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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 (Create Time, Due Time, Finish Time, and Source Time) 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
Capture ID Enables data to be organized by the ID of the task capture as issued by the originating source system. TASK_EVENT_FACT.CAPTURE_ID

TASK_FACT.CAPTURE_ID

Interaction ID Enables data to be organized by the task ID, which is a unique value within a single Interaction Server database. TASK_EVENT_FACT.INTERACTION_ID

TASK_FACT.INTERACTION_ID TASK_WORK_FACT.INTERACTION_ID

Source Date Enables data to be organized by the date, in YYYY-M-D 0:0:0.0 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
Source Time Enables data to be organized by the time, in HHMM format, at 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.) HH expresses the hour in 12-hour format, and the string ends with AM or PM to indicate the period. EVENT_TIME.EVENT_TIME_12
Create Date Enables data to be organized by the date, in YYYY-M-D format, on which tasks were created. EVENT_DATE.EVENT_DATE_STR
Create Time Enables data to be organized by the time, in HHMM format, at which tasks were created. HH expresses the hour in 12-hour format, and the string ends with AM or PM to indicate the period. EVENT_TIME.EVENT_TIME_12
Due Date Enables data to be organized by the date, in YYYY-M-D 0:0:0.0 format, on which tasks are due as defined by either the source system or iWD rules.
EVENT_DATE_DUE is an alias for the EVENT_DATE iWD Data Mart table.
EVENT_DATE_DUE.EVENT_DATE_STR
Due Time Enables data to be organized by the time, in HHMM format, at which tasks are due as defined by either the source system or iWD rules. HH expresses the hour in 12-hour format, and the string ends with AM or PM to indicate the period.
EVENT_TIME_DUE is an alias for the EVENT_TIME iWD Data Mart table.
EVENT_TIME_DUE.EVENT_TIME_12
Finish Date Enables data to be organized by the date, in YYYY-M-D 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_END.EVENT_DATE_STR
Finish Time Enables data to be organized by the time, in HHMM format, at which tasks or work items were finished. HH expresses the hour in 12-hour format, and the string ends with AM or PM to indicate the period.
EVENT_TIME_END is an alias for the EVENT_TIME iWD Data Mart table.
EVENT_TIME_END.EVENT_TIME_12
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
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
Department Enables data to be organized by the name of the department for which iWD prioritizes and routes tasks. DEPARTMENT.DEPARTMENT_NAME
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
Media Channel Enables data to be organized by the type of media or media channel through which a task is received. This table is populated from task information and is a core iWD attribute. See the iWD Data Mart Reference Guide for more information.
Source Tenant This attribute enables data to be organized by the name of the tenant, which is an extended attribute of tasks and work items that identifies the source system to which the tenant belongs. SOURCE_TENANT.SOURCE_TENANT_NAME

Metrics in the Task Detail Report

Metric Description Source (Table.Column) or Calculation
Source Due Date The date on which the task is due in the source system. EVENT_DATE_SOURCE_DUE.EVENT_DATE_STR
Source Due Time The time at which the task is due in the source system. EVENT_TIME_SOURCE_DUE.EVENT_TIME_12
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 April 15, 2019, at 11:16.

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