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

WikiSysop at 08:00, June 29, 2022

2022-06-29T08:00:50Z

Tgilchri: Published

2022-01-25T17:03:37Z

Published

Tony.gilchrist@genesys.com: Published

2021-02-11T20:21:58Z

Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:33:21Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:46:27Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Tgilchri: Published

2020-06-12T14:05:32Z

Published

Bgrenon: Published

2020-06-08T16:47:18Z

Published

Bgrenon: Published

2020-06-08T15:20:41Z

Published

Bgrenon: Published

2020-06-08T14:37:19Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Capture Point Task Duration Report
|TocName=Capture Point Task Duration Report
|Context=Identify and plan remediation for bottlenecks in the system.
|ComingSoon=No
|Platform=PureEngage
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=This page describes how you (as a business user or technical business user) can use the ('''CX Insights for iWD''' folder) > '''Capture Point Task Duration Report''' to identify and plan remediation for bottlenecks in the system. The technical business user can then tune routing strategies and associated business rules in order to reduce bottlenecks and routing milestones. This is particularly useful if you base distribution strategies or business operations around the point (the capture point) through which tasks enter the iWD system.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Understanding the Capture Point Task Duration Report
|anchor=HRCXICapturePointTaskDurationReport
|alignment=Horizontal
|Media=Image
|image=HRCXICapturePointTaskDuration.png
|structuredtext=This report breaks down the overall average duration time that is spent to complete tasks (from inception within the presource system to termination within iWD) into average task durations at defined milestones along a task’s routed path for each capture point.

To get a better idea of what this report looks like, view sample output from the report:<br />
{{Repository|SampleCapturePointTaskDurationReport.pdf||SampleCapturePointTaskDurationReport.pdf}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Prompts in the Capture Point Task Duration Report
|anchor=PromptsintheCapturePointTaskDurationReport
|alignment=Vertical
|Media=
|image=
|structuredtext={{{!}}
!'''Prompt'''
!'''Description'''
{{!}}-
{{!}}Pre-set Date 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.
{{!}}-
{{!}}Capture Point
{{!}}Optionally, select a Capture Point on which to focus the report.
{{!}}-
{{!}}Tenant
{{!}}Optionally, select a tenant on which to focus the report.
{{!}}-
{{!}}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Attributes in the Capture Point Task Duration Report
|anchor=AttributesintheCapturePointTaskDurationReport
|alignment=Vertical
|Media=
|image=
|structuredtext={{{!}}
!'''Attribute'''
!'''Description'''
!'''Data Mart Table.Column'''
{{!}}-
{{!}}Tenant
{{!}}Enables data within the reporting interval to be organized by tenant.
{{!}}TENANT.TENANT_NAME
{{!}}-
{{!}}Department
{{!}}Enables data to be organized by the name of the department for which iWD prioritizes and routes tasks.
{{!}}DEPARTMENT.DEPARTMENT_NAME
{{!}}-
{{!}}Capture Point
{{!}}Enables data to be organized by the name of the capture point that acquired tasks from the source system.
{{!}}CAPTURE_POINT.CAPTURE_POINT_NAME
{{!}}-
{{!}}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.
{{!}}PROCESS.PROCESS_NAME
{{!}}-
{{!}}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.
{{!}}DATE_TIME.LABEL_YYYY_MM_DD
{{!}}-
{{!}}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Metrics in the Capture Point Task Duration Report
|anchor=MetricsintheCapturePointTaskDurationReport
|alignment=Vertical
|Media=
|image=
|structuredtext={{{!}}
!'''Metric'''
!'''Description'''
!'''Source or Calculation'''
{{!}}-
{{!}}New
{{!}}Number of new tasks that were submitted to iWD during the given time interval. Tasks are counted only after they have been classified.
{{!}}TASK_CAPT_FACT.NEW_TASK_COUNT
{{!}}-
{{!}}Finished
{{!}}The total number of tasks that entered the iWD system through this capture point and were completed during the reporting interval.
{{!}}IWD_AGG_TASK_CAPT_[Y,Q,M,W,D,H,15].CMPL_TASK_COUNT
{{!}}-
{{!}}Avg Handle Time (Fmt)
{{!}}For tasks that entered the iWD system through this capture point, the average amount of time that resources worked on the tasks before completing them.
{{!}}Calculated based on the value of the Handle Time and Finished metrics, where:

*Handle Time is: IWD_AGG_TASK_CAPT_[Y,Q,M,W,D,H,15].CMPL_TASK_WORK_TIME
*Finished is: IWD_AGG_TASK_CAPT_[Y,Q,M,W,D,H,15].CMPL_TASK_COUNT
{{!}}-
{{!}}Avg Accept Time (Fmt)
{{!}}For completed tasks that entered the iWD system through this capture point, the average amount of time that elapsed before the tasks were assigned to a resource for the first time. This metric reflects how long, on average, tasks were backlogged.
{{!}}Calculated based on the value of the Accept Time and Finished metrics, where:

*Accept Time is: IWD_AGG_TASK_CAPT_[Y,Q,M,W,D,H,15].CMPL_TASK_ASSIGN_TIME
*Finished is: IWD_AGG_TASK_CAPT_[Y,Q,M,W,D,H,15].CMPL_TASK_COUNT
{{!}}-
{{!}}Avg Finish Time (Fmt)
{{!}}For tasks that entered the iWD system through this capture point, the average amount of time that elapsed before the tasks were completed. This measure includes the time that tasks were backlogged as well as work time.
{{!}}Calculated based on the value of the Finish Time and Finished metrics, where:

*Finish Time is: IWD_AGG_TASK_CAPT_[Y,Q,M,W,D,H,15].CMPL_TASK_COMPLETE_TIME
*Finished is: IWD_AGG_TASK_CAPT_[Y,Q,M,W,D,H,15].CMPL_TASK_COUNT
{{!}}-
{{!}}Avg Source System Time (Fmt)
{{!}}For completed tasks that entered the iWD system through this capture point, the average amount of time the tasks spent in the preceding system before they were created within iWD.
{{!}}Calculated based on the Source System Time and Finished metrics, where:

*Source System Time is: IWD_AGG_TASK_CAPT_[Y,Q,M,W,D,H,15].CMPL_TASK_SRC_TIME
*Finished is: IWD_AGG_TASK_CAPT_[Y,Q,M,W,D,H,15].CMPL_TASK_COUNT
{{!}}-
{{!}}Avg Pre-Source System Time (Fmt)
{{!}}For completed tasks that entered the iWD system through this capture point, the average amount of time the tasks spent in the presource system.
{{!}}Calculated based on to the Pre Source System Time and Finished metrics, where:

*Pre Source System Time is: IWD_AGG_TASK_CAPT_[Y,Q,M,W,D,H,15].CMPL_TASK_PRE_SRC_TIME
*Finished is: IWD_AGG_TASK_CAPT_[Y,Q,M,W,D,H,15].CMPL_TASK_COUNT
{{!}}-
{{!}}}
</onlyinclude>
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}
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:

@@ Line 15: / Line 15: @@
 |alignment=Horizontal
 |Media=Image
-|image=HRCXICapturePointTaskDuration_cloud.png
+|image=HRCXICapturePointTaskDuration_Cloud11-21.png
 |structuredtext=This report breaks down the overall average duration time that is spent to complete tasks (from inception within the presource system to termination within iWD) into average task durations at defined milestones along a task’s routed path for each capture point.
 To get a better idea of what this report looks like, view sample output from the report:<br />
-{{Repository|SampleCapturePointTaskDurationReport_cloud.pdf||SampleCapturePointTaskDurationReport.pdf}}
+{{Repository|SampleCapturePointTaskDurationReport_Cloud11-21.pdf||SampleCapturePointTaskDurationReport.pdf}}
 |Status=No
 }}{{Section
@@ Line 49: / Line 49: @@
 {{!}}Media Type
 {{!}}Optionally, select one or more media types for which to gather data into the report.
 {{!}}-
 {{!}}}
@@ Line 80: / Line 89: @@
 {{!}}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.
 {{!}}DATE_TIME.LABEL_YYYY_MM_DD
 {{!}}-
 {{!}}}

@@ Line 68: / Line 68: @@
 !'''Attribute'''
 !'''Description'''
 {{!}}-
 {{!}}Department<!--(Was not present in the GI2 report)-->
 {{!}}Enables data to be organized by the name of the department for which iWD prioritizes and routes tasks.
 {{!}}-
 {{!}}Capture Point
 {{!}}Enables data to be organized by the name of the capture point that acquired tasks from the source system.
 {{!}}-
 {{!}}Process<!--(Was not present in the GI2 report)-->
 {{!}}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.
 {{!}}-
 {{!}}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.
 {{!}}-
 {{!}}Category Level&nbsp;3
 {{!}}Enables data to be organized by the 3rd category level.
 {{!}}-
 {{!}}Category Level&nbsp;4
 {{!}}Enables data to be organized by the 4th category level.
 {{!}}-
 {{!}}Category Level&nbsp;5
 {{!}}Enables data to be organized by the 5th category level.
 {{!}}-
 {{!}}}
@@ Line 111: / Line 102: @@
 !'''Metric'''
 !'''Description'''
 {{!}}-
 {{!}}Finished
-{{!}}The total number of tasks that entered the iWD system through this capture point and were completed during the reporting interval.
+{{!}}The total number of tasks that entered the iWD system through this capture point and were finished during the reporting interval.
 {{!}}-
-{{!}}Avg Handle Time (Fmt)
+{{!}}Avg Handle Time
 {{!}}For tasks that entered the iWD system through this capture point, the average amount of time that resources worked on the tasks before completing them.
 {{!}}-
-{{!}}Avg Accept Time (Fmt)
+{{!}}Avg Accept Time
-{{!}}For completed tasks that entered the iWD system through this capture point, the average amount of time that elapsed before the tasks were assigned to a resource for the first time. This metric reflects how long, on average, tasks were backlogged.
+{{!}}For finished tasks, the average amount of time, in seconds, before a task was assigned for the first time. This is calculated as the (task-assigned – task-creation) timestamp for finished tasks during the given time interval. This measure reflects how long tasks were backlogged before they were assigned to an agent.
 {{!}}-
-{{!}}Avg Finish Time (Fmt)
+{{!}}Avg Finish Time
-{{!}}For tasks that entered the iWD system through this capture point, the average amount of time that elapsed before the tasks were completed. This measure includes the time that tasks were backlogged as well as work time.
+{{!}}The average amount of time, in seconds, before a task was finished. This is calculated as the (task-completed – task-creation) timestamp for finished tasks during the given time interval. Like CMPL_TASK_AVG_ASSIGN_TIME, this measure reflects the time that tasks were backlogged as well as work time.
 {{!}}-
-{{!}}Avg Source System Time (Fmt)
+{{!}}Avg Source System Time
-{{!}}For completed tasks that entered the iWD system through this capture point, the average amount of time the tasks spent in the preceding system before they were created within iWD.
+{{!}}For finished tasks that entered the iWD system through this capture point, the average amount of time the tasks spent in the preceding system before they were created within iWD.
 {{!}}-
-{{!}}Avg Pre-Source System Time (Fmt)
+{{!}}Avg Pre-Source System Time
-{{!}}For completed tasks that entered the iWD system through this capture point, the average amount of time the tasks spent in the presource system.
+{{!}}For finished tasks that entered the iWD system through this capture point, the average amount of time the tasks spent in the pre-source system.
 {{!}}-
 {{!}}}
-</onlyinclude>
+===Custom metrics===
 |Status=No
 }}
 }}

@@ Line 6: / Line 6: @@
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |alignment=Vertical
 |structuredtext=This page describes how you (as a business user or technical business user) can use the ('''CX Insights for iWD''' folder) > '''Capture Point Task Duration Report''' to identify and plan remediation for bottlenecks in the system. The technical business user can then tune routing strategies and associated business rules in order to reduce bottlenecks and routing milestones. This is particularly useful if you base distribution strategies or business operations around the point (the capture point) through which tasks enter the iWD system.
 |Status=No
 }}{{Section
@@ Line 22: / Line 15: @@
 |alignment=Horizontal
 |Media=Image
-|image=HRCXICapturePointTaskDuration.png
+|image=HRCXICapturePointTaskDuration_cloud.png
 |structuredtext=This report breaks down the overall average duration time that is spent to complete tasks (from inception within the presource system to termination within iWD) into average task durations at defined milestones along a task’s routed path for each capture point.
 To get a better idea of what this report looks like, view sample output from the report:<br />
-{{Repository|SampleCapturePointTaskDurationReport.pdf||SampleCapturePointTaskDurationReport.pdf}}
+{{Repository|SampleCapturePointTaskDurationReport_cloud.pdf||SampleCapturePointTaskDurationReport.pdf}}
 |Status=No
 }}{{Section
@@ Line 34: / Line 25: @@
 |anchor=PromptsintheCapturePointTaskDurationReport
 |alignment=Vertical
 |structuredtext={{{!}}
 !'''Prompt'''
@@ Line 57: / Line 46: @@
 {{!}}Capture Point
 {{!}}Optionally, select a Capture Point on which to focus the report.
 {{!}}-
 {{!}}}
 |Status=No
 }}{{Section
@@ Line 66: / Line 56: @@
 |anchor=AttributesintheCapturePointTaskDurationReport
 |alignment=Vertical
 |structuredtext={{{!}}
 !'''Attribute'''
@@ Line 84: / Line 72: @@
 {{!}}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.
 {{!}}PROCESS.PROCESS_NAME
 {{!}}-
 {{!}}Day
@@ Line 90: / Line 82: @@
 {{!}}-
 {{!}}}
 |Status=No
 }}{{Section
@@ Line 97: / Line 87: @@
 |anchor=MetricsintheCapturePointTaskDurationReport
 |alignment=Vertical
 |structuredtext={{{!}}
 !'''Metric'''
@@ Line 149: / Line 137: @@
 {{!}}}
 </onlyinclude>
 |Status=No
 }}
 }}

@@ Line 5: / Line 5: @@
 |Context=Identify and plan remediation for bottlenecks in the system.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Prereq=
 |Section={{Section

@@ Line 26: / Line 26: @@
 To get a better idea of what this report looks like, view sample output from the report:<br />
-{{RepositoryTemp|SampleCapturePointTaskDurationReport.pdf|388578225697|SampleCapturePointTaskDurationReport.pdf}}
+{{Repository|SampleCapturePointTaskDurationReport.pdf||SampleCapturePointTaskDurationReport.pdf}}
 |structuredtextwide=
 |FAQHeading=

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

WikiSysop at 08:00, June 29, 2022

Tgilchri: Published

Tony.gilchrist@genesys.com: Published

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Tgilchri: Published

Bgrenon: Published

Bgrenon: Published

Bgrenon: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"