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.
Learn about the new Oracle AI Agent Studio for Fusion Applications: Watch Now
Reporting & Analytics for B2C Service
Discussion List
-
Incident Alert Report - Comparing Today vs. Past Submit Rates - Analytics Cookbook RecipeContent Incident Alert Report Compare Today's Incidents Author: Bastiaan van der Kooij Independent Oracle Service Cloud Consultant Difficulty rating: (Advanced) Target p…User_2025-02-03-19-30-01-975 108 views 4 comments 5 points Most recent by User_2025-02-03-19-30-01-975 -
Answers Not Used - Analytics Cookbook RecipeContent Answers Not Used With Starters and desert Author: Dietrik KPN Consulting Difficulty rating: (Intermediate) Target persona: Content Manager Ingredients: 4 Total R…
-
Workspace/Workflow Usage by Profile - Analytics Cookbook RecipeContent Workspace/Workflow Usage by Profile Find Out Who is Using What Author: Levi D Oracle Service Cloud Support Difficulty rating: (Intermediate) Target persona: Site… -
Tip: Report commands/actions don't work in design/preview modeContent Hi there, I was working on a report and for some reason, my report commands/actions (e.g. Open, Delete) weren't working. Reporting guru anash informed me that re… -
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… -
Oldie Moldy - Analytics Cookbook RecipeContent Oldie Moldy Identifying Holes in Your Process and/or Overloaded Teams Author: Luuk Schalk Difficulty rating: (Intermediate) Target persona: Managers / Team Leade… -
Advanced Analytics w/ BI/Data Visualization for OSvC - Analytics Cookbook RecipeContent Advanced Analytics for Oracle Service Cloud via BI/DV Accelerators The adoption of business analytics across enterprises has seen a paradigm change over the past… -
KB/CP/Guide Usage Summary - Analytics Cookbook RecipeContent Usage Summary Summary of CP, Knowledge, and Desktop Usage Author: Joe Landers Difficulty rating: (Basic) Target persona: Chief Customer Officer, VP Operations, B… -
Answer Effectiveness Micro View - Analytics Cookbook RecipeContent Answer Effectiveness Actionable Knowledge Foundation Author: Joe Landers Difficulty rating: (Basic) Target persona: Business Analyst, Training Manager, Knowledge…
-
Knowledgebase Consumption By Interface - Analytics Cookbook RecipeContent Knowledgebase Consumption By Interface Author: Joe Landers Difficulty rating: (Basic) Target persona: VP Operations, Business Analyst, Call Center Director, Know…
-
Answer Feedback Details (By Answer) - Analytics Cookbook RecipeContent Feedback Details By Answer Author: Joe Landers Difficulty rating: (Basic) Target persona: Business Analyst, Knowledge Administrator, Training Manager Customer fe…
-
KCS Answer Citations By Author - Analytics Cookbook RecipeContent CITATIONS BY AUTHOR Knowledge-Centered Service (KCS) Author: Jeff Elser Difficulty rating: (Basic) Target persona: Authors, Managers Ingredients: 3 Tables (answe… -
KCS Answer Citations By Group - Analytics Cookbook RecipeContent CITATIONS BY GROUP Knowledge-Centered Service (KCS) Author: Jeff Elser Difficulty rating: (Basic) Target persona: Authors, Managers Ingredients: 4 Tables (answer…
-
Time left in the SLA - a solution (excluding the waiting time)Content Hi Everyone, something that might be of interest: a solution to calculate how much time is left to solve a ticket within the SLA, taking into account the out of … -
Pay attention to table joins!Content Be sure to check how your tables are set up and that you are using the right kind of join when creating your report. (Edit report > Home Tab > Tables) By default… -
Can I show the report description in a list of reports?Summary How to show the description of a report in a report that lists other reportsContent We are trying to generate lists of reports for a few different purposes, but … -
Steps to do RFM Analysis for Transactions data in CO within Oracle Service CloudSummary RFM Analysis for Transactions in Oracle Service Cloud [RightNow]Content RFM Analysis RFM [Recency, Frequency, and Monetary] analysis is an effective measurement …User_2025-01-28-07-06-00-829 16 views 2 comments 3 points Most recent by User_2025-01-28-07-06-00-829
-
Cross instance reportingSummary Report on data from other instanceContent Hi there. Does anyone have a sample script/report/instructions for me to report on an interface residing in another ins…
-
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 … -
3 responses from staff account in a rowContent Hi, I am trying to count the number of threads from Staff Account (from Threads table) when there was no threads from other users in between (e.g. trying to iden…
-
How to get the "Add New" button to appear in report resultsContent I have two contact search reports that when added to the same contact workspace, in a tab, one report shows a "Add New" button above the report data that allows …
-
File Attachments Download Activity?Content I have a file that was uploaded via the File Attachments Explorer that we have posted on our Customer Portal for download. Is it possible to track how many peopl… -
Create custom report with Audit log of Account managementContent Hi all, I looking for generate a report where are centralice all staff account changes (Create, Update, Delete) with information field time created, user name, a…User_2025-02-03-17-57-33-602 60 views 4 comments 3 points Most recent by User_2025-02-03-17-57-33-602
-
Guided Assistance Effectiveness (By Guide) - Analytics Cookbook RecipeContent Guided Assistance Effectiveness By Guide Author: Joe Landers Difficulty rating: (Basic) Target persona: Call Center Director, Business Analyst, Knowledge Adminis…
-
Knowledgebase Performance - Analytics Cookbook RecipeContent Knowledgebase Performance Actionable Knowledge Foundation Author: Joe Landers Difficulty rating: (Basic) Target persona: Chief Customer Officer, VP Operations, B…
-
Channel Distribution (Incidents Created by Source) - Analytics Cookbook RecipeContent Channel Distribution Incidents Created By Source Author: Joe Landers Difficulty rating: (Basic) Target persona: Chief Customer Officer, VP Operations, Business A…
-
Contact Reasons - Analytics Cookbook RecipeContent Contact Reasons Incidents Created By Source, Interface, Queue, Disposition, Product, and Category Author: Joe Landers Difficulty rating: (Intermediate) Target pe…
-
Channel Distribution by Interface - Analytics Cookbook RecipeContent Channel Distribution By Interface Author: Joe Landers Difficulty rating: (Basic) Target persona: VP Operations, Business Analyst, Call Center Director For compan…
-
Guided Assistance Performance Summary - Analytics Cookbook RecipeContent Guided Assistance Performance Summary Author: Joe Landers Difficulty rating: (Basic) Target persona: VP Operations, Business Analyst, Call Center Director, Knowl…
-
All threads for an incident in a single line - with a twist!Content Background: Someone deleted a contact which in turn deleted the incidents and threads associated with it. You've got a choice of paying OCS to restore the data o…