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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Remove Duplicate Records from ReportContent Hello, I have a custom report which contains some duplicated Incidents (IDs and lookupName) because of the resolution time (screenshot attached) how can I show o…User_2025-02-03-19-45-39-179 60 views 4 comments 0 points Most recent by User_2025-02-03-16-51-39-328 -
How to intercalate interval fieldsContent I'm doing a report with the incidents of a certain period using year/month to group the date field. I also want to show the percentage side-by-side with this fie…
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Cannot Nest Aggregate Function or Use On Aggregate ColumnContent Hi all, I am trying to create a dashboard that will give information based on incidents that were manually categorised vs what goes through our automated categor… -
Display duplicate incidents (emails) from the queueContent Hi, I am quite new to reporting so I hope my question will not be too trivial. I am trying to create a report that would show only the incidents in our Qs that c…User_2025-02-03-16-51-39-328 37 views 9 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Creating custom report with queue and categoryContent Hi. We aren't very skilled in Oracle and have been reviewing all of these documents but were still having issues creating a report. We don't know how to get what…
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See how many incidents an agent has closed?Content Is there a report created or we can make (which fields?) to see which agents closed (resolved) how many jobs, taking into a consideration that an agent may not h…User_2025-02-03-19-49-57-702 35 views 3 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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Highlight current asset within an incident when contact has multiple assets.Content I am trying to highlight the asset that is assigned to the current incident when the contact has multiple assets. We have many contact records that have multiple…User_2025-02-01-08-41-50-757 16 views 4 comments 0 points Most recent by User_2025-02-01-08-41-50-757
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Live incident servicing time calculationContent I am unable to generate live report on the servicing time similar to milestones report since the incident performance report only generated overnight. Anybody ab… -
Need Chat Agent Response Time on reportContent Hi there! We use chat extensively and we us the auto-response to say,"Thank you for using Live Chat. This is Corine, how may I help you?" I need a way to find ou…User_2025-02-01-08-18-48-897 30 views 4 comments 0 points Most recent by User_2025-02-01-08-18-48-897
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Select Join - allow different type of joinsContent Looking at https://cloudcustomerconnect.oracle.com/posts/66caf8788a - wondering if this was put in or there is a workaround? I currently want to pull all survey …
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How to create a report on Custom FieldContent Dear All, I am looking for detailed information, if anyone can share, i have a requirement which goes like this: Similar to Status Field in incident Workspace ( …
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Creating a report for Custom FieldContent Dear All, I am looking for detailed information, if anyone can share, i have a requirement which goes like this: Similar to Status Field in incident Workspace ( …
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Report column which has mathematical functions doesn't get refresh when data changes in an editorContent I have report to show child record detail inside Incident workspace. Have enabled refresh report if data changes in editor. One of report column has calculative … -
count combined with ifContent Hi all, maybe I am thinking too complicated, but there is a challenge I have currently no solution for: I am trying to count records with an if condition. That i…
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Query of CustomFieldsContent I have a custom field in Orgs, which would like to have a search only of this field with distinct, because if it is many records, the query is not running. Any s…User_2025-01-28-01-20-07-657 39 views 2 comments 0 points Most recent by User_2025-01-28-01-20-07-657
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Hide recent dataContent Hi, In the report search page how I can hide the recent data section, find the highlighted area in the attached image.
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Report Schedule Management - "sent from"Content The new Report Schedule Management feature is a very helpful feature. We are however currently struggling to see who the report is sent from. Does anyone have an…
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Get multiple answers in one row for feedbackContent Hi, We have a survey with 3 questions something like: * Why did you leave this feedback? (Several checkboxes) * What rating do you give? (Several radio buttons) …
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Agent Reports for Incidents and Chat created today by hourContent Does anyone know if there is a report available that can show me: 1. Incidents & Chats that were created (Today) by hour. 2. Which agent picked up/resolve the in…User_2025-02-03-18-52-34-989 28 views 1 comment 0 points Most recent by User_2025-02-03-17-19-59-884
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meaning of threads.seq - and howto filter on itContent Hi all, I've got a small challenge: I try to filter out the 1st contact of a customer within an incident, and my intention is to use the threads.seq field. My as…User_2025-02-03-17-17-22-167 32 views 5 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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Limit the number of records to 5 in a reportContent Hi All, I am trying to limit a report such that it should show only 5 records. I have a custom object called bill with bill date, bill number etc as fields. My r… -
Incident Counts for Historical Reporting ChangingContent I'm scratching my head over here. I have a very basic report (definition image attached) that I have been using to look at month over month trends since we start…User_2025-02-03-16-43-35-294 14 views 3 comments 0 points Most recent by User_2025-02-03-16-43-35-294
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Top align rich text in custom reportContent Hi, I am facing problem in making rich text top align in custom report. In custom report, if you use plain text you will see it all run together but if you are u…User_2025-02-03-20-08-03-425 30 views 2 comments 0 points Most recent by User_2025-02-03-20-08-03-425
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How can I create a report that shows all answers with no review date?Content I'm trying to set up a report that shows all public answers in our Knowledge Base that do not have a review date set. I would have thought that a filtering on an…User_2025-02-01-08-35-57-502 29 views 2 comments 0 points Most recent by User_2025-02-01-08-35-57-502
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Clickstream Report by Contact for Workspace ReportContent Hello All, I am looking to use the standard Clickstream report that we have and I want to be able to pull the Browser and Version for each user into a separate r…User_2025-02-01-08-40-26-447 24 views 5 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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Letting Users See Attachments from a ReportContent Hi all, We have a daily report wherein customers can send in screenshots to us showing a bug in our game. We have this report auto-email interested internal user…User_2025-02-03-18-33-19-109 18 views 2 comments 0 points Most recent by User_2025-02-03-18-33-19-109
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Errors Downloading Cookbook zip filesContent Hello, I tried downloading three different files (Top Keyword Trend, Answer Effectiveness and Answers Not Used) on Chrome and IE on two different computers - one…User_2025-02-03-18-27-59-584 22 views 2 comments 0 points Most recent by User_2025-02-03-20-10-42-447
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In a nested rollup, display average of lowest levelContent I have a chat report that I have rolled up by Agent and then under each agent, I did a 2nd rollup by the Interval type, So I have two areas, Time as Lead Agent a…User_2025-01-31-02-50-15-254 16 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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Sumifs/Countifs Function?Content Hi there! I am trying to count something in a report that meets criteria in two different text fields. For example, the formula I would use in Excel would be: co…
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Report to show number of answers proposed by an accountContent Hello , There is scenario where i am trying to create a report which shows the number of incidents solved, unresolved and answer proposed by a particular agent/ …