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

WikiSysop at 23:05, June 29, 2022

2022-06-29T23:05:00Z

WikiSysop at 08:15, June 29, 2022

2022-06-29T08:15:58Z

Tgilchri: Published

2022-01-25T17:04:25Z

Published

Tony.gilchrist@genesys.com: Published

2021-09-24T18:39:10Z

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Tony.gilchrist@genesys.com: Published

2021-09-24T18:33:17Z

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Tony.gilchrist@genesys.com: Published

2021-04-01T14:03:57Z

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Tony.gilchrist@genesys.com: Published

2021-02-11T20:22:49Z

Published

Tgilchri: Published

2020-08-11T14:30:04Z

Published

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{{Article
|Standalone=No
|DisplayName=Task Age Report
|TocName=Task Age Report
|Context=Explore the volume of tasks that fail to meet Service Level Agreements.
|ComingSoon=No
|Role=Administrator, Supervisor
|Application=Reporting, Reporting GCXI
|Section={{Section
|sectionHeading=Understanding the Task Age Report
|anchor=TaskAgeReport
|alignment=Horizontal
|Media=Image
|image=HRCXIiWDTskAgeRprt.png
|structuredtext=Use the ('''CX Insights for iWD''' folder) > '''Task Age Report''' to better understand how well each department and process is meeting Service Level Agreements. This report provides detailed information about the volume of tasks that are handled within the defined Service Level interval, and the volume that breach the Service Level Agreement for departments and processes.

This report provides detailed information about the volume of tasks that are handled within the defined Service Level interval, and the volume that breach the Service Level Agreement for departments and processes.
|structuredtextwide=To get a better idea of what this report looks like, view sample output from the report:

{{Repository|SampleTaskAgeReport.pdf||SampleTaskAgeReport.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
|sectionHeading=Prompts for the Task Age Report
|anchor=Prompts
|alignment=Vertical
|structuredtext={{{!}}
!'''Prompt'''
!'''Description'''
{{!}}-
{{!}}Pre-set Day 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.
{{!}}-
{{!}}}
|Status=No
}}{{Section
|sectionHeading=Attributes used in the Task Age Report
|anchor=Attributes
|alignment=Vertical
|structuredtext={{{!}}
!'''Attribute'''
!'''Description'''
{{!}}-
{{!}}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.
{{!}}-
{{!}}Age Range 1 day
{{!}}Enables data within the reporting interval to be organized by the age of the task, where age is defined in 1 day ranges. For example: 0-1 day, 1-2 day, 3-4 day. For information about customizing ranges, see {{Link-SomewhereInThisManual|topic=HRCXIiWDCptrPntDshbrd|anchor=customizing|display text=Customizing the dashboard}}.
{{!}}-
{{!}}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 Task Age Report
|anchor=Metrics
|alignment=Vertical
|structuredtext={{{!}}
!'''Metric'''
!'''Description'''
{{!}}-
{{!}}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.
{{!}}-
{{!}}Pending Overdue
{{!}}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.
{{!}}-
{{!}}Finished
{{!}}The total number of 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/Welcome ''Genesys CX Insights Projects Reference Guide''].
|Status=No
}}
}}

@@ Line 122: / Line 122: @@
 {{!}}Completed
 {{!}}The total number of tasks that entered the iWD system through this capture point and were completed during the reporting finished 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''].
+{{!}}}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]''{{Link-AnywhereElse|product=PEC-REP|version=Current|manual=GCXIMCPRG|topic=IWD|display text=Genesys CX Insights Multicloud Projects Reference Guide}}''.
 |Status=No
 }}{{Section

@@ Line 102: / Line 102: @@
 !'''Description'''
 {{!}}-
-{{!}}Pending
+{{!}}Finished
-{{!}}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 finished (canceled and completed) 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 email tasks of this classification that were automatically canceled during the reporting interval.
 {{!}}-
-{{!}}Finished
+{{!}}Canceled NON Autocompleted
-{{!}}The total number of tasks of this classification that were completed during the reporting interval.
+{{!}}The total number of canceled tasks in this classification that were not automatically canceled during the reporting period.
 {{!}}-
-{{!}}}
+{{!}}Completed
-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''].
+{{!}}The total number of tasks that entered the iWD system through this capture point and were completed during the reporting finished interval.
 |Status=No
-}}
+}}{{Section
 |sectionHeading=Customizing attributes
 |anchor=customizingattributes
@@ Line 121: / Line 130: @@
 |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=HRCXIiWDTskAgeRprt_cloud.png
+|image=HRCXIiWDTskAgeRprt_Cloud11-21.png
 |structuredtext=Use the ('''CX Insights for iWD''' folder) > '''Task Age Report''' to better understand how well each department and process is meeting Service Level Agreements. This report provides detailed information about the volume of tasks that are handled within the defined Service Level interval, and the volume that breach the Service Level Agreement for departments and processes.
 This report provides detailed information about the volume of tasks that are handled within the defined Service Level interval, and the volume that breach the Service Level Agreement for departments and processes.
 |structuredtextwide=To get a better idea of what this report looks like, view sample output from the report:
-{{Repository|SampleTaskAgeReport_cloud.pdf||SampleTaskAgeReport.pdf}}
+{{Repository|SampleTaskAgeReport_Cloud11-21.pdf||SampleTaskAgeReport.pdf}}
 {{NoteFormat|If you plan to customize this report, be sure to first read the important information in {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDTskAgeRprt|anchor=customizingattributes|display text=Customizing attributes}}. Failure to do so can cause incorrect totals to appear in the report.|}}
@@ Line 48: / Line 48: @@
 {{!}}Media Type
 {{!}}Optionally, select one or more media types for which to gather data into the report.
 {{!}}-
 {{!}}}
@@ Line 73: / Line 82: @@
 {{!}}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 101: / Line 101: @@
 |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 12: / Line 12: @@
 |alignment=Horizontal
 |Media=Image
-|image=HRCXIiWDTskAgeRprt.png
+|image=HRCXIiWDTskAgeRprt_cloud.png
 |structuredtext=Use the ('''CX Insights for iWD''' folder) > '''Task Age Report''' to better understand how well each department and process is meeting Service Level Agreements. This report provides detailed information about the volume of tasks that are handled within the defined Service Level interval, and the volume that breach the Service Level Agreement for departments and processes.
@@ Line 18: / Line 18: @@
 |structuredtextwide=To get a better idea of what this report looks like, view sample output from the report:
-{{Repository|SampleTaskAgeReport.pdf||SampleTaskAgeReport.pdf}}
+{{Repository|SampleTaskAgeReport_cloud.pdf||SampleTaskAgeReport.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 44: / Line 44: @@
 {{!}}Process
 {{!}}Optionally, select a business process on which to focus the report.
 {{!}}-
 {{!}}}
@@ Line 60: / Line 63: @@
 {{!}}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.
 {{!}}-
 {{!}}Age Range 1 day