Reporting and Analytics
Discussion List
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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 -
How to calculate Unresolved incidents after End user reply backContent I created a report which calculate how many Incidents closed by an agent, however i am stuck on a question as below : if agent mark incident as Resolve (Close) a…J Smith 25 views 4 comments 0 points Most recent by Pramod Vasudeva Murthy-80436 Reporting & Analytics for B2C Service -
Chats Avoided by Intervention - SmartAssistantContent We're going to add SmartAssistant before chat requests are submitted, to better help our members self service. There's a report, Questions Avoided by Interventio…Nick L-113854 25 views 3 comments 0 points Most recent by Nick L-113854 Reporting & Analytics for B2C Service
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Unique Accounts number logged in the systemContent Hello, I created a report which shows me the agents which are logged on a daily basis, but the report counts the number of lines for each login and not the uniqu…Mirela Iepure 30 views 6 comments 0 points Most recent by Mirela Iepure Reporting & Analytics for B2C Service -
Answers Display Control - report on times viewedContent HI all, We would like to use the workspace feature of displaying an answer within the workspace by adding an Answer Display control; however, has anyone added th…JT Hudson 15 views 2 comments 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service -
# Days since an incident was openedContent Hello everyone, I want to show the number of days an incident has been open by calculating the datediff between incident.created and sysdate on a report. Can any…Toby Thomas-115026 29 views 3 comments 0 points Most recent by Colin Campbell-118909 Reporting & Analytics for B2C Service
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Product hierarchy - how to view all levels in a report?Content Hi everyone I am trying to create a report which will show me all levels within a Product Hierarchy. For example one of the Products may be "orders > amend order…Simon Eccles 34 views 2 comments 0 points Most recent by Simon Eccles Reporting & Analytics for B2C Service
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Links is in disabled mode-Custom object reportContent Hi All, I have created custom report for Custom object (XXXX) but the "Links" option is in disabled mode for that report.Please find the screenshot. Why is it in…Muthulakshmi Muthaiah-121678 27 views 8 comments 0 points Most recent by Mia B Reporting & Analytics for B2C Service -
Filtering data on most recent dateContent I am creating a report using a custom object linked to a contact. I want to display only the most recent date that is contained in the date column/custom object …SR -122668 15 views 2 comments 0 points Most recent by SR -122668 Reporting & Analytics for B2C Service
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calculate the time difference between two datesContent Hello Team, How can I calculate the time difference between two dates. (Incidents.closed and incidents.created) I want the time in this format 'HH MI SS' . I mea…Vikash Patel-123058 41 views 7 comments 0 points Most recent by Barrilito van Dijk Reporting & Analytics for B2C Service
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Different stats tablesContent What is the difference between kf_answer_stats and answer_stats?Laura Shero 23 views 3 comments 0 points Most recent by Justin_D Reporting & Analytics for B2C Service
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Multi-select responses (not ****) but words pleaseContent I'm trying to write a report for feedback where the answer text is put in a comma separated list (not a csv, but literally a list of all the responses checked) f…Kristi Karels 27 views 1 comment 0 points Most recent by Amy Nash Reporting & Analytics for B2C Service -
Red X in grid for Chart Report/DashboardContent Has anyone seen this before? I have a Dashboard with 4 chart reports. The top 2 reports have a Red X across where the grid should normally be. It shows up on oth…Marlena C-121424 23 views 8 comments 0 points Most recent by Justin_D Reporting & Analytics for B2C Service
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Reporting on incidents automatically closed with a standard responseContent We have a few categories set up that will generate a Standard Response back to the customer and auto solve the incident so an agent doesn't have to answer routin…Jill Klima 23 views 4 comments 0 points Most recent by Justin_D Reporting & Analytics for B2C Service -
Agent Daily Total Chats in Real-Time ReportContent Hello, I'd like to add a column to the standard My Chat Agent Statistics - Real Time report that displays the total of chats an agent has taken for the day. Some…Nick L-113854 24 views 5 comments 0 points Most recent by Nick L-113854 Reporting & Analytics for B2C Service
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Setting report permissionsContent Hi all, Is it possible to set permissions at an individual user level rather than at profile level? Many thanks in advance David Q Version Service CloudDavid Queen 27 views 2 comments 0 points Most recent by David Queen Reporting & Analytics for B2C Service -
Locked and Active Accounts Notification via EmailContent Hello, Is there a way in Oracle RN system so set a notification via email for the situations when the active Agents account are more than 5 established? I mean i…Mirela Iepure 14 views 2 comments 0 points Most recent by Mirela Iepure Reporting & Analytics for B2C Service
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Connie Cannon 12 views 2 comments 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service -
Survey Results Filter not filtering the actual answers.....Content We are trying to filter the results from our surveys and have added the date completed filter to the report however there is an action function that is calling a… -
Question for a Survey Reporting FilterContent We have recently began exploring surveying in our business. We are interested in creating a scheduled report based on a few criteria. On this specific report we …Tyler Davidson 23 views 2 comments 0 points Most recent by Tyler Davidson Reporting & Analytics for B2C Service
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Last Referring URL ReportContent Hey everyone, I am attempting to build a custom report to show the Last Referring URL before a Chat Request. I have built a "referrer" report where I used "click…Matt Miller-114807 40 views 0 comments 0 points Most recent by Matt Miller-114807 Reporting & Analytics for B2C Service -
"Unknown" in Chats by Operating SystemContent Hello, Our client success manager created a custom report for my team and me since we just implemented Live Chat on our FAQ site. It follows the same format as t…Angela Pesce 23 views 1 comment 0 points Most recent by Mehrzad Kootar Reporting & Analytics for B2C Service
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Clickstreams table for Answers?Content Hello, I'm trying to create a report that shows a breakdown of answers by OS, filtered by product and date. I can't get the report to run (it keeps breaking due …Cameron Royce 33 views 1 comment 0 points Most recent by Mehrzad Kootar Reporting & Analytics for B2C Service
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How to Add exception based below conditionContent Hello Team, Finding difficulty to write correct syntax during creation of exception. Color indication should be showed based on the below condition. If incident …Vikash Patel-123058 15 views 1 comment 0 points Most recent by Dietrik -120086 Reporting & Analytics for B2C Service
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Last updated by - IncidentContent Hi Gurus, How could we get the Last Updated By in Reports, Connect PHP Thanks, MohanMohana Gopal S-Oracle 30 views 1 comment 0 points Most recent by Dietrik -120086 Reporting & Analytics for B2C Service -
Joining Two Condition In ExceptionContent Guys help me here, I want to add two condition in one exception but not able write correct syntax. If incident created less than 2 hours and incident priority is…Vikash Patel-123058 24 views 4 comments 0 points Most recent by Vikash Patel-123058 Reporting & Analytics for B2C Service
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Incident Performance TrendsContent Hey Guys, We want to improve the way things are being measured in our queues and I need your assistance with that. Currently, we are using the slightly modified …Sky Dagan 28 views 3 comments 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service -
Any way to count the contact list on automatic schedule via report?Content I want a report that tells me the total count from a contact list. I am facing two issues with the type of report I am trying to create: * The count field in “co…Lavish Kumar 36 views 0 comments 0 points Most recent by Lavish Kumar Reporting & Analytics for B2C Service
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Format Agent reports so they can see if incident has been updated by anotherContent In our business, agents often need additional information from a client via mail or fax. They will set the severity of the incident to "pending client". When the…Dorothy Perez 36 views 2 comments 0 points Most recent by Dorothy Perez Reporting & Analytics for B2C Service -
Notifications TableContent Is it possible to write a custom report based on notifications. We want to slightly customize what our users see.user3511667 26 views 0 comments 0 points Most recent by user3511667 Reporting & Analytics for B2C Service