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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Searching for more than one value within the same search fieldContent I have a report that lists consumers, and each one has a CNPJ (a numerical code). When I run a search, I can only put one CNPJ in the field, searching one at a t… -
Contact audit report - Reporting on opened/viewed contactsContent Hi there, for auditing purposes it's necessary for us to be able to run reports that track if a contact has been viewed/opened by an agent. I've viewed the trans…User_2025-02-03-17-19-50-150 22 views 4 comments 0 points Most recent by User_2025-02-03-17-19-50-150
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Error adding record from Secondary ReportContent Hi, I have created a report using custom scripting available in Reports for our requirement that filters out records based on a condition. Records displayed in t…User_2025-02-03-20-57-24-809 26 views 0 comments 0 points Most recent by User_2025-02-03-20-57-24-809
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Filter between 2 data in reportContent Hello, I am looking to achieve the following scenario in filter under the same report, The following will be: in the "Filters" i would like to filter the same fi…User_2025-02-03-18-10-44-914 17 views 11 comments 0 points Most recent by User_2025-02-03-18-10-44-914
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Report in chat workspace filtered by incident custom fieldContent Hi, I have created a report (filter based on incicent custom field) and added it to the chat workspace (in a tab) so that agents can see previously created incid…
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Access level reportContent Hi, This has been driving me nuts for hours. We have an internal site that use access levels based on region, eg EMEA, APAC and NAM, as well as Supervisor access…
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Analytics Permissions From Report Editor vs Profile EditorContent Hi, So when editing reports you can change the edit/vew permissions for the different profiles from there. But also if you open a profile's settings and go to 'A… -
Option to Integrate Legend Labels into a Chart?Content I'm using the client to design standard report charts to be extracted for integration into slide decks. The chart feature lets you show an external legend and di…
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OSC Tect AnalyticsContent Hi All, Currently, we are using OSC as our main tool for our Chat Support. I was assigned to create FAQs for Chat or common questions that are being raised in ev…
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Count of status during specific time periodsContent My customer wants me to create a report that can pull the history of their incidents based on a specified time period and then provide a count by status during t…User_2025-02-03-22-10-09-552 41 views 3 comments 0 points Most recent by User_2025-02-03-22-10-09-552
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Issues with Outer JoinContent I have a report I'm trying to build which shows how long it takes for an agent to respond to each incident. I'm having a hard time getting all our incidents to s…User_2025-02-03-20-29-15-652 29 views 2 comments 0 points Most recent by User_2025-02-03-20-29-15-652
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How to see linked reports in Consolidated DashboardContent Hi, I have created few reports and there is a drill down level in that reports. But when i put those reports in consolidated dashboard then i cannot see the link…
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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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Open Items Report - Calculating How Long Ticket has been Opened.Content Hello I have a report that I use for different teams that show a list of open items with two main columns: "Response Time," so how long it took to respond to a n…User_2025-02-03-21-37-51-574 36 views 2 comments 0 points Most recent by User_2025-02-03-21-37-51-574
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Agent Browser UI - Workspace report multieditContent Hi All, Editing multiple records by selecting multiple items is possible in Agent browser UI? For example, I have created a workspace with a report. I want to se…User_2025-02-03-20-56-21-860 33 views 3 comments 0 points Most recent by User_2025-02-03-20-56-21-860
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What is the question_sessions.type?Content The title is pretty much self-explanatory. I'm new to Oracle Service Cloud, going through the reports and I would just like some elaboration on what this column …
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Pull all email contacts for a monthContent I'm looking for a list of all of our email contacts from the month of February. What report can I use to pull this data?
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Retention of User Log In DataContent Hi, A simple question from me : how long is the data in the Account Session History table retained for? Thanks Tim. Version Various from Aug 17 to 17DUser_2025-02-03-21-48-30-910 40 views 3 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Active customer portal usersContent Hello guys , I have to create a report having count of active contacts , which is not disabled and login into portal at least once in a year from current date. N… -
Threads Sequence(threads.seq)Content Hi all, I was working with 'threads' table, I found that 'threads.seq' table is showing random behaviour. As per my understanding, for every any particular incid…User_2025-09-05-00-11-37-622 45 views 5 comments 0 points Most recent by User_2025-09-05-00-11-37-622
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Filter to specific columnContent Hi all, I am interesting to know how to set filter only to specific column and not to the whole report as usual. I am based on report; \Public Reports\Service\Qu…User_2025-02-03-18-10-44-914 35 views 4 comments 0 points Most recent by User_2025-02-03-18-10-44-914
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TOP 10 searches record types in RightNowContent Hi, I am looking to build a report in RightNow in order to know which record types are the most frequent searches by our customers. We are currently using some n…
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How to build report to calculate average length of time to close an incident by each assigned groupContent Hi, I am looking to build a report to calculate average length of time to close an incident by each assigned group. has anyone done this? Report will show averag…
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How could I build a report to see only the incidents assign to an specific queue?Content Hi I have the requirement to I build a report to see all the incidents assign to an specific queue. How could I achieve this? Thanks!User_2025-01-28-22-12-47-609 13 views 7 comments 0 points Most recent by User_2025-01-28-22-12-47-609
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Formatting "Quantity" Field when Exporting to ExcelContent Hi! We have a quantity field in our incident reports that is a free text space. When we export the data to excel it is using a "general" format rather than a "nu…
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Is there an option to Select ALL fields in a table from the data dictionary?Content I would like to select ALL fields from a table and run like the first X rows to get a look at a sample of the table so I can examine raw data. Is there a Select … -
Exporting Messages TabContent Is there a way to export the messages tab within the Incident Report? Attached is a screen shot of our messages tab. Version Service Cloud
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Qualifying the _ wildcard in a filterContent Our contact quick search fails due to the number of rows examined when we search for an email address that has a _ (underscore) in the 2nd position. Turns out My…User_2025-03-07-21-44-50-134 30 views 0 comments 0 points Most recent by User_2025-03-07-21-44-50-134
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Ticket report based upon threads.entry_typeContent Our support agents access a report we call their personal queue (inner join between incidents and threads). It filters on the tickets they own. We want them to o…
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How to Restrict to Send scheduled reports through email when the reports is empty?Content Hi All, I have scheduled a report with some interval and sending that scheduled report through email automatically while the scheduler is running. Now the email …