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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Can we report on Answers Viewed by Keyword Search?Content We're looking for a report that will show Answers Viewed based on Keyword Searches. So for example, if the search was "returns," and let's say I get 50 answers i… -
Duplicated results, how to remove duplicates?Content I have a report showing how many chats an agent has taken, handle time, wait time, wrap-up time, surveys completed on the agent, % of issues resolved (based on s… -
Chat Summary Recipe with 30 minute intervalsContent Hi all - We're using the recipe located here: https://cloudcustomerconnect.oracle.com/posts/df92150e62 but we need the reports listed in a 30-minute interval. I …
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Ticket Report - Tickets by ContactContent Hello, I am in need of creating a report for a client in which they want to know who is submitting the tickets. So basicaly I need to just have a report where...… -
Anyone used "Chat Agent Performance Intervals" in a report with luck?Content Hello all - I have another challenge for you - I am attempting to build a report OR add to an existing report the Chat Agent Performance Intervals. We need to sh… -
Batch exception - HandlingContent Hi All, i am trying to insert records to contact object using batch(.net) . A batch contains 1000 records. Records 1 email id = ****@gmail.com records 100 email …
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Where is Search Priority Word information stored?Content I need to create a report that outputs the configuration info for the Search Priority Words within the logged-in interface. But everywhere I've looked, I've come… -
Report "All incidents": show sla nameContent Hello, I want to display the sla name in the report "All incidents". Therefore I add the column incidents.sla_id to that report. Next step is to add the column s…
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'Keyword trend' for incidentsContent Hi, I'm more familiar with answers than incidents... for answers we use a fantastic report from the Cookbook to show keyword trends. I'd love to build something … -
Top 5 Calls by Program?Content We have monthly reports that provide call data counts by Program and Category. Is there a way to query for just the Top 5 calls per Program in one report? I can … -
Report for Campaign segmentationContent Hi Guys, I am trying to create a report which uses two tables:one custom object and contact. We are trying to pick the records which have the same value for one …
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Logical FunctionsContent Hello all - I tried to perform a search to see if I can find anything that may help and i've tried a few options and haven't had any luck. I'm trying to create a…
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Generating radar chart from custom fieldsContent I have a number of fields available on a incident workspace. They are menus with options 1 to 5. I need to be able to get these values (based on a single inciden… -
having count > n in ReportingContent Hi all, from my SQL experience I know a statement "having count (fieldname) > 1. Is there a similar possibility as well available in Reporting and Analysis? Fina…
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First Agent Post report assistanceContent Hello everyone! I have created a report for our Live Chat team that will calculate the Agent Response Time. I have 2 questions concerning this report: 1. I need …
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Report stopped working due to amount of data.Content Hi, I have a problem with one of our scheduled reports. It is supposed to show aggregate of all agent achievements in monthly intervals for the last 6 months Thi… -
LongText as Filter in ReportsContent We have a requirement where we need a long text as a filter. Can AnyOne Please suggest how to achieve the same. Regards
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Total Solved case Count month byContent Hello Team, I need a help for creating one custom report where I need total count of case which is solved month by. I have attached the screen shot they way I ha…
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Answers Created & Updated reportContent Hello all - We have several employees who propose answers in Oracle, but only 3 publishers who make the answer changes go live on the site. I need a report to sh…
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Use decode in FiltersContent Hello, I've created report when I replaced Source Hierarchy values with more 'readable' names using decode option, ex. 'Techmail - Service Mailbox' is shown as '…
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Multiple Expressions in 1 Definition - Same Day ResolutionContent Hello all, Looking for some assistance and I am stumped. I want to build report definition that tells me if the incident was created and closed in the same day f…
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Custom Script HelpContent Hi All, I'm trying to create a radar chart. A search led me to this post linked below. It sounds like I need to turn my column headings into a column and pivot m… -
Monitor client waiting time in chat session in Real TimeContent Hi, We know that there are some configuration verbs (FIRST_WARNING_TM / SECOND_WARNING_TM) that flags the agent workspace of an active chat session in yellow/red…
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Search Incident by Reference Number without Hyphen (-) or any Phone number with dash or HyphenContent Hi Team, We have business requirement where our business want to search Incidents by Reference Number without putting Hyphen (-) character. As an example In Inci…
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Reporting on Categories by IDContent I have created the simplest report to try to just see what ID's are associated to each Category. I'm trying to troubleshoot some code that is calling the incorre… -
Current Logged in a report filterContent Hi All, I'm trying to validate in a report filter what profile has the connected user, and depending on the current profile to show more rows o not. Is it possib…
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On incident workspace, I want an report of all incidents for this contact, that I can click to open.Content On an incident workspace, I want to show all existing incidents for the contact associated with the incident. I have that working, where the filter is incidents.… -
Formatting large numbers in Grid widget outputContent Hi all. I am using the Grid widget to output some report data, but the numbers being output are not honouring the report column formatting. How do I format large… -
Possible? Show "Fill Inbox" command only if Inbox is empty (no unresolved incidents assigned)Content Dear Community, I have a question please. Is it possible to show the record command "Fill inbox" in a custom report "My Incidents" (Inbox) only, if the inbox con… -
List of cases which is SOLVED less then FOUR hours since creationContent Hi All, Need some help in the reporting part. I want the total count cases which is SOLVED less then FOUR hours since creation? I want the total count cases whic…