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Reporting & Analytics for B2C Service
Discussion List
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Is it possible to export Archived incidents to a readable format?Content Hi, I have a business requirement to provide all communications from a specific email address. I wrote a report to get all chats and emails that are not archived…User_2025-02-03-16-51-39-328 67 views 3 comments 1 point Most recent by User_2025-02-01-08-45-53-579 -
Alerts - Only include the last incident that meets the exception criteriaContent Hi, I have created a report that sends an Alert every time a chat goes abandoned. I based it on an exception with the following parameters: Expression: chats.fir…
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Fetching Mapped Workspaces for All ProfilesContent Hi, I'm trying to generate a report in Rightnow which shows all the profiles and workspaces mapped to each profile. In that report, I need following 3 details. 1…
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How to change the date of the column chat_rt.first_engagedContent Hi guys, I have created a real-time chat report with the "chat_rt" table. The problem I have is that when a client is waiting for an agent to accept the chat inv… -
Contact audit log report should show all updatesContent For one of the contact, date last updated is today (18/01/2018 03:23). Audit log is not showing that date.(Refer attachment) Contact audit log report is not capt…
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Creating a custom script to remove unwanted dataContent Hi, We have an integration with our ACD that when a phone call is answered by an agent, a customised contact search report is popped in Oracle Service Cloud. The… -
"Processing view failed" error on reportContent I have a report where I have a column which is a concatenation of text and fields and one if statement, so essentially running a bit like a merge. It was all run… -
Alert for Abandoned ChatsContent Hi, I was wondering whether somebody has done anything similar. I have a request to create an Alert every time a chat goes abandoned from a specific queue. The A…User_2025-02-03-16-51-39-328 28 views 3 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Chats reportContent Is there a report that shows for hours of the day how many agents were online vs. how many chats were active vs. how many chats were on hold? if it does not exis…
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Proper use of count function on reportsContent I'm facing a problem while building a report . I'm trying to count the total number of chat session a client had with us. This is the report: I tried to create a… -
Email Per Hour Report to calculate the productivity of the Email AgentsContent Hello All, i am new to the world on Oracle CRM. I need help understanding the formula for one of the columns for "Seconds Logged in" in a report that preexisted …
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Merging 2 text areas in a report column.Content Hi All I am trying to merge 2 text area fields into one column in a report but I am getting "expecting non-blob, found blob" error. Is what I am trying to do imp… -
I need help calculating with Live Chat reportsContent I am using the chat_queue_stats_rt table, it seems that it is not possible to make calculations with it. I need to have the real-time calculations of a Chat queu…User_2025-02-03-17-19-40-969 29 views 4 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Difference between user_trans and account_session_historyContent I'm doing some reporting on Staff Accounts and noticed that when I report on logins between these two tables, I get some differences. For instance, for Start Dat…User_2025-02-03-18-13-34-376 44 views 6 comments 0 points Most recent by User_2025-02-03-18-13-34-376
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Changing size of custom fieldContent Hello, In an effort of controlling data quality, we would like to limit a custom field from 255 characters to 10. There is data currently in this field that woul…
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Scheduled report only had 10,000 recordContent Hello All, This is the first question on this forum as i am kind of new to Oracle Right Now CRM. i scheduled a report and i was successful in doing it however th…User_2025-02-03-19-31-37-724 38 views 2 comments 0 points Most recent by User_2025-02-03-19-31-37-724
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Sort Report Roll-ups by Group CountContent Is there a way to sort roll-ups by the group count? It appears that the only options that are available are to sort the roll-ups alphabetically... Alternatively,…User_2025-02-03-23-55-43-518 22 views 7 comments 0 points Most recent by User_2025-02-03-23-55-43-518
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Default Reports on HomepageContent Hi Is there any way to set default report more than one report? I know i can add a dashboard as default. But i need to open three seperate reports as default on … -
Selecting multiple rows / sending row data to an add-inContent Hi everyone, My use case is that the agent: 1. Opens a report (and optionally uses filters) to view some/all of their help articles. 2. Selects some subset of th… -
Changing CurrentDate format field in report headerContent Hi All Is there a way of changing the {CurrentDate} text field format from mm/dd/yyyy to dd/mm/yyyy We have tried several options but to no avail. We also tried …User_2025-02-03-19-35-06-088 25 views 3 comments 1 point Most recent by User_2025-02-03-16-51-39-328
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Dashboard > Reports are being open in the same spaceContent I have a dashboard and around 06 reports are placed on it. Now i have configured drill downs and when i click on a drill down then the next level report is being…
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Calculating time spend to close an incidentContent I need to calculate the time being spent on an incident( excluding non working hours, waiting for customer etc). I followed this post:https://cloudcustomerconnec…
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Calculating Row Wise SumContent Is it possible to have row wise Sum just like we have column wise? I could not find the right configuration method to do that. Please screenshot of my report. co…
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Get a report which matches multiple criteriaContent I want to get a report of Organizations which have expired on their support contract (SLA instance) last quarter. I do not want the org to show up if they have a…
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Transfer ReportContent I have a report that tells me which queue it was created to, which queue it was transferred to, and who it was transferred to. But the report brings the informat…
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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…
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Response Interval and Resolution IntervalContent I am just checking Response Interval and Resolution on the Incidents Outside Thresholds report. It is appearing as negative as in the attached snapshot. It is al…
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Edit records in Report viewContent Hi All, Can we edit the records in report view without going to the workspace view (i.e can we change the functional Area from "other " to any other value withou…
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Database and File Storage report other than VCIOContent Is there a way to report on what is taking up the database and file storage? We can see in the VCIO, but want to know things like what kinds of files (Incident a…User_2025-02-03-18-13-34-376 56 views 3 comments 0 points Most recent by User_2025-01-30-19-06-33-073
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Combining results from tables that are joined multiple timesContent Hi, When I join the same table twice using different conditions, both conditions give different results. The agents may satisfy any one or both the conditions. I…