Reporting and Analytics
Discussion List
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Avg/Total Handle Time by Supplier (Organization)Content Hello, I am working on a report that requires the Avg. Total handle time by supplier. How is this calculated? I copied the following formula from a different rep…User_2025-02-01-08-40-26-447 18 views 2 comments 0 points Most recent by User_2025-02-01-08-40-26-447 Reporting & Analytics for B2C Service -
Concurrent ChatsContent Hi folks, I have been tasked with working out the average amount of chats handled at a given time. We cap at 4 (our max number an agent can be working on at any …User_2025-02-01-08-41-48-500 19 views 3 comments 0 points Most recent by User_2025-02-03-22-20-20-973 Reporting & Analytics for B2C Service
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Survey Choice Response RateContent In the above report, The percent is calculated based on the total number of responses for the entire period. For example if I run this report for 6 months and ch… -
Converting date/time to date and then comparingContent I have a customer who's SLA is in days, not minutes. If the due date is 10/27 @ 11:00, it doesn't matter if we complete at 11:00 or later in the day. Essentially…User_2025-07-18-10-10-26-596 34 views 2 comments 0 points Most recent by User_2025-02-03-19-30-01-975 Reporting & Analytics for B2C Service -
Capture complete page name in ReportingContent Hi, We have a requirement where the user needs a report on the web page url and the page name (the Omniture Value). I can see that the webpage url value can be g…Vignesh Nagarajan-126051 21 views 0 comments 0 points Most recent by Vignesh Nagarajan-126051 Reporting & Analytics for B2C Service
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Adding intermediate new Row in ReportContent Hi All, I have a report which will returns n number of rows and the number of rows in report will vary each time. I want to always append new row in that report …User_2025-02-03-19-28-13-393 30 views 0 comments 0 points Most recent by User_2025-02-03-19-28-13-393 Reporting & Analytics for B2C Service
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Definition Needed for Response Time ReportContent Anyone know which definition I should use if I want to find out the 1st response time after an incident is assigned to a rep? I'd use the normal 1st response def…User_2025-02-03-18-36-38-730 26 views 3 comments 0 points Most recent by User_2025-02-03-18-36-38-730 Reporting & Analytics for B2C Service
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Impact of DST on ReportsContent Hi! I can find limited information on this and hope someone can give me a better idea of the intended behavior. We are in EST and this past weekend we have the d…user3511667 12 views 0 comments 0 points Most recent by user3511667 Reporting & Analytics for B2C Service -
Top most negatively rated answersContent Hi all, I'm looking for an easy way to report on the 10 most negatively rated Answers. I don't have much reporting-fu. I tried to run this one, as attached, but …User_2025-02-03-18-15-14-896 26 views 2 comments 0 points Most recent by User_2025-02-03-18-15-14-896 Reporting & Analytics for B2C Service
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Report Scripting - How do to determine no rows returnedContent Does anyone know how to use report scripting to check for no rows returned. I want to have an if statement that says If NO Search results (i.e. no rows returned)…user3511667 21 views 3 comments 0 points Most recent by user3511667 Reporting & Analytics for B2C Service
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Report on Agent Time Worked on an Incident when not First AgentContent Hello, I have a need to show the team performance of agents who are at the top of our customer service chain. Our usual workflow is that the first tier of suppor…User_2025-02-03-18-33-19-109 30 views 2 comments 0 points Most recent by User_2025-02-03-18-33-19-109 Reporting & Analytics for B2C Service
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Custom Scripts and Report FormattingContent It appears that I cannot use exceptions or conditional formatting on columns that are set by custom scripts. Any workaround/tricks on this at all? We are current…Marv Ferrer 54 views 2 comments 0 points Most recent by Marv Ferrer Reporting & Analytics for B2C Service -
Product/Catagory/Disposition LIstContent Is there a report out there that can show me all the Products/Category/Dispositions in our system? We have been live for a year and would like to revisit these. … -
Avg Chat Time reportContent Hi, Is there a report that shows the average time spent on a chat broken out at the agent level? Thanks, VigneshVignesh Nagarajan-126051 6 views 1 comment 0 points Most recent by User_2025-02-03-19-31-14-086 Reporting & Analytics for B2C Service
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Show value based on ProfileContent Is there a way to use knowledge of the logged in user to show a value. For example, I only want to show a value in a column if the user is part of a certain prof…user3511667 24 views 3 comments 0 points Most recent by User_2025-02-03-19-31-14-086 Reporting & Analytics for B2C Service
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How to check when was the last time any contact access customer portalContent I need to to check when last time my RNT contact accessed Customer Page, or when was the last time they logged in on Customer Portal ? Version 2016User_2025-02-03-19-32-08-953 25 views 1 comment 0 points Most recent by User_2025-02-03-19-32-08-953 Reporting & Analytics for B2C Service
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Monitoring Replication DelayContent Does anyone know of a way to monitor replication delays via reporting? I don't think there is a easy way to look at a table and field, but was wondering if anyon…user3511667 25 views 1 comment 0 points Most recent by user3511667 Reporting & Analytics for B2C Service
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Showing the Mailings body in reportContent Hi, How to add Mailings body in the report. I found the "Outreach Activity" Report. However, it is having like a link on click of link it is giving body. But, My…Raviteja Sure-124554 18 views 0 comments 0 points Most recent by Raviteja Sure-124554 Reporting & Analytics for B2C Service -
Viewing incidents escalated from referrer links or answersContent Hi All, I would like to insert Google Analytics campaign links in the emails we send to clients, and then from the Analytics in the console, view each of the inc…User_2025-02-03-19-22-07-281 25 views 5 comments 0 points Most recent by User_2025-01-30-19-06-33-073 Reporting & Analytics for B2C Service
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Declined and re-routed conversations like we can with acceptedContent Hi, Do we have a report on declined and re-routed conversations like we can with accepted (Accepted Interactions)? Searched for the same and could not find any. …Vignesh Nagarajan-126051 21 views 0 comments 0 points Most recent by Vignesh Nagarajan-126051 Reporting & Analytics for B2C Service
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Report counts incidents as per age but on some certain conditionContent i have a report that count incidents by their age however i would like to add some following condition in my report : Condition 1 : Incident received on weekends…User_2025-02-03-20-38-38-926 41 views 7 comments 1 point Most recent by User_2025-02-03-22-31-24-751 Reporting & Analytics for B2C Service
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Report Backup?Content Anyone have any tips on backing up reports? Do you create a "master" directory within OSC and retain the folder structure or are the reports exported to an exter…Joe P. 13 views 1 comment 0 points Most recent by User_2025-02-03-23-55-43-518 Reporting & Analytics for B2C Service -
Report on Chat TransfersContent Hi, Wanted to check if there was an out of the box report that shows where an agent transfers a chat to? For example, if someone transfers a tech chat, can we se…Vignesh Nagarajan-126051 34 views 2 comments 0 points Most recent by Vignesh Nagarajan-126051 Reporting & Analytics for B2C Service
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1st Response & Time in "Pending Customer" or "Waiting"Content Good morning everyone! I have made some serious headway on my reporting skills however I've run into a wall with this one. I have two questions today. 1. I need …User_2025-02-03-18-36-38-730 58 views 1 comment 0 points Most recent by User_2025-02-03-19-31-14-086 Reporting & Analytics for B2C Service
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Public API log (papi) not displaying resultsContent I am in the process of integrating through the REST api to an external service. I'm posting data to update a customer record, but when i got to the PAPI report, …User_2025-02-03-20-45-41-510 38 views 2 comments 0 points Most recent by User_2025-02-03-20-45-41-510 Reporting & Analytics for B2C Service
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Five9 Integration ReportingContent Hello! We are just in the process of integration the Five9 CTI solution with our Oracle Service Cloud. I was wondering if there was anyone that has done this int…User_2025-02-03-18-33-33-414 12 views 0 comments 0 points Most recent by User_2025-02-03-18-33-33-414 Reporting & Analytics for B2C Service
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Filtering a report for incidents created in the last business dayContent Hi there - I have a report that I'm filtering by incident date created, by -1 days rounded to show me all incidents created in the last day. This works fine, but…User_2025-02-03-18-15-18-780 32 views 4 comments 0 points Most recent by User_2025-02-03-18-15-18-780 Reporting & Analytics for B2C Service
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Workspace Report - Show contacts in organisation or parent organisationContent Hi there - I have a workspace report displayed in a tab within my 'Organisations' workspace that lists all contacts assigned to that organisation. To achieve thi…User_2025-02-03-18-15-18-780 30 views 2 comments 0 points Most recent by User_2025-02-03-18-15-18-780 Reporting & Analytics for B2C Service
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Chats requested and questions submitted from Mobile pagesContent I just enabled my Mobile pages. I need to monitor the volume of incidents created from Chat and "Ask a Question" via the mobile page set. Visits by Pageset is a …Kim Dante 22 views 1 comment 0 points Most recent by Kim Dante Reporting & Analytics for B2C Service
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Determine agent use of knowledge base answersContent Hi colleagues, I am using a knowledge base report 138 to determine agent use of knowledge base items which I've changed to sort on team then individual. The prob…User_2025-02-03-16-20-21-531 23 views 2 comments 0 points Most recent by Amy Nash Reporting & Analytics for B2C Service