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
-
I need to add an attachment while creating a B2B message please help me in creating a valid payloadI need help with creating a B2B message with an attachment using the REST API. I am calling:POST /fscmRestApi/scm/redwood/11.13.18.05/b2bMessageswith the following paylo… -
how to get date of last access to a guideHow to get a date that the last case was created following the flow of the guide ? Regards, Meera
-
Customized Report - how to remove duplication in count of incident # based on transaction typeSummary: Remove duplication in Count Content (please ensure you mask any confidential information): I have a customized report and I am filtering by transaction type " e…
-
Dashboard not allowing me to add reportsSu I cannot add a report to any dashboard Content (please ensure you mask any confidential information): When I try to create a new dashboard, when I drag any report int…
-
How to stop Oracle Service Cloud ticketing tool tickets are moving to SPAM QueueHello, how can we prevent tickets from being routed to the SPAM queue in the Oracle Service Cloud (RightNow) tool? Please suggest the steps required to modify the busine…
-
Reopen RateSummary: Any tips on how to get the number of incidents that were reopened in a given time period? For example went from solved to updated (but may no longer be in updat… -
Need OTBI Role for Receivables Reports and Dashboards.I created a custom role or the user and assigned all the required OTBI roles so they can run and download reports and dashboard data. However, when I log in with the use… -
aging by severitySummary: I am trying to create a stacked bar chart, that will show aging of incidents, by severity, for incidents that are not closed. We are working in buckets of: 0-15…
-
Why do Reports suddenly not show results?Summary: We have weekly reports accessible on out Supervisors Navigation that suddenly are NOT showing results. I've made a copy of the Profile and can access these repo… -
Report to identify responses that had attachmentsI was looking to build a report to identify agent responses from incidents that had attachments added to them. I thought it would be easy as the thread control displays … -
Service Overview DashboardWe are wanting to create a dashboard with a structure similar to the Out of the Box Dashboard Service Overview. This dashboard has each report element with a similar siz…
-
Report to get every incident transaction (what we see generally on incident audit log) and other colSummary: Report to get every incident transaction (what we see generally on incident audit log) and other column with thread notes if the transaction created for thread …
-
report while running and queued for csv giving different result setSummary: We have a report that is used to track incident audit logs along with some additional columns. For this purpose, we are using the Transaction table, which natur…
-
Report on SLA2?Summary: Have a request to add SLA2 data on a specific program report. The report already has the incidents.rel_due field included. Is the SLA2 data open in reporting ? …
-
How are you identifying a scheduled reports from a TST siteSummary: I would like a way to identify scheduled reports sent from our lower TST environments so that it can be automatically or manually disregarded as not being from …
-
Agent Effectiveness report does clock stop during non business hoursSummary: I am looking at the out of the box report #57 Agent Effectiveness - Detailed. : For the columns circled below, does this include non-business hours (i.e. weeken…
-
Unexpected end of the file has occurredWe are receiving this error while exporting a report having 91+k records and the report generated successfully Unexpected end of the file has occurred. The following ele…
-
how to get CC address from Incident Creation via mailSummary: Hi All, We have a requirement to store CC email addresses whenever an Incident is created from Email (Service Mailbox). We tried to extract the CC addresses fro… -
How to get the time of incident reach to a particular queueHi, I need to Show date request was moved to a particular queue. How to find that? Also I need to show the initial severity of the case. Regards, Meera
-
How to hide few categories based on condition when new incident created from agent desktopSummary: Hi community, How to hide few categories based on condition when new incident created from agent desktop ,we need to hide few categories while creating new inci…
-
How to add profile creation and queue creation date in reportSummary: Hi community, How we can add profile creation date and queue creation date on reports in Oracle service cloud reports As a first step i have verified that we do…
-
Bulk Extract returns only 1 record or empty file for Incident objectSummary: Hi All, We are trying to export object data (Incidents, Contacts, etc.) using the Bulk Extract REST API. Below are the steps executed and the results observed. …
-
What is this report symbol meaning?Please help me to understand what is this symbol on left of a report name. Regards, Meera
-
Analytics API/DB utility failing for custom report - analyticsReportRun failed: DB API ErrorSummary: We're facing with the custom report we've created, which is being utilized in a custom script. When attempting to manually run the custom script, we encountered… -
How to extract holiday list ?Hi, Is there any way, we can export holiday list of each SLA? Regards, Meera
-
Unable to deliver scheduled report: Report rendering failed. (ac_id=130948, sch_id=1)Summary: I rebuilt the schedule for this report this morning because the previous schedule was not running. Now I am getting the message Unable to deliver scheduled repo… -
How to add drill down to total in reportsI need to add drilldown report to total of cases: How to do that? Thanks, Meera
-
Modify thread display in historyHi Team, Our client wants to update the customer name used when thread history is sent to/is visible to clients. For the portal, the labels for the header can be modifie… -
How to get total email count and AHT in a reportI am looking for a way to get a count of all emails sent by the customer, and average handle time for the agents (AHT) in a particular queue. So if a customer sends 3 em… -
Finish tab in custom script reportSummary: Can any one help us how we can use custom script in service cloud report Content (please ensure you mask any confidential information): We have successfully abl…