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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How You Can Contribute to the Analytics CookbookContent Do you like the Analytics Cookbook? Are you picking up some new skills? Do the use cases have you thinking about new reporting possibilities you previously had n… -
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… -
Filter out duplicate reference numbersContent We have a report that displays the Reference Number, status, created by, assigned to, details (Custom Field) and date created. We have run into a situation where…User_2025-02-03-17-15-57-451 35 views 4 comments 0 points Most recent by User_2025-02-03-17-15-57-451
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Formula to subtract one column total from another column not working if one is zeroContent I want to create a formula that calculates chats offered minus chats abandoned inUser_2025-02-01-08-49-49-892 30 views 4 comments 0 points Most recent by User_2025-02-01-08-49-49-892
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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… -
Consolidated Dashboard - Analytics Cookbook RecipeContent Consolidated Dashboard Rolling up various KPI metrics in a common view Author: Mehrzad Kootar Difficulty rating: (Intermediate) Target persona: Managers, Supervi… -
Importing Analytic Cookbook RecipesContent Hello, I'm having issues importing the xml files from the Analytic Cookbook Recipes. I keep getting the attached error. Is there something that I'm missing? Vers…User_2025-02-03-22-35-27-600 58 views 1 comment 0 points Most recent by User_2025-02-01-08-58-47-501
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Filtering out old recordsContent hi all, I am stuck with creating a report based on data on a custom object. The custom object is related to opportunities table where we keep the history every t…User_2025-02-03-20-11-07-340 24 views 3 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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Top Keywords Trend - Analytics Cookbook RecipeContent Top Keywords Trend Show the trend of todays most used keywords Author: Bastiaan van der Kooij Independent Oracle Service Cloud Consultant Difficulty rating: (Adv…
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Need Customer's email instead on Full Name in chats_rtContent Hi, We have a requirement of presenting the email address instead of the full name in the Chats - Real Time report. Kindly let me know how I can do that, since t… -
Setting the conditional formatting for a whole row rather than just a particular cellContent Is it possible to use conditional formatting in a report to highlight an entire row if a column in a row has a particular value? It seems like I can only format …
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Calculate Last Assigned to first Changed StatusContent Looking at the inc_performance.intv_type I only can find the "Last Assigned to Final Resolve". But not Last Assigned to Status changed. I like to calculate the t… -
Scheduled report for Application ErrorsContent Hi Team, Is there a report that can be scheduled to administrators whenever an application error occurs in the system? Regards, Sylvia
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KCS Answer Citations By Author - Analytics Cookbook RecipeContent CITATIONS BY AUTHOR Knowledge-Centered Service (KCS) Author: Jeff Elser Difficulty rating: (Basic) Target persona: Authors, Managers Ingredients: 3 Tables (answe… -
KCS Answer Citations By Group - Analytics Cookbook RecipeContent CITATIONS BY GROUP Knowledge-Centered Service (KCS) Author: Jeff Elser Difficulty rating: (Basic) Target persona: Authors, Managers Ingredients: 4 Tables (answer…
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Sorting Reports by YearContent Hello dears, We have a custom incidents report that needs to be sorted by latest incident created on top. I've clicked the small arrow next to the creation date …
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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!User_2025-02-03-16-48-16-590 15 views 5 comments 0 points Most recent by User_2025-02-03-16-48-16-590
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How can I add the Report ID to the report?Content Hello everyone! I need a way to add the report's ID # to the report. I am dealing with hundreds of reports and in the process of cleaning them up. However, havin…
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Pop up report with Quick Search abilityContent We use popup report by URL for integration with CTI. CTI call a URL with parameters of report id and contact phone number, which is defined as a filter in the re…User_2025-02-01-08-56-24-846 14 views 0 comments 0 points Most recent by User_2025-02-01-08-56-24-846
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Need a way to exclude holidays from my weekly incident volume averageContent I have a custom report that contains these columns : Week start: date_group(stats.stat_date, $date_grp_param) Total chats: sum( stats.new_incidents ) Daily Avera…User_2025-01-28-05-44-49-224 24 views 0 comments 0 points Most recent by User_2025-01-28-05-44-49-224
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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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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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Like Operator in Report Filter not working properlyContent Hello dears, I am facing a similar issue to this post: https://cloudcustomerconnect.oracle.com/posts/871dfd2de0#170712 whereby I need my search filter to return …
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Display Organizations based on the total number of open casesContent I would like to display Organizations that have 5+ open cases on a report. Is this possible? Right now it displays all the Organizations based on my other filter…
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Parameter values not filtering correctly in Dashboard with multiple tabsContent Hi all, I want to build a dashboard with a number of tabs. Each of the tabs contains exactly the same report and one filter. Ideally I can run a dashboard that o…User_2025-02-03-20-00-10-537 28 views 0 comments 0 points Most recent by User_2025-02-03-20-00-10-537
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Report on Elements Used in RulesContent We have some intense rules that say if a certain Disposition is in a incident, do something with it. I want this information to be more public and to be able to … -
Number of Incidents Created by Source UniqueContent I'm needing to create a report that counts the number of incidents created by source. The sources are AAQ, Phone and Email. BUT the email is not using the techma…
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Report to show agents who click YES to PROCEED_WITH_BLANK_RESP_MSGContent Hello Everyone, Every year when we ramp up for our busy season and hire lots of temp agents, we run into an issue where agents send blank responses out to our cu…
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Social Monitor SLA's - Analytics Cookbook RecipeContent Social Monitor SLA's Measuring Social Agent Effectivness Authors: BenFisher Oracle Service Cloud Developer Danette Beal Oracle Service Cloud Sr. Product Manager … -
All threads for an incident in a single line - with a twist!Content Background: Someone deleted a contact which in turn deleted the incidents and threads associated with it. You've got a choice of paying OCS to restore the data o…