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
-
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 … -
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… -
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
-
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… -
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
-
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
-
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
-
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
-
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 …
-
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 …
-
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
-
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
-
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 …
-
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
-
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
-
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
-
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
-
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
-
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
-
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… -
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
-
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
-
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
-
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 …
-
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…
-
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… -
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