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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Using Engagement Engine Logging to log in-page dataContent Based upon the description of logging and reporting in the manual, it would seem that we should be able to log page level data to an EE Event in the events table… -
Report showing Navigation setSummary Trying to create a report showing which Navigation Set is used on which profileContent I set out to create what I thought was a pretty simple report. I wanted a … -
Get Total Waiting Time of a requestSummary Get Total Waiting Time of a request for SLA calculationContent Hi, Need help calculating the Total Waiting Time of a Request for SLA calculation. Total Waiting T… -
Report on Incident Status historySummary Audit log of StatusContent Hi , I just want to create a report on the status audit log of particular incident. In its life cycle, if an incident has passed throu… -
Documentation on Agent Overview & Service Overview DashboardsSummary Documentation on Agent Overview & Service Overview DashboardsContent We are searching for oracle documentation on "Agent Overview" and "Service Overview" dashboa…User_2025-01-28-07-06-00-829 42 views 2 comments 0 points Most recent by User_2025-02-01-08-46-19-550 -
Fetch Report Results using Custom Script of ReportContent Hi, I want to fetch the records of another report using the custom script feature of the report. Have tried the below code: Code Snippet $holidays = array(); $ar… -
Get relative incident information by statusSummary Get relative incident information by status at previous/present instance of timeContent Hi, I am trying to build a report that shows incidents by status at a par…
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How to add filter to filter out column with values as "No Value"Summary How to add filter to filter out column with values as "No Value"Content I have a requirement, for a report, I want to filter out the records with value as "No Va…
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Report automation to the users available in the reportSummary Report AutomationContent Hi All, I have created a report that contains users and the count of incidents they are assigned to. Now the requirement is that the cli…
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Report to only show first/last record of record groupSummary I wish to only show one record (the most recent one) of all records having same values for col1, col2Content EDIT: my example might have been confusing, so I'm a…User_2025-02-04-18-59-22-034 38 views 14 comments 0 points Most recent by User_2025-02-04-18-59-22-034
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Zero months filterSummary Zero months filterContent Good day, We have a summary report that we are trying to decipher. It was created by someone who preceded me, so I am not sure. I'm jus… -
Number of public answers to a particular date in the pastSummary Number of public answers to a particular date in the pastContent Hi, is there a way to create a report for public answers to particular date in the past? For exa…
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Trying to check the usages of custom fieldsContent Trying to check the usages of custom fields, i have 100+ custom fields which i want to want to clean up unused custom fields. Do we have any way through which i … -
Keyword Search for Customer Entry FieldsSummary I'm trying to create a report where I can search only the customer entry for certain keywordsContent I'm trying to create a report where I can search a keyword f…User_2025-02-01-07-43-22-355 34 views 9 comments 1 point Most recent by User_2025-02-03-22-07-33-802
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Create new report record from a web formSummary is it possible to create a web form from which a user/guest can create a new instance of an (custom) object?Content I have created a custom object with several f…
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Chat Supervisor Queue Snapshot reportSummary Chat Supervisor Queue Snapshot reportContent There is a standard report Chat Supervisor Queue Snapshot. Agent cannot view the records in that report. (i.e when t…User_2025-02-03-16-53-11-440 22 views 4 comments 0 points Most recent by User_2025-02-03-16-53-11-440
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Best Practice for Quick Search ReportsContent Hi Experts, I would just like to ask or maybe can you share with me what are your Best Practices for Quick Search Reports? I am currently having issue on how can…
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Staff Account Login Report - Monthly totalsContent Hello - I'm having a hard time finding/creating a report that shows every staff account that logged in by month. For example, I just want to be able to see all o… -
Tableau reporting softwareSummary Tableau reporting softwareContent Good afternoon, Our customers have begun using Tableau reporting software and they are inquiring about how to connect to OSvC's…
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Reports on engagement engineContent i recently started working with a new site, they are using EE to display chat icon on 3rd party website, do we have any Rule which indicate which EE rule redirec…
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Exclude an hour from date filterContent Hi everyone, I'm fairly new to logical expressions which is probably why I'm struggling, but any help would be much appreciated! We have dashboard reports that s…User_2025-02-01-08-19-35-727 40 views 7 comments 0 points Most recent by User_2025-02-01-08-19-35-727
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Reporting on what email address an incoming query was sent toContent Hello all, I have a report to show me what email address and incoming query was sent to. I am using the following: substr(to_char(threads.mail_hdr),0+ instr(to_c…
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Pull Another Contact ID Based on Unique Custom FieldSummary VLookup within the same tableContent Hi all, I am looking to automate a regular upload that we do which grants a contact additional access to the customer portal… -
record deletion auditSummary how to find out if incident's any attachment file is deletedContent Hi there, I need to build a RightNow report to show if any file attachment in an incident is …User_2025-02-03-18-22-27-874 46 views 4 comments 1 point Most recent by User_2025-02-03-18-22-27-874
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Applying input mask to report filterSummary Is there a way to apply an input mask to a report filter?Content We have set up our Contact Quick Search report Phone # filter to look at contacts.ph_office_raw.…
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Major meaning in OTBISummary Only code is avaible in Person ProfileContent Hi Team, I need your help again. We are building and Educational report and the Major information a code ("- All Pr… -
ScriptingSummary Calling Scripting through ReportContent I am new to rightnow. Is it possible to call Scripting defined in Scripts through reports? Any help is greatly appreciate…
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Need Reporting for Daily Incident Stats by RepContent I am looking for a report (or reports) to provide the following information. I have spent a great deal of time researching this (both on the forums and KB), and …User_2025-02-04-23-35-56-105 35 views 2 comments 0 points Most recent by User_2025-02-04-23-35-56-105
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Root Element Is MissingSummary Custom report showing error while using REST API in Custom ScriptsContent Hi, As per business requirement, run cron job after specific interval of time. I am usi…User_2025-02-04-06-31-46-728 60 views 0 comments 0 points Most recent by User_2025-02-04-06-31-46-728
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Article viewed by category report throws Query Size limitation errorSummary Article viewed by category report throws Query Size limitation errorContent We have a report to show Articles viewed by category, this report shows sum of Number…