Reporting & Analytics for B2C Service
Discussion List
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Survey Report Product WiseContent Hi, We need to create survey activity report product wise.From the surveys,mailings & mailings format table I can get all the required columns like number of cli… -
Reporting questions from Texas User Group meetingContent There were a number of questions regarding reporting and Vimal has provided some resources: Performance best practices whitepaper (and corresponding Modern Servi… -
Questions involving the Type column of the Transactions tableContent I have a column to track incidents created for live chat: sum(if(transactions.trans_type=2&transactions.source_lvl2=1017,1)) We have the incidents set to be crea… -
Inline editing option is disabled optionContent Hi All, I have created a custom report for Incident and give permissions to edit the report for the profile level and in report level. But, the inline editing op… -
Comparison Columns, need assistance interpreting documentationContent I want to build a report that compares aggregate chats weekly by queue, week over week, with additional columns indicating the percentage change +- between the w… -
Modify Agent Activity Report to count all responses send by AgentContent We are looking at Oracle's OOTB report - Agent Activity. Report ID: 55 We are trying to capture * Outgoing emails by the Agents * and emails that are being respo… -
Use Custom Scripts as FiltersContent I have a report that already uses custom scripts to do a certain calculation. However, I want to know if it's possible to use custom scripts as filters? Version … -
Hourly Incident Activity Today - Analytics Cookbook RecipeContent Incident Activity Hourly Incidents Activity Today Author: Bastiaan van der Kooij Independent Oracle Service Cloud Consultant Difficulty rating: (Advanced) Target… -
Get data of Current Fiscal Year-Month WiseContent 1. To list the months: Our Fiscal year starts from July and ends in June. I need to get details of cases which were closed in current fiscal year grouped by mont…
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Multiple charts in one dashboardContent I'm trying to create a dashboard that has "Incidents by category" with a separate graph for each of our offices (each office is a queue). To start off, I create …
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Profile Permissions - Reporting on Administration Tab SelectionsContent Trying to locate the table where this info is captured to generate a report. Need to know if the options are selected or not. Thanks in advance for any feedback.… -
Answers Not Used - Analytics Cookbook RecipeContent Answers Not Used With Starters and desert Author: Dietrik KPN Consulting Difficulty rating: (Intermediate) Target persona: Content Manager Ingredients: 4 Total R… -
Team Open Incidents Summary (Team Dashboard) - Analytics Cookbook RecipeContent Team Open Incidents Summary (Team Dashboard) With Incident Details Report Link Author: Kenny T Oracle Service Cloud Analytics Product Manager Difficulty rating: … -
Report to check backlog in a specific date.Content Hello everybody, I'm trying to create a custom report to show the backlog of incidents in a specific date. For example, I choose a range of dates, 2016/04/01 unt…
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Hello Team, As we have multiple Relationship Item under insert control tab Like( File...Content Hello Team, As we have multiple Relationship Item under insert control tab Like( File Attachment, Log view, Audit Log, case view etc.) What I need is, when I am …
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Custom Report returning duplicate search resultsContent Hello dears, I have created a custom incident report by copying the 'Today's Incidents' report and enabled it in my profile navigation set. The report has the sa… -
Can we have a single report to export all the chat attributesContent Hi, We are currently in the process of migrating the chat solution from ATG to Oracle Service Cloud. Have attached the data dictionary for the existing ATG solut…
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Report/Analyse CF used in WSContent Hi everyone, I hope someone can help on this. In the past we used to create custom fields (CF) for nearly everything and now it ended up in a total mess. Now we …
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Request assistance understanding how Incident Edit Time is greater than total time agent logged intoContent Pulling up the Agent Login Report (Report ID :54). I can see the following agent who was logged into OSC for 10h 50m 51s but Incident Edit Time is 19h 12m 41s. I…
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Average Incident Handle Time Per AgentContent I am trying to create a report in Report Explorer that indicates how long an agent took to respond to an incident email. This would be from the time the incident… -
Deleting Published reportsContent Hi, We have scheduled various reports to form a published report. Over the year published reports have accumulated and taking the file space. Is there any way to… -
% of incidents having 1 Customer entryContent Hi, I need to show the percentage of email incidents which got solved with 1 customer email. So ideally no. of incidents with 1 customer entry in threads table. …
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Multiple Questions about Reporting Please Help!Content 1.) We have a client that emails us tickets on behalf of another client that is in RN. When that ticket comes in, it is assigned to Client A and it shows on beha… -
Report to Identify Workspace Rules per WorkspaceContent Is there a report or fields that can be used to create a report to identify specific workspaces rules and associated workspaces? I need to identify which all wor… -
Daily Backlog ReportContent Using the standard Backlog Report - ID 11 This report is great and ideally what we want however I don't believe it's showing us a true backlog. The number the re…
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How to measure proactive offers stats grouped by rule name (from Engagment Engine)?Content I want to measure the effectiveness of my various rules, each of which launch Syndicated Proactive Chats (SPAC) via Engagement engine (EE). I can measure the ove…
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Exclude Holidays/Business HoursContent Hi Gurus, Whenever CCA team received ticket from Customer, based on the products and categories, the incident will route to corresponding Supervisor.Incident Sta… -
Query Size Limitation errorContent Hi, Recently we have started facing the 'Query size limitation error' for certain reports. Even if tried to run the report with date created value(Custom Object)… -
Agent Selecting Multiple Dispositions (or Subject/Categories)?Content Is it possible to set up the Subject, Category and Disposition Menus to act as a list that the agent can check multiple that apply? In our call centers there are…
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Change date based on Logged InContent I'd like to use "Logged In Account" in an IF statement to adjust the time for a column that reports a date. Our report simply shows a queue that is sorted by Dat…