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Reporting & Analytics for B2C Service
Discussion List
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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… -
"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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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 … -
Using a chart as a drilldown linkContent I have a simple pie chart and I do not want to display the tabular data. I also have a drilldown level and I want to click on the chart to drilldown since the ta… -
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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Text Field To Number IssueContent We have a reporting requirement that is giving me trouble. We have a custom test field that is populated with a duration in either whole numbers or decimal. For …
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Thread Sequence and Private NotesContent I have been wrestling around with a report and was wondering if anyone out there has any ideas or encountered it before. I have a report that is simple and total…
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Multiple Vendor ViewsContent We have two separate vendors we outsource some of our client service to, and we want to limit their ability to see the stats of the agents in the other vendor's … -
Manager to Staff AccountsContent Hi RN enthusiasts, Is there a way where I can create a Manager-Staff Account report? For eg: If I pass an account id or logged in manager opens the report he wou…User_2025-01-30-19-06-33-073 43 views 4 comments 0 points Most recent by User_2025-01-30-19-06-33-073
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Can I use conditional formatting on a rollup heading?Content I have been trying to find an answer to this simple question: Can I use conditional formatting on a rollup heading? I have a simple report: a regular data column… -
Report showing Duplicate values in a custom fieldContent We have a custom field (orgs.c$accountnumber) that has duplicate values assigned to different customers based on brand and location. I am trying to create a repo…User_2025-02-03-17-15-57-451 40 views 2 comments 0 points Most recent by User_2025-02-03-17-15-57-451
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Work Hour Relative IntervalContent Hey awesome people! We have been going on absolute time, and now we are not going to be 24 hours. I need to modify my reports to be in relative time. The only ad…
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Report for incidents that are forwarded.Content I have a requirement by which my agent will forward an incident to some email id. After doing this he should be able to track all the incidents with email ids to…
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PercentagesContent ok, still newbie here! I want to use the report Incidents by Disposition report ID 100140 and add a percentage tab so I can see the percent of each disposition t…User_2025-02-03-19-20-35-072 18 views 2 comments 0 points Most recent by User_2025-02-03-19-20-35-072
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Highlight duplicates values in a report if not all columns are duplicatedContent I have a report with, say, 4 columns. Two lines of the data have identical values in 1 column, but not the other columns. I want those two lines to be highlighte…
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Previous Day Reporting - Any Workarounds for Text Box Header Limitations?Content We have many reports running daily that report on previous days data. These reports have to be MANUALLY edited because there appears to be no way to get the prev…
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Report to show Chat Agents and the Chat Queues they are assigned toContent Hello - Is there an out of box report that I can use to pull up a list of all Chat Agents and list the Chat Queues each agent is assigned to in their Profile? I …User_2025-02-01-08-18-48-897 32 views 2 comments 0 points Most recent by User_2025-02-01-08-18-48-897
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Display Deleted Incidents Report with detailed information such as email, contact name and phone...Content Hello, I was reading the following useful post https://cx.rightnow.com/app/answers/detail/a_id/2460/kw/deleted%20record. I noticed that we can display basic info…
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Time in Status - Business HoursContent The Time in Status report from the cookbook post https://cloudcustomerconnect.oracle.com/posts/217d3f8d00 is great and have been looking for something like this …
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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 62 views 3 comments 1 point Most recent by User_2025-02-01-08-45-53-579
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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 …