Reporting and Analytics
Discussion List
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Searching or Reporting in the Incident Archive ConsoleSummary: Searching or Reporting in the Archive Console Content (required): Is there a way to search the Incident Archive Console by Agent name? Version (include the vers…kerry walker 1 view 2 comments 0 points Most recent by kerry walker Reporting & Analytics for B2C Service -
Can I customize a dashboard like thatContent I want to customize this dashboard, but which can't be edited/copied. I tried to create a new one, however I can't find a way to built the same layout. Do you ha…Yanzhi Han 63 views 7 comments 2 points Most recent by Eric S. Reporting & Analytics for B2C Service -
How to modify the Audit Log ReportSummary: Within the contacts workspace, we have at the bottom a few tabs , the last one is The Audit Log Tab, if you change a standard field value the information change…User_MAWOS 11 views 1 comment 0 points Most recent by Justin_D Reporting & Analytics for B2C Service
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knowledge article answer URLSummary: knowledge article answer URL Content (required): Hello, I'm working on how to get knowledge article answer URL in a report in order to display to the agent once…Hesham Sleem 1 view 2 comments 0 points Most recent by Hesham Sleem Reporting & Analytics for B2C Service
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What is Oracle Narrative Reporting Output file size recommendation in excel or word?Summary: I am facing issue in output of excel which is above 1 MB Size, Not showing any result when i will preview the Doclet Content (required): Version (include the ve…Sukhvinder Kaur 1 view 1 comment 0 points Most recent by Justin_D Reporting & Analytics for B2C Service
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Adding a specific contact email to report results?Summary: Content (required): We have an incident/email contact report that runs on a date range, filters out all null (contact with no email addresses) and groups duplic… -
Outgoing MailboxesSummary: We currently have 2 Incidents Worskpaces and also we previously configured 2 Outgoing Mailboxes. What is important for our company it's to have a specific Outgo…User_MAWOS 1 view 4 comments 0 points Most recent by User_MAWOS Reporting & Analytics for B2C Service
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Pass search values to new recordSummary: Hi, If I have a search in a report where I search contacts for example, by First Name and Last Name, and if I choose to create a new contact, is there a way to …Sorins -Oracle 1 view 0 comments 0 points Started by Sorins -Oracle Reporting & Analytics for B2C Service
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Link Checker/Broken URIs is not updatingSummary: Broken links fixed - report still shows old URIs Content (required): I fixed over 1500 broken links in our knowledge base yesterday. I ran the Common/Site Admin…Scott Heidenreich 11 views 1 comment 0 points Most recent by Scott Heidenreich Reporting & Analytics for B2C Service -
How can you join 2 tables without an intermediate table?Summary: I need assistance with how to join 2 tables in a report without the intermediate table it is telling me I have to use. I have data in an Answers table and a cus…User_5BEMS 11 views 3 comments 0 points Most recent by Pavol Procka Reporting & Analytics for B2C Service
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How to create a number only field on Oracle B2C RightNow?Summary: Content (required): Hello, I'm using Oracle B2C RightNow. I wish that the field bellow allowed only numbers input (no letters or symbols). Is it possible? I don…Giovanne da Silva Torres 1 view 3 comments 0 points Most recent by Justin_D Reporting & Analytics for B2C Service -
Frequent ReportsSummary: Custom Report Useage Content (required): Is there a report that shows all the reports that are being used frequently by the users Version (include the version y…Boby B Jacob 11 views 2 comments 1 point Most recent by Sristy A Reporting & Analytics for B2C Service -
Actual SLT time worked by AgentSummary: we have a requirement to calculate the actual time worked by an agent on any incident taking SLA time and holidays into consideration Content (required): For B2…Jayashankar Lingaiah-Oracle 11 views 2 comments 1 point Most recent by Justin_D Reporting & Analytics for B2C Service
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RemovedSummary: Content (required): Version (include the version you are using, if applicable): 21C Code Snippet (add any code snippets that support your topic, if applicable):Manoj Maruvada 1 view 0 comments 0 points Started by Manoj Maruvada Reporting & Analytics for B2C Service
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Embedded screenshots from threads in reportSummary: Embedded screenshots from threads in report Content (required): Attached is a current report that we use to display a list of file attachments from Incidents. I…
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Chat queue availability reportSummary: Historical report on how much time there was no agent available for a specific queue. Content (required): I'm looking for a historical report on how much time t… -
How to filter on the startdate of first event if a person may have multiple events attended?Summary: Report on only the first event Content (required): I need to have a report which only displays the first event to which a person has been. So I have the contact… -
Is There a More Detailed Database Dictionary?Summary: Is there a more detailed database dictionary for Oracle Service Cloud? Content (required): For example, I am finding that some of the information in the Databas…NDKoze 1 view 1 comment 1 point Most recent by Robert Surujbhan-Oracle Reporting & Analytics for B2C Service -
Find e-mail address in incident threadSummary: How can I make a report with an e-mail address in one column that is used to search in the initial customer thread in another column. With a third column showin…
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Organization Hierarchy ReportingSummary How to Correctly Report the Levels of an Organization's Hiearchy?Content I am trying to create an Organizational Hierarchy report that shows the number of Contac…
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Can we trace categories changes in Audit LogSummary: Tracing categories changes in the Audit Log Content (required): As we all know, we can trace the incident transactions through the Audit log. But one of my clie…Vikash Patel 11 views 2 comments 0 points Most recent by Sasi Gudimetta-281012 Reporting & Analytics for B2C Service
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Help reporting on a button clickSummary: Need help reporting on a button click Content (required): I'm attaching my simple report definition (zipped xml) for when an agent clicks a button in their work…kerry walker 11 views 6 comments 0 points Most recent by kerry walker Reporting & Analytics for B2C Service
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Schedule a Dashboard to be emailedContent Hi All, It doesn't seem that we have the ability to schedule a dashboard to be sent to a group of email recipients, so I'm wondering what solutions you all use t…
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Which table should I use to calculate agent login time?Summary: Do I need to develop a report that calculates the login / logout time and which table is the most correct to use? accountsessionhistory or user_trans.type = 1? …Leonardo Santos 1 view 5 comments 0 points Most recent by Sristy A Reporting & Analytics for B2C Service -
Is it possible to find all the reports with their filter details ?Summary: We need to fetch all the reports in the system that do not have a Date filter in them as we need to then edit those reports . Content (required): Version (inclu… -
contacts.any_phone_raw is not returning data when searching for Contact Phone Alt 3Content We have a search report set up that utilizes contacts.any_phone_raw which based on the Data Dictionary should search within any phone number field on the contact…Famirka Then 5 views 2 comments 1 point Most recent by Lakshay Bhalla Reporting & Analytics for B2C Service
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Why my Logon Reports show duplicate rows?I did a new Logon Report to show start/end by day. But it is running with duplicate rows for each Agent, I would like show one row only. I'm using account_session_histor…Leonardo Santos 11 views 5 comments 0 points Most recent by Kurt Helfrich Reporting & Analytics for B2C Service
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"Records" is greyed out on the report, cannot edit even if I have permissionSummary: "Records" option on report design Content (required): Hi friends, I have an old report that I need to edit. I want to edit the records that can be opened from t… -
Duplicate contact email addressesSummary: Looking for downsides to allowing duplicate email addresses Content (required): We've recently come across a few reasons to allow duplicate email addresses for …kerry walker 1 view 2 comments 0 points Most recent by kerry walker Reporting & Analytics for B2C Service
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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…Bastiaan van der Kooij 91 views 7 comments 10 points Most recent by Ssimpson-Oracle Reporting & Analytics for B2C Service