PEC-REP/Current/RPRT/HRCXIForiWD - Revision history

WikiSysop at 13:16, June 30, 2022

2022-06-30T13:16:40Z

Ed.jamer@genesys.com: Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

2021-11-09T20:29:28Z

Text replacement - "Genesys Engage [cC]loud" to "Genesys Multicloud CX"

Tony.gilchrist@genesys.com: Published

2021-04-16T13:05:19Z

Published

Tony.gilchrist@genesys.com: Published

2021-04-01T13:44:59Z

Published

Tgilchri: Published

2020-08-11T14:30:44Z

Published

Bgrenon: Published

2020-06-08T14:43:36Z

Published

New page

{{Article
|Standalone=No
|DisplayName=CX Insights for iWD reports and dashboards
|TocName=CX Insights for iWD reports and dashboards
|Context=Analyze activity in contact centers that use iWD Data Mart.
|ComingSoon=No
|Role=Administrator, Supervisor
|Application=Reporting, Reporting GCXI
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=This page describes reports in the '''CX Insights for iWD''' project, which is separate from the regular '''CX Insights''' project.

The '''CX Insights for iWD''' project '''Shared Reports''' folder contains just two folders: '''Custom''' and '''CX Insights for iWD''', the latter of which contains reports you can use to learn more about contact center interactions involving Genesys Info Mart and intelligent Workload Distribution (iWD).

Reports in the '''CX Insights for iWD''' folder are ready-to-use, but as always, can be modified to suit your specific business needs.

{{NoteFormat|Historical reporting reports only on the two highest levels of the Cloud iWD Category structure, which correspond to Departments and Processes.These are added to historical reporting as soon as the first interaction arrives. Subsequent Category name changes are not reported. Levels three and below do not appear in historical reports.}}

{{NoteFormat|Genesys recommends that when you create or customize reports, observe the following rules, to minimize problems:
* In any report, employ metrics and attributes from a single subfolder. Do not mix data from different subfolders.
* Select one or more Time attribute in every report.}}

==Access==
For information about how to access historical reports, see {{Link-SomewhereInThisManual|topic=HRCXIGetStarted|anchor=|display text=Generate and use historical reports}}.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=About iWD reports
|anchor=iWDReports
|alignment=Horizontal
|Media=Image
|image=HRCXIFolderiWD_Cloud.png
|structuredtext=The following reports are available in the '''CX Insights for iWD''' folder:

* {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDCptrPntBsnsVlu|displaytext=Capture Point Business Value Report}}
* {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDCptrPntDshbrd|display text=Capture Point Dashboard}}
* {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDCptrPntTskDrtn|displaytext=Capture Point Task Duration}}
* {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDCstrSgmtSrvcLvl|display text=Customer Segment Service Level Report}}
* {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDETLAuditDshbrd|display text=ETL Audit Dashboard}}
* {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDIntrDyPrcsDshBrd|display text=Intraday Process Dashboard}}
* {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDIntrDyPrcs|display text=Intraday Process Report}}
* {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDResPerfDshbrd|display text=Resource Performance Dashboard}}
* {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDResPerf|display text=Resource Performance Report}}
* {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDTskDtl|display text=Task Detail Report}}
* {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDTskWrkDtl|display text=Task Work Detail Report}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=General comments about the iWD reports
|anchor=comments
|alignment=Vertical
|Media=
|image=
|structuredtext=The information in this section can help you understand the CX Insights for iWD reports.
===Averages===
Averages in the reports that report <tt>0</tt> (zero) values indicate either <tt>0</tt> duration or <tt>0</tt> count. For example, Average Hold Time is calculated as: <tt>AverageHoldTime = Activity(HoldTime)/Activity(Hold) = 0</tt>, so an average hold time of <tt>0</tt> could signify either that interactions were placed on hold for <tt>0</tt> seconds, or that no interactions were placed on hold at all during the reporting interval.

===Comments on queues===
{{NoteFormat|The terms '''Queue''', '''QueueType''' and '''QueueTargetName''' appear in some reports but should be ignored for activity related to iWD in Cloud. Other terms that might appear in reporting but should be ignored are mentioned in the relevant report topic.}}
===Viewing the day's activities===
The accuracy of the reports for viewing the current day’s activities depends on when transformation and aggregation completes throughout a day and how soon you run the reports.

==Other reports==
{{NoteFormat|Genesys Info Mart Queue reports are not supported in Genesys CX Insights for iWD.}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Related topics
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=*Go back to the {{Link-SomewhereInThisManual|topic=HRCXIIncludedReports|anchor=top|display text=complete list of available reports}}.
*Learn how to {{Link-SomewhereInThisManual|topic=HRCXIReadReports|anchor=top|display text=understand and use reports}}.
*Learn how to {{Link-SomewhereInThisManual|topic=HRCXICustomizingReports|anchor=top|display text=create or customize reports}}.
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

@@ Line 58: / Line 58: @@
 ===Comments on queues===
-{{NoteFormat|The terms '''Queue''', '''QueueType''', and '''QueueTargetName''' appear in some reports but you can ignore them  for activity related to iWD in Genesys Engage Cloud. Other terms that appear in reporting but that you can ignore are mentioned in the relevant report topic.|}}
+{{NoteFormat|The terms '''Queue''', '''QueueType''', and '''QueueTargetName''' appear in some reports but you can ignore them  for activity related to iWD in Genesys Multicloud CX. Other terms that appear in reporting but that you can ignore are mentioned in the relevant report topic.|}}
 ===Viewing the day's activities===
 The accuracy of the reports for viewing the current day’s activities depends on when transformation and aggregation complete throughout a day and how soon you run the reports.

@@ Line 29: / Line 29: @@
 |alignment=Horizontal
 |Media=Image
-|image=HRCXIFolderiWD_Cloud.png
+|image=HRCXIFolderiWD Cloud2021.png
 |structuredtext=The following reports are available in the '''CX Insights for iWD''' folder:
@@ Line 38: / Line 38: @@
 *{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDCstrSgmtSrvcLvl|display text=Customer Segment Service Level Report}}
 *{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDETLAuditDshbrd|display text=ETL Audit Dashboard}}
 *{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDIntrDyPrcsDshBrd|display text=Intraday Process Dashboard}}
 *{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDIntrDyPrcs|display text=Intraday Process Report}}
 *{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDResPerfDshbrd|display text=Resource Performance Dashboard}}
 *{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDResPerf|display text=Resource Performance Report}}

@@ Line 67: / Line 67: @@
 }}{{Section
 |sectionHeading=Related topics
 |alignment=Vertical
 |structuredtext=*Go back to the {{Link-SomewhereInThisManual|topic=HRCXIIncludedReports|anchor=top|display text=complete list of available reports}}.
-*Learn how to {{Link-SomewhereInThisManual|topic=HRCXIReadReports|anchor=top|display text=understand and use reports}}.
+*Learn how to {{Link-SomewhereInThisManual|topic=HRCXIGetStarted|anchor=top|display text=generate historical reports}}.
 *Learn how to {{Link-SomewhereInThisManual|topic=HRCXICustomizingReports|anchor=top|display text=create or customize reports}}.
 |Status=No
 }}
 }}

@@ Line 11: / Line 11: @@
 |structuredtext=This page describes reports in the '''CX Insights for iWD''' project, which is separate from the regular '''CX Insights''' project.
-The '''CX Insights for iWD''' project '''Shared Reports''' folder contains just two folders: '''Custom''' and '''CX Insights for iWD''', the latter of which contains reports you can use to learn more about contact center interactions involving Genesys Info Mart and intelligent Workload Distribution (iWD).
+The '''CX Insights for iWD''' project '''Shared Reports''' folder contains just two folders: '''Custom''' and '''CX Insights for iWD'''. The '''CX Insights for iWD''' folder contains reports you can use to learn more about contact center interactions involving Genesys Info Mart and intelligent Workload Distribution (iWD).
 Reports in the '''CX Insights for iWD''' folder are ready-to-use, but as always, can be modified to suit your specific business needs.
-{{NoteFormat|Historical reporting reports only on the two highest levels of the Cloud iWD Category structure, which correspond to Departments and Processes.These are added to historical reporting as soon as the first interaction arrives. Subsequent Category name changes are not reported. Levels three and below do not appear in historical reports.}}
+{{NoteFormat|Historical reporting reports only on the two highest levels of the Cloud iWD Category structure, which correspond to Departments and Processes. These are added to historical reporting when the first interaction arrives. Subsequent Category name changes are not reported. Levels three and below do not appear in historical reports.|}}
 {{NoteFormat|Genesys recommends that when you create or customize reports, observe the following rules, to minimize problems:
 * In any report, employ metrics and attributes from a single subfolder.  Do not mix data from different subfolders.
-* Select one or more Time attribute in every report.}}
+* Select one or more Time attributes in every report.|}}
 ==Access==
-For information about how to access historical reports, see {{Link-SomewhereInThisManual|topic=HRCXIGetStarted|anchor=|display text=Generate and use historical reports}}.
+For more information about how to access historical reports, see {{Link-SomewhereInThisManual|topic=HRCXIGetStarted|anchor=|display text=Generate and use historical reports}}.
 |Status=No
 }}{{Section
@@ Line 55: / Line 55: @@
 |structuredtext=The information in this section can help you understand the CX Insights for iWD reports.
 ===Averages===
-Averages in the reports that report <tt>0</tt> (zero) values indicate either <tt>0</tt> duration or <tt>0</tt> count. For example, Average Hold Time is calculated as: <tt>AverageHoldTime = Activity(HoldTime)/Activity(Hold) = 0</tt>, so an average hold time of <tt>0</tt> could signify either that interactions were placed on hold for <tt>0</tt> seconds, or that no interactions were placed on hold at all during the reporting interval.
+Averages in the reports that report <tt>0</tt> (zero) values indicate either <tt>0</tt> duration or <tt>0</tt> count. For example, Average Hold Time is calculated as: <tt>AverageHoldTime = Activity(HoldTime)/Activity(Hold) = 0. A</tt>n average hold time of <tt>0</tt> could signify either that interactions were placed on hold for <tt>0</tt> seconds, or that no interactions were placed on hold at all during the reporting interval.
 ===Comments on queues===
-{{NoteFormat|The terms '''Queue''', '''QueueType''' and '''QueueTargetName''' appear in some reports but should be ignored for activity related to iWD in Cloud. Other terms that might appear in reporting but should be ignored are mentioned in the relevant report topic.}}
+{{NoteFormat|The terms '''Queue''', '''QueueType''', and '''QueueTargetName''' appear in some reports but you can ignore them  for activity related to iWD in Genesys Engage Cloud. Other terms that appear in reporting but that you can ignore are mentioned in the relevant report topic.|}}
 ===Viewing the day's activities===
-The accuracy of the reports for viewing the current day’s activities depends on when transformation and aggregation completes throughout a day and how soon you run the reports.
+The accuracy of the reports for viewing the current day’s activities depends on when transformation and aggregation complete throughout a day and how soon you run the reports.
 ==Other reports==

@@ Line 7: / Line 7: @@
 |Role=Administrator, Supervisor
 |Application=Reporting, Reporting GCXI
 |Section={{Section
 |alignment=Vertical
 |structuredtext=This page describes reports in the '''CX Insights for iWD''' project, which is separate from the regular '''CX Insights''' project.
@@ Line 28: / Line 23: @@
 ==Access==
 For information about how to access historical reports, see {{Link-SomewhereInThisManual|topic=HRCXIGetStarted|anchor=|display text=Generate and use historical reports}}.
 |Status=No
 }}{{Section
@@ Line 39: / Line 32: @@
 |structuredtext=The following reports are available in the '''CX Insights for iWD''' folder:
-* {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDCptrPntBsnsVlu|displaytext=Capture Point Business Value Report}}
+*{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDCptrPntBsnsVlu|displaytext=Capture Point Business Value Report}}
-* {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDCptrPntDshbrd|display text=Capture Point Dashboard}}
+*{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDCptrPntDshbrd|display text=Capture Point Dashboard}}
-* {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDCptrPntTskDrtn|displaytext=Capture Point Task Duration}}
+*{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDCptrPntTskDrtn|displaytext=Capture Point Task Duration}}
-* {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDCstrSgmtSrvcLvl|display text=Customer Segment Service Level Report}}
+*{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDCstmrSgmntSrvLvlDshbrd|display text=Customer Segment Service Level Dashboard}}
-* {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDETLAuditDshbrd|display text=ETL Audit Dashboard}}
+*{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDCstrSgmtSrvcLvl|display text=Customer Segment Service Level Report}}
-* {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDIntrDyPrcsDshBrd|display text=Intraday Process Dashboard}}
+*{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDETLAuditDshbrd|display text=ETL Audit Dashboard}}
-* {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDIntrDyPrcs|display text=Intraday Process Report}}
+*{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDIntrDyPrcsDshBrd|display text=Intraday Process Dashboard}}
-* {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDResPerfDshbrd|display text=Resource Performance Dashboard}}
+*{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDIntrDyPrcs|display text=Intraday Process Report}}
-* {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDResPerf|display text=Resource Performance Report}}
+*{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDResPerfDshbrd|display text=Resource Performance Dashboard}}
-* {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDTskDtl|display text=Task Detail Report}}
+*{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDResPerf|display text=Resource Performance Report}}
-* {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDTskWrkDtl|display text=Task Work Detail Report}}
+*{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDTskAgeDshbrd|display text=Task Age Dashboard}}
-|structuredtextwide=
+*{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDTskAgeRprt|display text=Task Age Report}}
-|FAQHeading=
+*{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDTskDtl|display text=Task Detail Report}}
 |Status=No
 }}{{Section
@@ Line 57: / Line 51: @@
 |anchor=comments
 |alignment=Vertical
 |structuredtext=The information in this section can help you understand the CX Insights for iWD reports.
 ===Averages===
@@ Line 70: / Line 62: @@
 ==Other reports==
 {{NoteFormat|Genesys Info Mart Queue reports are not supported in Genesys CX Insights for iWD.}}
 |Status=No
 }}{{Section
 |sectionHeading=Related topics
 |alignment=Vertical
 |structuredtext=*Go back to the {{Link-SomewhereInThisManual|topic=HRCXIIncludedReports|anchor=top|display text=complete list of available reports}}.
 *Learn how to {{Link-SomewhereInThisManual|topic=HRCXIReadReports|anchor=top|display text=understand and use reports}}.
 *Learn how to {{Link-SomewhereInThisManual|topic=HRCXICustomizingReports|anchor=top|display text=create or customize reports}}.
 |Status=No
 }}
 }}