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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Thread_entry in reports; show only private notesContent Hi, a requirement is to show only the private notes of an Incident in a report. I managed to squeeze all the threads.note s into one field with group_concat: gro…Clemens-Christoffer Meyreiss-Oracle 56 views 7 comments 0 points Most recent by Clemens-Christoffer Meyreiss-Oracle -
write to incident from custom script in analyticsContent Hi Ive setup established comms in the custom script editor of analytics as follows require_once(get_cfg_var('doc_root')."/ConnectPHP/Connect_init.php"); initConn…User_2025-02-03-17-27-14-764 51 views 3 comments 0 points Most recent by User_2025-02-03-17-27-14-764 -
System Solved Incident ReportContent Is there a report in existence or a good one to modify that will pull all incidents solved by the system? For example the system changes a status to solved due t…User_2025-02-03-19-10-28-887 29 views 1 comment 0 points Most recent by User_2025-02-03-19-31-14-086
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Access report variable in asp.net codeContent Hi, I have created the variable in report and I want to access the variable through .net code and assign the value . I have tried through below filter code but i… -
Question about Bulk ChangesContent Morning everyone! Is there a way to make a mass change to a list of contacts withing organizations in RN? I have around 2,300 contacts that I need to "disable" s…
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Weight & Computed Score in Report ID 176Content In report id 176 sorting of answers is based on weight & computed score(descending order). When I view values for weight & computed score, all the answers weight…User_2025-02-03-16-53-11-440 19 views 1 comment 0 points Most recent by User_2025-02-03-19-31-14-086
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scheduling the same report for different regions with search filters (region & country)Content Hi, I have an existing report (incident counts) that has been schedule to sent a daily report to APAC (using country & region as search filters in the report). N…User_2025-02-03-22-09-22-779 25 views 2 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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How to determine the maximum number of customers that were waiting in the chat queue for a given...Content Hello, A client has asked for a report that includes a metric for the maximum number of customers that were waiting in the chat queue for a given date/time range…User_2025-02-03-18-12-37-018 32 views 0 comments 0 points Most recent by User_2025-02-03-18-12-37-018
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Create Report on Report SchedulesContent I need to build a Report where I can search on a specific email address and find all Reports that have that same email on a Report Schedule. I'm able to use the …User_2025-02-03-18-33-23-668 27 views 3 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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Historical Incident Count by StatusContent Hello Everyone, I am looking to create a report that shows Incident counts in a queue over a historical period of time by day, for example the individual days in…
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Group filter is not working for FirstnameContent Hi, We need to develop the report that who are all having the duplicate[same] firstname. So we try to develop the report by using the group filter where we menti…
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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
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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 44 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… -
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 20 views 2 comments 0 points Most recent by User_2025-02-03-21-53-19-701
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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…
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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 32 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 17 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 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 28 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…