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

WikiSysop at 23:04, June 29, 2022

2022-06-29T23:04:43Z

WikiSysop at 08:00, June 29, 2022

2022-06-29T08:00:58Z

Tgilchri: Published

2022-01-25T17:03:54Z

Published

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

2021-11-09T20:28:49Z

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

Tony.gilchrist@genesys.com: Published

2021-09-24T18:39:03Z

Published

Tony.gilchrist@genesys.com: Published

2021-09-24T18:32:31Z

Published

Tony.gilchrist@genesys.com: Published

2021-04-01T13:43:56Z

Published

New page

{{Article
|Standalone=No
|DisplayName=Inbound Intraday Email Process Report
|TocName=Inbound Intraday Email Process Report
|Context=Analyze the volume of iWD email tasks that are added, completed, or in process during a specified time period.
|ComingSoon=No
|Platform=GenesysEngage-Cloud
|Role=Administrator, Supervisor
|Application=Reporting, Reporting GCXI
|Section={{Section
|alignment=Horizontal
|Media=Image
|image=HRCXIiWDInbndIntrDyEml_cloud.png
|structuredtext=Use the ('''CX Insights for iWD''' > '''Email''' folder) > '''Inbound Intraday Email Process Report''' to easily compare the number of new, pending, and completed email message interactions for each department and process.

Note that Genesys Engage cloud offers two email solutions: '''Email classic''' and Genesys '''Engage cloud Email'''. This report is applicable for users of Genesys '''Engage cloud Email'''. To learn more about the difference between the two, see {{Link-Standalone|topic=PEC-Email/HIW|display text=How email works}}. If you are not sure which you have, talk to your administrator.
|structuredtextwide=To get a better idea of what this report looks like, view sample output from the report:
{{Repository|SampleInboundIntradayEmailProcessReport.pdf||Sample Inbound Intraday Email Process Report.pdf|PDF sample of 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:
|Status=No
}}{{Section
|sectionHeading=Prompts for the Inbound Intraday Email Process Report
|alignment=Vertical
|structuredtext=<br />
{{{!}}
!'''Prompt'''
!'''Description'''
{{!}}-
{{!}}Pre-set Date Filter
{{!}}Choose a Date Range from the list of preset options. This prompt overrides the Start Date and End Date values.
{{!}}-
{{!}}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 one or more departments from which to gather data for the report.
{{!}}-
{{!}}Process
{{!}}Optionally, select one or more processes from which to gather data for the report.
{{!}}-
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Attributes used in the Inbound Intraday Email Process Report
|alignment=Vertical
|structuredtext=<br />
{{{!}}
!'''Attribute'''
!'''Description'''
{{!}}-
{{!}}Department
{{!}}Enables data to be organized by the department in which the interaction was handled.
{{!}}-
{{!}}Process
{{!}}Enables data to be organized by the type of process or application.
{{!}}-
{{!}}Interaction Subtype
{{!}}Enables data to be organized by the interaction's subtype.
{{!}}-
{{!}}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.
{{!}}-
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Metrics used in the Inbound Intraday Email Process Report
|alignment=Vertical
|structuredtext=<br />
{{{!}}
!'''Metric'''
!'''Description'''
{{!}}-
{{!}}New
{{!}}The number of new tasks that were submitted from email during the reporting interval.
{{!}}-
{{!}}Pending
{{!}}The number of email messages that were in the process of being sent at the end of the reporting interval.
{{!}}-
{{!}}Completed
{{!}}The number of email tasks that were completed or were sent to customer 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 [https://docs.genesys.com/Documentation/GCXI/9.0.0/PG/iWD ''Genesys CX Insights Projects Reference Guide''].
|Status=No
}}
}}

@@ Line 124: / Line 124: @@
 {{!}}Finished Agent
 {{!}}The total number of tasks of this classification that were finished (completed or canceled) during the reporting interval for tasks where an agent was involved.
-{{!}}}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 [https://docs.genesys.com/Documentation/GCXI/9.0.0/PG/iWD ''Genesys CX Insights Projects Reference Guide''].
+{{!}}}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 ''{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=GCXIMCPRG|topic=IWD|display text=Genesys CX Insights Multicloud Projects Reference Guide}}''.
 |Status=No
 }}{{Section

@@ Line 95: / Line 95: @@
 !'''Description'''
 {{!}}-
-{{!}}New
+{{!}}Canceled
-{{!}}The number of new tasks that were submitted from email during the reporting interval.
+{{!}}The total number of email tasks of this classification that were canceled (manually and automatically) during the reporting interval.
 {{!}}-
-{{!}}Pending
+{{!}}Canceled Autocompleted
-{{!}}The number of email messages that were in the process of being sent at the end of the reporting interval.
+{{!}}The total number of email tasks of this classification that were automatically canceled during the reporting interval.
 {{!}}-
 {{!}}Completed
-{{!}}The number of email tasks that were completed or were sent to customer during the reporting interval.
+{{!}}The total number of email 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 [https://docs.genesys.com/Documentation/GCXI/9.0.0/PG/iWD ''Genesys CX Insights Projects Reference Guide''].
 |Status=No
-}}
+}}{{Section
 |sectionHeading=Customizing attributes
 |anchor=customizingattributes
@@ Line 113: / Line 132: @@
 |structuredtext=[[File:CustomizationWithPending.png|thumbnail|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.

@@ Line 93: / Line 93: @@
 |anchor=customizingattributes
 |alignment=Vertical
-|structuredtext=[[File:CustomizationWithPending.png|thumbnail|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'''.
+|structuredtext=[[File:CustomizationWithPending.png|thumbnail|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''').

@@ Line 11: / Line 11: @@
 |alignment=Horizontal
 |Media=Image
-|image=HRCXIiWDInbndIntrDyEml_cloud.png
+|image=HRCXIiWDInbndIntrDyEml_Cloud11-21.png
 |structuredtext=Use the ('''CX Insights for iWD''' > '''Email''' folder) > '''Inbound Intraday Email Process Report''' to easily compare the number of new, pending, and completed email message interactions for each department and process.
 Note that Genesys Multicloud CX offers two email solutions: '''Email classic''' and Genesys '''Engage cloud Email'''. This report is applicable for users of Genesys '''Engage cloud Email'''. To learn more about the difference between the two, see {{Link-Standalone|topic=PEC-Email/HIW|display text=How email works}}. If you are not sure which you have, talk to your administrator.
 |structuredtextwide=To get a better idea of what this report looks like, view sample output from the report:
-{{Repository|SampleInboundIntradayEmailProcessReport.pdf||Sample Inbound Intraday Email Process Report.pdf|PDF sample of the report.}}
+{{Repository|SampleInboundIntradayEmailProcessReport_Cloud11-21.pdf||Sample Inbound Intraday Email Process Report.pdf}}
 {{NoteFormat|If you plan to customize this report, be sure to first read the important information in {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDInbndIntrDyEml|anchor=customizingattributes|display text=Customizing attributes}}. Failure to do so can cause incorrect totals to appear in the report.|}}
@@ Line 44: / Line 44: @@
 {{!}}Process
 {{!}}Optionally, select one or more processes from which to gather data for the report.
 {{!}}-
 {{!}}}
@@ Line 66: / Line 75: @@
 {{!}}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.
 {{!}}-
 {{!}}}