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Reporting & Analytics for B2C Service
Discussion List
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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… -
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
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Time left in the SLA - a solution (excluding the waiting time)Content Hi Everyone, something that might be of interest: a solution to calculate how much time is left to solve a ticket within the SLA, taking into account the out of …
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How to display complete data in Report columns when using Add-InContent Hi, I have string like String value=the major international rugby tournament held in the Americasorganized by the Pan American Rugby AssociationIn 1944 the 50th …User_2025-02-03-19-49-42-846 22 views 10 comments 1 point Most recent by User_2025-02-03-19-49-42-846
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Filter report to include "No Values" or "NULL"Content I wish to filter my report to include all contacts who have provided either their first name, last name or neither. That is how can I filter my report to include…
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Highlight Highest/LowestContent Hi, I am wondering if there is an easy way to change the formatting (color) or a row in a report based on if the value in one of columns is the Highest/Lowest of… -
Field called AND/OR (c)Content I am working on some Report Improvements (i.e. fixing reports that don't consistently run) and working on one that searches thread key words. I stumbled upon the… -
Search completed incidentsContent How can I search in completed incidents? I only seem to be able to search in open incidents. I have created a report with a date filter, status filter and Summar…User_2025-02-01-07-02-22-710 16 views 3 comments 0 points Most recent by User_2025-02-01-07-02-22-710
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Search on single dateContent Hi all, I have a docked filter where a user can search a date/time type field for incidents submitted on a certain date, however whenever a date is selected it t… -
Counting unique valuesContent Hi all, I'm attempting to make a report which will indicate if advisors are creating incidents in quick succession. We have an issue with some advisors forgettin…User_2025-02-03-16-16-36-032 29 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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How can I build a chat "chain of custody" report?Content Hi, I am trying to build a report whereby I can see when a chat request has been declined by one of our agents. So far, I have only been able to find an OOTB rep…
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Count of Customer-Created CP AccountsContent Is there a way to report on the number of CP accounts that end-users created (i.e. by using the standard 'Sign Up' link)? Or a way to get a count of all accounts…User_2025-02-03-21-53-19-701 18 views 4 comments 0 points Most recent by User_2025-02-03-21-53-19-701
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Stats on the effectivness of Proactive Chat OffersContent Currently we have reactive chat enabled. We are looking to enable Engagement Engine and start using Proactive Chat, but would like to make sure we have the capac…User_2025-02-03-20-29-17-872 13 views 0 comments 0 points Most recent by User_2025-02-03-20-29-17-872
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How to exclude holidays from my reportContent I have a report that has been working for a while and it has a column defined like this "count(if(inc_performance.rel_timeUser_2025-02-03-19-31-35-485 25 views 1 comment 0 points Most recent by Premkumar Sabarinathan-Oracle
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Reporting Incident Performance by OrganizationContent Not sure if I've posted this question in the past however here is my conundrum. I now have an incident performance report the way I need it however I still need …
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how calculate Agent engagement and user engagement time chat_agent_performance_intervals table ?Content i have created 2 reports, in one report i used Chats table and add one column with below expression : sum( if( chats.termination_event IN (1,2,4,13), date_diff(c…
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Count of Unique ObjectsContent Hello, I have a question about counting unique objects. I have created a custom object called "Session" and this is tied to a "Group" which is just a menu type F…
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Chat requested but request cancelled by customerContent Hi colleagues, I'm trying to identify where customers have requested a chat but closed the request before the agent was able to engage. I'm looking to work out h…User_2025-02-03-16-20-21-531 23 views 1 comment 0 points Most recent by User_2025-02-03-19-31-14-086