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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.
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Reporting & Analytics for B2C Service
Discussion List
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Chat Total DiscrepancyContent I have 2 columns, each returning different chat totals and I'm not sure why. My columns are: * COUNT(chat_agent_sessions.chats_completed) * SUM(IF(date_diff(chat…User_2025-02-03-16-48-16-590 14 views 3 comments 0 points Most recent by User_2025-02-03-16-48-16-590 -
Actual Response TimeContent Hi, Need help to design a report which will give the actual response time of incidents. I checked couple of standard reports but all of them either give the Crea…
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ROQL Multiple FiltersContent Currently have the below but looks like just the second one is listened to and not the first, please advise how I'd pass multiple filters using ROQL to an analyt…
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Cross Tab rollup totalsContent Is there a way to move the rollup total in a cross tab report to the row with the Rollup Column Name, so it looks more like an Excel Pivot table? Then when the R…
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Logged In Id in CustomScripts ofreportsContent Can we get Logged in Staff Account Id in Custom Scripts of Reports: It seems the below code is not working. Can someone help how to get Logged in Account's Id in…
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Obtain URL address of OSC variablesContent Hi all, I have to build a report using an analytical tool and I need to extract the data from Oracle Service Cloud. So far, I was able to identify the source of …User_2025-01-28-18-24-20-836 16 views 1 comment 0 points Most recent by User_2025-02-01-08-58-47-501
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Hide columns & Update field - REST API callContent Hi, I have a requirement where an external system needs to pull certain information from OSvC on a daily basis. I was planning to create an Analytics report with… -
I want the count of incident based on below conditionContent Hello Team, Need your help Again. Below are the requirement to set the exception in the report. I want the count of incident based on below condition...... a. If…User_2025-02-03-19-26-48-025 42 views 3 comments 0 points Most recent by User_2025-02-03-19-54-01-010
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Viewing all incidents that have ever been updated by a customerContent Viewing all incidents that have ever been updated by a customer - how would I go about doing this? Is there a standard report I can look at? -
Automatically print or forward incidents from a reportContent I have a simple report that returns incidents assigned to a specific exit category. Is it possible for Oracle Service Cloud to: 1) run this report at 5pm ET on w…
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Scheduled report for Application ErrorsContent Hi Team, Is there a report that can be scheduled to administrators whenever an application error occurs in the system? Regards, Sylvia
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IP Address of chat customer in real time reportContent For the Chat tables in Oracle, there are several real time and several historical tables. The IP address of the person chatting with our agent is available to th…
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Report of Incidents by Hour / Queue / StatusContent Hi - I wonder if anyone can point me in the right direction for solving this report request that I have been given: "A report by hour of how many incidents are i…
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Exception email trigger when incident enters queueContent Hi everyone, happy Friday I am looking for a solution where an email notification is triggered in real-time whenever an incident enters a queue. e.g. incident 17…User_2025-02-01-08-29-25-648 25 views 3 comments 0 points Most recent by User_2025-01-30-19-06-33-073
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restriction of 'in list' operator in analytics reportContent Hi all, just would like to know, if there is any restriction related to the in list operator in Analytics, e.g. length of the parameter/value, or amount of param…User_2025-02-03-17-17-22-167 25 views 3 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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How to add,hyperlink and export the sum of a columnContent Is it possible to extract the data from a calculated expression in a report with the hyperlink within RightNow. In this eg; I wanted to get the linewise data for… -
Finding status incident at a particular timeContent Hi, I have created a report where incidents join onto transactions so I can see what status a incident was (please see attached). My question is given a date as …User_2025-02-03-19-49-57-702 8 views 2 comments 0 points Most recent by User_2025-02-03-19-31-14-086
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reporting on sessions by contactContent We have one interface where we have the users log in when they access the site. On our contact records for these users that log in, we have custom fields to show…User_2025-01-31-02-50-15-254 30 views 2 comments 0 points Most recent by User_2025-02-03-20-45-35-148
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Replace count with text?Content Is there a way to replace a count for specific issue types with text? For example, If SPAM and DUPLICATE issue types appear on a report, then ignore the count fo… -
Report on Indexed PhrasesContent Is there a way to pull indexed phrases for an Answer or Incident? We have had to ask Support in the past (usually met with an initial "we can't do this unless so…User_2025-02-03-18-13-34-376 17 views 0 comments 0 points Most recent by User_2025-02-03-18-13-34-376
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Please deleteContent Please deleteUser_2025-02-03-19-49-57-702 12 views 0 comments 0 points Most recent by User_2025-02-03-19-49-57-702
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Reusing reports for drill downsContent Good afternoon - First, apologies if this topic has been discussed and I was not clever enough in my searching to find the correct result. I have a pretty simple…
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Creatiing a report that show if the incident and Knowledge baseContent I am creating a report based on Incident table and Account table filtered by queue. Also shows if incident was escalated and to which queue. The trouble I am hav…User_2025-02-03-18-58-29-626 16 views 2 comments 0 points Most recent by User_2025-02-03-18-58-29-626
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Reusable fields and filtersContent Hi, We have several reports, some of them based on similar filters and showing similar fields. As those filters and fields change ever time, is there a way to cr…
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Workspace/Workflow Usage by Profile - Analytics Cookbook RecipeContent Workspace/Workflow Usage by Profile Find Out Who is Using What Author: Levi D Oracle Service Cloud Support Difficulty rating: (Intermediate) Target persona: Site… -
Sort in Custom ReportsContent I'm not getting an option of Sort by Menu Sequence for Sorting for Custom Report. Can any one help that why is this option disabled? Version May 2017
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Remove downloads from a given IP addressContent I am using a basic 'answer usage' report that provides confirmation of the number of the number of visits and the proportion of the visits that resulted in downl…User_2025-02-03-16-56-52-129 25 views 2 comments 0 points Most recent by User_2025-02-03-18-13-34-376
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Count of categories and statuses not showing correctlyContent Hello, I created a report for some specific Incients. On this report I wanted to add two pie charts in which should appear the count of Categories and Statuses o…
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Scheduled report limiting to 10,000 rows and not exporting all dataContent Hi, Scheduled report is limiting the data to 10,000 rows. I am getting the report sent over as .CSV attachment, the data is more than 10,000 rows but the report …User_2025-02-03-16-11-55-768 44 views 5 comments 0 points Most recent by User_2025-02-03-16-11-55-768
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Showing all incidents where a user has completed a survey along with survey resultsContent As the title suggests! Can anyone please advise me how I would get a report showing all incidents that has a closure survey completed and the relevant answers/re…