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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Unable to calculate Responses Sent by Agent / Total Login time by Agent in one reportContent Request * Calculate PPHW using the following formula * PPHW = Responses sent by Agent/Total Login Time By Agent Issue I'm unable to get this data on one report b…User_2025-02-03-17-18-46-485 39 views 4 comments 0 points Most recent by User_2025-02-03-17-18-46-485 -
How to union two dataset in one report?Content Dear guys, I want to display two datasets with different filter condition in one report under incident, is there any way to acheive this? Thanks and Regards. Ver…
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Questions involving the Type column of the Transactions tableContent I have a column to track incidents created for live chat: sum(if(transactions.trans_type=2&transactions.source_lvl2=1017,1)) We have the incidents set to be crea…User_2025-02-03-16-48-16-590 26 views 0 comments 0 points Most recent by User_2025-02-03-16-48-16-590
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Inline editing option is disabled optionContent Hi All, I have created a custom report for Incident and give permissions to edit the report for the profile level and in report level. But, the inline editing op…User_2025-02-03-18-29-17-316 33 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224
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Comparison Columns, need assistance interpreting documentationContent I want to build a report that compares aggregate chats weekly by queue, week over week, with additional columns indicating the percentage change +- between the w…User_2025-02-03-20-43-46-497 32 views 0 comments 0 points Most recent by User_2025-02-03-20-43-46-497
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Modify Agent Activity Report to count all responses send by AgentContent We are looking at Oracle's OOTB report - Agent Activity. Report ID: 55 We are trying to capture * Outgoing emails by the Agents * and emails that are being respo…
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Use Custom Scripts as FiltersContent I have a report that already uses custom scripts to do a certain calculation. However, I want to know if it's possible to use custom scripts as filters? Version … -
Get data of Current Fiscal Year-Month WiseContent 1. To list the months: Our Fiscal year starts from July and ends in June. I need to get details of cases which were closed in current fiscal year grouped by mont…User_2025-02-03-17-35-32-752 59 views 0 comments 0 points Most recent by User_2025-02-03-17-35-32-752
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Multiple charts in one dashboardContent I'm trying to create a dashboard that has "Incidents by category" with a separate graph for each of our offices (each office is a queue). To start off, I create …User_2025-02-03-19-04-35-690 37 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224
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Report to check backlog in a specific date.Content Hello everybody, I'm trying to create a custom report to show the backlog of incidents in a specific date. For example, I choose a range of dates, 2016/04/01 unt…User_2025-02-03-17-56-25-286 35 views 0 comments 0 points Most recent by User_2025-02-03-17-56-25-286
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Profile Permissions - Reporting on Administration Tab SelectionsContent Trying to locate the table where this info is captured to generate a report. Need to know if the options are selected or not. Thanks in advance for any feedback.… -
Incident Alert Report - Comparing Today vs. Past Submit Rates - Analytics Cookbook RecipeContent Incident Alert Report Compare Today's Incidents Author: Bastiaan van der Kooij Independent Oracle Service Cloud Consultant Difficulty rating: (Advanced) Target p…User_2025-02-03-19-30-01-975 110 views 4 comments 5 points Most recent by User_2025-02-03-19-30-01-975
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Answers Not Used - Analytics Cookbook RecipeContent Answers Not Used With Starters and desert Author: Dietrik KPN Consulting Difficulty rating: (Intermediate) Target persona: Content Manager Ingredients: 4 Total R…
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Search in Answer Source (Using Custom Script) - Analytics Cookbook RecipeContent Search in Answer Source Using a custom script Author: Bastiaan van der Kooij Independent Oracle Service Cloud Consultant Difficulty rating: (Advanced) Target per…
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Hourly Incident Activity Today - Analytics Cookbook RecipeContent Incident Activity Hourly Incidents Activity Today Author: Bastiaan van der Kooij Independent Oracle Service Cloud Consultant Difficulty rating: (Advanced) Target…
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Time in Status (Transactions Calculation w/ Custom Script) - Analytics Cookbook RecipeContent Time in Status Calculates time using custom script Author: Bastiaan van der Kooij Independent Oracle Service Cloud Consultant Difficulty rating: (Advanced) Targe…
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Incident Transaction Counts (Multiple Transaction Types) - Analytics Cookbook RecipeContent Incident Transactions Counts Vanilla Report Counting Multiple Transactions Types Author: Bastiaan van der Kooij Independent Oracle Service Cloud Consultant Diffi…User_2025-02-03-19-30-01-975 203 views 9 comments 7 points Most recent by User_2025-02-03-20-46-35-138
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Chat Summary Charts (Arrivals, Wait Time and Session Time) - Analytics Cookbook RecipeContent Chat Summary Charts Arrivals, Wait Time and Session Time Author: Helix Business Solutions Difficulty rating: (Intermediate) Target persona: Chat Supervisors & Ma… -
Incident Details/Agent Queue Report (To Use as a Report Link) - Analytics Cookbook RecipeContent Incident Details Report Agent Queue for Report Linking Author: Kenny T Oracle Service Cloud Analytics Product Manager Difficulty rating: (Basic) Target persona: … -
Team Open Incidents Summary (Team Dashboard) - Analytics Cookbook RecipeContent Team Open Incidents Summary (Team Dashboard) With Incident Details Report Link Author: Kenny T Oracle Service Cloud Analytics Product Manager Difficulty rating: …
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Hello Team, As we have multiple Relationship Item under insert control tab Like( File...Content Hello Team, As we have multiple Relationship Item under insert control tab Like( File Attachment, Log view, Audit Log, case view etc.) What I need is, when I am …User_2025-02-03-19-26-48-025 19 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224
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Workspace/Workflow Usage by Profile - Analytics Cookbook RecipeContent Workspace/Workflow Usage by Profile Find Out Who is Using What Author: Levi D Oracle Service Cloud Support Difficulty rating: (Intermediate) Target persona: Site… -
Reports showing origin of syndicated widget OR inventory of sites that have codeContent Is there a report that shows what URLS are "referrals" using the syndicated chat widget? I see the reports posted in the documentation but they don't know the pa… -
Custom Report returning duplicate search resultsContent Hello dears, I have created a custom incident report by copying the 'Today's Incidents' report and enabled it in my profile navigation set. The report has the sa… -
Answer Effectiveness Macro View - Analytics Cookbook RecipeContent Answer Effectiveness Macro View Author: Joe Landers Oracle Service Cloud Difficulty rating: (Basic) Target persona: Chief Customer Office, VP Operations, Busines… -
Can we have a single report to export all the chat attributesContent Hi, We are currently in the process of migrating the chat solution from ATG to Oracle Service Cloud. Have attached the data dictionary for the existing ATG solut… -
Analytics CookbookContent Welcome to the Analytics Cookbook! This is an exciting resource intended to help with your Oracle Service Cloud Analytics. How do you measure the value your orga…
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Intra-day reportContent Hi all, it may be that this is simply due to terminology between our old system and RightNow being different but can anyone tell me if there is a report(s) that …User_2025-02-03-16-20-21-531 23 views 2 comments 0 points Most recent by User_2025-02-03-22-12-27-452
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Filter Not Using IndexContent Hello All - I have a report containing a single table (thread) and a single required runtime-selectable filter (threads.entered >= ****). Analyzing the report re…
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Request assistance understanding how Incident Edit Time is greater than total time agent logged intoContent Pulling up the Agent Login Report (Report ID :54). I can see the following agent who was logged into OSC for 10h 50m 51s but Incident Edit Time is 19h 12m 41s. I…User_2025-02-03-17-18-46-485 18 views 2 comments 0 points Most recent by User_2025-02-03-17-18-46-485