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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Report showing what an agent has in in-boxContent Hi colleagues, is there an out-the-box report that would enable me to see what is in each user's in-box on a real-time basis? Many thanks DQ Version Service CloudUser_2025-02-03-16-20-21-531 21 views 2 comments 0 points Most recent by User_2025-02-03-16-20-21-531 -
what types of data comes in chat activity - AgentContent can anyone explain what kind of data comes in chat activity - Agent standard report which is located under \Public Reports\Service\Chat Reports location, i am as…User_2025-02-03-20-38-38-926 24 views 0 comments 0 points Most recent by User_2025-02-03-20-38-38-926
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Scheduling reportsContent Hello! I've been trying to schedule a Keyword searches report, but the To field options don't have my email address listed. I definitely exist. I am an admin. ho…User_2025-02-03-17-14-42-008 38 views 4 comments 0 points Most recent by User_2025-02-03-17-14-42-008
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Report to search threadsContent Hi All, I really don't believe that this is possible but I thought I would ask the wider community for clarification. One of my clients has asked if it is possib… -
Chat Agent Statuses - determining time in stateContent Our chat group would like to be able to see a time-in-state metric that would increment (on report refresh) of the time the rep was in the particular state, "Una…User_2025-02-03-20-43-46-497 18 views 4 comments 0 points Most recent by User_2025-02-03-21-44-58-411
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Transactional Survey Reporting - contact recordsContent The question is two fold. Our organization uses a one way API to push data from our product into the Service Cloud, this API push creates a new contact within ou…User_2025-02-01-08-44-37-989 12 views 3 comments 0 points Most recent by User_2025-02-01-08-44-37-989
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Calculating Month over Month Percentage ChangeContent Hi, I'm looking to find the function in Oracle Service Cloud that can calculate percentage change between a month and its previous month. As shown in the attache…User_2025-02-03-18-03-35-071 110 views 9 comments 0 points Most recent by User_2025-02-03-18-03-35-071
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Modify Incident statusContent I need to update the status column value of these records which are returned in this report. I think I need to create a custom script for this in report. Can any…User_2025-02-03-19-46-28-927 14 views 2 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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Updating Report DataContent Hi, I have created a report in "Report Explorer" which will display few records in incidents table. I need to update the status value of these records which are …User_2025-02-03-19-28-13-393 17 views 2 comments 0 points Most recent by Premkumar Sabarinathan-Oracle
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Update notifications (database - user accounts)Content Anyone have any reports in place that notify internal departments when there are User account, queue updates (new/disabled) to the system. Trying to figure out t… -
Report - Created to Closed w/o Pending Customer TimeContent Sorry for all the questions lately! I need to produce a report that will calculate time the tickets are pending action. Basically open time to closed time, minus…User_2025-02-03-18-36-38-730 27 views 17 comments 0 points Most recent by User_2025-02-03-18-36-38-730
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Timing of Contact Emails - Incident WaitingContent Afternoon everyone! We currently have emails that go to contacts when a response isn't received on an incident "Incident Waiting". It can be found @ ConfigSettin…User_2025-02-03-18-36-38-730 23 views 4 comments 0 points Most recent by User_2025-02-03-21-53-19-701
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How to make the term search report space sensitive?Content Hi, We have this report to search for the terms in the articles and it is working fine but since we have last upgraded (Nov 2015) the users have started complain…User_2025-02-03-16-11-55-768 14 views 0 comments 0 points Most recent by User_2025-02-03-16-11-55-768
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Business Intelligence and Oracle Service Cloud Analytics Presentation from July 20 User Group...Content See the attached file for the Business Intelligence and Oracle Service Cloud Analytics presentation. -
Report is not showing correct dataContent Hi Everyone, i am facing an issue in reports. i am using 2 joins in reports, contact -> incidents and contact-> products( this is custom object and 1:M relation)…User_2025-02-03-21-49-07-595 15 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224
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Aggregation function keeps report from opening objectsContent Hi, When I have an Incident report and I add a column that is a sum of a field on a linked object, then I cannot open any records from the report any more. Is th…Clemens-Christoffer Meyreiss-Oracle 17 views 2 comments 0 points Most recent by Erica (Leep) Anderson -
Join same table twiceContent We have a table called Relationship contain two Contact Ids (SubjectContact and ObjectContact). I have to create a report to display the contact names for both I…
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Showing the output of a date field + a deltaContent Hi We are wondering it is possible to show in a report column the incident last responded date (incidents.last_resp + the SLA resolution delta (incidents.sla_rsl… -
Conditional Formatting Report Column Key Already Exists ErrorContent I have created a number of reports that use conditional formatting on the some of the columns to display images. When I create the next conditional format rule f… -
Issue with Monthly Trend Report Filtered by GroupContent I'm really just looking for some best practices here... We have a few reports used primarily by our Contact Center that show monthly totals and trends. Currently…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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Displaying hyperlinks in answers.solution reportsContent Hi All, I would like to generate a report that contains a list of all our organisation's answers, including answer ID, product hierarchy, and answer solutions. I…User_2025-02-03-19-22-07-281 27 views 3 comments 0 points Most recent by User_2025-02-03-19-22-07-281
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Can't use strlen() in a custom scriptContent Is there a reason I can't? This works: $label_one = "This is some text"; $label_two = "This is the second val"; $rows[0][1]->val = $label_one; $rows[0][2]->val =…User_2025-02-03-20-45-41-510 33 views 4 comments 0 points Most recent by User_2025-02-03-20-45-41-510
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Measuring contact deflectionContent How do you measure contact deflection? Counting only those contacts deflected through Smart Assistant isn't complete. Many resources suggest surveys to get a rat…User_2025-02-01-08-14-04-387 31 views 2 comments 0 points Most recent by User_2025-02-01-08-14-04-387
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Pending since how many days ReportContent I need to make a report which has the following format. Since how many days is the incident in its current status. i.e. I want to calculate= count of (sysdate - …User_2025-02-03-22-27-06-740 37 views 8 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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Escalation task reportContent Hi All, I have a requirement to create a report which shows all the tasks which are going to be escalated. In the search level,I need to enter the value in minut…
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Business Day Filter in the Agent Performance ReportContent Hi All, I need to customize the standard Group Performance Simple report to add the Business Day Filter on the Average interval Time. I need to exclude the Satur…
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I want the count of incident based on below conditionContent Hello Team, Need your help Again. Below are the requirement to set the exception in the report. I want the count of incident based on below condition...... a. If…User_2025-02-03-19-26-48-025 42 views 3 comments 0 points Most recent by User_2025-02-03-19-54-01-010
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A scheduled report based on the last 30 daysContent I have a report that pulls the records I want and is emailed out once a month. This part works as expected. But I'd like for the report to only pull the records …User_2025-02-01-06-53-42-045 25 views 2 comments 0 points Most recent by User_2025-02-01-06-53-42-045
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Time spent on an articleContent Hi, We want to analyze the article usage in our organization and one of the parameters is the time users are spending in viewing the articles/answers. I have gon…User_2025-02-03-16-11-55-768 23 views 0 comments 0 points Most recent by User_2025-02-03-16-11-55-768
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Response Types and Inc_Performance TableContent What types of response are considered when looking at the "Create to Initial Reponse" interval on the inc_performance table? Is it just looking for a response by…User_2025-02-03-22-31-24-751 44 views 0 comments 0 points Most recent by User_2025-02-03-22-31-24-751