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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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Time in Status - Building on the one in the analytics cookbookContent First of all - http://communities.rightnow.com/posts/9fa6c50a66?commentId=82598#82598 is a great report - however for me at least, for obvious reasons, it shows … -
Objects in Excel Report, need to convert to dataContent We have a multi-select question in a customer satisfaction survey, which allows the customer to slect multiple products that the customer has installed at their … -
Measuring chat deflection?Summary I'm looking to measure chat deflection via comparing KB hits vs. notContent Hi everyone, I'm trying to figure out a way to examine chat deflection when comparing… -
Output all columnsSummary Looking for guidance on adjusting our SQL statementContent Good afternoon, We're trying to output a specific report column, even if there is no user data input. … -
How to view how many agents are logged into chat?Content Hi, Is there a report to show us how many agents are logged into chat? Otherwise is there a way to do it programmatically? I can see how many agents are logged i…
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is there any way to find duration of Conditional chat link visibilitySummary is there any way to find duration of Conditional chat link visibilityContent Hi All, in widget_stats table we have a field which tells how many times conditional… -
How to associate a report to report control?Summary How to associate a report to report control?Content The Open Incidents Summary report we couldnt find in the Reports Explorer with the exact name. (Refer below i… -
Answer Effectiveness DefinitionsSummary Internal Knowledge RatingContent I remember a OOO reporting called Answer Effectiveness being available in Rightnow, however, I can't seem to find it in OKA. I'm…
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Calculate Business Days in Oracle Service CloudSummary Please show the best way to calculate business days in OSCContent Does anyone have a formula to calculate business days in OSC reports? I want to calculate the d…
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Answers Hit Count is not consistentSummary Answers Hit Count is not consistentContent There is complaining from customer stating that answers hit count is not consistent. We have 2 interfaces (Interface1 …
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Transaction table edit timesContent Hi, We are using the transaction table to check the time spent by an agent in editing incidents. For that we are calculating the time difference between start da…
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Reports with linksSummary Reports with linksContent Hello, We're scheduling the Keyword Search report but noticed that the email attachments don't have clickable links (which show a speci…
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Report filtering by creating a drop down menu options based on predetermined filter of reportContent Hello Service Cloud Community, We are trying to make our reports a lot more user-friendly since most of the custom objects contain text fields which are hard to …
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Schedule on Report GoneSummary Schedule on Report GoneContent Hi Experts, I have configured a report that will automatically send the result every month but when I checked it again, it's gone.…
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Get URL variable in a custom script reportingSummary Modify URL in the report data cellContent Hi, I've been reading about custom script in the report. I followed through online documentation, a few of posts from t…
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Report Date Range FilterContent Hi, When I apply Date filter to show data of previous week only, the calculations automatically gets multiply by 5 (See screenshot). Without filter it shows corr… -
Dashboard Report showing no dataContent Hello, When there is no incident on specific dates, nothing is shown on report. It should at least show report with empty data. My other reports at least show em…
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Task report - who last updated?Summary Identify agent that last updated a taskContent Hi all. Is it possible to identify in a TASK report who last updated? Scenario - The task is assigned to an Agent,… -
Average calculation using date_diff at summary level vs. report calculationsSummary The average date_diff calculation, used at the summary level, includes cases with a null date value, distorting the totalsContent I've built two reports (definit…
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What Is Attribute 4 (id4)?Summary What value is contained in the transactions.id4 column?Content We have created an analytics report for the transactions table that outputs the transactions.id4 c…
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Report with Column Description and Data TypeSummary Looking for a way to create / download a report that lists Table Elements with Column Descriptions and Data TypesContent Is there a way i can create a report and…
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Creating relationships with OFS dataSummary we want to create relationships with integrated data from OFS which all comes in via text fieldsContent Hi all, First forum post so please be kind if this is an … -
Filters in Custom ReportSummary Assigning Filter values dynamicallyContent Hi, We have a requirement where we need to pre assign the values in the docked filters of a report based on few condit…Padma Prabha Varadarajan-135182 55 views 5 comments 0 points Most recent by Padma Prabha Varadarajan-135182
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Value of field substr of text in thread - if, then, else statementSummary Issues with definition of a column of data with some conditions in it.Content I have a report that was pulling data out of the thread to define a column. That in… -
Automatically Open a Report on WorkspaceContent Hi Experts, I have an inquiry if it is possible to open a report on a workspace with the same Reference Number with the service request opened. For example, I ha…
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Show list of custom fields created by a certain account?Content If I want to know what custom fields have been created by a particular account (this value can either be hardcoded or supplied as filter), what tables will I hav… -
Incident Summary SearchSummary How to exclude Auto Responses and SmartAssistant in search resultsContent We have created reports to search by incidents.search_thread , however this seems to se…
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Report styling tip for row numberSummary A styling tip to get your row number match other stylesContent This is just a styling tip that I would like to share on how to get a row number to match your rep…
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Users that have not logged inSummary Tracking users that have not logged into the OSvC ClientContent Hello, I'm trying to create a simple report that will show a user's name and whether or not they'…