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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Calculation of TATContent Hi, I need to create a TAT report considering the below 2 points. - Timer to start calculate when the status is tagged as "In Progress"- Timer to stop when the s… -
how to extract a report for sso and non sso profilesSummary: I need a report for finding sso profiles and non sso profiles. How to create that? Also which is the field for finding last login date for a staff account? Cont… -
AnalyticsReportResults REST API 10,000 Row LimitSummary: Hi all, Not entirely sure if this is General Technical due to APIs or Reporting & Analysis since its report based but, anyways.. We are looking to generate some… -
Can you add smartsense to an incident report?Summary: We'd like to add smartsense to our queues report so we can see the customer sentiment before we open an incident and then be able to address the angry customers… -
I am getting an error on creating child case like "Unable to load search results"Summary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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Knowledge Advanced - articles access level multi-edit possible?Summary: In Knowledge Foundation (KF) we were able to multi-edit articles, for example the access level. In Knowledge Advanced (KA) this seems not possible. There is a r… -
Hidden reports and how to run themSummary A small how-to on how to run hidden reportsContent Your OSVC instance has (depending on the version) 240+ hidden reports. If you are like me and always wondered … -
loggeD in contacts incidents queryySummary: Content (please ensure you mask any confidential information): Version (include the version you are using, if applicable): Code Snippet (add any code snippets t…
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Optimizing view failed - Error running report - answers.map_prod_lvl1_id breaks itSummary: Hello, We are experiencing issues with all report using answers.map_prod_lvl1_id. Our goal is to simply display the answers created in a specific period of time… -
"Processing view failed" error on reportContent I have a report where I have a column which is a concatenation of text and fields and one if statement, so essentially running a bit like a merge. It was all run… -
How to Change Cell (ExtensionReportCell) after get Cells using rows[0].getCells()Please Help-me 😥 After getting rows in "addExecutorCallback" how do I change the value of a cell that is in the "ExtensionReportRow" object? I need change value in cell …
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What is a good deflection rate?Summary: I'm trying to get an idea of good deflection rates for SmartAssistant, Answer Effectiveness, and Self-Service rate. Content: Our Answer Effectiveness seems to h…
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Is it possible to print one record per page in BUI?Summary: I have a report with a number of columns that we display in "record" format rather than "tabular" format as the required layout for the end users. In Agent Desk…
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Can you view Answer Usage by SLA?We're looking for a way to review answer usage by users based on the various SLAs in place in our customer portal. An SLA is given to a customer based on the product(s) … -
Tasks by Creator/AssignerWe have a requirement to show all of the open tasks created by a particular user. In this case, the managers must be able to see which of the tasks they created/or assig…
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Edit incoming email filter - Add Rule NameSummary: Id like to see the name of the Workflow Rule that rejected the email. Content (please ensure you mask any confidential information): I currently use the incomin… -
Is there any way that i can copy a asset within Incident workflow?Summary: Hey Guys, Currently, I am developing a workflow process to copy and assign an incident to a contact that I select. What I found is that if there is an asset whi… -
Incident Attachment Audit Log?Summary: Is it possible to tell if/when an incident attachment was downloaded/accessed? Content (please ensure you mask any confidential information): We have a situatio… -
I have requirement to have a pop up box/window should come after a button click.Summary: In a workspace, there is button to send reply to user(using integration). So when button clicks, pop up a dialogue box/window. In that we need to show a standar…
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How to use ojDialog to display a message through a report analytics extension?Hello Community, I need to display an alert or messageBox to inform the attendant if the items they selected in the report are not valid to be processed by the add-in. H…
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I need to stop sending scheduled report if the report is emptyI have scheduled a report which is a error log. So that some days there might be empty report as there is no error. So that we need to stop sending scheduled report if t…
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how to track private note send or not in a reportSummary: I need to create a report for tracking the private note. There is an issue of private note is not sending. So I need to create a report for tracking private is …
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How to pull the report of the most searched phrases in chatbotHi Team, Can I get a chatbot report on the most searched phrases?& Have we made any changes to the chatbot since go-live? Thanks, Aparna
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Disabled users and reportsSummary: We have a user that is no longer with the company but we want to see her assigned incidents on reports. Content (required): Version (include the version you are…B2C Service Support Customer Inquiry -Oracle 21 views 2 comments 0 points Most recent by Marissa Gonzales
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Custom report for agent productivity using Agent Transactions and Incident SourceSummary: Hi, I have been tasked with creating the below report. The theory behind it is as follows: Scope: CS teams Productivity per person is shown based on actual cont…
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Can agent reply to specific message like facebook message in Oracle b2c live chat?Summary: Hi Guys, Do you think Oracle b2c agent live chat has a feature that supports agents to reply to a specific message? Like Facebook messager, when there are multi…
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Export Standard Text to ExcelSummary: How do we export all the standard text data. Content (required): There is a requirement to export all "Standard Text" to excel for audit. Please guide us on how…B2C Service Support Customer Inquiry -Oracle 77 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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Display Attachments in ReportSummary How to display Incident Attachments in a ReportContent We have this requirement for creating a debrief Report following a scheduled work order (OFSC) which also …
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Searching Thread for KeywordsSummary: Hello, I have a report that searches the thread of each incident (using incidents.search_thread with the "LIKE" operator) to search for specific keywords. This …
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Chat wait time message changeSummary: Hi Guy, Does anyone know where I can go and change those Labels? I tried to find it in the widget, but I don't seems to find it. Thank you so much and have a gr…