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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Searching Thread for KeywordsSummary: Hello, I have a report that searches the thread of each incident (using incidents.search_thread with the "LIKE" operator) to search for specific keywords. This … -
how to track private note send or not in a reportSummary: I need to create a report for tracking the private note. There is an issue of private note is not sending. So I need to create a report for tracking private is …
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Chat wait time message changeSummary: Hi Guy, Does anyone know where I can go and change those Labels? I tried to find it in the widget, but I don't seems to find it. Thank you so much and have a gr… -
How to pull the report of the most searched phrases in chatbotHi Team, Can I get a chatbot report on the most searched phrases?& Have we made any changes to the chatbot since go-live? Thanks, Aparna
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Removing a scheduled report or removing someone from a scheduled report or alertSummary: Removing special report or someone from a schedule report Content (required): How to remove a scheduled report or someone specific to a scheduled report or aler…B2C Service Support Customer Inquiry -Oracle 21 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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Unable to fetch data from CMP_ADDRESS_ZONES table.Summary: Hi All, we are unable to get any data from the 'CMP_ADDRESS_ZONES' table, however we are able to see the data from the UI. If anyone has used it please let us k…
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How to export report result in one extractSummary: Content (required): Exporting report result is allowing us to export one page at a time. We wanted to export the result in one extract. Version (include the ver…B2C Service Support Customer Inquiry -Oracle 21 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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Can we use the KF (Knowledge Foundation) Detail stats tables even if we have KA (Knowledge Advanced)Summary: Creating Search reports for KA Content (required): the following tables are Knowledge Foundation tables and as we have KA enabled we are not sure whether we can…B2C Service Support Customer Inquiry -Oracle 11 views 2 comments 0 points Most recent by Irena Novosadova-Oracle
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Display top 5 threads associated with each Incident in a custom reportSummary: We have created a custom report to display the Incidents and their threads in a custom report. Each incident can be associated with multiple threads. Hence, we …
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Report failed account login attemptsSummary: I want to see a report of failed account logins. Content (required): To view failed account logins Version (include the version you are using, if applicable): C…B2C Service Support Customer Inquiry -Oracle 11 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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Incident Attachment Audit Log?Summary: Is it possible to tell if/when an incident attachment was downloaded/accessed? Content (please ensure you mask any confidential information): We have a situatio… -
report on BUI vs .Net loginsSummary: Is it possible to display whether a user login came from BUI vs. the .Net console? Content (please ensure you mask any confidential information): I've searched …
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Combining Conditions for column definition expression in Analytics ReportI'm facing a challenge in Analytics reports while trying to create a column definition expression that combines multiple conditions. I have two distinct expressions for …
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Analytics Custom Filter Value DisappearingI have a report built. And it is scheduled to run once a week to deliver each agent a list of their outstanding incidents. I'm using a filter to pull just for each speci… -
What is a good deflection rate?Summary: I'm trying to get an idea of good deflection rates for SmartAssistant, Answer Effectiveness, and Self-Service rate. Content: Our Answer Effectiveness seems to h…
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Is there a way to undo changes within reports?Summary: Is there a way to undo changes within reports? Content (please ensure you mask any confidential information): I'm wondering if there is a way to undo the most r… -
Edit incoming email filter - Add Rule NameSummary: Id like to see the name of the Workflow Rule that rejected the email. Content (please ensure you mask any confidential information): I currently use the incomin… -
Report Incident Grouping by Servicing TimeHi all. I have a report that groups incident by servicing time (using the inc_performance table and appropriate interval type filter). Using the formula if(inc_performan…
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Help with report chartsSummary: Looking for help utilizing charts in a report Content (please ensure you mask any confidential information): I'm wondering if anyone can point me to a video tut…
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how to calculate business days in the incident levelSummary Based on the business days, in My Inbox report level, the record colour needs to be changed. For example, once the incident is created for the **** category. For…
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Deleted AccountSummary: Hello. We had an agent's account suddenly 'disappear' and have lost their history from reporting. My first reaction is that someone did this by accident, but ev…
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ORACLE_SERVICE_CLOUD_Extensibility - How to execute a funcion after report load in BUI?Hi Oracle Community, How to execute a funcion after report load data in BUI ? I need to change value after report data load in analitic extension Thanks -
How to Change Cell (ExtensionReportCell) after get Cells using rows[0].getCells()Please Help-me 😥 After getting rows in "addExecutorCallback" how do I change the value of a cell that is in the "ExtensionReportRow" object? I need change value in cell…
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Is it possible to print one record per page in BUI?Summary: I have a report with a number of columns that we display in "record" format rather than "tabular" format as the required layout for the end users. In Agent Desk…
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Report to show queues with no agents assigned?Summary: We have a BOATLOAD of queues to manage. Looking for a report to flag any queues that have no agents assigned to them. This would exclude agents disabled in the … -
Data Model stuck and need to rerunSummary: We have a report that generated only the deleted record but for the new and changed record it was not included in the file. However when I rerun the data model …
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Add values from two aggregate columsSummary: In a report where two columns are [Total B] = sum_distinct(B.score, by A.ID) and [Total C] = sum_distinct(C.score, A.ID), how do I create a third column that ho…User_2025-10-31-01-08-51-703 31 views 2 comments 0 points Most recent by User_2025-10-31-01-08-51-703
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Custom Object Incident ID displaying as Ref #Summary: Custom Object Displays Incident ID instead of REF# Content (please ensure you mask any confidential information): We have created a report that uses a Custom Ob…
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CSAT score report - giving score, comments and agentSummary:I need very quickly to provide a CSAT survey report that can show the surveys answered within a certain timeframe Content (please ensure you mask any confidentia…
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Moving ReportsSummary: Are there any negative affects to reorganizing the folders in reports explorer? Content (required): Are there any negative affects to reorganizing the folders i…