To ensure that questions get required attention from community members and are NOT left unanswered, it’s important for the author to indicate (by selecting “Yes” or “No” when prompted) whether the question was answered. (newly added) Please note that it is also important to respond to EACH comment your question receives. Your Yes or No response ensures an accurate status for your question.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
Reporting & Analytics for B2C Service
Discussion List
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Current re-opened ticketsContent Looking for some thoughts on how to capture tickets that are currently re-opened. We allow tickets to be reopened within 14 days of resolution, though we don't h… -
Agent transaction report to exclude responses sent, if an agent created the incidentContent I am hoping someone can assist me. When we count productivity for our agents, it's based solely on a customer contacting us and then we reply. We have agents who… -
Date Filter - "Today" with specific time periodContent I have a report that shows incidents closed. Is there a way to do a date filter for "today"? Not -1day or -24 hours, but incidents closed "today, the day the rep… -
Select query in between two valuesContent HI All, I have two fields having values like as val1=ABC111 val2=ABC222 can any one help me how to check ABC115 is in between val1 and val2 using ROQL. Thanks, C… -
Filter returns less results than sliceContent I ran across a fun one... An agent reported seeing some, but not all, opportunities in a report. There is an opportunity workspace rule that assigns an opportuni… -
List of Reports which is not being generated past one monthContent Hello Team, In my organization there are so many reports has been created that is unused as of now. We started cleaning process. I want to know the list of repor…
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Mismatch between reports when supervising chatsContent Hi everybody! We have a issue, where we have been unable to locate why we have a mismatch between some reports. I've created a copy of the "Chat Supervisor Home … -
Report to include backlog, cases created and cases closed in last 7 daysContent Is it possible to have one report to display the case backlog, the number of cases created in the last 7 days and the cases closed in the last 7 days. Example: O…
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Separate Weekday and Weekend DataContent I'd like to be able to separate weekday and weekend data in the same report. I'm using Answers Viewed by Answer (attached). 2 lines in the graph is ideal, but 2 … -
How to Include Framework Class in Custom Scripts in ReportsContent Hi, Taking a cue from https://cloudcustomerconnect.oracle.com/posts/ef33c4db85, I intend to include a CP core file into my custom script. But I'm struggling to d… -
Pass value from Quick Search to Report Web Browser ControlContent Hi! I want to create a quick search that takes an input value and passes it to the Web Browser Componet report to form a custom URL. The page I want to display r… -
Report to Pull Site Traffic DetailsContent Hello experts, Can we have a report which would pull the customer portal traffic, eg) number of hits today, in the last month etc ? If we have this capability (r… -
Report Issue-Column is not visible in filter levelContent Hi All, I have created custom object as **** and created the following fields 1.****_ID-Text (Plain) 2.TYPE-Menu 3.COMMENTS-Text(Long) While creating the report …Muthulakshmi Muthaiah-121678 24 views 2 comments 0 points Most recent by Muthulakshmi Muthaiah-121678 -
Compare Month to Month Total Article EffectivenessContent Hello- first is to say that I am very new to this. 1. We are beginning to generate reports based on our new kb, looking for data from 1/1/15 to present. 2. Would… -
Use Logged In in an If Function in AnalyticsContent I am working on building a report, and the team has asked me to group incidents for a team based on who they are assigned to. They want to groups, all incidents … -
add contact notes form field in campaign?Content Hi Does anybody know how to add contact notes form field in campaign? It is not available, as far as i can tell, in merge fields, and I don't know how to make a …
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Add Filter to Report Using HooksContent I find it odd that there isn't much documentation on how to achieve the same (or maybe my searching skills aren't that good) but searching through the discussion…
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Answer Effectiveness from Guided AssistanceContent When answers are linked to Guided Assistance, is there any way to report on Answer Effectiveness from the guide? When customers view answers they can rate them w…
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Creating an Alert for An Unassigned AnswerContent Hi! I need to create an Alert to notify me when an Answer has not been assigned in 12 hours. Any suggestions how I should write the Exception for this alert?
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Can I group incidents.created_by by the groups the accounts belong to?Content All, I'd like instead to group by groups based on which accounts created an incident (incidents.created_by) rather than the currently assigned account. Unfortuna… -
Answers Viewed report - split by view source/answer referrerContent Hello community. A report that I've been wanting to create for some time is a report that gives us an indication as to the source of answer views. I'd like to ta…
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Calculating a 'Total Percentage' in a reportContent Hi guys, I've been pulling my hair out over this one and was hoping someone on here will be able to point me in the right direction! I have a report titled 'Ques…
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Incident report - Custom scriptContent Guys, I have an incident report list all unresolved incidents specific to a queue. The report contains incidents assigned to the logged in user as well as other … -
Answer with Access DatabaseContent We have a knowledge base answer that uses uses an Access database, and the files for this answer are currently stored on an unsecure server. The answer functions… -
Contact List - Add and Remove Contacts from a ReportContent Hi everyone, I apologize in advance if this topic already exists - couldn't really find something exact. I'm trying to create a contact report that removes and a…
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How to hide or remove 'Recent Contact' on Contact Search Report?Content Hi, all! We have to remove or hide the 'Recent Contact' on Contact Search Report, executed by Incident workspace, as attached. How can we do that? Thanks for hel…
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Calculate the time between Assigned transactionsContent I am being asked to report how long an incident has been assigned to each agent that the incident has been assigned to. For example, an incident is created and t…
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Query : Threads Sequence ColumnContent Version: 14.11 Hi, I ran a test report using a single incident id in threads table which have threads.seq column. The flow of incident was * Incident created by … -
Display an average rating for a distinct choice survey questionContent Hi This is a follow on question to: "Showing distinct responses for a survey question + frequency of each distinct answer" https://cloudcustomerconnect.oracle.co…
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Question filtering across interfacesContent Hi there, I am trying to create a report to look at specific questions across interfaces and hitting a road block when filtering. If I simply query the questions…