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Reporting & Analytics for B2C Service
Discussion List
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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 -
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 17 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 … -
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 21 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 29 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
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Survey Choice Response Rate Exceeds Query SizeContent Hi, I'm using the Report 7032 - Survey Choice Response Rate, and on our Customer Satisfaction survey, which has over 400k responses, I can't pull any information…User_2025-02-03-17-57-37-588 6 views 0 comments 0 points Most recent by User_2025-02-03-17-57-37-588
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Audit TablesContent Hello, Hoping someone can add to my list of fields that they use to audit what users in the agent console have done and changed? These are the ones I've used, do…
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Can RightNow Track All Agents that Responded to a Case?Content For example: Lets say a case comes in by email. Agent A opens the case and send a response. The case is not solved by Agent A and the customer sends another repl…
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Report to show incidents that have attachments?Content Hi all, Is there a report available that will show me all incidents that have attachments on them? Or can I do this from a custom report? I've not yet been able …User_2025-02-01-08-29-25-648 28 views 2 comments 0 points Most recent by User_2025-02-01-08-29-25-648
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Showing Unique records count at footer levelContent Hi, I have a requirement to show unique records count at report footer level. i.e Record Count: {NumberOfRecords} The report which customers are using is having …
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Include Range of recurrence dates in Status of Mailings reportContent Hi all. I'm wanting to include the 'Range of Recurrence' dates in a report on active Recurring mailings (copy of definition attached). I'm sure I'm missing the o…
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Editing report descriptionContent Hi, I have been trying to find a way to edit a description for out-of-the-box reports to reflect any changes that have been made to the functionality. Ideally, I…User_2025-02-03-17-20-20-749 44 views 5 comments 0 points Most recent by User_2025-02-03-17-20-20-749
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Export to Excel - only want date, not date/time to appear in date fieldContent I have tried about 5 different ways to format the dates in a report I have created and then export that date to be the date only with no timestamp in Excel. No m…
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Incidents with more than one task?Content I'm trying to create a report which counts the number of incidents which have more than one task, grouped by product ID. Outside Service Cloud I'd try to use som…
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Reporting on deliverability service e-mail for compliancyContent Hi there, Do you know whether I would be able to report on whether a service e-mail has been delivered to the customer via the TLS 1.2 protocol or not? This is f… -
Pass filter value of search report from workspaceContent Hello Everyone, I am facing a issue of passing filter value from Incident workspace. steps what i have done. 1. Added one search field in Incident workspace whic… -
Get Product Name for IDContent Hi All, I have product id field in custom object called "Recipient rule". I want to display product id & product name in my report. My custom object is linked to…