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Reporting & Analytics for B2C Service
Discussion List
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Help with If statementSummary: Help with If statement Content (required): Hello, I'm trying to update the column of a report with this logic - If the count of the answer views is great than 1… -
Dashboard Report to pull today only closed incidentsSummary: Daily Closed with Drill Down Level Report. Trying to make it to pull only current date closed with relative since is Dashboard Report and no filter should show … -
Remove Closed Incidents from Report ViewSummary: I have added report, where representative closes the incident, but the incidents stays in the report and is visible. Is it possible to remove the incident from …
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System Report OptimizationSummary: I have report that is prebuild (before my time). Is working in the console but not in the BUI and currently trying to find ways to rebuild or filter it to show …
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All Incidents column showing with Multiple Duplicates inc_performance inner join incidents tablesSummary: I have two level report with a variable date_format(incidents.closed,$date_format) that groups by incident.closed. I have two reports build the same way and the…
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Is there a report that can count no. of E-mail interactions in the communications thread?Summary: Hi Experts, Is there a report or is it possible to count the number of e-mail interactions or e-mail exchanges from the customer to the Agents? I just need the …
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All Incidents column showing with Multiple Duplicates inc_performance inner join incidents tablesSummary: The report consists of two levels the top level has All Incidents column: "count(incidents.closed)" that is counting incidents outside of the timeframe while th…
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How to count different option from 3 different custom columns in CHATS ReportsSummary: Report table incidents inner join with contacts. I already added filters to show all by contact. I tried adding additional filter/s but is not letting me and th…
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Variable based on Employee logged inSummary: We believe we need to use a variable based on who is logged in to the system so we can detemine the type of work Content (required): A team wants to use Tasks a… -
how can i have todays date in Oracle broadcast emailSummary: Content (required): Version (include the version you are using, if applicable): Code Snippet (add any code snippets that support your topic, if applicable):
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Reporting on Answers where agents have NOT createdSummary: Ability to search for Agents that have NOT created an answer. I have a report that looks at the Answers table and it has the Creator field and Year Month with a…
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My Queued ReportsSummary: I have a report that are stuck in Processing state, so I beleive this is stopping me from running this report again. Content (required): How can I delete the re…
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outer join with WHERE NOT EXISTS statementContent Hi, I'm looking for a way to configure a report with an outer join and the WHERE NOT EXISTS statement (known from native SQL). Sadly I do not find a solution. Th… -
My array for $exit_obj does not display all the dataSummary: I'm using custom script to export the data into an array, manipulate it and dump it back into the $exit_obj. However, when the data is displayed - it does not d…
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Can the note filed from the threads table be processed as a string?Summary: I have some content in the threads field, and i want to split it apart in to separate strings for a report. However every function i use says its expects a stri…
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Cannot run AnalyticsReport: XXXXX(ID=XXXXX): REPORT_ERROR_INVALID_REPORTHi, I am trying to generate a report for an Analytics Report on Oracle Service Cloud. I am getting REPORT_ERROR_INVALID_REPORT for all the Analytics Report. Can some hel…
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Help with report - answers last accessed by users in specific profileSummary: Help with report - answers last accessed by users in specific profile Content (required): Hello. I am trying to write a report that shows the last time an answe…
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Exporting incidents with attachmentsSummary: We have a requirement to export the old incidents with attachment for old customers Content (required): Can we export the incidents from old customers along wit…
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Report Filters for null and not null queriesSummary: I need to be able to create a filter that if blank will return rows with that column blank, but if not blank then return rows that match the filter Content (req… -
How do I obtain a flitered list of attachments and then export them from OSvC?Content Hello, We frequently have agents who want to create a list of attachments for specific incidents, filter for attachments that have a specific name, and then expo… -
Time with agentSummary: What is the best way to calculate the time the case has been with an agent? Content (required): For example, when a client raises a case it gets assigned to an …
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How to pull in a column full name of ctype_id=10 the main name not the representative the name =10?Summary: I have build a report and trying to pull with if(contact.ctype_id=10). I tried substring but it doesn't work, I guess I didn't make the correct combination of c…
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What's the most efficient way to temporarily 'tag' records for reporting purposes?Summary: We need to check on a particular field for a large group of contacts, but have no way of querying for them. There is a separate/external and 'official' contact … -
Why does Rule State double each Answer in the report?Summary: Adding Rule State to Answer Default report doubles every row for each answer. Content (required): I want to modify the Answers Default report that is a simple l…
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Incident performance data Filter Through AnaylticsResults APISummary: By Pass 10,000 records AnaylticsResults API limit Content (required): Hi Guys, The AnaylticsResults API has a limit of 10,000 records per run. We have an integr…
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How to show matching incident rows from two different join tables?We're working on a project where we want to add contacts to an incident, but we can't use secondary contacts because we don't want to automatically send emails to them. …
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Why are chat numbers not the same between chat report and incidents created by source (chat)?Summary: Chat Activity Report and Incidents Created by Source not showing the same numbers for live chat Content (required): If I run the Chat Activity Report and the In… -
Administrator Assigned Agent as Docked Filter for existing report: What table and how to?Summary:I added to a column after I have join the tables in a report and in a type column I added as filter: first(accounts.display_name, transactions.created). I also a…
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Incident Performance - some Incident records are missing on same daySummary: Hi All, I ran the report on (November 30th) at 12:15 hours with the search parameters 29-11-2022 00:00 to 30-11-2022 00:00. It resulted in 10 lines (see attachm… -
Dashboard- show when an incident has reached a percentage of SLASummary: We are looking at changing a dashboard to show when a response has not been given at a certain percentage of the SLA Content (required): The Dashboard will high…