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Reporting & Analytics for B2C Service
Discussion List
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Thread Sequence and Private NotesContent I have been wrestling around with a report and was wondering if anyone out there has any ideas or encountered it before. I have a report that is simple and total… -
Multiple Vendor ViewsContent We have two separate vendors we outsource some of our client service to, and we want to limit their ability to see the stats of the agents in the other vendor's … -
Manager to Staff AccountsContent Hi RN enthusiasts, Is there a way where I can create a Manager-Staff Account report? For eg: If I pass an account id or logged in manager opens the report he wou…User_2025-01-30-19-06-33-073 44 views 4 comments 0 points Most recent by User_2025-01-30-19-06-33-073
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Can I use conditional formatting on a rollup heading?Content I have been trying to find an answer to this simple question: Can I use conditional formatting on a rollup heading? I have a simple report: a regular data column… -
Report showing Duplicate values in a custom fieldContent We have a custom field (orgs.c$accountnumber) that has duplicate values assigned to different customers based on brand and location. I am trying to create a repo…User_2025-02-03-17-15-57-451 41 views 2 comments 0 points Most recent by User_2025-02-03-17-15-57-451
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Work Hour Relative IntervalContent Hey awesome people! We have been going on absolute time, and now we are not going to be 24 hours. I need to modify my reports to be in relative time. The only ad…
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Report for incidents that are forwarded.Content I have a requirement by which my agent will forward an incident to some email id. After doing this he should be able to track all the incidents with email ids to…
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PercentagesContent ok, still newbie here! I want to use the report Incidents by Disposition report ID 100140 and add a percentage tab so I can see the percent of each disposition t…User_2025-02-03-19-20-35-072 18 views 2 comments 0 points Most recent by User_2025-02-03-19-20-35-072
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Highlight duplicates values in a report if not all columns are duplicatedContent I have a report with, say, 4 columns. Two lines of the data have identical values in 1 column, but not the other columns. I want those two lines to be highlighte…
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Previous Day Reporting - Any Workarounds for Text Box Header Limitations?Content We have many reports running daily that report on previous days data. These reports have to be MANUALLY edited because there appears to be no way to get the prev… -
Report to show Chat Agents and the Chat Queues they are assigned toContent Hello - Is there an out of box report that I can use to pull up a list of all Chat Agents and list the Chat Queues each agent is assigned to in their Profile? I …User_2025-02-01-08-18-48-897 33 views 2 comments 0 points Most recent by User_2025-02-01-08-18-48-897
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Time in Status - Business HoursContent The Time in Status report from the cookbook post https://cloudcustomerconnect.oracle.com/posts/217d3f8d00 is great and have been looking for something like this …
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How to change the date of the column chat_rt.first_engagedContent Hi guys, I have created a real-time chat report with the "chat_rt" table. The problem I have is that when a client is waiting for an agent to accept the chat inv… -
Alert for Abandoned ChatsContent Hi, I was wondering whether somebody has done anything similar. I have a request to create an Alert every time a chat goes abandoned from a specific queue. The A…User_2025-02-03-16-51-39-328 29 views 3 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Proper use of count function on reportsContent I'm facing a problem while building a report . I'm trying to count the total number of chat session a client had with us. This is the report: I tried to create a… -
Email Per Hour Report to calculate the productivity of the Email AgentsContent Hello All, i am new to the world on Oracle CRM. I need help understanding the formula for one of the columns for "Seconds Logged in" in a report that preexisted …
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I need help calculating with Live Chat reportsContent I am using the chat_queue_stats_rt table, it seems that it is not possible to make calculations with it. I need to have the real-time calculations of a Chat queu…User_2025-02-03-17-19-40-969 30 views 4 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Difference between user_trans and account_session_historyContent I'm doing some reporting on Staff Accounts and noticed that when I report on logins between these two tables, I get some differences. For instance, for Start Dat…User_2025-02-03-18-13-34-376 44 views 6 comments 0 points Most recent by User_2025-02-03-18-13-34-376
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Changing size of custom fieldContent Hello, In an effort of controlling data quality, we would like to limit a custom field from 255 characters to 10. There is data currently in this field that woul…
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Scheduled report only had 10,000 recordContent Hello All, This is the first question on this forum as i am kind of new to Oracle Right Now CRM. i scheduled a report and i was successful in doing it however th…User_2025-02-03-19-31-37-724 38 views 2 comments 0 points Most recent by User_2025-02-03-19-31-37-724
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Sort Report Roll-ups by Group CountContent Is there a way to sort roll-ups by the group count? It appears that the only options that are available are to sort the roll-ups alphabetically... Alternatively,…User_2025-02-03-23-55-43-518 22 views 7 comments 0 points Most recent by User_2025-02-03-23-55-43-518
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Industry Standard for Searches per Answer Viewed?Content Hello - Is there an industry standard for the measure of effort it takes a customer to find an answer on our portal? Is 100% ideal since the user does a search a…
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Response Interval and Resolution IntervalContent I am just checking Response Interval and Resolution on the Incidents Outside Thresholds report. It is appearing as negative as in the attached snapshot. It is al…
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Edit records in Report viewContent Hi All, Can we edit the records in report view without going to the workspace view (i.e can we change the functional Area from "other " to any other value withou…
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Database and File Storage report other than VCIOContent Is there a way to report on what is taking up the database and file storage? We can see in the VCIO, but want to know things like what kinds of files (Incident a…User_2025-02-03-18-13-34-376 56 views 3 comments 0 points Most recent by User_2025-01-30-19-06-33-073
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How to Aggregate with multiple "If expressions" using Date_GroupContent Hello - I am trying to build a "productivity" report that will give me the Count of Incidents Closed, multiplied by the Average Time it should take to close a pa…User_2025-02-03-17-08-35-376 59 views 3 comments 0 points Most recent by User_2025-02-03-17-08-35-376
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how do I remove the black marked area in my search report?Content Hello, how do I remove the black marked area in my search report? Thank you for your feedback. Regards, DanielUser_2025-02-03-20-43-55-510 12 views 2 comments 0 points Most recent by User_2025-02-03-20-43-55-510
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Alert not sending immediatelyContent Hi, I have set up an exception on a report to alert me when a profile for staff accounts have been changed to a specific range of profiles. The alert is working … -
add link to workspaceContent Hello, is there a possibility to add a link to a workspace? The url behind the link consists of three parts, for example: https://aaaaaa.com/bbbb/ccccdddd/eeeee …
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Auto Increment Date VariableContent Hi all, Was curious if there was a way we can auto increment a date variable - say hours - to show all increments, regardless of whether there is data for that i…User_2025-02-03-18-58-51-486 30 views 4 comments 0 points Most recent by User_2025-02-03-19-30-01-975