Reporting & Analytics for B2C Service
Discussion List
-
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 22 views 2 comments 0 points Most recent by Marissa Gonzales -
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…
-
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… -
Identify the Data Table and Column for Rule: Case.Email HeaderSummary/Content I am trying to create a report for cases that are coming from a specific email. Beside using the Rule Name (rule_log.rule_name), is there another table c…
-
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 61 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
-
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 …
-
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 …
-
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…
-
Unable to fetch data from CMP_ADDRESS_ZONES table.Summary: Hi All, we are unable to get any data from the 'CMP_ADDRESS_ZONES' table, however we are able to see the data from the UI. If anyone has used it please let us k…
-
count multiple customer replies in a rowSummary: I am trying to make a report column that displays the LATEST count of customer replies. Content (required): The aim of the report column is to see if incidents …
-
Removing a scheduled report or removing someone from a scheduled report or alertSummary: Removing special report or someone from a schedule report Content (required): How to remove a scheduled report or someone specific to a scheduled report or aler…B2C Service Support Customer Inquiry -Oracle 13 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
-
Can we use the KF (Knowledge Foundation) Detail stats tables even if we have KA (Knowledge Advanced)Summary: Creating Search reports for KA Content (required): the following tables are Knowledge Foundation tables and as we have KA enabled we are not sure whether we can…B2C Service Support Customer Inquiry -Oracle 11 views 2 comments 0 points Most recent by Irena Novosadova-Oracle
-
How to export report result in one extractSummary: Content (required): Exporting report result is allowing us to export one page at a time. We wanted to export the result in one extract. Version (include the ver…B2C Service Support Customer Inquiry -Oracle 21 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
-
Display top 5 threads associated with each Incident in a custom reportSummary: We have created a custom report to display the Incidents and their threads in a custom report. Each incident can be associated with multiple threads. Hence, we …
-
Report failed account login attemptsSummary: I want to see a report of failed account logins. Content (required): To view failed account logins Version (include the version you are using, if applicable): C…B2C Service Support Customer Inquiry -Oracle 12 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
-
report on BUI vs .Net loginsSummary: Is it possible to display whether a user login came from BUI vs. the .Net console? Content (please ensure you mask any confidential information): I've searched …
-
Is it possible to add the Agent Browser User Interface Account Authentication field to a report?Summary: Is it possible to add the Agent Browser User Interface Account Authentication field to a report? Content (please ensure you mask any confidential information): … -
Combining Conditions for column definition expression in Analytics ReportI'm facing a challenge in Analytics reports while trying to create a column definition expression that combines multiple conditions. I have two distinct expressions for …
-
Is there a way to undo changes within reports?Summary: Is there a way to undo changes within reports? Content (please ensure you mask any confidential information): I'm wondering if there is a way to undo the most r… -
Data Model stuck and need to rerunSummary: We have a report that generated only the deleted record but for the new and changed record it was not included in the file. However when I rerun the data model …
-
Analytics Custom Filter Value DisappearingI have a report built. And it is scheduled to run once a week to deliver each agent a list of their outstanding incidents. I'm using a filter to pull just for each speci… -
Report Incident Grouping by Servicing TimeHi all. I have a report that groups incident by servicing time (using the inc_performance table and appropriate interval type filter). Using the formula if(inc_performan…
-
Help with report chartsSummary: Looking for help utilizing charts in a report Content (please ensure you mask any confidential information): I'm wondering if anyone can point me to a video tut…
-
Finding Contacts, not attached to any incidentsContent Over the time we have collected thousands of contacts through them contacting us and thus creating incidents. As part of the data protection we have been seperat…
-
how to calculate business days in the incident levelSummary Based on the business days, in My Inbox report level, the record colour needs to be changed. For example, once the incident is created for the **** category. For…
-
Deleted AccountSummary: Hello. We had an agent's account suddenly 'disappear' and have lost their history from reporting. My first reaction is that someone did this by accident, but ev…
-
ORACLE_SERVICE_CLOUD_Extensibility - How to execute a funcion after report load in BUI?Hi Oracle Community, How to execute a funcion after report load data in BUI ? I need to change value after report data load in analitic extension Thanks -
Are there any report to extract knowledge advance article ?Hi There, I am wondering if there are any reports that I can use to extract knowledge advanced articles created by all authors. I try to look through all the tables in t…
-
Report to show queues with no agents assigned?Summary: We have a BOATLOAD of queues to manage. Looking for a report to flag any queues that have no agents assigned to them. This would exclude agents disabled in the … -
Profile/Fill Inbox Report?Content Is it possible to generate a report listing all profiles and their assigned Fill Inbox queues? What table contain these queues? Thanks, Version OSC Feb 2015