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.
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Reporting & Analytics for B2C Service
Discussion List
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Mod FunctionContent Is there a function in the reports that would allow me to find the remainder after division? Version Service Cloud May 2015 -
Incident Details/Agent Queue Report (To Use as a Report Link) - Analytics Cookbook RecipeContent Incident Details Report Agent Queue for Report Linking Author: Kenny T Oracle Service Cloud Analytics Product Manager Difficulty rating: (Basic) Target persona: … -
KB Analytics presentation from Texas User Group meetingContent KB Analytics presentation from TUG meeting -
Answer Publish at Specific TimeB2C Service support publishing an answer at a specific date, but, at the moment, it doesn't support publishing at a specific time out of the box. This article explains h…
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workspace field reportVersion B2C 22 A Is there a report within B2C to get all the fields that are available in an incident workspace? If not, how to achieve that? -
How to get the list of articles that are checked out (locked) in OSvC (B2C Service)Summary: I am trying to find the right table where I could see all articles that are checked out (locked) by users. Could you please help? I need a list of all articles/…
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reports for maker and checker in the Agent desktop or BUISummary the business require to get reports for maker and checker of the questions and answers and the one who published it, am not able to find default reports for that… -
Chat agent idle timeSummary I need to build a report to show the idle time of a chat agentContent Hi, I'm trying to build a report that shows the agent idle time. This is the time that the … -
Initial Resolution Time calculation Excluding 'Waiting' status timeContent Hi Experts, We have one requirement where we need to calculate Resolution time i.e., total Initial resolution time for an incident. i.e. from the Incident Creati… -
Display Attachments in ReportSummary How to display Incident Attachments in a ReportContent We have this requirement for creating a debrief Report following a scheduled work order (OFSC) which also …
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Is there a way to list the reports not used ?Summary Can we list all the reports not used in Service Cloud ?Content Hi Team I am looking for a standard or custom one to list all the reports that are not used in the… -
Chats handled per chat agent interval - possible?Content Hi, We've a requirement to report on detailed chat agent interval data, specifically number of chats handled and AHT per agent per interval. I know we can get th… -
Search report results for contacts.any_phone_raw vs. any_phoneSummary Looking to understand why the rows analyzed are different for the two fieldsContent Why do the fields have a different number of analyzed rows if they're both se… -
Time with Customer vs. Time with AnalystSummary Time with Customer vs. Time with AnalystContent We would like to have two columns on a report to indicate how long a case was with a customer vs. time with an an…
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Correct way to count incidents First Responded by a given Group?Summary Seeking best way to count incidents Initially responded to by an Agent GroupContent Hi all - we pay our frontline Call Centre based on # Incidents where they sen… -
Filter "To" Email Addresses in Forward IncidentSummary Filter "To" Email Addresses in Forward IncidentContent Is it possible to filter the list of email addresses that are displayed when forwarding an incident? For e… -
Keyword Search for Incoming IncidentsSummary Alert if specific keyword is met 5 times.Content Hi, I am wondering if anyone is using a similar functionality and would be willing to share their approach? I ha…User_2025-02-03-16-51-39-328 30 views 8 comments 2 points Most recent by User_2025-02-03-16-51-39-328
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Top Answers for a Particular CategorySummary Show top answers for only one categoryContent Hi all, I'm trying to modify a copy of the standard Popular Answers report (ID: 162) so that it only shows me popul…
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Remove Paging - 1000+ a pageContent How can we get more than 1000 rows displaying per page in a report? -
Report schedule to send data only when it has dataSummary Report schedule to send data only when it has dataContent Hi, I have a report with a schedule in it , need to send the schedule only when it has data in it.I tri…User_2025-02-03-22-07-33-802 48 views 7 comments 2 points Most recent by User_2025-02-07-23-45-47-870
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Report on Customer Portal AccountsSummary Report on Customer Portal AccountsContent Good day, I'm wondering if there is a report that tracks the number of public users that have created an account within… -
Trigger event, code etc when a row has been editedContent Hi, I have inline editing enabled on my reports and I'd like for some code, PHP to be ran when a value changes from one to another Is this possible? Thanks, JJ
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There was an error getting SRM rows. see logs for detailsSummary Error in SRM acceleratorContent Hi Guys, Has anyone encountered this error when trying to open an incident workspace of an incident that sent to Service Cloud ut…
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Report including Incident created, status changed and previous status changed date columnsSummary Help required with Custom Script to enable date in status reporting requirementContent Hi, 1. I have built a report that uses the Incidents table to get the refe…
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Fetch all Reports having run as report a Staff account in Report SchedulesSummary Fetch all Reports having run as report a Staff account in Report SchedulesContent Hi, I would like to find out all the report schedules where Run Report As = 'So…
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REPORT_ERROR_EXCEEDS_MAX_JOIN_SIZE despite report running quicklyContent Hi, Definition as per the attached. When I run the report in the console, it runs quickly and brings back about 300 rows. Prior to the recent 18D upgrade, callin…
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Show list of custom fields created by a certain account?Content If I want to know what custom fields have been created by a particular account (this value can either be hardcoded or supplied as filter), what tables will I hav… -
Aggregate responses per incidentSummary Creating a report to show the aggregate responses per incident (RPI), but getting duplicate values and unable to group results.Content Hi all I'm attempting to c…
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Can I customize a dashboard like thatContent I want to customize this dashboard, but which can't be edited/copied. I tried to create a new one, however I can't find a way to built the same layout. Do you ha…
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Historical reporting on average Age of Incidents in QContent Hi, I have a requirement to report on historical values for Average Age of Incidents in a Q and cannot wrap my mind around it. Has anyone done anything similar? …