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Reporting & Analytics for B2C Service
Discussion List
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Tasks by Creator/AssignerWe have a requirement to show all of the open tasks created by a particular user. In this case, the managers must be able to see which of the tasks they created/or assig… -
Edit incoming email filter - Add Rule NameSummary: Id like to see the name of the Workflow Rule that rejected the email. Content (please ensure you mask any confidential information): I currently use the incomin… -
Is there any way that i can copy a asset within Incident workflow?Summary: Hey Guys, Currently, I am developing a workflow process to copy and assign an incident to a contact that I select. What I found is that if there is an asset whi… -
Incident Attachment Audit Log?Summary: Is it possible to tell if/when an incident attachment was downloaded/accessed? Content (please ensure you mask any confidential information): We have a situatio… -
I have requirement to have a pop up box/window should come after a button click.Summary: In a workspace, there is button to send reply to user(using integration). So when button clicks, pop up a dialogue box/window. In that we need to show a standar…
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How to use ojDialog to display a message through a report analytics extension?Hello Community, I need to display an alert or messageBox to inform the attendant if the items they selected in the report are not valid to be processed by the add-in. H… -
I need to stop sending scheduled report if the report is emptyI have scheduled a report which is a error log. So that some days there might be empty report as there is no error. So that we need to stop sending scheduled report if t…
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how to track private note send or not in a reportSummary: I need to create a report for tracking the private note. There is an issue of private note is not sending. So I need to create a report for tracking private is …
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How to pull the report of the most searched phrases in chatbotHi Team, Can I get a chatbot report on the most searched phrases?& Have we made any changes to the chatbot since go-live? Thanks, Aparna
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Disabled users and reportsSummary: We have a user that is no longer with the company but we want to see her assigned incidents on reports. Content (required): Version (include the version you are…B2C Service Support Customer Inquiry -Oracle 21 views 2 comments 0 points Most recent by Marissa Gonzales
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Custom report for agent productivity using Agent Transactions and Incident SourceSummary: Hi, I have been tasked with creating the below report. The theory behind it is as follows: Scope: CS teams Productivity per person is shown based on actual cont…
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Can agent reply to specific message like facebook message in Oracle b2c live chat?Summary: Hi Guys, Do you think Oracle b2c agent live chat has a feature that supports agents to reply to a specific message? Like Facebook messager, when there are multi…
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Export Standard Text to ExcelSummary: How do we export all the standard text data. Content (required): There is a requirement to export all "Standard Text" to excel for audit. Please guide us on how…B2C Service Support Customer Inquiry -Oracle 71 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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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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Chat wait time message changeSummary: Hi Guy, Does anyone know where I can go and change those Labels? I tried to find it in the widget, but I don't seems to find it. Thank you so much and have a gr…
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Unable to fetch data from CMP_ADDRESS_ZONES table.Summary: Hi All, we are unable to get any data from the 'CMP_ADDRESS_ZONES' table, however we are able to see the data from the UI. If anyone has used it please let us k…
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count multiple customer replies in a rowSummary: I am trying to make a report column that displays the LATEST count of customer replies. Content (required): The aim of the report column is to see if incidents …
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Removing a scheduled report or removing someone from a scheduled report or alertSummary: Removing special report or someone from a schedule report Content (required): How to remove a scheduled report or someone specific to a scheduled report or aler…B2C Service Support Customer Inquiry -Oracle 12 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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Can we use the KF (Knowledge Foundation) Detail stats tables even if we have KA (Knowledge Advanced)Summary: Creating Search reports for KA Content (required): the following tables are Knowledge Foundation tables and as we have KA enabled we are not sure whether we can…B2C Service Support Customer Inquiry -Oracle 13 views 2 comments 0 points Most recent by Irena Novosadova-Oracle
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How to export report result in one extractSummary: Content (required): Exporting report result is allowing us to export one page at a time. We wanted to export the result in one extract. Version (include the ver…B2C Service Support Customer Inquiry -Oracle 21 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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Display top 5 threads associated with each Incident in a custom reportSummary: We have created a custom report to display the Incidents and their threads in a custom report. Each incident can be associated with multiple threads. Hence, we …
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Report failed account login attemptsSummary: I want to see a report of failed account logins. Content (required): To view failed account logins Version (include the version you are using, if applicable): C…B2C Service Support Customer Inquiry -Oracle 11 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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report on BUI vs .Net loginsSummary: Is it possible to display whether a user login came from BUI vs. the .Net console? Content (please ensure you mask any confidential information): I've searched …
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Is it possible to add the Agent Browser User Interface Account Authentication field to a report?Summary: Is it possible to add the Agent Browser User Interface Account Authentication field to a report? Content (please ensure you mask any confidential information): …
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Combining Conditions for column definition expression in Analytics ReportI'm facing a challenge in Analytics reports while trying to create a column definition expression that combines multiple conditions. I have two distinct expressions for …
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Is there a way to undo changes within reports?Summary: Is there a way to undo changes within reports? Content (please ensure you mask any confidential information): I'm wondering if there is a way to undo the most r… -
Data Model stuck and need to rerunSummary: We have a report that generated only the deleted record but for the new and changed record it was not included in the file. However when I rerun the data model …
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Analytics Custom Filter Value DisappearingI have a report built. And it is scheduled to run once a week to deliver each agent a list of their outstanding incidents. I'm using a filter to pull just for each speci… -
Report Incident Grouping by Servicing TimeHi all. I have a report that groups incident by servicing time (using the inc_performance table and appropriate interval type filter). Using the formula if(inc_performan…
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Help with report chartsSummary: Looking for help utilizing charts in a report Content (please ensure you mask any confidential information): I'm wondering if anyone can point me to a video tut…