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

WikiSysop at 05:00, May 5, 2023

2023-05-05T05:00:49Z

WikiSysop at 06:30, December 13, 2022

2022-12-13T06:30:37Z

WikiSysop at 23:05, June 29, 2022

2022-06-29T23:05:02Z

Tgilchri: Published

2022-01-25T17:04:35Z

Published

Tony.gilchrist@genesys.com: Published

2021-08-24T18:55:44Z

Published

Show changes

Tony.gilchrist@genesys.com: Published

2021-04-01T13:47:41Z

Published

Tony.gilchrist@genesys.com: Published

2021-02-11T20:22:51Z

Published

Tgilchri: Published

2020-08-10T17:47:46Z

Published

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

2020-07-25T02:31:06Z

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

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

2020-07-15T11:45:41Z

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

@@ Line 121: / Line 121: @@
 {{!}}Enables data to be organized by the name of the status of a task. One of the following values:
-*new—Newly created task awaiting processing.
+*New—Newly created task awaiting processing.
-*rejected—Task was rejected during processing. This can occur when a task is assigned to an expired process or closed department.
+*Captured—Task has been classified by iWD, but not yet prioritized.
-*captured—Task has been classified by iWD, but not yet prioritized.
+*Queued—Task has been processed and prioritized at least once.
-*queued—Task has been processed and prioritized at least once.
+*In Distribution—Task is waiting for an available agent to handle it.
-*distribution—Task is waiting for an available agent to handle it.
+*Canceled—Task has been canceled.
-*canceled—Task has been canceled.
+*Completed—Task has been completed by an agent.
-*completed—Task has been completed.
+*Auto Completed—Task has been completed by a strategy or prioritization scheme.
-*errorheld—Error occurred during task classification or prioritization. Error details are stored in the "error" custom extended task attribute. When iWD resumes, it attempts to process the task again.
+*Assigned—Task has been assigned to an agent.
-*held—Task is in a held state (either by user action or the system) and will not be reprioritized until the task is resumed.
+*In Workbin—Task has been put in a workbin.
 {{!}}-
 {{!}}Is Final

@@ Line 60: / Line 60: @@
 {{!}}Optionally, focus the report on the agent who was last assigned the task or work item.
 {{!}}-
-{{!}}Customer ID
+{{!}}Consumer ID
-{{!}}Optionally, select a customer ID on which to focus the report.
+{{!}}Optionally, select a consumer ID on which to focus the report.
 {{!}}-
 {{!}}Capture ID
 {{!}}Optionally, select a capture ID on which to focus the report.
 {{!}}-
-{{!}}Interaction ID
+{{!}}iWD Task ID
-{{!}}Optionally, select a Interaction ID on which to focus the report.
+{{!}}Optionally, select an iWD Task ID on which to focus the report.
 {{!}}-
 {{!}}Media Type
@@ Line 91: / Line 94: @@
 {{!}}Enables data to be organized by the date and time, in YYYY-M-D HHMM (AM/PM) format, on which tasks are due as defined by either the source system or iWD rules.
 {{!}}-
-{{!}}Interaction ID
+{{!}}iWD Task ID
 {{!}}Enables data to be organized by the task ID, which is a unique value within a single Interaction Server database.
 {{!}}-
 {{!}}Last Task Event ID
@@ Line 144: / Line 150: @@
 {{!}}Enables data to be organized by the descriptive name of the result code.
 {{!}}-
-{{!}}Customer ID
+{{!}}Consumer ID
-{{!}}Enables data to be organized by the customer ID, which is an extended attribute of a task or work item that the source system assigns.
+{{!}}Enables data to be organized by the consumer ID, which is an extended attribute of a task or work item that the source system assigns.
 {{!}}-
 {{!}}Customer Segment
@@ Line 225: / Line 231: @@
 {{!}}}
 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 114: / Line 114: @@
 {{!}}Status Name
 {{!}}Enables data to be organized by the name of the status of a task. One of the following values:
 *new—Newly created task awaiting processing.
 *rejected—Task was rejected during processing. This can occur when a task is assigned to an expired process or closed department.
@@ Line 223: / Line 224: @@
 {{!}}-
 {{!}}}
-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 17: / Line 17: @@
 |alignment=Horizontal
 |Media=Image
-|image=HRCXIiWDTskDtlRprt cloud.png
+|image=HRCXIiWDTskDtlRprt_Cloud11-21.png
 |structuredtext=This is a detail report; because of the volume of data that this report could potentially generate, Genesys recommends that you:
@@ Line 26: / Line 26: @@
 To get a better idea of what this report looks like, view sample output from the report:<br />
-{{Repository| SampleTaskDetailReport.pdf||SampleTaskDetailReport.pdf}}
+{{Repository| SampleTaskDetailReport_Cloud11-21.pdf||SampleTaskDetailReport.pdf}}
 |Status=No
 }}{{Section
@@ Line 74: / Line 74: @@
 {{!}}Interaction Type
 {{!}}Optionally, select one or more interaction types for which to gather data into the report.
 {{!}}-
 {{!}}}
@@ Line 193: / Line 196: @@
 {{!}}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.
 {{!}}-
 {{!}}}

@@ Line 57: / Line 57: @@
 {{!}}'''Note: This field is reserved for future use.''' Optionally select a source tenant on which to focus the report.
 {{!}}-
-{{!}}Last Resource ID
+{{!}}Last Employee ID
-{{!}}Optionally, select an agent ID on which to focus the report.
+{{!}}Optionally, select the employee identifier of the agent who was last assigned the task or work item on which to focus the report.
 {{!}}-
 {{!}}Customer ID
@@ Line 150: / Line 150: @@
 <!--STATUS.IS_HELD-->
 {{!}}-
-{{!}}Last Resource ID
+{{!}}Last Employee ID
-{{!}}Enables data to be organized by the ID of the agent who was last assigned the task or work item, as captured by the source system.
+{{!}}Enables data to be organized by employee identifier of the agent who was last assigned the task or work item.
 <!--AGENT.AGENT_ID by way of (TASK_FACT.LAST_ASSIGNED_AGENT_KEY)-->
 {{!}}-

@@ Line 6: / Line 6: @@
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |alignment=Vertical
 |structuredtext={{NoteFormat|'''Capture Point Name''' and '''Media Channel''' metrics appear in this report but should be ignored.}}
 This page describes how you can use the ('''CX Insights for iWD''' folder) > '''Task Detail Report''' to understand the raw details of individual work items when viewed from the customer perspective. Many filters are provided to facilitate troubleshooting, identification, and validation of the results.
 |Status=No
 }}{{Section
@@ Line 34: / Line 27: @@
 To get a better idea of what this report looks like, view sample output from the report:<br />
 {{Repository|SampleTaskDetailReport.pdf||SampleTaskDetailReport.pdf}}
 |Status=No
 }}{{Section
@@ Line 41: / Line 32: @@
 |anchor=PromptsintheTaskDetailReport
 |alignment=Vertical
 |structuredtext={{{!}}
 !'''Prompt'''
@@ Line 81: / Line 70: @@
 {{!}}-
 {{!}}}
 |Status=No
 }}{{Section
@@ Line 88: / Line 75: @@
 |anchor=AttributesintheTaskDetailReport
 |alignment=Vertical
 |structuredtext={{{!}}
 !'''Attribute'''
@@ Line 114: / Line 99: @@
 {{!}}Enables data to be organized by the descriptive name of the capture point.
 <!--CAPTURE_POINT.CAPTURE_POINT_NAME by way of (TASK_FACT.CAPTURE_POINT_KEY)-->
 <!--QUEUE.QUEUE_TYPE by way of (TASK_FACT.CURRENT_QUEUE_KEY)-->
 {{!}}-
@@ Line 231: / Line 213: @@
 {{!}}-
 {{!}}}
 |Status=No
 }}{{Section
@@ Line 238: / Line 218: @@
 |anchor=MetricsintheTaskDetailReport
 |alignment=Vertical
 |structuredtext={{{!}}
 !'''Metric'''
@@ Line 258: / Line 236: @@
 {{!}}}
 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=Perform detailed analysis of individual work items from a customer perspective.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Prereq=
 |Section={{Section

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

WikiSysop at 05:00, May 5, 2023

WikiSysop at 06:30, December 13, 2022

WikiSysop at 23:05, June 29, 2022

Tgilchri: Published

Tony.gilchrist@genesys.com: Published

Tony.gilchrist@genesys.com: Published

Tony.gilchrist@genesys.com: Published

Tgilchri: Published

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

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

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

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