Reporting and Analytics
Discussion List
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'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 5 views 2 comments 0 points Most recent by Mike Morris-116366 Reporting & Analytics for B2C Service -
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 20 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 2 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 21 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 13 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 6 views 12 comments 0 points Most recent by Mohana Gopal Selvam-Oracle Reporting & Analytics for B2C Service -
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 16 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 8 views 3 comments 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service -
Agent transaction report to exclude responses sent, if an agent created the incidentContent I am hoping someone can assist me. When we count productivity for our agents, it's based solely on a customer contacting us and then we reply. We have agents who…Chrisanna Prescott 29 views 4 comments 0 points Most recent by Chrisanna Prescott Reporting & Analytics for B2C Service -
Date Filter - "Today" with specific time periodContent I have a report that shows incidents closed. Is there a way to do a date filter for "today"? Not -1day or -24 hours, but incidents closed "today, the day the rep…Marlena C-121424 9 views 5 comments 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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Select query in between two valuesContent HI All, I have two fields having values like as val1=ABC111 val2=ABC222 can any one help me how to check ABC115 is in between val1 and val2 using ROQL. Thanks, C…Chakravarthy Elchuri-123764 4 views 2 comments 1 point Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service -
Filter returns less results than sliceContent I ran across a fun one... An agent reported seeing some, but not all, opportunities in a report. There is an opportunity workspace rule that assigns an opportuni…Jonathon Ward 5 views 1 comment 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service -
List of Reports which is not being generated past one monthContent Hello Team, In my organization there are so many reports has been created that is unused as of now. We started cleaning process. I want to know the list of repor…Vikash Patel-123052 5 views 1 comment 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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Mismatch between reports when supervising chatsContent Hi everybody! We have a issue, where we have been unable to locate why we have a mismatch between some reports. I've created a copy of the "Chat Supervisor Home …Preben Kristoffer Edvardsen 6 views 3 comments 0 points Most recent by Darsen Prasad Reporting & Analytics for B2C Service -
Report to include backlog, cases created and cases closed in last 7 daysContent Is it possible to have one report to display the case backlog, the number of cases created in the last 7 days and the cases closed in the last 7 days. Example: O…JLFolkman 5 views 13 comments 0 points Most recent by JLFolkman Reporting & Analytics for B2C Service
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Separate Weekday and Weekend DataContent I'd like to be able to separate weekday and weekend data in the same report. I'm using Answers Viewed by Answer (attached). 2 lines in the graph is ideal, but 2 …Nick L-113854 13 views 3 comments 0 points Most recent by Nick L-113854 Reporting & Analytics for B2C Service -
How to Include Framework Class in Custom Scripts in ReportsContent Hi, Taking a cue from https://cloudcustomerconnect.oracle.com/posts/ef33c4db85, I intend to include a CP core file into my custom script. But I'm struggling to d… -
Pass value from Quick Search to Report Web Browser ControlContent Hi! I want to create a quick search that takes an input value and passes it to the Web Browser Componet report to form a custom URL. The page I want to display r…user3511667 5 views 3 comments 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service -
Report to Pull Site Traffic DetailsContent Hello experts, Can we have a report which would pull the customer portal traffic, eg) number of hits today, in the last month etc ? If we have this capability (r…Navin Jose-124385 20 views 8 comments 0 points Most recent by Navin Jose-124385 Reporting & Analytics for B2C Service -
Report Issue-Column is not visible in filter levelContent Hi All, I have created custom object as **** and created the following fields 1.****_ID-Text (Plain) 2.TYPE-Menu 3.COMMENTS-Text(Long) While creating the report …Muthulakshmi Muthaiah-121678 4 views 2 comments 0 points Most recent by Muthulakshmi Muthaiah-121678 Reporting & Analytics for B2C Service -
Compare Month to Month Total Article EffectivenessContent Hello- first is to say that I am very new to this. 1. We are beginning to generate reports based on our new kb, looking for data from 1/1/15 to present. 2. Would…Jason Tatum 11 views 1 comment 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service -
Use Logged In in an If Function in AnalyticsContent I am working on building a report, and the team has asked me to group incidents for a team based on who they are assigned to. They want to groups, all incidents …Eric S. 12 views 1 comment 0 points Most recent by Anurag Mittal CX Reporting & Analytics for B2C Service -
add contact notes form field in campaign?Content Hi Does anybody know how to add contact notes form field in campaign? It is not available, as far as i can tell, in merge fields, and I don't know how to make a …john sheflin 5 views 3 comments 0 points Most recent by Anurag Mittal CX Reporting & Analytics for B2C Service
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Add Filter to Report Using HooksContent I find it odd that there isn't much documentation on how to achieve the same (or maybe my searching skills aren't that good) but searching through the discussion…
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Answer Effectiveness from Guided AssistanceContent When answers are linked to Guided Assistance, is there any way to report on Answer Effectiveness from the guide? When customers view answers they can rate them w…Brent Avera 5 views 1 comment 0 points Most recent by Mike Griffiths Reporting & Analytics for B2C Service
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Creating an Alert for An Unassigned AnswerContent Hi! I need to create an Alert to notify me when an Answer has not been assigned in 12 hours. Any suggestions how I should write the Exception for this alert?Laura Shero 6 views 3 comments 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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Can I group incidents.created_by by the groups the accounts belong to?Content All, I'd like instead to group by groups based on which accounts created an incident (incidents.created_by) rather than the currently assigned account. Unfortuna… -
Answers Viewed report - split by view source/answer referrerContent Hello community. A report that I've been wanting to create for some time is a report that gives us an indication as to the source of answer views. I'd like to ta…Kieran McDowell 6 views 2 comments 0 points Most recent by Kieran McDowell Reporting & Analytics for B2C Service
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Calculating a 'Total Percentage' in a reportContent Hi guys, I've been pulling my hair out over this one and was hoping someone on here will be able to point me in the right direction! I have a report titled 'Ques…Kieran McDowell 26 views 4 comments 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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Incident report - Custom scriptContent Guys, I have an incident report list all unresolved incidents specific to a queue. The report contains incidents assigned to the logged in user as well as other …Darsen Prasad 86 views 5 comments 1 point Most recent by Darsen Prasad Reporting & Analytics for B2C Service