Task Work Detail Report

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

Analyze tasks that involve more than one agent / resource.


Important
Capture Point Name metrics appear in this report but should be ignored.

This page describes how you can use the (CX Insights for iWD folder) > Task Work Detail Report to learn more about tasks that involved more than one employee, the names of the queues that distributed the tasks to the employees, and more.

Understanding the Task Work Detail Report

This is a detail report; because of the volume of data that this report could potentially generate, Genesys recommends that you:

  • Restrict the Start Time and End Time user prompts to the narrowest range that satisfies your report criteria. The default hour selections span one day.
  • Refine other prompts to the minimum dataset that is required.

Some report columns round durations to the nearest minute, whereas time-bound metrics are provided to the nearest second.

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

SampleTaskWorkDetailReport.pdf

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 in the Task Work Detail 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 Time Choose the first day and time from which to gather report data.
End Time 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 Channel Optionally, select a media channel on which to focus the report.
Source Tenant Note: This field is reserved for future use. Optionally, select a source tenant on which to focus the report.
Employee ID Optionally, select the employee identifier of the agent on which to focus the report.
Customer ID Optionally, select a customer ID on which to focus the report.
Capture ID Optionally, select a capture ID on which to focus the report.
Interaction ID Optionally, select an Interaction ID on which to focus the report.
Media Type Optionally, select one or more media types for which to gather data into the report.
Interaction Type Optionally, select one or more interaction types for which to gather data into the report.

Attributes in the Task Work Detail Report

Attribute Description
Assign Date Enables data to be organized by the date, in YYYY-MM-DD, on which a task was assigned to the agent.
Day of Year Enables data to be organized by the day of the year when the work started.
Source Process Enables data to be organized by the name of the source-system process—for example, Order.
Source Process Subtype Subtype of the process—for example, Activation.
Start Date Time Enables data to be organized by the 15-minute interval during which this record was created.
Assign Time Enables data to be organized by the time of day at which the task was assigned to the agent.
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. The business process name is a core attribute that is used to define strategies for how to route tasks and work items.
Category Enables data to be organized by the descriptive name of the category.
Product Enables data to be organized by the type of the product.
Product Subtype Enables data to be organized by the subtype of the product.
Media Type Enables data to be organized by media type.
Interaction Type Enables data to be organized by interaction type.
Interaction Subtype Enables data to be organized by interaction subtype.
Media Channel Enables data to be organized by the name of the media channel through which a task is received.
Employee ID Enables data to be organized by the employee identifier of the agent.
Assign Date Time Enables data to be organized by the date and time when the task was assigned to the agent.
Finish Date Time Enables data to be organized by the date and time when the task was finished by the agent.
Customer Segment Enables data to be organized by the descriptive name of the customer segment.
Customer ID Enables data to be organized by the customer ID, which is an extended attribute of a task or work item that the source system assigns.
Result Code Enables data to be organized by the descriptive name of the result code.
Priority Enables data to be organized by the priority assigned to the task.
Interaction ID Enables data to be organized by the task ID, which is a unique value within a single Interaction Server database.
Capture ID Enables data to be organized by the ID of the task capture as issued by the originating source system.
Assign Task Event ID Enables data to be organized by the ID, taken from the Interaction Server event log, that corresponds to the event at which the task was assigned to agent.
Finish Task Event ID Enables data to be organized by the ID, taken from the Interaction Server event log, that corresponds to the event at which an agent finished working on the task.
Is Abandon Enables data to be organized by whether a task was abandoned: 0 indicates that the task was not abandoned (status finished). 1 indicates that the task was abandoned.
Source Tenant Note: This field is reserved for future use. Enables data to be organized by the name of the tenant from the source system.
Process Custom Dim Attribute 1-5 These five attributes enable data to be organized by the type of custom dimension.
Department Custom Dim Attribute 1-5 These five attributes enable data to be organized by the type of custom dimension.
Tenant Custom Dim Attribute 1-5 These five attributes enable data to be organized by the type of custom dimension.

Metrics in the Task Work Detail Report

Metric Description
Work Time The total amount of time that elapsed between the moment when the agent was assigned a task and the moment when the agent completed the task.

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.