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Knowledge Base (745)

  1. Reports have different totals for same group of data

    Answer: Environment: Analytics, Grouping Results Resolution: It is very important when adding aggregate columns to reports that you fully understand the data set being used. Especially in cases where...

  2. Using 'OR' logic with business rules

    Answer: Environment: Business Rules Oracle B2C Service Resolution: You can create rules that use OR criteria within the rule. This includes both selecting multiple items from a drop-down menu (product 1 OR...

  3. FCRR statistic in the Agent Effectiveness report

    Answer: Environment: Analytics, Incidents Resolution: The First Contact Resolution Rate (FCRR) is a statistic included in the Agent Effectiveness report to indicate how effectively incidents are being...

  4. Adding Google +1 ( Plus One) tags on Customer Portal

    Answer: Environment :   Customer Portal Versions: 2.x.x & 3.x.x Resolution : In order to add the Google +1 button, you can replace the 'SocialBookmarkLink' code in the 'answers/detail.php' file with...

  5. All dates set to 1/0/1900 12:00:00 AM or "########" after exporting to Excel

    Answer: Environment: Agent Desktop, Incidents Oracle B2C Service Issue: I exported report results to Excel and enabled the "Convert all dates into Excel-formatted dates" option.  However, in...
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Documentation (2963)

  1. Link to a URL

    What to Do When Answers Aren’t Visible When Answers Aren’ t Visible If an answer, or a section within an answer, that you want your Last Updated: 09/09/2022

  2. Link to a URL

    Create a New Rule to Hide or Mask Sensitive Information or Mask Sensitive Information Create a rule to ensure that the user's sensitive information doesn’ t Last Updated: 06/13/2023

  3. Link to a URL

    View Session Use Use The Service Usage Metrics Session reports show you the number of tier 1 , tier 2, and tier 3 Last Updated: 09/09/2022

  4. Link to a URL

    Nonversioned Associated Objects and Answer Fields objects that aren’ t versioned in answers. Providing Feedback We encourage you to provide feedback Last Updated: 09/09/2022

  5. Link to a URL

    Per Centum Engine, each unique visitor is assigned a random number between 1 and 100. This is a server-side Last Updated: 06/13/2023
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