Reporting & Analytics for B2C Service
Discussion List
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Help with report - answers last accessed by users in specific profileSummary: Help with report - answers last accessed by users in specific profile Content (required): Hello. I am trying to write a report that shows the last time an answe… -
Exporting incidents with attachmentsSummary: We have a requirement to export the old incidents with attachment for old customers Content (required): Can we export the incidents from old customers along wit… -
Report Filters for null and not null queriesSummary: I need to be able to create a filter that if blank will return rows with that column blank, but if not blank then return rows that match the filter Content (req… -
How do I obtain a flitered list of attachments and then export them from OSvC?Content Hello, We frequently have agents who want to create a list of attachments for specific incidents, filter for attachments that have a specific name, and then expo… -
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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How to pull in a column full name of ctype_id=10 the main name not the representative the name =10?Summary: I have build a report and trying to pull with if(contact.ctype_id=10). I tried substring but it doesn't work, I guess I didn't make the correct combination of c…
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What's the most efficient way to temporarily 'tag' records for reporting purposes?Summary: We need to check on a particular field for a large group of contacts, but have no way of querying for them. There is a separate/external and 'official' contact … -
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…
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Incident performance data Filter Through AnaylticsResults APISummary: By Pass 10,000 records AnaylticsResults API limit Content (required): Hi Guys, The AnaylticsResults API has a limit of 10,000 records per run. We have an integr…
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How to show matching incident rows from two different join tables?We're working on a project where we want to add contacts to an incident, but we can't use secondary contacts because we don't want to automatically send emails to them. …
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Why are chat numbers not the same between chat report and incidents created by source (chat)?Summary: Chat Activity Report and Incidents Created by Source not showing the same numbers for live chat Content (required): If I run the Chat Activity Report and the In… -
Administrator Assigned Agent as Docked Filter for existing report: What table and how to?Summary:I added to a column after I have join the tables in a report and in a type column I added as filter: first(accounts.display_name, transactions.created). I also a…
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Incident Performance - some Incident records are missing on same daySummary: Hi All, I ran the report on (November 30th) at 12:15 hours with the search parameters 29-11-2022 00:00 to 30-11-2022 00:00. It resulted in 10 lines (see attachm… -
Dashboard- show when an incident has reached a percentage of SLASummary: We are looking at changing a dashboard to show when a response has not been given at a certain percentage of the SLA Content (required): The Dashboard will high…
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Remove weekends from the report resultsHi All, I have a Queue Activity report that is a part of our Managers Dashboard. This standard report with a chart shows queue activity for the last 14 days. It consists…
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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… -
Create a transactional report that shows the latest status and the previous status updated dateSummary: Hi Community, There is a requirement to create a report which should basically identify the date the SR was set to the previous status, followed by the date the…
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Vertical line for sysdate in a Gantt chartSummary: Content (required): I'm using a Gantt chart to show the time between the start date and due date for various tasks, with the Date being the horizontal axis and …
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SLT breach AlarmsSummary: Wanted to configure a SLT breach alarms in the Incident Summary Report. Content (required): Wanted to configure a SLT breach alarms in the Incident Summary Repo…Jayashankar Lingaiah-Oracle 41 views 2 comments 0 points Most recent by Premkumar Sabarinathan-Oracle
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Can you add a filter to the Customer Portal Search Report?Summary: Can you add a filter to the Customer Portal Search Report? Content (required): I'm looking to add a filter the search within our Customer Portal. Is there a way…
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Is there a report which can tell agent used Fill my inbox to pull incidents?Summary: Content (required): Version (include the version you are using, if applicable): Code Snippet (add any code snippets that support your topic, if applicable):
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Draft versions of the answers were not retrived on the reportSummary: am trying to do the versioning of the answers and i followed the steps on this article Answer Versioning | Oracle B2C Service (rightnow.com) but when i try to m… -
tell if notifications were sent to subscribers when an answer was updatedContent Is there a way to tell if notifications were sent to subscribers when an answer was updated? If the publisher forgot to choose from the Notify Subscribers dropdo…
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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… -
Join Accounts table with Custom Field from Contacts TableHello Admins, is there a way to join information from the Accounts table (Full Name) with a Custom Field (Term date) from the Contact Table? I've tried different ways of…
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I want to get details on which agent applied a particular status, for e.g-closed statusSummary: i want a report which can tell that in a particular incident , who applied what status, Sometimes, the assigned person is different from who applied the status.…
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Schedule a CSV to an SFTP LocationSummary: Schedule a CSV to an SFTP Location Content (required): Hi guys, Is it possible to schedule a report in CSV format from Service Cloud to an SFTP location? Regard…
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Last user transaction dateSummary: I'd like to view agents in certain profiles and monitor their last transaction date and time--mostly used a tool to see if an agent is sitting for long periods …
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Tracked Links in a chatContent Any ideas on how to report on a tracked link that is added to chats. Tracked links work in mailings, surveys and some message templates but they don't appear to … -
How to access Incident Id from within Search Report Custom script?Summary: Content (required): Hi, We have Organization Search Report placed on an Incident Workspace. During the creation of New Incident, we want to restrict some accoun…