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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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Questions Avoided- Smart AssistContent Is there a way to add a product filter to this report? Our Ask a Question page requires the customer to choose a product before submitting a question. I don't se… -
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 38 views 4 comments 0 points Most recent by User_2025-02-03-17-15-57-451 -
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… -
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 57 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 23 views 3 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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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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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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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 16 views 5 comments 0 points Most recent by User_2025-02-03-16-48-16-590
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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 16 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 26 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 31 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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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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Average Handle Time for individual agentContent I'm trying to create a report that will show me each individual agent's AHT for chat. I started with a canned report that was intended for showing the AHT for a …
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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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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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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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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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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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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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Place Staff Account Created By field into a report?Content I have created a Staff Account Latency report that we use to monitor our Staff Accounts to ensure that we do not have users who rarely if ever log into the Suppo…