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

WikiSysop at 08:00, June 29, 2022

2022-06-29T08:00:55Z

Tgilchri: Published

2022-01-25T17:03:47Z

Published

Tony.gilchrist@genesys.com: Published

2021-02-11T20:22:12Z

Published

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

2020-07-25T02:31:17Z

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

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

2020-07-15T11:45:43Z

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

Tgilchri: Published

2020-06-12T14:05:48Z

Published

Bgrenon: Published

2020-06-08T16:45:32Z

Published

Bgrenon: Published

2020-06-08T15:16:19Z

Published

Bgrenon: Published

2020-06-08T14:40:39Z

Published

Bgrenon: Published

2020-06-08T14:21:34Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Customer Segment Service Level Report
|TocName=Customer Segment Service Level Report
|Context=Examine whether SLAs are being met for each customer segment.
|ComingSoon=No
|Platform=PureEngage
|Prereq=
|Section={{Section
|sectionHeading=
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=This page describes how you (as a team leader or business user) can use the ('''CX Insights for iWD''' folder) > '''Customer Segment Service Level Report''' to learn more about the number of new tasks, number of completed tasks and percentage of all tasks that were completed during the reporting interval, by day, by customer segment, and by business process.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Understanding the Customer Segment Service Level Report
|anchor=HRCXICustomerSegmentServiceLevelReport
|alignment=Horizontal
|Media=Image
|image=HRCXICustomerSegmentServiceLevel.png
|structuredtext=This report provides the count and percentage of tasks that were completed during the reporting interval by customer segment and business process allowing you to compare achievements against objectives that you might have preset with a focus on different customer segments.

To get a better idea of what this report looks like, view sample output from the report:<br />
{{RepositoryTemp|SampleCustomerSegmentServiceLevelReport.pdf|388578176710|SampleCustomerSegmentServiceLevelReport.pdf}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Prompts in the Customer Segment Service Level Report
|anchor=PromptsintheCustomerSegmentServiceLevelReport
|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 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.
{{!}}-
{{!}}Customer Segment
{{!}}Optionally, select a Customer Segment on which to focus the report.
{{!}}-
{{!}}Tenant
{{!}}'''Note: This field is reserved for future use.''' Optionally, select a tenant on which to focus the report.
{{!}}-
{{!}}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Attributes in the Customer Segment Service Level Report
|anchor=AttributesintheCustomerSegmentServiceLevelReport
|alignment=Vertical
|Media=
|image=
|structuredtext={{{!}}
!'''Attribute'''
!'''Description'''
{{!}}-
{{!}}Tenant
{{!}}'''Note: This field is reserved for future use.''' Enables data within the reporting interval to be organized by tenant.
{{!}}-
{{!}}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.
{{!}}-
{{!}}Customer Segment
{{!}}Enables data to be organized by the customer segment, which is an extended attribute of a task or work item that is assigned by the source system.
{{!}}-
{{!}}Product
{{!}}Enables data to be organized by the type of product.
{{!}}-
{{!}}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.
{{!}}-
{{!}}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Metrics in the Customer Segment Service Level Report
|anchor=MetricsintheCustomerSegmentServiceLevelReport
|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_CLASSIF_FACT.NEW_TASK_COUNT
{{!}}-
{{!}}Finished
{{!}}The total number of tasks of this classification that were completed during the reporting interval.
{{!}}IWD_AGG_TASK_CLASSIF_[Y,Q,M,W,D,H,15].CMPL_TASK_COUNT
{{!}}-
{{!}}% Finished
{{!}}The percentage of tasks of this classification that were completed during the reporting interval.
{{!}}Calculated based on the Finished and Pending metrics, where:

*Finished is: IWD_AGG_TASK_CLASSIF_[Y,Q,M,W,D,H,15].CMPL_TASK_COUNT
*Pending is: IWD_AGG_TASK_CLASSIF_[Y,Q,M,W,D,H,15].TOTAL_PENDING_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 105: / Line 105: @@
 !'''Metric'''
 !'''Description'''
 {{!}}-
-{{!}}New<!--(Not present in GI2 report. )-->
+{{!}}Finished
-{{!}}Number of new tasks that were submitted to iWD during the given time interval. Tasks are counted only after they have been classified.
+{{!}}The total number of tasks of this classification that were finished (canceled and completed) during the reporting interval.
-{{!}}TASK_CLASSIF_FACT.NEW_TASK_COUNT
+{{!}}-
 {{!}}-
-{{!}}Finished
+{{!}}Completed
 {{!}}The total number of tasks of this classification that were completed during the reporting interval.
 {{!}}-
-{{!}}% Finished
+{{!}}Canceled
-{{!}}The percentage of tasks of this classification that were completed during the reporting interval.
+{{!}}The total number of tasks of this classification that were canceled during the reporting interval.
-{{!}}Calculated based on the Finished and Pending metrics, where:
+{{!}}-
+{{!}}Canceled Autocompleted
-*Finished is: IWD_AGG_TASK_CLASSIF_[Y,Q,M,W,D,H,15].CMPL_TASK_COUNT
+{{!}}The total number of tasks of this classification that were automatically canceled during the reporting interval.
-*Pending is:  IWD_AGG_TASK_CLASSIF_[Y,Q,M,W,D,H,15].TOTAL_PENDING_TASK_COUNT
+{{!}}-
 {{!}}-
 {{!}}}
-</onlyinclude>
+===Custom metrics===
 |Status=No
 }}
 }}

@@ Line 15: / Line 15: @@
 |alignment=Horizontal
 |Media=Image
-|image=HRCXICustomerSegmentServiceLevel_cloud.png
+|image=HRCXICustomerSegmentServiceLevel_Cloud11-21.png
 |structuredtext=This report provides the count and percentage of tasks that were completed during the reporting interval by customer segment and business process allowing you to compare achievements against objectives that you might have preset with a focus on different customer segments.
 To get a better idea of what this report looks like, view sample output from the report:<br />
-{{Repository|SampleCustomerSegmentServiceLevelReport_cloud.pdf||SampleCustomerSegmentServiceLevelReport.pdf}}
+{{Repository|SampleCustomerSegmentServiceLevelReport_Cloud11-21.pdf||SampleCustomerSegmentServiceLevelReport.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 77: / Line 86: @@
 {{!}}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.
 {{!}}-
 {{!}}}

@@ Line 6: / Line 6: @@
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |alignment=Vertical
 |structuredtext=This page describes how you (as a team leader or business user) can use the ('''CX Insights for iWD''' folder) > '''Customer Segment Service Level Report''' to learn more about the number of new tasks, number of completed tasks and percentage of all tasks that were completed during the reporting interval, by day, by customer segment, and by business process.
 |Status=No
 }}{{Section
@@ Line 22: / Line 15: @@
 |alignment=Horizontal
 |Media=Image
-|image=HRCXICustomerSegmentServiceLevel.png
+|image=HRCXICustomerSegmentServiceLevel_cloud.png
 |structuredtext=This report provides the count and percentage of tasks that were completed during the reporting interval by customer segment and business process allowing you to compare achievements against objectives that you might have preset with a focus on different customer segments.
 To get a better idea of what this report looks like, view sample output from the report:<br />
-{{Repository|SampleCustomerSegmentServiceLevelReport.pdf||SampleCustomerSegmentServiceLevelReport.pdf}}
+{{Repository|SampleCustomerSegmentServiceLevelReport_cloud.pdf||SampleCustomerSegmentServiceLevelReport.pdf}}
 |Status=No
 }}{{Section
@@ Line 34: / Line 25: @@
 |anchor=PromptsintheCustomerSegmentServiceLevelReport
 |alignment=Vertical
 |structuredtext={{{!}}
 !'''Prompt'''
@@ Line 57: / Line 46: @@
 {{!}}Customer Segment
 {{!}}Optionally, select a Customer Segment on which to focus the report.
 {{!}}-
 {{!}}}
 |Status=No
 }}{{Section
@@ Line 66: / Line 56: @@
 |anchor=AttributesintheCustomerSegmentServiceLevelReport
 |alignment=Vertical
 |structuredtext={{{!}}
 !'''Attribute'''
@@ Line 77: / Line 65: @@
 {{!}}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.
 {{!}}-
 {{!}}Customer Segment
@@ Line 88: / Line 79: @@
 {{!}}-
 {{!}}}
 |Status=No
 }}{{Section
@@ Line 95: / Line 84: @@
 |anchor=MetricsintheCustomerSegmentServiceLevelReport
 |alignment=Vertical
 |structuredtext={{{!}}
 !'''Metric'''
@@ Line 119: / Line 106: @@
 {{!}}}
 </onlyinclude>
 |Status=No
 }}
 }}

@@ Line 5: / Line 5: @@
 |Context=Examine whether SLAs are being met for each customer segment.
 |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|SampleCustomerSegmentServiceLevelReport.pdf|388578176710|SampleCustomerSegmentServiceLevelReport.pdf}}
+{{Repository|SampleCustomerSegmentServiceLevelReport.pdf||SampleCustomerSegmentServiceLevelReport.pdf}}
 |structuredtextwide=
 |FAQHeading=

PEC-REP/Current/RPRT/HRCXIiWDCstrSgmtSrvcLvl - 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

Bgrenon: Published

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

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