Reporting & Analytics for B2C Service
Discussion List
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Multiple calculations for different interfaces in one report - handling timesContent Hi there, I am hoping someone may be able to help me with a report. I have a report which shows me all open incidents by 'brand' - we have separate interfaces fo… -
Restricting Report by ageContent I currently looking at editing the Email by Age report and want to restrict it to only to show incidents that are not solved that are older than 48hours or our S…
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Notification ScreenContent Hi Gurus, Can we customize the Notification report? Thanks, Mohan -
Recent search reportContent Hi All, Please find the attached screenshot.can we remove the recent searches in the Report.? Thanks, Muthu -
List of reportsContent Does anyone have a list of OOTB reports that we can share with customer ?
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customer thread count when the last status was pendingContent Hello Team, I have to create two column in the same report based on the below condition:- 1. I want to calculate the average time when the status was in pending …
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Is there a way to increase the Text Length Limit beyond 300000 on a Blob?Content I am trying to include the answers.solution field (which is a blob) in a report and it will not let me Save a value higher than 300000 in the Text Length - Limit… -
calculate average time between two dates based on statusContent Hi Guys, I want to calculate the average time between two dates based on the status. Don't know how to write correct syntax for that. Please refer the attachment…
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Incident status change following scheduled report? or Timed status change?Content Hi all, I doubt this is possible but thought I would ask. I have a scheduled report that runs periodically, e.g. 10am and 2pm every day. This delivers the report…
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Table containing Open Edit Report configurationContent I need report that describes the Open and Edit parameters of reports per profile. Does anybody know which table contains the open and edit parameters for each re… -
If Incident created due to reply to expired incidentContent In conjunction with my post here https://cloudcustomerconnect.oracle.com/posts/1c3dfa733a, I am trying to find a way to identify incidents that were responded to…
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Weekends on Due Date crosstabContent I'm making a cross tab report that shows the response due for a week. Our SLA doesn't include weekends. In the cross tab, the day of week is showing M-F, but the…
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Column Sorting by Month, Not YearContent Why will this column sort by month and not year? -
Removing white space from reports (columns)Content Hi, I am trying to remove some extra space from my reports which I think is caused by the length of the report title maybe. I've attached a screen print showing …
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Report on Standard Text Used in ChatContent The Standard Report Used by Agent does a great job of telling us the standard text used for email responses, but it doesn't look like it covers Chat Sessions. Fr… -
"Live" Performance StatsContent Hi all, I have struggled for a while to get live performance stats. I have some, but they are in separate reports. What I would like to see is a single report wi…
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How do I add a default text string to the run-time filter in a report?Content Hi I think we have reached a data limit in our system where even our 'quick search reports' are having to queue so i'm looking at options to reduce the amount of…
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Reporting SLAs on Social Monitor created IncidentsContent Hi All, I have been trying to build this reports for almost 3 days straight now. My client is using Social Montior to handle direct and private messages. the cur… -
Expression Help - First Solver for FCRContent I'm working on a FCR report. I have created a Custom Incident Field called FCR that changes from Yes, to No, once an incident is Updated. What I am trying to bui…
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Report layout - horizontal instead of vertical?Content Hi all, Is it possible to change the report layout from vertical to horizontal? For example FROM Agent Incidents Handled A 100 B 245 C 123 TO Agent A B C Incide…
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Tracking Knowledge Articles Sent by AgentsContent Similar to the Standard Text Utilized by Agents report, I'd like to be able to track which knowledge base articles are being sent to our members, and by which ag…
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How to calculate Unresolved incidents after End user reply backContent I created a report which calculate how many Incidents closed by an agent, however i am stuck on a question as below : if agent mark incident as Resolve (Close) a… -
Chats Avoided by Intervention - SmartAssistantContent We're going to add SmartAssistant before chat requests are submitted, to better help our members self service. There's a report, Questions Avoided by Interventio…
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Unique Accounts number logged in the systemContent Hello, I created a report which shows me the agents which are logged on a daily basis, but the report counts the number of lines for each login and not the uniqu… -
Answers Display Control - report on times viewedContent HI all, We would like to use the workspace feature of displaying an answer within the workspace by adding an Answer Display control; however, has anyone added th…
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# Days since an incident was openedContent Hello everyone, I want to show the number of days an incident has been open by calculating the datediff between incident.created and sysdate on a report. Can any…
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Product hierarchy - how to view all levels in a report?Content Hi everyone I am trying to create a report which will show me all levels within a Product Hierarchy. For example one of the Products may be "orders > amend order…
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Links is in disabled mode-Custom object reportContent Hi All, I have created custom report for Custom object (XXXX) but the "Links" option is in disabled mode for that report.Please find the screenshot. Why is it in…
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Filtering data on most recent dateContent I am creating a report using a custom object linked to a contact. I want to display only the most recent date that is contained in the date column/custom object …
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calculate the time difference between two datesContent Hello Team, How can I calculate the time difference between two dates. (Incidents.closed and incidents.created) I want the time in this format 'HH MI SS' . I mea…