You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Modify Agent Activity Report to count all responses send by Agent

Accepted answer
edited May 6, 2016 8:50PM in Reporting & Analytics for B2C Service 1 comment


We are looking at Oracle's OOTB report - Agent Activity. Report ID: 55

We are trying to capture

  1. Outgoing emails by the Agents
  2. and emails that are being responded to more than once. For example, customer emails agent. Agent replies back. Customer responds right away and Agent replies back again. Currently the 'Responses' column only captures 1 response vs. 2 for that interval.

Any assistance on the matter is greatly appreciated.

Thank you

Ajay John


Feb 2014

Howdy, Stranger!

Log In

To view full details, sign in.


Don't have an account? Click here to get started!