Category 276
Discussion List
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Report Scripting - How do to determine no rows returnedContent Does anyone know how to use report scripting to check for no rows returned. I want to have an if statement that says If NO Search results (i.e. no rows returned)…user3511667 22 views 3 comments 0 points Most recent by user3511667 Reporting & Analytics for B2C Service -
Report on Agent Time Worked on an Incident when not First AgentContent Hello, I have a need to show the team performance of agents who are at the top of our customer service chain. Our usual workflow is that the first tier of suppor…Brandon Kreines 30 views 2 comments 0 points Most recent by Brandon Kreines Reporting & Analytics for B2C Service -
Custom Scripts and Report FormattingContent It appears that I cannot use exceptions or conditional formatting on columns that are set by custom scripts. Any workaround/tricks on this at all? We are current…Marv Ferrer 54 views 2 comments 0 points Most recent by Marv Ferrer Reporting & Analytics for B2C Service -
Product/Catagory/Disposition LIstContent Is there a report out there that can show me all the Products/Category/Dispositions in our system? We have been live for a year and would like to revisit these. … -
Avg Chat Time reportContent Hi, Is there a report that shows the average time spent on a chat broken out at the agent level? Thanks, VigneshVignesh Nagarajan-126051 6 views 1 comment 0 points Most recent by Sasi Gudimetta-124670 Reporting & Analytics for B2C Service
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Show value based on ProfileContent Is there a way to use knowledge of the logged in user to show a value. For example, I only want to show a value in a column if the user is part of a certain prof…user3511667 24 views 3 comments 0 points Most recent by Sasi Gudimetta-124670 Reporting & Analytics for B2C Service
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How to check when was the last time any contact access customer portalContent I need to to check when last time my RNT contact accessed Customer Page, or when was the last time they logged in on Customer Portal ? Version 2016Neetu Rawat 25 views 1 comment 0 points Most recent by Neetu Rawat Reporting & Analytics for B2C Service
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Monitoring Replication DelayContent Does anyone know of a way to monitor replication delays via reporting? I don't think there is a easy way to look at a table and field, but was wondering if anyon…user3511667 25 views 1 comment 0 points Most recent by user3511667 Reporting & Analytics for B2C Service
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Showing the Mailings body in reportContent Hi, How to add Mailings body in the report. I found the "Outreach Activity" Report. However, it is having like a link on click of link it is giving body. But, My…Raviteja Sure-124554 18 views 0 comments 0 points Most recent by Raviteja Sure-124554 Reporting & Analytics for B2C Service -
Viewing incidents escalated from referrer links or answersContent Hi All, I would like to insert Google Analytics campaign links in the emails we send to clients, and then from the Analytics in the console, view each of the inc…Kim Chen-116134 25 views 5 comments 0 points Most recent by Pramod Vasudeva Murthy-80436 Reporting & Analytics for B2C Service -
Declined and re-routed conversations like we can with acceptedContent Hi, Do we have a report on declined and re-routed conversations like we can with accepted (Accepted Interactions)? Searched for the same and could not find any. …Vignesh Nagarajan-126051 21 views 0 comments 0 points Most recent by Vignesh Nagarajan-126051 Reporting & Analytics for B2C Service
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Report counts incidents as per age but on some certain conditionContent i have a report that count incidents by their age however i would like to add some following condition in my report : Condition 1 : Incident received on weekends…J Smith 41 views 7 comments 1 point Most recent by Shannon Blumer Reporting & Analytics for B2C Service -
Report Backup?Content Anyone have any tips on backing up reports? Do you create a "master" directory within OSC and retain the folder structure or are the reports exported to an exter…Joe P. 13 views 1 comment 0 points Most recent by Rajan Davis-126711 Reporting & Analytics for B2C Service -
Report on Chat TransfersContent Hi, Wanted to check if there was an out of the box report that shows where an agent transfers a chat to? For example, if someone transfers a tech chat, can we se…Vignesh Nagarajan-126051 34 views 2 comments 0 points Most recent by Vignesh Nagarajan-126051 Reporting & Analytics for B2C Service
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1st Response & Time in "Pending Customer" or "Waiting"Content Good morning everyone! I have made some serious headway on my reporting skills however I've run into a wall with this one. I have two questions today. 1. I need …Donnie Guthrie 57 views 1 comment 0 points Most recent by Sasi Gudimetta-124670 Reporting & Analytics for B2C Service -
Public API log (papi) not displaying resultsContent I am in the process of integrating through the REST api to an external service. I'm posting data to update a customer record, but when i got to the PAPI report, …Duncan Taylor 38 views 2 comments 0 points Most recent by Duncan Taylor Reporting & Analytics for B2C Service -
Five9 Integration ReportingContent Hello! We are just in the process of integration the Five9 CTI solution with our Oracle Service Cloud. I was wondering if there was anyone that has done this int… -
Filtering a report for incidents created in the last business dayContent Hi there - I have a report that I'm filtering by incident date created, by -1 days rounded to show me all incidents created in the last day. This works fine, but…Arturo Zindel 32 views 4 comments 0 points Most recent by Arturo Zindel Reporting & Analytics for B2C Service
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Workspace Report - Show contacts in organisation or parent organisationContent Hi there - I have a workspace report displayed in a tab within my 'Organisations' workspace that lists all contacts assigned to that organisation. To achieve thi…Arturo Zindel 30 views 2 comments 0 points Most recent by Arturo Zindel Reporting & Analytics for B2C Service
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Chats requested and questions submitted from Mobile pagesContent I just enabled my Mobile pages. I need to monitor the volume of incidents created from Chat and "Ask a Question" via the mobile page set. Visits by Pageset is a …Kim Dante 22 views 1 comment 0 points Most recent by Kim Dante Reporting & Analytics for B2C Service -
Determine agent use of knowledge base answersContent Hi colleagues, I am using a knowledge base report 138 to determine agent use of knowledge base items which I've changed to sort on team then individual. The prob…David Queen 23 views 2 comments 0 points Most recent by Amy Nash Reporting & Analytics for B2C Service -
How to create a report for a survey?Content I have a survey form in RightNow. I want to create a scheduled report that checked for "new submissions" every 15min and email me ONLY the new submissions in tha…Lavish Kumar 24 views 2 comments 0 points Most recent by Lavish Kumar Reporting & Analytics for B2C Service
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Exception Fill Line Colors not activated on report - when relative date usedContent Can anyone explain why a report that use to show lines coloured as an exception are no longer coloured? In design mode the lines are coloured when I run the repo…Liz Tarren-115470 18 views 0 comments 0 points Most recent by Liz Tarren-115470 Reporting & Analytics for B2C Service
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Reporting on Answers with Conditional SectionsContent Is it possible to report on Answers that contain Conditional Sections? I didn't see anything in the data dictionary that would represent Conditional Sections. Ba…Laura Shero 38 views 7 comments 0 points Most recent by Dietrik -120086 Reporting & Analytics for B2C Service
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Reporting on connection of Product to RulesContent Hi all, I have a request from a customer to delete some of the Products from the Product/Category drop down that their team owns, but I want to verify that the P…Brandon Kreines 14 views 2 comments 0 points Most recent by Brandon Kreines Reporting & Analytics for B2C Service
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rel_date_diff (including custom Response Requirements) minus 'waiting' timesContent I'm using rel_date_diff in conjunction with Response Requirements to find the date difference between two date fields, excluding non-working hours. This works a …Neil M 29 views 1 comment 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service
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help: Filtering contacts from report who have ANY incidents of a particular typeContent Hi everyone, I'm sure there's a simple solution for this but I'm really struggling to find a way to filter a report the way I want to. My basic structure is this…Arturo Zindel 30 views 2 comments 0 points Most recent by Arturo Zindel Reporting & Analytics for B2C Service
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Mod FunctionContent Is there a function in the reports that would allow me to find the remainder after division? Version Service Cloud May 2015Marv Ferrer 19 views 1 comment 3 points Most recent by Suresh Thirukoti-Oracle Reporting & Analytics for B2C Service
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Reporting on the time and source IP of page hitsContent Hi All, We recently had an unusual number of page hits on a single day, and therefore would like to see the sources (IP addresses) and exact times of these page …Kim Chen-116134 40 views 3 comments 0 points Most recent by Kim Chen-116134 Reporting & Analytics for B2C Service
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Issues with Reports Not MatchingContent I am creating some very simple reporting to send monthly to a number of the departments we support, and I am getting some weird differences in incident counts. T…Chris Hobson 22 views 1 comment 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service