Reporting and Analytics
Discussion List
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Looking for a way to run an article history from AnalyticsSummary: I am trying to create an article-history in Analytics, much like the history shown in the knowledge advanced editing-tool. Started out with creating a report ba…Marco Klomp-223061 5 views 0 comments 0 points Started by Marco Klomp-223061 Reporting & Analytics for B2C Service -
Help with report creation to trace the queue from client on Right NowSummary: Hi! Well, I'm are trying to assemble a report in Right Now that followed the history of queues that a chat went through, containing the source and destination q…Evandro_MN 11 views 2 comments 0 points Most recent by Evandro_MN Reporting & Analytics for B2C Service -
Archived Incidents transaction reportingSummary: Reporting on Archived Incidents access usage stats using transactions table Content (required): Has anyone had success reporting on Archived Incidents access us…HelenH 31 views 3 comments 0 points Most recent by Steve Garvert-Support-Oracle Reporting & Analytics for B2C Service -
Help with If statementSummary: Help with If statement Content (required): Hello, I'm trying to update the column of a report with this logic - If the count of the answer views is great than 1…kerry walker 41 views 10 comments 0 points Most recent by kerry walker Reporting & Analytics for B2C Service -
Dashboard Report to pull today only closed incidentsSummary: Daily Closed with Drill Down Level Report. Trying to make it to pull only current date closed with relative since is Dashboard Report and no filter should show …
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System Report OptimizationSummary: I have report that is prebuild (before my time). Is working in the console but not in the BUI and currently trying to find ways to rebuild or filter it to show …
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All Incidents column showing with Multiple Duplicates inc_performance inner join incidents tablesSummary: I have two level report with a variable date_format(incidents.closed,$date_format) that groups by incident.closed. I have two reports build the same way and the…
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Is there a report that can count no. of E-mail interactions in the communications thread?Summary: Hi Experts, Is there a report or is it possible to count the number of e-mail interactions or e-mail exchanges from the customer to the Agents? I just need the …Jepee Celorico 21 views 4 comments 0 points Most recent by Jepee Celorico Reporting & Analytics for B2C Service
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All Incidents column showing with Multiple Duplicates inc_performance inner join incidents tablesSummary: The report consists of two levels the top level has All Incidents column: "count(incidents.closed)" that is counting incidents outside of the timeframe while th…
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How to count different option from 3 different custom columns in CHATS ReportsSummary: Report table incidents inner join with contacts. I already added filters to show all by contact. I tried adding additional filter/s but is not letting me and th…
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Reporting on Answers where agents have NOT createdSummary: Ability to search for Agents that have NOT created an answer. I have a report that looks at the Answers table and it has the Creator field and Year Month with a…SDP 41 views 3 comments 0 points Most recent by michael garverick Reporting & Analytics for B2C Service
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outer join with WHERE NOT EXISTS statementContent Hi, I'm looking for a way to configure a report with an outer join and the WHERE NOT EXISTS statement (known from native SQL). Sadly I do not find a solution. Th…Erik Erbstober 31 views 14 comments 1 point Most recent by SDP Reporting & Analytics for B2C Service
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My array for $exit_obj does not display all the dataSummary: I'm using custom script to export the data into an array, manipulate it and dump it back into the $exit_obj. However, when the data is displayed - it does not d…Jason Phillip 31 views 2 comments 0 points Most recent by Jason Phillip Reporting & Analytics for B2C Service
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Can the note filed from the threads table be processed as a string?Summary: I have some content in the threads field, and i want to split it apart in to separate strings for a report. However every function i use says its expects a stri…spence_abcd0109uk 21 views 1 comment 1 point Most recent by michael garverick Reporting & Analytics for B2C Service
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Help with report - answers last accessed by users in specific profileSummary: Help with report - answers last accessed by users in specific profile Content (required): Hello. I am trying to write a report that shows the last time an answe…kerry walker 61 views 5 comments 0 points Most recent by kerry walker Reporting & Analytics for B2C Service
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Are there any report to extract knowledge advance article ?Hi There, I am wondering if there are any reports that I can use to extract knowledge advanced articles created by all authors. I try to look through all the tables in t…Vincent Lin 12 views 1 comment 0 points Most recent by Robert Surujbhan-Oracle Reporting & Analytics for B2C Service -
Exporting incidents with attachmentsSummary: We have a requirement to export the old incidents with attachment for old customers Content (required): Can we export the incidents from old customers along wit…Jayashankar Lingaiah-Oracle 31 views 5 comments 0 points Most recent by Lisa Bright Reporting & Analytics for B2C Service
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Report Filters for null and not null queriesSummary: I need to be able to create a filter that if blank will return rows with that column blank, but if not blank then return rows that match the filter Content (req…Rob Shorney 21 views 1 comment 0 points Most recent by michael garverick Reporting & Analytics for B2C Service -
How do I obtain a flitered list of attachments and then export them from OSvC?Content Hello, We frequently have agents who want to create a list of attachments for specific incidents, filter for attachments that have a specific name, and then expo…Scott Heidenreich 24 views 6 comments 0 points Most recent by Scott Heidenreich Reporting & Analytics for B2C Service -
Time with agentSummary: What is the best way to calculate the time the case has been with an agent? Content (required): For example, when a client raises a case it gets assigned to an …SDP 41 views 1 comment 1 point Most recent by michael garverick Reporting & Analytics for B2C Service
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How to pull in a column full name of ctype_id=10 the main name not the representative the name =10?Summary: I have build a report and trying to pull with if(contact.ctype_id=10). I tried substring but it doesn't work, I guess I didn't make the correct combination of c…TinaB 21 views 6 comments 0 points Most recent by michael garverick Reporting & Analytics for B2C Service
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What's the most efficient way to temporarily 'tag' records for reporting purposes?Summary: We need to check on a particular field for a large group of contacts, but have no way of querying for them. There is a separate/external and 'official' contact …Christos S. 31 views 6 comments 0 points Most recent by Christos S. Reporting & Analytics for B2C Service -
Why does Rule State double each Answer in the report?Summary: Adding Rule State to Answer Default report doubles every row for each answer. Content (required): I want to modify the Answers Default report that is a simple l…Scott Heidenreich 21 views 22 comments 1 point Most recent by Christian UoA Reporting & Analytics for B2C Service
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How to report on a Text Formula Field in OTBISummary: A new Text Formula field will not show up in Reports and analytics, oracle manual says this is not possible but I'm curious if anyone has found a way around it.…Pete.Sterchak 11 views 1 comment 0 points Most recent by Syed Misbauddin-Support-Oracle Reporting & Analytics for Sales
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Incident performance data Filter Through AnaylticsResults APISummary: By Pass 10,000 records AnaylticsResults API limit Content (required): Hi Guys, The AnaylticsResults API has a limit of 10,000 records per run. We have an integr…Sylvia S. 11 views 1 comment 0 points Most recent by Robert Surujbhan-Oracle Reporting & Analytics for B2C Service
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How to show matching incident rows from two different join tables?We're working on a project where we want to add contacts to an incident, but we can't use secondary contacts because we don't want to automatically send emails to them. …Eric Gottesman 23 views 6 comments 0 points Most recent by Justin_D Reporting & Analytics for B2C Service
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Why are chat numbers not the same between chat report and incidents created by source (chat)?Summary: Chat Activity Report and Incidents Created by Source not showing the same numbers for live chat Content (required): If I run the Chat Activity Report and the In…MikeA 1 view 1 comment 0 points Most recent by Megan Akins-Support-Oracle Reporting & Analytics for B2C Service -
Incident Performance - some Incident records are missing on same daySummary: Hi All, I ran the report on (November 30th) at 12:15 hours with the search parameters 29-11-2022 00:00 to 30-11-2022 00:00. It resulted in 10 lines (see attachm…Seethalakshmi S 11 views 1 comment 0 points Most recent by michael garverick Reporting & Analytics for B2C Service -
Remove weekends from the report resultsHi All, I have a Queue Activity report that is a part of our Managers Dashboard. This standard report with a chart shows queue activity for the last 14 days. It consists…Pawel Strychocki 11 views 2 comments 0 points Most recent by Pawel Strychocki Reporting & Analytics for B2C Service
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Report showing all workspaces on each workflowSummary: I have tried to create or locate a report that will show me all the workspaces (IDs included) that are assigned or listed on each workflow. I have tried to crea…David_S 11 views 4 comments 1 point Most recent by Nika Gerson Lohman Reporting & Analytics for B2C Service