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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Using Report Management Module (RMM) To Find Reports - Analytics Cookbook RecipeContent Using Report Management Module (RMM) To Find Reports: Finding reports in Oracle Service Cloud is possible in the Reports Explorer, but it can difficult if report… -
? about Incident Transactions Counts from CookbookContent First, let me just say thank you for this report. It has solved an outstanding "want" that our business had for some time now. The last piece that we need to res… -
Displaying hyperlinks in answers.solution reportsContent Hi All, I would like to generate a report that contains a list of all our organisation's answers, including answer ID, product hierarchy, and answer solutions. I…User_2025-02-03-19-22-07-281 27 views 3 comments 0 points Most recent by User_2025-02-03-19-22-07-281
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Can't use strlen() in a custom scriptContent Is there a reason I can't? This works: $label_one = "This is some text"; $label_two = "This is the second val"; $rows[0][1]->val = $label_one; $rows[0][2]->val =…User_2025-02-03-20-45-41-510 33 views 4 comments 0 points Most recent by User_2025-02-03-20-45-41-510
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Measuring contact deflectionContent How do you measure contact deflection? Counting only those contacts deflected through Smart Assistant isn't complete. Many resources suggest surveys to get a rat…User_2025-02-01-08-14-04-387 32 views 2 comments 0 points Most recent by User_2025-02-01-08-14-04-387
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Pending since how many days ReportContent I need to make a report which has the following format. Since how many days is the incident in its current status. i.e. I want to calculate= count of (sysdate - …User_2025-02-03-22-27-06-740 37 views 8 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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Escalation task reportContent Hi All, I have a requirement to create a report which shows all the tasks which are going to be escalated. In the search level,I need to enter the value in minut…
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Business Day Filter in the Agent Performance ReportContent Hi All, I need to customize the standard Group Performance Simple report to add the Business Day Filter on the Average interval Time. I need to exclude the Satur… -
I want the count of incident based on below conditionContent Hello Team, Need your help Again. Below are the requirement to set the exception in the report. I want the count of incident based on below condition...... a. If…User_2025-02-03-19-26-48-025 42 views 3 comments 0 points Most recent by User_2025-02-03-19-54-01-010
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Incident Response Monitoring - Analytics Cookbook RecipeContent Incident Response Monitoring Agent Last Response Author: Jerremy T Oracle Service Cloud Analytics Product Manager Difficulty rating: (Intermediate) Target person… -
A scheduled report based on the last 30 daysContent I have a report that pulls the records I want and is emailed out once a month. This part works as expected. But I'd like for the report to only pull the records …User_2025-02-01-06-53-42-045 25 views 2 comments 0 points Most recent by User_2025-02-01-06-53-42-045
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Time spent on an articleContent Hi, We want to analyze the article usage in our organization and one of the parameters is the time users are spending in viewing the articles/answers. I have gon…User_2025-02-03-16-11-55-768 23 views 0 comments 0 points Most recent by User_2025-02-03-16-11-55-768
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Response Types and Inc_Performance TableContent What types of response are considered when looking at the "Create to Initial Reponse" interval on the inc_performance table? Is it just looking for a response by…User_2025-02-03-22-31-24-751 44 views 0 comments 0 points Most recent by User_2025-02-03-22-31-24-751
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Searching the Organization Name within a ReportContent Any tips on being able to search on the Organizaitono Name within a report that acts like "contains". Currently we are using Complex Expression. Unless we use th…
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Thread_entry in reports; show only private notesContent Hi, a requirement is to show only the private notes of an Incident in a report. I managed to squeeze all the threads.note s into one field with group_concat: gro…Clemens-Christoffer Meyreiss-Oracle 56 views 7 comments 0 points Most recent by Clemens-Christoffer Meyreiss-Oracle
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write to incident from custom script in analyticsContent Hi Ive setup established comms in the custom script editor of analytics as follows require_once(get_cfg_var('doc_root')."/ConnectPHP/Connect_init.php"); initConn…User_2025-02-03-17-27-14-764 51 views 3 comments 0 points Most recent by User_2025-02-03-17-27-14-764
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System Solved Incident ReportContent Is there a report in existence or a good one to modify that will pull all incidents solved by the system? For example the system changes a status to solved due t…User_2025-02-03-19-10-28-887 28 views 1 comment 0 points Most recent by User_2025-02-03-19-31-14-086
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Access report variable in asp.net codeContent Hi, I have created the variable in report and I want to access the variable through .net code and assign the value . I have tried through below filter code but i… -
Question about Bulk ChangesContent Morning everyone! Is there a way to make a mass change to a list of contacts withing organizations in RN? I have around 2,300 contacts that I need to "disable" s…
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Weight & Computed Score in Report ID 176Content In report id 176 sorting of answers is based on weight & computed score(descending order). When I view values for weight & computed score, all the answers weight…User_2025-02-03-16-53-11-440 18 views 1 comment 0 points Most recent by User_2025-02-03-19-31-14-086
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scheduling the same report for different regions with search filters (region & country)Content Hi, I have an existing report (incident counts) that has been schedule to sent a daily report to APAC (using country & region as search filters in the report). N…User_2025-02-03-22-09-22-779 24 views 2 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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How to determine the maximum number of customers that were waiting in the chat queue for a given...Content Hello, A client has asked for a report that includes a metric for the maximum number of customers that were waiting in the chat queue for a given date/time range…User_2025-02-03-18-12-37-018 31 views 0 comments 0 points Most recent by User_2025-02-03-18-12-37-018
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Chat AHT (average handle time) CalculationContent There have been some questions regarding the accuracy of AHT calculation on the chat reports we are using that were all set up by a previous admin. That column i…User_2025-02-01-08-26-22-513 49 views 8 comments 1 point Most recent by User_2025-02-01-08-26-22-513
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Create Report on Report SchedulesContent I need to build a Report where I can search on a specific email address and find all Reports that have that same email on a Report Schedule. I'm able to use the …User_2025-02-03-18-33-23-668 27 views 3 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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Open record in report with custom scriptContent I have a report that has a custom script that looks for matching contacts in the report and then in one column lists all the roles (a custom object) associated t… -
Historical Incident Count by StatusContent Hello Everyone, I am looking to create a report that shows Incident counts in a queue over a historical period of time by day, for example the individual days in…
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Group filter is not working for FirstnameContent Hi, We need to develop the report that who are all having the duplicate[same] firstname. So we try to develop the report by using the group filter where we menti…
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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
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Report Linking within a Workspace Report?Content Does Report Linking not work when a Report is placed into a Workspace? I've added a Report Control to a Workspace, the report within that control has Report Link…
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Custom scripts on drill downContent Hi everyone, At the moment I'm using this script on each row if($rows[0][2]->val >= 1){$rows[0][1]->val = $rows[0][2]->val;} on the first page of a report and it…User_2025-02-03-17-55-37-176 43 views 0 comments 0 points Most recent by User_2025-02-03-17-55-37-176