Task Work Detail Report

This page describes how you can use the (CX Insights for iWD folder) > Task Work Detail Report to learn more about tasks that involved more than one employee, the names of the queues that distributed the tasks to the employees, and more.

Understanding the Task Work Detail Report

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:
SampleTaskWorkDetailReport.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 Work 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.
Agent Name (Modified in 9.0.017)	Optionally, select the name of the agent 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 an Interaction ID on which to focus the report.
Media Type	Optionally, select one or more media types for which to gather data into the report.
Interaction Type	Optionally, select one or more interaction types for which to gather data into the report.

Attributes in the Task Work Detail Report

Attribute	Description	Data Mart Table.Column
Assign Date	Enables data to be organized by the date, in YYYY-MM-DD, on which a task was assigned to the agent.	TASK_WORK_FACT.ASSIGN_DATE_KEY
Day of Year	Enables data to be organized by the day of the year when the work started.	TASK_WORK_FACT.START_DATE_TIME_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
Start Date Time	Enables data to be organized by the 15-minute interval during which this record was created.	TASK_WORK_FACT.START_DATE_TIME_KEY
Assign Time	Enables data to be organized by the time of day at which the task was assigned to the agent.	TASK_WORK_FACT.ASSIGN_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. The business process name is a core attribute that is used to define strategies for how to route tasks and work items.	PROCESS.PROCESS_NAME by way of (TASK_FACT.PROCESS_KEY)
Category	Enables data to be organized by the descriptive name of the category.	CATEGORY.CATEGORY_NAME by way of (TASK_FACT.CATEGORY_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)
Media Type	Enables data to be organized by media type.	MEDIA_TYPE.MEDIA_TYPE_NAME
Interaction Type	Enables data to be organized by interaction type.	MEDIA_TYPE.INTERACTION_TYPE_NAME
Interaction Subtype	Enables data to be organized by interaction subtype.	MEDIA_TYPE.INTERACTION_SUBTYPE_NAME
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, which is 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, place group, or by 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)
Agent Name (Modified in 9.0.017)	Enables data to be organized by the name of the agent.	RESOURCE_GCXI.AGENT_NAME by way of (TASK_WORK_FACT.ASSIGNED_AGENT_KEY)
Assign Date Time	Enables data to be organized by the date and time when the task was assigned to the agent.	TASK_WORK_FACT.ASSIGN_DATE_KEY, TASK_WORK_FACT.ASSIGN_DATE_KEY
Finish Date Time	Enables data to be organized by the date and time when the task was finished by the agent.	TASK_WORK_FACT.FINISH_DATE_KEY, TASK_WORK_FACT.FINISH_TIME_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)
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)
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)
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
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
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
Assign Task Event ID	Enables data to be organized by the ID, taken from the Interaction Server event log, that corresponds to the event at which the task was assigned to an agent.	TASK_WORK_FACT.ASSIGN_TASK_EVENT_ID
Finish Task Event ID	Enables data to be organized by the ID, taken from the Interaction Server event log, that corresponds to the event at which an agent finished working on the task.	TASK_WORK_FACT.FINISH_TASK_EVENT_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)
Is Abandon	Enables data to be organized by whether a task was abandoned: 0 indicates that the task was not abandoned (status finished). 1 indicates that the task was abandoned.	TASK_WORK_FACT.IS_ABANDON
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)
Tenant	Enables data to be organized by the name of the tenant.	TENANT.TENANT_NAME
Process Custom Dim Attribute 1-5	These five attributes enable data to be organized by the type of custom dimension.	PROCESS.CUSTOM_DIM_KEY
Department Custom Dim Attribute 1-5	These five attributes enable data to be organized by the type of custom dimension.	DEPARTMENT.CUSTOM_DIM_KEY
Tenant Custom Dim Attribute 1-5	These five attributes enable data to be organized by the type of custom dimension.	TENANT.CUSTOM_DIM_KEY

Metrics in the Task Work Detail Report

Metric	Description	Source (Table.Column) or Calculation
Work Time	The total amount of time that elapsed between the moment when the agent was assigned a task and the moment when the agent completed the task.	TASK_WORK_FACT.WORK_TIME_SEC