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.
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Reporting & Analytics for B2C Service
Discussion List
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Join chat_queue_stats with Incidents TableSummary: When I join Join chat_queue_stats with incidents table, it removes data and shows blank I need to join the tables, becuase I need to know what agency the client… -
report with siblingsHello, I am trying to build a report with sibling answers. For example, the report would contain the EN ids, FR ids, and Spanish Ids. Has anyone done this? Thanks Nik -
How to redirect users to different pages using pre_login hookI want to redirect users to different pages based on the contact type during their login. I am trying to use pre login hook to get the contact details of the user trying… -
Analytics CookbookContent Welcome to the Analytics Cookbook! This is an exciting resource intended to help with your Oracle Service Cloud Analytics. How do you measure the value your orga… -
how to calculate incident edit time for each transactionsSummary: Hi, I need to create a report for getting incident edit time of an incident. edit time for each agent in same incident is needed. Regards, Meera Content (please…
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Ask a Question FormSummary: Does anyone know the maximum number of characters that can be in the Summary and Question fields on the Ask a Question form? Content (please ensure you mask any… -
how to enable add existing option in contact tabHi, How to enable the option for add existing contact in a workspace.? Regards, Meera
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restriction of 'in list' operator in analytics reportContent Hi all, just would like to know, if there is any restriction related to the in list operator in Analytics, e.g. length of the parameter/value, or amount of param… -
Remove - replace URL in threads.noteHi, I'm working on a custom report that includes the threads.note field. Here’s a sample of how the conversation looks in that field: Agent: Hi how may I help you? Anony…
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Dynamic file name generation for data model reportsSummary: I have requirement for dynamic file name generation which will be like the file name with year or period and date extension .I have included the sql code at the…
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May 21 upcoming webinar: The Future of Customer Experience: Product Strategy Statement of DirectionWe believe 2025 is a line in the sand for customer experience. Envision a world where: Customer experience transcends front (sales, service, marketing) and back-office d…Elise Hymes - Oracle CX-Oracle 15 views 0 comments 0 points Started by Elise Hymes - Oracle CX-Oracle -
I need a custom script to capture a assigned time of a ticketHi, For a Response SLA report, we are capturing stop time as min(transactions.created). But there is a problem where incident reaches to wrong queue first and assigned t…
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How to create a report for find for each sla what all holidays are selectedHow to create a report for find for each sla what all holidays are selected
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Creating a Report for Unanswered Community Comments in RightNow CXSummary: We need to build a report in RightNow CX that highlights comments in our community that have not received a reply from a staff account. We have community profil…
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Reporting on Contacts Who Downloaded an Answer AttachmentContent Has anyone been able to create a report that shows everyone who has viewed an answer that contains an attachment and who downloaded that attachment? Everything I…
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How do I turn of the automation of bar charts when the dashboard is refreshed?Summary: Hello! Ever since the BUI update 3.25.03.03-b0001 our reports and dashboards containing charts are being "reloaded" when refreshed. I believe it's this change t…
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Answer Publish at Specific TimeB2C Service support publishing an answer at a specific date, but, at the moment, it doesn't support publishing at a specific time out of the box. This article explains h…
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Custom Report to Save CC from Mail HeadersContent Hi, We would like to start storing the email addresses in the CC field (if any) when incidents are created via email. I was able to determine that this informati… -
How can I export Large Amount of records from the object at once efficiently?I need to retrieve the total records for an object that contains Millions of Records . To filter the data, I applied a "Record Created Date" filter and attempted to down…
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Can a custom TEXT field be limited to Apha only?Summary: Can a custom TEXT field be limited to Apha only? Content (please ensure you mask any confidential information): Cust Field, Plain text. Id like to limit to Alph…
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Report to count responses but include incidents with no responsesSummary: I need a report that shows all the incidents with a count of responses for the ones that have responses, but includes those incidents that don't have responses …
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Default report in navigation setHi, I need to findout which is the default report in a navigation set. Is there any way to find out using a report? Regards, Meera
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customscript in reportsSummary:Hi, How to know which all reports are using custom script?any way to find via report? Thanks Content (please ensure you mask any confidential information): Versi…
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How to find a contact if logged in through sso or email?Hi, I need to know a contact is logged in using sso or email id. How to find that? Regards, Meera
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Is it possible to report on the value in the Staff Account Profile Session Timeout field?Summary: Is it possible to report on the value in the Staff Account Profile Session Timeout field? Content (please ensure you mask any confidential information): I need … -
summing up all the columns in a cross tab reportSummary: I want to add the result of all the columns in the pivoted table to a new one, say Total. How do I do that? Content (please ensure you mask any confidential inf… -
How to hide headings in Dashboard filtersSummary: I have created a dashboard with 3 reports. While I run the dashboard, I can see few common filters and one filter from 1 report which is not common separetly. S…
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what is this 3 lines symbol in report buiSummary: Hi, I could see a 3 lines symbol in the report header for a column, which I didnt see before. Please help me to understand what is this used for? Content (pleas…
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How to filter category dynamically in search filter when a product filter value changesSummary: Product and Category filter in analytics to behave exactly as they behave in workspace Content (please ensure you mask any confidential information): Hello All,…
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Searching Thread for KeywordsSummary: Hello, I have a report that searches the thread of each incident (using incidents.search_thread with the "LIKE" operator) to search for specific keywords. This …