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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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… -
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 -
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… -
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…
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Variable within a variableContent I'm trying to build a report with rather large amounts of merge text in the fields and so using variables for some of it (type=replacement value). What I could r… -
Chat ReportContent Hey guys and gals, I was wondering if you all knew of a OOTB report that allowed me to see when agents were available or not available during a specific time fra…User_2025-02-03-19-20-35-072 23 views 6 comments 0 points Most recent by User_2025-02-03-20-01-41-735
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Report to show only Tickets from Contacts w/ Multiple Open TicketsContent I am rather new to building custom reports, so please bear with me if I am not using correct terminology. I'm attempting to make a report that only shows tickets…
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Report in Workspace of object whose ID is being used by WorkspaceContent I'm having a hard time achieving this one and I'm hoping it's really something silly that I'm overlooking. Here's my situation. We are using the Opportunities mo…
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Report Expression - Fowarded IncidentsContent Hello, I'm trying to get a visual marker on incidents that have been forwarded. I know I'm supposed to use transactions.trans_type in the report expression, but …
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Hw do you find the original contact of an incidentContent Hi, We have some incidents that are saved under a default email if they are unable to login on our pages. The agent then helps them, and reassigns the incident t…
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variable in the subject of a scheduled reportContent Hi all, does anybody perhaps have a solution to the following issue? I set up a report, and I schedule that for a particular time per day. However, to differ bet…
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Show English summary for meta level reportContent Hi, We have 20+ interfaces using different languages. For content maintenance we run reports by meta so we can see if a meta answer is effective, etc. At the mom…
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Expresssion guidance - Syntax for ORContent Hello, I'm looking for some help or guidance on where I can find the syntax for writing more complex expressions for column definitions, making custom reports. U…User_2025-02-03-22-21-24-745 23 views 2 comments 0 points Most recent by User_2025-02-03-22-21-24-745
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Finding all reports where Add-Ins are usedContent Hello, Does anyone have a recommendation on how to find all reports that have a linked action to an Add-In? Thanks, Cheryl Version Service Cloud Feb2016User_2025-02-03-20-25-53-517 22 views 2 comments 0 points Most recent by User_2025-02-03-20-25-53-517
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How to display knowledgebase by Keyword only not by PhrasesContent I am trying to set up knowledgebase in a new way where Answers are grouped into sections. To do that, we removed all keywords, and replaced them with 1 keyword. …User_2025-02-03-20-38-38-926 23 views 3 comments 0 points Most recent by User_2025-02-04-10-01-39-775
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incidents table not showing latest resultsContent Hi, When I query the inbuilt report "incidents" I can see a lot more incidents created sorted by the creation date desc. But when I try to create a new custom re…
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Article Helpfulness Rating BenchmarksContent I recently moved into a role where I'll be using article helpfulness ratings as a component to drive our organization's self-service strategy, and I'd like to ge…
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Is there an Out of the Box report to see chat transfer volume?Content Hoping someone can shed some light into if there are any OOTB reports available to see chat transfer volume from one queue to another queue? If not, how else do …User_2025-02-03-17-18-46-485 35 views 3 comments 0 points Most recent by User_2025-02-03-19-34-11-405
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Failure Summary/Details for Scheduled Reports?Content Has anyone used this report? I'm trying to see if there is a way to capture "SCHEDULED" reports that have failed within a set time frame. This OOB report appears… -
Getting agent profile to Queue AssociationContent In our application, we are using the following RESTful API to retrieve a user account. https://ppppp.rightnowdemo.com/services/rest/connect/v1.3/accounts/7 Our g…User_2025-02-03-17-35-22-635 45 views 1 comment 0 points Most recent by User_2025-02-03-22-20-20-973
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Exception report when incident updated X timesContent Hi everyone I would like to create an exception notification (ideally sent by email) when any incident is updated X times (probably 2) by the customer. I would l…User_2025-02-01-08-29-25-648 27 views 1 comment 0 points Most recent by User_2025-02-03-22-20-20-973
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Report showing incidents closed by agent vs incidents closed via Multi-EditContent Hello! I want to create a simple report that lists incidents closed by agents vs by incident multi-edit. I am aware of the Audit Log report and tried to reverse …