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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How Will Access to Out of Office Functionality enabled in browser same as DesktopI have enabled Out Of Office Functionality on the Desktop, but not reflected in the Web browser UI. What are the steps needed to do to get that functionality? Thank you … -
how to create multi edit reportSummary: I need to create report for editing a contact of a incident. For that I need to enable that report with multi edit. How to do that? Regards, Meera
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I want to display data on the report even when the disposition value is NULL.Summary: I want to display an incident in the report with a null disposition. Content (required): [What I want to achieve] I would like to create a report that displays …B2C Service Support Customer Inquiry -Oracle 1 view 1 comment 0 points Most recent by Will Paddock -Support-Oracle
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how can i report on all the web pages including answershow can i report on all the web pages including answers possible on a site, along with the URL to reach it?
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Report Showing Number of RepliesSummary: I need to report on the number of responses an agent sent in a given time period. Rather than the number of incidents I am interested in the number of replies p… -
How-to create a list of accounts using the REST API.We would like to know all the accounts that made API calls to REST API in the past month.Luis Lopez Garcia-Support-Oracle 42 views 1 comment 0 points Most recent by Steve Garvert-Support-Oracle
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How to get a count of the knowledge articles currently available in Knowledge AdvancedSummary: I need to get a count of the knowledge articles currently available in Knowledge Advanced Content (please ensure you mask any confidential information): Version…
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Exported incident subject limited to 60 charactersSummary: Exports truncate the subject field to 60 characters, but the data dictionary and incident workspaces allow more. Content (please ensure you mask any confidentia… -
I need to track email sent activitySummary: I have couple of invalid email adresses. I need to create a report which shows incident list which sent emails to these invalid emails. Content (please ensure y…
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The timezone (UTC +2) appears in the date filters of my reportsSummary: How can I hide the time-zones on the date filters in my reports. Content (required): In the new version change; timezone information appears in the filters conc…B2C Service Support Customer Inquiry -Oracle 11 views 1 comment 0 points Most recent by michael garverick
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Filter report to include "No Values" or "NULL"Content I wish to filter my report to include all contacts who have provided either their first name, last name or neither. That is how can I filter my report to include… -
Contact Login ActivitySummary I am looking for a report that would detail the login activity for contacts that would be used in a number of different ways.Content For example: * A version of … -
A report which shows incidents with latest updatedSummary: I need to create a report with incident details. The user needs to see the latest queue change happened. I can see multiple records with one incident as queue i…
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How to pull report entries when one column is blank for certain rows?Summary: I'm building a report showing certain incidents, and I'd like to include the most recent thread entry in the report. The challenge is, I have many incidents wit…
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I need to extract profiles using a particular addin using reportSummary: I need to create a report for extract profiles which are using a particular addin Content (please ensure you mask any confidential information): Version (includ…
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Report for Profiles with Single Sign-OnContent Is there a report or is there a way to report on what profiles have Single Sign-On?
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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…
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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…
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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…
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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 … -
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) …