Category 276
Discussion List
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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 28 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…Kate Moses 49 views 1 comment 0 points Most recent by Dietrik -120086 Reporting & Analytics for B2C Service -
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…Tyler Davidson 45 views 5 comments 0 points Most recent by Bastiaan van der Kooij 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…Pratyush Sharma-113976 36 views 2 comments 1 point Most recent by Pratyush Sharma-113976 Reporting & Analytics for B2C Service -
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…Cameron Royce 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 Bastiaan van der Kooij 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…Stuart Lipinski-115525 27 views 3 comments 0 points Most recent by Kristi Karels Reporting & Analytics for B2C Service -
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…Cristian Galvez 36 views 4 comments 0 points Most recent by Cristian Galvez 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. 27 views 2 comments 0 points Most recent by Bastiaan van der Kooij 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…J Smith 24 views 2 comments 0 points Most recent by Dietrik -120086 Reporting & Analytics for B2C Service -
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…Mattia caputo 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…Tyler Forrester 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? ThanksChanddler 12 views 4 comments 0 points Most recent by Dietrik -120086 Reporting & Analytics for B2C Service -
Agent and multiple account groupsContent Hi, We are in process of replacing CRMOD service module with RightNow. In CRMOD a service user could be part of multiple groups and would only be able to view in…User_2025-01-24-00-49-04-817 27 views 5 comments 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service -
report on incidents with more than one responseContent Hi I would like to be able to run a report to view all incidents that were resolved with more than one response. (i.e. not first time) Can anyone advise how I ca…Tim Ritchie-115114 15 views 5 comments 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service
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Filter report based on logged on users OrganizationContent I'd like to create a "My Incidents" type report that would include any incidents where the incident's organization is equal to the organization associated with t…Ian Hunter 36 views 3 comments 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service -
"Week Number" Reporting intervalContent Is it possible to configure the week numbers that RightNow uses for the above? (for example if our Reporting Year begins on 1st April, rather than 1st Jan)?Neil M 37 views 2 comments 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service
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Adding calculation from different reportsContent Is it possible to add the total calculations from 3 reports in a dashboard to a 4th report? For ex: Report 1 has total = x; report 2 has a total = Y, report 3 ha…Daniel Stanciu 12 views 1 comment 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service
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E-Mails per HourContent Hello, I'm trying to develop a report that will give me the number of e-mails completed while the agent was in our "E-Mail" status. I currently have the correct …James McilWraith 25 views 6 comments 0 points Most recent by Morgan Tennant-118053 Reporting & Analytics for B2C Service
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Custom Objects Reporting -> Associating Accounts to Account GroupsContent Hi all, We created a custom object where one of the fields within the object is a "Accounts by Group" menu field. In the report, I added 3 columns 1. incident re…JT Hudson 43 views 2 comments 0 points Most recent by Bhagwan Singh Mer Reporting & Analytics for B2C Service
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Scheduling ReportsContent Hi All, I have scheduled a report to send the mail after every 15 minutes but i am not getting any mail. Steps that I have done : 1.Created a standard report usi…KamalpreetSingh 20 views 1 comment 0 points Most recent by James Hanson Reporting & Analytics for B2C Service
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Tasks object - Today and Tomorrow ReportContent Dear Experts, We have a requirement in which we have to have different TASKS report based on the day. This is for the service reps: 1 report is to have only thos…Navin Jose - Cloud 24 views 2 comments 0 points Most recent by Navin Jose - Cloud Reporting & Analytics for B2C Service -
Print report prints as imageContent Hi All, My team has created a report which prints the notes associated with a custom object since there is no default way to print this. My issue is now though t…Duncan Taylor 25 views 2 comments 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service -
Report to Show the "Send Receipt Email" Being SentContent Hi Everyone! I am looking for a way to report on the "Send Receipt Email" being sent for one of our clients. I have checked in the canned reports, the online KB …Sara Knetzger-122432 40 views 5 comments 0 points Most recent by Sara Knetzger-122432 Reporting & Analytics for B2C Service -
Chat Agent Session Report by Date When Session Spans Two DaysContent We have 24 hour contact centers, with some agents' chat sessions spanning two days (e.g. sign into chat at 10 PM one day, then signing out at 2 AM the next day).…Tom Logan-110124 59 views 1 comment 0 points Most recent by Bastiaan van der Kooij Reporting & Analytics for B2C Service
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Displaying Business RulesContent Hi Team, Is there any method that I can create or run a report that will display all the Business Rules for my site/interface? The current method being used is t…The Mo Man 29 views 1 comment 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Reporting on Audit Trail (Incidents)Content Hi All, Hopefully someone out there can point me in the right direction. I'm rather new to RightNow, so apologies if this is a fairly obvious request. What I am …Simon Holyoake 21 views 5 comments 0 points Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Information to the agents, if a dashboard is updatedContent Hello together, we using a dashboard with browser-component. The browser is linked to an internal FAQs called "News". The idea in the background is, to get the a…Nico Schmierl 15 views 4 comments 1 point Most recent by Erica (Leep) Anderson Reporting & Analytics for B2C Service
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Initial Assign (Abs) larger than Initial Response (Abs)Content On the Email Performance report, we are seeing a couple of days where the Initial Response (Abs) is actually larger than Initial Assign (Abs). Theoretically, the…Matt Miller-114807 18 views 1 comment 0 points Most recent by Ryan Schofield-122326 Reporting & Analytics for B2C Service -
Defining a 'Group Date' for a variable in ReportsContent Hi Friends, For a variable type ‘Predefined List’ with the list name as 'Group Date', the values can be sliced to the most up to Year/Month/Day/Hour. Is there an…Vignesh Kasargod-124926 47 views 6 comments 0 points Most recent by Vignesh Kasargod-124926 Reporting & Analytics for B2C Service