Reporting and Analytics
Discussion List
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Report for time assigned to incident queue?Content I am looking to create a report that will show how much time has elapsed between queue transitions. For example, an incident is created and assigned to a L1 queu…Chris Milton-115512 53 views 1 comment 0 points Most recent by Amy Nash Reporting & Analytics for B2C Service -
Incident Effectiveness ReportContent Hi everyone! I am attempting to build a report that shows the following criteria: Of all incidents CREATED during a date range, how many were marked Solved withi…Matt Miller-114807 31 views 1 comment 0 points Most recent by Amy Nash Reporting & Analytics for B2C Service -
How to Report on Organization HeirarchyContent Morning everyone! I need to know how I can easily create a report based off of one clients Hierarchy. I have one major client which we will be assisting many of …Donnie Guthrie 41 views 7 comments 0 points Most recent by Andrew Challis-Oracle Reporting & Analytics for B2C Service -
Report exceeds query size limit.Content I have created a custom chat report using tables Chats / Chat Events / Accounts. The reason the Accounts table is being used is so I can filter by group. I am al…Brian Smith-123725 58 views 1 comment 0 points Most recent by Justin_D Reporting & Analytics for B2C Service -
How to show a calculation output just one time (not in a column for every record)?Content Hi, EXAMPLE: We have a report that has a calculated column of "Total Time" (sum (......)), and another calculated column of "Total Quantity" (another sum (......…David Soto V. 47 views 1 comment 0 points Most recent by Dietrik -120086 Reporting & Analytics for B2C Service
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How to Run Reports when Workspace button is clicked?Content We are trying to simplify the process of sending a report out via email. We are looking to find how we can establish work space rules so when a button is clicked… -
Live Wrap-Up TimeContent I'm trying to create a report that will show what status an agent is currently, if they are in wrap-up mode for any chats and how long they've been in wrap-up mo…James McilWraith 37 views 10 comments 0 points Most recent by Traci Whitley Reporting & Analytics for B2C Service
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Which date filter to use?Content Hi there I am a little unsure about which date filter to use within one of my reports. I am setting up a scheduled report which will run at 6.00pm daily. But it …Simon Eccles 29 views 1 comment 0 points Most recent by Tom Shepherd-124836 Reporting & Analytics for B2C Service
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Organisation hierarchy - how to view all in one report?Content Hi everyone We are trying to clean up and re-organise some of our data (the downside of a data import process) and i would like to see one report where I can est…Nicki Mayers 31 views 2 comments 0 points Most recent by Nicki Mayers Reporting & Analytics for B2C Service
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Multiple calculations for different interfaces in one report - handling timesContent Hi there, I am hoping someone may be able to help me with a report. I have a report which shows me all open incidents by 'brand' - we have separate interfaces fo…Simon Eccles 13 views 3 comments 0 points Most recent by Simon Eccles Reporting & Analytics for B2C Service
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Restricting Report by ageContent I currently looking at editing the Email by Age report and want to restrict it to only to show incidents that are not solved that are older than 48hours or our S…Brooke Cameron 18 views 1 comment 0 points Most recent by Andrew Challis-Oracle Reporting & Analytics for B2C Service
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Notification ScreenContent Hi Gurus, Can we customize the Notification report? Thanks, MohanMohana Gopal S-Oracle 17 views 0 comments 1 point Most recent by Mohana Gopal S-Oracle Reporting & Analytics for B2C Service -
Recent search reportContent Hi All, Please find the attached screenshot.can we remove the recent searches in the Report.? Thanks, MuthuMuthulakshmi Muthaiah-121678 31 views 1 comment 0 points Most recent by Vikash Patel-123058 Reporting & Analytics for B2C Service -
List of reportsContent Does anyone have a list of OOTB reports that we can share with customer ?Niranjan Manohar 39 views 1 comment 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service
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customer thread count when the last status was pendingContent Hello Team, I have to create two column in the same report based on the below condition:- 1. I want to calculate the average time when the status was in pending …Vikash Patel-123058 35 views 2 comments 0 points Most recent by Vikash Patel-123058 Reporting & Analytics for B2C Service
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Is there a way to increase the Text Length Limit beyond 300000 on a Blob?Content I am trying to include the answers.solution field (which is a blob) in a report and it will not let me Save a value higher than 300000 in the Text Length - Limit…User_EEQVS 23 views 2 comments 1 point Most recent by User_EEQVS Reporting & Analytics for B2C Service -
calculate average time between two dates based on statusContent Hi Guys, I want to calculate the average time between two dates based on the status. Don't know how to write correct syntax for that. Please refer the attachment…Vikash Patel-123058 23 views 7 comments 0 points Most recent by Vikash Patel-123058 Reporting & Analytics for B2C Service
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Incident status change following scheduled report? or Timed status change?Content Hi all, I doubt this is possible but thought I would ask. I have a scheduled report that runs periodically, e.g. 10am and 2pm every day. This delivers the report…Simon Eccles 13 views 2 comments 0 points Most recent by Simon Eccles Reporting & Analytics for B2C Service
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Table containing Open Edit Report configurationContent I need report that describes the Open and Edit parameters of reports per profile. Does anybody know which table contains the open and edit parameters for each re…Connie Cannon 25 views 2 comments 0 points Most recent by Andrew_Irish Reporting & Analytics for B2C Service -
If Incident created due to reply to expired incidentContent In conjunction with my post here https://cloudcustomerconnect.oracle.com/posts/1c3dfa733a, I am trying to find a way to identify incidents that were responded to…Tyler Davidson 37 views 2 comments 0 points Most recent by Tyler Davidson Reporting & Analytics for B2C Service
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Weekends on Due Date crosstabContent I'm making a cross tab report that shows the response due for a week. Our SLA doesn't include weekends. In the cross tab, the day of week is showing M-F, but the…Marlena C-121424 26 views 2 comments 0 points Most recent by Dietrik -120086 Reporting & Analytics for B2C Service
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Column Sorting by Month, Not YearContent Why will this column sort by month and not year?Nick L-113854 19 views 3 comments 0 points Most recent by Dietrik -120086 Reporting & Analytics for B2C Service -
Removing white space from reports (columns)Content Hi, I am trying to remove some extra space from my reports which I think is caused by the length of the report title maybe. I've attached a screen print showing …Simon Eccles 32 views 2 comments 0 points Most recent by Simon Eccles Reporting & Analytics for B2C Service
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Report on Standard Text Used in ChatContent The Standard Report Used by Agent does a great job of telling us the standard text used for email responses, but it doesn't look like it covers Chat Sessions. Fr…user3511667 33 views 2 comments 1 point Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service -
"Live" Performance StatsContent Hi all, I have struggled for a while to get live performance stats. I have some, but they are in separate reports. What I would like to see is a single report wi…Simon Eccles 28 views 2 comments 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service
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How do I add a default text string to the run-time filter in a report?Content Hi I think we have reached a data limit in our system where even our 'quick search reports' are having to queue so i'm looking at options to reduce the amount of…Nicki Mayers 22 views 2 comments 1 point Most recent by Nicki Mayers Reporting & Analytics for B2C Service
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Reporting SLAs on Social Monitor created IncidentsContent Hi All, I have been trying to build this reports for almost 3 days straight now. My client is using Social Montior to handle direct and private messages. the cur…Colin Campbell-118909 13 views 1 comment 0 points Most recent by Colin Campbell-118909 Reporting & Analytics for B2C Service -
Expression Help - First Solver for FCRContent I'm working on a FCR report. I have created a Custom Incident Field called FCR that changes from Yes, to No, once an incident is Updated. What I am trying to bui…Tyler Davidson 27 views 1 comment 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service
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Report layout - horizontal instead of vertical?Content Hi all, Is it possible to change the report layout from vertical to horizontal? For example FROM Agent Incidents Handled A 100 B 245 C 123 TO Agent A B C Incide…Simon Eccles 20 views 4 comments 0 points Most recent by Simon Eccles Reporting & Analytics for B2C Service
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Tracking Knowledge Articles Sent by AgentsContent Similar to the Standard Text Utilized by Agents report, I'd like to be able to track which knowledge base articles are being sent to our members, and by which ag…Nick L-113854 35 views 4 comments 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service