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

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|Role=Administrator, Supervisor
 
|Role=Administrator, Supervisor
 
|Application=Reporting, Reporting GCXI
 
|Application=Reporting, Reporting GCXI
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|Section={{Section
 
|Section={{Section
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|sectionHeading=
 
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|alignment=Vertical
 
|alignment=Vertical
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|structuredtext=This page describes reports in the '''CX Insights for iWD''' project, which is separate from the regular '''CX Insights''' project.  
 
|structuredtext=This page describes reports in the '''CX Insights for iWD''' project, which is separate from the regular '''CX Insights''' project.  
  
−
The '''CX Insights for iWD''' project '''Shared Reports''' folder contains just two folders: '''Custom''' and '''CX Insights for iWD''', the latter of which contains reports you can use to learn more about contact center interactions involving Genesys Info Mart and intelligent Workload Distribution (iWD).  
+
The '''CX Insights for iWD''' project '''Shared Reports''' folder contains just two folders: '''Custom''' and '''CX Insights for iWD'''. The '''CX Insights for iWD''' folder contains reports you can use to learn more about contact center interactions involving Genesys Info Mart and intelligent Workload Distribution (iWD).  
  
 
Reports in the '''CX Insights for iWD''' folder are ready-to-use, but as always, can be modified to suit your specific business needs.
 
Reports in the '''CX Insights for iWD''' folder are ready-to-use, but as always, can be modified to suit your specific business needs.
  
−
{{NoteFormat|Historical reporting reports only on the two highest levels of the Cloud iWD Category structure, which correspond to Departments and Processes.These are added to historical reporting as soon as the first interaction arrives. Subsequent Category name changes are not reported. Levels three and below do not appear in historical reports.}}
+
{{NoteFormat|Historical reporting reports only on the two highest levels of the Cloud iWD Category structure, which correspond to Departments and Processes. These are added to historical reporting when the first interaction arrives. Subsequent Category name changes are not reported. Levels three and below do not appear in historical reports.|}}
  
 
{{NoteFormat|Genesys recommends that when you create or customize reports, observe the following rules, to minimize problems:
 
{{NoteFormat|Genesys recommends that when you create or customize reports, observe the following rules, to minimize problems:
 
* In any report, employ metrics and attributes from a single subfolder.  Do not mix data from different subfolders.
 
* In any report, employ metrics and attributes from a single subfolder.  Do not mix data from different subfolders.
−
* Select one or more Time attribute in every report.}}
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* Select one or more Time attributes in every report.|}}
  
 
==Access==
 
==Access==
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For information about how to access historical reports, see {{Link-SomewhereInThisManual|topic=HRCXIGetStarted|anchor=|display text=Generate and use historical reports}}.
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For more information about how to access historical reports, see {{Link-SomewhereInThisManual|topic=HRCXIGetStarted|anchor=|display text=Generate and use historical reports}}.
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|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
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|image=HRCXIFolderiWD_Cloud.png
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|image=HRCXIFolderiWD Cloud2021.png
 
|structuredtext=The following reports are available in the '''CX Insights for iWD''' folder:
 
|structuredtext=The following reports are available in the '''CX Insights for iWD''' folder:
  
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* {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDCptrPntBsnsVlu|displaytext=Capture Point Business Value Report}}
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*{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDCptrPntBsnsVlu|displaytext=Capture Point Business Value Report}}
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* {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDCptrPntDshbrd|display text=Capture Point Dashboard}}
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*{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDCptrPntDshbrd|display text=Capture Point Dashboard}}
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* {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDCptrPntTskDrtn|displaytext=Capture Point Task Duration}}
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*{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDCptrPntTskDrtn|displaytext=Capture Point Task Duration}}
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* {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDCstrSgmtSrvcLvl|display text=Customer Segment Service Level Report}}
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*{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDCstmrSgmntSrvLvlDshbrd|display text=Customer Segment Service Level Dashboard}}
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* {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDETLAuditDshbrd|display text=ETL Audit Dashboard}}
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*{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDCstrSgmtSrvcLvl|display text=Customer Segment Service Level Report}}
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* {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDIntrDyPrcsDshBrd|display text=Intraday Process Dashboard}}
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*{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDETLAuditDshbrd|display text=ETL Audit Dashboard}}
−
* {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDIntrDyPrcs|display text=Intraday Process Report}}
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*{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDInbndIntrDyEml|display text=Inbound Intraday Email Process Report}}
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* {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDResPerfDshbrd|display text=Resource Performance Dashboard}}
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*{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDIntrDyPrcsDshBrd|display text=Intraday Process Dashboard}}
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* {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDResPerf|display text=Resource Performance Report}}
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*{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDIntrDyPrcs|display text=Intraday Process Report}}
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* {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDTskDtl|display text=Task Detail Report}}
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*{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDOtBndEml|display text=Outbound Email Report}}
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* {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDTskWrkDtl|display text=Task Work Detail Report}}
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*{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDResPerfDshbrd|display text=Resource Performance Dashboard}}
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|structuredtextwide=
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*{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDResPerf|display text=Resource Performance Report}}
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|FAQHeading=
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*{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDTskAgeDshbrd|display text=Task Age Dashboard}}
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*{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDTskAgeRprt|display text=Task Age Report}}
 +
*{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDTskDtl|display text=Task Detail Report}}
 +
*{{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDTskWrkDtl|display text=Task Work Detail Report}}
 
|Status=No
 
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}}{{Section
 
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|anchor=comments
 
|anchor=comments
 
|alignment=Vertical
 
|alignment=Vertical
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|Media=
 
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|image=
 
 
|structuredtext=The information in this section can help you understand the CX Insights for iWD reports.
 
|structuredtext=The information in this section can help you understand the CX Insights for iWD reports.
 
===Averages===
 
===Averages===
−
Averages in the reports that report <tt>0</tt> (zero) values indicate either <tt>0</tt> duration or <tt>0</tt> count. For example, Average Hold Time is calculated as: <tt>AverageHoldTime = Activity(HoldTime)/Activity(Hold) = 0</tt>, so an average hold time of <tt>0</tt> could signify either that interactions were placed on hold for <tt>0</tt> seconds, or that no interactions were placed on hold at all during the reporting interval.
+
Averages in the reports that report <tt>0</tt> (zero) values indicate either <tt>0</tt> duration or <tt>0</tt> count. For example, Average Hold Time is calculated as: <tt>AverageHoldTime = Activity(HoldTime)/Activity(Hold) = 0. A</tt>n average hold time of <tt>0</tt> could signify either that interactions were placed on hold for <tt>0</tt> seconds, or that no interactions were placed on hold at all during the reporting interval.
  
 
===Comments on queues===
 
===Comments on queues===
−
{{NoteFormat|The terms '''Queue''', '''QueueType''' and '''QueueTargetName''' appear in some reports but should be ignored for activity related to iWD in Cloud. Other terms that might appear in reporting but should be ignored are mentioned in the relevant report topic.}}
+
{{NoteFormat|The terms '''Queue''', '''QueueType''', and '''QueueTargetName''' appear in some reports but you can ignore them  for activity related to iWD in Genesys Multicloud CX. Other terms that appear in reporting but that you can ignore are mentioned in the relevant report topic.|}}
 
===Viewing the day's activities===
 
===Viewing the day's activities===
−
The accuracy of the reports for viewing the current day’s activities depends on when transformation and aggregation completes throughout a day and how soon you run the reports.  
+
The accuracy of the reports for viewing the current day’s activities depends on when transformation and aggregation complete throughout a day and how soon you run the reports.  
  
 
==Other reports==
 
==Other reports==
 
{{NoteFormat|Genesys Info Mart Queue reports are not supported in Genesys CX Insights for iWD.}}
 
{{NoteFormat|Genesys Info Mart Queue reports are not supported in Genesys CX Insights for iWD.}}
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}}{{Section
 
}}{{Section
 
|sectionHeading=Related topics
 
|sectionHeading=Related topics
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|anchor=
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|anchor=QueuesReports
 
|alignment=Vertical
 
|alignment=Vertical
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|Media=
 
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|image=
 
 
|structuredtext=*Go back to the {{Link-SomewhereInThisManual|topic=HRCXIIncludedReports|anchor=top|display text=complete list of available reports}}.
 
|structuredtext=*Go back to the {{Link-SomewhereInThisManual|topic=HRCXIIncludedReports|anchor=top|display text=complete list of available reports}}.
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*Learn how to {{Link-SomewhereInThisManual|topic=HRCXIReadReports|anchor=top|display text=understand and use reports}}.
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*Learn how to {{Link-SomewhereInThisManual|topic=HRCXIGetStarted|anchor=top|display text=generate historical reports}}.
 +
*Learn how to {{Link-SomewhereInThisManual|topic=HRCXIReadReports|anchor=top|display text=read and understand reports}}.
 
*Learn how to {{Link-SomewhereInThisManual|topic=HRCXICustomizingReports|anchor=top|display text=create or customize reports}}.
 
*Learn how to {{Link-SomewhereInThisManual|topic=HRCXICustomizingReports|anchor=top|display text=create or customize reports}}.
−
|structuredtextwide=
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To view more detailed information about the metrics and attributes used in the reports, and about other metrics and attributes that you can use 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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|FAQHeading=
 
 
|Status=No
 
|Status=No
 
}}
 
}}
 
}}
 
}}

Latest revision as of 13:16, June 30, 2022

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

Analyze activity in contact centers that use iWD Data Mart.

This page describes reports in the CX Insights for iWD project, which is separate from the regular CX Insights project.

The CX Insights for iWD project Shared Reports folder contains just two folders: Custom and CX Insights for iWD. The CX Insights for iWD folder contains reports you can use to learn more about contact center interactions involving Genesys Info Mart and intelligent Workload Distribution (iWD).

Reports in the CX Insights for iWD folder are ready-to-use, but as always, can be modified to suit your specific business needs.

Important
Historical reporting reports only on the two highest levels of the Cloud iWD Category structure, which correspond to Departments and Processes. These are added to historical reporting when the first interaction arrives. Subsequent Category name changes are not reported. Levels three and below do not appear in historical reports.
Important
Genesys recommends that when you create or customize reports, observe the following rules, to minimize problems:
  • In any report, employ metrics and attributes from a single subfolder. Do not mix data from different subfolders.
  • Select one or more Time attributes in every report.

Access

For more information about how to access historical reports, see Generate and use historical reports.

About iWD reports

The following reports are available in the CX Insights for iWD folder:

General comments about the iWD reports

The information in this section can help you understand the CX Insights for iWD reports.

Averages

Averages in the reports that report 0 (zero) values indicate either 0 duration or 0 count. For example, Average Hold Time is calculated as: AverageHoldTime = Activity(HoldTime)/Activity(Hold) = 0. An average hold time of 0 could signify either that interactions were placed on hold for 0 seconds, or that no interactions were placed on hold at all during the reporting interval.

Comments on queues

Important
The terms Queue, QueueType, and QueueTargetName appear in some reports but you can ignore them for activity related to iWD in Genesys Multicloud CX. Other terms that appear in reporting but that you can ignore are mentioned in the relevant report topic.

Viewing the day's activities

The accuracy of the reports for viewing the current day’s activities depends on when transformation and aggregation complete throughout a day and how soon you run the reports.

Other reports

Important
Genesys Info Mart Queue reports are not supported in Genesys CX Insights for iWD.

Related topics

To view more detailed information about the metrics and attributes used in the reports, and about other metrics and attributes that you can use to customize reports, see the Genesys CX Insights Multicloud Projects Reference Guide.

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