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
-
calculate the time difference between two datesContent Hello Team, How can I calculate the time difference between two dates. (Incidents.closed and incidents.created) I want the time in this format 'HH MI SS' . I mea… -
Different stats tablesContent What is the difference between kf_answer_stats and answer_stats?
-
Multi-select responses (not ****) but words pleaseContent I'm trying to write a report for feedback where the answer text is put in a comma separated list (not a csv, but literally a list of all the responses checked) f… -
Red X in grid for Chart Report/DashboardContent Has anyone seen this before? I have a Dashboard with 4 chart reports. The top 2 reports have a Red X across where the grid should normally be. It shows up on oth…
-
Reporting on incidents automatically closed with a standard responseContent We have a few categories set up that will generate a Standard Response back to the customer and auto solve the incident so an agent doesn't have to answer routin… -
Agent Daily Total Chats in Real-Time ReportContent Hello, I'd like to add a column to the standard My Chat Agent Statistics - Real Time report that displays the total of chats an agent has taken for the day. Some… -
Setting report permissionsContent Hi all, Is it possible to set permissions at an individual user level rather than at profile level? Many thanks in advance David Q Version Service Cloud -
Locked and Active Accounts Notification via EmailContent Hello, Is there a way in Oracle RN system so set a notification via email for the situations when the active Agents account are more than 5 established? I mean i… -
-
Survey Results Filter not filtering the actual answers.....Content We are trying to filter the results from our surveys and have added the date completed filter to the report however there is an action function that is calling a… -
Question for a Survey Reporting FilterContent We have recently began exploring surveying in our business. We are interested in creating a scheduled report based on a few criteria. On this specific report we …
-
Last Referring URL ReportContent Hey everyone, I am attempting to build a custom report to show the Last Referring URL before a Chat Request. I have built a "referrer" report where I used "click… -
"Unknown" in Chats by Operating SystemContent Hello, Our client success manager created a custom report for my team and me since we just implemented Live Chat on our FAQ site. It follows the same format as t…
-
Clickstreams table for Answers?Content Hello, I'm trying to create a report that shows a breakdown of answers by OS, filtered by product and date. I can't get the report to run (it keeps breaking due …
-
How to Add exception based below conditionContent Hello Team, Finding difficulty to write correct syntax during creation of exception. Color indication should be showed based on the below condition. If incident …
-
Last updated by - IncidentContent Hi Gurus, How could we get the Last Updated By in Reports, Connect PHP Thanks, Mohan -
Joining Two Condition In ExceptionContent Guys help me here, I want to add two condition in one exception but not able write correct syntax. If incident created less than 2 hours and incident priority is…
-
Incident Performance TrendsContent Hey Guys, We want to improve the way things are being measured in our queues and I need your assistance with that. Currently, we are using the slightly modified … -
Any way to count the contact list on automatic schedule via report?Content I want a report that tells me the total count from a contact list. I am facing two issues with the type of report I am trying to create: * The count field in “co…
-
Format Agent reports so they can see if incident has been updated by anotherContent In our business, agents often need additional information from a client via mail or fax. They will set the severity of the incident to "pending client". When the… -
Notifications TableContent Is it possible to write a custom report based on notifications. We want to slightly customize what our users see. -
Breaking Down Chat VolumeContent Hi, I'm trying to build a report where we can breakdown the chat volume we received by: 1. Interactive Chat - chats where in there are at least 1 message coming …
-
Workflow, Workspace, and Script Management ReportsContent Is there a reporting module similar to Report Management that will tie them all together? Example, I want to see all the workspace and scripts that use the orgs.…
-
Make searches smarter, ability to search part words?Content Hi all, Is there a way to improve search functionality across contacts and assets? As an example, if I have an asset of "Blue Laptop", I have to enter this exact…
-
Putting Multiple reference number at run timeContent Hello Team, I want to put multiple reference number at run time in the search criteria but it's throwing error. what is correct syntax for that? Refer the screen…
-
How to get the Agent response values from the Guided Assistance??Content Hi All, Does anyone knows how to get the Agent response which were entered in the Guided Assistance? I am trying to creating one report which must display the GA… -
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 …
-
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.…Clemens-Christoffer Meyreiss-Oracle 32 views 3 comments 0 points Most recent by Bastiaan van der Kooij
-
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…