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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Using Score as a variableSummary Using Score as a variableContent Good day, and Happy New Year! We’ve recently run into an issue with a survey report we’ve had running for a few years. Its set u… -
Show Warning Message in ReportSummary Show Warning Message in ReportContent I want show following warning message in my report. I don't want to add any fields into the report. "WARNING! You have logg…User_2025-02-03-16-53-11-440 49 views 18 comments 0 points Most recent by Sebastiaan Draaisma-122509 -
Excel template date format issueSummary No date format is recognized by Excel templateContent Hi Team, It seems Excel templates in BI Publisher do not recognize any date format when receiving data from… -
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Custom report data display is wrongContent Dear all When using the RN system, we need to record the status of the agent login every day, such as the number of logins, the number of logouts, the login dura… -
Report information about custom objectsSummary How do I report a list of all my custom objects and the descriptionsContent Hello, I'm trying to get a list of all the custom objects I've created, along with th…User_2025-10-31-01-08-51-703 53 views 11 comments 0 points Most recent by Sebastiaan Draaisma-122509
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Report Export to Excel formatting issue.Summary Preset Report formatting is not working when reports export to Excel, but only for certain users.Content I am having an issue with getting Reports to keep the pr…
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Tier1 Univ Sessions == session_summary.tot_sessions ?Content Hi all. Are the Tier1 Univ Sessions presented in the License Compliance Dashboard the same as those counted in session_summary.tot_sessions? I see a lot more ses… -
Limit number of records to 1Summary Limit number of records to 1Content I have 3 columns Date,Calls Presented,Calls Answered. I want to display busiest day in a year. 1. I have sorted the call pres…
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Exclude weekends from the create date and closed dateSummary Need to exclude the weekends while calculating he date differenceContent Hi Team, I am struggling to calculate the time difference between incident creation and …
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Report to Display the Distribution List for a RuleSummary Report to Display the Distribution List for a RuleContent Is there a report or has anyone created a report to show the Rule Name and a list of who the rule alert…
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Chat Offer Statistics & ROI ReportSummary Understanding the Acceptance & ConversionsContent Could someone provide me a detailed overview for this report? Here are some of the questions I have: 1) Is it c…User_2025-02-01-08-41-04-877 21 views 0 comments 0 points Most recent by User_2025-02-01-08-41-04-877
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Disabled Accounts & Report Schedules?Content When an account is disabled, will this also disable that contact from receiving scheduled reports they are associated with? Thanks! Version 17D SP5 -
Filter a report in lower tab based on the value of a field in WSContent Hi, Following is a scenario of requirement we are trying to achieve. We have an object as Project with a self join. User will ensure that he adds one specific pr…Padma Prabha Varadarajan-135182 33 views 0 comments 0 points Most recent by Padma Prabha Varadarajan-135182
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Audit Log Report - Who & Description ColumnSummary Audit Log Report - Who & Description ColumnContent Normally contact registered through online, audit log who field shows member. if contact is created in the con…
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We Need a Way to Report on the Maximum Chat Sessions Setting By AgentSummary We allow our chat agents the ability to set their own max chat sessions. I need a way to report on that setting for each chat agent.Content I've tried searching …User_2025-02-03-22-16-06-242 52 views 2 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Report on incidents solved by the original assigned agentSummary We require a report that provides a count of incidents solved by an agent that were not reassigned before being marked as solvedContent We are able to report on … -
Measuring chat deflection?Summary I'm looking to measure chat deflection via comparing KB hits vs. notContent Hi everyone, I'm trying to figure out a way to examine chat deflection when comparing… -
is there any way to find duration of Conditional chat link visibilitySummary is there any way to find duration of Conditional chat link visibilityContent Hi All, in widget_stats table we have a field which tells how many times conditional…User_2025-02-03-16-12-51-072 32 views 1 comment 0 points Most recent by User_2025-02-01-08-17-55-035
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How to associate a report to report control?Summary How to associate a report to report control?Content The Open Incidents Summary report we couldnt find in the Reports Explorer with the exact name. (Refer below i…
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Calculate Business Days in Oracle Service CloudSummary Please show the best way to calculate business days in OSCContent Does anyone have a formula to calculate business days in OSC reports? I want to calculate the d…
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Answer Effectiveness DefinitionsSummary Internal Knowledge RatingContent I remember a OOO reporting called Answer Effectiveness being available in Rightnow, however, I can't seem to find it in OKA. I'm…
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Answers Hit Count is not consistentSummary Answers Hit Count is not consistentContent There is complaining from customer stating that answers hit count is not consistent. We have 2 interfaces (Interface1 …User_2025-02-03-16-53-11-440 46 views 1 comment 0 points Most recent by User_2025-02-01-08-17-55-035
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Report filtering by creating a drop down menu options based on predetermined filter of reportContent Hello Service Cloud Community, We are trying to make our reports a lot more user-friendly since most of the custom objects contain text fields which are hard to …
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Schedule on Report GoneSummary Schedule on Report GoneContent Hi Experts, I have configured a report that will automatically send the result every month but when I checked it again, it's gone.…
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Average calculation using date_diff at summary level vs. report calculationsSummary The average date_diff calculation, used at the summary level, includes cases with a null date value, distorting the totalsContent I've built two reports (definit…
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Task report - who last updated?Summary Identify agent that last updated a taskContent Hi all. Is it possible to identify in a TASK report who last updated? Scenario - The task is assigned to an Agent,…
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Report Date Range FilterContent Hi, When I apply Date filter to show data of previous week only, the calculations automatically gets multiply by 5 (See screenshot). Without filter it shows corr…User_2025-02-03-20-08-55-527 94 views 17 comments 0 points Most recent by Sebastiaan Draaisma-122509
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Dashboard Report showing no dataContent Hello, When there is no incident on specific dates, nothing is shown on report. It should at least show report with empty data. My other reports at least show em…User_2025-02-03-20-08-55-527 50 views 14 comments 0 points Most recent by User_2025-02-03-20-08-55-527
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Reports with linksSummary Reports with linksContent Hello, We're scheduling the Keyword Search report but noticed that the email attachments don't have clickable links (which show a speci…
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What Is Attribute 4 (id4)?Summary What value is contained in the transactions.id4 column?Content We have created an analytics report for the transactions table that outputs the transactions.id4 c…