Task Age Report

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This topic is part of the manual Historical Reporting with Genesys CX Insights for version Current of Reporting.

Explore the volume of tasks that fail to meet Service Level Agreements.

Understanding the Task Age Report

Use the (CX Insights for iWD folder) > Task Age Report to better understand how well each department and process is meeting Service Level Agreements. This report provides detailed information about the volume of tasks that are handled within the defined Service Level interval, and the volume that breach the Service Level Agreement for departments and processes.

This report provides detailed information about the volume of tasks that are handled within the defined Service Level interval, and the volume that breach the Service Level Agreement for departments and processes.

To get a better idea of what this report looks like, view sample output from the report: SampleTaskAgeReport.pdf

Important
If you plan to customize this report, be sure to first read the important information in Customizing attributes. Failure to do so can cause incorrect totals to appear in the report.

The following tables explain the prompts you can select when you generate the report, and the metrics and attributes that are represented in the report:

Prompts for the Task Age Report

Prompt Description
Pre-set Day Filter Choose from the convenient list of predefined rolling time ranges, spanning one day or more, over which to run the report.
Start Date Choose the first day and time from which to gather report data.
End Date Choose the last day and time from which to gather report data.
Department Optionally, select a department on which to focus the report.
Process Optionally, select a business process on which to focus the report.
Media Type Optionally, select one or more media types for which to gather data into the report.

Attributes used in the Task Age Report

Attribute Description
Department Enables data to be organized by the name of the department for which iWD prioritizes and routes tasks.
Process Enables data to be organized by the name of the business process, which is a core attribute of tasks and work items that define strategies for how to route them.
Media Type Enables data to be organized by media type.
Age Range 1 day Enables data within the reporting interval to be organized by the age of the task, where age has a granularity of exactly 1 day ranges. The attribute contains non-overlapping ranges like 0-1 day, 1-2 day, 3-4 day, and so on. For information about customizing ranges, see Customizing the dashboard.
Day Enables data within the reporting interval to be organized by a particular day within a month and year. Day values are presented in YYYY-MM-DD format.

Metrics used in the Task Age Report

Metric Description
Pending The current number of tasks that were pending (where the task status is not Completed, Rejected, Canceled or Expired) at the end of the reporting interval.
Pending Overdue The current number of pending tasks that were overdue at the end of the reporting interval. A task is considered overdue when the Service-Level Agreement (SLA) due date/time has been missed.
Finished The total number of tasks of this classification that were completed during the reporting interval.

To view more detailed information about the metrics and attributes in this report, and other metrics and attributes that can be used to customize reports, see the Genesys CX Insights Projects Reference Guide.

Customizing attributes

Ensure that the attributes in the grid match those in the REPORT OBJECTS list
If you customize this report, you must ensure that the attributes listed in REPORT OBJECTS matches the attributes used in the report grid, as shown in the figure Ensure that the attributes in the grid match those in the REPORT OBJECTS list.

This means that:

  • To remove an attribute from the report, you must do so by clicking Remove from Report, (not Remove from Grid).
  • To add a new attribute, you must add it both to the REPORT OBJECTS list, and to the report grid.

If you do not follow these steps, the totals for the Pending\Pending Overdue metrics may be displayed incorrectly.