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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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 34 views 6 comments 0 points Most recent by User_2025-02-03-20-10-42-447 -
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 19 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 25 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 76 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 30 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 27 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 53 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… -
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 23 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 37 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 12 views 3 comments 0 points Most recent by User_2025-02-03-18-36-38-730
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Converting and Calculating a Text FieldContent We have an order total in our custom table, but its defined as text so that they can insert a dollar sign. I am trying to sum dollar value of a customer, but can… -
count of incident which was solved in first responseContent Hi Team, Stuck with some logic here help me if possible. I want the total count of incident which was solved in first response along with agent name who solved i…User_2025-02-03-19-26-48-025 36 views 6 comments 0 points Most recent by User_2025-02-03-19-26-48-025
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Reporting against the SCCL WidgetContent Hi All, I don't think I have seen this posted previously. We have implemented the Syndicated Conditional Chat Link onto one of our portals and I was looking to s… -
Report on chat button visibilityContent Hi colleagues, My company will be using web chat and deploying a dynamic chat request button on our website. The button will disappear from customer view when we…User_2025-02-03-16-20-21-531 41 views 2 comments 0 points Most recent by User_2025-02-03-16-20-21-531
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Incident Arrival Patterns (30 Day Graphical Rolling Avg by Hour) - Analytics Cookbook RecipeContent Incident Arrival Patterns Past 30 Day Avg Create Rate by Hour Author: Larry Chien Difficulty rating: (Intermediate) Target persona: Call Center Manager, Workforc…
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Report to calculate the time spent by agents in a chat statusContent Hi All, Can anyone please share the report definition to check how much time an agent has spent on a specific status on an hourly basis. For example, the columns…User_2025-02-03-19-31-14-086 35 views 0 comments 0 points Most recent by User_2025-02-03-19-31-14-086
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Workspace Report - Pass value from workspaceContent Hi all, I have an entity that is not directly related to a parent entity (via Object Designer relationships). It does however store records with row ids of a par…User_2025-02-03-17-47-45-813 22 views 0 comments 1 point Most recent by User_2025-02-03-17-47-45-813
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3 survey links in 1 mailing - ReportContent Hi, I have included 3 survey links in 1 mailing. Now i need a report to see how many times each survey link was clicked. The tracked link report does not conside…User_2025-02-03-22-27-06-740 24 views 1 comment 0 points Most recent by User_2025-02-03-22-27-06-740
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AAQ SmartAssistant proposals in a reportContent Hi again, Is there a report that gives for each incidents submitted through the "Ask a question" form the list of the 5 answers proposed by the smartassistant ? …User_2025-02-03-18-36-30-133 39 views 2 comments 1 point Most recent by User_2025-02-03-18-36-30-133
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Use ROQL to select Country Name and List of ProvincesContent Hello, we have entered most of our country/province into Service Cloud manually, opting not to use the out of the box country names. We did this because we want …User_2025-01-25-00-54-52-705 52 views 2 comments 0 points Most recent by User_2025-01-30-19-06-33-073
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Incident Report with Assigned By & ReAssigned ValuesContent Hi All, I am new here. I am trying to create a report which will tell how many incidents were assigned to an account from one Rightnow ID, along with that How ma…User_2025-02-03-17-09-18-692 46 views 1 comment 0 points Most recent by User_2025-02-03-17-09-18-692