Reporting and Analytics
Discussion List
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Set Value of filter from value on workspaceContent The use case is to pass the value of the service product on an incident to the report used by the agent to search the knowledgebase. How would I accomplish this?…JustRhianna 13 views 1 comment 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service -
Categories in OrderContent Does anyone know if it is possible to build a report that displays Categories in the order they are listed in the 'Product/Categories/Dispositions' section? I've…Daniel Schell 6 views 2 comments 0 points Most recent by Ryan Schofield-122326 Reporting & Analytics for B2C Service -
Where to monitor how many sessions used and how many leftContent I need to monitor the site status. I know I can get the information about the current service status and historial service status through VCIO while where I can …Chanddler 8 views 2 comments 0 points Most recent by Ryan Schofield-122326 Reporting & Analytics for B2C Service -
Label report on Categories and DispositionsContent Is there a way to create a report that will show the categories and dispositions in each language with the interface as columns? So far I have only been able to … -
Linking Answer Product to Service ProductContent Good Day, We have a Custom Object that linked to Service Product but we would like to find a way to do reporting that requires us to do a join between the servic…Charles Lickly-119698 9 views 1 comment 1 point Most recent by JustRhianna Reporting & Analytics for B2C Service -
Automatic Wildcard searchContent Hi Gurus, Can we include asterisk ('*') in font and back of the search content automatically? For Ex: If we enter 'Russel' in the search box, it should returns J…Mohana Gopal Selvam-Oracle 13 views 2 comments 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service -
Report Scheduler - How to join 'Email To' field in reportingContent Where is the 'To' field in the report scheduler? I need to write a report that tells me the email address that scheduled reports are being sent to. Regards... Co…Connie Cannon 7 views 1 comment 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service -
Audit Report for Use By AgentContent Hello, I know it may sound a bit "untrusting", but is there a way to audit a report to see which agents are running it? We'd like to be able to view how often an…Nick L-113854 6 views 2 comments 0 points Most recent by Nick L-113854 Reporting & Analytics for B2C Service -
Customizing Survey Report - Trouble Filtering by Survey IDContent There is an included report titled Survey Score Trend by Agent which is basically showing you a graph of the average survey scores by agent. We have a Phone Cust…Summer Rain 11 views 6 comments 0 points Most recent by Keri Jenkin Reporting & Analytics for B2C Service -
How to get all columns in report according to specified search valueContent Hi, Summary: I created a report using Survey Questions.In my report i have 4 columns,I kept run-time search based on columns but it showed only 3 columns in repo…Durgarao-Oracle 4 views 2 comments 0 points Most recent by Durgarao-Oracle Reporting & Analytics for B2C Service
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Number of responses by Survey question - Last 6 monthsContent Hi, Summary:I want to show the distinct values for a survey question in first Column ,and then in remaining columns we want to show number of responses based on …Durgarao-Oracle 7 views 3 comments 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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Number of responses by Survey question - Last 6 monthsContent Hi, Summary:I want to show the distinct values for a survey question in first Column ,and then in remaining columns we want to show number of responses based on …Durgarao-Oracle 5 views 1 comment 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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Register Now! Ask the Experts Webinar: Save Yourself Time and Headaches With Report Administration..Content Oracle Service Cloud Ask the Experts Webinar Register Now! Save Yourself Time and Headaches With Report Administration Tips & Tricks Wednesday, June 24th at 8 a.…Stephanie Kaleva 3 views 3 comments 0 points Most recent by Sara Fiorille Reporting & Analytics for B2C Service -
Reporting on surveys sentContent Hi there, I am trying to report on how many surveys we have sent out and their responses. I can see an overall number on the summary page of the survey itself bu…James Norton-114155 16 views 6 comments 0 points Most recent by Susie Boyer Reporting & Analytics for B2C Service
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Average Wrap Up TimeContent Hi everyone, We've recently adopted the enhanced service console and there have been a number of changes that have affected the way wrap up occurs, so I want to …Matt Litherland 11 views 2 comments 0 points Most recent by James McilWraith Reporting & Analytics for B2C Service -
Incidents handled within a particular duration in a particular queueContent Hello Team, I need the volumes of incidents handled in 0-2 hours, 2-4hrs, >4hrs duration from the time the incident arrived in a particular queue.Vikash Patel-123052 4 views 7 comments 0 points Most recent by Darsen Prasad Reporting & Analytics for B2C Service
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eyespike1 3 views 2 comments 0 points Most recent by Darsen Prasad Reporting & Analytics for B2C Service
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Getting Duplicate Results Using Group_Concat - Help!Content Hi there and thanks for looking! I'm trying to return all names of answer attachments into one row per answer using the expression: group_concat( fattach.userfna…Amanda Jo 21 views 5 comments 0 points Most recent by Amanda Jo Reporting & Analytics for B2C Service -
calculating total handle time / time to final resolutionContent I am trying to work out how to get the time to final resolution for incidents, but only for incidents that were sent an initial response, rather than those compl…Tim Ritchie-115114 5 views 6 comments 0 points Most recent by Ryan Schofield-122326 Reporting & Analytics for B2C Service
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Convert plain text field to date time formatContent Hi Gurus, We have received data like 'dd-MM-yyyy HH:MM' (04-06-2015 01:29). We have loaded this data in our custom object in string field. We are trying to show …Mohana Gopal Selvam-Oracle 20 views 14 comments 0 points Most recent by Sebastiaan Draaisma-122509 Reporting & Analytics for B2C Service
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Time of incident in agent's inboxContent Hi, I'm trying to run a report on the time elapsed when an incident gets assigned to an agent and the time the report is run. This is to report on agents which "…Matthias Hintner-114146 8 views 2 comments 1 point Most recent by Matthias Hintner-114146 Reporting & Analytics for B2C Service
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Report that shows only custom objects matching incidentsContent Hi, I would like to build a report which should be showing only Custom objects (where Incident is parent) matching Incidents (Parent) Product. Custom Object has …Suresh Thirukoti-Oracle 4 views 1 comment 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service -
'acct_id' vs. 'client_id' in Chat ReportingContent Can someone please explain to me the difference between the "acct_id" and "client_id" data elements in the chat_agent_sessions table? For example, I've seen thes…Mike Morris-116366 6 views 2 comments 0 points Most recent by Mike Morris-116366 Reporting & Analytics for B2C Service
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How to show ID in report column?Content Hi Everyone. I've been trying to create a report that will show me report names and their ID's, but when I add the ac_id field to the report, which is supposed t…Barb Pilgrim 21 views 3 comments 0 points Most recent by Keri Jenkin Reporting & Analytics for B2C Service -
Report 3028 - how to view the report without login?Content Report 3028 - how to view the report without login? Any way an admin can view this report without logging into the chat? Version Feb 2014 - CP3Lavish Kumar 5 views 1 comment 0 points Most recent by Bipin Mittal-123720 Reporting & Analytics for B2C Service
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Calculating FCRR, RPA, and Resolution TimeContent Okay Team Here we go. I've been struggling all week with this, I'm turning it over to you to take the wheel. I'm trying to effectively measure our team based on …Michael N 22 views 2 comments 0 points Most recent by Michael N Reporting & Analytics for B2C Service -
Calculating FCRRContent I am trying to create an FCRR report but need it to be set so that customers can respond with a thank you but this is still counted as FCRR. e.g. Customer create…Tim Ritchie-115116 15 views 3 comments 0 points Most recent by Ryan Schofield-122326 Reporting & Analytics for B2C Service
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Lookup Object ReportContent Hi Gurus, We have maintained one stand-alone custom object which maintain the details of the promo-code. The promo-code value will receive from third party syste…Mohana Gopal Selvam-Oracle 7 views 12 comments 0 points Most recent by Mohana Gopal Selvam-Oracle Reporting & Analytics for B2C Service
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Average Initial Response TimeContent We need to be able to track the Average Initial Response Time per chat agent for a date range, and I've been unable to find such a report. The report named 'My C…Michele V 17 views 2 comments 0 points Most recent by Michele V Reporting & Analytics for B2C Service -
Current re-opened ticketsContent Looking for some thoughts on how to capture tickets that are currently re-opened. We allow tickets to be reopened within 14 days of resolution, though we don't h…Ryan Schofield-122326 9 views 3 comments 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service