Reporting & Analytics for B2C Service
Discussion List
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Manager ReportsContent Dear Experts, I have set the agent hierarchy as : Manager 1 -> Manager 2 -> Agent1, Agent2 When I open any of the standard managerial reports(say opportunity rep… -
Drill down from Chart to detailsContent Dear Experts, Please guide me how to create a report which shows the data in graphical format on load, and has the functionality of drill down to the details. I …
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Report Filter with selectable timeframesContent Hi, I need to create a filter with selectable time frames. E.g. 7 Days in the future, 30 days in the future, 6 months in the future and all the time in the past.… -
Inc_performance.solved vs Incidents.closedContent What is the difference between these two, and what scenarios should you use one vs the other? Example: I'm trying to make a graph of incidents that were solved t…
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How to style a report link column?Content Hi, I have a requirement to style a column, the only column of this report. It shows one row, a number and should be a link to a report showing the records. It s…Clemens-Christoffer Meyreiss 34 views 4 comments 0 points Most recent by Clemens-Christoffer Meyreiss
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Create Incident Report that shows Created by Time PeriodContent I need to create a report that shows all the products that our customers own, as well as the number of incidents they have created in increments of column 1 - 6 …
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Clarify 'Not Equal (Include/Exclude No Value)'Content I am over thinking this a bit, but can someone help me understand in words what Not Equals (Include/Exclude) No Value Means? My Guess is if I Include No Value, t… -
Chat report: Good tip on how to create a standard report with user operating system and browser?Content Attached Report Definition.jpg shows the expression and filters I wish to use in the report, all good there. If I run the report as is today, it shows all the re… -
Report about Incidents closed by systemContent Hi all! I would like to know, if the possible create a report where I can see incidents which were closed by system. Before, the rule "if status = waiting, the i… -
chat_agent_performance_intervalsContent Hi, This is in relation to the topic posted by Rahul on Aug 5, 2015 https://cloudcustomerconnect.oracle.com/posts/f746169675 I am able to get the duration on the…
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Display total count of incidents in "pending" status with X created dateContent Hi All, I have a requirement to create an incident report based on the below conditions with these columns 1.Date/time 2.Reference number 3.Carry over 4.Incident… -
Using queue_stats.queue_actionContent Hi Team, We're looking at using queue_stats.queue_action within a report, but the data dictionary only lists the 2 possible results as 'arrived' & 'handled' & no…
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FCR by Agent HelpContent Hi, our company has been using Oracle Service Cloud for just over a month and I'm very new at using reporting/expressions involved in Analytics. I'll try and exp…
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How to hide the entire row when "if" function returns "No Value"?Content Hi, I am using the "if" function to return the value that I need & it works fine but I only want the report to return the output/rows with "No" values & hide ent… -
Clickstreams Attribute Definitions?Content Hello, I'm trying to find where the attributes for clickstreams.context3 are defined. This table returns no results in the User Guide I see in the report 'Incide…
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Recency reportContent I want to have a report that shows "recency" in incidents (or better yet - show contacts who do *not* have recent incidents) based on a list of assigned opportun… -
Reporting on ProActive Chat vs Reactive ChatContent Hi all We're looking at launching Proactive chat over the next month or so (we already use standard 'reactive' chat). A key method of measuring the success of Pr… -
How to calculate average when you use "rel_date_diff"Content How to calculate average working hours between two dates Example: I´v this report: assign_acct_ID ref_no DATE1 DATE2 rel_date_diff(DATE2,DATE1,1) Jhon Lara 15122…
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How can I create a report with basic column filters?Content Still relatively new to Oracle Service Cloud, and the reports builder tool is different from what I'm accustomed to (MS Access for example). I'm trying to do som… -
Report for Total Email and Chat Incident Completed by IntervalContent i am looking for a report that will show me the total incidents completed per agent by a date range for email, and chat, which includes Custom Contact Field. i t… -
How to filter a report in Chat Workspace by a custom field set over the Chat URLContent Hi all, I am launching a chat with a customized URL where I am setting a custom field as follows: http://cvtravel.rightnowdemo.com/app/chat/chat_landing2/contact…
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How is "Chat Agent Sessions: Engaged Secs" calculated?Content Doing some work for a client. We are wondering if chat_agent_sessions.engaged_secs counts concurrent chats? For example: Between 8:00 and 8:05 Betty chats with o…
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Chat report about agent that how many chat requests he accepts, neglects and declinesContent RT. anyone can help? Thanks -
Agent and multiple account groupsContent Hi, We are in process of replacing CRMOD service module with RightNow. In CRMOD a service user could be part of multiple groups and would only be able to view in…
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report on incidents with more than one responseContent Hi I would like to be able to run a report to view all incidents that were resolved with more than one response. (i.e. not first time) Can anyone advise how I ca…
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Filter report based on logged on users OrganizationContent I'd like to create a "My Incidents" type report that would include any incidents where the incident's organization is equal to the organization associated with t… -
"Week Number" Reporting intervalContent Is it possible to configure the week numbers that RightNow uses for the above? (for example if our Reporting Year begins on 1st April, rather than 1st Jan)?
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Adding calculation from different reportsContent Is it possible to add the total calculations from 3 reports in a dashboard to a 4th report? For ex: Report 1 has total = x; report 2 has a total = Y, report 3 ha…
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E-Mails per HourContent Hello, I'm trying to develop a report that will give me the number of e-mails completed while the agent was in our "E-Mail" status. I currently have the correct …
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Custom Objects Reporting -> Associating Accounts to Account GroupsContent Hi all, We created a custom object where one of the fields within the object is a "Accounts by Group" menu field. In the report, I added 3 columns 1. incident re…