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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Exception on time since opportunity status changeContent Am I able to create an exception off the last time an opportunity status changed? Here's the statement I want to create: if the opportunity status equals x, and …User_2025-02-03-16-48-16-590 14 views 2 comments 0 points Most recent by User_2025-02-03-16-48-16-590 -
How to relate contacts and campaigns through reportsContent Hi All, Do we have an option for relating the contacts and campaigns through reports ? I want to create a report that shows the campaigns associated to a particu…
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Changing report layoutContent Good Morning I am new to service cloud and are after some help on a very basic report. In the screenshot attached I have created a grid report that displays the …
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Unable To Retrieve Incident Queue Statistics From Oracle Service Cloud.Content Hi guys, I want to retrieve incidents queue statistics like chat queue statistics with help of Rest API end point. For this I have been through with oracle Rest …
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Report View as a specific Account User when testing ReportsContent I'm an admin creating reports for my company's OSC implementation. I'm creating reports that I know will be used by users in a specific profile/nav set. As the a…User_2025-02-03-18-15-20-995 13 views 2 comments 0 points Most recent by User_2025-02-03-22-34-08-805
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Reports giving different resultsContent Hi colleagues, I may be missing something very obvious but I am looking for your help. Running out-the-box reports 3008 and 3009 for the same period gives slight…User_2025-02-03-16-20-21-531 29 views 2 comments 0 points Most recent by User_2025-02-03-17-38-42-482
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Create incident from "Social Monitor" report and assign productContent When we create an Incident from the "Social Monitor" report, there is not a Product assigned. Can these reports be edited or changed to accomplish this or do we …
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Reporting on multiple Phone number fieldsContent We are having a problem with contacts putting in the same phone number in multiple phone number fields (Home, Mobile, Office, ect.). This is causing routing prob…User_2025-02-03-17-15-57-451 42 views 2 comments 0 points Most recent by User_2025-02-03-17-15-57-451
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Inline Editing for product and categoryContent Hello everyone, Can anyone tell me if they have found a way to allow inline editing of the product and category fields in a report. This would be really useful f…User_2025-02-01-08-44-34-192 40 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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If someone leaves chat before they enter queue, does this count in abandonment rate?Content Hi colleagues, I wonder if someone can help with this question If someone leaves a chat before they enter the queue, having clicked the chat request button – doe…User_2025-02-03-16-20-21-531 31 views 1 comment 0 points Most recent by User_2025-02-03-19-31-14-086
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Data dictionary/definition reportContent Hi colleagues, Does anyone know if its possible to generate a report of table columns with their data definition included? Thanks in advance DQ Version Service C…User_2025-02-03-16-20-21-531 53 views 0 comments 0 points Most recent by User_2025-02-03-16-20-21-531
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Field called AND/OR (c)Content I am working on some Report Improvements (i.e. fixing reports that don't consistently run) and working on one that searches thread key words. I stumbled upon the… -
Search completed incidentsContent How can I search in completed incidents? I only seem to be able to search in open incidents. I have created a report with a date filter, status filter and Summar…User_2025-02-01-07-02-22-710 16 views 3 comments 0 points Most recent by User_2025-02-01-07-02-22-710
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Search on single dateContent Hi all, I have a docked filter where a user can search a date/time type field for incidents submitted on a certain date, however whenever a date is selected it t… -
Counting unique valuesContent Hi all, I'm attempting to make a report which will indicate if advisors are creating incidents in quick succession. We have an issue with some advisors forgettin…User_2025-02-03-16-16-36-032 33 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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How can I build a chat "chain of custody" report?Content Hi, I am trying to build a report whereby I can see when a chat request has been declined by one of our agents. So far, I have only been able to find an OOTB rep… -
Count of Customer-Created CP AccountsContent Is there a way to report on the number of CP accounts that end-users created (i.e. by using the standard 'Sign Up' link)? Or a way to get a count of all accounts…User_2025-02-03-21-53-19-701 24 views 4 comments 0 points Most recent by User_2025-02-03-21-53-19-701
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Stats on the effectivness of Proactive Chat OffersContent Currently we have reactive chat enabled. We are looking to enable Engagement Engine and start using Proactive Chat, but would like to make sure we have the capac…User_2025-02-03-20-29-17-872 18 views 0 comments 0 points Most recent by User_2025-02-03-20-29-17-872
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How to exclude holidays from my reportContent I have a report that has been working for a while and it has a column defined like this "count(if(inc_performance.rel_timeUser_2025-02-03-19-31-35-485 25 views 1 comment 0 points Most recent by Premkumar Sabarinathan-Oracle
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Reporting Incident Performance by OrganizationContent Not sure if I've posted this question in the past however here is my conundrum. I now have an incident performance report the way I need it however I still need …
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how calculate Agent engagement and user engagement time chat_agent_performance_intervals table ?Content i have created 2 reports, in one report i used Chats table and add one column with below expression : sum( if( chats.termination_event IN (1,2,4,13), date_diff(c…
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Count of Unique ObjectsContent Hello, I have a question about counting unique objects. I have created a custom object called "Session" and this is tied to a "Group" which is just a menu type F… -
Chat requested but request cancelled by customerContent Hi colleagues, I'm trying to identify where customers have requested a chat but closed the request before the agent was able to engage. I'm looking to work out h…User_2025-02-03-16-20-21-531 29 views 1 comment 0 points Most recent by User_2025-02-03-19-31-14-086
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How to get the Last working Day records in a reportContent Hi Friends, We have a requirement that need to pull the Last working day records. For example if I'm running a report on Sep 7, 2016 then its pull the records of… -
Report Variables and custom scriptContent Hi, Is there a way to edit report variables using custom script? Or to create new report variable using custom script? i want to do this so i can use report filt…
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Report on dispositions that contain....Content I want to be able to report based on the text in a disposition, for example. If disposition contains 'cancel' then do something, else do something else But I onl… -
Profile is missing Analyze function on Ribbon when viewing ReportContent One of the Manager profiles is missing the Analyze section on the Home Tab in the ribbon. Administrator Profile allows to sort, do rollups, and slice. However th…User_2025-02-03-20-29-17-872 39 views 2 comments 0 points Most recent by User_2025-02-03-20-29-17-872
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Resolution Count within 48 hours in Queue Effectiveness reportContent Hi everyone, I am attempting to customize the Standard report: Queue Effectiveness to include a column for Resolution Count within 48 hours and resolution count …
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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 50 views 0 comments 0 points Most recent by User_2025-02-03-20-38-38-926