Category 276
Discussion List
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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…Connie Cannon 26 views 0 comments 0 points Most recent by Connie Cannon 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…Donnie Guthrie 23 views 0 comments 1 point Most recent by Donnie Guthrie 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 David Powell-119973 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 J Smith Reporting & Analytics for B2C Service
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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
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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…Tyler Davidson 15 views 4 comments 0 points Most recent by Pramod Vasudeva Murthy-80436 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…Tyler Davidson 23 views 0 comments 0 points Most recent by Tyler Davidson 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 SSeetha lakshmi 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…Pavansatish Annavarapu 25 views 1 comment 0 points Most recent by Andrew Challis-Oracle Reporting & Analytics for B2C Service
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Help with Report Filter Expression for ExceptionContent Hi All, We're trying to write an exception in a report, to show the row in yellow, when the below criteria is met. However, we're constantly getting the error "E…Mia B 28 views 3 comments 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service
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Incidents which are unresolved for 20 days or more.Content Hi, Use Case:- To show the incidents which are unresolved for 20 days or more in a report. Please help. Thanks Version May 2015R G 15 views 3 comments 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service
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Contact table inner joinsContent Hi All, Could we create a report/filter for the contacts table with in contact? For Eg:I have to retrieve the duplicate contacts in the system.some times first n…Muthulakshmi Muthaiah-121678 29 views 1 comment 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service
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Pulling Incident BacklogsContent Hello, We are attempting to pull our incident backlog however we have a tricky question but perhaps someone here knows how we could pull this data. We need to fi…Donnie Guthrie 24 views 2 comments 0 points Most recent by Donnie Guthrie Reporting & Analytics for B2C Service
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Add field/column to incident queue reportContent We have email links on our individual websites related to specific products. Customers use these email links to ask questions about that specific product. The em…Terri Meyers 11 views 1 comment 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service
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Count of Incident that never escalatedContent Hi Team, Does any one know how can get the total cases that never been escalated? & How can write "NOT IN" as a expression in a column Appreciate your help in ad…Vikash Patel-123058 25 views 2 comments 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service
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Average Time to respondContent Hi i am struggling with a report. I need the following column month wise for an incident. Average time to respond.- Avg of the time difference between the custom…Maheep Kaur 27 views 2 comments 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service
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Calculate performance time from assign to response, but exclude a particular queueContent Group Performance Simple (Report ID 52) I need to know the average time it takes from assignment to a response being sent. I have my filter set to use: Interval …Chrisanna Prescott 28 views 2 comments 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service
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Getting Value into Report Custom ScriptContent Hello, I am using a report inside of a workspace of Organization. I am trying to get the orgs.org_id of the the opened organization inside the custom script of a…Ben Kessler 154 views 19 comments 1 point Most recent by Travis Cable Reporting & Analytics for B2C Service
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Can I call Report through Custom ScriptContent Guys, Is this possible in Rightnow. Can I call report through custom script? Scenario is:- I have a report along with some custom script and In the same custom s…Vikash Patel-123058 70 views 6 comments 0 points Most recent by Vikash Patel-123058 Reporting & Analytics for B2C Service
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No. of reopened incidents for the dayContent Hi, I need to get the number of reopened incidents for the day i.e. no. of incidents for which the status changed from the solved Status type to Unresolved statu…Maheep Kaur 30 views 1 comment 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service
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How to report on undeliverable emailsContent I'm looking to get a report together that shows me all outbound emails that have come up as undeliverable in the audit log. This is only the emails that have gon…Paul Howard-118195 23 views 3 comments 0 points Most recent by JBaxter Reporting & Analytics for B2C Service
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File attachments in ReportsContent Hi Is there a way to include file attachments from incidents, contacts, organisations, etc, and file attachments from a custom widget on to a report? thanksIshan Atukorale 59 views 2 comments 0 points Most recent by Ishan Atukorale Reporting & Analytics for B2C Service
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Time in Status filterContent Hey everyone! I have created a report that shows the "Time in Status" of particular incidents with the formula below. date_diff(incidents.updated, sysdate ()) Ho…Matt Miller-114807 63 views 2 comments 0 points Most recent by Matt Miller-114807 Reporting & Analytics for B2C Service
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PoojaK 21 views 2 comments 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service
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How to create expand/collapse threads on "Messages"Content Hi everyone! Hope you can assist me with the report I'm attempting to create, regards to the title of this topic. Based on this idea , and our own company needs …Preben Kristoffer Edvardsen 24 views 1 comment 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service
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Service Cloud Reporting Tool - Pivot TableContent We recently transitioned from CRMOD to Service Cloud and I am wondering if I am able to use a pivot table within the reporting tool. We summarized/categorized ou…Dereck Djernes 27 views 1 comment 0 points Most recent by Ryan Schofield-122326 Reporting & Analytics for B2C Service
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Number of clicks on a link in an answerContent I am trying to find/build as report that can tell me the number of times a link in an answer has been clicked but not having any luck. Can anyone help?bjs -119478 33 views 2 comments 1 point Most recent by Rhonda Warren Reporting & Analytics for B2C Service
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Register Now! Ask the Experts Webinar: Data ValidationContent Oracle Service Cloud Ask the Experts Webinar Register Now! Validate Data in Your Reports to Ensure the Story You’re Telling is Accurate Wednesday, March 23rd @ 8…Stephanie Kaleva 12 views 2 comments 1 point Most recent by Kenny Tietz-23935 Reporting & Analytics for B2C Service
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Avg Calculation using rel_date_diff functionContent Hi All, I want to calculate average between two dates (incidents closed and incidents created) using rel_date_diff function for excluding holiday and for this I …Vikash Patel-123058 65 views 2 comments 0 points Most recent by Vikash Patel-123058 Reporting & Analytics for B2C Service
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Showing data row wise instead of Column wiseContent Hi Team, I don't know weather this is possible or not in Rightnow. But based on my current requirement I need to know can we show the data rows wise instead of c…Vikash Patel-123058 24 views 1 comment 0 points Most recent by Kenny Tietz-23935 Reporting & Analytics for B2C Service