Reporting & Analytics for B2C Service
Discussion List
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add contact notes form field in campaign?Content Hi Does anybody know how to add contact notes form field in campaign? It is not available, as far as i can tell, in merge fields, and I don't know how to make a … -
Add Filter to Report Using HooksContent I find it odd that there isn't much documentation on how to achieve the same (or maybe my searching skills aren't that good) but searching through the discussion… -
Answer Effectiveness from Guided AssistanceContent When answers are linked to Guided Assistance, is there any way to report on Answer Effectiveness from the guide? When customers view answers they can rate them w…
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Creating an Alert for An Unassigned AnswerContent Hi! I need to create an Alert to notify me when an Answer has not been assigned in 12 hours. Any suggestions how I should write the Exception for this alert?
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Can I group incidents.created_by by the groups the accounts belong to?Content All, I'd like instead to group by groups based on which accounts created an incident (incidents.created_by) rather than the currently assigned account. Unfortuna… -
Answers Viewed report - split by view source/answer referrerContent Hello community. A report that I've been wanting to create for some time is a report that gives us an indication as to the source of answer views. I'd like to ta…
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Calculating a 'Total Percentage' in a reportContent Hi guys, I've been pulling my hair out over this one and was hoping someone on here will be able to point me in the right direction! I have a report titled 'Ques…
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Incident report - Custom scriptContent Guys, I have an incident report list all unresolved incidents specific to a queue. The report contains incidents assigned to the logged in user as well as other … -
Answer with Access DatabaseContent We have a knowledge base answer that uses uses an Access database, and the files for this answer are currently stored on an unsecure server. The answer functions… -
Contact List - Add and Remove Contacts from a ReportContent Hi everyone, I apologize in advance if this topic already exists - couldn't really find something exact. I'm trying to create a contact report that removes and a…
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How to hide or remove 'Recent Contact' on Contact Search Report?Content Hi, all! We have to remove or hide the 'Recent Contact' on Contact Search Report, executed by Incident workspace, as attached. How can we do that? Thanks for hel…
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Calculate the time between Assigned transactionsContent I am being asked to report how long an incident has been assigned to each agent that the incident has been assigned to. For example, an incident is created and t…
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Query : Threads Sequence ColumnContent Version: 14.11 Hi, I ran a test report using a single incident id in threads table which have threads.seq column. The flow of incident was * Incident created by … -
Display an average rating for a distinct choice survey questionContent Hi This is a follow on question to: "Showing distinct responses for a survey question + frequency of each distinct answer" https://cloudcustomerconnect.oracle.co…
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Question filtering across interfacesContent Hi there, I am trying to create a report to look at specific questions across interfaces and hitting a road block when filtering. If I simply query the questions…
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Showing distinct responses for a survey question + frequency of each distinct answerContent Hi - I'm hoping someone can advise as I'm not seeing an out of the box report that can be easily customized to support this. Summary: We want to pull a list of d…
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Total count of survey which is sent to customerContent Hello Cloud Team, Need your help on urgent basis. I want the total count of the survey which is sent to the customer for a specific queue. How can I get it throu…
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Recording: Getting Deeper Insights with Reporting and Analytics from the Modern Service Experience..Content Join me, Oracle Service Cloud Principal Product Manager, and learn best practices for optimizing reports and dashboards to help gain deeper insights from your da… -
Total Contacts per DayContent Hello, We're quite new to rightnow and have really been enjoying the abundance of information it provides but we're having challenges pulling an accurate e-mail …
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SmartAssist deflection not capturedContent Smart assist is working on our site. We are seeing Ask A Question rates drop. But we don't know if this is happening because SmartAssist helped deflect a questio…
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Last 3 Thread entriesContent Hi community :-) I try to set up a repot with a column which shows the last 3 thread entries. Unfortunately I cant find a function to achieve this. I used last(t… -
Can all thread.notes be grouped into a single row?Content Hi, I have created a report that returns a list of incidents, and associated information. One of the fields in the report is threads.note. Each time a note is cr… -
Group by Lower Level ProductContent Hello, I am trying to create a simple count by product report. However, I am getting duplicate outputs. The product hierarchy looks like this: Product Level 1/Pr…
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Report with Roll-Up Totals - Need %'sContent I'm trying to add a % of total incidents by category. I have the Category as my roll up but no total incidents configured. I can't get a total on the report so I… -
Is it possible to date_group on weeks other than Sun - Sat?Content Answer http://crm.rightnow.com/app/answers/detail/a_id/2116/ from RN's KB gives a few alternatives, but if I want to show multiple weeks from Friday to Thursday … -
Pay attention to table joins!Content Be sure to check how your tables are set up and that you are using the right kind of join when creating your report. (Edit report > Home Tab > Tables) By default…