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Reporting & Analytics for B2C Service
Discussion List
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E-Mails per HourContent Hello, I'm trying to develop a report that will give me the number of e-mails completed while the agent was in our "E-Mail" status. I currently have the correct …User_2025-02-03-20-12-51-730 25 views 6 comments 0 points Most recent by User_2025-02-03-17-36-03-726 -
Live Wrap-Up TimeContent I'm trying to create a report that will show what status an agent is currently, if they are in wrap-up mode for any chats and how long they've been in wrap-up mo…
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Getting Duplicate Results Using Group_Concat - Help!Content Hi there and thanks for looking! I'm trying to return all names of answer attachments into one row per answer using the expression: group_concat( fattach.userfna…User_2025-02-03-17-34-38-012 40 views 5 comments 0 points Most recent by User_2025-02-03-17-34-38-012
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Report used as Announcement on Customer PortalContent Hello all, I'm hoping someone could help guide me in the right direction with a specific report my organisation is using as an announcement on our customer porta…User_2025-02-03-19-22-07-281 24 views 10 comments 0 points Most recent by User_2025-02-03-21-53-19-701
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Report that shows only custom objects matching incidentsContent Hi, I would like to build a report which should be showing only Custom objects (where Incident is parent) matching Incidents (Parent) Product. Custom Object has … -
Convert plain text field to date time formatContent Hi Gurus, We have received data like 'dd-MM-yyyy HH:MM' (04-06-2015 01:29). We have loaded this data in our custom object in string field. We are trying to show … -
Time of incident in agent's inboxContent Hi, I'm trying to run a report on the time elapsed when an incident gets assigned to an agent and the time the report is run. This is to report on agents which "…User_2025-02-03-16-19-22-504 27 views 2 comments 1 point Most recent by User_2025-02-03-16-19-22-504
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How to show ID in report column?Content Hi Everyone. I've been trying to create a report that will show me report names and their ID's, but when I add the ac_id field to the report, which is supposed t… -
calculating total handle time / time to final resolutionContent I am trying to work out how to get the time to final resolution for incidents, but only for incidents that were sent an initial response, rather than those compl…User_2025-02-01-07-02-22-710 24 views 6 comments 0 points Most recent by User_2025-02-03-21-53-19-701
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assigned to queue by dateContent I need to report on the incidents assigned to a queue by date, is this possible? I know I can see what queue the incident is currently assigned to or at the time…
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Average Wrap Up TimeContent Hi everyone, We've recently adopted the enhanced service console and there have been a number of changes that have affected the way wrap up occurs, so I want to …User_2025-02-01-08-30-02-803 30 views 2 comments 0 points Most recent by User_2025-02-03-20-12-51-730
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'acct_id' vs. 'client_id' in Chat ReportingContent Can someone please explain to me the difference between the "acct_id" and "client_id" data elements in the chat_agent_sessions table? For example, I've seen thes…User_2025-02-03-18-31-01-524 35 views 2 comments 0 points Most recent by User_2025-02-03-18-31-01-524
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Register Now! Ask the Experts Webinar: Save Yourself Time and Headaches With Report Administration..Content Oracle Service Cloud Ask the Experts Webinar Register Now! Save Yourself Time and Headaches With Report Administration Tips & Tricks Wednesday, June 24th at 8 a.… -
Report 3028 - how to view the report without login?Content Report 3028 - how to view the report without login? Any way an admin can view this report without logging into the chat? Version Feb 2014 - CP3User_2025-02-03-17-19-37-172 32 views 1 comment 0 points Most recent by User_2025-02-03-19-29-40-464
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Calculating FCRRContent I am trying to create an FCRR report but need it to be set so that customers can respond with a thank you but this is still counted as FCRR. e.g. Customer create…User_2025-02-01-07-02-31-666 33 views 3 comments 0 points Most recent by User_2025-02-03-21-53-19-701
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Calculating FCRR, RPA, and Resolution TimeContent Okay Team Here we go. I've been struggling all week with this, I'm turning it over to you to take the wheel. I'm trying to effectively measure our team based on …User_2025-02-03-17-36-30-375 41 views 2 comments 0 points Most recent by User_2025-02-03-17-36-30-375
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Chat report about agent that how many chat requests he accepts, neglects and declinesContent RT. anyone can help? ThanksUser_2025-02-03-20-13-40-492 12 views 4 comments 0 points Most recent by User_2025-02-03-20-16-45-224
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Availability (AKA time inbetween chats)Content Is there a way to measure the time an agent spends in Available while no chats are coming in? Not the total time, just each interval? We generally offer early le…User_2025-02-03-20-12-51-730 11 views 5 comments 0 points Most recent by User_2025-02-03-20-38-38-926
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Average Initial Response TimeContent We need to be able to track the Average Initial Response Time per chat agent for a date range, and I've been unable to find such a report. The report named 'My C…User_2025-02-01-09-06-12-111 26 views 2 comments 0 points Most recent by User_2025-02-01-09-06-12-111
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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…User_2025-02-03-21-53-19-701 28 views 3 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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Lookup Object ReportContent Hi Gurus, We have maintained one stand-alone custom object which maintain the details of the promo-code. The promo-code value will receive from third party syste…
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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…User_2025-02-03-20-01-41-735 49 views 4 comments 0 points Most recent by User_2025-02-03-20-01-41-735
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Reports for KPI CalculationContent Hi All, We have a requirement of generating a report for KPI calculation for the following parameters. a)Open time(creation time of the incident) b)Pending-Inpro…
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Incidents handled within a particular duration in a particular queueContent Hello Team, I need the volumes of incidents handled in 0-2 hours, 2-4hrs, >4hrs duration from the time the incident arrived in a particular queue.
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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…
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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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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…
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Report on concurrent sessionsContent I would like to know the maximum number of concurrent sessions for any given time period. For example, at what time today were the most number of sessions being …User_2025-02-03-20-44-43-163 46 views 2 comments 0 points Most recent by User_2025-02-03-17-17-13-640
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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…User_2025-02-03-19-13-33-019 25 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975