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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Generating Report from Custom HTML survey ResponsesContent Hello dears, We are using a custom html survey (made entirely out of an html template without the use of any "Question"). It is a matrix table which contains 5 q… -
How to calculate average time of answering chat and transfer rateContent is there any way to calculate average time of answering chat, i mean date difference between when agents/queue gets toast invitations for chat and when agent acc…User_2025-02-03-20-38-38-926 52 views 0 comments 0 points Most recent by User_2025-02-03-20-38-38-926 -
Report for Workspace AssignedContent Is there a report that shows what workspaces are assigned to which profile? -
Incident Response Monitoring - Analytics Cookbook RecipeContent Incident Response Monitoring Agent Last Response Author: Jerremy T Oracle Service Cloud Analytics Product Manager Difficulty rating: (Intermediate) Target person… -
FCRR - Help NeededContent Hi all, We have currently set up some reporting for both calls and emails separately that will report on the Contact Centre's overall FCRR. This has been initial…
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Chat Opening/Closing TimesContent I need to work out when our chat has been closed throughout the day at any time or for a whole day? Does a record get logged each time the chat hours are adjuste…
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Masking Column values on reportContent Is it possible to apply a mask on values on a report? For example, rather than displaying a full social security number (as is stored in the database) displaying… -
Copy Cell to Clipboard pastes ?????Content When I use Copy Cell to Clipboard for foreign languages, it shows only a set of question marks when I paste. Does anyone know what would cause this? For instance… -
Help needed to create a detailed chat reportContent i need to create a chat report with following below column, Date Queue Interval Chats Offered Chats Completed Abandoned Chats SLAs Met Average Wait Time Idle Ses…
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Use of knowledge baseContent Hi colleagues, I'm trying to determine which knowledge base articles are being used by which agents. The out-of-box reports are helping but I want to get more: a…User_2025-02-03-16-20-21-531 43 views 0 comments 0 points Most recent by User_2025-02-03-16-20-21-531
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Audit of agent/user transactionsContent Hi colleagues, There appear to be out-of-the-box reports that can tell what an agent has done within a customer record. However, I can't find a report that would…User_2025-02-03-16-20-21-531 26 views 1 comment 0 points Most recent by User_2025-02-03-22-10-51-246
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Filter on answers viewed by signed-in users on customer portalContent For reports referencing answers viewed on the customer portal, I'd like to be able to filter out answers viewed by signed-in users. We don't have any SLAs for ou…User_2025-02-03-16-48-16-590 31 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224
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Calculating AHT for emailsContent Hi colleagues. I've been asked if it is possible to calculate AHT on email interactions on teh basis of the time an agent started working on an email to the poin…User_2025-02-03-16-20-21-531 16 views 3 comments 0 points Most recent by User_2025-02-03-19-32-04-846
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Export List of Org's w/in HierarchyContent Situation We have Company A Under company A we have a large number of companies listed under it's Hierarchy. Is their a way to export a list of said companies un…
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Reporting on Survey ResponsesContent Hi All, I am wondering if someone can help me. I am trying to Report on the Response to a particular question. For Example if in a question we capture a Name (us… -
Agents staffed per interval reportContent We've got a workforce management group that uses Erlang C to forecast calls and needs to come up with something similar to what that accomplishes via a report th…User_2025-02-03-20-43-46-497 30 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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Use a "friendly" name in the From field of a scheduled report?Content Is there a way to use the display name or full name of the account specified in the 'Run report as' field of a scheduled report, instead of the email address? Fo…
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Staff Account Access ReportContent I am currently running the out of the box report: Staff Accounts by Profile with Last Accessed - this report is not currently functioning for us- it processes fo…
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Agents who have worked on an Incident?Content Trying to figure out the best way to query this information Basically, need a daily report showing a breakdown by queues and then all agents who have worked on a… -
Open record in report with custom scriptContent I have a report that has a custom script that looks for matching contacts in the report and then in one column lists all the roles (a custom object) associated t… -
Transactional Survey Reporting - contact recordsContent The question is two fold. Our organization uses a one way API to push data from our product into the Service Cloud, this API push creates a new contact within ou…User_2025-02-01-08-44-37-989 13 views 3 comments 0 points Most recent by User_2025-02-01-08-44-37-989
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Editable columns display stylesContent We have enabled inline editing for certain reports, is there a way to change the way the editable columns are displayed? For example we'd like to display a "Yes/…
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Only include certain number of rows for scheduled reportsContent Hello, I have a report that is set up to count incidents for each level 1 resolution. I have the page report button set to 5 as I only want to see the top 5 from…
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Help with expressionContent Hello, I'm hoping someone can help me with an expression that I'm trying to edit within a report. I've attached an export of the report. I need to group by exter…User_2025-02-03-20-01-41-735 48 views 4 comments 1 point Most recent by User_2025-02-03-19-30-01-975
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Change "from" address and seeing recipents on scheduled reportsContent Hi Gurus, I have two questions in schedule report Can we change the from address for the schedule report? Can we see the list of recipient email address in the t… -
Updating Report DataContent Hi, I have created a report in "Report Explorer" which will display few records in incidents table. I need to update the status value of these records which are …User_2025-02-03-19-28-13-393 17 views 2 comments 0 points Most recent by Premkumar Sabarinathan-Oracle
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Report on Emails Solved by Agents with No Response SentContent I'm trying to create a report that shows incidents solved in our email queues by agents where no response was sent. I've tried altering some of the FCRR reports,…User_2025-02-01-08-26-22-513 26 views 1 comment 0 points Most recent by User_2025-02-03-21-53-19-701
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Chat incident Data string roll upContent Hi Collegues I am trying to roll up the text string into one long cell. Currently each incident for webchat appears as - 1) "Hello my name is x?" 2) "no value" 3…User_2025-02-01-08-41-48-500 14 views 3 comments 0 points Most recent by User_2025-02-01-08-41-48-500
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Report showing what an agent has in in-boxContent Hi colleagues, is there an out-the-box report that would enable me to see what is in each user's in-box on a real-time basis? Many thanks DQ Version Service CloudUser_2025-02-03-16-20-21-531 22 views 2 comments 0 points Most recent by User_2025-02-03-16-20-21-531
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Scheduling reportsContent Hello! I've been trying to schedule a Keyword searches report, but the To field options don't have my email address listed. I definitely exist. I am an admin. ho…User_2025-02-03-17-14-42-008 38 views 4 comments 0 points Most recent by User_2025-02-03-17-14-42-008