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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Remove Explore link prom data visualizationSummary: Content (required): I created some data visualizations and when the dashboard loads I see Explore link by each. Is there some setting how to remove that link pl… -
Report on when incidents move queues, by whom, and status upon transferContent Hi, We are trying to create a report that will tell us when an incident is moved from one queue to another, by whom and the status it was given upon transfer. At…
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Can I control the time element of a "Between" filterContent Hi All, New to custom reports, but I am starting simple. I am working on reports to simply show an incident count of tickets opened in our queue by month, and th…
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reports for maker and checker in the Agent desktop or BUISummary the business require to get reports for maker and checker of the questions and answers and the one who published it, am not able to find default reports for that… -
Survey Sent & Completed report - Include surveys not openedI m trying to report on all surveys sent. The report should show when a Survey was sent, and if it was completed also the score. I however also need the Surveys that hav… -
How to Filter on a date_group to linked reporti have built a report summary based on date_group(incidents.created, 'YYYX-WWW') and counting incident id I now want to add a report to list the detail for that date ran…
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Reporting on Answers with zero hitsSummary: I have a requirement to report on the number of hits per answer across a specified time period (report has a cross tab of row fields = answers.a_id, column fiel…
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How to see linked reports in Consolidated DashboardContent Hi, I have created few reports and there is a drill down level in that reports. But when i put those reports in consolidated dashboard then i cannot see the link…
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How to drill down using a linked report when the parent report has date grouping outputSummary: How can I drill down to a linked report when the parent report contains data with date grouping applied and the drilled down data should only match the date gro…
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Filter ExpressionSummary: How to make a filter from an expression? Content (required): Is it possible to make a filter for the following expression, which is basically the difference bet…
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Custom Object Deleted RecordSummary: How to identify a deleted record of a Custom Object? Content (required): Through deleted_recs table we are able to find out who deleted the records on standard … -
Dynamic Report Header in a custom ReportHow to add a dynamic report header or footer to a custom report? I just wanted to add a dynamic value like sysdate or agent name in the report header part. Is that possi… -
Report Error - Unexpected end of file has occurredSummary Incident Report ErrorContent Hi, I am trying to fetch Incident records with different columns using Incident object. I run this report without setting any filter… -
Duration of a SR sub-statusSummary: Display the total duration per the various sub-statuses of a SR Content: I have a created a custom field (Fixed Choice List) to track the sub-statuses of a SR (… -
Report filters dependencySummary: Report filters dependency Content (required): Dears, We are trying to build a dependency among our report filters to have such a tree or path to some nodes, how… -
Searching or Reporting in the Incident Archive ConsoleSummary: Searching or Reporting in the Archive Console Content (required): Is there a way to search the Incident Archive Console by Agent name? Version (include the vers… -
Can I customize a dashboard like thatContent I want to customize this dashboard, but which can't be edited/copied. I tried to create a new one, however I can't find a way to built the same layout. Do you ha…
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How to modify the Audit Log ReportSummary: Within the contacts workspace, we have at the bottom a few tabs , the last one is The Audit Log Tab, if you change a standard field value the information change…
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knowledge article answer URLSummary: knowledge article answer URL Content (required): Hello, I'm working on how to get knowledge article answer URL in a report in order to display to the agent once…
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What is Oracle Narrative Reporting Output file size recommendation in excel or word?Summary: I am facing issue in output of excel which is above 1 MB Size, Not showing any result when i will preview the Doclet Content (required): Version (include the ve…
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Adding a specific contact email to report results?Summary: Content (required): We have an incident/email contact report that runs on a date range, filters out all null (contact with no email addresses) and groups duplic… -
Outgoing MailboxesSummary: We currently have 2 Incidents Worskpaces and also we previously configured 2 Outgoing Mailboxes. What is important for our company it's to have a specific Outgo…
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Pass search values to new recordSummary: Hi, If I have a search in a report where I search contacts for example, by First Name and Last Name, and if I choose to create a new contact, is there a way to …
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Link Checker/Broken URIs is not updatingSummary: Broken links fixed - report still shows old URIs Content (required): I fixed over 1500 broken links in our knowledge base yesterday. I ran the Common/Site Admin… -
How can you join 2 tables without an intermediate table?Summary: I need assistance with how to join 2 tables in a report without the intermediate table it is telling me I have to use. I have data in an Answers table and a cus…
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How to create a number only field on Oracle B2C RightNow?Summary: Content (required): Hello, I'm using Oracle B2C RightNow. I wish that the field bellow allowed only numbers input (no letters or symbols). Is it possible? I don… -
Frequent ReportsSummary: Custom Report Useage Content (required): Is there a report that shows all the reports that are being used frequently by the users Version (include the version y…
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Actual SLT time worked by AgentSummary: we have a requirement to calculate the actual time worked by an agent on any incident taking SLA time and holidays into consideration Content (required): For B2…
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RemovedSummary: Content (required): Version (include the version you are using, if applicable): 21C Code Snippet (add any code snippets that support your topic, if applicable):
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Chat queue availability reportSummary: Historical report on how much time there was no agent available for a specific queue. Content (required): I'm looking for a historical report on how much time t…