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
-
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… -
Search in Answer Source (Using Custom Script) - Analytics Cookbook RecipeContent Search in Answer Source Using a custom script Author: Bastiaan van der Kooij Independent Oracle Service Cloud Consultant Difficulty rating: (Advanced) Target per…
-
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…
-
Time in Status (Transactions Calculation w/ Custom Script) - Analytics Cookbook RecipeContent Time in Status Calculates time using custom script Author: Bastiaan van der Kooij Independent Oracle Service Cloud Consultant Difficulty rating: (Advanced) Targe…
-
Incident Transaction Counts (Multiple Transaction Types) - Analytics Cookbook RecipeContent Incident Transactions Counts Vanilla Report Counting Multiple Transactions Types Author: Bastiaan van der Kooij Independent Oracle Service Cloud Consultant Diffi…
-
Chat Summary Charts (Arrivals, Wait Time and Session Time) - Analytics Cookbook RecipeContent Chat Summary Charts Arrivals, Wait Time and Session Time Author: Helix Business Solutions Difficulty rating: (Intermediate) Target persona: Chat Supervisors & Ma… -
Incident Details/Agent Queue Report (To Use as a Report Link) - Analytics Cookbook RecipeContent Incident Details Report Agent Queue for Report Linking Author: Kenny T Oracle Service Cloud Analytics Product Manager Difficulty rating: (Basic) Target persona: … -
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: …
-
Hello Team, As we have multiple Relationship Item under insert control tab Like( File...Content Hello Team, As we have multiple Relationship Item under insert control tab Like( File Attachment, Log view, Audit Log, case view etc.) What I need is, when I am …User_2025-02-03-19-26-48-025 19 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224
-
Workspace/Workflow Usage by Profile - Analytics Cookbook RecipeContent Workspace/Workflow Usage by Profile Find Out Who is Using What Author: Levi D Oracle Service Cloud Support Difficulty rating: (Intermediate) Target persona: Site… -
Reports showing origin of syndicated widget OR inventory of sites that have codeContent Is there a report that shows what URLS are "referrals" using the syndicated chat widget? I see the reports posted in the documentation but they don't know the pa… -
Custom Report returning duplicate search resultsContent Hello dears, I have created a custom incident report by copying the 'Today's Incidents' report and enabled it in my profile navigation set. The report has the sa… -
Answer Effectiveness Macro View - Analytics Cookbook RecipeContent Answer Effectiveness Macro View Author: Joe Landers Oracle Service Cloud Difficulty rating: (Basic) Target persona: Chief Customer Office, VP Operations, Busines… -
Can we have a single report to export all the chat attributesContent Hi, We are currently in the process of migrating the chat solution from ATG to Oracle Service Cloud. Have attached the data dictionary for the existing ATG solut… -
Analytics CookbookContent Welcome to the Analytics Cookbook! This is an exciting resource intended to help with your Oracle Service Cloud Analytics. How do you measure the value your orga…
-
Intra-day reportContent Hi all, it may be that this is simply due to terminology between our old system and RightNow being different but can anyone tell me if there is a report(s) that …User_2025-02-03-16-20-21-531 22 views 2 comments 0 points Most recent by User_2025-02-03-22-12-27-452
-
Filter Not Using IndexContent Hello All - I have a report containing a single table (thread) and a single required runtime-selectable filter (threads.entered >= ****). Analyzing the report re…
-
Request assistance understanding how Incident Edit Time is greater than total time agent logged intoContent Pulling up the Agent Login Report (Report ID :54). I can see the following agent who was logged into OSC for 10h 50m 51s but Incident Edit Time is 19h 12m 41s. I…User_2025-02-03-17-18-46-485 18 views 2 comments 0 points Most recent by User_2025-02-03-17-18-46-485
-
Report/Analyse CF used in WSContent Hi everyone, I hope someone can help on this. In the past we used to create custom fields (CF) for nearly everything and now it ended up in a total mess. Now we …User_2025-02-03-17-27-31-522 21 views 2 comments 0 points Most recent by User_2025-02-03-17-27-31-522
-
Multiple Questions about Reporting Please Help!Content 1.) We have a client that emails us tickets on behalf of another client that is in RN. When that ticket comes in, it is assigned to Client A and it shows on beha…
-
Problem with adding Custom Reports on Report DashboardContent Hello I'm using February 2016, and I've been trying to add two custom reports on Report Dashboard, referring to the following Answer; https://cx.rightnow.com/app… -
Report to Identify Workspace Rules per WorkspaceContent Is there a report or fields that can be used to create a report to identify specific workspaces rules and associated workspaces? I need to identify which all wor…User_2025-02-03-18-49-47-601 26 views 0 comments 0 points Most recent by User_2025-02-03-18-49-47-601
-
Average Incident Handle Time Per AgentContent I am trying to create a report in Report Explorer that indicates how long an agent took to respond to an incident email. This would be from the time the incident…User_2025-02-01-09-04-02-832 43 views 3 comments 0 points Most recent by User_2025-02-01-09-04-02-832
-
Daily Backlog ReportContent Using the standard Backlog Report - ID 11 This report is great and ideally what we want however I don't believe it's showing us a true backlog. The number the re…User_2025-02-03-18-36-38-730 23 views 0 comments 1 point Most recent by User_2025-02-03-18-36-38-730
-
Query Size Limitation errorContent Hi, Recently we have started facing the 'Query size limitation error' for certain reports. Even if tried to run the report with date created value(Custom Object)… -
Change date based on Logged InContent I'd like to use "Logged In Account" in an IF statement to adjust the time for a column that reports a date. Our report simply shows a queue that is sorted by Dat…User_2025-02-03-19-28-20-911 23 views 0 comments 0 points Most recent by User_2025-02-03-19-28-20-911
-
Contact Report ExportContent Hi All, How to disable the feature of exporting the contacts in the contact report. Thanks, Seethalakshmi S
-
Recent items in a search reportContent Could someone help me in understanding the persistence of results under Recent section in a search report? Taking a scenario where a staff account uses the same…
-
% of incidents having 1 Customer entryContent Hi, I need to show the percentage of email incidents which got solved with 1 customer email. So ideally no. of incidents with 1 customer entry in threads table. …User_2025-02-03-22-27-06-740 33 views 4 comments 0 points Most recent by User_2025-02-03-19-30-01-975
-
Exclude Holidays/Business HoursContent Hi Gurus, Whenever CCA team received ticket from Customer, based on the products and categories, the incident will route to corresponding Supervisor.Incident Sta…