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.
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Reporting & Analytics for B2C Service
Discussion List
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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 -
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 36 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 26 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 51 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…
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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…User_2025-02-01-07-03-13-295 50 views 1 comment 0 points Most recent by User_2025-02-03-20-08-03-425
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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…
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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… -
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.…User_2025-02-03-16-51-39-328 33 views 6 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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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…User_2025-02-03-19-31-14-086 26 views 5 comments 1 point Most recent by User_2025-02-03-19-54-01-010
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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…User_2025-02-03-18-15-20-995 27 views 2 comments 0 points Most recent by User_2025-02-03-18-15-20-995
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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…User_2025-02-01-07-03-13-295 34 views 2 comments 0 points Most recent by User_2025-02-01-07-03-13-295
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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…User_2025-02-03-16-56-52-129 34 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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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…
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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…User_2025-02-03-19-48-53-278 25 views 2 comments 2 points Most recent by User_2025-02-03-19-48-53-278
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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…User_2025-02-01-08-49-58-624 82 views 2 comments 0 points Most recent by User_2025-02-01-08-49-58-624
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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 …User_2025-02-03-17-16-28-475 4 views 0 comments 0 points Most recent by User_2025-02-03-17-16-28-475
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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...…User_2025-02-03-18-36-38-730 18 views 3 comments 0 points Most recent by User_2025-02-03-18-36-38-730
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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…User_2025-02-01-08-18-48-897 22 views 1 comment 0 points Most recent by User_2025-02-03-20-31-45-958
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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 …User_2025-02-03-17-31-40-230 26 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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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…User_2025-02-03-19-48-39-282 26 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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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…User_2025-02-03-19-37-39-407 11 views 2 comments 0 points Most recent by User_2025-02-03-19-37-39-407