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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.
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Reporting & Analytics for B2C Service
Discussion List
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Modify filter to apply multiple like operatorsContent Hi all, I want to extend a report filter to return values for multiple cases as follows: Suppose in firstname filter, when customer types "alex" I want to return… -
Report to pull chat in 15 minute incrementsContent Hello everyone, Brand new to the board here but I have a question that maybe someone can help with. I am trying to make a report that will show me chats offered …User_2025-02-03-22-26-24-900 15 views 1 comment 0 points Most recent by User_2025-02-03-19-31-14-086 -
Dynamically passing filter values using custom scriptContent Hi Gurus, I am able to fetch filter value of report into custom script using below syntax. $ value = $params["search_args"]["search_field0"]["val"]; But my requi…User_2025-02-03-19-32-04-846 59 views 1 comment 0 points Most recent by User_2025-02-03-17-50-44-097
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Hide Rows While Using Date_GroupContent I have an interval report that has a row for every hour of the day (column A). I'd like to hide the rows where column B is null. I'm able to do this until I use …User_2025-02-03-16-48-16-590 42 views 11 comments 0 points Most recent by User_2025-02-03-19-31-14-086
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Drilldown links not working in custom reportContent Hi, I have created a report which tallies up agent productivity over a specified time frame. There are 5 columns which each have a drilldown level associated to … -
Search effectivenessContent Hello, I'd like to report on a few things to see how effective our search is. All I can find as standard reports list the keywords. We use those too but I need a…User_2025-02-01-07-03-13-295 26 views 7 comments 0 points Most recent by User_2025-02-01-07-03-13-295
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visitor_pages data retentionContent Hi, When I checked the visitor_pages table in my report, only data from the past two weeks is available for this table. Is that the expected behavior? Is it poss…
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How to show Queue IDs?Content Hi All, This is a very generic question but I do not know the answer. How do we show only the IDs in report? For eg - fields of Incident Queues, Status and menu …User_2025-01-30-19-06-33-073 22 views 4 comments 0 points Most recent by User_2025-01-30-19-06-33-073
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Is it possible to see if a customer has received / opened a reply to an incident?Content We have noticed an increase in customers who say they have not received a reply to their question, even though a reply has been sent. We advise to check spam/jun…
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Issues with 'Create to Initial Response by Agent' reportContent Hi, I have created a report which gives us the date an incident was created along with the initial response time and a calculation of how long that time was. How…
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Files attached to Answers: Number of downloads?Content I know that you can run a report to find out how many times an answer was hit within any particular amount of time, but does anyone know if there's a way to dete…User_2025-02-03-17-24-26-229 23 views 2 comments 0 points Most recent by User_2025-02-03-17-24-26-229
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Export data from a Drill down reportContent Hi all, I am using a drill down report which show data based on a fliter and group filter (level) My requirement is to export all the drilldown data which is not…
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write to incident from custom script in analyticsContent Hi Ive setup established comms in the custom script editor of analytics as follows require_once(get_cfg_var('doc_root')."/ConnectPHP/Connect_init.php"); initConn…User_2025-02-03-17-27-14-764 53 views 3 comments 0 points Most recent by User_2025-02-03-17-27-14-764
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Survey results in an Incident tab.Content I'm trying to figure out how to display the results of "msg_lookup('VIEW_RESULTS_CMD')" in an Incident tab, but so far I can find no mention of either msg_lookup…User_2024-12-17-19-29-03-440 61 views 3 comments 0 points Most recent by User_2024-12-17-19-29-03-440
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Get report data between a specific timeContent Hi all, How can i get the list of all the incidents created between a time interval everyday for a week (say from 7am - 7pm) I tried and but every time i have to…User_2025-02-03-19-34-17-802 28 views 6 comments 0 points Most recent by User_2025-02-03-19-34-17-802
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Incident Alert Report - Comparing Today vs. Past Submit Rates - Analytics Cookbook RecipeContent Incident Alert Report Compare Today's Incidents Author: Bastiaan van der Kooij Independent Oracle Service Cloud Consultant Difficulty rating: (Advanced) Target p…User_2025-02-03-19-30-01-975 109 views 4 comments 5 points Most recent by User_2025-02-03-19-30-01-975
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Exporting Hidden ColumnsContent Hi We are generating reports, with hidden columns, is there anyway to print or exporting them without un-hidding. I thought i read about this before but i can no…
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Insert value into field using Custom ScriptContent Hi All, I have a requirement for a report that calculates a value based on some pre-populated fields in the database and then inserts that value into a custom fi… -
Trouble using incidents.search_thread to match multiple termsContent Hi, I'm trying to set up a report to locate incidents where certain phrases have been used. I have several phrases I'd eventually be able to locate, but the exam…User_2025-02-03-16-16-36-032 34 views 11 comments 0 points Most recent by User_2025-02-03-16-16-36-032
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Detailed Contact Editor ReportContent I'm looking to create or modify an existing report whereby I can see which agent has edited what and when on a contact record. The current report that is in use …
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Conditional Formatting based on System Date to capture current weekContent Hello-- I'm creating a report where I need to define dates into buckets within the column. I have Assigned Account, Due Date, Count of Ref.No. as my three column…User_2025-02-03-19-37-18-427 50 views 3 comments 0 points Most recent by User_2025-02-03-19-37-18-427
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Assigned byContent I want to add a column to my queue report that will show me who was the incident last assigned by (basically who assigned the incident to me). Keeping in mind th… -
Answer Effectiveness Macro View - Analytics Cookbook RecipeContent Answer Effectiveness Macro View Author: Joe Landers Oracle Service Cloud Difficulty rating: (Basic) Target persona: Chief Customer Office, VP Operations, Busines… -
Missing results for non ticket closersContent HI all I am created a report of my team, the report contains “SA”, “number of tickets closed” based on a date range. The issue i am having is, I only get SA’s th…
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KB Effectiveness report article effectiveness through timeContent Hello, I was wondering if anyone has created a report that allows the comparison of the effectiveness of articles through time, i.e., 2015 vs 2016, etc? Version …
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Filtering against Logged In Account FieldsContent I think that this may be one for Kenny T's expertise. I am looking to create a report which it to pull information from the logged in account and use it as a fil… -
File format and extension of "file name" don't matchContent When we schedule reports in the format of Excel Attachment, we always receive an warning when opening in Excel. The error reads that the file format and extensio…
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products with no incidentsContent I'd like to get a report that list products that do not have any related incidents. Any ideas?
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Show Errors from Custom Report ScriptContent Is there any way to see the errors generated by a custom report script somewhere? I saw a few posts that said this was possible, but I couldn't tell if they were… -
Adding custom text above search fieldsContent Hello dears, We're creating a custom Contacts search report and we were wondering is it possible to include a text above the search fields when searching? Basica…