What administration reports are available to help me oversee how our site is configured?
Oracle Service Cloud, All versions
Several standard reports are included to assist administrators in viewing how elements and items are configured in you site. For example, you can run a report to see a list and the contents of your standard text responses. You can also run a report to review all of the disabled staff accounts.
These reports are accessed from the path: Reports Explorer > Public Reports > Common > Site Administration. The Site Administration folder includes several sub-folders which house the specific reports. Just some are listed below.
Note: You can copy the site administration reports and then modify the copy to meet your specific business needs. This allows you to add or remove filters or columns as appropriate for your site configuration.
|Communication Configuration folder
Service Mailboxes: lists the service mailboxes configured in your site. Mailboxes are listed by interface. The default mailbox for each interface has a blue flag. The report lists the display name and the From and Reply To email addresses as well as whether outgoing and incoming email is allowed.
|Content Library folder
Standard Text: lists the standard text responses configured in your site. Standard text items are listed alphabetically by the folder they are in (if folders exist). The report also lists the type of standard text (incident, chat, and/or rule) and the contents of the Value and HTML Value fields.
When the report is first generated all folders are expanded. To collapse the report to list just the folders, click the button to the left of the Name header.
Variables: lists the variables configured for your site. Variables are listed alphabetically based on the folder they are in (if folders exist). For multiple interfaces, the content of each variable is listed in separate columns.
|Custom Fields folder
Custom Fields: lists the custom fields configured in your site by the type of custom field such as answer, incident, contact, or task. Custom fields are listed by the associated record type and also by the folder the field is located in (if folders exist).
The report lists the database column name and the type of field (such as date, integer, menu, or text area) and also indicates whether the field is required by default and if it is indexed.
Note: The field is flagged as required if the Required field is enabled when you edit and configure the custom field. Ultimately, the workspace used by the staff member controls whether the field is required when the staff member uses the workspace.
|Customizable Menus folder
Countries and Provinces: lists the countries and states or provinces for each country in your site.
Non-utilized Reports: by default, lists custom reports and dashboards that have not been run in the previous six months. Custom reports have a report ID > 10,000, which is the default value for the Report ID run-time filter in the report.
Report Schedules: lists the scheduled reports configured in your site. Includes the name of the both the scheduled report and the name of the report so that you can easily determine which reports are sent automatically to staff.
Utilized Reports: lists which reports have been run within the time period you specify (by default, within the last week). Includes who last ran the report and how many times it was run within the time period specified. This allows you to determine which types of reports are most useful within your site.
|Sales Processes folder
Sales Periods: lists the sales periods configured in your site by interface and period type. Includes the start and end dates for each sales period.
Strategies: lists the strategies and stages configured in your site. Each stage includes the status, forecast, and forecast percentage.
|Staff Management folder
Accounts by Profile Permission: allows you to search for staff accounts based on profile privileges they have. For example, you can set the run-time filter to be Answer Edit for the Service Permissions to view which staff members can edit answers. The results list the staff account, profile, and staff group.
For a complete list of staff accounts, profiles, and their staff group, enable all permissions in the run-time filters.
Disabled Accounts: list which staff accounts are disabled in at least one of four categories:
Disabled from assignment
Disabled from reports
Also lists which staff profile and group for each account.
Logged in Staff Accounts: lists which staff accounts are currently logged in to the application. Includes when they logged in and how long they have been logged in.
Profile Permissions by Account: lists the staff accounts, profiles, group and profile permissions based on the run-time filters you select.
Profiles per Workspace: lists the workspaces in each interface and gives the count of the profiles and accounts that use that workspace.
Workspace per Profile: lists the profiles that allow access to each interface and lists which workspaces are specified in each profile.
For more information regarding these and other reports, you can generate a Catalog of Reports. This provides names, path locations, and descriptions of each report. For information on how to generate this, refer to the 'Catalog of Reports' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.