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

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|alignment=Horizontal
 
|alignment=Horizontal
 
|Media=Image
 
|Media=Image
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|image=HRCXIIntradayProcessReport.png
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|image=HRCXIIntradayProcessReport_Cloud11-21.png
 
|structuredtext=This page describes how you (as a manager, business user, workforce planning user, or team leader) can use the ('''CX Insights for iWD''' folder) > '''Intraday Process Report''' to view information about the performance of historical and pending work items, to learn more about sources of backlog, about throughput, and to understand how often tasks become overdue before they are finished.
 
|structuredtext=This page describes how you (as a manager, business user, workforce planning user, or team leader) can use the ('''CX Insights for iWD''' folder) > '''Intraday Process Report''' to view information about the performance of historical and pending work items, to learn more about sources of backlog, about throughput, and to understand how often tasks become overdue before they are finished.
 
|structuredtextwide=This report provides a count of the completed iWD tasks that were overdue and the counts, percentages, and averages of completed iWD tasks, and breaks down the average amount of time it took to complete tasks using three metrics:
 
|structuredtextwide=This report provides a count of the completed iWD tasks that were overdue and the counts, percentages, and averages of completed iWD tasks, and breaks down the average amount of time it took to complete tasks using three metrics:
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*Avg Handle Time — measuring the average amount of time that resources worked on tasks.
 
*Avg Handle Time — measuring the average amount of time that resources worked on tasks.
  
−
The report also provides a snapshot of the task backlog for a day or reporting interval, providing detailed information about how many tasks are currently pending, how many tasks are currently overdue, and how many of the completed tasks were overdue. Data is organized by day, tenant, department, and by business process.
+
The report also provides a snapshot of the task backlog for a day or reporting interval, providing detailed information about how many tasks are currently pending, how many tasks are currently overdue, and how many of the completed tasks were overdue. Data is organized by day, department, and by business process.
  
 
To get a better idea of what this report looks like, view sample output from the report:
 
To get a better idea of what this report looks like, view sample output from the report:
  
−
{{Repository|SampleIntradayProcessReport.pdf||SampleIntradayProcessReport.pdf}}
+
{{Repository|SampleIntradayProcessReport_Cloud11-21.pdf||SampleIntradayProcessReport.pdf}}
 +
 
 +
{{NoteFormat|If you plan to customize this report, be sure to first read the important information in {{Link-SomewhereInThisVersion|manual=RPRT|topic=HRCXIiWDIntrDyPrcs|anchor=customizingattributes|display text=Customizing attributes}}. Failure to do so can cause incorrect totals to appear in the report.|}}
  
 
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:
 
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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{{!}}Optionally, select a business process on which to focus the report.
 
{{!}}Optionally, select a business process on which to focus the report.
 
{{!}}-
 
{{!}}-
−
{{!}}Tenant
+
{{!}}Media Type
−
{{!}}Note: This field is reserved for future use. Optionally, select a tenant on which to focus the report.
+
{{!}}Optionally, select one or more media types for which to gather data into the report.
 +
{{!}}-
 +
{{!}}Category Level 3
 +
{{!}}Optionally, select one or more Category Level 3 from which to gather data for the report.
 +
{{!}}-
 +
{{!}}Category Level 4
 +
{{!}}Optionally, select one or more Category Level 4 from which to gather data for the report.
 +
{{!}}-
 +
{{!}}Category Level 5
 +
{{!}}Optionally, select one or more Category Level 5 from which to gather data for the report.
 
{{!}}-
 
{{!}}-
 
{{!}}}
 
{{!}}}
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!'''Attribute'''
 
!'''Attribute'''
 
!'''Description'''
 
!'''Description'''
−
!'''Data Mart Table.Column'''
 
 
{{!}}-  
 
{{!}}-  
−
{{!}}Tenant
 
−
{{!}}Note: This field is reserved for future use. Enables data within the reporting interval to be organized by tenant.<!--For multi-tenant environments, the universe connection that you define points to only one tenant schema in the Info Mart. New connections are required for access to other tenant schemas.-->
 
−
{{!}}TENANT.TENANT_NAME
 
−
{{!}}-
 
 
{{!}}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
 
 
{{!}}-
 
{{!}}-
 
{{!}}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
+
{{!}}-
 +
{{!}}Media Type
 +
{{!}}Enables data to be organized by media type.
 
{{!}}-
 
{{!}}-
 
{{!}}Day
 
{{!}}Day
 
{{!}}Enables data within the reporting interval to be organized by a particular day within a month and year. Day values are presented in YYYY-MM-DD format.
 
{{!}}Enables data within the reporting interval to be organized by a particular day within a month and year. Day values are presented in YYYY-MM-DD format.
−
{{!}}DATE_TIME.LABEL_YYYY_MM_DD
+
{{!}}-
 +
{{!}}Category Level&nbsp;3
 +
{{!}}Enables data to be organized by the 3rd category level.
 +
{{!}}-
 +
{{!}}Category Level&nbsp;4
 +
{{!}}Enables data to be organized by the 4th category level.
 +
{{!}}-
 +
{{!}}Category Level&nbsp;5
 +
{{!}}Enables data to be organized by the 5th category level.
 
{{!}}-
 
{{!}}-
 
{{!}}}
 
{{!}}}
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!'''Metric'''
 
!'''Metric'''
 
!'''Description'''
 
!'''Description'''
−
!'''Source or Calculation'''
 
−
{{!}}-
 
−
{{!}}Entered
 
−
{{!}}The total number of new tasks of this classification that were submitted to iWD during the reporting interval.
 
−
{{!}}IWD_AGG_TASK_CLASSIF_[Y,Q,M,W,D,H,15].NEW_TASK_COUNT
 
 
{{!}}-
 
{{!}}-
 
{{!}}Finished
 
{{!}}Finished
−
{{!}}The total number of tasks of this classification that were completed during the reporting interval.
+
{{!}}The total number of tasks of this classification that were finished during the reporting interval.
−
{{!}}IWD_AGG_TASK_CLASSIF_[Y,Q,M,W,D,H,15].CMPL_TASK_COUNT
 
 
{{!}}-
 
{{!}}-
 
{{!}}% Finished
 
{{!}}% Finished
−
{{!}}The percentage of tasks of this classification that were completed during the reporting interval.
+
{{!}}The percentage of tasks of this aggregate that were finished during the reporting interval.
−
{{!}}Calculated based on the Finished and Pending metrics, where:
 
−
 
 
−
*Finished is: IWD_AGG_TASK_CLASSIF_[Y,Q,M,W,D,H,15].CMPL_TASK_COUNT
 
−
*Pending is:  IWD_AGG_TASK_CLASSIF_[Y,Q,M,W,D,H,15].TOTAL_PENDING_TASK_COUNT
 
 
{{!}}-
 
{{!}}-
 
{{!}}Finished Overdue
 
{{!}}Finished Overdue
 +
{{!}}The total number of finished (canceled and completed) tasks of this classification that were overdue during the reporting interval.
 +
{{!}}-
 +
{{!}}% Finished Overdue
 +
{{!}}The percentage of finished tasks of this aggregate that were overdue during the reporting interval.
 +
{{!}}-
 +
{{!}}Completed
 +
{{!}}The total number of tasks of this classification that were completed during the reporting interval.
 +
{{!}}-
 +
{{!}}Completed Overdue
 
{{!}}The total number of completed tasks of this classification that were overdue during the reporting interval.
 
{{!}}The total number of completed tasks of this classification that were overdue during the reporting interval.
−
{{!}}IWD_AGG_TASK_CLASSIF_[Y,Q,M,W,D,H,15].COMPLETED_OVERDUE_TASK_COUNT
 
 
{{!}}-
 
{{!}}-
−
{{!}}% Finished Overdue
+
{{!}}% Completed Overdue
 
{{!}}The percentage of completed tasks of this classification that were overdue during the reporting interval.
 
{{!}}The percentage of completed tasks of this classification that were overdue during the reporting interval.
−
{{!}}Calculated based on the Finished Overdue and Finished metrics, where:
 
−
 
−
*Finished Overdue is: IWD_AGG_TASK_CLASSIF_[Y,Q,M,W,D,H,15].COMPLETED_OVERDUE_TASK_COUNT
 
−
*Finished is: IWD_AGG_TASK_CLASSIF_[Y,Q,M,W,D,H,15].CMPL_TASK_COUNT
 
 
{{!}}-
 
{{!}}-
−
{{!}}Pending
+
{{!}}Canceled
−
{{!}}The current number of tasks that were pending (where the task status is Queued, Assigned, or Held) at the end of the reporting interval.
+
{{!}}The total number of tasks of this classification that were canceled during the reporting interval.
−
{{!}}IWD_AGG_TASK_CLASSIF_[Y,Q,M,W,D,H,15].TOTAL_PENDING_TASK_COUNT
+
{{!}}-
 +
{{!}}Canceled Autocompleted
 +
{{!}}The total number of tasks of this classification that were automatically canceled during the reporting interval.
 
{{!}}-
 
{{!}}-
−
{{!}}Pending Overdue
+
{{!}}% Canceled Autocompleted
−
{{!}}The current number of pending tasks that were overdue at the end of the reporting interval. A task is considered overdue when the Service-Level Agreement (SLA) due date/time has been missed.
+
{{!}}The percentage of automatically canceled tasks of the total number of tasks that have been finished.
−
{{!}}IWD_AGG_TASK_CLASSIF_[Y,Q,M,W,D,H,15].TOTAL_OVERDUE_TASK_COUNT
 
 
{{!}}-
 
{{!}}-
−
{{!}}Avg Finish Time (Fmt)
+
{{!}}Avg Finish Time
−
{{!}}The average amount of time that elapsed before agents completed tasks of this classification. This metric includes the time that tasks were backlogged, as well as work time.
+
{{!}}The average amount of time, in seconds, before a task was finished. This is calculated as the (task-completed – task-creation) timestamp for finished tasks during the given time interval. Similar to CMPL_TASK_AVG_ASSIGN_TIME, this measure reflects.
−
{{!}}Calculated based on the value of the Finish Time and Finished metrics, where:
 
−
 
 
−
*Finish Time is: IWD_AGG_TASK_CLASSIF_[Y,Q,M,W,D,H,15].CMPL_TASK_COMPLETE_TIME
 
−
*Finished is: IWD_AGG_TASK_CLASSIF_[Y,Q,M,W,D,H,15].CMPL_TASK_COUNT
 
 
{{!}}-
 
{{!}}-
−
{{!}}Avg Handle Time (Fmt)
+
{{!}}Avg Handle Time
−
{{!}}The average amount of time that agents worked on tasks of this classification before the tasks were completed.
+
{{!}}The average amount of agent work time (finished – assigned), in seconds, for finished tasks during the given time interval.
−
{{!}}Calculated based on the value of the Handle Time and Finished metrics, where:
 
−
 
 
−
*Handle Time is: IWD_AGG_TASK_CLASSIF_[Y,Q,M,W,D,H,15].CMPL_TASK_WORK_TIME
 
−
*Finished is: IWD_AGG_TASK_CLASSIF_[Y,Q,M,W,D,H,15].CMPL_TASK_COUNT
 
 
{{!}}-
 
{{!}}-
−
{{!}}Avg Accept Time (Fmt)
+
{{!}}Avg Accept Time
−
{{!}}For completed tasks, the average amount of time that elapsed within the iWD system before tasks of this classification were assigned to a resource for the first time. This metric reflects how long, on average, tasks were backlogged.
+
{{!}}For finished tasks, the average amount of time, in seconds, before a task was assigned for the first time. This is calculated as the (task-assigned – task-creation) timestamp for finished tasks during the given time interval. This measure reflects how long tasks were backlogged before they were assigned to an agent.
−
{{!}}Calculated based on the value of the Accept Time and Finished metrics, where:
 
−
 
 
−
*Accept Time is: IWD_AGG_TASK_CLASSIF_[Y,Q,M,W,D,H,15].CMPL_TASK_ASSIGN_TIME
 
−
*Finished is: IWD_AGG_TASK_CLASSIF_[Y,Q,M,W,D,H,15].CMPL_TASK_COUNT
 
 
{{!}}-
 
{{!}}-
 
{{!}}}
 
{{!}}}
 +
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}}''.
 +
|Status=No
 +
}}{{Section
 +
|sectionHeading=Customizing attributes
 +
|anchor=customizingattributes
 +
|alignment=Vertical
 +
|structuredtext=[[File:CustomizationWithPending.png|thumbnail|Ensure that the attributes in the grid match those in the REPORT OBJECTS list]]If you customize this report, you must ensure that the attributes listed in REPORT OBJECTS matches the attributes used in the report grid, as shown in the figure '''Ensure that the attributes in the grid match those in the REPORT OBJECTS list'''.
 +
This means that:
 +
 +
*To remove an attribute from the report, you must do so by clicking '''Remove from Report''', (''not'' '''Remove from Grid''').
 +
*To add a new attribute, you must add it both to the '''REPORT OBJECTS''' list, and to the report grid.
 +
 +
If you do not follow these steps, the totals for the Pending\Pending Overdue metrics may be displayed incorrectly.
 
|Status=No
 
|Status=No
 
}}
 
}}
 
}}
 
}}

Latest revision as of 23:04, June 29, 2022

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

Examine the performance of historical and pending work items, explore backlogs, throughput, and overdue tasks.

Understanding the Intraday Process Report

This page describes how you (as a manager, business user, workforce planning user, or team leader) can use the (CX Insights for iWD folder) > Intraday Process Report to view information about the performance of historical and pending work items, to learn more about sources of backlog, about throughput, and to understand how often tasks become overdue before they are finished.

This report provides a count of the completed iWD tasks that were overdue and the counts, percentages, and averages of completed iWD tasks, and breaks down the average amount of time it took to complete tasks using three metrics:

  • Avg Finish Time — measuring the average time it took for tasks to be completed after entering the system,
  • Avg Accept Time — measuring average amount of time that tasks were backlogged before they reached a handling resource, and
  • Avg Handle Time — measuring the average amount of time that resources worked on tasks.

The report also provides a snapshot of the task backlog for a day or reporting interval, providing detailed information about how many tasks are currently pending, how many tasks are currently overdue, and how many of the completed tasks were overdue. Data is organized by day, department, and by business process.

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

SampleIntradayProcessReport.pdf

Important
If you plan to customize this report, be sure to first read the important information in Customizing attributes. Failure to do so can cause incorrect totals to appear in the report.

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 for the Intraday Process Report

Prompt Description
Pre-set Date Filter Choose from the convenient list of predefined rolling time ranges, spanning one day or more, over which to run the report.
Start Date Choose the first day and time from which to gather report data.
End Date 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 Type Optionally, select one or more media types for which to gather data into the report.
Category Level 3 Optionally, select one or more Category Level 3 from which to gather data for the report.
Category Level 4 Optionally, select one or more Category Level 4 from which to gather data for the report.
Category Level 5 Optionally, select one or more Category Level 5 from which to gather data for the report.

Attributes used in the Intraday Process Report

Attribute Description
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.
Media Type Enables data to be organized by media type.
Day Enables data within the reporting interval to be organized by a particular day within a month and year. Day values are presented in YYYY-MM-DD format.
Category Level 3 Enables data to be organized by the 3rd category level.
Category Level 4 Enables data to be organized by the 4th category level.
Category Level 5 Enables data to be organized by the 5th category level.

Metrics used in the Intraday Process Report

Metric Description
Finished The total number of tasks of this classification that were finished during the reporting interval.
% Finished The percentage of tasks of this aggregate that were finished during the reporting interval.
Finished Overdue The total number of finished (canceled and completed) tasks of this classification that were overdue during the reporting interval.
% Finished Overdue The percentage of finished tasks of this aggregate that were overdue during the reporting interval.
Completed The total number of tasks of this classification that were completed during the reporting interval.
Completed Overdue The total number of completed tasks of this classification that were overdue during the reporting interval.
% Completed Overdue The percentage of completed tasks of this classification that were overdue during the reporting interval.
Canceled The total number of tasks of this classification that were canceled during the reporting interval.
Canceled Autocompleted The total number of tasks of this classification that were automatically canceled during the reporting interval.
% Canceled Autocompleted The percentage of automatically canceled tasks of the total number of tasks that have been finished.
Avg Finish Time The average amount of time, in seconds, before a task was finished. This is calculated as the (task-completed – task-creation) timestamp for finished tasks during the given time interval. Similar to CMPL_TASK_AVG_ASSIGN_TIME, this measure reflects.
Avg Handle Time The average amount of agent work time (finished – assigned), in seconds, for finished tasks during the given time interval.
Avg Accept Time For finished tasks, the average amount of time, in seconds, before a task was assigned for the first time. This is calculated as the (task-assigned – task-creation) timestamp for finished tasks during the given time interval. This measure reflects how long tasks were backlogged before they were assigned to an agent.

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.

Customizing attributes

Ensure that the attributes in the grid match those in the REPORT OBJECTS list
If you customize this report, you must ensure that the attributes listed in REPORT OBJECTS matches the attributes used in the report grid, as shown in the figure Ensure that the attributes in the grid match those in the REPORT OBJECTS list.

This means that:

  • To remove an attribute from the report, you must do so by clicking Remove from Report, (not Remove from Grid).
  • To add a new attribute, you must add it both to the REPORT OBJECTS list, and to the report grid.

If you do not follow these steps, the totals for the Pending\Pending Overdue metrics may be displayed incorrectly.

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