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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A Way to Add Notes to Custom ReportsContent We have a LOT of reports that have been customized. Is there a way to add notes about the report (why it was created, when, who requested and other pertinent inf…User_2025-02-01-08-18-48-897 35 views 5 comments 0 points Most recent by User_2025-02-01-08-18-48-897 -
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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Custom scripts on drill downContent Hi everyone, At the moment I'm using this script on each row if($rows[0][2]->val >= 1){$rows[0][1]->val = $rows[0][2]->val;} on the first page of a report and it…User_2025-02-03-17-55-37-176 43 views 0 comments 0 points Most recent by User_2025-02-03-17-55-37-176
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Changing text alignment in custom report on customer portalContent Hello dears, I am using a custom report on the "Account Overview" page on the customer portal. I would like to have all column data text aligned to "center" exce… -
The selected Report Definition File is not a valid fileContent We're seeing an error "The selected Report Definition File is not a valid file exported by the Report Designer Export function, or the exported file has been mod…
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Editing expression in standard report (incidents.status_id = 2) saved to my reportsContent The standard report 'Team Activity of Assigned Cases' has the Resolved column defined with Expression: count(distinct if( incidents.status_id = 2, incidents.i_id…User_2025-02-03-18-06-23-364 29 views 2 comments 0 points Most recent by User_2025-02-03-21-53-19-701
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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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Profile/Fill Inbox Report?Content Is it possible to generate a report listing all profiles and their assigned Fill Inbox queues? What table contain these queues? Thanks, Version OSC Feb 2015 -
Remove the "action" column from search reportsContent Hello dears, Is there a way to remove the "action" column from search reports? Or hide it at least so that it doesn't show? Because it doesn't seem to be removab…
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Will turning on Archive and Dormant Incidents improve report performance?Content Will turning on archive and dormant incidents will this improve report performance? We have 10 years worth of data and are looking at turning on one or both of t… -
Report paging for printing a custom report of Answer recordsContent I need to print a hard-copy of a custom report I created that combines Answer records with their associated Notes records, one page per Answer record since this …User_2025-02-03-19-56-58-514 29 views 0 comments 0 points Most recent by User_2025-02-03-19-56-58-514
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Count Spaces - Data Type: BlobContent Hi, I am using the function - length(to_char(answers.solution)) to get the total number of characters in an article but it also includes the spaces and additiona…User_2025-02-03-16-11-55-768 30 views 6 comments 0 points Most recent by User_2025-02-03-20-10-42-447
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Calculating Time Left to Process using Relative Date DifferenceContent We need a field that shows the remaining time to process on unresolved service requests. The formula created by our system integrator uses absolute time. It is w… -
Reporting on articles that reference a specific wordContent Hello Everyone! Does anyone know if there's a way to run a report that will give a list of all answers that contain an exact word within the Content section of t…User_2025-02-03-17-24-26-229 16 views 3 comments 0 points Most recent by User_2025-02-03-16-11-55-768
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Un-finished Survey question countContent I need to write a report for un-finshed surveys which i can do from ones with no end_date but also need to calc how many questions were answered Does anyone know…User_2025-02-03-17-27-14-764 23 views 0 comments 0 points Most recent by User_2025-02-03-17-27-14-764
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How to detect a BOT attack and identify IP addressesContent In May 2016 I noticed an increase in visitor actions/visits when I ran my Service Summary report, ID:36. Oracle technical support responded to my service request…User_2025-02-03-18-33-52-964 73 views 8 comments 0 points Most recent by Levi Dyckman-Support-Oracle
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Identifying a knowledge base reportContent Hi Colleagues, I am trying to identify am out-of-the-box report that will show by individual agent usage of the knowledge base. Also, is there a report available…User_2025-02-03-16-20-21-531 27 views 2 comments 0 points Most recent by User_2025-02-03-16-20-21-531
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Opportunity Closed by AgentContent Hi, I need to create a report which displays all the opportunity which are closed by particular agent during there logged in time. Suppose if the agent is logged…User_2025-02-03-19-56-43-947 26 views 0 comments 0 points Most recent by User_2025-02-03-19-56-43-947
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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 …User_2025-01-25-00-54-52-705 52 views 4 comments 0 points Most recent by User_2025-01-25-00-54-52-705
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Reporting on what email address an incoming query was sent toContent Hello all, I have a report to show me what email address and incoming query was sent to. I am using the following: substr(to_char(threads.mail_hdr),0+ instr(to_c…
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Historical Reporting - Open Incidents at Certain Point in TimeContent Hi all, I've searched the forums but have not really been able to find an answer to what I need. I know looking at snapshots of data is impossible but I am tryin… -
Linked Reports Return No ItemsContent Hello, We're currently using a dashboard composed of 3 reports. Those reports show real time information and also link to other reports. For example, our dashboa…
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How to get a report on missed chats?Content Hi, I have a requirement to get the data for missed chats. I can see that interaction_segment_events.event_id has got values like "Declined", "Abandoned", "Aband…
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Report results contradict filter selectionContent Hi, colleagues. A report I expect to return Resolved email interactions is instead returning unresolved records. I have tried changing the filter but to no avail…User_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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Reports are not refreshed / updatedContent I have created a workspace Contacts, and additionally a workspace called direction it was created The Contact Workspace are not refreshed / updated when I create… -
How to filter a report by the top 5 CategoriesContent I have a report that shows an SR count by category grouped by month (showing 12 months) with a line chart. The problem is that the line chart only shows 4 months… -
Average Emails Worked Per HourContent We are looking for an OOTB or custom report that will show us the average emails worked per hour for each agent. We need to see the average per hour by specific …
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Count time between two dates using a SLAContent Hi, I would like to know how I can calculate a date as SLA calculates the due_date in an incident, but instead of using the incident created date, use a custom d…
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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 …User_2025-02-03-17-03-04-780 36 views 5 comments 0 points Most recent by User_2025-02-03-17-03-04-780
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Report on companies submitting ticketsContent Afternoon everyone, I've loaded over a thousand new orgs into RN, all of which are associated with one company (Hierarchy). Now that said companies are submittin…User_2025-02-03-18-36-38-730 11 views 3 comments 0 points Most recent by User_2025-02-03-18-36-38-730