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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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…User_2025-02-01-08-18-48-897 35 views 5 comments 0 points Most recent by User_2025-02-01-08-18-48-897 -
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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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… -
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 … -
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…
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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…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 … -
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 … -
KB Analytics presentation from Texas User Group meetingContent KB Analytics presentation from TUG meeting
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Understanding Trends from ThreadsContent This holiday season I have been busy trying to find issues based on what customers are emailing and chatting with us about. I been successful in the sense that a…
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Display No.of Incidents ColumnContent Hi, In Contact Workspace, there is an Incidents sub-tab that will show the list of incidents associated with that Contact. Now, I want to display a separate colu…User_2025-02-03-19-42-50-441 28 views 4 comments 0 points Most recent by User_2025-02-03-19-42-50-441
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Combine a custom Yes/No field to an existing Exception ExpressionContent Hello, Currently in several of our reports related to incident, we have an Exception that changes the type of a row in the report if the incident has been Escala…
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Basic incident report containing the agents "Last Response".Content I'm creating a report that shows open cases, and want it to include the text of the last response sent to the customer. I'm pretty sure that the field exists, I …
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Answer stats for private answers only viewed in consoleContent In our process, we have the knowledgebase for internal use only, visible only to our CSR/agents. That is, all answers are private and can only be searched and vi…
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Using one search input for multiple fieldsContent Hi All, I'm trying to create a search that has one input but searches multiple fields. In my example, I have a search input of "Cust. Service Rep." It's meant to…User_2025-02-03-18-15-20-995 28 views 1 comment 0 points Most recent by User_2025-02-03-18-15-20-995
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Charting Group TotalsContent Hi All. We're using the Opportunities module in OSC. We have a few custom fields that we've added. One is a pull-down menu that we call "Probability" and it has …User_2025-02-03-18-15-20-995 13 views 1 comment 0 points Most recent by User_2025-02-03-18-15-20-995
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Bug on Oracle Report: Co-Browse Summary Report ID 193 - SolutionContent Hi All, We have a customer who is using the Livelook / OSvC Co-browse on their Service Cloud Implementation. Looking at the reports we appear to have identified … -
nested aggregations - just another calculation of first resolution fix rateContent Hi, I just want to build a custom report calculating our view on first resolution fix rate. From business perspective the incident has a first fix when the incid…
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Chat Summary Charts (Arrivals, Wait Time and Session Time) - Analytics Cookbook RecipeContent Chat Summary Charts Arrivals, Wait Time and Session Time Author: Helix Business Solutions Difficulty rating: (Intermediate) Target persona: Chat Supervisors & Ma… -
Reports showing origin of syndicated widget OR inventory of sites that have codeContent Is there a report that shows what URLS are "referrals" using the syndicated chat widget? I see the reports posted in the documentation but they don't know the pa… -
Reporting on multiple Phone number fieldsContent We are having a problem with contacts putting in the same phone number in multiple phone number fields (Home, Mobile, Office, ect.). This is causing routing prob…User_2025-02-03-17-15-57-451 36 views 2 comments 0 points Most recent by User_2025-02-03-17-15-57-451
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How can I find where hits to an answer coming from?Content I need a report to show where hits are coming from on an answer. Does anyone have a report to show this information? Thanks, Corine Version Service Cloud, Custom…User_2025-02-01-08-18-48-897 30 views 2 comments 1 point Most recent by User_2025-02-01-08-18-48-897
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ClickStream Table - What does it all meanContent I am unable to find information to describe the various fields in the clickstream table and what they might bring for my reporting. The Data Dictionary has very …User_2025-02-03-20-27-34-498 67 views 13 comments 2 points Most recent by User_2025-02-01-08-18-48-897
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SLA/Holiday Reports?Content Is this data available via Reporting - Would like to create a report listing the SLAs and their assigned holidays. Thanks, Joe Version Feb 2015