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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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… -
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…
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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… -
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 … -
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… -
Incident Address History tab with Quick Search behaviorContent Hi there, I’ve attached a quick video about what I’m trying to accomplish here. My question is: is there a way to make that Incident Address History tab "automag…
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How to remove the Limit and Order section from filters?Content There is a limit and order section in filters screen which can be seen just above the search button and i want to remove that.Can someone help me to work on it? …
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Include empty Qs in a report.Content Hi, I have a report that shows incidents per Qs. It is not showing the Qs that are currently empty. I would like it to show the empty Qs as well. The report is b… -
Report FiltersContent Is there a way to remove spaces from the data being searched? For example, if the phone number data contains phone numbers such as: 0123456789 0123 456 789 If I …
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Incident Reporting under Agent that Took No ActionContent I have a report that shows Agent Incident activity during a set interval but I've noticed something that isn't reporting how I would like. It is showing all Inci… -
Guided Assistance Effectiveness (By Guide) - Analytics Cookbook RecipeContent Guided Assistance Effectiveness By Guide Author: Joe Landers Difficulty rating: (Basic) Target persona: Call Center Director, Business Analyst, Knowledge Adminis… -
Guided Assistance Performance Summary - Analytics Cookbook RecipeContent Guided Assistance Performance Summary Author: Joe Landers Difficulty rating: (Basic) Target persona: VP Operations, Business Analyst, Call Center Director, Knowl…
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Channel Distribution by Interface - Analytics Cookbook RecipeContent Channel Distribution By Interface Author: Joe Landers Difficulty rating: (Basic) Target persona: VP Operations, Business Analyst, Call Center Director For compan…
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Channel Distribution (Incidents Created by Source) - Analytics Cookbook RecipeContent Channel Distribution Incidents Created By Source Author: Joe Landers Difficulty rating: (Basic) Target persona: Chief Customer Officer, VP Operations, Business A…
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Contact Reasons - Analytics Cookbook RecipeContent Contact Reasons Incidents Created By Source, Interface, Queue, Disposition, Product, and Category Author: Joe Landers Difficulty rating: (Intermediate) Target pe…
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Answer Effectiveness Micro View - Analytics Cookbook RecipeContent Answer Effectiveness Actionable Knowledge Foundation Author: Joe Landers Difficulty rating: (Basic) Target persona: Business Analyst, Training Manager, Knowledge…
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Knowledgebase Performance - Analytics Cookbook RecipeContent Knowledgebase Performance Actionable Knowledge Foundation Author: Joe Landers Difficulty rating: (Basic) Target persona: Chief Customer Officer, VP Operations, B…
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KB/CP/Guide Usage Summary - Analytics Cookbook RecipeContent Usage Summary Summary of CP, Knowledge, and Desktop Usage Author: Joe Landers Difficulty rating: (Basic) Target persona: Chief Customer Officer, VP Operations, B…
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incidents.search_thread and phrasesContent Hi, I created a report to use incidents.search_thread to search incidents. The idea is to be able to search for a few keywords or a phrase describing an issue. I… -
Report with a filter on a column which is not a primary keyContent Hi everyone, To respond to my client's need, I activated the option "Email Address Sharing" to allow the creation of multiple contacts with the same email. The a… -
Dynamic column generation using Report Custom ScriptsContent Is there any way to dynamically generate column from a custom filed value in Report? For eg: I have a custom filed c$type with values Request, Complaint, Enquiry…
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Schedule times - which timezone?Content I have a report that is set to be using a different time-zone than the one I am in. I was asked to schedule this report for the people in the report's time-zone.…
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How to backlog and find when an incident was assigned to an agentContent Hi All, I have a reporting query. My requirement is to find the count of assignments of incidents that were assigned to a particular agent on a backdated time. F… -
Export/Print Formatting or Layout IssueContent I'm having an issue with exporting and/or printing a dashboard. Here's my scenario. Please let me know what I may be doing wrong. I've created a dashboard that i… -
Multi-select by checkbox / form controls in a reportContent Hi, I have a report for incidents that has a drill-down level to show a preview of the email text. Our supervisors use this to check similar incidents. They want…
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If String Contains then ...Content Hello All We have a telephony data feed into Servicecloud. There are multiple (Telephony) lines for the same client. For the purposes of a report I want to group…
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Category MapsContent I was asked by a colleague to assist in creating something to show a full map of categories used in the product. A few changes happened here and there and we end…