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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Syndicated Chats vs CP ChatsContent First I do not have engagement engine, but we are testing a Syndicated Chat Link on an external page. How do I report on the number of chats that come in via the… -
Calculate AHT per queueContent Hi Any advice on calculating AHT per queue for completed incidents please? I cant work out how to do it. Thanks Tim Version service cloudUser_2025-02-01-07-02-22-710 24 views 3 comments 1 point Most recent by User_2025-02-03-16-51-39-328 -
Rollup Totals on Rollup HeaderContent Hi folks, I have a report with a number of columns being totaled/avg'd via rollup. The Totals show at the bottom of each rollup when it is expanded. However, I a…
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Dashboard Style Suggestions RequiredContent Hello Experts, I need suggestions for styling dashboard for better view. I have attached my (current dashboard.jpg) screenshot, that is more detailed but I want …
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$date_group giving different results when changed from in search boxContent I have a report to count incidents by a custom field and I have set up a $date_group variable to group my data by month. I have a column called "Month" with this…User_2025-01-31-02-50-15-254 14 views 2 comments 0 points Most recent by User_2025-01-31-02-50-15-254
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How can i report on a specific day of the week?Content How can i report on a specific day of the week? e.g Just Saturdays? What filters do i need? Thanks Tim Version service cloudUser_2025-02-01-07-02-22-710 18 views 1 comment 0 points Most recent by User_2025-09-05-00-11-37-622
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Incident Performance Type - Explanation what each one doesContent Hi, The type of incident intervals are below: 1 - Create to Initial Response 2 - Status Change to Response 3 - Assign to Response 4 - Create to Final Resolved 5 …
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At least one mandatory Report FilterContent I am creating a Report on Incidents and in that Report, I have multiple filters like Incident Ref#, Organization Name, Asset Name, etc. But I do not want any Use…User_2025-02-01-01-43-00-577 16 views 1 comment 0 points Most recent by User_2025-02-01-08-17-55-035
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How many incidents an agent assigned to someone else?Content Hi, Is there an easy way we can see how many incidents an agent assigned to someone else (whether it be an individual or a group, as long as they assigned it to …User_2025-02-03-19-49-57-702 34 views 6 comments 0 points Most recent by User_2025-02-03-19-49-57-702
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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… -
Report SchedulingContent I want schedule a report on 1st working day of every month. Is this Possible?User_2025-02-03-16-53-11-440 36 views 4 comments 0 points Most recent by User_2025-02-03-22-07-33-802
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Can I customize a dashboard like thatContent I want to customize this dashboard, but which can't be edited/copied. I tried to create a new one, however I can't find a way to built the same layout. Do you ha…
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Grouping the menu options in report filterContent I have contact type with following menu items (contacts.ctype_id) 1. PRS 2. Calling for Self 3. Calling fo Family 4. Professional I want to group item 2,3 & 4 as…User_2025-02-03-16-53-11-440 33 views 0 comments 0 points Most recent by User_2025-02-03-16-53-11-440
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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…
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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 44 views 5 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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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…
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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 43 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 26 views 1 comment 0 points Most recent by User_2025-01-31-02-50-15-254