Reporting and Analytics
Discussion List
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Reports in tst siteContent Wanted to solicit input pertaining to my Idea from last month (http://communities.rightnow.com/posts/14a18bdb64) regarding scheduled reports on the tst site. Asi…Ryan Schofield-122326 23 views 2 comments 0 points Most recent by Ryan Schofield-122326 Reporting & Analytics for B2C Service -
Category/Subcategory Report "multiple" as a valueContent We created a report to pull out all Answers by Category and Subcategory including different Categories/Subcategories for the same answer. We were able to yield t…Kay Billand-114060 26 views 4 comments 0 points Most recent by Kay Billand-114060 Reporting & Analytics for B2C Service -
Answers Search ReportContent Hi, is there any report that shows me: - Most common words searched in the customer portal and in the KnowledgeBase Widget - Most common answers accessed Thank y…Heitor Colangelo 25 views 2 comments 0 points Most recent by Heitor Colangelo Reporting & Analytics for B2C Service
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Report used as Announcement on Customer PortalContent Hello all, I'm hoping someone could help guide me in the right direction with a specific report my organisation is using as an announcement on our customer porta…Kim Chen-116134 24 views 10 comments 0 points Most recent by Ryan Schofield-122326 Reporting & Analytics for B2C Service -
Linking to Quick Search Report from Parent ReportContent I'm trying to get a quick search report to open an incident directly from a parent report. What is happening is I click the link (Ref Num) on the parent report. …Connie Cannon 35 views 4 comments 0 points Most recent by Anuj Behl Reporting & Analytics for B2C Service -
Chat Exception Report HelpContent Hello, I am trying to create a chat exception report...any help is greatly appreciated. Chat hours = 8:30 am - 5:00 pm ; Monday - Friday What hours within this w…User_SUEFB 12 views 1 comment 0 points Most recent by Nick L-113854 Reporting & Analytics for B2C Service -
Visitor event TABLE in data dictionaryContent Can someone tell me the purpose of this table? It has some columns in it that I would find useful but it does not appear to have data. My desire is to understand…JustRhianna 34 views 1 comment 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service -
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 32 views 1 comment 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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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 25 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 35 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 28 views 1 comment 1 point Most recent by JustRhianna Reporting & Analytics for B2C Service
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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 S-Oracle 32 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 16 views 1 comment 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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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 35 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 30 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 13 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 16 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 24 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 32 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 35 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 30 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 23 views 7 comments 0 points Most recent by Darsen Prasad Reporting & Analytics for B2C Service
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eyespike1 22 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 40 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 24 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 S-Oracle 49 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 27 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 43 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 26 views 2 comments 0 points Most recent by Mike Morris-116366 Reporting & Analytics for B2C Service