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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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… -
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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A 'How to' on using regular expressions in custom scripts for GDPRContent GDPR, how to find sensitive data in a report using regular expressions in custom scripts. This is a how to for those new to reporting and custom scripts :-) Cust… -
How You Can Contribute to the Analytics CookbookContent Do you like the Analytics Cookbook? Are you picking up some new skills? Do the use cases have you thinking about new reporting possibilities you previously had n…
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Deriving Business Intelligence through Service Cloud Value Analytics - Analytics Cookbook Recipe...Content Deriving Business Intelligence through Service Cloud Value Analytics An Analytics Cookbook Recipe Group How do you measure success with your knowledgebase and en… -
External Data Reports with Browser UI - Analytics Cookbook RecipeContent External Data Reports with Browser UI Expose External Data to OSvC Author: Scott Harwell, Principal Product Manager Difficulty rating: (Advanced) Target persona:… -
Time in Status (Transactions Calculation w/ Custom Script) - Analytics Cookbook RecipeContent Time in Status Calculates time using custom script Author: Bastiaan van der Kooij Independent Oracle Service Cloud Consultant Difficulty rating: (Advanced) Targe… -
Using Report Management Module (RMM) To Find Reports - Analytics Cookbook RecipeContent Using Report Management Module (RMM) To Find Reports: Finding reports in Oracle Service Cloud is possible in the Reports Explorer, but it can difficult if report…
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Top Keywords Trend - Analytics Cookbook RecipeContent Top Keywords Trend Show the trend of todays most used keywords Author: Bastiaan van der Kooij Independent Oracle Service Cloud Consultant Difficulty rating: (Adv…
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Hidden reports and how to run themSummary A small how-to on how to run hidden reportsContent Your OSVC instance has (depending on the version) 240+ hidden reports. If you are like me and always wondered …
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Search in Answer Source (Using Custom Script) - Analytics Cookbook RecipeContent Search in Answer Source Using a custom script Author: Bastiaan van der Kooij Independent Oracle Service Cloud Consultant Difficulty rating: (Advanced) Target per…
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Consolidated Dashboard - Analytics Cookbook RecipeContent Consolidated Dashboard Rolling up various KPI metrics in a common view Author: Mehrzad Kootar Difficulty rating: (Intermediate) Target persona: Managers, Supervi… -
Hourly Incident Activity Today - Analytics Cookbook RecipeContent Incident Activity Hourly Incidents Activity Today Author: Bastiaan van der Kooij Independent Oracle Service Cloud Consultant Difficulty rating: (Advanced) Target…
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All vs. Any - Analytics Cookbook RecipeContent "All vs. Any" Reporting Using Multiple Joins to the Same Table to Report on Different Metrics within the Table Author: Simon Kilgarriff Difficulty rating: (Inter… -
Can OSC accept Tableau connections?Content We've started using Tableau (9.3) for reporting of other product metrics and I thought it would be awesome to be able to present my OSC 'story' through Tableau's…User_2025-02-03-20-43-46-497 41 views 5 comments 8 points Most recent by User_2025-02-11-13-34-45-342
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Chat Summary Charts (Arrivals, Wait Time and Session Time) - Analytics Cookbook RecipeContent Chat Summary Charts Arrivals, Wait Time and Session Time Author: Helix Business Solutions Difficulty rating: (Intermediate) Target persona: Chat Supervisors & Ma… -
Chat Origins with Engagement Engine - Analytics Cookbook RecipeContent Chat Origins with Engagement Engine Report on detailed sources of syndicated chats Author: Simon Kilgarriff Difficulty rating: (Beginner) Target persona: Anyone …
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Incident Transaction Counts (Multiple Transaction Types) - Analytics Cookbook RecipeContent Incident Transactions Counts Vanilla Report Counting Multiple Transactions Types Author: Bastiaan van der Kooij Independent Oracle Service Cloud Consultant Diffi…User_2025-02-03-19-30-01-975 203 views 9 comments 7 points Most recent by User_2025-02-03-20-46-35-138
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NetPromoter Score (NPS) - Analytics Cookbook RecipeContent NetPromoter Score (NPS) Calculating Your NPS for the Last 7 Days Author: Simon Kilgarriff Difficulty rating: (Intermediate) Target persona: Marketing/Survey Anal…
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Desired Analytics Cookbook Report RecipesContent If you're thinking about contributing to the Analytics Cookbook but aren't sure what report you could add, we’ve provided a list of report recipes that we’d love…
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Incident Response Monitoring - Analytics Cookbook RecipeContent Incident Response Monitoring Agent Last Response Author: Jerremy T Oracle Service Cloud Analytics Product Manager Difficulty rating: (Intermediate) Target person… -
Incident Arrival Patterns (30 Day Graphical Rolling Avg by Hour) - Analytics Cookbook RecipeContent Incident Arrival Patterns Past 30 Day Avg Create Rate by Hour Author: Larry Chien Difficulty rating: (Intermediate) Target persona: Call Center Manager, Workforc…
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Team Open Incidents Summary (Team Dashboard) - Analytics Cookbook RecipeContent Team Open Incidents Summary (Team Dashboard) With Incident Details Report Link Author: Kenny T Oracle Service Cloud Analytics Product Manager Difficulty rating: …
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Answer Effectiveness Macro View - Analytics Cookbook RecipeContent Answer Effectiveness Macro View Author: Joe Landers Oracle Service Cloud Difficulty rating: (Basic) Target persona: Chief Customer Office, VP Operations, Busines…
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Agent Login ReportSummary Out of the Box Agent Login ReportContent Hey all, I'm looking at the standard Agent Login report located in \Public Reports\Service\Agent Reports\Agent Login and… -
Incident Closures by Group - Analytics Cookbook RecipeContent Incident Closures by Group Total Closures versus Distinct Incident IDs Author: Colby Ross Difficulty rating: (Beginner) Target persona: Department Managers, Staf… -
Monitoring Agent Inboxes - Analytics Cookbook RecipeContent Monitoring Agent Inboxes View All Open Incidents Assigned to My Group Author: Simon Kilgarriff Difficulty rating: (Beginner) Target persona: Agent Supervisors / …
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Category MapsContent I was asked by a colleague to assist in creating something to show a full map of categories used in the product. A few changes happened here and there and we end… -
Knowledge Advanced Questions and Sessions Count by Day - Analytics Cookbook RecipeContent Questions and Sessions Questions asked on a daily basis (Knowledge Advanced) Author: Nivi Gopathi/Ramesh Manian Difficulty rating: (Intermediate) Target persona:… -
Social Monitor SLA's - Analytics Cookbook RecipeContent Social Monitor SLA's Measuring Social Agent Effectivness Authors: BenFisher Oracle Service Cloud Developer Danette Beal Oracle Service Cloud Sr. Product Manager …