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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Chat Occupancy By HourContent I'm able to create an occupancy report by date and by agent. Before I get too involved creating a formula, does anyone have a template that can report on occupan… -
Chat session and skillsSummary Showing chat skills with status detailsContent Hi, Our chat team want a report to see details of agent statuses/availability together with skills. They want to s… -
Variable as filterSummary How do I make a variable a filter option?Content Hi, We have a lot of languages supported (20+). I have team managers who want to look at a report for say wester…
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Display Product ID on ReportSummary Display Product ID on ReportContent It is possible to display the product id, not the name, on a report? -
Linked Reports in GraphsSummary How do I edit linked reports in graphsContent Hi, There's a report in our solution which appears to have been copied with slight changes from another report offe…
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Email Notification Rule: Chain - Action IssueSummary Created an email chain rule that should escalate to an action rule. Rule is not escalating properly.Content Hello, I am working on creating a new email rule with…
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Search stats and clickstream actionsSummary Joining the search stats/keyword searches to clickstream action idsContent We have a requirement to breakdown the searches summary (id 208) and keyword searches … -
Getting Standard Deviation of task completionSummary Getting Standard Deviation of task completionContent Hi all, I am getting Standard Deviation of task completion in TASKS table. I was intending to use STDDEV fun…
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Time is calculating even after logging outSummary Time is calculating even after logging outContent Hi I copied the standard report "Incident web visit" and changed the filter to contact.ID and placed in contact…User_2025-02-04-18-40-04-172 31 views 0 comments 0 points Most recent by User_2025-02-04-18-40-04-172
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Is it possible to search for reports by alerts?Summary Is it possible to search for reports by alert title, subject, or recipient using the Report Management tool or something similar?Content Hello, I am currently tr…User_2025-02-03-17-53-10-691 48 views 2 comments 0 points Most recent by User_2025-02-03-17-53-10-691
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Pull Another Contact ID Based on Unique Custom FieldSummary VLookup within the same tableContent Hi all, I am looking to automate a regular upload that we do which grants a contact additional access to the customer portal… -
Report to get the informationSummary Report DataContent Hello Team , Is it possible to create a report to get the below mentioned points 1.Tables utilized 2.Whether the report is linked to any analy…
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Channel Options in Reporting filterSummary Channel OptionsContent In reporting Incidents.chan_id gives me many options. What is the difference between CSS E-mail & E-mail & MA E-mail?User_2025-02-03-16-53-11-440 49 views 4 comments 0 points Most recent by User_2025-02-03-22-07-33-802
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Maxed out chatsSummary Report creation for resource allocationContent We are working on resource allocation KPIs and attempting to build a maxed out chats report. To the business, "max…
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Show the number of logins and the number of incidents at the same reportSummary number of logins and incidents at the same reportContent Hi all, I am trying to display below information in the same page: Account name, number of logins, numbe…
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How to know the Source URL of the ChatSummary i want to check what was the URL of the page from where chat was initiatedContent I have multiple instances of syndicated proactive chat and syndicated condition… -
Custom report extract from Oracle Service CloudSummary Custom report extract from Oracle Service CloudContent Hi There, We have a custom report created in Oracle Right Now which is reading the data from multiple tabl… -
Formula to pull previous day solved when date filter is broader rangeSummary Pulling all open statuses while only pulling solved for the previous day or week, month, etc.Content I am pulling all open status incidents based on date filter …User_2025-02-01-08-49-49-892 41 views 7 comments 0 points Most recent by User_2025-02-01-08-49-49-892
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Calculated Column to Show Time Until Aged Database Utility sets an Incident to Solved?Summary I am trying to find a way to display a calculated column that will show the amount of time remaining before the Aged Database Utility changes an SR from Waiting … -
How to count Number of incidents Created by Service mailbox and Ask a questionSummary How to count Number of incidents Created by Service mailbox and Ask a questionContent i created a report to count how many incidents Created, Edited, Solved by a…
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Report Scheduling Not Working With Custom ScriptContent Hi, I need to run cron job from OSvC for particular interval of time. I created one custom report and wrote my custom code in custom script. Initialization Tab p…User_2025-02-04-06-31-46-728 101 views 13 comments 0 points Most recent by Sebastiaan Draaisma-122509
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search for phone number in ph_mobile with our without leading 0Content Hi, Currently we have the challenge to find a mobile phone number, that is maintained sometimes with and sometimes without leading 0 (yes I know, that should not…
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How to Display the Min Login for the Max DaySummary I am trying to create a report column that displays the Min Time for the Max Date?Content I am trying to create a Staff Account Login report that will show the A…
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Extract the middle section of thread noteContent Hi, I need to extract the middle-part of thread notes for incidents relating to a given product. The format of the note is consistent, but the middle part may so…User_2025-02-03-17-31-49-785 59 views 12 comments 0 points Most recent by Sebastiaan Draaisma-122509
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Create CX reports to display on tabletsSummary Tips on creating reports so that they display correctly on tablets as well as laptops/desktopsContent Does anyone have any tips on creating reports so they are u…
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Sum of integers in report column out of integer rangeSummary Sum of integers in report column out of integer rangeContent Hi, I'm working on a report where I need to sum an integer field using 'sum' function and it is unab…PavanSatishKumar Annavarapu-Oracle 46 views 4 comments 0 points Most recent by Sebastiaan Draaisma-122509
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Help with an AlertSummary Alert for number of emails routed to a QueueContent Hi, Can anyone maybe help me with setting up an alert? I have a simple report showing incidents that arrived …
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Is there a way to add the Report ID (AcId) to the title of a report?Summary We occasionally need to know the report ID of the report for our scheduled reports and would like to add this to the report title or somewhere in the reportConte…
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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 45 views 18 comments 0 points Most recent by Sebastiaan Draaisma-122509