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Reporting & Analytics for B2C Service
Discussion List
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Filter out contact list by disposition of last incidentContent Hello, I’m completely new to Rightnow and don’t have a development background. I’m working for a charity and slowly picking things with a lot of help from this f… -
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… -
External Screen Pop Port Field MissingContent Hi, I am looking to create a report that shows what values we currently have assigned for each agents External Screen Pop Port. The field shows up in the Account…
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Filter Not Using IndexContent Hello All - I have a report containing a single table (thread) and a single required runtime-selectable filter (threads.entered >= ****). Analyzing the report re…
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Create incident from "Social Monitor" report and assign productContent When we create an Incident from the "Social Monitor" report, there is not a Product assigned. Can these reports be edited or changed to accomplish this or do we … -
How to embed logs in reports?Content Hi All, I would like to embed logs inside reports. I have a standard report by name - Web Visits and has come custom script embedded inside it. Would like to pri…Pramod Vasudeva Murthy-80436 32 views 8 comments 0 points Most recent by Pramod Vasudeva Murthy-80436 -
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 in
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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… -
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…
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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…
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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… -
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… -
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…
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Record Limit 10000Content Is there a way when pulling reports to set my Record limit to a higher setting? I'm really wanting to put this record limit to 50,000 or even 100,000 per page...…
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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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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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Analytics/Reporting Functions With ExamplesContent Hi, I have been creating reports in the RightNow CX by using the functions but most of the times its hit & try because I can’t find list of all functions with th… -
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 … -
A Way to Add Notes to Custom ReportsContent We have a LOT of reports that have been customized. Is there a way to add notes about the report (why it was created, when, who requested and other pertinent inf… -
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…
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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… -
Report to show customers new to ChatContent Hi everyone! Can anyone think of a way to report on customers that are new to chat? We currently do not require that our users log in to our site (that will be c…
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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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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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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…
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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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Include Group ID in Expression?Content I have a report that includes: * opportunities.created_by * transactions.acct_id I'd like to filter the 'transactions.acct_id' column by 'accounts.group_id'. How… -
Trouble with LIKE operator in filter expression.Content I'm experiencing something which I can only describe as odd.. I'm attempting to use a variable in conjunction with a LIKE operator in a report filter. Expression…
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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…