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Reporting & Analytics for B2C Service
Discussion List
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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 -
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 13 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
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Reporting on Duplicate ValuesContent We have a requirment to report on a custom object and if we find a duplicate in a certain field, show the 2 records on the report. The person who wrote the requi… -
report on mailing campaigns done last 12 months having the mailing includedContent wonder if it's possible having a report per campaign showing the mailing text and all the contacts this has been sent ? would need such for a 12 months overview …
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Joining Prod-Cat mapping in report with Answers tableContent I have a basic Answers report showing a range answers' selected products and categories. However, I only want the categories mapped to one product to appear in t…User_2025-02-01-08-32-25-828 25 views 5 comments 0 points Most recent by User_2025-02-01-08-17-55-035
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flow2question.seq - Need survey questions in order on reportsContent Hi Everyone, In the canned reports, the survey questions are not showing in the same order in which they are presented in the survey itself. I understand from th… -
Chart colorsContent Is it possible to change chart colors manually? So that for example "complaints" would be always red in all reports. -Pekka M.User_2025-02-03-19-16-50-953 19 views 4 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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Print report prints as imageContent Hi All, My team has created a report which prints the notes associated with a custom object since there is no default way to print this. My issue is now though t…
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Custom Fiscal CalendarContent Hi all – I am trying to build a monthly and quarterly report that runs automatically to coincide with our fiscal calendar. At this time I have to manually tweak …
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Can't Create Multi-edit ReportContent Just upgraded to May, 2015. Lost ability to create multi-edit report. Now when selecting multiple lines to edit, with e.g. Task and wanting to edit the Status fo…User_2025-02-03-18-56-40-556 27 views 3 comments 0 points Most recent by User_2025-02-03-17-51-39-278