WikiSysop at 10:00, April 27, 2022

2022-04-27T10:00:35Z

WikiSysop: Created page with "{{ComponentRN |ComponentId=fd8aff3a-6766-4eb1-9281-c5c235de3426 |JQL=issuekey in (CIWD-3548, CIWD-2772, CIWD-2885) |DeploymentTypeId=8b480b3c-2733-433a-9166-eab2c2d0663a |Rele..."

2022-04-27T03:45:27Z

Created page with "{{ComponentRN |ComponentId=fd8aff3a-6766-4eb1-9281-c5c235de3426 |JQL=issuekey in (CIWD-3548, CIWD-2772, CIWD-2885) |DeploymentTypeId=8b480b3c-2733-433a-9166-eab2c2d0663a |Rele..."

New page

{{ComponentRN
|ComponentId=fd8aff3a-6766-4eb1-9281-c5c235de3426
|JQL=issuekey in (CIWD-3548, CIWD-2772, CIWD-2885)
|DeploymentTypeId=8b480b3c-2733-433a-9166-eab2c2d0663a
|ReleaseDate=2022-04-26
|PrivateEditionReleaseDate=2022-04-26
|Highlight=New metrics are added to support reporting of auto-completed work items and emails.

Support for Custom Attribute based GCXI reporting.
}}
{{Issue
|TicketNumber=CIWD-3548
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=Added support of custom attributes to CiWD and CX Insights for iWD:* Now mapping of custom attributes can be configured per tenant basis.* The “Custom Attributes” have been added to CX Insights for iWD model. They are hidden by default, but users with editing privileges can easily add them to reports.** For detailed reports ([Task Detail Report
|LocalContent=IWD now supports custom attributes in the '''CX Insights for IWD''' reporting model. You can configure the mapping of custom attributes for each tenant. However, these custom attributes are hidden by default. Administrators with editing permissions can add the custom attributes to reports.

You can find these custom attributes by accessing:

*The '''Reports Objects''' panel for detailed reports such as the {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|topic=HRCXIiWDTskDtl}} and {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|topic=HRCXIiWDTskWrkDtl}}.
*'''All Objects''' > '''iWD''' > '''Custom Dimensions''' for all other reports.
}}
{{Issue
|TicketNumber=CIWD-2885
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=This release contains new metrics that give you a better understanding of Finished metric:* To distinguish total number of finished tasks from number of canceled and completed tasks:** *Canceled*: Total number of tasks canceled (manually or automatically)** *Completed*: All Completed tasks* To see how many tasks where canceled automatically or manually:** *Canceled Autocompleted*: the number of canceled tasks that were autocompleted** *Canceled NON Autocompleted*: the number of canceled tasks that where non-autocompleted* Metrics to distinguish number tasks in which agents participated:** *Completed Agent*: All competed tasks in which agents took part** *Completed NON Agent* : All tasks competed without agent involvement** *Finished Agent*: All finished tasks (canceled and completed) in which agents took part* Distinguish the number of finished tasks from canceled overdue or completed overdue tasks:** *Completed Overdue*** *Canceled Overdue** Derived percentage metrics:** *% Completed Overdue*: Which show the percentage of completed overdue tasks to the number of completed tasks** *% Canceled Autocompleted*: The total number of completed tasks of this classification that were overdue during the reporting intervalThe following updates for existing metrics in this release:* Excluded tasks that were never accepted from the *Avg Handle Time* and *Avg Accept Time*. *Avg Accept Time* and *Avg Handle Time* are calculated using the Finished Agent value instead of Finished.
|LocalContent=This release contains new metrics that provide a better understanding of the '''Finished''' metric.

Use these metrics to distinguish the total number of finished tasks from the number of canceled and completed tasks:

*'''Canceled''': The total number of tasks canceled manually or automatically
*'''Completed''': All completed tasks

Use these metrics to view how many tasks were canceled automatically or manually:

*'''Canceled Autocompleted''': The number of canceled tasks that were autocompleted
*'''Canceled NON Autocompleted''': The number of canceled tasks that were non-autocompleted

Use these metrics to identify the number of tasks in which agents participated:

*'''Completed Agent''': All completed tasks in which agents were involved
*'''Completed NON Agent''': All tasks completed without an agent involvement
*'''Finished Agent''': All finished tasks (canceled and completed) in which agents were involved

Use these metrics to distinguish the number of finished tasks from canceled overdue or completed overdue tasks:

*'''Completed Overdue''': The total number of completed tasks that were overdue during the reporting interval
*'''Canceled Overdue''': The total number of canceled tasks that were overdue during the reporting interval

Use these metrics to derive percentage metrics:

*'''% Completed Overdue''': The percentage of completed overdue tasks to the number of completed tasks
*'''% Canceled Autocompleted''': The percentage of automatically canceled tasks to the total number of tasks that have been finished

The following updates are made to the existing metrics, '''Avg Handle Time''' and '''Avg Accept Time''':

*Calculation of the '''Avg Handle Time''' and '''Avg Accept Time''' metrics no longer includes tasks that were never accepted.
*The '''Avg Handle Time''' and '''Avg Accept Time''' metrics are now calculated using the '''Finished Agent''' value instead of '''Finished'''.
}}
{{Issue
|TicketNumber=CIWD-2772
|IssueCategoryId=720446c8-10b6-42b8-af36-34a298aa1c72
|Content=Added new metric to [Intraday Process Report
|LocalContent=A new metric, '''Avg Accept To Complete Time''', is added to the {{Link-AnywhereElse|product=PEC-REP|version=Current|manual=RPRT|topic=HRCXIiWDIntrDyPrcs}} in the '''CX Insights for IWD''' folder. This metric indicates the average amount of time taken for completion of a task, in seconds. It is calculated by finding the difference between the task assigned and task finished timestamps for finished tasks in a given time interval.
}}

@@ Line 2: / Line 2: @@
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 |JQL=issuekey in (CIWD-3548, CIWD-2772, CIWD-2885)
-|DeploymentTypeId=8b480b3c-2733-433a-9166-eab2c2d0663a
+|DeploymentTypeId=8b480b3c-2733-433a-9166-eab2c2d0663a, ec194bf2-b79a-436d-8ff6-eaff94d9f43a, 5439f1be-1868-4091-b058-1667389b6ce1
 |ReleaseDate=2022-04-26
 |PrivateEditionReleaseDate=2022-04-26

RN/IWDData Mart/100.0.007.1933 - Revision history

WikiSysop at 10:00, April 27, 2022

WikiSysop: Created page with "{{ComponentRN |ComponentId=fd8aff3a-6766-4eb1-9281-c5c235de3426 |JQL=issuekey in (CIWD-3548, CIWD-2772, CIWD-2885) |DeploymentTypeId=8b480b3c-2733-433a-9166-eab2c2d0663a |Rele..."