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Reporting & Analytics for B2C Service
Discussion List
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Exact expression search for incident threadsContent Hey everyone, I am trying to implement a requirement to search incident thread entries for exact expressions. For example, search for particular strings like "th… -
Debugging a PHP Initialization ScriptContent I upgraded from May 2016 to V 18B, and I've encountered an error. The initialization script for report A internally executes reports B and C and fetches data fro… -
Report is opening a different workspace - not intendedContent Hi, I have created a grid report having joins of custom objects. I have added this report in a tab using a report control. When I click on Add new in this report…
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Is there a way to Set Text Search Filter give dynamic results?Content Hi Experts, I have created a report that contains my newly made custom text field called "Company Name" I made it as a filter for searching, My problem is that i…
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Adding time (business hours) to a dateContent Hi All, Is it possible to add some time to a date so the resulting date takes care of weekends and working hours based on some SLA? For example, if I add 16 hour…
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Report using ascii text insteadContent I have a report that where I display the threads of the case and some threads display ascii text. I am unable to see how I can have it display the "real" text, l…
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Statistics user access to website dataContent Dear All Now, I want to count the detailed data of the user's visit to the website, such as clicking on the number of answers and clicking on the number of searc…User_2025-02-03-18-44-16-463 15 views 5 comments 0 points Most recent by User_2025-02-01-08-17-55-035
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Team wise Report FiltersContent Hello, I want to make fixed filters on report so that manager can see only his/her relevant team's reports on dashboard. For doing that, I have to create differe…
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BUI extra spaces in fields when report gets exported to ExcelContent I have a report and when I export it to Excel from the admin tool, it looks fine. But when a user exports the same report to Excel using the BUI, it adds spaces …User_2025-01-31-02-50-15-254 26 views 1 comment 0 points Most recent by User_2025-01-31-02-50-15-254
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Incidents assigned to different users.Content I am trying to create a report that would show all Incidents from a specific Q (they don't need to stay in the same Q) that were assigned by specific people to o…User_2025-02-03-16-51-39-328 39 views 2 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Cross Tab is not summing properlyContent Hello, I have a list of records that total $47,181,853. When I export the list and do a pivot table in MS Excel I get the expected results. However, when I do th…User_2025-10-31-01-08-51-703 30 views 1 comment 0 points Most recent by User_2025-02-03-16-51-39-328
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Time incident handledContent Hi guys, I need to create a report that shows 1. contact email 2. incident ref 3. count of threads 4. total time incident for contact handled (from new incident-…
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What does this mean?Content When exporting a report to a PDF I get an error message: Oracle Service Cloud Error An error has occurred. Object reference not set to an instance of an object. …User_2025-10-31-01-08-51-703 16 views 2 comments 0 points Most recent by User_2025-10-31-01-08-51-703
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Workspace RulesContent Hi, Is there anyway to obtain a report where are all the rules defined in the incident workspace? RegardsUser_2025-02-03-18-08-05-360 30 views 4 comments 0 points Most recent by User_2025-02-03-18-08-05-360
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Filter to Concat numbersContent I have a report that Ipm trying to using a filter thats concat numbers. I know the function concat is only for string. How can I convert integer to string? Thank…
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Question about chat_agent_sessions.engaged_secsContent The data dictionary describes this column as "The total time (in seconds) the agent spent chatting during the session." But what does that mean? Is that the seco…User_2025-02-03-18-52-20-540 16 views 1 comment 0 points Most recent by User_2025-02-03-16-51-39-328
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Dashboard LayoutContent Hello folks, I have current dashboard with 3 reports in it (see attachment "dashboard 1") and I want to change it's layout to 4 and add new report but unfortunat…User_2025-02-03-20-08-55-527 46 views 0 comments 0 points Most recent by User_2025-02-03-20-08-55-527
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Time Difference Between Dates of Completed TasksContent Hi all, I am trying to build a report that calculates the time that each incident was in certain stages based on the dates the tasks were completed on. We can th… -
Running Time Using If StatementContent Hi All, Can someone help he how can I get the Running Total of Days Open and Turn Around Time for my report. This two should be in one column and i think i need …
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Can you track when a user clicks on the Fill Inbox button?Content I would like to create a report referencing the timestamp when a user clicks fill inbox. Version Service Cloud
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Track Fill Inbox ButtonContent Does Oracle track every time a user clicks the fill inbox button and can I create a report showing those results? Version Service Cloud
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Find All Invalid Email AddressesContent Hi, I'm looking to build a report so that I can find all invalid email addresses on our contact records. What object will I find this field in? When I'm looking …
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All Survey Responses in One Row, Without CrosstabContent We are trying to export our (transactional) survey results as a CSV file, and then have the results loaded into a different system for further analysis. The othe…
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Search Knowledgebase UsageContent Is there any way to report the number of times a user uses the Search Knowledgebase tool in the Incident Thread Control? I notice the base report 125 stats do no… -
How to use nested logical If() function to show a relevant category value in a column ?Content I have a scenario where I have 3 categories. (Basic, Economy,Luxury) If the value of a column is less than 25 its basic. If value is less than 60, its economy an… -
Cannot get the custom script to work.Content I've the below custom script, which for some reason is returning the value 0 in the first column of the report. The similar code is in the other report , which w…
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Initilisation script not runningContent Hi, Using the code snippet below in the custom script editor of a report, under the initilisation tab, the code doesn't seem to run. Any ideas why? We have sever…User_2025-02-03-19-49-57-702 20 views 2 comments 0 points Most recent by User_2025-02-03-19-49-57-702
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Dashboard Report Calculation IssueContent Hello, I have multiple reports on my dashboard but having issue with "Incident summary" report. It calculates all statuses of incidents except "Opened" only. I h…
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Runtime Filter using LogicalContent Hello, This is something so easy in standard SQL but I'm struggling with in OSvC, how do you do multiple logicals for example ((a & b) or (c & d) or (e and f)) ?…User_2025-02-03-17-08-02-219 28 views 13 comments 0 points Most recent by Sebastiaan Draaisma-122509
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Create to Final Resolved not working as expectedContent Have this column defined as below: sum( if( inc_performance.intv_type = 4, inc_performance.rel_time ) ) I'm hoping it'll show me the time in seconds associated w…User_2025-02-03-19-49-57-702 36 views 10 comments 0 points Most recent by User_2025-02-03-19-49-57-702