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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Chat Total for Chats Received by QueueContent What expression will show me an accurate total of chats received (not necessarily completed) by queue? 95% of our chats filter through our contact center, but ma…User_2025-02-03-16-48-16-590 21 views 8 comments 0 points Most recent by User_2025-02-03-16-48-16-590 -
How to select all when using IN LIST?Content * So I have a column I want to filter on. * Because it's free text, when I select "IN LIST", nothing is selected and I have to type stuff in. * I could either pa…User_2025-02-03-19-49-57-702 21 views 7 comments 1 point Most recent by User_2025-01-30-19-06-33-073
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Can I control the time element of a "Between" filterContent Hi All, New to custom reports, but I am starting simple. I am working on reports to simply show an incident count of tickets opened in our queue by month, and th… -
Want to display date format as FY16/FY17 so on, in a Report columnContent Hi All, In a report column I want to display as FY16 if Incident start date is between 01/Oct/2015 to 30/Sep/2016 and FY17 if incident start date is between 01/O…
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Customer Response Show in HTML FormatContent Hi All, I am facing issue while calling a report in the Customer Portal template. In that the customer response column shows as HTML content but actually in the …
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How to pass one output column as a filter in another report using custom scriptContent HI All, I am very new to custom scripts and can we able to do the below requirement using the custom script. For example : In contacts level, we have a bank id a…
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Disabled Report Link Error when saving a report.Content I was looking at the following recipe: https://cloudcustomerconnect.oracle.com/posts/e767416f65 This looks like something I could really use. Not sure what I am …
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Based on date, value should display in a Report columnContent Hi All, There are two columns in a Report. One is Date column which display date in DD-MM-YYY HH:MM AM/PM format and one is Items column (will display item names…
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Incident Closures by Group - Analytics Cookbook RecipeContent Incident Closures by Group Total Closures versus Distinct Incident IDs Author: Colby Ross Difficulty rating: (Beginner) Target persona: Department Managers, Staf… -
Filtering Based on Logged In Account GroupContent Is it possible to filter rows in a report based on the signed in accounts assigned group? My first thought was to use a custom script to get the logged in user i… -
Displaying all rows in aggregate report, even those where count = 0Content Hi there, I have a report that shows me how many incidents of type A are assigned to each account with profile ID of X, filtered by the date range during which t…User_2025-02-03-18-15-18-780 30 views 3 comments 0 points Most recent by User_2025-02-03-18-15-18-780
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Filtering out from a report any incidents which are not the last (or most recent) incident assigned.Content Thanks in advance for any help - really appreciate it! I have a report that shows me several fields of the last incident related to all of my organisations. To a…User_2025-02-03-18-15-18-780 41 views 4 comments 0 points Most recent by User_2025-02-03-18-15-18-780
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Showing all related incidents in a reportContent Hi All We have added a incident system attribute so we can relate incidents. As its only a Parent/Child relationship and service cloud doesn't support automatic …
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Applying a Grouping to a calculated columnContent Hi All, I have a calculated column 'Outcome' based on the values on a text field. I want to group and count the sum based on the Calculated Column 'Outcome'. Any…User_2025-02-03-16-56-54-367 48 views 4 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Applying a Grouping to a calculated columnContent Hi All, I have created a computed column called 'Outcome' based on the values in a text field. I want to now group and count based on the computed field 'Outcome…
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How to handle Custom reports in CPM?Content Hi All, Is there any way to handle custom reports in CPM? When I query with the report ID am getting only the ID, Name, Created and Updated time. How to get the …
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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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lost inbound emailContent Hi friends ! We have an issue : * A client called us trhought the phone * we created an incident on Agent Desktop * The agent sent a reponse by mail to the custo…User_2025-02-03-17-27-29-599 13 views 2 comments 0 points Most recent by User_2025-02-03-17-27-29-599
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How to increase character limit from 200 for text columns in reportsContent I'm trying to run custom reports on Survey text responses and I see that the responses are truncated after 200 characters. It seems that only the displayed value…
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Getting Clickstream data from our message baseContent Hello - We have a message base/banner on our home page of our knowledgebase site. At this time, the message that is on there has two links that we would like to … -
Number of Incidents with ResponsesContent I've been reporting on response time and incidents with responses (response being when the initial response email is sent). We have changed our reporting methodo…
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Autopopulate report filtersContent Hi , Can we auto populate the report filters with workspace field values ? Attached the screenshot, where we want to have the value of filter auto populated with…
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All incidents closed by customerContent How would I get a report of all incidents closed by the customer?
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How to Search / Export a LogContent Hi, I am wondering whether anyone found a way to search the Log (from the Configuration - Site Configuration - Logs)? For example the Incident Rules Log can be q…User_2025-02-03-16-51-39-328 43 views 6 comments 0 points Most recent by User_2025-02-03-22-23-59-814
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Format a Custom URL as 'Friendly'Content I have a problem that I think the community can help me solve. I am not sure where it belongs. I have a field on my report, that I build a URL from. It uses a co… -
Answers that errorContent Hi, In Google Analytics I see error ID 1 showing up (Answer no longer available). However, I can't see what answer they were trying to access. I have looked thro…User_2025-02-01-07-03-13-295 23 views 4 comments 0 points Most recent by User_2025-02-01-07-03-13-295
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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 … -
Monitoring Agent Inboxes - Analytics Cookbook RecipeContent Monitoring Agent Inboxes View All Open Incidents Assigned to My Group Author: Simon Kilgarriff Difficulty rating: (Beginner) Target persona: Agent Supervisors / …
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NetPromoter Score (NPS) - Analytics Cookbook RecipeContent NetPromoter Score (NPS) Calculating Your NPS for the Last 7 Days Author: Simon Kilgarriff Difficulty rating: (Intermediate) Target persona: Marketing/Survey Anal…
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All vs. Any - Analytics Cookbook RecipeContent "All vs. Any" Reporting Using Multiple Joins to the Same Table to Report on Different Metrics within the Table Author: Simon Kilgarriff Difficulty rating: (Inter…