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

WikiSysop at 23:04, June 29, 2022

2022-06-29T23:04:46Z

WikiSysop at 08:15, June 29, 2022

2022-06-29T08:15:50Z

Tgilchri: Published

2022-01-25T17:04:00Z

Published

Tony.gilchrist@genesys.com: Published

2021-09-24T18:38:42Z

Published

Tony.gilchrist@genesys.com: Published

2021-09-24T18:31:25Z

Published

Tony.gilchrist@genesys.com: Published

2021-02-11T20:22:20Z

Published

Tgilchri: Published

2020-07-22T13:04:16Z

Published

Tgilchri: Published

2020-06-12T14:09:02Z

Published

Bgrenon: Published

2020-06-08T16:43:36Z

Published

Bgrenon: Published

2020-06-08T15:13:09Z

Published

@@ Line 146: / Line 146: @@
 {{!}}-
 {{!}}}
-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/Welcome ''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 105: / Line 105: @@
 !'''Metric'''
 !'''Description'''
 {{!}}-
 {{!}}Finished
-{{!}}The total number of tasks of this classification that were completed during the reporting interval.
+{{!}}The total number of tasks of this classification that were finished during the reporting interval.
 {{!}}-
 {{!}}% Finished
-{{!}}The percentage of tasks of this classification that were completed during the reporting interval.
+{{!}}The percentage of tasks of this aggregate that were finished during the reporting interval.
 {{!}}-
 {{!}}Finished Overdue
 {{!}}The total number of completed tasks of this classification that were overdue during the reporting interval.
 {{!}}-
-{{!}}% Finished Overdue
+{{!}}% Completed Overdue
 {{!}}The percentage of completed tasks of this classification that were overdue during the reporting interval.
 {{!}}-
-{{!}}Pending
+{{!}}Canceled
-{{!}}The current number of tasks that were pending (where the task status is not Completed, Rejected, Canceled or Expired) at the end of the reporting interval.
+{{!}}The total number of tasks of this classification that were canceled during the reporting interval.
 {{!}}-
-{{!}}Pending Overdue
+{{!}}Canceled Autocompleted
-{{!}}The current number of pending tasks that were overdue at the end of the reporting interval. A task is considered overdue when the Service-Level Agreement (SLA) due date/time has been missed.
+{{!}}The total number of tasks of this classification that were automatically canceled during the reporting interval.
 {{!}}-
-{{!}}Avg Finish Time (Fmt)
+{{!}}% Canceled Autocompleted
-{{!}}The average amount of time that elapsed before agents completed tasks of this classification. This metric includes the time that tasks were backlogged, as well as work time.
+{{!}}The percentage of automatically canceled tasks of the total number of tasks that have been finished.
 {{!}}-
-{{!}}Avg Handle Time (Fmt)
+{{!}}Avg Finish Time
-{{!}}The average amount of time that agents worked on tasks of this classification before the tasks were completed.
+{{!}}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. Similar to CMPL_TASK_AVG_ASSIGN_TIME, this measure reflects.
 {{!}}-
-{{!}}Avg Accept Time (Fmt)
+{{!}}Avg Handle Time
-{{!}}For completed tasks, the average amount of time that elapsed within the iWD system before tasks of this classification were assigned to a resource for the first time. This metric reflects how long, on average, tasks were backlogged.
+{{!}}The average amount of agent work time (finished – assigned), in seconds, for finished tasks during the given time interval.
 {{!}}-
 {{!}}}
@@ Line 140: / Line 149: @@
 |Status=No
 }}{{Section
 |sectionHeading=Customizing attributes
 |anchor=customizingattributes
@@ Line 146: / Line 154: @@
 |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 12: / Line 12: @@
 |alignment=Horizontal
 |Media=Image
-|image=HRCXIIntradayProcessReport_cloud.png
+|image=HRCXIIntradayProcessReport_Cloud11-21.png
 |structuredtext=This page describes how you (as a manager, business user, workforce planning user, or team leader) can use the ('''CX Insights for iWD''' folder) > '''Intraday Process Report''' to view information about the performance of historical and pending work items, to learn more about sources of backlog, about throughput, and to understand how often tasks become overdue before they are finished.
 |structuredtextwide=This report provides a count of the completed iWD tasks that were overdue and the counts, percentages, and averages of completed iWD tasks, and breaks down the average amount of time it took to complete tasks using three metrics:
@@ Line 24: / Line 24: @@
 To get a better idea of what this report looks like, view sample output from the report:
-{{Repository|SampleIntradayProcessReport_cloud.pdf||SampleIntradayProcessReport.pdf}}
+{{Repository|SampleIntradayProcessReport_Cloud11-21.pdf||SampleIntradayProcessReport.pdf}}
 {{NoteFormat|If you plan to customize this report, be sure to first read the important information in {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDIntrDyPrcs|anchor=customizingattributes|display text=Customizing attributes}}. Failure to do so can cause incorrect totals to appear in the report.|}}
@@ Line 55: / Line 55: @@
 {{!}}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 126: / Line 126: @@
 |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 25: / Line 25: @@
 {{Repository|SampleIntradayProcessReport_cloud.pdf||SampleIntradayProcessReport.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:
@@ Line 102: / Line 104: @@
 {{!}}-
 {{!}}Pending
-{{!}}The current number of tasks that were pending (where the task status is Queued, Assigned, or Held) at the end of the reporting interval.
+{{!}}The current number of tasks that were pending (where the task status is not Completed, Rejected, Canceled or Expired) at the end of the reporting interval.
 {{!}}-
 {{!}}Pending Overdue
@@ Line 118: / Line 120: @@
 {{!}}}
 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/Welcome ''Genesys CX Insights Projects Reference Guide''].
 |Status=No
 }}
 }}

@@ Line 7: / Line 7: @@
 |Role=Administrator, Supervisor
 |Application=Reporting, Reporting GCXI
 |Section={{Section
 |sectionHeading=Understanding the Intraday Process Report
@@ Line 13: / Line 12: @@
 |alignment=Horizontal
 |Media=Image
-|image=HRCXIIntradayProcessReport.png
+|image=HRCXIIntradayProcessReport_cloud.png
 |structuredtext=This page describes how you (as a manager, business user, workforce planning user, or team leader) can use the ('''CX Insights for iWD''' folder) > '''Intraday Process Report''' to view information about the performance of historical and pending work items, to learn more about sources of backlog, about throughput, and to understand how often tasks become overdue before they are finished.
 |structuredtextwide=This report provides a count of the completed iWD tasks that were overdue and the counts, percentages, and averages of completed iWD tasks, and breaks down the average amount of time it took to complete tasks using three metrics:
@@ Line 25: / Line 24: @@
 To get a better idea of what this report looks like, view sample output from the report:
-{{Repository|SampleIntradayProcessReport.pdf||SampleIntradayProcessReport.pdf}}
+{{Repository|SampleIntradayProcessReport_cloud.pdf||SampleIntradayProcessReport.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:
 |Status=No
 }}{{Section
@@ Line 34: / Line 32: @@
 |anchor=Prompts
 |alignment=Vertical
 |structuredtext={{{!}}
 !'''Prompt'''
@@ Line 54: / Line 50: @@
 {{!}}Process
 {{!}}Optionally, select a business process on which to focus the report.
 {{!}}-
 {{!}}}
 |Status=No
 }}{{Section
@@ Line 63: / Line 60: @@
 |anchor=Attributes
 |alignment=Vertical
 |structuredtext={{{!}}
 !'''Attribute'''
@@ Line 74: / Line 69: @@
 {{!}}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.
 {{!}}-
 {{!}}Day
@@ Line 79: / Line 77: @@
 {{!}}-
 {{!}}}
 |Status=No
 }}{{Section
@@ Line 86: / Line 82: @@
 |anchor=Metrics
 |alignment=Vertical
 |structuredtext={{{!}}
 !'''Metric'''
@@ Line 124: / Line 118: @@
 {{!}}}
 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/Welcome ''Genesys CX Insights Projects Reference Guide''].
 |Status=No
 }}
 }}

@@ Line 21: / Line 21: @@
 *Avg Handle Time &mdash; measuring the average amount of time that resources worked on tasks.
-The report also provides a snapshot of the task backlog for a day or reporting interval, providing detailed information about how many tasks are currently pending, how many tasks are currently overdue, and how many of the completed tasks were overdue. Data is organized by day, tenant, department, and by business process.
+The report also provides a snapshot of the task backlog for a day or reporting interval, providing detailed information about how many tasks are currently pending, how many tasks are currently overdue, and how many of the completed tasks were overdue. Data is organized by day, department, and by business process.
 To get a better idea of what this report looks like, view sample output from the report: