Reporting and Analytics
Discussion List
-
Correct way to count incidents First Responded by a given Group?Summary Seeking best way to count incidents Initially responded to by an Agent GroupContent Hi all - we pay our frontline Call Centre based on # Incidents where they sen… -
answer feedback report with answer-ID, Question text, incident number and incident textContent Hi, I want to create a report showing all individual feedback per answer (preferably even a report that enables me to filter on either answer ID or product or bo…User_2025-02-03-18-57-47-987 64 views 6 comments 1 point Most recent by Jess Campbell Reporting & Analytics for B2C Service -
Add Time Zone in Date Column in Report AnalyticsSummary How do I change the display of Date/Time in an output column?Content Hi, We have business requirement to change date/time in OSvC for each record. By default, th…Baljeet Singh-231094 47 views 0 comments 0 points Most recent by Baljeet Singh-231094 Reporting & Analytics for B2C Service -
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:…Scott Harwell 404 views 41 comments 15 points Most recent by Anuj Behl Reporting & Analytics for B2C Service -
Search report results for contacts.any_phone_raw vs. any_phoneSummary Looking to understand why the rows analyzed are different for the two fieldsContent Why do the fields have a different number of analyzed rows if they're both se…InSinkErator 48 views 0 comments 2 points Most recent by InSinkErator Reporting & Analytics for B2C Service -
Report description needed for end-user and kb answersSummary Report description needed for end-user and kb answersContent Where can I find a description of answer and end-user reports such as: Answer click through rate, an… -
Created and Closed/Resolved in the same reportSummary Creating a report (not a dashboard) with incidents created and closed/resolved in a period of timeContent Hello, I am trying to create a report that will include…User_2025-02-06-05-46-29-624 39 views 11 comments 0 points Most recent by Ajay Yadav-140866 Reporting & Analytics for B2C Service
-
Aggregate functions last() is not working as expectedSummary last() should return last row of the data set, but it is fetching all the records.Content Objects : a) Incident b) CO.AuditLog (Custom Object). Joining Relations…Manish S. Dixit 53 views 3 comments 1 point Most recent by Levi Dyckman-Support-Oracle Reporting & Analytics for B2C Service -
Report with link to attachments.Summary How do I get a report with a link to attachments for each incident?Content Hello, I have a report that shows the incident information and the attachments associa…Scott Heidenreich 142 views 9 comments 0 points Most recent by Alison-UniSA Reporting & Analytics for B2C Service -
Incident SizeSummary How to get size of incidents?Content Hi, Is there a way to return the total size of an incident with and without file attachments through reporting? A simple rep…User_2025-02-03-21-58-25-969 40 views 2 comments 0 points Most recent by User_2025-02-03-21-58-25-969 Reporting & Analytics for B2C Service
-
Passing filter value from one to anotherSummary Passing filter value from one to anotherContent There are 2 filters one for primary branch code and another for secondary branch code. Customer want to show sing…User_2025-02-03-16-53-11-440 31 views 2 comments 0 points Most recent by User_2025-02-03-16-53-11-440 Reporting & Analytics for B2C Service
-
Disposition of Incident when Survey went outSummary What was the disposition of the incident when the survey went out?Content I am trying to find the disposition of an incident at the moment the survey went out. I…User_2025-02-01-08-26-30-444 31 views 0 comments 0 points Most recent by User_2025-02-01-08-26-30-444 Reporting & Analytics for B2C Service
-
Contact custom records - display only record with latest date or just one if date blankSummary Return single latest customer record for a contactContent Our contacts have custom records in eg. myTable. They may have none, a single, or multiple linked recor… -
Time in statusContent For a given incident ID - what is the easiest way to show how long it has spent in each status Not status type - each statusKing Jack 28 views 2 comments 1 point Most recent by User_2025-02-03-22-07-33-802 Reporting & Analytics for B2C Service -
Adding a Wildcard function to a Report Definition FormulaSummary I'm wanting to use an if statement in a report to search the subject title for a key word such as 'Accepted' and to return a custom value for this. Is it possibl…User_2025-02-05-15-36-42-527 53 views 2 comments 0 points Most recent by Sasi G Reporting & Analytics for B2C Service
-
Add the body of the ticket in a reportSummary I want to add the text-body of the ticket in a reportContent Hello All, I'm trying to create a report for all the tickets created in the last year that will have…Jenica Dracea 36 views 5 comments 0 points Most recent by User_2025-02-01-08-17-38-818 Reporting & Analytics for B2C Service
-
Phone search field with or without hyphensContent Many of our contact phone number have hyphens and more do not. I cannot find a solution for agent to search for a contact by phone number without them needing to…User_2025-02-03-19-05-39-651 50 views 4 comments 0 points Most recent by InSinkErator Reporting & Analytics for B2C Service
-
Incidents report with Answers SummarySummary Creating a report joinning two tables with no common fieldsContent Hello! I can´t find a way to add the title of an answer (answers.summary) into the incident's …User_2025-02-06-21-26-19-557 33 views 6 comments 0 points Most recent by User_2025-02-06-21-26-19-557 Reporting & Analytics for B2C Service
-
Returning More than 10k Records on Scheduled ReportContent All, We have a report that runs every night that displays new records created in one of our custom objects in the past 24hrs. This report emails itself to a hand… -
Emails Received - Exclude Client Response to Auto Reply and Thank You ResponsesSummary Exclude Client Responses to Auto Replies and "thank you" responses to solved incidentsContent I am trying to update the Emails Received report to count the numbe…User_2025-02-07-10-02-12-918 35 views 0 comments 0 points Most recent by User_2025-02-07-10-02-12-918 Reporting & Analytics for B2C Service
-
Setting up multiple reporting schedules for different time periods within the same day.Summary Unable to change VRL_HARD limit, needing a workaround.Content Hi, I need to craft several reporting workarounds to report on previous days data via scheduled run…User_2025-02-05-08-03-16-850 23 views 6 comments 1 point Most recent by Tushar G Reporting & Analytics for B2C Service
-
Events at same second sorting incorrectly. Any way to go smaller than seconds in date_format?Content Hi, I've found when reporting on the chat_events table & sorting output by chat_events.created that two posts with the same second can be shown out of order. The…User_2025-02-03-20-01-45-901 18 views 2 comments 0 points Most recent by User_2025-02-03-20-01-45-901 Reporting & Analytics for B2C Service
-
Forward reports using non-default mailboxSummary Looking for a way to optionally forward analytics reports from a mailbox other than the default for that interfaceContent Being able to send specific types of re…Jared Terry 34 views 1 comment 1 point Most recent by User_2025-02-01-08-46-19-550 Reporting & Analytics for B2C Service -
Catch/close "redundant" incidents that solve themselves?Summary Any ideas to recognize Incidents after customer reports issue is resolved?Content Hi All - in ecommerce, a large source of customer incidents is "Where's my orde…
-
Emailed Report ErrorSummary Scheduled report sending Excel opens with warningContent Hi all, We have a really simple report that is scheduled to run once daily. The report contains only 3 c…
-
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 …Kenny Tietz-23935 539 views 8 comments 29 points Most recent by Adam Liu Reporting & Analytics for B2C Service -
Report Editor, Home > Records is not showing custom tableSummary Connected workspace opens for one report but not for anotherContent On a report A when you double click the record it opens a workspace for the connected custom …
-
Report: Queue-Change - Exclude resolved IncidentsSummary Hey @ all. I'm still creating a report to get the correct count of incidents which leaves a queue unresolvedContent Hey @ all. i wanna show my Managers what happ…User_2025-02-07-09-56-35-224 32 views 4 comments 1 point Most recent by User_2025-02-07-09-56-35-224 Reporting & Analytics for B2C Service
-
Show Percentages of crosstab column Total?Summary Need help creating a view that show trending over time (daily, weekly etc) in the % split of our Product IDs..Content I know this is possible but seem to be unab…
-
Creating a custom report with a date range in the outputSummary 1-6 days passed SLA, 7-10 Days passed SLA, 11-14 Days and 15 or greaterContent Hi friends, I am trying to create a report with incident data where I am checking …NJ 43 views 3 comments 0 points Most recent by User_2025-02-03-17-31-49-785 Reporting & Analytics for B2C Service