Reporting & Analytics for B2C Service
Discussion List
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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 … -
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… -
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… -
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 (… -
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. -
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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Report on Workspace Button ClicksContent If a button control is added to a workspace, is it possible to report on which agents clicked the button? Thanks! -
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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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… -
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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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 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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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… -
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… -
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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Report Width - ScrollableContent I have several reports that have a lot of columns. These reports squeeze all the columns together to fit in the screen rather than give me the best fit and a scr… -
Unable to Adjust Report WidthContent Hi All, I am having an issue with one specific custom report where I cannot increase the overall width of the report - when I add new columns, all other columns … -
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… -
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 … -
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 … -
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… -
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…
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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…
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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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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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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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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…