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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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…User_2025-02-03-16-16-07-671 22 views 2 comments 0 points Most recent by User_2025-02-03-16-16-07-671 -
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… -
Showing distinct responses for a survey question + frequency of each distinct answerContent Hi - I'm hoping someone can advise as I'm not seeing an out of the box report that can be easily customized to support this. Summary: We want to pull a list of d…
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Total count of survey which is sent to customerContent Hello Cloud Team, Need your help on urgent basis. I want the total count of the survey which is sent to the customer for a specific queue. How can I get it throu…
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Recording: Getting Deeper Insights with Reporting and Analytics from the Modern Service Experience..Content Join me, Oracle Service Cloud Principal Product Manager, and learn best practices for optimizing reports and dashboards to help gain deeper insights from your da… -
SmartAssist deflection not capturedContent Smart assist is working on our site. We are seeing Ask A Question rates drop. But we don't know if this is happening because SmartAssist helped deflect a questio…
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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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Total Contacts per DayContent Hello, We're quite new to rightnow and have really been enjoying the abundance of information it provides but we're having challenges pulling an accurate e-mail …User_2025-02-03-20-12-51-730 23 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975
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Last 3 Thread entriesContent Hi community :-) I try to set up a repot with a column which shows the last 3 thread entries. Unfortunately I cant find a function to achieve this. I used last(t…User_2025-01-22-19-36-04-997 69 views 2 comments 0 points Most recent by User_2025-01-22-19-36-04-997
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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 … -
Group by Lower Level ProductContent Hello, I am trying to create a simple count by product report. However, I am getting duplicate outputs. The product hierarchy looks like this: Product Level 1/Pr…
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Best Practice Guide - How to Improve Reporting Performance in Oracle Service CloudContent Attached to this post is a revised best practices document that specifically deals in optimizations and report performance within Oracle Service Cloud. Included …
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Transactional Survey Summary - Adding Survey Completed DateContent I have trying to add a filter to the Transactional Survey Summary (7002), that will filter these results by the date of "date survey sent" or "date survey comple…User_2025-02-01-08-41-04-877 28 views 7 comments 0 points Most recent by User_2025-02-03-18-36-38-730
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How to add Radio buttons in CustomReportContent Hi, Is there any possibility to add Radio button on Custom report Action column. Thanks, Chakravarthy.
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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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First call resolution report (Basic)Content Hello everyone, I'm trying to write a report which will show me in very basic terms the first call resolution. To do this I want to create a report with three co…
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answer feedback report with answer-ID, Question text, incident number and incident textContent Hi, I want to create a report showing all individual feedback per answer (preferably even a report that enables me to filter on either answer ID or product or bo…
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Report on Report FiltersContent Hi, Is it possible to build a report which shows all the reports and what report filters are used in those reports? Report Link Run Values (ac_rpt_link_run_vals)…
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Time to Resolve, excluding WaitingContent Hopefully I'm just overlooking something simple, but how can I find the total time to resolve a ticket excluding time a ticket was in a status type of waiting? I…User_2025-02-03-21-53-19-701 45 views 5 comments 0 points Most recent by User_2025-02-03-19-49-57-702
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Report with Roll-Up Totals - Need %'sContent I'm trying to add a % of total incidents by category. I have the Category as my roll up but no total incidents configured. I can't get a total on the report so I…User_2025-02-03-17-05-04-938 19 views 1 comment 0 points Most recent by User_2025-02-03-17-05-04-938
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Phone search field with or without hyphensContent Many of our contact phone number have hyphens and more do not. I cannot find a solution for agent to search for a contact by phone number without them needing to…
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Scheduled Report ErrorContent Hi, I am getting Unable to deliver scheduled report: Email attachment exceeded allowable size. (ac_id=193400, sch_id=1) on a dashboard I set up last week. Does a… -
Conditional column formatting in reprotsContent Hi all, Is it possible to define a condition with relative dates? I want to display different color to incidents which are more than 5 days old. Thanks,User_2025-02-03-20-11-07-340 51 views 3 comments 1 point Most recent by User_2025-02-03-20-12-47-837
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Regarding Action column in ReportContent Hi All, I am totally new to RN Analytics and have a small question regarding the Action column in Report. Actually, I am still on the way of learning Report and …
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Syntax/ expression guideContent Hi! Is there any guide/tutorial with examples with all the syntax and expressions available in reports? Thnx!User_2024-12-17-19-53-13-615 49 views 2 comments 0 points Most recent by User_2025-02-03-16-51-39-328
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Using report variables in report header textContent Apologies if this has already been answered, I searched the KB and both forums for the answer to my question but was not able to find anything. I am putting some… -
Objects in Excel Report, need to convert to dataContent We have a multi-select question in a customer satisfaction survey, which allows the customer to slect multiple products that the customer has installed at their …User_2024-12-17-20-09-08-225 13 views 3 comments 0 points Most recent by User_2025-02-03-22-10-09-552
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Report for Agents who never logged inContent Hi there, I'm trying to find a good report that shows agent who have not yet logged in. I have tried creating several reports, but all search too many rows and t…
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REPORT_ERROR_VIEWS_ENGINEContent I'm always getting the REPORT_ERROR_VIEWS_ENGINE error when I'm running analytics report using a RightNowSyncPortClient from my application on C#.NET. I have che…
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Report on Incident where secondary contact is XContent We have a Sales Engineer who is attached to several incidents as the secondary contact and he wanting a report view of all incidents where this exists. Is this p…