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

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|Context=Perform detailed analysis of individual work items from a customer perspective.
 
|Context=Perform detailed analysis of individual work items from a customer perspective.
 
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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.
 
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.
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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|SampleTaskDetailReport.pdf||SampleTaskDetailReport.pdf}}
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{{Repository| SampleTaskDetailReport_Cloud11-21.pdf||SampleTaskDetailReport.pdf}}
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!'''Prompt'''
 
!'''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.
 
{{!}}-
 
{{!}}-
−
{{!}}Last Resource ID
+
{{!}}Last Agent Name
−
{{!}}Optionally, select an agent ID on which to focus the report.
+
{{!}}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
 
{{!}}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 a 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'''-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}Due Date & Time
 
{{!}}Due Date & Time
 
{{!}}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.
 
{{!}}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.
−
<!--EVENT_DATE.EVENT_DATE_STR, EVENT_DATE.EVENT_TIME_12 by way of (TASK_FACT.DUE_DATE_KEY, TASK_FACT.DUE_TIME_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.
 
{{!}}-
 
{{!}}-
 
{{!}}Last Task Event ID
 
{{!}}Last Task Event ID
 
{{!}}Enables data to be organized by the unique identifier for the last event that is associated with the task. Together with INTERACTION_ID, this field serves as the primary key of the H_TASK_FACT table.
 
{{!}}Enables data to be organized by the unique identifier for the last event that is associated with the task. Together with INTERACTION_ID, this field serves as the primary key of the H_TASK_FACT table.
−
<!--TASK_FACT.LAST_TASK_EVENT_ID-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}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-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}Capture Point Name
 
{{!}}Capture Point Name
 
{{!}}Enables data to be organized by the descriptive name of the capture point.
 
{{!}}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
 
−
{{!}}Enables data to be organized by the descriptive name of the Interaction queue or workbin.
 
−
<!--QUEUE.QUEUE_TYPE by way of (TASK_FACT.CURRENT_QUEUE_KEY)-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}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)-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}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)-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}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-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}Status Name
 
{{!}}Status Name
 
{{!}}Enables data to be organized by the name of the status of a task. One of the following values:
 
{{!}}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.
−
<!--*newheld—This value is retained only for compatibility with older releases. iWD 8.0+ does not generate this value.-->
+
*Queued—Task has been processed and prioritized at least once.
−
*captured—Task has been classified by iWD, but not yet prioritized.
+
*In Distribution—Task is waiting for an available agent to handle it.
−
*queued—Task has been processed and prioritized at least once.
+
*Canceled—Task has been canceled.
−
<!--*distributed—This value is retained only for backward compatibility. iWD 8.0+ does not generate this value.-->
+
*Completed—Task has been completed by an agent.
−
*distribution—Task is waiting for an available agent to handle it.
+
*Auto Completed—Task has been completed by a strategy or prioritization scheme.
−
*canceled—Task has been canceled.
+
*Assigned—Task has been assigned to an agent.
−
*completed—Task has been completed.
+
*In Workbin—Task has been put in a workbin.
−
*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.
 
−
*held—Task is in a held state (either by user action or the system) and will not be reprioritized until the task is resumed.
 
−
*assigned—Task has been assigned to an agent.
 
−
<!--STATUS.STATUS_NAME by way of (TASK_FACT.CURRENT_STATUS_KEY)-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}Is Final
 
{{!}}Is Final
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*'''0''' indicates a task status other than Completed, Canceled, or Rejected.
 
*'''0''' indicates a task status other than Completed, Canceled, or Rejected.
 
*'''1''' indicates a task status of Completed, Canceled, or Rejected.
 
*'''1''' indicates a task status of Completed, Canceled, or Rejected.
−
<!--STATUS.IS_FINAL-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}Is Held
 
{{!}}Is Held
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*'''0''' indicates a task status other than NewHeld, ErrorHeld, or Held.
 
*'''0''' indicates a task status other than NewHeld, ErrorHeld, or Held.
 
*'''1''' indicates a task status of NewHeld, ErrorHeld, or Held.
 
*'''1''' indicates a task status of NewHeld, ErrorHeld, or Held.
−
<!--STATUS.IS_HELD-->
 
 
{{!}}-
 
{{!}}-
−
{{!}}Last Resource ID
+
{{!}}Last Agent Name
−
{{!}}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 name of the agent who was last assigned the task or work item.
−
<!--AGENT.AGENT_ID by way of (TASK_FACT.LAST_ASSIGNED_AGENT_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)-->
 
 
{{!}}-
 
{{!}}-
−
{{!}}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)-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}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)-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}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)-->
+
{{!}}-
 +
{{!}}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.
 
{{!}}-
 
{{!}}-
 
{{!}}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)-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}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-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}Skill ID
 
{{!}}Skill ID
 
{{!}}Enables data to be organized by the ID of the skill.
 
{{!}}Enables data to be organized by the ID of the skill.
−
<!--SKILL.SKILL_ID by way of (TASK_FACT.REQUESTED_SKILL_KEY)-->
 
 
{{!}}-
 
{{!}}-
−
{{!}}Requested Agent ID
+
{{!}}Requested Agent Name
−
{{!}}Enables data to be organized by the ID of the agent as captured by the source system.
+
{{!}}Enables data to be organized by the name of the agent as captured by the source system.
−
<!--AGENT.AGENT_ID by way of (TASK_FACT.REQUESTED_AGENT_KEY)-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}Source Date Time
 
{{!}}Source Date Time
 
{{!}}Enables data to be organized by the date and time, in YYYY-M-D HHMM (AM/PM) format, on which the second source system captured tasks in task-flow scenarios in which two systems are involved in the origination of tasks. (The second source system is the DTM [Driver Test Manager] that submitted the task to iWD.)
 
{{!}}Enables data to be organized by the date and time, in YYYY-M-D HHMM (AM/PM) format, on which the second source system captured tasks in task-flow scenarios in which two systems are involved in the origination of tasks. (The second source system is the DTM [Driver Test Manager] that submitted the task to iWD.)
−
<!--EVENT_DATE.EVENT_DATE_STR, EVENT_DATE.EVENT_TIME_12 by way of (TASK_FACT.SOURCE_CREATED_DATE_KEY, TASK_FACT.SOURCE_CREATED_TIME_KEY)-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}Create Date Time
 
{{!}}Create Date Time
 
{{!}}Enables data to be organized by the date and time, in YYYY-M-D HHMM (AM/PM) format, on which tasks were created.
 
{{!}}Enables data to be organized by the date and time, in YYYY-M-D HHMM (AM/PM) format, on which tasks were created.
−
<!--EVENT_DATE.EVENT_DATE_STR, EVENT_DATE.EVENT_TIME_12 by way of (TASK_FACT.CREATED_DATE_KEY, TASK_FACT.CREATED_TIME_KEY)-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}Source Due Date Time
 
{{!}}Source Due Date Time
 
{{!}}Enables data to be organized by the date and time, in YYYY-M-D HHMM (AM/PM) format, at which the task is due in the source system.
 
{{!}}Enables data to be organized by the date and time, in YYYY-M-D HHMM (AM/PM) format, at which the task is due in the source system.
−
<!--EVENT_DATE.EVENT_DATE_STR, EVENT_DATE.EVENT_TIME_12 by way of (TASK_FACT.SOURCE_DUE_DATE_KEY,TASK_FACT.SOURCE_DUE_TIME_KEY)-->
 
 
{{!}}-
 
{{!}}-
 
{{!}}Finish Date Time
 
{{!}}Finish Date Time
 
{{!}}Enables data to be organized by the date and time, in YYYY-M-D HHMM (AM/PM) format, on which tasks or work items were completed. <br />EVENT_DATE_END is an alias for the EVENT_DATE iWD Data Mart table.
 
{{!}}Enables data to be organized by the date and time, in YYYY-M-D HHMM (AM/PM) format, on which tasks or work items were completed. <br />EVENT_DATE_END is an alias for the EVENT_DATE iWD Data Mart table.
−
<!--EVENT_DATE.EVENT_DATE_STR, EVENT_DATE.EVENT_TIME_12 by way of  (TASK_FACT.COMPLETED_DATE_KEY, TASK_FACT.COMPLETED_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, which is a core attribute of tasks and work items that define strategies for how to route them.
 
{{!}}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.
−
<!--PROCESS.PROCESS_NAME by way of (TASK_FACT.PROCESS_KEY)-->
+
{{!}}-
 +
{{!}}Category Level&nbsp;3 - 10
 +
{{!}}Enables data to be organized by categorization levels 3 through 10.
 
{{!}}-
 
{{!}}-
 
{{!}}}
 
{{!}}}
−
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}}{{Section
 
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|anchor=MetricsintheTaskDetailReport
 
|anchor=MetricsintheTaskDetailReport
 
|alignment=Vertical
 
|alignment=Vertical
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|Media=
 
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|image=
 
 
|structuredtext={{{!}}
 
|structuredtext={{{!}}
 
!'''Metric'''
 
!'''Metric'''
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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 [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}}''.
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|FAQHeading=
 
 
|Status=No
 
|Status=No
 
}}
 
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}}

Latest revision as of 05:00, May 5, 2023

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

Perform detailed analysis of individual work items from a customer perspective.

Important
The Capture Point Name and Media Channel attributes 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.

Understanding the Task 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:

SampleTaskDetailReport.pdf

Prompts in the Task 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.
Last Agent Name Optionally, focus the report on the agent who was last assigned the task or work item.
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 Detail Report

Attribute Description
Due Date & Time 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.
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.
Last Task Event ID Enables data to be organized by the unique identifier for the last event that is associated with the task. Together with INTERACTION_ID, this field serves as the primary key of the H_TASK_FACT table.
Capture ID Enables data to be organized by the ID of the task capture as issued by the originating source system.
Capture Point Name Enables data to be organized by the descriptive name of the capture point.
Media Channel Enables data to be organized by the name of the media channel through which a task is received.
Category Enables data to be organized by the descriptive name of the category.
Priority Enables data to be organized by the Priority assigned to the task.
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.
  • Captured—Task has been classified by iWD, but not yet prioritized.
  • Queued—Task has been processed and prioritized at least once.
  • In Distribution—Task is waiting for an available agent to handle it.
  • Canceled—Task has been canceled.
  • Completed—Task has been completed by an agent.
  • Auto Completed—Task has been completed by a strategy or prioritization scheme.
  • Assigned—Task has been assigned to an agent.
  • In Workbin—Task has been put in a workbin.
Is Final Enables data to be organized by whether the task is Final or Pending :
  • 0 indicates a task status other than Completed, Canceled, or Rejected.
  • 1 indicates a task status of Completed, Canceled, or Rejected.
Is Held Enables data to be organized by whether a task was Held or Not Held:
  • 0 indicates a task status other than NewHeld, ErrorHeld, or Held.
  • 1 indicates a task status of NewHeld, ErrorHeld, or Held.
Last Agent Name Enables data to be organized by name of the agent who was last assigned the task or work item.
Result Code Enables data to be organized by the descriptive name of the result code.
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.
Customer Segment Enables data to be organized by the descriptive name of the customer segment.
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.
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.
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.
Skill ID Enables data to be organized by the ID of the skill.
Requested Agent Name Enables data to be organized by the name of the agent as captured by the source system.
Source Date Time Enables data to be organized by the date and time, in YYYY-M-D HHMM (AM/PM) format, on which the second source system captured tasks in task-flow scenarios in which two systems are involved in the origination of tasks. (The second source system is the DTM [Driver Test Manager] that submitted the task to iWD.)
Create Date Time Enables data to be organized by the date and time, in YYYY-M-D HHMM (AM/PM) format, on which tasks were created.
Source Due Date Time Enables data to be organized by the date and time, in YYYY-M-D HHMM (AM/PM) format, at which the task is due in the source system.
Finish Date Time Enables data to be organized by the date and time, in YYYY-M-D HHMM (AM/PM) format, on which tasks or work items were completed.
EVENT_DATE_END is an alias for the EVENT_DATE iWD Data Mart table.
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.
Category Level 3 - 10 Enables data to be organized by categorization levels 3 through 10.

Metrics in the Task Detail Report

Metric Description
Accept Time (Fmt) The amount of time that elapsed after this task was created in iWD before it was assigned to a resource.
Finished Time (Fmt) The amount of time that it took to finish tasks, calculated as the difference from the moment that the task was created in the iWD system until the moment it was finished. 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. Different from other Finish Time measures, this measure considers active as well as completed tasks in its computation.
iWD Hold Time (Fmt) The amount of time that a task was held in iWD. This value represents an iWD hold action through the Web Service Capture API or through the iWD Manager user interface—not a hold event from a soft phone or desktop application.
Handle Time (Fmt) The amount of work time, calculated as the difference from the moment that a resource (for example, an agent) is assigned to a task until the moment that the task is finished. 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 might have multiple work items. This measure considers active as well as completed tasks in its computation.

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 [1]Genesys CX Insights Multicloud Projects Reference Guide.

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