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.
Reporting & Analytics for B2C Service
Discussion List
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Reports for C-level ManagementContent Hi Guys, There are many reports in the system but i wanted to ask for any suggestions for any kind of reports for top level executives in an organization. Regard… -
Reporting Multiple contacts to each IncidentContent We add multiple contacts to each Incident. I need to create a report which lists each contact and the incident they are related to (including where they are not …
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Real-time answer escalation rateContent I am looking for a report that will give me real-time answer escalation rates. I am able to find it as a stats report but has anyone been able to find this as a …
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How to fetch the status history for an incident.Content Hello Everyone: I need to develop a ROQL query to retrieve the status history for each incident. Attached is the document containing the screenshot of the sample…
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Sunday to Saturday - Week to date report - Date filter logicContent I am trying to have my report start running as a schedule and start on a specific Sunday. Then I would like each the report runs to include that day. So the firs…
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conversion for vdt_none column not implementedContent Hi, I get this error when running a report. The report has a script which sends emails (200 at a time). conversion for vdt_none column not implemented This seems… -
Conditional Chat Link AvailabilityContent Hi, we have multiple syndicated conditional chat widgets and i'd like to get stats for each widget/link availability (Impressions, active links, and links clicke…
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Exclude results if all survey questions are not answeredContent Is there a way to exclude survey response that does not answer all questions? The report is showing multiple lines where a respondent has answered one question, … -
Determine Last Row in $rowsContent Hi All, I have an issue with a report I'm constructing that I'm hoping you can advise me on. I need to construct a report that calculates the average message res… -
Infolets - Can we create them from scratch?Content Hello, The Infolets that are provided in the Service Reports are right along the lines of what I am trying to do. However, I would really like to create one from…
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Include Send Rejected Msg account in Incoming Email Filter Details reportContent Hi all. I want to add the "Send Rejected Messages To" field from Mailboxes Incoming Email details to the 'Incoming Email Filter Details report (ID:227). I've had…
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How can you remove the quotation marks around the comma in an .csv file generated by a schedule?Content I have people who need to take the results of a report I'm automatically generating and sending to them and suck the data up into another process. But it appears… -
Joining Contacts and Accounts table on email addressContent Is there a way to join Contacts and Accounts in a report? I can do it in Excel with two different reports, but looking to try with just one. Essentially, we have…
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Stretch or center a chart on a DashboardContent I built a Dashboard with a chart-only report on top and a grid report on bottom. Is there a way to center the chart or stretch it so there's not so much odd empt…
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Count how many incidents hit a specific queue firstContent SO, not sure how I'd do this without resorting to PHP I need to count how many incidents's first queue was 'X' - just a number. An incident could have obviously …
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First response calculation per QueueContent Hi I need to know how to get the first response time of an incident for each queue it passes. Example: Incident created in queue A, the agent responds to the con… -
Number of chats answered in the Satisfaction Survey reportContent I would like to bring the number of appointments in the Satisfaction Survey report. I currently have filters for: Queue, Date of search response and interface.At…
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Displaying Actions in Search Knowledgebase DrilldownContent I want the user to be able to search for an article using Search Knowledgebase, then get a list of all of the alternate-language versions of that article, then u…
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How to build a report to track "missed" toasts?Content I want to be able to see how often an agent is missing toasts. That is, how often an agent will let the toast message pop (3 times) and ignore it all three times…
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'Agent Login' Report - Clarification on 'Login End Time'Content Hi, There is a delivered 'Agent Login Report' (Reports Explorer > Service> Agent Reports > Agent Login) that shows info on number of log ins, average time logged…
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How to report on Archived incidents sent with Attachments?Content Hi everyone, wishing you a nice weekend. I have a requirement to report on all Incidents sent from OSvC with an attachment in January 2017. I checked and the Arc… -
REPORT: Filter on response to one question, and include answers to other questionsContent Example: I have a transactional survey with 10 questions. I want to create a report that shows only the responses where question 5 = Yes I want the output to sho…
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Questions Avoided- Smart AssistContent Is there a way to add a product filter to this report? Our Ask a Question page requires the customer to choose a product before submitting a question. I don't se… -
Create Workspace accessible outside of chatContent In Oracle Right Now. I am trying to create a workspace that contains realtime reports. So far I have only been able to have it accessible as a chat workspace whi…
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Please deleteContent Please delete
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Change Date Format in reportContent Hi, I was trying to change the date format as 01-May-2017.I tried changing configuration setting the date format was changed in workspace but it was not reflecti…
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Save as default valuesContent Hello All - Could you please let me know where does (in which table) system store the 'Save As Default' settings of an individual user. Regards, Manpreet Singh
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Need help for calculating the days each status remain in for a given incident.Content Hello Gurus: While, I'm new to Oracle Service Cloud Reporting and Analytics, I've a specific requirement wherein we want to calculate the time (no. of days) for …
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Chat Origins - using custom object fields?Content re: https://cloudcustomerconnect.oracle.com/posts/1da47425c4 I'm planning to implement something almost identical to this, though we don't use Engagement Engine.…
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Chat Origins with Engagement Engine - Analytics Cookbook RecipeContent Chat Origins with Engagement Engine Report on detailed sources of syndicated chats Author: Simon Kilgarriff Difficulty rating: (Beginner) Target persona: Anyone …