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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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… -
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 -
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 31 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… -
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…User_2025-02-03-18-54-30-672 14 views 2 comments 0 points Most recent by User_2025-02-03-18-54-30-672
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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? …User_2025-02-03-19-33-34-796 35 views 5 comments 0 points Most recent by User_2025-02-03-19-33-34-796
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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…User_2025-02-03-16-51-39-328 25 views 9 comments 1 point Most recent by User_2025-02-03-16-51-39-328
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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…User_2025-02-03-22-22-34-586 50 views 1 comment 0 points Most recent by User_2025-02-03-16-51-39-328
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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…