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Reporting & Analytics for B2C Service
Discussion List
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Chat queue availability reportSummary: Historical report on how much time there was no agent available for a specific queue. Content (required): I'm looking for a historical report on how much time t… -
Is There a More Detailed Database Dictionary?Summary: Is there a more detailed database dictionary for Oracle Service Cloud? Content (required): For example, I am finding that some of the information in the Databas… -
Report to extract Standard text sent through Rule response by systemWe have a requirement to extract all the standard text with names that are being sent by the system through rules. We tried but did not find a way to join transaction/th… -
We need a report on Anchors.Summary: Anchors arent represented well in answers and their solutions. How can we search for them? Content (required): I made a report to search an answer solution for … -
contacts.any_phone_raw is not returning data when searching for Contact Phone Alt 3Content We have a search report set up that utilizes contacts.any_phone_raw which based on the Data Dictionary should search within any phone number field on the contact…
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Merged: We invite you to attend a ⭐️ LIVE ⭐️ webinar to get started with your Oracle Cloud Applicat…This discussion has been merged. -
Round date value to the last day of a monthSummary How to convert a given day to the last day of that month?Content Dear reader, Have looked in the report functions (Functions (custhelp.com)) and actually I'm loo… -
Agent login count is coming 0Content I'm creating a report that counts agent logins in RN, but in the column where it should count the number of logins, 0 is coming. What could be happening? Version… -
Download Attachments from Custom object throwing errorSummary I want to create a report that shows a list of attachments in a custom object and be able to download from the report. But error is occuring.Content Hello, I hav… -
Workspace Secondary Report is not showing in BUI ApplicationContent Hi All, In the BUI application, the attached Workspace Secondary Report is not showing. Is this possible? Any idea will be helpful. Thanks, Seethalakshmi S -
Saving a report in your preferred orderSummary Report with several sortable columns. Can different users save the report in their own preferred sort order?Content We have a report that has several sortable co… -
Percent of Waiting Incidents Auto Closed vs Closed by AgentSummary Percent of Waiting Incidents Auto Closed vs Closed by AgentContent I have a requirement to show the percentage of waiting incidents auto closed by system based u…
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Feasibility for Adding a new function in the reportContent Dear Experts, This is just a request to know the feasibility in implementing a Business requirement. Our Product Support Employees have requirement to add a func…User_2025-02-10-10-44-44-497 42 views 5 comments 1 point Most recent by User_2025-02-10-10-44-44-497 -
Report using Custom ScriptsContent Hi everyone, I have a requirement to create a report where we can display the number of incidents that has been routed to a different queue but only when the inc… -
Cross Tab Sort by Month Name and Year?Summary Is it possible to sort Cross Tab Columns correctly by Month Name and Year?Content I run into this problem all the time where I am not allowed to sort Month/Year …
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Identify for deletion - unused standard textSummary Business needs to identify unused standard text and delete - is there a report available?Content Hi gurus, We have a need (urgent) to identify and remove Standar…User_2025-02-01-08-17-38-818 47 views 7 comments 1 point Most recent by User_2025-03-10-21-27-49-962
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View analytics around sent emailsSummary How do I know that emails were sent?Content Hi, Let's say I use ConnectPHP to send 1000 emails in batches of 200. Currently, a lot of people from each batch are … -
Invalid Emails on Secondary ContactsSummary Incident will send with secondary contact having an invalid emailContent Our system will NOT send and incident if the PRIMARY contact has an invalid address. It … -
Using regular expressions in a report filterSummary Using regular expressions in a report filterContent Good Day! I'm attempting to use regular expressions (regex) in a report filter to isolate any entries into a … -
Simple report but a lot of data and crashingSummary report to show contacts who have emailed over the past yearContent What is better - both options crash. OPTION 1 Incidents table is root Inner joining with Conta…
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Dashboard Parameter Values Filer is blank on runSummary Dashboard with 10 reports. most all have a filter of inc.performance.group_id. In edit, I have selected this to default to Logged In. On run of Dashboard, filter…
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Remove Repeating LinesSummary Remove Repeating LinesContent Hello! I’m working on a report, but noticed that there are some lines that repeat (Answer ID). Does anyone have a recommendation on…
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include information already filtered outSummary Add a count of incidents assigned to group/accounts already filtered out of a report.Content Hi all. I have a report that shows a manager all open incidents assi…
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Report to count occurrences of subst characters in a subject lineSummary Report to count occurrences of a subst of characters in a subject line which vary depending on customer requirementContent Hi all. I'm not sure if this can be do…User_2025-02-01-08-17-38-818 36 views 0 comments 1 point Most recent by User_2025-02-01-08-17-38-818
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How to combine multiple transactions: Count incidents routed when not solved at the same timeSummary Report showing destination queue by agent when status was not solvedContent I have a report that shows the number of incidents each agent has routed to specific …User_2025-03-10-21-27-49-962 37 views 9 comments 1 point Most recent by User_2025-03-10-21-27-49-962
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Business Rule LogSummary Looking to find when a business rule was last updatedContent Is there a way to find out when we last updated a Business Rule? We did make an update, incorrectly,…
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Not able to fetch the records in the report because the size is exceeding the LimitSummary When searched for the report, since the no. of records fetched is very large, not able to process it. Please find the screen shot attached and let me know how ca…User_2025-02-06-00-30-44-017 41 views 5 comments 1 point Most recent by User_2025-02-06-00-30-44-017
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How to update the new list and home tab in for this reportContent We need to delete some objects from the new list and update also home tab -
Trim characters before or after a space, or other seperator.Summary We have a custom key word routing script to route our incoming email incidents to the proper queues and products. We are looking to see what keyword rules trigge…
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Changed Queue reportContent Hello - We are trying to create a report to show the amount of time an incident was in a specific queue before being transferred/changed to a different specific …