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  • Comparing the weight, score, and computed score

    Environment: Answers Oracle B2C Service, All versions Resolution: In general, the weight field is calculated when a text search is performed to indicate how well the search text matches the contents...

  • Some of our incidents display in red in the list

    Environment: Incidents, Analytics Resolution: Data exceptions are included in the system incident reports to display escalated incidents as red. Within the report, you can configure how escalated...

  • Incident Field: Last Survey Score

    Environment: Workspaces, Surveys Outreach, Feedback Resolution: It is possible to add the Last Survey Score field to an incident or opportunity workspace so users can view the last survey score given...

  • Answer Ranking / Scoring

    Environment: Answers Oracle B2C Service Resolution: The score is calculated from the static score and the solved count from both customers and agents, including a combination of long-term and...

  • Updating Survey Scores

    Environment: Survey results, Exclude survey response Resolution: The current product functionality does not allow you to manually change the score of a survey. At this time, the only option...

  • Total survey score does not equal the total of the question scores for a survey

    Environment Surveys, Feedback, All Versions Issue When viewing survey results the following can be seen: "Note:The Survey Score is affected by other processes and does not equal the total of the...

  • Limit of Answers that can be created/stored on the console

    ENVIRONMENT: Answers RESOLUTION: There is currently no hard limit set for the number of Answers that can be created and stored in the Oracle B2C Service application. However, as the database grows in...

  • Read Logging

    Environment: November 2012 and newer releases, Incident Read Logging August 2018 and newer releases, Contact Read Logging Resolution: Read Logging functionality allows you to track every time an...

  • Storing and manipulating money (decimal) values in a custom field

    Environment: Custom Fields, Data Types Oracle B2C Service Versions 20C and earlier Resolution: The Decimal Custom Attribute Field Type has been added to versions 20D and later. For details on this...

  • Effect on answer score by end-user and staff activity

    Environment: Answer Score / Rating Resolution: By default, the answer score feature allows you to have up to 5 response settings for your end-users to rate how well a public answer met their needs...

Documentation (284)

  1. Link to a URL

    ChatRouted agentClientID = new ID(); agentClientID.setId( 25 ); request.setAgentClientID Last Updated: 02/08/2023

  2. Link to a URL

    RouteChatToQueue ); ID agentClientID = new ID(); agentClientID.setId( 25 ); ChatToQueueMsg request Last Updated: 02/08/2023

  3. Link to a URL

    ReportError = new ID(); agentClientID.setId( 25 ); message.setAgentClientID(agentClientID Last Updated: 02/08/2023

  4. Link to a URL

    Transactions Database Table Transaction Types Rule (21) Sent (24) Completed ( 25 ) Cloud Response Queued (37) Read (48) Cloud Response Received Last Updated: 11/13/2025

  5. Link to a URL

    Transactions Database Table Transaction Types Rule (21) Sent (24) Completed ( 25 ) Cloud Response Queued (37) Read (48) Cloud Response Received Last Updated: 09/09/2022

  6. Link to a URL

    Transactions Database Table Transaction Types Rule (21) Sent (24) Completed ( 25 ) Cloud Response Queued (37) Read (48) Cloud Response Received Last Updated: 06/16/2022

  7. Link to a URL

    Functions for Reports :SS. For example, the expression date_format('2013-11-25 22: 25 :00', 'DAY, MONTH DD, YYYY, HH12:MI PM Last Updated: 11/13/2025

  8. Link to a URL

    Functions for Reports :SS. For example, the expression date_format('2013-11-25 22: 25 :00', 'DAY, MONTH DD, YYYY, HH12:MI Last Updated: 09/09/2022

  9. Link to a URL

    Functions for Reports :SS. For example, the expression date_format('2013-11-25 22: 25 :00', 'DAY, MONTH DD, YYYY, HH12:MI Last Updated: 06/16/2022

  10. Link to a URL

    Filter results by product or category ;/h2>\n"; echo "<hr style=\"color:#f00;height: 25px ;background-color:#f00 Last Updated: 02/08/2023
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