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.
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Reporting & Analytics for B2C Service
Discussion List
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Can we report on Answers Viewed by Keyword Search?Content We're looking for a report that will show Answers Viewed based on Keyword Searches. So for example, if the search was "returns," and let's say I get 50 answers i…User_2025-02-03-19-48-53-278 25 views 2 comments 2 points Most recent by User_2025-02-03-19-48-53-278 -
Answer Effectiveness - WindowContent Hi, Can anyone shed light on what the "Window" in the Answer Effectiveness report means? I'm not sure what the difference between daily/monthly/yearly is - espec…
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Expired Incident reference #Content For incidents that are created due to a reply to an old incident that has been closed past it's threshold- Can I create a report that shows the new incident refe… -
Show Errors from Custom Report ScriptContent Is there any way to see the errors generated by a custom report script somewhere? I saw a few posts that said this was possible, but I couldn't tell if they were… -
Report on when incidents move queues, by whom, and status upon transferContent Hi, We are trying to create a report that will tell us when an incident is moved from one queue to another, by whom and the status it was given upon transfer. At… -
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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Get IReportFilter valuesContent Hi, I have a report and it has docked filters, i know how to get rows values from a report using Report Command Add-in, but i am trying to get values from report…User_2025-02-03-19-49-42-846 36 views 4 comments 2 points Most recent by User_2025-02-03-19-49-42-846
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Typing Expressions so Slow in Windows 10Content Does anyone else experience the slowness of typing in Column Expressions in a report using Windows 10? The longer the expression gets the slower it becomes. Writ…
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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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Report to show custom field usageContent I'm trying to put a report together that shows me how many times a custom field is used. The rationale being that I want to remove any unused fields! I fail to s…User_2025-02-03-17-03-04-780 60 views 9 comments 2 points Most recent by User_2025-02-03-22-07-33-802
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Copy Cell to Clipboard in Record LayoutContent I am unable to get a report in Record layout to allow my users to use the 'Copy Cell To Clipboard' function as expected. This works fine in Tabular layout. Expec… -
Recording: Getting Deeper Insights with Reporting and Analytics from the Modern Service Experience..Content Join me, Oracle Service Cloud Principal Product Manager, and learn best practices for optimizing reports and dashboards to help gain deeper insights from your da… -
Export a report directly to a FTP siteContent Is it possible to schedule a report to be exported directly to a FTP site? Would it be possible to have a report automatically exported to a specified network fo… -
Reporting Date Created for a Staff AccountContent I am trying to create a report that will show me all active staff accounts and the date that they were created. So far I have had no luck. Is it possible to disp…
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Removing non-breaking space HTML tags from report resultsContent Is there any way to hide these by using custom scripts within the report? Some answers have 50 in a row and it's distracting when attempting to read the co…User_2024-12-17-21-17-15-944 82 views 24 comments 2 points Most recent by User_2025-01-30-01-33-48-907
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ClickStream Table - What does it all meanContent I am unable to find information to describe the various fields in the clickstream table and what they might bring for my reporting. The Data Dictionary has very …User_2025-02-03-20-27-34-498 65 views 13 comments 2 points Most recent by User_2025-02-01-08-18-48-897
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Is it possible to date_group on weeks other than Sun - Sat?Content Answer http://crm.rightnow.com/app/answers/detail/a_id/2116/ from RN's KB gives a few alternatives, but if I want to show multiple weeks from Friday to Thursday … -
Is it possible to add the Agent Browser User Interface Account Authentication field to a report?Summary: Is it possible to add the Agent Browser User Interface Account Authentication field to a report? Content (please ensure you mask any confidential information): … -
Can the service usage metrics reports be run via API and automated?Summary: Ive got anywhere from 20-30 active distinct instances and having to log into each and every one monthly to run the same report is a giant waste of time. Content… -
Customer Log in Stats on CP pagesSummary: My customer uses multiple CP launch points but one of which involves the customer to log in to access the functionality provided by the custom objects. We have … -
Can the note filed from the threads table be processed as a string?Summary: I have some content in the threads field, and i want to split it apart in to separate strings for a report. However every function i use says its expects a stri…
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Time with agentSummary: What is the best way to calculate the time the case has been with an agent? Content (required): For example, when a client raises a case it gets assigned to an …
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Report showing all workspaces on each workflowSummary: I have tried to create or locate a report that will show me all the workspaces (IDs included) that are assigned or listed on each workflow. I have tried to crea… -
Report time difference between a specific status and Updated.Summary: We are trying to capture the response time from a contact. We use a status of Awaiting - xxxx Response and we need to measure the time from this status to the v… -
Is there a way to hide duplicated entries ina scheduled report?Summary: Hide Duplicated entries for a scheduled report Content (required): We have a report that counts the answers hits in a defined range of time, as per some article…
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Why does Rule State double each Answer in the report?Summary: Adding Rule State to Answer Default report doubles every row for each answer. Content (required): I want to modify the Answers Default report that is a simple l… -
Reporting on Answers with zero hitsSummary: I have a requirement to report on the number of hits per answer across a specified time period (report has a cross tab of row fields = answers.a_id, column fiel…
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Frequent ReportsSummary: Custom Report Useage Content (required): Is there a report that shows all the reports that are being used frequently by the users Version (include the version y… -
Actual SLT time worked by AgentSummary: we have a requirement to calculate the actual time worked by an agent on any incident taking SLA time and holidays into consideration Content (required): For B2…
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Embedded screenshots from threads in reportSummary: Embedded screenshots from threads in report Content (required): Attached is a current report that we use to display a list of file attachments from Incidents. I…