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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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… -
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 50 views 4 comments 0 points Most recent by User_2025-02-03-20-01-41-735 -
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… -
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 49 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 26 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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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 …
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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 …User_2025-02-03-16-48-16-590 36 views 3 comments 0 points Most recent by User_2025-02-03-16-48-16-590
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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 …User_2025-02-03-18-29-17-316 24 views 2 comments 0 points Most recent by User_2025-02-03-18-29-17-316
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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… -
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…
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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 … -
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… -
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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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…
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Save as Default setting in AnalyticsContent In my experience this setting rarely works. Modifying report parameters, choosing to save them as the default and going back to the report generally results in t… -
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… -
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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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…User_2025-02-03-16-29-47-183 26 views 2 comments 0 points Most recent by User_2025-02-03-16-29-47-183
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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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Filter Text field as DropdownContent Hi Gurus, We have one text field in the custom object. While exposing a the text field in the report for the custom object, we need to choose the values similar …
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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 … -
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…User_2025-02-03-20-35-02-920 21 views 6 comments 0 points Most recent by User_2025-02-03-20-35-02-920
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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…User_2025-02-01-09-06-12-111 15 views 3 comments 0 points Most recent by User_2025-02-03-19-30-01-975
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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…