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Reporting & Analytics for B2C Service
Discussion List
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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… -
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 … -
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… -
Cross Tab is not summing properlyContent Hello, I have a list of records that total $47,181,853. When I export the list and do a pivot table in MS Excel I get the expected results. However, when I do th… -
Time incident handledContent Hi guys, I need to create a report that shows 1. contact email 2. incident ref 3. count of threads 4. total time incident for contact handled (from new incident-…
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What does this mean?Content When exporting a report to a PDF I get an error message: Oracle Service Cloud Error An error has occurred. Object reference not set to an instance of an object. …
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Simple questions of IF/ELSE statementsContent I have a variable as follows in a report: date_diff(incidents.closed,incidents.created)/1 I have a column defined as the following: if($t -
Calculating time of incident resolution after escalation?Content Hello, I want to add column in report to calculate time taken to resolve incident after that incident is escalated. It should display time in hours and minutes f… -
Daily Responses Sent - only display totalsContent Hi, I have a report showing number of emails answered from each Q yesterday and how many of them were answered within 24 hrs. As you can see in the attached, the…
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Reporting various Incident Thread Types in one cellContent Hi, Can anyone help with the expression for the column that would output multiple thread entry types in one cell? I. e. I need to have a cell that contains all t…
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Workspace RulesContent Hi, Is there anyway to obtain a report where are all the rules defined in the incident workspace? Regards
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Filter to Concat numbersContent I have a report that Ipm trying to using a filter thats concat numbers. I know the function concat is only for string. How can I convert integer to string? Thank…
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Question about chat_agent_sessions.engaged_secsContent The data dictionary describes this column as "The total time (in seconds) the agent spent chatting during the session." But what does that mean? Is that the seco… -
Can you track when a user clicks on the Fill Inbox button?Content I would like to create a report referencing the timestamp when a user clicks fill inbox. Version Service Cloud
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Dashboard LayoutContent Hello folks, I have current dashboard with 3 reports in it (see attachment "dashboard 1") and I want to change it's layout to 4 and add new report but unfortunat…
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Reports for KPI CalculationContent Hi All, We have a requirement of generating a report for KPI calculation for the following parameters. a)Open time(creation time of the incident) b)Pending-Inpro…
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Time Difference Between Dates of Completed TasksContent Hi all, I am trying to build a report that calculates the time that each incident was in certain stages based on the dates the tasks were completed on. We can th… -
Tracking Accounts that never Log InContent Hi All, In trying to manage our staff account licenses, we are trying to develop a report that will tell us if a user account was created, but never logged in. W… -
Running Time Using If StatementContent Hi All, Can someone help he how can I get the Running Total of Days Open and Turn Around Time for my report. This two should be in one column and i think i need …
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Custom Report Display Error "A generic error occur in GDI+"Content Hi, I created one custom report which display data from incident table and made join with Thread table. I also set some filters to optimize the search result. Wh… -
Track Fill Inbox ButtonContent Does Oracle track every time a user clicks the fill inbox button and can I create a report showing those results? Version Service Cloud
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OSC Tect AnalyticsContent Hi All, Currently, we are using OSC as our main tool for our Chat Support. I was assigned to create FAQs for Chat or common questions that are being raised in ev…
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All Survey Responses in One Row, Without CrosstabContent We are trying to export our (transactional) survey results as a CSV file, and then have the results loaded into a different system for further analysis. The othe… -
Remove report schedule from user private folderContent I have a few report schedules I would like to delete but the reports are in report private folders that belonged to users who are no longer with us and who's use…
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Find All Invalid Email AddressesContent Hi, I'm looking to build a report so that I can find all invalid email addresses on our contact records. What object will I find this field in? When I'm looking …
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Calculating Number of Days Between sysdate and Update DateContent Hi all, I have a column in my report to display the number of days between the current date and the date the record was last updated using some report functions.… -
Report on concurrent sessionsContent I would like to know the maximum number of concurrent sessions for any given time period. For example, at what time today were the most number of sessions being …
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Cannot get the custom script to work.Content I've the below custom script, which for some reason is returning the value 0 in the first column of the report. The similar code is in the other report , which w…
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Search Knowledgebase UsageContent Is there any way to report the number of times a user uses the Search Knowledgebase tool in the Incident Thread Control? I notice the base report 125 stats do no…