Reporting & Analytics for B2C Service
Discussion List
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Workspace Rule for Pop up Warning if you are attempting to send email to invalid email addressSummary We need to provide additional stopping points or warnings to our agentsContent We need create several warning when we have a contact with an invalid email addres… -
Tracking time spent in Incident QueueContent Hi, I have/am trying to build a report that shows how long an incident has been in a certain queue. I'm using inc_performance.intv_type Queued to De-queued filte… -
Using Transaction Table to determine when and who sent initial responseSummary I need to get the accounts.group_id of the employee who sent out the initial response transactions.acct_idContent I have the Transaction Table at the Root and th…
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Problems with papi table (public api)Summary getting new data and ip adresses as a log reference.Content Hello, This is my first post on this forum, ive been searching on this subject and the only thing i g…
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Rule based ReportingContent Is it possible to create a report on how an incident gets closed like what has triggered its status change - if it is manually closed, then the user name or if b… -
Migrated Data in ReportsSummary Report performance impacts from migrated dataContent We've only recently converted to Oracle Service Cloud (4 months). We had an existing system and we are requi… -
Survey grouping reportingSummary How to report out on field question.name as this does not have an IDContent I had a simple report we linked to an Agent dashboard showing VOC Scores by question.…
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How to display knowledgebase by Keyword only not by PhrasesContent I am trying to set up knowledgebase in a new way where Answers are grouped into sections. To do that, we removed all keywords, and replaced them with 1 keyword. … -
Bounced Messages - Need to update the incidentSummary Bounced Messages do not update the incidentContent On successful sending of an email to a contact that is NOT marked as Invalid, The incident email header just s…
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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 …
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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 … -
Customer Portal Pages Visit reportingSummary Need a report to capture the no of visits per page of CP for a time frameContent Need a report to capture the no. of visits/sessions per page of CP for a time fr… -
Incidents Closed Multiple timesSummary Looking to find incidents closed more than onceContent In the Inc_Performance table we can see the interval Create to Final resolve. This interval also shows 5 i…
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More friendly agent activity/performance reportsSummary Any suggestions or examples of more user friendly agent activity/performance reports?Content Hi Our users are wanting better options to report on their groups an… -
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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Cannot Add Filter For String type fieldSummary Cannot find string field while adding filter in custom reportContent Hi, We have custom object Debrief (Package Name) field i.e.debrief_notes of TEXT type and tr… -
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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How to create a *single* report that lists new & updated answers, with roll-upContent Brief background/context: In our environment we have an annual review policy for all of our answers, which ensures that everything gets an 'eyeball' at least onc… -
Mailings Bounce DetailsSummary Need a drilldown to get the email address of any bounces from a mailing.
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Report on granular Administration permissionsSummary We'd like to be able to report on all the individual Administration profile permissions, unfortunately, only a handful show in the reporting tablesContent For ex… -
Contacts Who viewed the answer and how much time spent on each AnswerSummary Has anyone been able to create a report that shows contact who has viewed an answer and for how for how much time before moving to any other page. Thanks,
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is there a report to show workspace/workflow usageSummary im looking to do a tidy of the site, and want see if there is something to helpContent Im wondering if there is a report that would show if a workspace or workfl…
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Manager field cannot be edited inlineSummary Manager field cannot be edited inlineContent Hello! I attempted to create a report so that the manager field could be edited inline, and updated in multiple rows…
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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… -
Can you use Custom Scripts to update incident data?Content Quick question, Is it possible to use custom scripts to update an incident if certain conditions in a report are met? If a value in Column 3 = X update status in…
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Disconnected chatsSummary Trying to determine the amount of time it takes a requeued chat to be assigned after being disconnectedContent Hello - I'm trying to determine the amount of time… -
Global Change to Column Format OptionsSummary Is it possible to globally change common options in a report?Content Just wondering if anyone has come across an option to change common options across multiple …
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Display Attachments in ReportSummary How to display Incident Attachments in a ReportContent We have this requirement for creating a debrief Report following a scheduled work order (OFSC) which also …
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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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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 …