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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Can't filter by text in disp_idSummary using instr on disp_id and can't filter on the resultContent I have a variable in a report which has the following code if(incidents.status_type=2, if(instr(inci… -
Adjusted chat_agent_performance_intervalsSummary Needing to cut off the times.Content I am having trouble cutting off interval times. I am trying to measure our agents using live chat. The functions work if bot… -
Adding new columns with Custom ScriptsSummary How can I dynamically add columns to a report using custom scripts?Content Hi folks, I'm wanting to create a report that utilises ROQL which i'm familiar enough …
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Include staff account date created field in reportSummary We need to identify when a staff account was created for maintenance purposesContent Hi all. We have a report identifying login data etc and need to add in the d…User_2025-02-01-08-17-38-818 57 views 6 comments 0 points Most recent by User_2025-02-01-08-17-38-818 -
report that shows the interaction with the client (conversation history)Summary report that shows the interaction with the client (conversation history)Content Good Morning, Is there a report that shows the history of an incident? Whether cr… -
Need to create a report filter that compares an integer field with the year of a date fieldSummary Need to create a report filter that compares an integer field with the year of a date fieldContent Hey Team, I need to create a report filter that compares an in…
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Utilization report - Logged in timesContent We are working on a custom report extended from the Agent Utilization report. We removed the session start/end time filter and added a filter from the agent perf… -
Rank Column VauesSummary Rank Column VauesContent How to rank column values? We have a report like below Customer Name Total Price Customer 1 3500 Customer 2 4355 Customer 3 2145 Expecta…
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Take only the Latest Record Date from Custom Date FieldSummary Take only the Latest Record Date from Custom Date FieldContent We have a custom object to store Transactional data where we have created a field called "travel S…
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Incidents without survey repsonsesContent I'm trying to create a report to show me which incidents within a certain time period did not have a survey submitted. I've tried using the transactions table an… -
Report showing Navigation setSummary Trying to create a report showing which Navigation Set is used on which profileContent I set out to create what I thought was a pretty simple report. I wanted a … -
Cannot find data in Category NameSummary Using Service for Our HR Help Desk and Cannot find Category NameContent Hey everyone, We recently installed HCM and we use the service model to act as our HR Hel…
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Documentation on Agent Overview & Service Overview DashboardsSummary Documentation on Agent Overview & Service Overview DashboardsContent We are searching for oracle documentation on "Agent Overview" and "Service Overview" dashboa…User_2025-01-28-07-06-00-829 42 views 2 comments 0 points Most recent by User_2025-02-01-08-46-19-550
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Fetch Report Results using Custom Script of ReportContent Hi, I want to fetch the records of another report using the custom script feature of the report. Have tried the below code: Code Snippet $holidays = array(); $ar… -
Get Total Waiting Time of a requestSummary Get Total Waiting Time of a request for SLA calculationContent Hi, Need help calculating the Total Waiting Time of a Request for SLA calculation. Total Waiting T… -
Get No. of Days Open for incident Excluding Holidays in a ReportSummary Get No. of Days Open for incident until closed Excluding Holidays in a ReportContent Hi all, I have a requirement of report having a column which displays no of … -
User Defined list and No ValuesSummary Report & filtering out using user defined listContent Hi There, I've created a report that has a user defined list ($Locations). This variable is used to filter …
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How to add filter to filter out column with values as "No Value"Summary How to add filter to filter out column with values as "No Value"Content I have a requirement, for a report, I want to filter out the records with value as "No Va…
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Table name to get instances linkSummary Table name to get instances linkContent Is there any table available to store the instance link In ebz icx_parameters stores URL of the instance Thanks in advanc… -
Number of public answers to a particular date in the pastSummary Number of public answers to a particular date in the pastContent Hi, is there a way to create a report for public answers to particular date in the past? For exa…
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Report on Incident Status historySummary Audit log of StatusContent Hi , I just want to create a report on the status audit log of particular incident. In its life cycle, if an incident has passed throu… -
Trying to check the usages of custom fieldsContent Trying to check the usages of custom fields, i have 100+ custom fields which i want to want to clean up unused custom fields. Do we have any way through which i … -
Zero months filterSummary Zero months filterContent Good day, We have a summary report that we are trying to decipher. It was created by someone who preceded me, so I am not sure. I'm jus… -
Create new report record from a web formSummary is it possible to create a web form from which a user/guest can create a new instance of an (custom) object?Content I have created a custom object with several f…
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Chat Supervisor Queue Snapshot reportSummary Chat Supervisor Queue Snapshot reportContent There is a standard report Chat Supervisor Queue Snapshot. Agent cannot view the records in that report. (i.e when t…User_2025-02-03-16-53-11-440 23 views 4 comments 0 points Most recent by User_2025-02-03-16-53-11-440
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Opportunity Performance ReportingContent I'm trying to understand Opportunity Performance reporting. I'm specifically looking for the ability to track how long an Opportunity was in a certain status for…User_2025-02-03-17-31-49-785 31 views 2 comments 0 points Most recent by User_2025-02-03-22-07-33-802
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getting repeated value in custom reportContent Hi All, i am trying to make a report where i want Chat ID, Ref number, Date of First Engagement, Page URL (we have implemented EE), and Chat Transcript. i trying…
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Staff Account Login Report - Monthly totalsContent Hello - I'm having a hard time finding/creating a report that shows every staff account that logged in by month. For example, I just want to be able to see all o…
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Report to only show first/last record of record groupSummary I wish to only show one record (the most recent one) of all records having same values for col1, col2Content EDIT: my example might have been confusing, so I'm a…User_2025-02-04-18-59-22-034 38 views 14 comments 0 points Most recent by User_2025-02-04-18-59-22-034
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Best Practice for Quick Search ReportsContent Hi Experts, I would just like to ask or maybe can you share with me what are your Best Practices for Quick Search Reports? I am currently having issue on how can…