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
-
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… -
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…
-
Outer join not pulling through all incidents - just where they have a relationship to an incidentContent Hi, So: * Added a incident reference * Added transaction type * Added transaction id3 * Did outer join * Filtered transactions on type =**** and id3 in A,B,C The… -
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… -
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 … -
Bring back earliest dates in seperate columns then combine to single rowContent I have this data. #s0 {font-family:Segoe UI ;font-size: 9pt; font-weight: bold; color:rgb(68,68,68);text-align: left; vertical-align: bottom}#s1 {font-family:Seg…
-
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…
-
Total Incidents in Unresolved Status at a Given TimeContent I am editing this, because I realized I didn't even realize what it was I needed when I asked (head: meet desk) Essentially what I need is the ability to get a c… -
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… -
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 … -
Filter Text field as DropdownContent Hi Gurus, We have one text field in the custom object. While exposing a the text field in the report for the custom object, we need to choose the values similar … -
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 … -
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…
-
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… -
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…
-
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… -
Advanced Analytics w/ BI/Data Visualization for OSvC - Analytics Cookbook RecipeContent Advanced Analytics for Oracle Service Cloud via BI/DV Accelerators The adoption of business analytics across enterprises has seen a paradigm change over the past… -
Live Chat Stats for a TV DashboardContent Does anyone or has anyone built a live or within XX amount of mins dashboard that gives 1 line showing the total of all chat groups. I have totals by queue but c…
-
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… -
Exception Alerts to Assigned AccountContent I have 2 exceptions on an Incident report that fire when an Incident hasn't been updated in either 3+ days or 7+ days. Is there a way to send an alert to the age…
-
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…
-
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 … -
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 … -
Pie Chart based on Incident SeverityContent Hi All, I have a requirement to create a report with pie chart which should be grouped based on incident Severity. i.e. if there 4 severity values 1 to 4, there …
-
Report on Incident where secondary contact is XContent We have a Sales Engineer who is attached to several incidents as the secondary contact and he wanting a report view of all incidents where this exists. Is this p… -
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…
-
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…
-
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…
-
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… -
All incidents closed by customerContent How would I get a report of all incidents closed by the customer?