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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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Report Formatting QuestionContent Hi there, I have come across a weird situation with two reports I have set up in Service Cloud. I've gone in and set up manual formatting for when the reports ar… -
Custom Report - Random sampling of 5% Incidents created in a specified time period.Content We have four customer quality assurance analysts that evaluate 5% of incidents created for a period of one month. So far, I have a report that displays the numbe… -
Private Notes in Incidents ReportingContent Hello, I've searched the entire forum something regarding my issue, but I didn't find any actual response. So I am asking: is there a way to add the related priv…User_2025-02-03-17-38-42-482 47 views 5 comments 0 points Most recent by User_2025-02-03-16-51-39-328 -
Copy a folder of reports?Content Is there any way to copy an entire folder of reports? I see you can delete an entire folder (which is dangerous), but I can not find a way to copy an entire fold… -
Customer satisfaction evaluationContent Dear All Now, I want to calculate satisfaction based on the evaluation of the terminal customer's agent service. But I didn't find a good way. Please refer to th…
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String Message template filter to check multiple stringContent Hi All, I have a requirement to check multiple string for a text filed in message template conditional section. For example fields name is Test and the filter va… -
Reporting on incoming incidentsContent I am trying to see if my approach is correct. I want to see all incidents that are coming to a specific Q. Am I right in writing a simple report with the only fi…User_2025-02-03-16-51-39-328 33 views 3 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Exact expression search for incident threadsContent Hey everyone, I am trying to implement a requirement to search incident thread entries for exact expressions. For example, search for particular strings like "th…
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Debugging a PHP Initialization ScriptContent I upgraded from May 2016 to V 18B, and I've encountered an error. The initialization script for report A internally executes reports B and C and fetches data fro…
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Report is opening a different workspace - not intendedContent Hi, I have created a grid report having joins of custom objects. I have added this report in a tab using a report control. When I click on Add new in this report…
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Is there a way to Set Text Search Filter give dynamic results?Content Hi Experts, I have created a report that contains my newly made custom text field called "Company Name" I made it as a filter for searching, My problem is that i…
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Adding time (business hours) to a dateContent Hi All, Is it possible to add some time to a date so the resulting date takes care of weekends and working hours based on some SLA? For example, if I add 16 hour…
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Report using ascii text insteadContent I have a report that where I display the threads of the case and some threads display ascii text. I am unable to see how I can have it display the "real" text, l…
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Statistics user access to website dataContent Dear All Now, I want to count the detailed data of the user's visit to the website, such as clicking on the number of answers and clicking on the number of searc…User_2025-02-03-18-44-16-463 14 views 5 comments 0 points Most recent by User_2025-02-01-08-17-55-035
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Historical reporting on average Age of Incidents in QContent Hi, I have a requirement to report on historical values for Average Age of Incidents in a Q and cannot wrap my mind around it. Has anyone done anything similar? …
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Team wise Report FiltersContent Hello, I want to make fixed filters on report so that manager can see only his/her relevant team's reports on dashboard. For doing that, I have to create differe…
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BUI extra spaces in fields when report gets exported to ExcelContent I have a report and when I export it to Excel from the admin tool, it looks fine. But when a user exports the same report to Excel using the BUI, it adds spaces …User_2025-01-31-02-50-15-254 18 views 1 comment 0 points Most recent by User_2025-01-31-02-50-15-254
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Incidents assigned to different users.Content I am trying to create a report that would show all Incidents from a specific Q (they don't need to stay in the same Q) that were assigned by specific people to o…User_2025-02-03-16-51-39-328 32 views 2 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Cross Tab is not summing properlyContent Hello, I have a list of records that total $47,181,853. When I export the list and do a pivot table in MS Excel I get the expected results. However, when I do th…User_2025-10-31-01-08-51-703 29 views 1 comment 0 points Most recent by User_2025-02-03-16-51-39-328
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Time incident handledContent Hi guys, I need to create a report that shows 1. contact email 2. incident ref 3. count of threads 4. total time incident for contact handled (from new incident-…
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Simple questions of IF/ELSE statementsContent I have a variable as follows in a report: date_diff(incidents.closed,incidents.created)/1 I have a column defined as the following: if($tUser_2025-02-03-19-49-57-702 31 views 2 comments 1 point Most recent by User_2025-02-03-19-49-57-702
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Calculating time of incident resolution after escalation?Content Hello, I want to add column in report to calculate time taken to resolve incident after that incident is escalated. It should display time in hours and minutes f…
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What does this mean?Content When exporting a report to a PDF I get an error message: Oracle Service Cloud Error An error has occurred. Object reference not set to an instance of an object. …User_2025-10-31-01-08-51-703 16 views 2 comments 0 points Most recent by User_2025-10-31-01-08-51-703
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Daily Responses Sent - only display totalsContent Hi, I have a report showing number of emails answered from each Q yesterday and how many of them were answered within 24 hrs. As you can see in the attached, the…
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Workspace RulesContent Hi, Is there anyway to obtain a report where are all the rules defined in the incident workspace? RegardsUser_2025-02-03-18-08-05-360 30 views 4 comments 0 points Most recent by User_2025-02-03-18-08-05-360
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Filter to Concat numbersContent I have a report that Ipm trying to using a filter thats concat numbers. I know the function concat is only for string. How can I convert integer to string? Thank…
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Question about chat_agent_sessions.engaged_secsContent The data dictionary describes this column as "The total time (in seconds) the agent spent chatting during the session." But what does that mean? Is that the seco…User_2025-02-03-18-52-20-540 16 views 1 comment 0 points Most recent by User_2025-02-03-16-51-39-328
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Dashboard LayoutContent Hello folks, I have current dashboard with 3 reports in it (see attachment "dashboard 1") and I want to change it's layout to 4 and add new report but unfortunat…User_2025-02-03-20-08-55-527 46 views 0 comments 0 points Most recent by User_2025-02-03-20-08-55-527
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Time Difference Between Dates of Completed TasksContent Hi all, I am trying to build a report that calculates the time that each incident was in certain stages based on the dates the tasks were completed on. We can th… -
Reporting various Incident Thread Types in one cellContent Hi, Can anyone help with the expression for the column that would output multiple thread entry types in one cell? I. e. I need to have a cell that contains all t…