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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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… -
Exception Fill Line Colors not activated on report - when relative date usedContent Can anyone explain why a report that use to show lines coloured as an exception are no longer coloured? In design mode the lines are coloured when I run the repo…User_2025-02-01-08-27-30-666 18 views 0 comments 0 points Most recent by User_2025-02-01-08-27-30-666
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Determine agent use of knowledge base answersContent Hi colleagues, I am using a knowledge base report 138 to determine agent use of knowledge base items which I've changed to sort on team then individual. The prob…
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Viewing incidents escalated from referrer links or answersContent Hi All, I would like to insert Google Analytics campaign links in the emails we send to clients, and then from the Analytics in the console, view each of the inc…User_2025-02-03-19-22-07-281 25 views 5 comments 0 points Most recent by User_2025-01-30-19-06-33-073
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rel_date_diff (including custom Response Requirements) minus 'waiting' timesContent I'm using rel_date_diff in conjunction with Response Requirements to find the date difference between two date fields, excluding non-working hours. This works a …
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Reporting on connection of Product to RulesContent Hi all, I have a request from a customer to delete some of the Products from the Product/Category drop down that their team owns, but I want to verify that the P…User_2025-02-03-18-33-19-109 14 views 2 comments 0 points Most recent by User_2025-02-03-18-33-19-109
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Chats requested and questions submitted from Mobile pagesContent I just enabled my Mobile pages. I need to monitor the volume of incidents created from Chat and "Ask a Question" via the mobile page set. Visits by Pageset is a … -
Mod FunctionContent Is there a function in the reports that would allow me to find the remainder after division? Version Service Cloud May 2015 -
Issues with Reports Not MatchingContent I am creating some very simple reporting to send monthly to a number of the departments we support, and I am getting some weird differences in incident counts. T…
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help: Filtering contacts from report who have ANY incidents of a particular typeContent Hi everyone, I'm sure there's a simple solution for this but I'm really struggling to find a way to filter a report the way I want to. My basic structure is this…User_2025-02-03-18-15-18-780 30 views 2 comments 0 points Most recent by User_2025-02-03-18-15-18-780
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Another session has changed report definition. The control will now reset. (Supervisor views)Content This notification message is appearing when some supervisors are trying to access their Program reports from incident links. Only reinstalling OSC seems to solve… -
Any luck using Average Message Response Time per agent?Content Hi everyone, Is there a way to calculate the Average Message Response Time in a report per Agent? Right now we are looking at a report that is looking at our que…
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Exception on date plus 1 additional filterContent I'm having difficulty with the logic here. I'm trying to create an exception on a date column where the date equals the system date, and the status has a specifi…User_2025-02-03-16-48-16-590 24 views 2 comments 0 points Most recent by User_2025-02-03-19-31-14-086
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Reporting on the time and source IP of page hitsContent Hi All, We recently had an unusual number of page hits on a single day, and therefore would like to see the sources (IP addresses) and exact times of these page …User_2025-02-03-19-22-07-281 40 views 3 comments 0 points Most recent by User_2025-02-03-19-22-07-281
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Adding Work time interval into a SLA queue report.Content I currently have a report looking at the Service level of multiple queues completing incidents within set time frames. It currently is based of incident start an…User_2025-02-03-19-20-38-574 17 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224
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Exception on time since opportunity status changeContent Am I able to create an exception off the last time an opportunity status changed? Here's the statement I want to create: if the opportunity status equals x, and …User_2025-02-03-16-48-16-590 12 views 2 comments 0 points Most recent by User_2025-02-03-16-48-16-590
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How to relate contacts and campaigns through reportsContent Hi All, Do we have an option for relating the contacts and campaigns through reports ? I want to create a report that shows the campaigns associated to a particu…
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Changing report layoutContent Good Morning I am new to service cloud and are after some help on a very basic report. In the screenshot attached I have created a grid report that displays the …
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Unable To Retrieve Incident Queue Statistics From Oracle Service Cloud.Content Hi guys, I want to retrieve incidents queue statistics like chat queue statistics with help of Rest API end point. For this I have been through with oracle Rest …
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Report View as a specific Account User when testing ReportsContent I'm an admin creating reports for my company's OSC implementation. I'm creating reports that I know will be used by users in a specific profile/nav set. As the a…User_2025-02-03-18-15-20-995 13 views 2 comments 0 points Most recent by User_2025-02-03-22-34-08-805
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Conditional link web chat widget to try and determine how often the widget is displayed to customersContent Hi colleagues, I am reporting on a conditional link web chat widget to try and determine how often the widget is displayed to customers. In some instances this i…User_2025-02-03-16-20-21-531 26 views 1 comment 2 points Most recent by User_2025-02-03-19-31-14-086
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Reports giving different resultsContent Hi colleagues, I may be missing something very obvious but I am looking for your help. Running out-the-box reports 3008 and 3009 for the same period gives slight…User_2025-02-03-16-20-21-531 22 views 2 comments 0 points Most recent by User_2025-02-03-17-38-42-482
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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 …
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Extend Answer Effectiveness report (ID#206)Content Hello, We are trying to extend the functionality of Answer Effectiveness report. This report is currently showing number of incidents and chats. We would like fu… -
How to backlog and find when an incident was assigned to an agentContent Hi All, I have a reporting query. My requirement is to find the count of assignments of incidents that were assigned to a particular agent on a backdated time. F…User_2025-02-03-19-31-14-086 35 views 5 comments 1 point Most recent by User_2025-02-03-19-54-01-010
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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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Inline Editing for product and categoryContent Hello everyone, Can anyone tell me if they have found a way to allow inline editing of the product and category fields in a report. This would be really useful f…User_2025-02-01-08-44-34-192 36 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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Filtering a report by comparing Account "Display Name" with a Custom Field in OrganizationContent I'm trying to create a report for people in our customer service dept so that each customer service representative sees only those opportunities assigned to them…
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If someone leaves chat before they enter queue, does this count in abandonment rate?Content Hi colleagues, I wonder if someone can help with this question If someone leaves a chat before they enter the queue, having clicked the chat request button – doe…User_2025-02-03-16-20-21-531 26 views 1 comment 0 points Most recent by User_2025-02-03-19-31-14-086
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Data dictionary/definition reportContent Hi colleagues, Does anyone know if its possible to generate a report of table columns with their data definition included? Thanks in advance DQ Version Service C…User_2025-02-03-16-20-21-531 49 views 0 comments 0 points Most recent by User_2025-02-03-16-20-21-531