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Task Detail Report

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

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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

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 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 Optionally select a source tenant on which to focus the report.
Last Resource ID Optionally, select an agent ID on which to focus the report.
Customer ID Optionally, select a customer ID on which to focus the report.
Capture ID Optionally, select a capture ID on which to focus the report.
Interaction ID Optionally, select a Interaction ID on which to focus the report.

Attributes in the Task Detail Report

Attribute Description Data Mart Table.Column
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. 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 Enables data to be organized by the task ID, which is a unique value within a single Interaction Server database. TASK_FACT.INTERACTION_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. TASK_FACT.LAST_TASK_EVENT_ID
Capture ID Enables data to be organized by the ID of the task capture as issued by the originating source system. TASK_FACT.CAPTURE_ID
Solution Name Enables data to be organized by the descriptive name of the solution. SOLUTION.SOLUTION_NAME by way of (TASK_FACT.SOLUTION_KEY)
Capture Point Name 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)
Queue Type Enables data to be organized by the type of the distribution queue; one of the following values:
  • InteractionQueue
  • AgentWorkbin
  • AgentGroupWorkbin
  • PlaceWorkbin
  • PlaceGroupWorkbin
QUEUE.QUEUE_NAME by way of (TASK_FACT.CURRENT_QUEUE_KEY)
Queue Target Name Enables data to be organized by the workbin name of the agent, agent group, place, or place group or the name of the interaction queue. QUEUE.QUEUE_NAME by way of (TASK_FACT.CURRENT_QUEUE_TARGET_KEY)
Media Channel 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 Enables data to be organized by the descriptive name of the category. CATEGORY.CATEGORY_NAME by way of (TASK_FACT.CATEGORY_KEY)
Priority 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 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.
  • rejected—Task was rejected during processing. This can occur when a task is assigned to an expired process or closed department.
  • newheld—This value is retained only for compatibility with older releases. iWD 8.0+ does not generate this value.
  • captured—Task has been classified by iWD, but not yet prioritized.
  • queued—Task has been processed and prioritized at least once.
  • distributed—This value is retained only for backward compatibility. iWD 8.0+ does not generate this value.
  • canceled—Task has been canceled.
  • completed—Task has been completed.
  • 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 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.
STATUS.IS_FINAL
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.
STATUS.IS_HELD
Last Resource ID 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. AGENT.AGENT_ID by way of (TASK_FACT.LAST_ASSIGNED_AGENT_KEY)
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 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. CUSTOMER.CUSTOMER_ID by way of (TASK_FACT.CUSTOMER_KEY)
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 Enables data to be organized by the type of the product. PRODUCT.PRODUCT_TYPE by way of (TASK_FACT.PRODUCT_KEY)
Product Subtype Enables data to be organized by the subtype of the product. PRODUCT.PRODUCT_SUBTYPE by way of (TASK_FACT.PRODUCT_KEY)
Source Tenant 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 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 Subtype of the process—for example, Activation. SOURCE_PROCESS.SOURCE_PROCESS_SUBTYPE
Skill ID 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 Enables data to be organized by the ID of the agent as captured by the source system. AGENT.AGENT_ID by way of (TASK_FACT.REQUESTED_AGENT_KEY)
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.) 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 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 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 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.
EVENT_DATE.EVENT_DATE_STR, EVENT_DATE.EVENT_TIME_12 by way of (TASK_FACT.COMPLETED_DATE_KEY, TASK_FACT.COMPLETED_TIME_KEY)
Department 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 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)

Metrics in the Task Detail Report

Metric Description Source (Table.Column) or Calculation
Accept Time (Fmt) The amount of time that elapsed after this task was created in iWD before it was assigned to a resource. TASK_FACT.ASSIGN_TIME_FROM_CREATED_SEC
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. TASK_FACT.COMPLETE_TIME_FROM_CREATED_SEC
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. TASK_FACT.TOTAL_HELD_TIME_SEC
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. TASK_FACT.TOTAL_WORK_TIME_SEC
This page was last modified on July 9, 2019, at 07:49.

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