Category 276
Discussion List
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Report - Created to Closed w/o Pending Customer TimeContent Sorry for all the questions lately! I need to produce a report that will calculate time the tickets are pending action. Basically open time to closed time, minus…Donnie Guthrie 27 views 17 comments 0 points Most recent by Donnie Guthrie Reporting & Analytics for B2C Service -
Count of Unique ObjectsContent Hello, I have a question about counting unique objects. I have created a custom object called "Session" and this is tied to a "Group" which is just a menu type F…User_HMBBH 32 views 1 comment 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service -
Count of Customer-Created CP AccountsContent Is there a way to report on the number of CP accounts that end-users created (i.e. by using the standard 'Sign Up' link)? Or a way to get a count of all accounts…Ryan Schofield-122326 18 views 4 comments 0 points Most recent by Ryan Schofield-122326 Reporting & Analytics for B2C Service -
Stats on the effectivness of Proactive Chat OffersContent Currently we have reactive chat enabled. We are looking to enable Engagement Engine and start using Proactive Chat, but would like to make sure we have the capac…Macintosh 13 views 0 comments 0 points Most recent by Macintosh Reporting & Analytics for B2C Service -
How to exclude holidays from my reportContent I have a report that has been working for a while and it has a column defined like this "count(if(inc_performance.rel_timeMarco Canada 25 views 1 comment 0 points Most recent by Premkumar Sabarinathan-Oracle Reporting & Analytics for B2C Service
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Report Variables and custom scriptContent Hi, Is there a way to edit report variables using custom script? Or to create new report variable using custom script? i want to do this so i can use report filt…mostafa Hisham 148 views 7 comments 0 points Most recent by Sasi Gudimetta-124670 Reporting & Analytics for B2C Service
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Availability (AKA time inbetween chats)Content Is there a way to measure the time an agent spends in Available while no chats are coming in? Not the total time, just each interval? We generally offer early le…James McilWraith 11 views 5 comments 0 points Most recent by J Smith Reporting & Analytics for B2C Service
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Chat requested but request cancelled by customerContent Hi colleagues, I'm trying to identify where customers have requested a chat but closed the request before the agent was able to engage. I'm looking to work out h…David Queen 23 views 1 comment 0 points Most recent by Sasi Gudimetta-124670 Reporting & Analytics for B2C Service -
How to get the Last working Day records in a reportContent Hi Friends, We have a requirement that need to pull the Last working day records. For example if I'm running a report on Sep 7, 2016 then its pull the records of…Ramesh Reddy-124546 33 views 2 comments 0 points Most recent by Ramesh Reddy-124546 Reporting & Analytics for B2C Service -
Checking replies to customer repliesContent Hello there, I feel like I'm missing something obvious, so sorry if this is a dumb question. Let me set up this scenario: We email a customer > customer replies …Nick Wood 38 views 6 comments 0 points Most recent by Sasi Gudimetta-124670 Reporting & Analytics for B2C Service
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Report on dispositions that contain....Content I want to be able to report based on the text in a disposition, for example. If disposition contains 'cancel' then do something, else do something else But I onl…Ineke Clewer 22 views 2 comments 0 points Most recent by Ineke Clewer Reporting & Analytics for B2C Service -
Profile is missing Analyze function on Ribbon when viewing ReportContent One of the Manager profiles is missing the Analyze section on the Home Tab in the ribbon. Administrator Profile allows to sort, do rollups, and slice. However th…Macintosh 32 views 2 comments 0 points Most recent by Macintosh Reporting & Analytics for B2C Service
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assigned to queue by dateContent I need to report on the incidents assigned to a queue by date, is this possible? I know I can see what queue the incident is currently assigned to or at the time… -
If Operators?Content Hello, I could have swore I saw somewhere an 'if' function using either AND/OR operators. I'm trying it myself and I can't seem to make anything work. I also can…Nick Wood 41 views 7 comments 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service
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Unique values separated by commaContent Hello, I am trying to display a report that contains one row with unique values separated by comma. My column looks like: col_name val1 val3 val1 val2 val2 val2 …Kamil Brzuszczyk 49 views 3 comments 0 points Most recent by Kamil Brzuszczyk Reporting & Analytics for B2C Service
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Audi log history check. I need a report of incidents that have ever had a given status setContent Hello, I was asked to find a way to create a report that checks incidents history and returns a list of incidents that in the past have had certain status assign…Marco Canada 33 views 3 comments 0 points Most recent by Marco Canada Reporting & Analytics for B2C Service
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Generating Report from Custom HTML survey ResponsesContent Hello dears, We are using a custom html survey (made entirely out of an html template without the use of any "Question"). It is a matrix table which contains 5 q…Hanna Abi Akl 13 views 2 comments 0 points Most recent by Hanna Abi Akl Reporting & Analytics for B2C Service -
How to calculate average time of answering chat and transfer rateContent is there any way to calculate average time of answering chat, i mean date difference between when agents/queue gets toast invitations for chat and when agent acc… -
Report for Workspace AssignedContent Is there a report that shows what workspaces are assigned to which profile?JLFolkman 23 views 1 comment 0 points Most recent by Kenny Tietz-23935 Reporting & Analytics for B2C Service
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Incident Response Monitoring - Analytics Cookbook RecipeContent Incident Response Monitoring Agent Last Response Author: Jerremy T Oracle Service Cloud Analytics Product Manager Difficulty rating: (Intermediate) Target person…Jerremy Townsend 138 views 1 comment 6 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service -
FCRR - Help NeededContent Hi all, We have currently set up some reporting for both calls and emails separately that will report on the Contact Centre's overall FCRR. This has been initial…Rachael Poole 42 views 1 comment 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Chat Opening/Closing TimesContent I need to work out when our chat has been closed throughout the day at any time or for a whole day? Does a record get logged each time the chat hours are adjuste…Damian Meddings 27 views 1 comment 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Masking Column values on reportContent Is it possible to apply a mask on values on a report? For example, rather than displaying a full social security number (as is stored in the database) displaying… -
Copy Cell to Clipboard pastes ?????Content When I use Copy Cell to Clipboard for foreign languages, it shows only a set of question marks when I paste. Does anyone know what would cause this? For instance…Frank L 24 views 5 comments 0 points Most recent by Dietrik -120086 Reporting & Analytics for B2C Service -
Help needed to create a detailed chat reportContent i need to create a chat report with following below column, Date Queue Interval Chats Offered Chats Completed Abandoned Chats SLAs Met Average Wait Time Idle Ses…J Smith 35 views 2 comments 0 points Most recent by Jessica Bradley-Oracle Reporting & Analytics for B2C Service
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Use of knowledge baseContent Hi colleagues, I'm trying to determine which knowledge base articles are being used by which agents. The out-of-box reports are helping but I want to get more: a…David Queen 42 views 0 comments 0 points Most recent by David Queen Reporting & Analytics for B2C Service
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Audit of agent/user transactionsContent Hi colleagues, There appear to be out-of-the-box reports that can tell what an agent has done within a customer record. However, I can't find a report that would…David Queen 24 views 1 comment 0 points Most recent by Nick Wood Reporting & Analytics for B2C Service
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Filter on answers viewed by signed-in users on customer portalContent For reports referencing answers viewed on the customer portal, I'd like to be able to filter out answers viewed by signed-in users. We don't have any SLAs for ou…Nick L-113854 29 views 1 comment 0 points Most recent by Dietrik -120086 Reporting & Analytics for B2C Service -
Calculating AHT for emailsContent Hi colleagues. I've been asked if it is possible to calculate AHT on email interactions on teh basis of the time an agent started working on an email to the poin…David Queen 16 views 3 comments 0 points Most recent by naveen samineni Reporting & Analytics for B2C Service
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Export List of Org's w/in HierarchyContent Situation We have Company A Under company A we have a large number of companies listed under it's Hierarchy. Is their a way to export a list of said companies un…Donnie Guthrie 30 views 8 comments 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service