Reporting & Analytics for B2C Service
Discussion List
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Trim leading training spaces in reportSummary How to trim leading and trailing spaces in a report fieldContent Hi all, I am trying to trim a report field's leading and trailing spaces. I am dong ltrim(rtrim(… -
Error in Initialization Code Undefined index: HTTP_HOSTSummary Custom Script Error in Initialization TabContent Hi, I tried calling custom script file from custom report using Custom Scripts Under Level Tab. I used the follo… -
Between 2 Figures in an ExpressionContent I have this expression as well as another one where it has > 48. How I do one for between 24 and 48? sum(if(date_diff(sysdate(),incidents.created)/3600
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Initial Resolution Time calculation Excluding 'Waiting' status timeContent Hi Experts, We have one requirement where we need to calculate Resolution time i.e., total Initial resolution time for an incident. i.e. from the Incident Creati… -
ReportsContent Hi All, Can we implement the below reports in Service Cloud? * Report to see how many incidents have been closed and then re-opened? * Report to see how many tim…
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Skipping a row to be displayed when having no value (report custom script)Summary I want to prevent showing records having no products and categories assigned in answer reportContent Hi there, I have question about a report in which I want to … -
Single-line summary of mailings by contact?Content I've combed the Analytics thread and Outreach reports, but can't seem to find what I imagine ought to be a pretty basic report we are very interested in. The clo… -
Time in status - only for incidents with a particular statusSummary Only report on incidents that include a particular status (not status type)Content Hi all. I am using the Time in status report (found here: https://cloudcustome… -
Dashboard Filters Not Updating As ExpectedSummary I am trying to make updates to some dashboard report filters and they are not being saved and/or are somehow holding on to previous settings.Content I am trying … -
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 … -
Is there a way to hide / remove the limit and order options for a report?Summary Need to be able to limit the number of records that an agent can see with a blank search using a custom contacts quick searchContent The quick search is useful t… -
Get Time difference from same report columnSummary Get time difference for same incident ID but in same columnContent Hi I have incident ID and Adjusted time column in same report. Same incident ID has two time r…
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Passing Dynamic Filter values in a reportContent Hi, I have to filter the search report data associated with a field by passing a dynamic value that is available in the Workspace(i.e Incident.contactID). Can an…
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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…
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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…
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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…