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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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Top 10 Customers X Top 10 CategoriesContent Hi Team, I need to create a 10x10 table (and chart) that shows our TOP 10 ticket logging companies and for each the TOP 10 Categories these tickets have been log… -
Threads Sequence(threads.seq)Content Hi all, I was working with 'threads' table, I found that 'threads.seq' table is showing random behaviour. As per my understanding, for every any particular incid… -
Agent/Status SLA calculationsContent Hello all, We have an external mechanism for measuring SLA (we don't use the seeded functionality for SLA), but this measures SLA in customer perspective, e.g. t…
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Filter to specific columnContent Hi all, I am interesting to know how to set filter only to specific column and not to the whole report as usual. I am based on report; \Public Reports\Service\Qu…
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How to build report to calculate average length of time to close an incident by each assigned groupContent Hi, I am looking to build a report to calculate average length of time to close an incident by each assigned group. has anyone done this? Report will show averag…
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Header Layout changes Exporting to ExcelContent Why are my text boxes being rearranged or removed when exporting a report to Excel either manually or via scheduling? (see attachment) Version 17D -
Service Cloud - Analytics module- Ribbon font too small when create new RPTContent the Ribbon font is very small when on the Create New RPT screen, see the screenshot, but the ribbon on the rest of the tabs are normall PLS help thanks -
Can a report display the rich text stored in a field (instead of HTML tags)?Content Is it possible for rich text stored in a Data Field to display as rich text in a report? For example: The answers.solution Data Field stores rich text as HTML ta… -
How could I build a report to see only the incidents assign to an specific queue?Content Hi I have the requirement to I build a report to see all the incidents assign to an specific queue. How could I achieve this? Thanks! -
Industry Standard for Searches per Answer Viewed?Content Hello - Is there an industry standard for the measure of effort it takes a customer to find an answer on our portal? Is 100% ideal since the user does a search a… -
Formatting "Quantity" Field when Exporting to ExcelContent Hi! We have a quantity field in our incident reports that is a free text space. When we export the data to excel it is using a "general" format rather than a "nu…
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Conditional column formatting in reprotsContent Hi all, Is it possible to define a condition with relative dates? I want to display different color to incidents which are more than 5 days old. Thanks, -
Ticket report based upon threads.entry_typeContent Our support agents access a report we call their personal queue (inner join between incidents and threads). It filters on the tickets they own. We want them to o…
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Is there an option to Select ALL fields in a table from the data dictionary?Content I would like to select ALL fields from a table and run like the first X rows to get a look at a sample of the table so I can examine raw data. Is there a Select … -
Exporting Messages TabContent Is there a way to export the messages tab within the Incident Report? Attached is a screen shot of our messages tab. Version Service Cloud
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Qualifying the _ wildcard in a filterContent Our contact quick search fails due to the number of rows examined when we search for an email address that has a _ (underscore) in the 2nd position. Turns out My… -
How do I find out what questions are being asked in Smart Assistant?Content Hello, I am trying to find out what questions customers are asking when they use smart assistant. I have made some custom reports using the keyword searches tabl…
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How to Restrict to Send scheduled reports through email when the reports is empty?Content Hi All, I have scheduled a report with some interval and sending that scheduled report through email automatically while the scheduler is running. Now the email … -
OSC Connection with Data StudioContent Would also like to know the answer. I can see Oracle as a connection option in DataStudio but unsure how to get the server connection details for our OSC instanc… -
Does a custom report have a URL or other way to share it?Content I am wondering if a custom report in OSC has a URL that identifies it, similar to the way documents in SharePoint Online have a distinct URL that one could share…
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This session is no longer valid. One possible cause is that you are logged in on another copy of theContent Hi All, I tried to create a incident report from which I can open the attachment of the incidents directly. I referred to https://cloudcustomerconnect.oracle.com…
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Feedback incident: trim first part of the threadContent Hi All, If an incident is created from feedback on an incident. Then, customer's message is automatically appended with " This feedback is about: http://opn-comp…
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Invalid email address reportingContent Is there a report that can be run to view the invalid emails received into RightNow as contacts from the Customer Portal? I know that an icon appears when "Respo…
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Maximum number of items in IN List filter?Content Is there a max number of items you can add in an In List filter? I can't seem to find this documented. Sometimes when I type in 1000 items it works (ie 'red,'blu…
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"VALUE" Parameter Cannot be NAN error on DashboardContent This error occurs randomly on our Supervisor DB and the only workaround we have is to do an uninstall/reinstall on the local workstation. Any thoughts as to WHY …
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Finding Reports with Custom Filters attached to SchedulesContent Trying to identify all reports that have a CUSTOM filter applied to them at the Schedule level (not set to default). I don't see this option in Report Management…
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Error Saving reportsContent Anyone experiencing issues saving reports? Keep receiving this - AN ERROR HAS OCCURRED - ERROR RUNNING QUERY. Thing is, I'm not actually running the reports, jus…
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Calculation of total pending durationContent Hi All, I have a requirement in a report, a column should display total duration of an incident, when status was in pending(waiting). If incident status changed …
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Schedule report with attachementContent Hi All, Can we schedule an incident report such that, every 15 days, email is triggered to the manager that contains last pdf attachment of every incident in the…
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Report filters in BUIContent Hello, I have configured queue report (which is copy of standard queues) report. There is one filter on this report which filter out queue values which are only …