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

WikiSysop at 23:04, June 29, 2022

2022-06-29T23:04:53Z

Tgilchri: Published

2022-01-25T17:04:18Z

Published

Tony.gilchrist@genesys.com: Published

2021-08-24T18:56:00Z

Published

Tony.gilchrist@genesys.com: Published

2021-04-01T13:47:36Z

Published

Tony.gilchrist@genesys.com: Published

2021-02-11T20:22:27Z

Published

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

2020-07-25T02:33:11Z

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

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

2020-07-15T11:46:09Z

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

Sbogard: Published

2020-06-15T09:22:46Z

Published

Tgilchri: Published

2020-06-12T14:10:49Z

Published

Bgrenon: Published

2020-06-08T16:47:09Z

Published

@@ Line 132: / Line 132: @@
 {{!}}-
 {{!}}}
-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 [https://docs.genesys.com/Documentation/GCXI/9.0.0/PG/Welcome]''{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=GCXIMCPRG|topic=IWD|display text=Genesys CX Insights Multicloud Projects Reference Guide}}''.
 |Status=No
 }}
 }}

@@ Line 15: / Line 15: @@
 |alignment=Horizontal
 |Media=Image
-|image=HRCXIiWDResourcePerformance cloud.png
+|image=HRCXIiWDResourcePerformance_Cloud11-21.png
 |structuredtext=This report summarizes a resource’s handling of tasks by process over a specified time interval. It provides the total number of tasks that the resource accepted, as well as the shortest, longest, and average amounts of time that it took the resource to handle them.
 To get a better idea of what this report looks like, view sample output from the report:<br />
-{{Repository|SampleResourcePerformanceReport.pdf||SampleResourcePerformanceReport.pdf}}
+{{Repository|SampleResourcePerformanceReport_Cloud11-21.pdf||SampleResourcePerformanceReport.pdf}}
 |Status=No
 }}{{Section
@@ Line 52: / Line 52: @@
 {{!}}Interaction Type
 {{!}}Optionally, select one or more interaction types for which to gather data into the report.
 {{!}}-
 {{!}}}
@@ Line 83: / Line 92: @@
 {{!}}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 15: / Line 15: @@
 |alignment=Horizontal
 |Media=Image
-|image=HRCXIResourcePerformance_cloud.png
+|image=HRCXIiWDResourcePerformance cloud.png
 |structuredtext=This report summarizes a resource’s handling of tasks by process over a specified time interval. It provides the total number of tasks that the resource accepted, as well as the shortest, longest, and average amounts of time that it took the resource to handle them.
 To get a better idea of what this report looks like, view sample output from the report:<br />
-{{Repository|SampleResourcePerformanceReport_cloud.pdf||SampleResourcePerformanceReport.pdf}}
+{{Repository|SampleResourcePerformanceReport.pdf||SampleResourcePerformanceReport.pdf}}
 |Status=No
 }}{{Section
@@ Line 44: / Line 44: @@
 {{!}}Optionally, select a business process on which to focus the report.
 {{!}}-
-{{!}}Employee ID
+{{!}}Agent Name
-{{!}}Optionally, select the employee identifier of the agent on which to focus the report.
+{{!}}Optionally, select the name of the agent on which to focus the report.
 {{!}}-
 {{!}}Media Type
@@ Line 78: / Line 78: @@
 {{!}}Enables data to be organized by interaction subtype.
 {{!}}-
-{{!}}Employee ID
+{{!}}Agent Name
-{{!}}Enables data to be organized by the employee identifier of the agent.
+{{!}}Enables data to be organized by agent name.
 {{!}}-
 {{!}}Day

@@ Line 44: / Line 44: @@
 {{!}}Optionally, select a business process on which to focus the report.
 {{!}}-
-{{!}}Resource ID
+{{!}}Employee ID
-{{!}}Optionally, select a resource (usually an agent) on which to focus the report.
+{{!}}Optionally, select the employee identifier of the agent on which to focus the report.
 {{!}}-
 {{!}}Media Type
@@ Line 78: / Line 78: @@
 {{!}}Enables data to be organized by interaction subtype.
 {{!}}-
-{{!}}Resource ID
+{{!}}Employee ID
-{{!}}Enables data to be organized by the unique identifier of each resource (usually an agent).
+{{!}}Enables data to be organized by the employee identifier of the agent.
 {{!}}-
 {{!}}Day

@@ Line 6: / Line 6: @@
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |alignment=Vertical
 |structuredtext=This page describes how you (as a team leader, manager, or business user) can use the ('''CX Insights for iWD''' folder) > '''Resource Performance Report''' to understand how resources <!--(employees or bots)-->handle tasks over specific time periods. Gaining insights and the variability of performance for each process, department, and days the resource worked.
 |Status=No
 }}{{Section
@@ Line 22: / Line 15: @@
 |alignment=Horizontal
 |Media=Image
-|image=HRCXIResourcePerformance.png
+|image=HRCXIResourcePerformance_cloud.png
 |structuredtext=This report summarizes a resource’s handling of tasks by process over a specified time interval. It provides the total number of tasks that the resource accepted, as well as the shortest, longest, and average amounts of time that it took the resource to handle them.
 To get a better idea of what this report looks like, view sample output from the report:<br />
-{{Repository|SampleResourcePerformanceReport.pdf||SampleResourcePerformanceReport.pdf}}
+{{Repository|SampleResourcePerformanceReport_cloud.pdf||SampleResourcePerformanceReport.pdf}}
 |Status=No
 }}{{Section
@@ Line 34: / Line 25: @@
 |anchor=PromptsintheResourcePerformanceReport
 |alignment=Vertical
 |structuredtext={{{!}}
 !'''Prompt'''
@@ Line 57: / Line 46: @@
 {{!}}Resource ID
 {{!}}Optionally, select a resource (usually an agent) on which to focus the report.
 {{!}}-
 {{!}}}
 |Status=No
 }}{{Section
@@ Line 66: / Line 59: @@
 |anchor=AttributesintheResourcePerformanceReport
 |alignment=Vertical
 |structuredtext={{{!}}
 !'''Attribute'''
@@ Line 77: / Line 68: @@
 {{!}}Process
 {{!}}Enables data to be organized by the name of the business process. The business process name is a core attribute that is used to define strategies for how to route tasks and work items.
 {{!}}-
 {{!}}Resource ID
@@ Line 85: / Line 85: @@
 {{!}}-
 {{!}}}
 |Status=No
 }}{{Section
@@ Line 92: / Line 90: @@
 |anchor=MetricsintheResourcePerformanceReport
 |alignment=Vertical
 |structuredtext={{{!}}
 !'''Metric'''
@@ Line 119: / Line 115: @@
 {{!}}}
 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 5: / Line 5: @@
 |Context=Examine key task-handling metrics for each agent / resource.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Prereq=
 |Section={{Section

@@ Line 118: / 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''].</onlyinclude>
+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''].
 |structuredtextwide=
 |FAQHeading=

@@ Line 57: / Line 57: @@
 {{!}}Resource ID
 {{!}}Optionally, select a resource (usually an agent) on which to focus the report.
 {{!}}-
 {{!}}}
@@ Line 74: / Line 71: @@
 !'''Attribute'''
 !'''Description'''
 {{!}}-
 {{!}}Department<!--(was Not present in GI2)-->
 {{!}}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. The business process name is a core attribute that is used to define strategies for how to route tasks and work items.
 {{!}}-
 {{!}}Resource ID
 {{!}}Enables data to be organized by the unique identifier of each resource (usually an agent).
 {{!}}-
 {{!}}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 109: / Line 97: @@
 !'''Metric'''
 !'''Description'''
 {{!}}-
 {{!}}Accepted
 {{!}}For completed tasks, the total number of tasks that were assigned to this resource during the reporting interval.
 {{!}}-
 {{!}}Finished
 {{!}}The total number of tasks that were completed during the reporting interval.
 {{!}}-
 {{!}}Handle Time (Fmt)
 {{!}}The total amount of time, in seconds, that this resource worked on tasks before finishing them. This duration is measured as the difference between the time when the resource is assigned to a task, and the time when the task is finished.
 Note that the act of a resource finishing a task within the iWD system does not, in and of itself, mark the task Completed—one of three states that indicate task finalization. A task can  have multiple work items. This metric considers active as well as completed tasks in its computation.
 {{!}}-
 {{!}}Avg Handle Time (Fmt)
 {{!}}The average amount of time that this resource (for example, an agent) worked on tasks before finishing them. Note that the act of a resource finishing a task within the iWD system does not, in and of itself, mark the task Completed—one of three states that indicate task finalization. This metric considers active as well as completed tasks in its computation.
 {{!}}-
 {{!}}Min Handle Time (Fmt)
 {{!}}The shortest amount of time that this resource worked a task before finishing it. Finishing a task within the iWD system does not necessarily imply that the task was Completed—one of three states that indicate task finalization. This metric considers active as well as completed tasks in its computation.
 {{!}}-
 {{!}}Max Handle Time (Fmt)
 {{!}}The longest amount of time that this resource worked on a task before finishing it. Finishing a task within the iWD system does not necessarily imply that the task was Completed—one of three states that indicate task finalization. This measure considers active as well as completed tasks in its computation.
 {{!}}-
 {{!}}}
-</onlyinclude>
+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''].</onlyinclude>
 |structuredtextwide=
 |FAQHeading=
@@ Line 146: / Line 124: @@
 }}
 }}

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

WikiSysop at 23:04, June 29, 2022

Tgilchri: Published

Tony.gilchrist@genesys.com: Published

Tony.gilchrist@genesys.com: 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"

Sbogard: Published

Tgilchri: Published

Bgrenon: Published

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

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