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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Yesterday's Backlog + Today's Created IncidentsContent Hi, I am fairly new to reporting and analytics so please bear with me if this is something that should be obvious. I've done some searching and I've tried to fig… -
Report Schedule Management - "sent from"Content The new Report Schedule Management feature is a very helpful feature. We are however currently struggling to see who the report is sent from. Does anyone have an… -
How to create a report on Custom FieldContent Dear All, I am looking for detailed information, if anyone can share, i have a requirement which goes like this: Similar to Status Field in incident Workspace ( … -
Query of CustomFieldsContent I have a custom field in Orgs, which would like to have a search only of this field with distinct, because if it is many records, the query is not running. Any s…
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Get multiple answers in one row for feedbackContent Hi, We have a survey with 3 questions something like: * Why did you leave this feedback? (Several checkboxes) * What rating do you give? (Several radio buttons) … -
Select Join - allow different type of joinsContent Looking at https://cloudcustomerconnect.oracle.com/posts/66caf8788a - wondering if this was put in or there is a workaround? I currently want to pull all survey …
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Creating a report for Custom FieldContent Dear All, I am looking for detailed information, if anyone can share, i have a requirement which goes like this: Similar to Status Field in incident Workspace ( …
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Letting Users See Attachments from a ReportContent Hi all, We have a daily report wherein customers can send in screenshots to us showing a bug in our game. We have this report auto-email interested internal user…
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count combined with ifContent Hi all, maybe I am thinking too complicated, but there is a challenge I have currently no solution for: I am trying to count records with an if condition. That i…
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Agent Reports for Incidents and Chat created today by hourContent Does anyone know if there is a report available that can show me: 1. Incidents & Chats that were created (Today) by hour. 2. Which agent picked up/resolve the in…
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Incident Counts for Historical Reporting ChangingContent I'm scratching my head over here. I have a very basic report (definition image attached) that I have been using to look at month over month trends since we start…
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Limit the number of records to 5 in a reportContent Hi All, I am trying to limit a report such that it should show only 5 records. I have a custom object called bill with bill date, bill number etc as fields. My r… -
meaning of threads.seq - and howto filter on itContent Hi all, I've got a small challenge: I try to filter out the 1st contact of a customer within an incident, and my intention is to use the threads.seq field. My as…
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Top align rich text in custom reportContent Hi, I am facing problem in making rich text top align in custom report. In custom report, if you use plain text you will see it all run together but if you are u… -
How can I create a report that shows all answers with no review date?Content I'm trying to set up a report that shows all public answers in our Knowledge Base that do not have a review date set. I would have thought that a filtering on an… -
Clickstream Report by Contact for Workspace ReportContent Hello All, I am looking to use the standard Clickstream report that we have and I want to be able to pull the Browser and Version for each user into a separate r…
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In a nested rollup, display average of lowest levelContent I have a chat report that I have rolled up by Agent and then under each agent, I did a 2nd rollup by the Interval type, So I have two areas, Time as Lead Agent a… -
Sumifs/Countifs Function?Content Hi there! I am trying to count something in a report that meets criteria in two different text fields. For example, the formula I would use in Excel would be: co…
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Errors Downloading Cookbook zip filesContent Hello, I tried downloading three different files (Top Keyword Trend, Answer Effectiveness and Answers Not Used) on Chrome and IE on two different computers - one…
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Report to show number of answers proposed by an accountContent Hello , There is scenario where i am trying to create a report which shows the number of incidents solved, unresolved and answer proposed by a particular agent/ …
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Trying to count field with text as a data typeContent Hi there! I'm fairly new to the analytics side of Oracle and I need some help with functions. Specifically, I'm trying to count the number of entries with a spec…
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Reporting totals in circle LEDContent Hey guys and gals! So I have had a month since MSE and forgot so much. I tried to rewatch the videos but my mind goes blank lol. My problem is.. I want to just s… -
There has been an error with your request.Content So I have the code has shown below. One column in this report was created by going in to design the report in the console, going to Computed Fields, clicking on …
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What are the various attributes in transactions table for a status change?Content So I have the below from the transactions table. I see that Attribute 1 is changed to the value of 3 when I choose "Pending Information" for the status. The valu…
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Averages not working as expectedContent Hi, I'm running two sets of ROQL queries as follows: SELECT Incident.Queue.LookupName as QUEUE, AVG(date_diff(CreatedTime,'2017-05-31 21:10')/86400) as 'AVG' FRO…
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Add button/image to Quick Search report to Add New Contact/Incident, etcContent Hi, Our agents heavily use the Quick Search functionality to find Contacts, Addresses (a custom object we have) and Incidents. Everything works fine if they find…
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Dynamic Search ReportsContent Hello dears, Is it possible to create dynamic search reports? Here is the scenario we are looking to achieve: - User opens the report and gets a filter asking hi… -
Showing avergae amount of days an incident is open before being resolvedContent As the title says really - anyway we can show this? So if we group by hour, how can we see at any hour between the very start and now, how long on average an inc…
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Reporting on KB usage across set IP range using clickstreams tableContent Hi everyone I've partially solved this problem, however I hope it can be done easier as currently it completely bogs down my Excel since I have to do a lot of fi… -
Restart the SLA timestamp when transferring queuesContent Define that the SLA for first response will be 1440 minutes when the ticket is created. I would like that when a ticket is transferred to another queue the time …