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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Adding exception when incident owner = No ValueContent Hello dears, Our management asked for a report showing all opened incidents on the system (both from the agent desktop and the customer portal) as well as their … -
Survey reports in one interface?Content Hi, Is there any way to report on surveys from different interfaces in one interfaces? For example - we have 22 interfaces with different languages - when I run …User_2025-02-01-07-03-13-295 26 views 2 comments 0 points Most recent by User_2025-02-01-07-03-13-295 -
Can We create a Gantt Chart with Hours as Unit of Measure on the X-axis (Values Axis)?Content I have made a custom object as Appointment (Child of Incident object). The Incident is assigned to the Servicing head who in turn assigns the appointment to one …
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Backlog and Closed Cases ReportContent Has anyone created a report that includes both open and closed cases? I want to display a row for each case where it is still in an open status or if it was clos… -
Change Administrator's Name as it Appears in Auto-Response EmailsContent I am making changes to our message templates to alter how our emails appear to customers. Our current Thread Heading is: [Entry Type] by [Channel] ([Author]) ([E… -
Can you use Custom Scripts to update incident data?Content Quick question, Is it possible to use custom scripts to update an incident if certain conditions in a report are met? If a value in Column 3 = X update status in…
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How to add custom field "Restoration Time" into SLA configurationContent Hello Experts, When configuring an SLA we are able to define the "response time" and "resolution time" ,we also have one more SLA called "restoration time". We n…
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Report to show exceptions based on SLAContent Hi, We're looking at creating a report to show all incidents, coloured by SLA state. So for example if the incident is less than 2 days old, black font. Between …User_2025-02-03-19-49-57-702 22 views 0 comments 1 point Most recent by User_2025-02-03-19-49-57-702
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A version change processContent Hi everyone, good afternoon! I have a problem with RN, I try to create a customized field but when I save it comes a message saying that the tool is in a version… -
A version change processContent Hi everyone, good afternoon! I have a problem with RN, I try to create a customized field but when I save it comes a message saying that the tool is in a version…
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Reporting when answers are PublicContent I want to be able to report when an answer is created, and again when the answer is set to Public. We refer to this change as being published, which often differ…User_2025-02-01-08-40-26-447 22 views 12 comments 0 points Most recent by User_2025-02-01-08-40-26-447
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Report on broadcast mailing open rates by deviceContent Our marketing team has asked for a report on open rates on emails by device/OS I know you can do this for web pages, but can't find any tables that store this fo… -
Filter IDContent Hi, I'm working with a report on customer portal and I need to use a filter, part of the requirement is to pass the filter ID. My question is how can I find a re… -
Create a graphic report showing # of contacts aggregates by agentContent How can I create a graphic report that shows me the number of contacts aggregates by agent? Edited by eleep to have a more specific subject title.
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Report of 2 survey questions in one surveyContent Hi community, I am having an issue here and I tried a lot of different stuff but unfortunately I cant get it running - hope you guys can help! We have a survey i…User_2025-02-03-17-27-31-522 14 views 6 comments 0 points Most recent by User_2025-02-03-17-27-31-522
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Contacts´s report captured by agentContent Hi! Good morning, I´m generating a report that shows me the number of records that each agent makes, In my report musthave the total of the records captured in o…
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Agent duration in current statusContent We regularly use the standard Service Cloud Current Chat Agent Statistics report to monitor our team activity. However, I am curious if anyone knows how I might …User_2025-02-03-22-12-27-452 24 views 4 comments 0 points Most recent by User_2025-02-03-22-12-27-452
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Report Layout by Date.Content HI All I am working on a Layout of a report, What I have now and what i am trying to do is... What i have now Per dispositions, = Month,Total count, % of Total (…
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Default header and footerContent Is there a way to set the default header/footer for all new reports. Currently when you create a new report, the CurrentDate is in the header and PageNumber and … -
Calculation of date between a rangeContent Hi, We have converted SRs from our legacy system to the OSvC recently. I need to create a report which can show how many incidents were created between a time fr…
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Report to do with Chat handle times.Content Hello everyone! You all were so helpful last time, maybe this will be a winning shot again. I am looking for an OOTB report that Will tell me how many chats were…User_2025-02-03-19-20-35-072 24 views 3 comments 0 points Most recent by User_2025-02-03-19-20-35-072
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I need a list of complete report and analytics for Oracle Service Cloud with detailsContent Hi, for a client RFP, I need a complete list of reports and analytics for Oracle Service Cloud. Besides that, I need some details about each report, for example …
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Report shows no value when something is added from "Add New"Content Hi All, In Incident workspace, I have a custom tab which shows a report. When I click on Add New in the custom tab, it's workspace opens and I enter some data. W… -
How could identify the field, whether its used in report or notContent Hi All, I need to identify the field, whether its used in report or not? because there are several reports, If I check that manually it will take lot of time So … -
Measuring Agent Transactions for Incidents - Best PracticeContent What is the best practice for measuring your agents productivity when responding to incidents; response sent or status change? Depending on which filter is used … -
Calculate Time Elapsed, excluding Close of Business HoursContent Hello! I am trying to add a new column to a queue report, which our agents use to view all tickets in a particular queue. I would like this new column to calcula…
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Report on answers read by agentsContent Hi there, Have created a report that should show the answers that have been read by agents (using the Customer Portal). What happens is that we created a customi… -
User Login Activity - BUIContent When agent logs into the console application an User Transaction of type login is recorded. But this doesn't happen when the agent logs in through the Browser UI… -
Previously assigned accountContent Hello everyone, Is there an expression in Data Dictionary of any table that can "bring" to a report's column the previously assigned account of an incident? Than…User_2025-02-03-19-48-43-179 37 views 3 comments 0 points Most recent by User_2025-02-03-19-48-43-179
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Escalated Reports and ChartsContent Hi All, i have situation where i want to show the Escalated reports and charts of incidents. How can we acheive it ? Thanks and Regards, Ali Version Oracle Servi…