Reporting and Analytics
Discussion List
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Single-line summary of mailings by contact?Content I've combed the Analytics thread and Outreach reports, but can't seem to find what I imagine ought to be a pretty basic report we are very interested in. The clo…Christos S. 9 views 0 comments 0 points Started by Christos S. Reporting & Analytics for B2C Service -
Time in status - only for incidents with a particular statusSummary Only report on incidents that include a particular status (not status type)Content Hi all. I am using the Time in status report (found here: https://cloudcustome…Lisa Richards 14 views 0 comments 0 points Started by Lisa Richards Reporting & Analytics for B2C Service -
Dashboard Filters Not Updating As ExpectedSummary I am trying to make updates to some dashboard report filters and they are not being saved and/or are somehow holding on to previous settings.Content I am trying … -
View analytics around sent emailsSummary How do I know that emails were sent?Content Hi, Let's say I use ConnectPHP to send 1000 emails in batches of 200. Currently, a lot of people from each batch are …King Jack 16 views 1 comment 1 point Most recent by simranjazz Reporting & Analytics for B2C Service -
Is there a way to hide / remove the limit and order options for a report?Summary Need to be able to limit the number of records that an agent can see with a blank search using a custom contacts quick searchContent The quick search is useful t…Adam Neale 21 views 4 comments 1 point Most recent by Adam Neale Reporting & Analytics for B2C Service -
Get Time difference from same report columnSummary Get time difference for same incident ID but in same columnContent Hi I have incident ID and Adjusted time column in same report. Same incident ID has two time r…Baljeet Singh-231094 21 views 5 comments 0 points Most recent by Sarah Oracle-Oracle Reporting & Analytics for B2C Service -
Passing Dynamic Filter values in a reportContent Hi, I have to filter the search report data associated with a field by passing a dynamic value that is available in the Workspace(i.e Incident.contactID). Can an…chandhiraekaran Nataraj 20 views 2 comments 0 points Most recent by Lakshay Bhalla Reporting & Analytics for B2C Service -
Workspace Rule for Pop up Warning if you are attempting to send email to invalid email addressSummary We need to provide additional stopping points or warnings to our agentsContent We need create several warning when we have a contact with an invalid email addres…Jeff Scrobel 19 views 3 comments 0 points Most recent by Sristy A Reporting & Analytics for B2C Service -
Tracking time spent in Incident QueueContent Hi, I have/am trying to build a report that shows how long an incident has been in a certain queue. I'm using inc_performance.intv_type Queued to De-queued filte…James G 10 views 1 comment 0 points Most recent by Alison-UniSA Reporting & Analytics for B2C Service
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Using Transaction Table to determine when and who sent initial responseSummary I need to get the accounts.group_id of the employee who sent out the initial response transactions.acct_idContent I have the Transaction Table at the Root and th…Jeff Scrobel 13 views 4 comments 0 points Most recent by Sristy A Reporting & Analytics for B2C Service
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Problems with papi table (public api)Summary getting new data and ip adresses as a log reference.Content Hello, This is my first post on this forum, ive been searching on this subject and the only thing i g…Gil Felipe da Silva 3 views 0 comments 0 points Started by Gil Felipe da Silva Reporting & Analytics for B2C Service
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Rule based ReportingContent Is it possible to create a report on how an incident gets closed like what has triggered its status change - if it is manually closed, then the user name or if b…Boby B Jacob 15 views 4 comments 0 points Most recent by Boby B Jacob Reporting & Analytics for B2C Service -
Migrated Data in ReportsSummary Report performance impacts from migrated dataContent We've only recently converted to Oracle Service Cloud (4 months). We had an existing system and we are requi…Ginny Zuckero 17 views 6 comments 0 points Most recent by Levi Dyckman-Support-Oracle Reporting & Analytics for B2C Service -
Survey grouping reportingSummary How to report out on field question.name as this does not have an IDContent I had a simple report we linked to an Agent dashboard showing VOC Scores by question.…Jeff Scrobel 5 views 2 comments 0 points Most recent by Jeff Scrobel Reporting & Analytics for B2C Service
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How to display knowledgebase by Keyword only not by PhrasesContent I am trying to set up knowledgebase in a new way where Answers are grouped into sections. To do that, we removed all keywords, and replaced them with 1 keyword. …J Smith 14 views 3 comments 0 points Most recent by Yelina Ruiz Reporting & Analytics for B2C Service -
Bounced Messages - Need to update the incidentSummary Bounced Messages do not update the incidentContent On successful sending of an email to a contact that is NOT marked as Invalid, The incident email header just s…Jeff Scrobel 17 views 1 comment 0 points Most recent by Wouter Willemse Reporting & Analytics for B2C Service
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Invalid Emails on Secondary ContactsSummary Incident will send with secondary contact having an invalid emailContent Our system will NOT send and incident if the PRIMARY contact has an invalid address. It …Jeff Scrobel 11 views 2 comments 1 point Most recent by Mary Gilbert-114916 Reporting & Analytics for B2C Service
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Using regular expressions in a report filterSummary Using regular expressions in a report filterContent Good Day! I'm attempting to use regular expressions (regex) in a report filter to isolate any entries into a …kerry walker 28 views 0 comments 1 point Started by kerry walker Reporting & Analytics for B2C Service -
Customer Portal Pages Visit reportingSummary Need a report to capture the no of visits per page of CP for a time frameContent Need a report to capture the no. of visits/sessions per page of CP for a time fr…Shubham Gupta-177131 11 views 3 comments 0 points Most recent by Shubham Gupta-177131 Reporting & Analytics for B2C Service -
Incidents Closed Multiple timesSummary Looking to find incidents closed more than onceContent In the Inc_Performance table we can see the interval Create to Final resolve. This interval also shows 5 i…Jeff Scrobel 9 views 4 comments 0 points Most recent by Jeff Scrobel Reporting & Analytics for B2C Service
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More friendly agent activity/performance reportsSummary Any suggestions or examples of more user friendly agent activity/performance reports?Content Hi Our users are wanting better options to report on their groups an…Christian UoA 14 views 3 comments 0 points Most recent by Sristy A Reporting & Analytics for B2C Service -
Simple report but a lot of data and crashingSummary report to show contacts who have emailed over the past yearContent What is better - both options crash. OPTION 1 Incidents table is root Inner joining with Conta…Jeff Scrobel 11 views 2 comments 1 point Most recent by Sristy A Reporting & Analytics for B2C Service
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Cannot Add Filter For String type fieldSummary Cannot find string field while adding filter in custom reportContent Hi, We have custom object Debrief (Package Name) field i.e.debrief_notes of TEXT type and tr…Baljeet Singh-231094 16 views 0 comments 0 points Started by Baljeet Singh-231094 Reporting & Analytics for B2C Service
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Remove Repeating LinesSummary Remove Repeating LinesContent Hello! I’m working on a report, but noticed that there are some lines that repeat (Answer ID). Does anyone have a recommendation on…kerry walker 24 views 11 comments 1 point Most recent by kerry walker Reporting & Analytics for B2C Service
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How to create a *single* report that lists new & updated answers, with roll-upContent Brief background/context: In our environment we have an annual review policy for all of our answers, which ensures that everything gets an 'eyeball' at least onc…Christos S. 23 views 4 comments 0 points Most recent by Christos S. Reporting & Analytics for B2C Service
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Mailings Bounce DetailsSummary Need a drilldown to get the email address of any bounces from a mailing.David A. Simone 11 views 3 comments 0 points Most recent by Sristy A Reporting & Analytics for B2C Service
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Report on granular Administration permissionsSummary We'd like to be able to report on all the individual Administration profile permissions, unfortunately, only a handful show in the reporting tablesContent For ex…bax881 10 views 1 comment 0 points Most recent by Levi Dyckman-Support-Oracle Reporting & Analytics for B2C Service -
Contacts Who viewed the answer and how much time spent on each AnswerSummary Has anyone been able to create a report that shows contact who has viewed an answer and for how for how much time before moving to any other page. Thanks,Bhagyashree Deshpande-250263 14 views 0 comments 0 points Started by Bhagyashree Deshpande-250263 Reporting & Analytics for B2C Service
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is there a report to show workspace/workflow usageSummary im looking to do a tidy of the site, and want see if there is something to helpContent Im wondering if there is a report that would show if a workspace or workfl…spence_abcd0109uk 20 views 2 comments 0 points Most recent by Sristy A Reporting & Analytics for B2C Service
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Manager field cannot be edited inlineSummary Manager field cannot be edited inlineContent Hello! I attempted to create a report so that the manager field could be edited inline, and updated in multiple rows…kerry walker 10 views 2 comments 0 points Most recent by kerry walker Reporting & Analytics for B2C Service