trying to create a report for cases that are coming from a specific email. Beside using the Rule Name (rule_log.rule_name), is there another table c…
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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
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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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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… -
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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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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Report to show categories in the exact same order they are listed under Products/Categories/DispositContent Hi, As the title suggests - I need a report to show categories in the exact same order they are listed under Products/Categories/Dispositions I've tried ordering… -
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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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 41 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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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… -
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.…