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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Report filter - Case sensitivity for Contacts.loginContent I have a report with a column/filter for contacts.login. Our users would like to search via the filter for the login name with lowercase values but the filter fo… -
How to include a count of 0 value in my report.Content I am trying to build a very basic report to set up alerts off of, but struggling with getting values of 0 to show in the report to trigger my alert. The two colu…User_2025-02-03-17-17-13-640 27 views 8 comments 1 point Most recent by User_2025-02-03-17-17-13-640 -
Assign to Initial Response IntervalContent Hello everyone, I am trying to reproduce Average time for "Assign to Initial Response" Interval in the attached report. However it is the only column that return…User_2025-02-03-19-48-43-179 39 views 5 comments 0 points Most recent by User_2025-02-03-19-48-43-179
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Combo Graphs with different scale in Secondary AxisContent Hello everyone, You may have come accross it before, but i have not found anything yet. Is there a way to have a combo bar+line chart BUT having different scale …
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Update Chat records in a report using custom scriptContent Hi All, I am trying to update a chat record using custom script (i am using custom script for the first time) in a report. I am not sure whether there is an Righ…
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Report " Keyword Search "，the meaning of the filter sourceContent Hi, Everyone When I was using the keyword search report,I found a filter called source that contains options. I don't understand what they mean,Can you tell me? …
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"Date Incident was Escalated" to a queueContent HI All, i am new to OSC so need help. i need to create a report for all the incidents that were escalated and sent to escalation queue. so here are the steps 1Ag…User_2025-02-03-19-31-37-724 20 views 6 comments 0 points Most recent by User_2025-09-05-00-11-37-622
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Filter by yearContent Hello, I'd like to offer my users the ability to filter incidents by the year the incident was created. I've figured out how to create a calculated field that sh…User_2025-10-31-01-08-51-703 45 views 2 comments 0 points Most recent by User_2025-10-31-01-08-51-703
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Issue in Date FilterContent Hi I need to create a report to fetch contact lapsed date is lesser than contact updated date. Lapsed date is custom field of date datatype and contact updated i…
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Parent Incident status with Parent-Child relationContent I have linked incident with parent incident using system attribute called parentincident and give association relation. Report should display the following field…
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Ability to track customer email notification via reportsContent Hi All, I have a requirement like to track the customer incident email notifications via reports Is there any way to track the customer email notification? Any h… -
Report for workspaces assigned to which profilesContent Is there a report that will provide me with a list of profiles with the workspaces assigned? Thanks!
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SmartSense ReportingContent Hello everyone, We have enabled SmartSense scanning (both Contact and Staff) in our incidents. Have you ever come accross or custom made any reports summing sent…User_2025-02-03-19-48-43-179 39 views 3 comments 0 points Most recent by User_2025-02-03-19-48-43-179
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Accessing Filters in a Column DefinitionContent Hi, Please see attached image. We have a report showing a count of incidents in various statuses for an agent. However, what we want to be able to do is for the …User_2025-02-03-19-49-57-702 31 views 2 comments 0 points Most recent by User_2025-02-03-19-31-14-086
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Table join on non-primary keyContent Hello, I'm faced with a situation where I need my a report to map a custom field (string) in the incident table to one of 4 categories. There are ~1000 possible …
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union, join, or transposing field values into a calculated fieldContent Hello, We have the ability to assign several counties to a single incident, as some incidents are about things that affect several counties, for example, a spill…
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Tickets by transactionContent I need to account for the incidents that have passed in a certain queue, I am using the transactions table and the action "queue" and filtering by queue.id But w…
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How do I order By a particular column in a Report?Content How do I order By a particular column in a Report?User_2025-02-03-19-04-27-500 22 views 2 comments 0 points Most recent by User_2025-02-03-19-04-27-500
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How do I delete all data from an object/table?Content How do I clear a custom table?User_2025-02-03-19-04-27-500 37 views 4 comments 0 points Most recent by User_2025-02-03-19-04-27-500
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Adding BCC email address to Email response reportContent I'm looking for help to narrow down the Data Dictionary term to add/capture CC and BCC email addresses added to incidents. The normal email term only appears to …User_2025-02-01-08-53-19-096 21 views 2 comments 0 points Most recent by User_2025-02-01-08-53-19-096
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How to display a report with data filtered by a custom field?Content I have the contact workspace and added a new field 'Account Number' in the table contact. I have a tab in the workspace where I want to display the data from a c…User_2025-02-03-19-04-27-500 27 views 10 comments 0 points Most recent by User_2025-02-03-19-04-27-500
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Where Clause in Desktop .NET appContent I have to create a report that will need to only list if a contact in a case does not match a contact in an incident. Normally a WHERE clause would look like thi…User_2025-02-03-18-21-36-274 17 views 0 comments 0 points Most recent by User_2025-02-03-18-21-36-274
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Answer effectiveness - incidents generatedContent Is there any way to see what incidents are generated after viewing a specific answer? Version 17D (almost 18A)User_2025-02-01-07-03-13-295 12 views 4 comments 0 points Most recent by User_2025-09-05-00-11-37-622
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Display/Hide a column based on a conditionContent Hi, Can I display/hide a column based on a condition or conditions? Please note that I am referring to an entire column here and not rows. Thanks
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Report Page Design Issue - Rightnow Agent BrowserContent When we popup report page for object it will popup report page without filters and table. Sometimes it will popup report page with filters and table. Issue in De…
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Values change when grouping date changesContent We have developed a report that show how many tickets a particular Group has performed. For this we are using the Transactions table, and filtering by "assigned"…User_2025-02-03-17-19-40-969 27 views 2 comments 0 points Most recent by User_2025-02-03-17-19-40-969
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Produce CertificatesContent Hi Can certificates be produced (e.g. degree certificates, training attendance certificates) using the reporting functionality available in Oracle Service Cloud?…User_2025-02-03-22-05-57-154 47 views 2 comments 0 points Most recent by User_2025-02-03-22-05-57-154
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Scheduled report is limiting at 10,000 rowsContent I have a monthly scheduled report that is limiting at 10,000 rows. It is a comma delimited and when I run it manually there are any where between 40,000 to 50,00…
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Sub Total in reportContent I have created report grouping based on particular column. I want to display total values at the bottom of the each group.(sub total). How to do this?
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For the abandoned chat , how can ı get contact id with a custom script?Content Hi, We are required to show contact id's instead of email addresses in our chat report. I created an outer join between chats and contact tables and added contac…