Category 276
Discussion List
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calculate average time between two dates based on statusContent Hi Guys, I want to calculate the average time between two dates based on the status. Don't know how to write correct syntax for that. Please refer the attachment…Vikash Patel-123058 23 views 7 comments 0 points Most recent by Vikash Patel-123058 Reporting & Analytics for B2C Service -
Incident status change following scheduled report? or Timed status change?Content Hi all, I doubt this is possible but thought I would ask. I have a scheduled report that runs periodically, e.g. 10am and 2pm every day. This delivers the report…Simon Eccles 13 views 2 comments 0 points Most recent by Simon Eccles Reporting & Analytics for B2C Service
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Table containing Open Edit Report configurationContent I need report that describes the Open and Edit parameters of reports per profile. Does anybody know which table contains the open and edit parameters for each re…Connie Cannon 25 views 2 comments 0 points Most recent by Andrew_Irish Reporting & Analytics for B2C Service -
If Incident created due to reply to expired incidentContent In conjunction with my post here https://cloudcustomerconnect.oracle.com/posts/1c3dfa733a, I am trying to find a way to identify incidents that were responded to…Tyler Davidson 37 views 2 comments 0 points Most recent by Tyler Davidson Reporting & Analytics for B2C Service
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Weekends on Due Date crosstabContent I'm making a cross tab report that shows the response due for a week. Our SLA doesn't include weekends. In the cross tab, the day of week is showing M-F, but the…Marlena C-121424 26 views 2 comments 0 points Most recent by Dietrik -120086 Reporting & Analytics for B2C Service
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Column Sorting by Month, Not YearContent Why will this column sort by month and not year?Nick L-113854 19 views 3 comments 0 points Most recent by Dietrik -120086 Reporting & Analytics for B2C Service -
Removing white space from reports (columns)Content Hi, I am trying to remove some extra space from my reports which I think is caused by the length of the report title maybe. I've attached a screen print showing …Simon Eccles 32 views 2 comments 0 points Most recent by Simon Eccles Reporting & Analytics for B2C Service
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Report on Standard Text Used in ChatContent The Standard Report Used by Agent does a great job of telling us the standard text used for email responses, but it doesn't look like it covers Chat Sessions. Fr…user3511667 33 views 2 comments 1 point Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service -
"Live" Performance StatsContent Hi all, I have struggled for a while to get live performance stats. I have some, but they are in separate reports. What I would like to see is a single report wi…Simon Eccles 28 views 2 comments 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service
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How do I add a default text string to the run-time filter in a report?Content Hi I think we have reached a data limit in our system where even our 'quick search reports' are having to queue so i'm looking at options to reduce the amount of…Nicki Mayers 22 views 2 comments 1 point Most recent by Nicki Mayers Reporting & Analytics for B2C Service
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Reporting SLAs on Social Monitor created IncidentsContent Hi All, I have been trying to build this reports for almost 3 days straight now. My client is using Social Montior to handle direct and private messages. the cur…Colin Campbell-118909 13 views 1 comment 0 points Most recent by Colin Campbell-118909 Reporting & Analytics for B2C Service -
Expression Help - First Solver for FCRContent I'm working on a FCR report. I have created a Custom Incident Field called FCR that changes from Yes, to No, once an incident is Updated. What I am trying to bui…Tyler Davidson 27 views 1 comment 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service
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Report layout - horizontal instead of vertical?Content Hi all, Is it possible to change the report layout from vertical to horizontal? For example FROM Agent Incidents Handled A 100 B 245 C 123 TO Agent A B C Incide…Simon Eccles 20 views 4 comments 0 points Most recent by Simon Eccles Reporting & Analytics for B2C Service
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Tracking Knowledge Articles Sent by AgentsContent Similar to the Standard Text Utilized by Agents report, I'd like to be able to track which knowledge base articles are being sent to our members, and by which ag…Nick L-113854 35 views 4 comments 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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How to calculate Unresolved incidents after End user reply backContent I created a report which calculate how many Incidents closed by an agent, however i am stuck on a question as below : if agent mark incident as Resolve (Close) a…J Smith 25 views 4 comments 0 points Most recent by Pramod Vasudeva Murthy-80436 Reporting & Analytics for B2C Service -
Chats Avoided by Intervention - SmartAssistantContent We're going to add SmartAssistant before chat requests are submitted, to better help our members self service. There's a report, Questions Avoided by Interventio…Nick L-113854 25 views 3 comments 0 points Most recent by Nick L-113854 Reporting & Analytics for B2C Service
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Unique Accounts number logged in the systemContent Hello, I created a report which shows me the agents which are logged on a daily basis, but the report counts the number of lines for each login and not the uniqu…Mirela Iepure 30 views 6 comments 0 points Most recent by Mirela Iepure Reporting & Analytics for B2C Service -
Answers Display Control - report on times viewedContent HI all, We would like to use the workspace feature of displaying an answer within the workspace by adding an Answer Display control; however, has anyone added th…JT Hudson 15 views 2 comments 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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# Days since an incident was openedContent Hello everyone, I want to show the number of days an incident has been open by calculating the datediff between incident.created and sysdate on a report. Can any…Toby Thomas-115026 29 views 3 comments 0 points Most recent by Colin Campbell-118909 Reporting & Analytics for B2C Service
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Product hierarchy - how to view all levels in a report?Content Hi everyone I am trying to create a report which will show me all levels within a Product Hierarchy. For example one of the Products may be "orders > amend order…Simon Eccles 34 views 2 comments 0 points Most recent by Simon Eccles Reporting & Analytics for B2C Service
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Links is in disabled mode-Custom object reportContent Hi All, I have created custom report for Custom object (XXXX) but the "Links" option is in disabled mode for that report.Please find the screenshot. Why is it in…Muthulakshmi Muthaiah-121678 27 views 8 comments 0 points Most recent by Mia B Reporting & Analytics for B2C Service -
Filtering data on most recent dateContent I am creating a report using a custom object linked to a contact. I want to display only the most recent date that is contained in the date column/custom object …SR -122668 14 views 2 comments 0 points Most recent by SR -122668 Reporting & Analytics for B2C Service
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calculate the time difference between two datesContent Hello Team, How can I calculate the time difference between two dates. (Incidents.closed and incidents.created) I want the time in this format 'HH MI SS' . I mea…Vikash Patel-123058 42 views 7 comments 0 points Most recent by Barrilito van Dijk Reporting & Analytics for B2C Service
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Different stats tablesContent What is the difference between kf_answer_stats and answer_stats?Laura Shero 25 views 3 comments 0 points Most recent by Justin_D Reporting & Analytics for B2C Service
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Multi-select responses (not ****) but words pleaseContent I'm trying to write a report for feedback where the answer text is put in a comma separated list (not a csv, but literally a list of all the responses checked) f…Kristi Karels 27 views 1 comment 0 points Most recent by Amy Nash Reporting & Analytics for B2C Service -
Red X in grid for Chart Report/DashboardContent Has anyone seen this before? I have a Dashboard with 4 chart reports. The top 2 reports have a Red X across where the grid should normally be. It shows up on oth…Marlena C-121424 23 views 8 comments 0 points Most recent by Justin_D Reporting & Analytics for B2C Service
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Reporting on incidents automatically closed with a standard responseContent We have a few categories set up that will generate a Standard Response back to the customer and auto solve the incident so an agent doesn't have to answer routin…Jill Klima 23 views 4 comments 0 points Most recent by Justin_D Reporting & Analytics for B2C Service -
Agent Daily Total Chats in Real-Time ReportContent Hello, I'd like to add a column to the standard My Chat Agent Statistics - Real Time report that displays the total of chats an agent has taken for the day. Some…Nick L-113854 24 views 5 comments 0 points Most recent by Nick L-113854 Reporting & Analytics for B2C Service
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Setting report permissionsContent Hi all, Is it possible to set permissions at an individual user level rather than at profile level? Many thanks in advance David Q Version Service CloudDavid Queen 27 views 2 comments 0 points Most recent by David Queen Reporting & Analytics for B2C Service -
Locked and Active Accounts Notification via EmailContent Hello, Is there a way in Oracle RN system so set a notification via email for the situations when the active Agents account are more than 5 established? I mean i…Mirela Iepure 14 views 2 comments 0 points Most recent by Mirela Iepure Reporting & Analytics for B2C Service