Reporting & Analytics for B2C Service
Discussion List
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Which table should I use to calculate agent login time?Summary: Do I need to develop a report that calculates the login / logout time and which table is the most correct to use? accountsessionhistory or user_trans.type = 1? … -
Is it possible to find all the reports with their filter details ?Summary: We need to fetch all the reports in the system that do not have a Date filter in them as we need to then edit those reports . Content (required): Version (inclu… -
contacts.any_phone_raw is not returning data when searching for Contact Phone Alt 3Content We have a search report set up that utilizes contacts.any_phone_raw which based on the Data Dictionary should search within any phone number field on the contact… -
Why my Logon Reports show duplicate rows?I did a new Logon Report to show start/end by day. But it is running with duplicate rows for each Agent, I would like show one row only. I'm using account_session_histor…
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"Records" is greyed out on the report, cannot edit even if I have permissionSummary: "Records" option on report design Content (required): Hi friends, I have an old report that I need to edit. I want to edit the records that can be opened from t… -
Duplicate contact email addressesSummary: Looking for downsides to allowing duplicate email addresses Content (required): We've recently come across a few reasons to allow duplicate email addresses for … -
Search in Answer Source (Using Custom Script) - Analytics Cookbook RecipeContent Search in Answer Source Using a custom script Author: Bastiaan van der Kooij Independent Oracle Service Cloud Consultant Difficulty rating: (Advanced) Target per… -
Merged: We invite you to attend a ⭐️ LIVE ⭐️ webinar to deeply understand your Oracle Cloud Applica…This discussion has been merged. -
How much data is too much dataSummary: We struggle with reports not running due to too much data. We average about 45,000 open incidents a day. Our oldest ticket is year and a half old. We are lookin… -
We need a report on Anchors.Summary: Anchors arent represented well in answers and their solutions. How can we search for them? Content (required): I made a report to search an answer solution for …
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What is the Proper Syntax for an Exception Report Using the IF ArgumentSummary: Looking to change the color of the text when a result is outside of a SLA Using an Exception Report With a Logical Test Content (required): The report I've writ… -
Enhanced Business Rule 2.0 LogSummary How to access EBR logContent Hi Can we access Enhanced Business Rule 2.0 log in BUI or in Agent Console. I know we can access legacy business rule from left navi… -
List of answers sent by agents on chat interactionsSummary It is possible to access chat_events.data_str in reports?Content Customer requested a report to list answers sent by agents over chat interactions. Reviewing cha… -
Option to reset search filters in contact search reportSummary How can we enable agents to reset the search fields to serve the next customer?Content Hi there, We have an issue with search reports when agents use them; when … -
How to relate contacts and campaigns through reportsContent Hi All, Do we have an option for relating the contacts and campaigns through reports ? I want to create a report that shows the campaigns associated to a particu… -
Need to add exceptions to dashboard reportsContent Need to add exceptions to dashboard reports to give a visual indication as to where a request is in relation to its estimated resolution time (SLA) The requireme…
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First Time Chatter ReportSummary We are needing to keep track of "new" chattersContent I am trying to count the amount of new people chatting into the call center. We are trying to account per o…
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Report to show who has assigned an incident on to another person or groupSummary Report to show who has assigned an incident on to another person or groupContent Hi i currently have a report which counts the number of incidents solved and uns…
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Incident Closedby ReportContent Hi Gurus, How to capture the closed by account in reports? I tried to get it from transaction table using Description equals 'Closed' filter. But no luck. Thanks… -
Report using Custom ScriptsContent Hi everyone, I have a requirement to create a report where we can display the number of incidents that has been routed to a different queue but only when the inc… -
Merged: We invite you to attend a ⭐️ LIVE ⭐️ webinar to get started with your Oracle Cloud Applicat…This discussion has been merged.
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Display X number of recordsSummary Display X number of recordsContent We want to create a top 10 report and only display the top 10 in the report results. I thought I had a example script I used f…
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Round date value to the last day of a monthSummary How to convert a given day to the last day of that month?Content Dear reader, Have looked in the report functions (Functions (custhelp.com)) and actually I'm loo…
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Agent login count is coming 0Content I'm creating a report that counts agent logins in RN, but in the column where it should count the number of logins, 0 is coming. What could be happening? Version…
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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 … -
Filter issue - affecting all Agents Dashboard "My Inbox"Summary Agents use search in the My Inbox and it saves for all usersContent User A runs a report, My Inbox, with a filter: Search_thread and inters in the customer PO. T…
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Time in Status (Transactions Calculation w/ Custom Script) - Analytics Cookbook RecipeContent Time in Status Calculates time using custom script Author: Bastiaan van der Kooij Independent Oracle Service Cloud Consultant Difficulty rating: (Advanced) Targe…
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Can I show the report description in a list of reports?Summary How to show the description of a report in a report that lists other reportsContent We are trying to generate lists of reports for a few different purposes, but … -
Time in a certain dispositionSummary Need a report that will show how long an incident has been in a certain disposition.Content Hi, would anyone have any idea how we can show how long an incident h…
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Created By Account - No ValueSummary Incident Created by account is Null - Unknown - No ValueContent Hi, We ran into one scenario where incident is created by someone but unable to see who created t…