Reporting and Analytics
Discussion List
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Generate a report for Incidents that are created manuallySummary: Hello Experts, I there a way or a report that can determine how many incidents that are created manually ( meaning the agents/CRS created it themselves) and not…Jepee Celorico 35 views 7 comments 0 points Most recent by Jepee Celorico Reporting & Analytics for B2C Service -
How to Exclude a Case if there is only One RowSummary: Need to exclude the case if there is only one row. Content (required): Trying to create a report to display the frequency of response to customers but only if t…JLFolkman 35 views 5 comments 0 points Most recent by Justin_D Reporting & Analytics for B2C Service
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The users completed surveies.Summary: A report shows all the surveys the user completes in a period of time. Content (required): Hi Here, I am trying to create a report that shows user completed sur…Vincent Lin 37 views 7 comments 0 points Most recent by Justin_D Reporting & Analytics for B2C Service -
how to calculate time between interactions created date and response date?Summary: I want to know how many incidents are yet to be responded. for e.g we have SLA of 24 hours to respond. So how can i fetch a report which states that these incid…Megha Nagpal 21 views 2 comments 0 points Most recent by michael garverick Reporting & Analytics for B2C Service
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No results in keyword report when search is performed in BUI?Summary: We're using the Browser User Interface and are looking to improve our knowledge base. Naturally, it's important to know which keywords agents are using, when se…Trine Larsen 35 views 2 comments 0 points Most recent by Trine Larsen Reporting & Analytics for B2C Service -
Use Custom Expression on Level FilterHi, I need to use the following custom expression on level filter, both top level and drill-down level. If(date_diff(sysdate(),$max_date_created)0,date_diff(sysdate(),$m…
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Can categories be excluded from search results?Summary: Can categories be excluded from search results? Content (required): I came to understand that if a product or category contains the same text as a search term..…kerry walker 21 views 2 comments 0 points Most recent by kerry walker Reporting & Analytics for B2C Service -
Help with Survey Summary ReportSummary: Help with Survey Summary Report Content (required): I'm in need of a little help with a report. This specific report is a monthly and year to date summary of su…kerry walker 21 views 5 comments 0 points Most recent by kerry walker Reporting & Analytics for B2C Service
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Report to extract Standard text sent through Rule response by systemWe have a requirement to extract all the standard text with names that are being sent by the system through rules. We tried but did not find a way to join transaction/th…Shubham Gupta-177131 11 views 1 comment 1 point Most recent by Srinath Srinivasan-Oracle Reporting & Analytics for B2C Service -
Can't Hyperlink to Answers in BUI (but can in .NET console)Summary: Can't Hyperlink to Answers in BUI (but can in .NET console) Content (required): Our business users mentioned that when they export an Answers report in the .NET…kerry walker 45 views 1 comment 0 points Most recent by kerry walker Reporting & Analytics for B2C Service
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Display Dashboard on homepageContent The departments in our company would like to view specific reports as soon as they log in to the CRM. We would like to display the dashboard automatically on the…Jayme Goforth 51 views 5 comments 0 points Most recent by User_NQG0M Reporting & Analytics for B2C Service -
Filtered report should not reduce rowsSummary: Content (required): Hi, We have a report to be built in such a way that report should have 4 columns: Queues, Date Created, Time Created, Count of Incidents. In…Padma Varadarajan 21 views 6 comments 0 points Most recent by Justin_D Reporting & Analytics for B2C Service
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Why does my scheduled report return different numbers than if I run the same report run manually?Summary: Scheduled report returns different numbers than the same report run manually. Content (required): I have a report that counts the number of Incidents created pe…Richard Vang 45 views 5 comments 0 points Most recent by Justin_D Reporting & Analytics for B2C Service -
How to pull re-opened cases that were previously closedSummary/Content: I need to identify incidents/cases re-opened by the customer that were previously closed in oracle service cloud analytics. Below is the code snippet th…
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Showing zero values on a reportSummary: Showing zero values on a report Content (required): Is there a way to show entries that contain a zero value for something? For example, we'd like to show the a…kerry walker 35 views 4 comments 0 points Most recent by kerry walker Reporting & Analytics for B2C Service
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Queue Activity Report showing 0 values, despite there being activity in the queuesHello, We have recently migrated our business rules over to enhanced business rules and have also tidied up some incident queue routing rules. Incidents are being correc…
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Is there a way to hide duplicated entries ina scheduled report?Summary: Hide Duplicated entries for a scheduled report Content (required): We have a report that counts the answers hits in a defined range of time, as per some article…Edgardo Lineros-Oracle 25 views 2 comments 1 point Most recent by Karla Lauwerens Reporting & Analytics for B2C Service
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How to get first & last closed dateSummary/Content: I need to use the first & last closed date instances and I'm trying to use min(incidents.closed) and max(incidents.closed) but they don't work. The repo…
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Use custom list twiceSummary: Content (required): I want to use a custom list for "translating" some ID values to human readable form. For instance Location can be 1 = USA, 2 = UK, 3 = Japan…Jan Zahradka-Oracle 25 views 0 comments 0 points Started by Jan Zahradka-Oracle Reporting & Analytics for B2C Service
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How to get the list of articles that are checked out (locked) in OSvC (B2C Service)Summary: I am trying to find the right table where I could see all articles that are checked out (locked) by users. Could you please help? I need a list of all articles/…Irena Novosadova-Oracle 31 views 0 comments 2 points Started by Irena Novosadova-Oracle Reporting & Analytics for B2C Service
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Chat Transcript - Incident MessageSummary: We want to export the chat transcript saved in message under Incident to excel Tried Chat Event Details report but display by event and not complete transcript …Dikert VId 21 views 1 comment 0 points Most recent by Anuj Behl Reporting & Analytics for B2C Service
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SSO access into OACSummary: We are using SSO access into the other Oracle products, is there a way how to configure OAC to accept SSO login instead of username/password combination? Conten…Jan Zahradka-Oracle 26 views 0 comments 0 points Started by Jan Zahradka-Oracle Reporting & Analytics for B2C Service
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Is there a way to access accounts table in the transactions table?Summary: I a trying to generate a report for alll user actions from the transaction table. is there a way? Content (required): Table : Transactions Column : Table Associ…Srinath Kannan-Oracle 31 views 2 comments 0 points Most recent by Sristy A Reporting & Analytics for B2C Service
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Extra column for color value in data visualizationSummary: Content (required): In case I use a field or calculation for Color, an extra column is added to the end of table or empty bar in graph. Is there any way how to …Jan Zahradka-Oracle 31 views 1 comment 0 points Most recent by Sristy A Reporting & Analytics for B2C Service
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Remove Explore link prom data visualizationSummary: Content (required): I created some data visualizations and when the dashboard loads I see Explore link by each. Is there some setting how to remove that link pl…Jan Zahradka-Oracle 31 views 0 comments 0 points Started by Jan Zahradka-Oracle Reporting & Analytics for B2C Service
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Report on when incidents move queues, by whom, and status upon transferContent Hi, We are trying to create a report that will tell us when an incident is moved from one queue to another, by whom and the status it was given upon transfer. At…James G 68 views 12 comments 2 points Most recent by Sasi Gudimetta-281012 Reporting & Analytics for B2C Service
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Can I control the time element of a "Between" filterContent Hi All, New to custom reports, but I am starting simple. I am working on reports to simply show an incident count of tickets opened in our queue by month, and th…Jeff Tuckwood 38 views 6 comments 0 points Most recent by User_JRSXZ Reporting & Analytics for B2C Service
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reports for maker and checker in the Agent desktop or BUISummary the business require to get reports for maker and checker of the questions and answers and the one who published it, am not able to find default reports for that… -
Survey Sent & Completed report - Include surveys not openedI m trying to report on all surveys sent. The report should show when a Survey was sent, and if it was completed also the score. I however also need the Surveys that hav…Pavol Procka 56 views 3 comments 0 points Most recent by Sristy A Reporting & Analytics for B2C Service -
How to Filter on a date_group to linked reporti have built a report summary based on date_group(incidents.created, 'YYYX-WWW') and counting incident id I now want to add a report to list the detail for that date ran…spence_abcd0109uk 21 views 1 comment 0 points Most recent by Anuj Behl Reporting & Analytics for B2C Service