Reporting and Analytics
Discussion List
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Report showing what an agent has in in-boxContent Hi colleagues, is there an out-the-box report that would enable me to see what is in each user's in-box on a real-time basis? Many thanks DQ Version Service CloudDavid Queen 21 views 2 comments 0 points Most recent by David Queen Reporting & Analytics for B2C Service -
Scheduling reportsContent Hello! I've been trying to schedule a Keyword searches report, but the To field options don't have my email address listed. I definitely exist. I am an admin. ho…Aprill Allen-119326 38 views 4 comments 0 points Most recent by Aprill Allen-119326 Reporting & Analytics for B2C Service -
Create report on top answers viewed based on public portal keyword searchesContent Hi, I'm new to reporting and I need to create a report that generates a list of top viewed answers in our knowledge base based on keywords members of the public …Bea Patel 28 views 1 comment 1 point Most recent by Richard Keevil Reporting & Analytics for B2C Service -
what types of data comes in chat activity - AgentContent can anyone explain what kind of data comes in chat activity - Agent standard report which is located under \Public Reports\Service\Chat Reports location, i am as… -
Report to search threadsContent Hi All, I really don't believe that this is possible but I thought I would ask the wider community for clarification. One of my clients has asked if it is possib…Colin Campbell-118909 40 views 2 comments 0 points Most recent by Colin Campbell-118909 Reporting & Analytics for B2C Service -
How to get a report on missed chats?Content Hi, I have a requirement to get the data for missed chats. I can see that interaction_segment_events.event_id has got values like "Declined", "Abandoned", "Aband…Vignesh Nagarajan-126051 37 views 4 comments 0 points Most recent by Alawal Alawal Reporting & Analytics for B2C Service
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Report is not showing correct dataContent Hi Everyone, i am facing an issue in reports. i am using 2 joins in reports, contact -> incidents and contact-> products( this is custom object and 1:M relation)…Prasad Mokkapati 15 views 1 comment 0 points Most recent by Dietrik -120086 Reporting & Analytics for B2C Service
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Modify Incident statusContent I need to update the status column value of these records which are returned in this report. I think I need to create a custom script for this in report. Can any…Thillai S 14 views 2 comments 0 points Most recent by Dietrik -120086 Reporting & Analytics for B2C Service
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Update notifications (database - user accounts)Content Anyone have any reports in place that notify internal departments when there are User account, queue updates (new/disabled) to the system. Trying to figure out t… -
Timing of Contact Emails - Incident WaitingContent Afternoon everyone! We currently have emails that go to contacts when a response isn't received on an incident "Incident Waiting". It can be found @ ConfigSettin…Donnie Guthrie 23 views 4 comments 0 points Most recent by Ryan Schofield-122326 Reporting & Analytics for B2C Service -
Pending since how many days ReportContent I need to make a report which has the following format. Since how many days is the incident in its current status. i.e. I want to calculate= count of (sysdate - …Maheep Kaur 37 views 8 comments 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service -
Weekend Performance - Email the Report!!!Content Awesome report by Bastiaan van der Kooij Title: Incident Transaction Counts (Multiple Transaction Types) - Analytics Cookbook Recipe I created this on our side a…Donnie Guthrie 17 views 2 comments 1 point Most recent by Dietrik -120086 Reporting & Analytics for B2C Service
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How to make the term search report space sensitive?Content Hi, We have this report to search for the terms in the articles and it is working fine but since we have last upgraded (Nov 2015) the users have started complain…Pratyush Sharma-113976 14 views 0 comments 0 points Most recent by Pratyush Sharma-113976 Reporting & Analytics for B2C Service -
Business Intelligence and Oracle Service Cloud Analytics Presentation from July 20 User Group...Content See the attached file for the Business Intelligence and Oracle Service Cloud Analytics presentation.Joe Bulakowski 12 views 0 comments 0 points Most recent by Joe Bulakowski Reporting & Analytics for B2C Service -
Aggregation function keeps report from opening objectsContent Hi, When I have an Incident report and I add a column that is a sum of a field on a linked object, then I cannot open any records from the report any more. Is th…Clemens-Christoffer Meyreiss-Oracle 17 views 2 comments 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Thread_entry in reports; show only private notesContent Hi, a requirement is to show only the private notes of an Incident in a report. I managed to squeeze all the threads.note s into one field with group_concat: gro…Clemens-Christoffer Meyreiss-Oracle 56 views 7 comments 0 points Most recent by Clemens-Christoffer Meyreiss-Oracle Reporting & Analytics for B2C Service
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Join same table twiceContent We have a table called Relationship contain two Contact Ids (SubjectContact and ObjectContact). I have to create a report to display the contact names for both I…PoojaK 26 views 1 comment 0 points Most recent by Dietrik -120086 Reporting & Analytics for B2C Service
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Report to show incidents with repliesContent I am looking to get a report that shows all incidents that have a reply from the sender. I thought to use all incidents that have the 'Updated' status, but this …Paul Howard-118195 36 views 5 comments 0 points Most recent by Paul Howard-118195 Reporting & Analytics for B2C Service -
How to change the way a report record is highlightedContent How can you change the color of a highlighted record in a report? When you click to select a row in a report it is highlighted. However, by default the highlight…NDKoze 45 views 6 comments 0 points Most recent by Nithin Asoka Kumar Reporting & Analytics for B2C Service -
Displaying hyperlinks in answers.solution reportsContent Hi All, I would like to generate a report that contains a list of all our organisation's answers, including answer ID, product hierarchy, and answer solutions. I…Kim Chen-116134 27 views 3 comments 0 points Most recent by Kim Chen-116134 Reporting & Analytics for B2C Service -
Help with ExceptionsContent I have made a copy of report id 9 (responded) and have added a drill down level. Within the drill down level, I have columns for the incident ref no and subject.…Chrisanna Prescott 39 views 4 comments 0 points Most recent by Vikash Patel-123058 Reporting & Analytics for B2C Service -
Can't use strlen() in a custom scriptContent Is there a reason I can't? This works: $label_one = "This is some text"; $label_two = "This is the second val"; $rows[0][1]->val = $label_one; $rows[0][2]->val =…Duncan Taylor 33 views 4 comments 0 points Most recent by Duncan Taylor Reporting & Analytics for B2C Service -
Showing the output of a date field + a deltaContent Hi We are wondering it is possible to show in a report column the incident last responded date (incidents.last_resp + the SLA resolution delta (incidents.sla_rsl…Nigel Oliver 26 views 1 comment 0 points Most recent by Anuj Behl Reporting & Analytics for B2C Service -
Conditional Formatting Report Column Key Already Exists ErrorContent I have created a number of reports that use conditional formatting on the some of the columns to display images. When I create the next conditional format rule f…Brian Webb Sc-Oracle 39 views 1 comment 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service -
? about Incident Transactions Counts from CookbookContent First, let me just say thank you for this report. It has solved an outstanding "want" that our business had for some time now. The last piece that we need to res…Chrisanna Prescott 23 views 3 comments 1 point Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Issue with Monthly Trend Report Filtered by GroupContent I'm really just looking for some best practices here... We have a few reports used primarily by our Contact Center that show monthly totals and trends. Currently…Nick L-113854 26 views 0 comments 0 points Most recent by Nick L-113854 Reporting & Analytics for B2C Service -
Measuring contact deflectionContent How do you measure contact deflection? Counting only those contacts deflected through Smart Assistant isn't complete. Many resources suggest surveys to get a rat…Rhonda Warren 31 views 2 comments 0 points Most recent by Rhonda Warren Reporting & Analytics for B2C Service -
Searching the Organization Name within a ReportContent Any tips on being able to search on the Organizaitono Name within a report that acts like "contains". Currently we are using Complex Expression. Unless we use th…JLFolkman 29 views 3 comments 0 points Most recent by Dietrik -120086 Reporting & Analytics for B2C Service
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Business Day Filter in the Agent Performance ReportContent Hi All, I need to customize the standard Group Performance Simple report to add the Business Day Filter on the Average interval Time. I need to exclude the Satur…Yogesh Jayalekshmi-123167 13 views 1 comment 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Escalation task reportContent Hi All, I have a requirement to create a report which shows all the tasks which are going to be escalated. In the search level,I need to enter the value in minut…Muthulakshmi Muthaiah-121678 24 views 1 comment 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service