Category 276
Discussion List
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Questions involving the Type column of the Transactions tableContent I have a column to track incidents created for live chat: sum(if(transactions.trans_type=2&transactions.source_lvl2=1017,1)) We have the incidents set to be crea…User_2025-02-03-16-48-16-590 25 views 0 comments 0 points Most recent by User_2025-02-03-16-48-16-590 Reporting & Analytics for B2C Service -
Inline editing option is disabled optionContent Hi All, I have created a custom report for Incident and give permissions to edit the report for the profile level and in report level. But, the inline editing op…User_2025-02-03-18-29-17-316 32 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224 Reporting & Analytics for B2C Service
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Comparison Columns, need assistance interpreting documentationContent I want to build a report that compares aggregate chats weekly by queue, week over week, with additional columns indicating the percentage change +- between the w…User_2025-02-03-20-43-46-497 30 views 0 comments 0 points Most recent by User_2025-02-03-20-43-46-497 Reporting & Analytics for B2C Service
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Modify Agent Activity Report to count all responses send by AgentContent We are looking at Oracle's OOTB report - Agent Activity. Report ID: 55 We are trying to capture * Outgoing emails by the Agents * and emails that are being respo…User_2025-02-03-17-18-46-485 30 views 1 comment 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service
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Use Custom Scripts as FiltersContent I have a report that already uses custom scripts to do a certain calculation. However, I want to know if it's possible to use custom scripts as filters? Version …Marv Ferrer 41 views 1 comment 0 points Most recent by Marv Ferrer Reporting & Analytics for B2C Service -
Hourly Incident Activity Today - Analytics Cookbook RecipeContent Incident Activity Hourly Incidents Activity Today Author: Bastiaan van der Kooij Independent Oracle Service Cloud Consultant Difficulty rating: (Advanced) Target…User_2025-02-03-19-30-01-975 153 views 3 comments 9 points Most recent by Kristi Karels Reporting & Analytics for B2C Service
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Get data of Current Fiscal Year-Month WiseContent 1. To list the months: Our Fiscal year starts from July and ends in June. I need to get details of cases which were closed in current fiscal year grouped by mont…User_2025-02-03-17-35-32-752 56 views 0 comments 0 points Most recent by User_2025-02-03-17-35-32-752 Reporting & Analytics for B2C Service
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Multiple charts in one dashboardContent I'm trying to create a dashboard that has "Incidents by category" with a separate graph for each of our offices (each office is a queue). To start off, I create …User_2025-02-03-19-04-35-690 36 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224 Reporting & Analytics for B2C Service
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Profile Permissions - Reporting on Administration Tab SelectionsContent Trying to locate the table where this info is captured to generate a report. Need to know if the options are selected or not. Thanks in advance for any feedback.…Joe P. 24 views 2 comments 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service -
Answers Not Used - Analytics Cookbook RecipeContent Answers Not Used With Starters and desert Author: Dietrik KPN Consulting Difficulty rating: (Intermediate) Target persona: Content Manager Ingredients: 4 Total R…User_2025-02-03-20-16-45-224 114 views 1 comment 5 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Team Open Incidents Summary (Team Dashboard) - Analytics Cookbook RecipeContent Team Open Incidents Summary (Team Dashboard) With Incident Details Report Link Author: Kenny T Oracle Service Cloud Analytics Product Manager Difficulty rating: …Kenny Tietz-23935 129 views 1 comment 6 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service -
Report to check backlog in a specific date.Content Hello everybody, I'm trying to create a custom report to show the backlog of incidents in a specific date. For example, I choose a range of dates, 2016/04/01 unt…User_2025-02-03-17-56-25-286 35 views 0 comments 0 points Most recent by User_2025-02-03-17-56-25-286 Reporting & Analytics for B2C Service
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Hello Team, As we have multiple Relationship Item under insert control tab Like( File...Content Hello Team, As we have multiple Relationship Item under insert control tab Like( File Attachment, Log view, Audit Log, case view etc.) What I need is, when I am …User_2025-02-03-19-26-48-025 19 views 1 comment 0 points Most recent by User_2025-02-03-20-16-45-224 Reporting & Analytics for B2C Service
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Custom Report returning duplicate search resultsContent Hello dears, I have created a custom incident report by copying the 'Today's Incidents' report and enabled it in my profile navigation set. The report has the sa…Hanna Abi Akl 33 views 1 comment 0 points Most recent by Hanna Abi Akl Reporting & Analytics for B2C Service -
Can we have a single report to export all the chat attributesContent Hi, We are currently in the process of migrating the chat solution from ATG to Oracle Service Cloud. Have attached the data dictionary for the existing ATG solut…Vignesh Nagarajan-126051 34 views 0 comments 0 points Most recent by Vignesh Nagarajan-126051 Reporting & Analytics for B2C Service -
Report/Analyse CF used in WSContent Hi everyone, I hope someone can help on this. In the past we used to create custom fields (CF) for nearly everything and now it ended up in a total mess. Now we …User_2025-02-03-17-27-31-522 22 views 2 comments 0 points Most recent by User_2025-02-03-17-27-31-522 Reporting & Analytics for B2C Service
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Request assistance understanding how Incident Edit Time is greater than total time agent logged intoContent Pulling up the Agent Login Report (Report ID :54). I can see the following agent who was logged into OSC for 10h 50m 51s but Incident Edit Time is 19h 12m 41s. I…User_2025-02-03-17-18-46-485 18 views 2 comments 0 points Most recent by User_2025-02-03-17-18-46-485 Reporting & Analytics for B2C Service
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Average Incident Handle Time Per AgentContent I am trying to create a report in Report Explorer that indicates how long an agent took to respond to an incident email. This would be from the time the incident…User_2025-02-01-09-04-02-832 43 views 3 comments 0 points Most recent by User_2025-02-01-09-04-02-832 Reporting & Analytics for B2C Service
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Deleting Published reportsContent Hi, We have scheduled various reports to form a published report. Over the year published reports have accumulated and taking the file space. Is there any way to…User_2025-02-03-22-27-06-740 34 views 2 comments 0 points Most recent by User_2025-02-03-20-16-45-224 Reporting & Analytics for B2C Service
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% of incidents having 1 Customer entryContent Hi, I need to show the percentage of email incidents which got solved with 1 customer email. So ideally no. of incidents with 1 customer entry in threads table. …User_2025-02-03-22-27-06-740 33 views 4 comments 0 points Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service
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Multiple Questions about Reporting Please Help!Content 1.) We have a client that emails us tickets on behalf of another client that is in RN. When that ticket comes in, it is assigned to Client A and it shows on beha…User_2025-02-03-18-36-38-730 11 views 1 comment 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Report to Identify Workspace Rules per WorkspaceContent Is there a report or fields that can be used to create a report to identify specific workspaces rules and associated workspaces? I need to identify which all wor…User_2025-02-03-18-49-47-601 26 views 0 comments 0 points Most recent by User_2025-02-03-18-49-47-601 Reporting & Analytics for B2C Service
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Daily Backlog ReportContent Using the standard Backlog Report - ID 11 This report is great and ideally what we want however I don't believe it's showing us a true backlog. The number the re…User_2025-02-03-18-36-38-730 23 views 0 comments 1 point Most recent by User_2025-02-03-18-36-38-730 Reporting & Analytics for B2C Service
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How to measure proactive offers stats grouped by rule name (from Engagment Engine)?Content I want to measure the effectiveness of my various rules, each of which launch Syndicated Proactive Chats (SPAC) via Engagement engine (EE). I can measure the ove…markahrens 27 views 3 comments 0 points Most recent by User_2025-02-03-20-47-57-353 Reporting & Analytics for B2C Service
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Exclude Holidays/Business HoursContent Hi Gurus, Whenever CCA team received ticket from Customer, based on the products and categories, the incident will route to corresponding Supervisor.Incident Sta…Mohana Gopal S-Oracle 19 views 2 comments 0 points Most recent by User_2025-02-03-20-38-38-926 Reporting & Analytics for B2C Service -
Query Size Limitation errorContent Hi, Recently we have started facing the 'Query size limitation error' for certain reports. Even if tried to run the report with date created value(Custom Object)…Kishor C Tom 61 views 2 comments 0 points Most recent by Kishor C Tom Reporting & Analytics for B2C Service -
Agent Selecting Multiple Dispositions (or Subject/Categories)?Content Is it possible to set up the Subject, Category and Disposition Menus to act as a list that the agent can check multiple that apply? In our call centers there are…User_2025-02-03-19-28-20-911 15 views 4 comments 0 points Most recent by User_2025-01-30-19-06-33-073 Reporting & Analytics for B2C Service
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Change date based on Logged InContent I'd like to use "Logged In Account" in an IF statement to adjust the time for a column that reports a date. Our report simply shows a queue that is sorted by Dat…User_2025-02-03-19-28-20-911 23 views 0 comments 0 points Most recent by User_2025-02-03-19-28-20-911 Reporting & Analytics for B2C Service
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Contact Report ExportContent Hi All, How to disable the feature of exporting the contacts in the contact report. Thanks, Seethalakshmi SUser_2025-02-03-19-42-55-164 33 views 2 comments 1 point Most recent by Razvan Lupu Reporting & Analytics for B2C Service
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Recent items in a search reportContent Could someone help me in understanding the persistence of results under Recent section in a search report? Taking a scenario where a staff account uses the same…User_2025-02-03-22-01-15-363 27 views 1 comment 0 points Most recent by Andrew Challis-Oracle Reporting & Analytics for B2C Service