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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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… -
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…
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Total surveys sent by monthContent I know how to get total surveys sent, but I'm struggling to break that down by month. Any suggestions? -
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 32 views 6 comments 0 points 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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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 26 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 33 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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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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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 25 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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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 24 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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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 …User_2025-02-01-07-03-13-295 24 views 0 comments 0 points Most recent by User_2025-02-01-07-03-13-295
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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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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 81 views 2 comments 0 points Most recent by User_2025-02-01-08-49-58-624
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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
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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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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 … -
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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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. RegardsUser_2025-01-29-00-47-12-825 18 views 2 comments 0 points Most recent by User_2025-01-30-19-06-33-073
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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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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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Hide columns & Update field - REST API callContent Hi, I have a requirement where an external system needs to pull certain information from OSvC on a daily basis. I was planning to create an Analytics report with… -
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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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 '…User_2025-02-03-19-54-25-485 54 views 0 comments 0 points Most recent by User_2025-02-03-19-54-25-485
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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…User_2025-02-03-18-15-20-995 40 views 0 comments 0 points Most recent by User_2025-02-03-18-15-20-995
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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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How to build a report to track "missed" toasts?Content I want to be able to see how often an agent is missing toasts. That is, how often an agent will let the toast message pop (3 times) and ignore it all three times…
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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…User_2025-02-03-16-51-39-328 48 views 9 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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How to report on answers viewed external or internallyContent Hi. I would class myself as relatively new to reporting. Is there a way of reporting on whether an answer/article in the knowledge base has been viewed externall…User_2025-02-03-18-41-51-097 45 views 6 comments 0 points Most recent by User_2025-02-03-23-58-03-342