Reporting and Analytics
Discussion List
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1st Response & Time in "Pending Customer" or "Waiting"Content Good morning everyone! I have made some serious headway on my reporting skills however I've run into a wall with this one. I have two questions today. 1. I need …Donnie Guthrie 57 views 1 comment 0 points Most recent by Sasi Gudimetta-124670 Reporting & Analytics for B2C Service -
Public API log (papi) not displaying resultsContent I am in the process of integrating through the REST api to an external service. I'm posting data to update a customer record, but when i got to the PAPI report, …Duncan Taylor 38 views 2 comments 0 points Most recent by Duncan Taylor Reporting & Analytics for B2C Service -
Five9 Integration ReportingContent Hello! We are just in the process of integration the Five9 CTI solution with our Oracle Service Cloud. I was wondering if there was anyone that has done this int… -
Filtering a report for incidents created in the last business dayContent Hi there - I have a report that I'm filtering by incident date created, by -1 days rounded to show me all incidents created in the last day. This works fine, but…Arturo Zindel 32 views 4 comments 0 points Most recent by Arturo Zindel Reporting & Analytics for B2C Service -
Workspace Report - Show contacts in organisation or parent organisationContent Hi there - I have a workspace report displayed in a tab within my 'Organisations' workspace that lists all contacts assigned to that organisation. To achieve thi…Arturo Zindel 30 views 2 comments 0 points Most recent by Arturo Zindel Reporting & Analytics for B2C Service
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Chats requested and questions submitted from Mobile pagesContent I just enabled my Mobile pages. I need to monitor the volume of incidents created from Chat and "Ask a Question" via the mobile page set. Visits by Pageset is a …Kim Dante 22 views 1 comment 0 points Most recent by Kim Dante Reporting & Analytics for B2C Service -
Determine agent use of knowledge base answersContent Hi colleagues, I am using a knowledge base report 138 to determine agent use of knowledge base items which I've changed to sort on team then individual. The prob…David Queen 23 views 2 comments 0 points Most recent by Amy Nash Reporting & Analytics for B2C Service -
How to create a report for a survey?Content I have a survey form in RightNow. I want to create a scheduled report that checked for "new submissions" every 15min and email me ONLY the new submissions in tha…Lavish Kumar 24 views 2 comments 0 points Most recent by Lavish Kumar Reporting & Analytics for B2C Service
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Exception Fill Line Colors not activated on report - when relative date usedContent Can anyone explain why a report that use to show lines coloured as an exception are no longer coloured? In design mode the lines are coloured when I run the repo…Liz Tarren-115470 18 views 0 comments 0 points Most recent by Liz Tarren-115470 Reporting & Analytics for B2C Service
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Reporting on Answers with Conditional SectionsContent Is it possible to report on Answers that contain Conditional Sections? I didn't see anything in the data dictionary that would represent Conditional Sections. Ba…Laura Shero 38 views 7 comments 0 points Most recent by Dietrik -120086 Reporting & Analytics for B2C Service
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Reporting on connection of Product to RulesContent Hi all, I have a request from a customer to delete some of the Products from the Product/Category drop down that their team owns, but I want to verify that the P…Brandon Kreines 14 views 2 comments 0 points Most recent by Brandon Kreines Reporting & Analytics for B2C Service
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rel_date_diff (including custom Response Requirements) minus 'waiting' timesContent I'm using rel_date_diff in conjunction with Response Requirements to find the date difference between two date fields, excluding non-working hours. This works a …Neil M 29 views 1 comment 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service
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help: Filtering contacts from report who have ANY incidents of a particular typeContent Hi everyone, I'm sure there's a simple solution for this but I'm really struggling to find a way to filter a report the way I want to. My basic structure is this…Arturo Zindel 30 views 2 comments 0 points Most recent by Arturo Zindel Reporting & Analytics for B2C Service
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Mod FunctionContent Is there a function in the reports that would allow me to find the remainder after division? Version Service Cloud May 2015Marv Ferrer 19 views 1 comment 3 points Most recent by Suresh Thirukoti-Oracle Reporting & Analytics for B2C Service -
Reporting on the time and source IP of page hitsContent Hi All, We recently had an unusual number of page hits on a single day, and therefore would like to see the sources (IP addresses) and exact times of these page …Kim Chen-116134 40 views 3 comments 0 points Most recent by Kim Chen-116134 Reporting & Analytics for B2C Service -
Issues with Reports Not MatchingContent I am creating some very simple reporting to send monthly to a number of the departments we support, and I am getting some weird differences in incident counts. T…Chris Hobson 22 views 1 comment 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service
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Another session has changed report definition. The control will now reset. (Supervisor views)Content This notification message is appearing when some supervisors are trying to access their Program reports from incident links. Only reinstalling OSC seems to solve…Joe P. 27 views 1 comment 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service -
Any luck using Average Message Response Time per agent?Content Hi everyone, Is there a way to calculate the Average Message Response Time in a report per Agent? Right now we are looking at a report that is looking at our que…CorineMc 33 views 1 comment 1 point Most recent by Carl Elliott Reporting & Analytics for B2C Service -
Exception on date plus 1 additional filterContent I'm having difficulty with the logic here. I'm trying to create an exception on a date column where the date equals the system date, and the status has a specifi…Nick L-113854 24 views 2 comments 0 points Most recent by Sasi Gudimetta-124670 Reporting & Analytics for B2C Service -
Exception on time since opportunity status changeContent Am I able to create an exception off the last time an opportunity status changed? Here's the statement I want to create: if the opportunity status equals x, and …Nick L-113854 12 views 2 comments 0 points Most recent by Nick L-113854 Reporting & Analytics for B2C Service
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Adding Work time interval into a SLA queue report.Content I currently have a report looking at the Service level of multiple queues completing incidents within set time frames. It currently is based of incident start an…Brooke Cameron 17 views 1 comment 0 points Most recent by Dietrik -120086 Reporting & Analytics for B2C Service
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Changing report layoutContent Good Morning I am new to service cloud and are after some help on a very basic report. In the screenshot attached I have created a grid report that displays the …Steve Bennett 30 views 3 comments 0 points Most recent by Suresh Thirukoti-Oracle Reporting & Analytics for B2C Service -
Conditional link web chat widget to try and determine how often the widget is displayed to customersContent Hi colleagues, I am reporting on a conditional link web chat widget to try and determine how often the widget is displayed to customers. In some instances this i…David Queen 26 views 1 comment 2 points Most recent by Sasi Gudimetta-124670 Reporting & Analytics for B2C Service
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Unable To Retrieve Incident Queue Statistics From Oracle Service Cloud.Content Hi guys, I want to retrieve incidents queue statistics like chat queue statistics with help of Rest API end point. For this I have been through with oracle Rest …Arun Kaushik 16 views 3 comments 0 points Most recent by Narendra Muttineni Reporting & Analytics for B2C Service -
Reports giving different resultsContent Hi colleagues, I may be missing something very obvious but I am looking for your help. Running out-the-box reports 3008 and 3009 for the same period gives slight…David Queen 22 views 2 comments 0 points Most recent by Mirela Iepure Reporting & Analytics for B2C Service
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Reporting Incident Performance by OrganizationContent Not sure if I've posted this question in the past however here is my conundrum. I now have an incident performance report the way I need it however I still need …Donnie Guthrie 17 views 2 comments 0 points Most recent by Chuck Udzinski Reporting & Analytics for B2C Service
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Filtering a report by comparing Account "Display Name" with a Custom Field in OrganizationContent I'm trying to create a report for people in our customer service dept so that each customer service representative sees only those opportunities assigned to them…Mike Kramer 23 views 10 comments 1 point Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service -
Chat and or email dashboardsContent Im looking to build a chat and or email dashboards which can show me everything related to chats or emails within a given time frame (Date created). Im just wond…Damian Meddings 17 views 2 comments 0 points Most recent by CorineMc Reporting & Analytics for B2C Service
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Extend Answer Effectiveness report (ID#206)Content Hello, We are trying to extend the functionality of Answer Effectiveness report. This report is currently showing number of incidents and chats. We would like fu…Gireesh Bhat 22 views 1 comment 1 point Most recent by Dietrik -120086 Reporting & Analytics for B2C Service
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How to display complete data in Report columns when using Add-InContent Hi, I have string like String value=the major international rugby tournament held in the Americasorganized by the Pan American Rugby AssociationIn 1944 the 50th …Chakravarthy Elchuri-123764 22 views 10 comments 1 point Most recent by Chakravarthy Elchuri-123764 Reporting & Analytics for B2C Service