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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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… -
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… -
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…
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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 … -
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 … -
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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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 Feb2016 -
High number of declined chatsContent HI, We have a report which queries the "Account Queue Statistics" report and fetches the Interactions Declined for a particular time period. We found that this n…
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Lookup values in report filterContent I want to create a report where I select an account from a drop-down and where RNOW displays the number of incidents closed by that account + the number of incid…
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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… -
How to easily monitor customer portal users' web visit activity when an incident is NOT involved?Content Is it is possible to view customers' use of our customer portal per visit, regardless of whether they submit a question or initiate a chat? I'm familiar with the… -
Dashboard Charts Do Not Display Correctly In Scrollable ModeContent I am trying to create a report that has a tab with multiple charts in the same tab. When I use the Screen Display option, the chart correctly fills the width of … -
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 …