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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How to get all columns in report according to specified search valueContent Hi, Summary: I created a report using Survey Questions.In my report i have 4 columns,I kept run-time search based on columns but it showed only 3 columns in repo… -
Audit Report for Use By AgentContent Hello, I know it may sound a bit "untrusting", but is there a way to audit a report to see which agents are running it? We'd like to be able to view how often an…User_2025-02-03-16-48-16-590 37 views 2 comments 0 points Most recent by User_2025-02-03-16-48-16-590 -
Queue performanceContent Hi, I'm trying to run a standard report on the performance of a particular queue. I want to know the average time it's taking to resolve incidents in that queue.…User_2025-02-03-20-50-40-327 39 views 4 comments 0 points Most recent by User_2025-02-03-21-53-19-701
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Incident Queue Handle TimeContent I need to get stats on how long a ticket was in a particular Incident Queue. I need to see the total time it was in the queue (considering it may have transition…User_2025-02-03-21-53-19-701 40 views 3 comments 0 points Most recent by User_2025-02-03-21-53-19-701
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Customizing Survey Report - Trouble Filtering by Survey IDContent There is an included report titled Survey Score Trend by Agent which is basically showing you a graph of the average survey scores by agent. We have a Phone Cust…
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Links is in disabled mode-Custom object reportContent Hi All, I have created custom report for Custom object (XXXX) but the "Links" option is in disabled mode for that report.Please find the screenshot. Why is it in…
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Number of responses by Survey question - Last 6 monthsContent Hi, Summary:I want to show the distinct values for a survey question in first Column ,and then in remaining columns we want to show number of responses based on …
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Number of responses by Survey question - Last 6 monthsContent Hi, Summary:I want to show the distinct values for a survey question in first Column ,and then in remaining columns we want to show number of responses based on …
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Reporting on surveys sentContent Hi there, I am trying to report on how many surveys we have sent out and their responses. I can see an overall number on the summary page of the survey itself bu…
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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 27 views 6 comments 0 points Most recent by User_2025-02-03-17-36-03-726
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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 45 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 26 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 29 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 26 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 34 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 37 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 36 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 35 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 46 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 14 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 15 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 29 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 30 views 3 comments 0 points Most recent by User_2025-02-03-19-30-01-975