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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creating historical reports independent of individual column dataContent While creating a report that relies on more than one date column (incidents.created and incidents.closed) to calculate backlog, it didn't appear possible to perf… -
contracts approval flow tabelSummary tabel behind the contracts approval history flowContent Hello all, I have to build a report that contains the contracts approval flow information, like in the im…User_2025-02-04-08-34-10-102 40 views 5 comments 0 points Most recent by User_2025-02-04-08-34-10-102 -
How to check syndicate chat performanceContent Hi, i am working to get all the pages from where Chat Initiated, we are using Conditional Chat and Proactive Chat both. Columns are required : URL from where cha… -
one report as input for another (similar to SQL View)Content Hi all, I have the following challenge: I want to use one report with a group count (e.g. first name, last name, email) to put a count behind, then do a group fi…
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Expired Incident reference #Content For incidents that are created due to a reply to an old incident that has been closed past it's threshold- Can I create a report that shows the new incident refe… -
Using data_group function to show two separate date formats?Content Hello - I am trying to utilize the data_group function to show two separate date formats within one column, if possible. For example, data would show as Year/Qua…User_2025-02-03-16-45-30-713 52 views 3 comments 0 points Most recent by User_2025-02-04-09-25-45-142
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How to get the COUNT totalSummary I need information on how to use the COUNT function in an IF conditionContent Hello, I tell you that I have a column called "Interactions Arrived" that displays …
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How to Mask Year in Date of BirthSummary Attempting to mask or completely remove year in date of birthContent Hello, I am attempting to produce a report that will give birthdays without year. We have ma…User_2025-02-04-13-00-33-588 88 views 5 comments 1 point Most recent by User_2025-02-03-22-07-33-802
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Display Product ID on ReportSummary Display Product ID on ReportContent It is possible to display the product id, not the name, on a report?
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Chat session and skillsSummary Showing chat skills with status detailsContent Hi, Our chat team want a report to see details of agent statuses/availability together with skills. They want to s…
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Email Notification Rule: Chain - Action IssueSummary Created an email chain rule that should escalate to an action rule. Rule is not escalating properly.Content Hello, I am working on creating a new email rule with…
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Variable as filterSummary How do I make a variable a filter option?Content Hi, We have a lot of languages supported (20+). I have team managers who want to look at a report for say wester…
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Linked Reports in GraphsSummary How do I edit linked reports in graphsContent Hi, There's a report in our solution which appears to have been copied with slight changes from another report offe…
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Show the number of logins and the number of incidents at the same reportSummary number of logins and incidents at the same reportContent Hi all, I am trying to display below information in the same page: Account name, number of logins, numbe…
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Custom report extract from Oracle Service CloudSummary Custom report extract from Oracle Service CloudContent Hi There, We have a custom report created in Oracle Right Now which is reading the data from multiple tabl… -
Search stats and clickstream actionsSummary Joining the search stats/keyword searches to clickstream action idsContent We have a requirement to breakdown the searches summary (id 208) and keyword searches … -
Is it possible to search for reports by alerts?Summary Is it possible to search for reports by alert title, subject, or recipient using the Report Management tool or something similar?Content Hello, I am currently tr…User_2025-02-03-17-53-10-691 47 views 2 comments 0 points Most recent by User_2025-02-03-17-53-10-691
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Time is calculating even after logging outSummary Time is calculating even after logging outContent Hi I copied the standard report "Incident web visit" and changed the filter to contact.ID and placed in contact…User_2025-02-04-18-40-04-172 26 views 0 comments 0 points Most recent by User_2025-02-04-18-40-04-172
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Report to get the informationSummary Report DataContent Hello Team , Is it possible to create a report to get the below mentioned points 1.Tables utilized 2.Whether the report is linked to any analy…
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Channel Options in Reporting filterSummary Channel OptionsContent In reporting Incidents.chan_id gives me many options. What is the difference between CSS E-mail & E-mail & MA E-mail?User_2025-02-03-16-53-11-440 46 views 4 comments 0 points Most recent by User_2025-02-03-22-07-33-802
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Maxed out chatsSummary Report creation for resource allocationContent We are working on resource allocation KPIs and attempting to build a maxed out chats report. To the business, "max…
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How to know the Source URL of the ChatSummary i want to check what was the URL of the page from where chat was initiatedContent I have multiple instances of syndicated proactive chat and syndicated condition…
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R13.19A OTBI Direct Database Query Privilege ChangeSummary In R13.19A OTBI direct database query has been disabled by default. To prevent reports generating system errors, BI Administrator can modify BI privileges to rev… -
How to export archived incidents programmatically?Content Hi, there are 3 million archived incidents in the site and we need only some of them. Some could be purged, some not. But the purge setting will delete all of th…
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Report suppliersContent Can someone help me ? All our suppliers are in oracle service cloud, but now i have to make a report with all our supplier and the money that we spend on custome…
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REPORT_ERROR_EXCEEDS_MAX_JOIN_SIZE despite report running quicklyContent Hi, Definition as per the attached. When I run the report in the console, it runs quickly and brings back about 300 rows. Prior to the recent 18D upgrade, callin… -
Formula to pull previous day solved when date filter is broader rangeSummary Pulling all open statuses while only pulling solved for the previous day or week, month, etc.Content I am pulling all open status incidents based on date filter …User_2025-02-01-08-49-49-892 39 views 7 comments 0 points Most recent by User_2025-02-01-08-49-49-892
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Report Not Displaying all Community Questions or CommentsSummary Report Not Displaying all Community Questions or CommentsContent We have a report that displayed the basic Community information (see attached) that had been wor…
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How can I get the report id of a reportSummary Can I use the custom scripts to get the report_id?Content I created an AddIn and would like to get the report ID to use it to refresh the report after running a …User_2025-07-18-03-19-20-600 61 views 6 comments 3 points Most recent by User_2025-07-18-03-19-20-600
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How to Display the Min Login for the Max DaySummary I am trying to create a report column that displays the Min Time for the Max Date?Content I am trying to create a Staff Account Login report that will show the A…