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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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… -
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… -
Toast Notification via ReportContent Hi All, I have a requirement to send toast notification for the Agent while the incident count equals to 1000 via Report for example: I have 3 groups called A, B…
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How to use nested logical If() function to show a relevant category value in a column ?Content I have a scenario where I have 3 categories. (Basic, Economy,Luxury) If the value of a column is less than 25 its basic. If value is less than 60, its economy an… -
Initilisation script not runningContent Hi, Using the code snippet below in the custom script editor of a report, under the initilisation tab, the code doesn't seem to run. Any ideas why? We have sever… -
Dashboard Report Calculation IssueContent Hello, I have multiple reports on my dashboard but having issue with "Incident summary" report. It calculates all statuses of incidents except "Opened" only. I h… -
Answer export with list of associated productsContent Hi all, I'm currently having a problem creating a report that shows me ALL of the products associated to a particular knowledge article. When I do an export and …
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Regarding Action column in ReportContent Hi All, I am totally new to RN Analytics and have a small question regarding the Action column in Report. Actually, I am still on the way of learning Report and …
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Create to Final Resolved not working as expectedContent Have this column defined as below: sum( if( inc_performance.intv_type = 4, inc_performance.rel_time ) ) I'm hoping it'll show me the time in seconds associated w…
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Runtime Filter using LogicalContent Hello, This is something so easy in standard SQL but I'm struggling with in OSvC, how do you do multiple logicals for example ((a & b) or (c & d) or (e and f)) ?…
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GDPR v Archived IncidentsContent Hi, I am wondering whether anyone is battling the same issues we are. I had a similar topic posted before, was given tips that still require further development,… -
Time in Waiting StatusContent I have been trying to tweak the report 'Time in Status' shared in the Analytics Cookbook: https://cloudcustomerconnect.oracle.com/posts/217d3f8d00. What I am aft…
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Time to Resolve, excluding WaitingContent Hopefully I'm just overlooking something simple, but how can I find the total time to resolve a ticket excluding time a ticket was in a status type of waiting? I… -
Survey Choice Response Rate Exceeds Query SizeContent Hi, I'm using the Report 7032 - Survey Choice Response Rate, and on our Customer Satisfaction survey, which has over 400k responses, I can't pull any information…
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Concurrency at Interval LevelContent Hi there, I'm having some trouble getting concurrency to calculate correctly at an interval level. If I use the out of the box Chat Concurrency Factor calculatio…
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5+ chats abandoned within 30 minsContent Hi, Hoping somebody uses something similar or will know how to proceed. I made a report to show abandoned chats (customer left before agent got engaged) and want…
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Audit TablesContent Hello, Hoping someone can add to my list of fields that they use to audit what users in the agent console have done and changed? These are the ones I've used, do…
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Report to show incidents that have attachments?Content Hi all, Is there a report available that will show me all incidents that have attachments on them? Or can I do this from a custom report? I've not yet been able …
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Can RightNow Track All Agents that Responded to a Case?Content For example: Lets say a case comes in by email. Agent A opens the case and send a response. The case is not solved by Agent A and the customer sends another repl…
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Dashboard Styling - Gauge ReportContent Hi all, I was wondering if anyone has any styling tips that they find useful when trying to add a multi-gauge report to a dashboard or in general. I want to give… -
Move row data into columnsContent Hi, I am trying to use the Incident Audit Log as the basis for an incident status progress report and would like to only have one row in the report per incident …
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3 responses from staff account in a rowContent Hi, I am trying to count the number of threads from Staff Account (from Threads table) when there was no threads from other users in between (e.g. trying to iden…
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Showing Unique records count at footer levelContent Hi, I have a requirement to show unique records count at report footer level. i.e Record Count: {NumberOfRecords} The report which customers are using is having …
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Aged Incident after ReassignContent Hello-- I'm looking for a way to have a report where I can have two columns; one showing the age of the incident which I currently have no problem doing, and ano…
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Incidents with more than one task?Content I'm trying to create a report which counts the number of incidents which have more than one task, grouped by product ID. Outside Service Cloud I'd try to use som…
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Editing report descriptionContent Hi, I have been trying to find a way to edit a description for out-of-the-box reports to reflect any changes that have been made to the functionality. Ideally, I…
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Export to Excel - only want date, not date/time to appear in date fieldContent I have tried about 5 different ways to format the dates in a report I have created and then export that date to be the date only with no timestamp in Excel. No m… -
Reporting on deliverability service e-mail for compliancyContent Hi there, Do you know whether I would be able to report on whether a service e-mail has been delivered to the customer via the TLS 1.2 protocol or not? This is f… -
By using Report API need to insert custom object recordContent Hi All, I have one requirement like below, I want to insert new record in Custom object when the schedule report gets executed ( for example : If the report get …