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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Modify Incident statusContent I need to update the status column value of these records which are returned in this report. I think I need to create a custom script for this in report. Can any…
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Update notifications (database - user accounts)Content Anyone have any reports in place that notify internal departments when there are User account, queue updates (new/disabled) to the system. Trying to figure out t…
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Timing of Contact Emails - Incident WaitingContent Afternoon everyone! We currently have emails that go to contacts when a response isn't received on an incident "Incident Waiting". It can be found @ ConfigSettin…
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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 - …
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Weekend Performance - Email the Report!!!Content Awesome report by Bastiaan van der Kooij Title: Incident Transaction Counts (Multiple Transaction Types) - Analytics Cookbook Recipe I created this on our side a…
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How to make the term search report space sensitive?Content Hi, We have this report to search for the terms in the articles and it is working fine but since we have last upgraded (Nov 2015) the users have started complain…
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Business Intelligence and Oracle Service Cloud Analytics Presentation from July 20 User Group...Content See the attached file for the Business Intelligence and Oracle Service Cloud Analytics presentation.
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Aggregation function keeps report from opening objectsContent Hi, When I have an Incident report and I add a column that is a sum of a field on a linked object, then I cannot open any records from the report any more. Is th…Clemens-Christoffer Meyreiss-Oracle 17 views 2 comments 0 points Most recent by Erica (Leep) Anderson
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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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Join same table twiceContent We have a table called Relationship contain two Contact Ids (SubjectContact and ObjectContact). I have to create a report to display the contact names for both I…
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Report to show incidents with repliesContent I am looking to get a report that shows all incidents that have a reply from the sender. I thought to use all incidents that have the 'Updated' status, but this …
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How to change the way a report record is highlightedContent How can you change the color of a highlighted record in a report? When you click to select a row in a report it is highlighted. However, by default the highlight…
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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…
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Help with ExceptionsContent I have made a copy of report id 9 (responded) and have added a drill down level. Within the drill down level, I have columns for the incident ref no and subject.…
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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 =…
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Showing the output of a date field + a deltaContent Hi We are wondering it is possible to show in a report column the incident last responded date (incidents.last_resp + the SLA resolution delta (incidents.sla_rsl…
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Conditional Formatting Report Column Key Already Exists ErrorContent I have created a number of reports that use conditional formatting on the some of the columns to display images. When I create the next conditional format rule f…
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? 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…
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Issue with Monthly Trend Report Filtered by GroupContent I'm really just looking for some best practices here... We have a few reports used primarily by our Contact Center that show monthly totals and trends. Currently…
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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…
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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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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…
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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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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 …
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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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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…
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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…
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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…
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File Attachment Report on Custom ObjectContent Greetings! I understand that to report on attachments we can use fattach.tbl. However, I notice that this is only for standard RN objects. Is there a way we can …
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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…