Welcome to the Analytics Cookbook! This is an exciting new resource intended to help with your Oracle Service Cloud Analytics. How do you measure the value your organization receives from Oracle Service Cloud? What metrics are you using to prove the value of you and your team’s work?
There are many different ways to communicate the value you’re getting from Oracle Service Cloud. You can identify what trends are happening in your site, easily determine agent coaching opportunities or leverage data-driven insights to find specific ways of improving your overall operation. Oracle Service Cloud Analytics allows many variations on how you might tell your story. Between use cases, data combinations and functionality, it can be very challenging for report creators to know where to start (aka report writer's block).
Enter the Analytics Cookbook... This is a set of reporting (or "recipes") that showcase specific report functionality and/or use cases to assist with learning or expanding your Analytics knowledge within Oracle Service Cloud. The ultimate purpose of this cookbook is to help you feel comfortable working within Oracle Service Cloud Analytics and learn new ways to perform old tricks. There are resources included that vary in difficulty from basic to advanced so there should be useful tools for the report newbies as well as the seasoned master chefs out there.
The Cookbook breaks down into two main areas: Technique Videos and Recipes
Reporting Technique Videos
These short videos look at individual functionality available in the OSvC Analytics tool, including how to configure the functionality plus any subtle tips and tricks. Think of these videos like the portions of the cookbook that covers how to brown burger and sweat garlic rather than the specific report recipe:
If there are functional areas in the ingredients list (aka list of Analytics functionality used) that you are not familiar with, simply click the link and watch the reporting technique video to learn about that specific functionality.
Report Recipes provide report descriptions and instructions, including:
The recipes are intended to show the use case (the "Why") and an expanded description for areas of the report you might get hung up on (the "What").
|Report Recipe||Description||Chef (Author)||Level|
|Using Report Management Module (RMM) To Find Reports||Learn about all the benefits of the RMM tool||Kenny T||Beginner|
|Incident Details Report w/ Formatting||(Agent Queue) - Incident view for report linking into Team Open Incident Summary||Kenny T||Beginner|
|Answer Effectiveness Macro View||Aggregate view of your KB performance||Joe Landers||Beginner|
|KCS Answer Citations by Group||Counts of the number of times accounts are using answers||Jeff Elser||Beginner|
|KCS Answer Citations by Author||Count by Answer ID of the number of times specific accounts are using answers||Jeff Elser||Beginner|
|Newest! Knowledge Advanced Questions and Sessions||This report allows Knowledge Advanced administrators to gain a clear understanding of the questions that users have asked on a daily basis.||Ramesh Manian||Intermediate|
|Consolidated Dashboard Layouts to Report on Multiple Metrics in a Single Data Grid||Utilize this little known dashboard trick to report multiple metrics in one data grid (previously difficult to do)||Mehrzad Kootar||Intermediate|
|Social Monitor SLA's||Measuring effectiveness of agents who respond to social data||Danette Beal and Ben Fisher||Intermediate|
|Incident Response Monitoring||Monitor the elapsed time since the last response to an incident||Jerremy T||Intermediate|
|Workspace/Workflow Usage by Profile||Shows which profiles are using a specific workspace/workflow.||Levi D||Intermediate|
|Incident Arrival Patterns||30 day rolling average of incident submits by hour.||Larry Chien||Intermediate|
|Open incident summary across the team rolled up by group||Kenny T||Intermediate|
|Answers Not Used||Multiple options for finding answers that are not used.||Dietrik||Intermediate|
|Incident Transactions Metrics Counts||Aggregation of multiple commonly used transactions||Bastiaan van der Kooij||Intermediate|
|Chat Summary w Graphs||Chats reporting with multiple graphs to see the arrivals, wait time and session time for chats||Carl Elliott||Intermediate|
|Top Keywords Trend||Shows the most used search keywords and their trend over the previous period||Bastiaan van der Kooij||Advanced|
|Time in Status (Transactions Calculation w/ Custom Script)||Calculation of time between status changes||Bastiaan van der Kooij||Advanced|
|Search in Answer Source (Using Custom Script)||Find answers by keyword using a custom script to parse the data||Bastiaan van der Kooij||Advanced|
|Hourly Incident Activity Today||Show the hourly flow of incidents into your call center.||Bastiaan van der Kooij||Advanced|
|Incident Alert Report - Comparing Today vs. Past Submits||Alert report when incidents created today breach a certain threshold.||Bastiaan van der Kooij||Advanced|
Let us discover the cool, new concepts (reports, column definitions, function usage, etc…) collectively, and help you develop a rounded understanding of our reporting platform.
The Fine Print:
Report recipes are donated resources. It is not the intent to have these resources supported by the report recipe creator, Oracle Technical Support and/or Oracle Product Management. These are “use-at-your-own-risk” resources that should be validated and reviewed for accuracy.
Report recipes posts will be locked for comments. If you have a question about a report recipe, start a new discussion post that contains your question and a link to the relevant report recipe.
Reports that include custom scripts should not contain malicious code that attempts to steal data from or cause harm to any other sites.
Users who import reports containing custom scripts will be prompted during the report import. If the recipe post does not mention a custom script select no on the import of the script and let us know (flag the post).
Reports that include custom scripts MUST be reviewed by an appropriate technical resource prior to running the report ensure that no malicious code is present. If any harmful code is found, please flag the post.
Any report configurations (column/filter definitions/custom scripts) or screenshots should have all references to personally identifiable information (PII) removed and/or blurred.
Although the reason for this cookbook is to teach and learn from those among us, some recipes will make sense to be added as canned reports when it addresses a use case across broad sets of customers.
Product Manager, Analytics