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.
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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… -
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… -
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 … -
$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 15 views 2 comments 0 points Most recent by User_2025-01-31-02-50-15-254
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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 17 views 1 comment 0 points Most recent by User_2025-02-01-08-17-55-035
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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 cloud
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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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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 25 views 6 comments 0 points Most recent by User_2025-02-03-19-49-57-702
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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 37 views 4 comments 0 points Most recent by User_2025-02-03-22-07-33-802
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What is the question_sessions.type?Content The title is pretty much self-explanatory. I'm new to Oracle Service Cloud, going through the reports and I would just like some elaboration on what this column …
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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… -
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 34 views 0 comments 0 points Most recent by User_2025-02-03-16-53-11-440
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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… -
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 15 views 5 comments 0 points Most recent by User_2025-02-01-08-17-55-035
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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 33 views 3 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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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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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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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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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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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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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 18 views 1 comment 0 points Most recent by User_2025-01-31-02-50-15-254
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Incident Closures by Group - Analytics Cookbook RecipeContent Incident Closures by Group Total Closures versus Distinct Incident IDs Author: Colby Ross Difficulty rating: (Beginner) Target persona: Department Managers, Staf… -
Incidents assigned to different users.Content I am trying to create a report that would show all Incidents from a specific Q (they don't need to stay in the same Q) that were assigned by specific people to o…User_2025-02-03-16-51-39-328 29 views 2 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Cross Tab is not summing properlyContent Hello, I have a list of records that total $47,181,853. When I export the list and do a pivot table in MS Excel I get the expected results. However, when I do th… -
Time incident handledContent Hi guys, I need to create a report that shows 1. contact email 2. incident ref 3. count of threads 4. total time incident for contact handled (from new incident-…