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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Organisation hierarchy - how to view all in one report?Content Hi everyone We are trying to clean up and re-organise some of our data (the downside of a data import process) and i would like to see one report where I can est… -
Query to display recent itemsContent I need to display top 5 recent items in my custom page. Is there any report available in rightnow through which we can see recent item (like as shown in recent i…User_2025-02-03-17-20-03-936 43 views 1 comment 0 points Most recent by User_2025-02-01-08-17-55-035 -
Count of Incident that never escalatedContent Hi Team, Does any one know how can get the total cases that never been escalated? & How can write "NOT IN" as a expression in a column Appreciate your help in ad…User_2025-02-03-19-26-48-025 25 views 2 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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KB Analytics presentation from Texas User Group meetingContent KB Analytics presentation from TUG meeting
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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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Multiple calculations for different interfaces in one report - handling timesContent Hi there, I am hoping someone may be able to help me with a report. I have a report which shows me all open incidents by 'brand' - we have separate interfaces fo…User_2025-02-01-08-29-25-648 13 views 3 comments 0 points Most recent by User_2025-02-01-08-29-25-648
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Notification ScreenContent Hi Gurus, Can we customize the Notification report? Thanks, Mohan -
Recent search reportContent Hi All, Please find the attached screenshot.can we remove the recent searches in the Report.? Thanks, MuthuUser_2025-02-03-18-29-17-316 31 views 1 comment 0 points Most recent by User_2025-02-03-19-26-48-025
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Restricting Report by ageContent I currently looking at editing the Email by Age report and want to restrict it to only to show incidents that are not solved that are older than 48hours or our S…
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List of reportsContent Does anyone have a list of OOTB reports that we can share with customer ?
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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 38 views 4 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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Register Now! Ask the Experts Webinar: Data ValidationContent Oracle Service Cloud Ask the Experts Webinar Register Now! Validate Data in Your Reports to Ensure the Story You’re Telling is Accurate Wednesday, March 23rd @ 8… -
Day of Week Report - Removing Alphabetical OrderingContent Hi everyone, I have attached a picture of a custom report I have built to show the number of chats requested, by day of the week, for any date range. However, wi…
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customer thread count when the last status was pendingContent Hello Team, I have to create two column in the same report based on the below condition:- 1. I want to calculate the average time when the status was in pending …User_2025-02-03-19-26-48-025 34 views 2 comments 0 points Most recent by User_2025-02-03-19-26-48-025
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If Incident created due to reply to expired incidentContent In conjunction with my post here https://cloudcustomerconnect.oracle.com/posts/1c3dfa733a, I am trying to find a way to identify incidents that were responded to…User_2025-02-03-19-28-20-911 36 views 2 comments 0 points Most recent by User_2025-02-03-19-28-20-911
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Removing white space from reports (columns)Content Hi, I am trying to remove some extra space from my reports which I think is caused by the length of the report title maybe. I've attached a screen print showing …User_2025-02-01-08-29-25-648 41 views 2 comments 0 points Most recent by User_2025-02-01-08-29-25-648
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Reporting SLAs on Social Monitor created IncidentsContent Hi All, I have been trying to build this reports for almost 3 days straight now. My client is using Social Montior to handle direct and private messages. the cur… -
Column Sorting by Month, Not YearContent Why will this column sort by month and not year?User_2025-02-03-16-48-16-590 19 views 3 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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Expression Help - First Solver for FCRContent I'm working on a FCR report. I have created a Custom Incident Field called FCR that changes from Yes, to No, once an incident is Updated. What I am trying to bui…
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How do I add a default text string to the run-time filter in a report?Content Hi I think we have reached a data limit in our system where even our 'quick search reports' are having to queue so i'm looking at options to reduce the amount of…
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Report on Standard Text Used in ChatContent The Standard Report Used by Agent does a great job of telling us the standard text used for email responses, but it doesn't look like it covers Chat Sessions. Fr… -
Report layout - horizontal instead of vertical?Content Hi all, Is it possible to change the report layout from vertical to horizontal? For example FROM Agent Incidents Handled A 100 B 245 C 123 TO Agent A B C Incide…User_2025-02-01-08-29-25-648 20 views 4 comments 0 points Most recent by User_2025-02-01-08-29-25-648
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Reporting on Answers with Conditional SectionsContent Is it possible to report on Answers that contain Conditional Sections? I didn't see anything in the data dictionary that would represent Conditional Sections. Ba…User_2025-02-03-17-44-59-137 37 views 7 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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calculate average time between two dates based on statusContent Hi Guys, I want to calculate the average time between two dates based on the status. Don't know how to write correct syntax for that. Please refer the attachment…User_2025-02-03-19-26-48-025 22 views 7 comments 0 points Most recent by User_2025-02-03-19-26-48-025
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Incident status change following scheduled report? or Timed status change?Content Hi all, I doubt this is possible but thought I would ask. I have a scheduled report that runs periodically, e.g. 10am and 2pm every day. This delivers the report…User_2025-02-01-08-29-25-648 13 views 2 comments 0 points Most recent by User_2025-02-01-08-29-25-648
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"Live" Performance StatsContent Hi all, I have struggled for a while to get live performance stats. I have some, but they are in separate reports. What I would like to see is a single report wi…User_2025-02-01-08-29-25-648 28 views 2 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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How to measure proactive offers stats grouped by rule name (from Engagment Engine)?Content I want to measure the effectiveness of my various rules, each of which launch Syndicated Proactive Chats (SPAC) via Engagement engine (EE). I can measure the ove…
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Is there a way to increase the Text Length Limit beyond 300000 on a Blob?Content I am trying to include the answers.solution field (which is a blob) in a report and it will not let me Save a value higher than 300000 in the Text Length - Limit… -
Weekends on Due Date crosstabContent I'm making a cross tab report that shows the response due for a week. Our SLA doesn't include weekends. In the cross tab, the day of week is showing M-F, but the…User_2025-02-03-18-13-34-376 26 views 2 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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How to calculate Unresolved incidents after End user reply backContent I created a report which calculate how many Incidents closed by an agent, however i am stuck on a question as below : if agent mark incident as Resolve (Close) a…User_2025-02-03-20-38-38-926 25 views 4 comments 0 points Most recent by User_2025-01-30-19-06-33-073