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Reporting & Analytics for B2C Service
Discussion List
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Chat report: Good tip on how to create a standard report with user operating system and browser?Content Attached Report Definition.jpg shows the expression and filters I wish to use in the report, all good there. If I run the report as is today, it shows all the re…User_2025-02-01-08-38-15-811 21 views 3 comments 0 points Most recent by User_2025-02-01-08-03-48-129 -
Display total count of incidents in "pending" status with X created dateContent Hi All, I have a requirement to create an incident report based on the below conditions with these columns 1.Date/time 2.Reference number 3.Carry over 4.Incident… -
Tracked Links in a chatContent Any ideas on how to report on a tracked link that is added to chats. Tracked links work in mailings, surveys and some message templates but they don't appear to … -
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…User_2025-02-03-16-48-16-590 24 views 5 comments 0 points Most recent by User_2025-02-03-16-48-16-590
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How to hide the entire row when "if" function returns "No Value"?Content Hi, I am using the "if" function to return the value that I need & it works fine but I only want the report to return the output/rows with "No" values & hide ent…User_2025-02-03-16-11-55-768 35 views 2 comments 1 point Most recent by User_2025-02-03-16-11-55-768
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Recency reportContent I want to have a report that shows "recency" in incidents (or better yet - show contacts who do *not* have recent incidents) based on a list of assigned opportun… -
Clickstreams Attribute Definitions?Content Hello, I'm trying to find where the attributes for clickstreams.context3 are defined. This table returns no results in the User Guide I see in the report 'Incide…
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chat_agent_performance_intervalsContent Hi, This is in relation to the topic posted by Rahul on Aug 5, 2015 https://cloudcustomerconnect.oracle.com/posts/f746169675 I am able to get the duration on the…User_2025-02-03-19-38-56-069 13 views 2 comments 0 points Most recent by User_2025-02-03-19-38-56-069
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How can I create a report with basic column filters?Content Still relatively new to Oracle Service Cloud, and the reports builder tool is different from what I'm accustomed to (MS Access for example). I'm trying to do som… -
How to calculate average when you use "rel_date_diff"Content How to calculate average working hours between two dates Example: I´v this report: assign_acct_ID ref_no DATE1 DATE2 rel_date_diff(DATE2,DATE1,1) Jhon Lara 15122…User_2025-02-03-20-17-13-751 36 views 4 comments 0 points Most recent by User_2025-02-03-20-17-13-751
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How to filter a report in Chat Workspace by a custom field set over the Chat URLContent Hi all, I am launching a chat with a customized URL where I am setting a custom field as follows: http://cvtravel.rightnowdemo.com/app/chat/chat_landing2/contact…
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Using queue_stats.queue_actionContent Hi Team, We're looking at using queue_stats.queue_action within a report, but the data dictionary only lists the 2 possible results as 'arrived' & 'handled' & no…User_2025-02-01-08-36-31-762 49 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224
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How is "Chat Agent Sessions: Engaged Secs" calculated?Content Doing some work for a client. We are wondering if chat_agent_sessions.engaged_secs counts concurrent chats? For example: Between 8:00 and 8:05 Betty chats with o…
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FCR by Agent HelpContent Hi, our company has been using Oracle Service Cloud for just over a month and I'm very new at using reporting/expressions involved in Analytics. I'll try and exp…User_2025-02-03-19-28-20-911 45 views 5 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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Filter report based on logged on users OrganizationContent I'd like to create a "My Incidents" type report that would include any incidents where the incident's organization is equal to the organization associated with t… -
"Week Number" Reporting intervalContent Is it possible to configure the week numbers that RightNow uses for the above? (for example if our Reporting Year begins on 1st April, rather than 1st Jan)?User_2025-02-03-17-31-49-785 37 views 2 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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Incident age 'grid'Content I need to create a report which shows the age of an incident, using the field incidents.c$sla_start It would be arranged as below: Days Open: 1 2-7 8-14 15-21 22…User_2025-02-03-17-31-49-785 30 views 5 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Adding calculation from different reportsContent Is it possible to add the total calculations from 3 reports in a dashboard to a 4th report? For ex: Report 1 has total = x; report 2 has a total = Y, report 3 ha…User_2025-02-03-18-37-12-709 12 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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Agent and multiple account groupsContent Hi, We are in process of replacing CRMOD service module with RightNow. In CRMOD a service user could be part of multiple groups and would only be able to view in…
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Tasks object - Today and Tomorrow ReportContent Dear Experts, We have a requirement in which we have to have different TASKS report based on the day. This is for the service reps: 1 report is to have only thos… -
Report for Total Email and Chat Incident Completed by IntervalContent i am looking for a report that will show me the total incidents completed per agent by a date range for email, and chat, which includes Custom Contact Field. i t…User_2025-02-03-20-38-38-926 24 views 2 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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Scheduling ReportsContent Hi All, I have scheduled a report to send the mail after every 15 minutes but i am not getting any mail. Steps that I have done : 1.Created a standard report usi… -
Report to Show the "Send Receipt Email" Being SentContent Hi Everyone! I am looking for a way to report on the "Send Receipt Email" being sent for one of our clients. I have checked in the canned reports, the online KB …User_2025-02-03-22-16-06-242 40 views 5 comments 0 points Most recent by User_2025-02-03-22-16-06-242
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Chat Agent Session Report by Date When Session Spans Two DaysContent We have 24 hour contact centers, with some agents' chat sessions spanning two days (e.g. sign into chat at 10 PM one day, then signing out at 2 AM the next day).…
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Initial Assign (Abs) larger than Initial Response (Abs)Content On the Email Performance report, we are seeing a couple of days where the Initial Response (Abs) is actually larger than Initial Assign (Abs). Theoretically, the…User_2025-02-01-08-41-04-877 18 views 1 comment 0 points Most recent by User_2025-02-03-21-53-19-701
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Limit on date_diffContent I'm trying to use the date_diff function in a segment to find contacts over a certain age, and am having some trouble, so I tried putting the same code in a repo… -
Displaying Business RulesContent Hi Team, Is there any method that I can create or run a report that will display all the Business Rules for my site/interface? The current method being used is t…
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Custom Objects Reporting -> Associating Accounts to Account GroupsContent Hi all, We created a custom object where one of the fields within the object is a "Accounts by Group" menu field. In the report, I added 3 columns 1. incident re…
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Problem when exporting Report to ExcelContent Hi, Our text fields appear in dissorder after exporting to Excel. It looks correct in Design & Report View Mode. What could be the problem / How can we fix this?…
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24 hour SLA excluding weekendsContent Hello! I currently have a report that uses the below expression to return the number of incidents that were not processed within 24 hours. count (if(incidents.la…User_2025-02-03-20-55-18-663 44 views 5 comments 0 points Most recent by User_2025-02-03-19-53-47-434