Category 276
Discussion List
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Format Agent reports so they can see if incident has been updated by anotherContent In our business, agents often need additional information from a client via mail or fax. They will set the severity of the incident to "pending client". When the…Dorothy Perez 37 views 2 comments 0 points Most recent by Dorothy Perez Reporting & Analytics for B2C Service -
Notifications TableContent Is it possible to write a custom report based on notifications. We want to slightly customize what our users see.user3511667 26 views 0 comments 0 points Most recent by user3511667 Reporting & Analytics for B2C Service -
Breaking Down Chat VolumeContent Hi, I'm trying to build a report where we can breakdown the chat volume we received by: 1. Interactive Chat - chats where in there are at least 1 message coming …User_2025-02-03-19-38-56-069 10 views 2 comments 0 points Most recent by JaneSolihull Reporting & Analytics for B2C Service -
Workflow, Workspace, and Script Management ReportsContent Is there a reporting module similar to Report Management that will tie them all together? Example, I want to see all the workspace and scripts that use the orgs.…User_2025-02-03-18-49-47-601 39 views 2 comments 0 points Most recent by User_2025-02-03-18-49-47-601 Reporting & Analytics for B2C Service
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Make searches smarter, ability to search part words?Content Hi all, Is there a way to improve search functionality across contacts and assets? As an example, if I have an asset of "Blue Laptop", I have to enter this exact…User_2025-02-01-08-29-25-648 16 views 6 comments 0 points Most recent by User_2025-01-30-19-06-33-073 Reporting & Analytics for B2C Service
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Putting Multiple reference number at run timeContent Hello Team, I want to put multiple reference number at run time in the search criteria but it's throwing error. what is correct syntax for that? Refer the screen…User_2025-02-03-19-26-48-025 14 views 7 comments 0 points Most recent by User_2025-02-03-22-16-06-242 Reporting & Analytics for B2C Service
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How to get the Agent response values from the Guided Assistance??Content Hi All, Does anyone knows how to get the Agent response which were entered in the Guided Assistance? I am trying to creating one report which must display the GA…Narendra Muttineni 16 views 6 comments 0 points Most recent by Narendra Muttineni Reporting & Analytics for B2C Service -
Manager ReportsContent Dear Experts, I have set the agent hierarchy as : Manager 1 -> Manager 2 -> Agent1, Agent2 When I open any of the standard managerial reports(say opportunity rep…Navin Jose - Cloud 40 views 1 comment 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service -
Drill down from Chart to detailsContent Dear Experts, Please guide me how to create a report which shows the data in graphical format on load, and has the functionality of drill down to the details. I …Navin Jose - Cloud 28 views 1 comment 0 points Most recent by User_2025-02-01-08-03-48-129 Reporting & Analytics for B2C Service
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Report Filter with selectable timeframesContent Hi, I need to create a filter with selectable time frames. E.g. 7 Days in the future, 30 days in the future, 6 months in the future and all the time in the past.…Clemens-Christoffer Meyreiss-Oracle 32 views 3 comments 0 points Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service -
Inc_performance.solved vs Incidents.closedContent What is the difference between these two, and what scenarios should you use one vs the other? Example: I'm trying to make a graph of incidents that were solved t…User_2025-02-03-18-13-34-376 30 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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How to style a report link column?Content Hi, I have a requirement to style a column, the only column of this report. It shows one row, a number and should be a link to a report showing the records. It s…Clemens-Christoffer Meyreiss-Oracle 42 views 4 comments 0 points Most recent by Clemens-Christoffer Meyreiss-Oracle Reporting & Analytics for B2C Service
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Create Incident Report that shows Created by Time PeriodContent I need to create a report that shows all the products that our customers own, as well as the number of incidents they have created in increments of column 1 - 6 …User_2025-02-03-17-24-31-998 25 views 3 comments 0 points Most recent by User_2025-02-03-17-24-31-998 Reporting & Analytics for B2C Service
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Clarify 'Not Equal (Include/Exclude No Value)'Content I am over thinking this a bit, but can someone help me understand in words what Not Equals (Include/Exclude) No Value Means? My Guess is if I Include No Value, t…user3511667 32 views 3 comments 0 points Most recent by User_2025-02-03-20-16-45-224 Reporting & Analytics for B2C Service
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Chat report: Good tip on how to create a standard report with user operating system and browser?Content Attached Report Definition.jpg shows the expression and filters I wish to use in the report, all good there. If I run the report as is today, it shows all the re…User_2025-02-01-08-38-15-811 21 views 3 comments 0 points Most recent by User_2025-02-01-08-03-48-129 Reporting & Analytics for B2C Service
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Report about Incidents closed by systemContent Hi all! I would like to know, if the possible create a report where I can see incidents which were closed by system. Before, the rule "if status = waiting, the i…User_2025-02-01-03-40-13-219 30 views 2 comments 0 points Most recent by User_2025-02-01-03-40-13-219 Reporting & Analytics for B2C Service
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chat_agent_performance_intervalsContent Hi, This is in relation to the topic posted by Rahul on Aug 5, 2015 https://cloudcustomerconnect.oracle.com/posts/f746169675 I am able to get the duration on the…User_2025-02-03-19-38-56-069 13 views 2 comments 0 points Most recent by User_2025-02-03-19-38-56-069 Reporting & Analytics for B2C Service
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Display total count of incidents in "pending" status with X created dateContent Hi All, I have a requirement to create an incident report based on the below conditions with these columns 1.Date/time 2.Reference number 3.Carry over 4.Incident…Seethalakshmi S 29 views 1 comment 0 points Most recent by Carl Elliott Reporting & Analytics for B2C Service -
Using queue_stats.queue_actionContent Hi Team, We're looking at using queue_stats.queue_action within a report, but the data dictionary only lists the 2 possible results as 'arrived' & 'handled' & no…User_2025-02-01-08-36-31-762 50 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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FCR by Agent HelpContent Hi, our company has been using Oracle Service Cloud for just over a month and I'm very new at using reporting/expressions involved in Analytics. I'll try and exp…User_2025-02-03-19-28-20-911 45 views 5 comments 0 points Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service
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How to hide the entire row when "if" function returns "No Value"?Content Hi, I am using the "if" function to return the value that I need & it works fine but I only want the report to return the output/rows with "No" values & hide ent…User_2025-02-03-16-11-55-768 35 views 2 comments 1 point Most recent by User_2025-02-03-16-11-55-768 Reporting & Analytics for B2C Service
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Clickstreams Attribute Definitions?Content Hello, I'm trying to find where the attributes for clickstreams.context3 are defined. This table returns no results in the User Guide I see in the report 'Incide…User_2025-02-03-20-55-18-663 45 views 1 comment 0 points Most recent by Kurt Helfrich Reporting & Analytics for B2C Service
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Recency reportContent I want to have a report that shows "recency" in incidents (or better yet - show contacts who do *not* have recent incidents) based on a list of assigned opportun…Kristi Karels 13 views 1 comment 0 points Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service -
Reporting on ProActive Chat vs Reactive ChatContent Hi all We're looking at launching Proactive chat over the next month or so (we already use standard 'reactive' chat). A key method of measuring the success of Pr…User_2025-02-03-18-37-14-730 27 views 3 comments 0 points Most recent by Kristi Karels Reporting & Analytics for B2C Service
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How to calculate average when you use "rel_date_diff"Content How to calculate average working hours between two dates Example: I´v this report: assign_acct_ID ref_no DATE1 DATE2 rel_date_diff(DATE2,DATE1,1) Jhon Lara 15122…User_2025-02-03-20-17-13-751 36 views 4 comments 0 points Most recent by User_2025-02-03-20-17-13-751 Reporting & Analytics for B2C Service
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How can I create a report with basic column filters?Content Still relatively new to Oracle Service Cloud, and the reports builder tool is different from what I'm accustomed to (MS Access for example). I'm trying to do som…Christos S. 28 views 2 comments 0 points Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service -
Report for Total Email and Chat Incident Completed by IntervalContent i am looking for a report that will show me the total incidents completed per agent by a date range for email, and chat, which includes Custom Contact Field. i t…User_2025-02-03-20-38-38-926 24 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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How to filter a report in Chat Workspace by a custom field set over the Chat URLContent Hi all, I am launching a chat with a customized URL where I am setting a custom field as follows: http://cvtravel.rightnowdemo.com/app/chat/chat_landing2/contact…User_2025-02-03-19-52-04-148 22 views 3 comments 0 points Most recent by James Hanson Reporting & Analytics for B2C Service
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How is "Chat Agent Sessions: Engaged Secs" calculated?Content Doing some work for a client. We are wondering if chat_agent_sessions.engaged_secs counts concurrent chats? For example: Between 8:00 and 8:05 Betty chats with o…User_2025-02-01-08-22-42-553 40 views 1 comment 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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Chat report about agent that how many chat requests he accepts, neglects and declinesContent RT. anyone can help? ThanksUser_2025-02-03-20-13-40-492 13 views 4 comments 0 points Most recent by User_2025-02-03-20-16-45-224 Reporting & Analytics for B2C Service