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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How to union two dataset in one report?Content Dear guys, I want to display two datasets with different filter condition in one report under incident, is there any way to acheive this? Thanks and Regards. Ver… -
Reporting on incidents that were closed with an Answer.Content I would like to report on closed incidents that with answers associated with them. I'm trying to report on an internal answer usage goal, the goal is to have 85%…User_2025-02-03-19-27-55-024 29 views 4 comments 0 points Most recent by User_2025-02-03-19-27-55-024
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Can you create a Drill Down Level for Sub-Totals?Content I have a report similar to the attached image where I have created drill down levels for some grouped records. This works great. I would like to be able to click… -
How to add exceptions to dashboard reportsContent Would like to add exceptions to dashboard reports to give a visual indication as to where a request is in relation to its SLA. The requirements are below: * If 0… -
A report that contains segments (contact with o not with email)Content I need to créate a report. This report must show campaign and contact.related to this campaign. The trouble I have is the following: The report only show contact…User_2025-02-03-17-32-27-825 16 views 0 comments 0 points Most recent by User_2025-02-03-17-32-27-825
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Organization SearchContent Morning everyone! Please see the attached image, I added an additional search field (External Customer ID) to "Search Organizations" (This is a search from the H…User_2025-02-03-18-36-38-730 24 views 5 comments 0 points Most recent by User_2025-02-03-18-36-38-730
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Proactive Chat Offer Statistics by Queue?Content We're getting ready to launch proactive chat on our site and it will be in multiple locations with each location assigned to a specific queue. In looking at the … -
How can I configure a daily, scheduled, *unique* list?Content I don't know if I'm trying to do something a little unorthodox, but here goes: We have incidents to which we assign certain dispositions. We would like to run a … -
Understanding what end users are asking via chatContent Hi All, I am trying to build a report that tells me what kind of chats we have through, in a hope of gleaning some insight to further develop our FAQ's. I have l…User_2025-02-01-08-41-48-500 21 views 1 comment 0 points Most recent by User_2025-02-03-20-10-42-447
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report with indicator calculated from several areaContent Hello is it possible to define a report which represent by contact some indicator calculated from several objects as # incident open, # incident Web , # incident…
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Incident Reporting DesignContent I am trying to create a report that will pull if there are multiple incidents from a particular contacts email address. Our customers will email in multiple time…
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Remove duplicate incidents from a reportContent Is there a possibility to remove duplicate incidents from a report (like the "remove duplicates" function in excel)? I have created a report to check which compa…User_2025-02-03-18-57-47-987 79 views 5 comments 0 points Most recent by User_2025-02-01-08-41-48-500
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Unable to calculate Responses Sent by Agent / Total Login time by Agent in one reportContent Request * Calculate PPHW using the following formula * PPHW = Responses sent by Agent/Total Login Time By Agent Issue I'm unable to get this data on one report b…User_2025-02-03-17-18-46-485 38 views 4 comments 0 points Most recent by User_2025-02-03-17-18-46-485
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How to learn Complex reporting in RightnowContent Guys, Can anyone suggest me what is best practise to learn Rightnow reporting stuff. Do I need to learn SQL for better understanding or what is best way where I …User_2025-02-03-19-26-48-025 39 views 4 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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Recipient list in email not visibleContent Hi, While scheduling reports, Is it possible to see the recipient list in email to list? Regards, Kumaran
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Set report to deferred execution - Unable to save the settingsContent Hi, We have a report that is very useful for the Knowledge managers and they do not want any changes to that. We have optimized it to the extent possible but at …
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RunAnalyticsReport filtering based on sysdateContent Hi, I am running the analytics report in my SOAPUI and getting the output. I now need to specify a filter within the input payload so as to return only the incid…
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Survey Report Product WiseContent Hi, We need to create survey activity report product wise.From the surveys,mailings & mailings format table I can get all the required columns like number of cli…
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Reporting questions from Texas User Group meetingContent There were a number of questions regarding reporting and Vimal has provided some resources: Performance best practices whitepaper (and corresponding Modern Servi…
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Questions involving the Type column of the Transactions tableContent I have a column to track incidents created for live chat: sum(if(transactions.trans_type=2&transactions.source_lvl2=1017,1)) We have the incidents set to be crea…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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Inline editing option is disabled optionContent Hi All, I have created a custom report for Incident and give permissions to edit the report for the profile level and in report level. But, the inline editing op…User_2025-02-03-18-29-17-316 33 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224
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Comparison Columns, need assistance interpreting documentationContent I want to build a report that compares aggregate chats weekly by queue, week over week, with additional columns indicating the percentage change +- between the w…User_2025-02-03-20-43-46-497 31 views 0 comments 0 points Most recent by User_2025-02-03-20-43-46-497
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Modify Agent Activity Report to count all responses send by AgentContent We are looking at Oracle's OOTB report - Agent Activity. Report ID: 55 We are trying to capture * Outgoing emails by the Agents * and emails that are being respo…
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Use Custom Scripts as FiltersContent I have a report that already uses custom scripts to do a certain calculation. However, I want to know if it's possible to use custom scripts as filters? Version … -
Hourly Incident Activity Today - Analytics Cookbook RecipeContent Incident Activity Hourly Incidents Activity Today Author: Bastiaan van der Kooij Independent Oracle Service Cloud Consultant Difficulty rating: (Advanced) Target…
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Get data of Current Fiscal Year-Month WiseContent 1. To list the months: Our Fiscal year starts from July and ends in June. I need to get details of cases which were closed in current fiscal year grouped by mont…User_2025-02-03-17-35-32-752 57 views 0 comments 0 points Most recent by User_2025-02-03-17-35-32-752
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Multiple charts in one dashboardContent I'm trying to create a dashboard that has "Incidents by category" with a separate graph for each of our offices (each office is a queue). To start off, I create …User_2025-02-03-19-04-35-690 37 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224
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Profile Permissions - Reporting on Administration Tab SelectionsContent Trying to locate the table where this info is captured to generate a report. Need to know if the options are selected or not. Thanks in advance for any feedback.… -
Answers Not Used - Analytics Cookbook RecipeContent Answers Not Used With Starters and desert Author: Dietrik KPN Consulting Difficulty rating: (Intermediate) Target persona: Content Manager Ingredients: 4 Total R…
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Team Open Incidents Summary (Team Dashboard) - Analytics Cookbook RecipeContent Team Open Incidents Summary (Team Dashboard) With Incident Details Report Link Author: Kenny T Oracle Service Cloud Analytics Product Manager Difficulty rating: …