Customer Segment Service Level Report
Contents
Examine whether SLAs are being met for each customer segment.
This page describes how you (as a team leader or business user) can use the (CX Insights for iWD folder) > Customer Segment Service Level Report to learn more about the number of new tasks, number of completed tasks and percentage of all tasks that were completed during the reporting interval, by day, by customer segment, and by business process.
Understanding the Customer Segment Service Level Report
This report provides the count and percentage of tasks that were completed during the reporting interval by customer segment and business process allowing you to compare achievements against objectives that you might have preset with a focus on different customer segments.
To get a better idea of what this report looks like, view sample output from the report:
Prompts in the Customer Segment Service Level 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. |
| Customer Segment | Optionally, select a Customer Segment on which to focus the report. |
Attributes in the Customer Segment Service Level 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. |
| Customer Segment | Enables data to be organized by the customer segment, which is an extended attribute of a task or work item that is assigned by the source system. |
| Product | Enables data to be organized by the type of product. |
| 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. |
Metrics in the Customer Segment Service Level Report
| Metric | Description | Source or Calculation |
|---|---|---|
| New | Number of new tasks that were submitted to iWD during the given time interval. Tasks are counted only after they have been classified. | TASK_CLASSIF_FACT.NEW_TASK_COUNT |
| Finished | The total number of tasks of this classification that were completed during the reporting interval. | IWD_AGG_TASK_CLASSIF_[Y,Q,M,W,D,H,15].CMPL_TASK_COUNT |
| % Finished | The percentage of tasks of this classification that were completed during the reporting interval. | Calculated based on the Finished and Pending metrics, where:
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