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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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 -
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
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Reporting on Categories by IDContent I have created the simplest report to try to just see what ID's are associated to each Category. I'm trying to troubleshoot some code that is calling the incorre…
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On incident workspace, I want an report of all incidents for this contact, that I can click to open.Content On an incident workspace, I want to show all existing incidents for the contact associated with the incident. I have that working, where the filter is incidents.… -
Multiple Expressions in 1 Definition - Same Day ResolutionContent Hello all, Looking for some assistance and I am stumped. I want to build report definition that tells me if the incident was created and closed in the same day f…User_2025-02-01-08-53-30-666 38 views 3 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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Answers Created & Updated reportContent Hello all - We have several employees who propose answers in Oracle, but only 3 publishers who make the answer changes go live on the site. I need a report to sh…User_2025-02-01-08-18-48-897 19 views 2 comments 0 points Most recent by User_2025-02-01-08-18-48-897
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Formatting large numbers in Grid widget outputContent Hi all. I am using the Grid widget to output some report data, but the numbers being output are not honouring the report column formatting. How do I format large…User_2025-02-01-08-58-47-501 22 views 0 comments 0 points Most recent by User_2025-02-01-08-58-47-501
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Monitor client waiting time in chat session in Real TimeContent Hi, We know that there are some configuration verbs (FIRST_WARNING_TM / SECOND_WARNING_TM) that flags the agent workspace of an active chat session in yellow/red…
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Current Logged in a report filterContent Hi All, I'm trying to validate in a report filter what profile has the connected user, and depending on the current profile to show more rows o not. Is it possib…
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List of cases which is SOLVED less then FOUR hours since creationContent Hi All, Need some help in the reporting part. I want the total count cases which is SOLVED less then FOUR hours since creation? I want the total count cases whic…User_2025-02-03-19-26-34-681 24 views 4 comments 0 points Most recent by User_2025-02-03-19-26-34-681
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Contacts that Viewed Answer or Answer Viewed by ContactContent Hello, If we forced all users to log into our Knowledgebase could we generate a report with the following output Answer ID, Question, Date Viewed, Contact Email?…User_2025-02-03-17-08-02-219 41 views 1 comment 0 points Most recent by User_2025-02-01-08-58-47-501
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Possible? Show "Fill Inbox" command only if Inbox is empty (no unresolved incidents assigned)Content Dear Community, I have a question please. Is it possible to show the record command "Fill inbox" in a custom report "My Incidents" (Inbox) only, if the inbox con…User_2025-02-01-08-18-39-349 43 views 2 comments 0 points Most recent by User_2025-02-01-08-18-39-349
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Use comparison value to compare a single day with a range?Content Hi, I'd like to make a report that compares the number of chats in each 1 hour interval of a day, with the average number of chats in the same intervals of the p…User_2025-02-03-16-16-36-032 38 views 2 comments 0 points Most recent by User_2025-02-03-16-16-36-032
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Incidents with attachments showing multiple times.Content Hi, I have a report that shows all Incidents in all Qs. What I I am adding is the paperclip icon that is displayed next to the incidents that contain attachments…User_2025-02-03-16-51-39-328 52 views 1 comment 0 points Most recent by User_2025-02-03-16-51-39-328
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Column shrunk to 0 width, can't select it to increase it!Content Some of our staff are keen on a lot of columns in a report so that they can see them all once it's exported, this means that sometimes column widths accidentally… -
Exception Alerts to Assigned AccountContent I have 2 exceptions on an Incident report that fire when an Incident hasn't been updated in either 3+ days or 7+ days. Is there a way to send an alert to the age…User_2025-02-03-16-48-16-590 15 views 2 comments 0 points Most recent by User_2025-02-03-16-48-16-590
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create search report for multi match contacts in oracle righnowContent how to create search report for multi match contacts in oracle righnow? Version Oracle Service cloud- RightNow