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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Use of knowledge baseContent Hi colleagues, I'm trying to determine which knowledge base articles are being used by which agents. The out-of-box reports are helping but I want to get more: a…User_2025-02-03-16-20-21-531 42 views 0 comments 0 points Most recent by User_2025-02-03-16-20-21-531 -
Copy Cell to Clipboard pastes ?????Content When I use Copy Cell to Clipboard for foreign languages, it shows only a set of question marks when I paste. Does anyone know what would cause this? For instance… -
Filter on answers viewed by signed-in users on customer portalContent For reports referencing answers viewed on the customer portal, I'd like to be able to filter out answers viewed by signed-in users. We don't have any SLAs for ou…User_2025-02-03-16-48-16-590 29 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224
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Help needed to create a detailed chat reportContent i need to create a chat report with following below column, Date Queue Interval Chats Offered Chats Completed Abandoned Chats SLAs Met Average Wait Time Idle Ses…
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Audit of agent/user transactionsContent Hi colleagues, There appear to be out-of-the-box reports that can tell what an agent has done within a customer record. However, I can't find a report that would…User_2025-02-03-16-20-21-531 24 views 1 comment 0 points Most recent by User_2025-02-03-22-10-51-246
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If Operators?Content Hello, I could have swore I saw somewhere an 'if' function using either AND/OR operators. I'm trying it myself and I can't seem to make anything work. I also can…User_2025-02-03-22-10-51-246 41 views 7 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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Calculating AHT for emailsContent Hi colleagues. I've been asked if it is possible to calculate AHT on email interactions on teh basis of the time an agent started working on an email to the poin…User_2025-02-03-16-20-21-531 17 views 3 comments 0 points Most recent by User_2025-02-03-19-32-04-846
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Unique values separated by commaContent Hello, I am trying to display a report that contains one row with unique values separated by comma. My column looks like: col_name val1 val3 val1 val2 val2 val2 …User_2025-02-01-08-57-44-356 49 views 3 comments 0 points Most recent by User_2025-02-01-08-57-44-356
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Agents staffed per interval reportContent We've got a workforce management group that uses Erlang C to forecast calls and needs to come up with something similar to what that accomplishes via a report th…User_2025-02-03-20-43-46-497 29 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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Checking replies to customer repliesContent Hello there, I feel like I'm missing something obvious, so sorry if this is a dumb question. Let me set up this scenario: We email a customer > customer replies …User_2025-02-03-22-10-51-246 38 views 6 comments 0 points Most recent by User_2025-02-03-19-31-14-086
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Staff Account Access ReportContent I am currently running the out of the box report: Staff Accounts by Profile with Last Accessed - this report is not currently functioning for us- it processes fo…
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Export List of Org's w/in HierarchyContent Situation We have Company A Under company A we have a large number of companies listed under it's Hierarchy. Is their a way to export a list of said companies un…
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Editable columns display stylesContent We have enabled inline editing for certain reports, is there a way to change the way the editable columns are displayed? For example we'd like to display a "Yes/… -
Reporting on Survey ResponsesContent Hi All, I am wondering if someone can help me. I am trying to Report on the Response to a particular question. For Example if in a question we capture a Name (us… -
Reporting Time Between Chat EventsContent I've been tasked with creating a report to isolate the number of chats where there is no post by the end user within a minute of the agent interaction beginning.…
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Use a "friendly" name in the From field of a scheduled report?Content Is there a way to use the display name or full name of the account specified in the 'Run report as' field of a scheduled report, instead of the email address? Fo…
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Only include certain number of rows for scheduled reportsContent Hello, I have a report that is set up to count incidents for each level 1 resolution. I have the page report button set to 5 as I only want to see the top 5 from… -
Report on Emails Solved by Agents with No Response SentContent I'm trying to create a report that shows incidents solved in our email queues by agents where no response was sent. I've tried altering some of the FCRR reports,…User_2025-02-01-08-26-22-513 25 views 1 comment 0 points Most recent by User_2025-02-03-21-53-19-701
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Agents who have worked on an Incident?Content Trying to figure out the best way to query this information Basically, need a daily report showing a breakdown by queues and then all agents who have worked on a… -
Chat incident Data string roll upContent Hi Collegues I am trying to roll up the text string into one long cell. Currently each incident for webchat appears as - 1) "Hello my name is x?" 2) "no value" 3…User_2025-02-01-08-41-48-500 13 views 3 comments 0 points Most recent by User_2025-02-01-08-41-48-500
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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
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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_2025-02-03-18-03-35-071 111 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…