Reporting & Analytics for B2C Service
Discussion List
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How to create a number only field on Oracle B2C RightNow?Summary: Content (required): Hello, I'm using Oracle B2C RightNow. I wish that the field bellow allowed only numbers input (no letters or symbols). Is it possible? I don… -
Frequent ReportsSummary: Custom Report Useage Content (required): Is there a report that shows all the reports that are being used frequently by the users Version (include the version y… -
Actual SLT time worked by AgentSummary: we have a requirement to calculate the actual time worked by an agent on any incident taking SLA time and holidays into consideration Content (required): For B2… -
RemovedSummary: Content (required): Version (include the version you are using, if applicable): 21C Code Snippet (add any code snippets that support your topic, if applicable):
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Embedded screenshots from threads in reportSummary: Embedded screenshots from threads in report Content (required): Attached is a current report that we use to display a list of file attachments from Incidents. I…
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Chat queue availability reportSummary: Historical report on how much time there was no agent available for a specific queue. Content (required): I'm looking for a historical report on how much time t…
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How to filter on the startdate of first event if a person may have multiple events attended?Summary: Report on only the first event Content (required): I need to have a report which only displays the first event to which a person has been. So I have the contact… -
Is There a More Detailed Database Dictionary?Summary: Is there a more detailed database dictionary for Oracle Service Cloud? Content (required): For example, I am finding that some of the information in the Databas… -
Find e-mail address in incident threadSummary: How can I make a report with an e-mail address in one column that is used to search in the initial customer thread in another column. With a third column showin…
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Organization Hierarchy ReportingSummary How to Correctly Report the Levels of an Organization's Hiearchy?Content I am trying to create an Organizational Hierarchy report that shows the number of Contac…
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Can we trace categories changes in Audit LogSummary: Tracing categories changes in the Audit Log Content (required): As we all know, we can trace the incident transactions through the Audit log. But one of my clie…
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Help reporting on a button clickSummary: Need help reporting on a button click Content (required): I'm attaching my simple report definition (zipped xml) for when an agent clicks a button in their work… -
Schedule a Dashboard to be emailedContent Hi All, It doesn't seem that we have the ability to schedule a dashboard to be sent to a group of email recipients, so I'm wondering what solutions you all use t…
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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…
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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 …
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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 …
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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…