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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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 -
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 27 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 28 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
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Searching the Organization Name within a ReportContent Any tips on being able to search on the Organizaitono Name within a report that acts like "contains". Currently we are using Complex Expression. Unless we use th…
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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
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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
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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 28 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 18 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 24 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 31 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…