Reporting & Analytics for B2C Service
Discussion List
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Distinct Records in Consolidated DashboardHi, I have 2 reports with same columns & filters from different tables. I want to combine into one report. I am using Consolidated Dashboard option with distinct values … -
Looking for a way to run an article history from AnalyticsSummary: I am trying to create an article-history in Analytics, much like the history shown in the knowledge advanced editing-tool. Started out with creating a report ba… -
Turn Around Time calculation with 60/60/10.5 Extending Response TimeSummary: I'm trying to extend the response times to incidents. Not able to find anything in any forum that can assist. As example what I'm trying to accomplish here is w… -
Incident's assigned account email addressHi, I'm using Accounts table to get the email address of the agents assigned to incidents. However, the email address being pulled per case/incident don't show the email…
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Workspace BUI Report, Action Links not showing in BUISummary: I build a report that I decided to add Action Column with link to View and Open. Neither is showing in the BUI? Content (required):Workspace report, Action colu…
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Problem with @hspnumtostringSummary: Our script begin erroring out all of sudden with the portion represented below. This is a Rule that is calculating expenses for payroll and aggregating it up to…
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Help with report creation to trace the queue from client on Right NowSummary: Hi! Well, I'm are trying to assemble a report in Right Now that followed the history of queues that a chat went through, containing the source and destination q… -
How to search for message-idSummary: How to search an incident using message-id Content (required): I have an incoming email that did not create an incident. An agent helped me and found an existin…B2C Service Support Customer Inquiry -Oracle 31 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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Blank space shrinking report record listSummary: The report is showing a blank space shrinking the list of the records list Content (required): The customer is not able to show/display the list of records of t…B2C Service Support Customer Inquiry -Oracle 31 views 2 comments 0 points Most recent by Nika Gerson Lohman
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Doubts about report creation on Right NowSummary: Content (required): When working on a customized report I am having difficulties to see a specific key displayed as a column and/or filter. Version (include the…
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Hide "New Contact" button from contact search reportSummary: Customer would like to hide the "New Contact" button that appears when they add a contact field to an Incident workspace and it's assigned to a Search Report. C…
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Archived Incidents transaction reportingSummary: Reporting on Archived Incidents access usage stats using transactions table Content (required): Has anyone had success reporting on Archived Incidents access us…
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Get a list of documents information from report.Content (required): Hey Guys, I am in the process of cleaning up Oracle's document which lives in Document Explorer. And since we have a lot of document, I wonder if the… -
Mailing Name and Document Links with Attachment Report not showing in the BUI?Summary: I build new Outreach Report for Representatives to view in a workspace in the BUI. I'm using the mailings table with the rest. For some reason the inner join pu…
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Can I Find Who Deleted Records From SystemSummary: Who deleted a contact record and when Content (required): there was contact with contact id xxxxxx that was deleted by someone.Can you please let us know when a…B2C Service Support Customer Inquiry -Oracle 61 views 1 comment 0 points Most recent by B2C Service Technical Support-Oracle
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Help with If statementSummary: Help with If statement Content (required): Hello, I'm trying to update the column of a report with this logic - If the count of the answer views is great than 1… -
Dashboard Report to pull today only closed incidentsSummary: Daily Closed with Drill Down Level Report. Trying to make it to pull only current date closed with relative since is Dashboard Report and no filter should show …
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Remove Closed Incidents from Report ViewSummary: I have added report, where representative closes the incident, but the incidents stays in the report and is visible. Is it possible to remove the incident from …
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System Report OptimizationSummary: I have report that is prebuild (before my time). Is working in the console but not in the BUI and currently trying to find ways to rebuild or filter it to show …
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All Incidents column showing with Multiple Duplicates inc_performance inner join incidents tablesSummary: I have two level report with a variable date_format(incidents.closed,$date_format) that groups by incident.closed. I have two reports build the same way and the…
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Is there a report that can count no. of E-mail interactions in the communications thread?Summary: Hi Experts, Is there a report or is it possible to count the number of e-mail interactions or e-mail exchanges from the customer to the Agents? I just need the …
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All Incidents column showing with Multiple Duplicates inc_performance inner join incidents tablesSummary: The report consists of two levels the top level has All Incidents column: "count(incidents.closed)" that is counting incidents outside of the timeframe while th…
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How to count different option from 3 different custom columns in CHATS ReportsSummary: Report table incidents inner join with contacts. I already added filters to show all by contact. I tried adding additional filter/s but is not letting me and th…
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Variable based on Employee logged inSummary: We believe we need to use a variable based on who is logged in to the system so we can detemine the type of work Content (required): A team wants to use Tasks a… -
how can i have todays date in Oracle broadcast emailSummary: Content (required): Version (include the version you are using, if applicable): Code Snippet (add any code snippets that support your topic, if applicable):
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Reporting on Answers where agents have NOT createdSummary: Ability to search for Agents that have NOT created an answer. I have a report that looks at the Answers table and it has the Creator field and Year Month with a…
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My Queued ReportsSummary: I have a report that are stuck in Processing state, so I beleive this is stopping me from running this report again. Content (required): How can I delete the re…
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outer join with WHERE NOT EXISTS statementContent Hi, I'm looking for a way to configure a report with an outer join and the WHERE NOT EXISTS statement (known from native SQL). Sadly I do not find a solution. Th…
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My array for $exit_obj does not display all the dataSummary: I'm using custom script to export the data into an array, manipulate it and dump it back into the $exit_obj. However, when the data is displayed - it does not d…
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Can the note filed from the threads table be processed as a string?Summary: I have some content in the threads field, and i want to split it apart in to separate strings for a report. However every function i use says its expects a stri…