Difference between revisions of "PEC-REP/Current/RPRT/HRCXIiWDTskWrkDtl"

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This page describes how you can use the ('''CX Insights for iWD''' folder) > '''Task Work Detail Report''' to learn more about tasks that involved more than one employee, the names of the queues that distributed the tasks to the employees, and more.
 
This page describes how you can use the ('''CX Insights for iWD''' folder) > '''Task Work Detail Report''' to learn more about tasks that involved more than one employee, the names of the queues that distributed the tasks to the employees, and more.
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|structuredtext=This is a detail report; because of the volume of data that this report could potentially generate, Genesys recommends that you:
 
|structuredtext=This is a detail report; because of the volume of data that this report could potentially generate, Genesys recommends that you:
  
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To get a better idea of what this report looks like, view sample output from the report:<br />
 
To get a better idea of what this report looks like, view sample output from the report:<br />
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{{Repository|SampleTaskWorkDetailReport.pdf||SampleTaskWorkDetailReport.pdf}}
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|structuredtextwide=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:
 
|structuredtextwide=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:
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!'''Prompt'''
 
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{{!}}'''Note: This field is reserved for future use.''' Optionally, select a source tenant on which to focus the report.
 
{{!}}'''Note: This field is reserved for future use.''' Optionally, select a source tenant on which to focus the report.
 
{{!}}-
 
{{!}}-
−
{{!}}Resource ID
+
{{!}}Agent Name
−
{{!}}Optionally, select an agent ID on which to focus the report.
+
{{!}}Optionally, select an agent name on which to focus the report.
 
{{!}}-
 
{{!}}-
−
{{!}}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
 
{{!}}Capture ID
 
{{!}}Optionally, select a capture ID on which to focus the report.
 
{{!}}Optionally, select a capture ID on which to focus the report.
 
{{!}}-
 
{{!}}-
−
{{!}}Interaction ID
+
{{!}}iWD Task ID
−
{{!}}Optionally, select an Interaction ID on which to focus the report.
+
{{!}}Optionally, select an iWD Task ID on which to focus the report.
 +
{{!}}-
 +
{{!}}UCS Interaction ID
 +
{{!}}Optionally, select a UCS Interaction ID on which to focus the report.
 +
{{!}}-
 +
{{!}}Media Type
 +
{{!}}Optionally, select one or more media types for which to gather data into the report.
 +
{{!}}-
 +
{{!}}Interaction Type
 +
{{!}}Optionally, select one or more interaction types for which to gather data into the report.
 +
{{!}}-
 +
{{!}}Category Level 3 - 5
 +
{{!}}Optionally, select one or more values for the categorization levels 3-5 from which to gather data for the report.
 
{{!}}-
 
{{!}}-
 
{{!}}}
 
{{!}}}
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|structuredtext={{{!}}
 
|structuredtext={{{!}}
 
!'''Attribute'''
 
!'''Attribute'''
 
!'''Description'''
 
!'''Description'''
−
<!-- ! '''Data Mart Table.Column'''-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}Assign Date
 
{{!}}Assign Date
 
{{!}}Enables data to be organized by the date, in YYYY-MM-DD, on which a task was assigned to the agent.
 
{{!}}Enables data to be organized by the date, in YYYY-MM-DD, on which a task was assigned to the agent.
−
<!--TASK_WORK_FACT.ASSIGN_DATE_KEY-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}Day of Year
 
{{!}}Day of Year
 
{{!}}Enables data to be organized by the day of the year when the work started.
 
{{!}}Enables data to be organized by the day of the year when the work started.
−
<!--TASK_WORK_FACT.START_DATE_TIME_KEY-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}Source Process
 
{{!}}Source Process
 
{{!}}Enables data to be organized by the name of the source-system process—for example, Order.
 
{{!}}Enables data to be organized by the name of the source-system process—for example, Order.
−
<!--SOURCE_PROCESS.SOURCE_PROCESS_TYPE by way of (TASK_FACT.SOURCE_PROCESS_KEY)-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}Source Process Subtype
 
{{!}}Source Process Subtype
 
{{!}}Subtype of the process—for example, Activation.
 
{{!}}Subtype of the process—for example, Activation.
−
<!--SOURCE_PROCESS.SOURCE_PROCESS_SUBTYPE-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}Start Date Time
 
{{!}}Start Date Time
 
{{!}}Enables data to be organized by the 15-minute interval during which this record was created.
 
{{!}}Enables data to be organized by the 15-minute interval during which this record was created.
−
<!--TASK_WORK_FACT.START_DATE_TIME_KEY-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}Assign Time
 
{{!}}Assign Time
 
{{!}}Enables data to be organized by the time of day at which the task was assigned to the agent.
 
{{!}}Enables data to be organized by the time of day at which the task was assigned to the agent.
−
<!--TASK_WORK_FACT.ASSIGN_TIME_KEY-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}Department
 
{{!}}Department
 
{{!}}Enables data to be organized by the name of the department for which iWD prioritizes and routes tasks.
 
{{!}}Enables data to be organized by the name of the department for which iWD prioritizes and routes tasks.
−
<!--DEPARTMENT.DEPARTMENT_NAME by way of (PROCESS.DEPARTMENT_KEY on TASK_FACT.PROCESS_KEY=PROCESS.PROCESS_KEY)-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}Process
 
{{!}}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.
 
{{!}}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.
−
<!--PROCESS.PROCESS_NAME by way of (TASK_FACT.PROCESS_KEY)-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}Category
 
{{!}}Category
 
{{!}}Enables data to be organized by the descriptive name of the category.
 
{{!}}Enables data to be organized by the descriptive name of the category.
−
<!--CATEGORY.CATEGORY_NAME by way of (TASK_FACT.CATEGORY_KEY)-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}Product
 
{{!}}Product
 
{{!}}Enables data to be organized by the type of the product.
 
{{!}}Enables data to be organized by the type of the product.
−
<!--PRODUCT.PRODUCT_TYPE by way of (TASK_FACT.PRODUCT_KEY)-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}Product Subtype
 
{{!}}Product Subtype
 
{{!}}Enables data to be organized by the subtype of the product.
 
{{!}}Enables data to be organized by the subtype of the product.
−
<!--PRODUCT.PRODUCT_SUBTYPE by way of (TASK_FACT.PRODUCT_KEY)-->
 
 
{{!}}-
 
{{!}}-
−
{{!}}Queue
+
{{!}}Media Type
−
{{!}}Enables data to be organized by the descriptive name of the interaction queue or workbin.
+
{{!}}Enables data to be organized by media type.
−
<!--QUEUE.QUEUE_TYPE by way of (TASK_FACT.CURRENT_QUEUE_KEY)-->
+
{{!}}-
 +
{{!}}Interaction Type
 +
{{!}}Enables data to be organized by interaction type.
 +
{{!}}-
 +
{{!}}Interaction Subtype
 +
{{!}}Enables data to be organized by interaction subtype.
 
{{!}}-
 
{{!}}-
 
{{!}}Media Channel
 
{{!}}Media Channel
 
{{!}}Enables data to be organized by the name of the media channel through which a task is received.
 
{{!}}Enables data to be organized by the name of the media channel through which a task is received.
−
<!--MEDIA_CHANNEL.MEDIA_CHANNEL_NAME by way of (TASK_FACT.MEDIA_CHANNEL_KEY)-->
 
 
{{!}}-
 
{{!}}-
−
{{!}}Resource ID
+
{{!}}Agent Name
−
{{!}}Enables data to be organized by the ID of the agent who was assigned the task or work item, as captured by the source system.
+
{{!}}Enables data to be organized by agent name.
−
<!--AGENT.AGENT_ID by way of (TASK_FACT.LAST_ASSIGNED_AGENT_KEY)-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}Assign Date Time
 
{{!}}Assign Date Time
 
{{!}}Enables data to be organized by the date  and time when the task was assigned to the agent.
 
{{!}}Enables data to be organized by the date  and time when the task was assigned to the agent.
−
<!--TASK_WORK_FACT.ASSIGN_DATE_KEY, TASK_WORK_FACT.ASSIGN_DATE_KEY-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}Finish Date Time
 
{{!}}Finish Date Time
 
{{!}}Enables data to be organized by the date and time when the task was finished by the agent.
 
{{!}}Enables data to be organized by the date and time when the task was finished by the agent.
−
<!--TASK_WORK_FACT.FINISH_DATE_KEY, TASK_WORK_FACT.FINISH_TIME_KEY-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}Customer Segment
 
{{!}}Customer Segment
 
{{!}}Enables data to be organized by the descriptive name of the customer segment.
 
{{!}}Enables data to be organized by the descriptive name of the customer segment.
−
<!--CUSTOMER_SEGMENT.CUSTOMER_SEGMENT_NAME by way of (TASK_FACT.CUSTOMER_SEGMENT_KEY)-->
 
 
{{!}}-
 
{{!}}-
−
{{!}}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.CUSTOMER_ID by way of (TASK_FACT.CUSTOMER_KEY)-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}Result Code
 
{{!}}Result Code
 
{{!}}Enables data to be organized by the descriptive name of the result code.
 
{{!}}Enables data to be organized by the descriptive name of the result code.
−
<!--RESULT_CODE.RESULT_CODE_NAME by way of (TASK_FACT.LAST_RESULT_CODE_KEY)-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}Priority
 
{{!}}Priority
 
{{!}}Enables data to be organized by the priority assigned to the task.
 
{{!}}Enables data to be organized by the priority assigned to the task.
−
<!--TASK_FACT.CURRENT_PRIORITY_KEY by way of (TASK_FACT.CURRENT_PRIORITY_KEY-->
 
 
{{!}}-
 
{{!}}-
−
{{!}}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.
 
{{!}}Enables data to be organized by the task ID, which is a unique value within a single Interaction Server database.
−
<!--TASK_FACT.INTERACTION_ID-->
+
{{!}}-
 +
{{!}}UCS Interaction ID
 +
{{!}}Enables data to be organized by the UCS Interaction ID, which is a unique value within a single Interaction Server database.
 
{{!}}-
 
{{!}}-
 
{{!}}Capture ID
 
{{!}}Capture ID
 
{{!}}Enables data to be organized by the ID of the task capture as issued by the originating source system.
 
{{!}}Enables data to be organized by the ID of the task capture as issued by the originating source system.
−
<!--TASK_FACT.CAPTURE_ID-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}Assign Task Event ID
 
{{!}}Assign Task Event ID
 
{{!}}Enables data to be organized by the  ID, taken from the Interaction Server event log, that corresponds to the event at which the task was assigned to agent.
 
{{!}}Enables data to be organized by the  ID, taken from the Interaction Server event log, that corresponds to the event at which the task was assigned to agent.
−
<!--TASK_WORK_FACT.ASSIGN_TASK_EVENT_ID-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}Finish Task Event ID
 
{{!}}Finish Task Event ID
 
{{!}}Enables data to be organized by the ID, taken from the Interaction Server event log, that corresponds to the event at which an agent finished working on the task.
 
{{!}}Enables data to be organized by the ID, taken from the Interaction Server event log, that corresponds to the event at which an agent finished working on the task.
−
<!--TASK_WORK_FACT.FINISH_TASK_EVENT_ID-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}Is Abandon
 
{{!}}Is Abandon
 
{{!}}Enables data to be organized by whether a task was abandoned: 0 indicates that the task was not abandoned (status finished). 1 indicates that the task was abandoned.
 
{{!}}Enables data to be organized by whether a task was abandoned: 0 indicates that the task was not abandoned (status finished). 1 indicates that the task was abandoned.
−
<!--TASK_WORK_FACT.IS_ABANDON-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}Source Tenant
 
{{!}}Source Tenant
 
{{!}}'''Note: This field is reserved for future use.''' Enables data to be organized by the name of the tenant from the source system.
 
{{!}}'''Note: This field is reserved for future use.''' Enables data to be organized by the name of the tenant from the source system.
−
<!--SOURCE_TENANT.SOURCE_TENANT_NAME by way of (TASK_FACT.SOURCE_TENANT_KEY)-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}Process Custom Dim Attribute 1-5
 
{{!}}Process Custom Dim Attribute 1-5
 
{{!}}These five attributes enable data to be organized by the type of custom dimension.
 
{{!}}These five attributes enable data to be organized by the type of custom dimension.
−
<!--PROCESS.CUSTOM_DIM_KEY-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}Department Custom Dim Attribute 1-5
 
{{!}}Department Custom Dim Attribute 1-5
 
{{!}}These five attributes enable data to be organized by the type of custom dimension.
 
{{!}}These five attributes enable data to be organized by the type of custom dimension.
−
<!--DEPARTMENT.CUSTOM_DIM_KEY-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}Tenant Custom Dim Attribute 1-5
 
{{!}}Tenant Custom Dim Attribute 1-5
 
{{!}}These five attributes enable data to be organized by the type of custom dimension.
 
{{!}}These five attributes enable data to be organized by the type of custom dimension.
−
<!--TENANT.CUSTOM_DIM_KEY-->
+
{{!}}-
 +
{{!}}Category Level&nbsp;3 - 10
 +
{{!}}Enables data to be organized by categorization levels 3 through 10.
 
{{!}}-
 
{{!}}-
 
{{!}}}
 
{{!}}}
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{{!}}-
 
{{!}}-
 
{{!}}}
 
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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}}''
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Latest revision as of 06:30, December 13, 2022

This topic is part of the manual Work with Genesys CX Insights Reports for version Current of Reporting.

Analyze tasks that involve more than one agent / resource.

Important
The Capture Point Name attribute appear in this report but should be ignored.

This page describes how you can use the (CX Insights for iWD folder) > Task Work Detail Report to learn more about tasks that involved more than one employee, the names of the queues that distributed the tasks to the employees, and more.

Understanding the Task Work Detail Report

This is a detail report; because of the volume of data that this report could potentially generate, Genesys recommends that you:

  • Restrict the Start Time and End Time user prompts to the narrowest range that satisfies your report criteria. The default hour selections span one day.
  • Refine other prompts to the minimum dataset that is required.

Some report columns round durations to the nearest minute, whereas time-bound metrics are provided to the nearest second.

To get a better idea of what this report looks like, view sample output from the report:

SampleTaskWorkDetailReport.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:

Prompts in the Task Work Detail Report

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 Time Choose the first day and time from which to gather report data.
End Time 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.
Media Channel Optionally, select a media channel on which to focus the report.
Source Tenant Note: This field is reserved for future use. Optionally, select a source tenant on which to focus the report.
Agent Name Optionally, select an agent name on which to focus the report.
Consumer ID Optionally, select a consumer ID on which to focus the report.
Capture ID Optionally, select a capture ID on which to focus the report.
iWD Task ID Optionally, select an iWD Task ID on which to focus the report.
UCS Interaction ID Optionally, select a UCS Interaction ID on which to focus the report.
Media Type Optionally, select one or more media types for which to gather data into the report.
Interaction Type Optionally, select one or more interaction types for which to gather data into the report.
Category Level 3 - 5 Optionally, select one or more values for the categorization levels 3-5 from which to gather data for the report.

Attributes in the Task Work Detail Report

Attribute Description
Assign Date Enables data to be organized by the date, in YYYY-MM-DD, on which a task was assigned to the agent.
Day of Year Enables data to be organized by the day of the year when the work started.
Source Process Enables data to be organized by the name of the source-system process—for example, Order.
Source Process Subtype Subtype of the process—for example, Activation.
Start Date Time Enables data to be organized by the 15-minute interval during which this record was created.
Assign Time Enables data to be organized by the time of day at which the task was assigned to the agent.
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. The business process name is a core attribute that is used to define strategies for how to route tasks and work items.
Category Enables data to be organized by the descriptive name of the category.
Product Enables data to be organized by the type of the product.
Product Subtype Enables data to be organized by the subtype of the product.
Media Type Enables data to be organized by media type.
Interaction Type Enables data to be organized by interaction type.
Interaction Subtype Enables data to be organized by interaction subtype.
Media Channel Enables data to be organized by the name of the media channel through which a task is received.
Agent Name Enables data to be organized by agent name.
Assign Date Time Enables data to be organized by the date and time when the task was assigned to the agent.
Finish Date Time Enables data to be organized by the date and time when the task was finished by the agent.
Customer Segment Enables data to be organized by the descriptive name of the customer segment.
Consumer ID 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.
Result Code Enables data to be organized by the descriptive name of the result code.
Priority Enables data to be organized by the priority assigned to the task.
iWD Task ID Enables data to be organized by the task ID, which is a unique value within a single Interaction Server database.
UCS Interaction ID Enables data to be organized by the UCS Interaction ID, which is a unique value within a single Interaction Server database.
Capture ID Enables data to be organized by the ID of the task capture as issued by the originating source system.
Assign Task Event ID Enables data to be organized by the ID, taken from the Interaction Server event log, that corresponds to the event at which the task was assigned to agent.
Finish Task Event ID Enables data to be organized by the ID, taken from the Interaction Server event log, that corresponds to the event at which an agent finished working on the task.
Is Abandon Enables data to be organized by whether a task was abandoned: 0 indicates that the task was not abandoned (status finished). 1 indicates that the task was abandoned.
Source Tenant Note: This field is reserved for future use. Enables data to be organized by the name of the tenant from the source system.
Process Custom Dim Attribute 1-5 These five attributes enable data to be organized by the type of custom dimension.
Department Custom Dim Attribute 1-5 These five attributes enable data to be organized by the type of custom dimension.
Tenant Custom Dim Attribute 1-5 These five attributes enable data to be organized by the type of custom dimension.
Category Level 3 - 10 Enables data to be organized by categorization levels 3 through 10.

Metrics in the Task Work Detail Report

Metric Description
Work Time The total amount of time that elapsed between the moment when the agent was assigned a task and the moment when the agent completed the task.

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 Genesys CX Insights Multicloud Projects Reference Guide

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