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iWD Metrics

The iWD root folder contains numerous metrics that you can use to build intelligent Workload Distribution (iWD)-related reports.

Note the following:

  • Unless other wise noted, metrics that show time, display a whole integer representing the number of seconds.
  • For detailed information about the different metric types, see Project terminology and concepts.
  • Objects in each folder or subfolder are designed to be used together to create reports. Avoid mixing attributes and metrics from multiple folders into your reports. One exception to this rule is objects in the Time folder; Time attributes can be used in any report, and most reports include at least one attribute from the Time folder.


The following Metrics are available in this folder and are described on this page.

iWD

iWD > Age

  • There are no metrics in this folder

iWD > Agent

iWD > Capture

iWD > Classification

iWD > Queue

iWD > Service Objects

iWD > Time

  • There are no metrics in this folder


Folder: iWD

Metric name: % Finished


Folder:

iWD

Description: The percentage of tasks of this aggregate that were completed during the reporting interval.
Source or Calculation: Calculated based on the iWD > New and iWD > Finished metrics. Used in:
  • Customer Segment Service Level Report
  • Intraday Process Report
  • Process Volume Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: % Finished Overdue


Folder:

iWD

Description: The percentage of completed tasks of this aggregate that were overdue during the reporting interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Finished Overdue metrics. Used in:
  • Intraday Backlog Summary
  • Intraday Process Dashboard
  • Intraday Process Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Accept Time


Folder:

iWD

Description: Total time that elapsed before a task was assigned for the first time. This measure reflects how long tasks were backlogged before they were assigned to an agent. Calculated as the (task-assigned – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: IWD_AGG_TASK_*.CMPL_TASK_ASSIGN_TIME Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

>> Back to list
Metric name: Avg Accept Time


Folder:

iWD

Description: For completed tasks, the average amount of time that elapsed before a task was assigned for the first time. This measure reflects how long tasks were backlogged before they were assigned to an agent. Calculated as the (task-assigned – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Accept Time metrics. Used in:
  • Capture Point Business Value Report
  • Capture Point Dashboard
  • Capture Point Report
  • Capture Point Task Duration Report
  • Intraday Process Dashboard
  • Intraday Process Report
  • Process Volume Report
  • Queue Priority Range Report
  • Queue Task Duration Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Avg Finish Time


Folder:

iWD

Description: The average amount of time that elapsed before a task was completed. Similar to CMPL_TASK_AVG_ASSIGN_TIME. Calculated as the (task-completed – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Finished Time metrics. Used in:
  • Capture Point Business Value Report
  • Capture Point Dashboard
  • Capture Point Report
  • Capture Point Task Duration Report
  • Intraday Process Dashboard
  • Intraday Process Report
  • Process Volume Report
  • Queue Priority Range Report
  • Queue Task Duration Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Avg Handle Time


Folder:

iWD

Description: The average amount of agent work time for completed tasks during the given time interval. Calculated as (finished – assigned).
Source or Calculation: Calculated based on the iWD > Finished and iWD > Handle Time metrics. Used in:
  • Capture Point Dashboard
  • Capture Point Report
  • Capture Point Task Duration Report
  • Intraday Process Dashboard
  • Intraday Process Report
  • Process Volume Report
  • Queue Task Duration Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Avg Pre Source System Time


Folder:

iWD

Description: For completed tasks, the average amount of pre–source system time for completed tasks during the given time interval. Calculated as (source created – first created).
Source or Calculation: Calculated based on the iWD > Finished and iWD > Pre Source System Time metrics. Used in:
  • Capture Point Dashboard
  • Capture Point Report
  • Capture Point Task Duration Report
  • Queue Task Duration Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Avg Source System Time


Folder:

iWD

Description: For completed tasks, the average amount of time that tasks spent in the preceding system before they were submitted to and created within iWD. The creation timestamp from the source system is an extended attribute (sourceCreatedDateTime) that must be provided by the source system. Calculated as the (iWD – source system) creation timestamp for completed tasks during the given time interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Source System Time metrics. Used in:
  • Capture Point Dashboard
  • Capture Point Report
  • Capture Point Task Duration Report
  • Queue Task Duration Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Finish Time


Folder:

iWD

Description: Total amount of time before a task was completed. Similar to CMPL_TASK_AVG_ASSIGN_TIME. Calculated as the (task-completed – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: IWD_AGG_TASK_*.COMPL_TASK_COMPLETE_TIME Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

>> Back to list
Metric name: Finished


Folder:

iWD

Description: The total number of tasks of this classification that were completed during the reporting interval.
Source or Calculation: IWD_AGG_TASK_*.COMPL_TASK_COUNT Used in:
  • Capture Point Business Value Report
  • Capture Point Dashboard
  • Capture Point Report
  • Capture Point Task Duration Report
  • Customer Segment Service Level Report
  • Intraday Backlog Summary
  • Intraday Process Dashboard
  • Intraday Process Report
  • Process Volume Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Finished Overdue


Folder:

iWD

Description: The total number of completed tasks of this classification that were overdue during the reporting interval.
Source or Calculation: IWD_AGG_TASK_*.COMPLETED_OVERDUE Used in:
  • Intraday Backlog Summary
  • Intraday Process Dashboard
  • Intraday Process Report
  • Process Volume Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Handle Time


Folder:

iWD

Description: Total agent work time for completed tasks during the given time interval. Calculated as (finished – assigned).
Source or Calculation: IWD_AGG_TASK_AGENT_*.WORK_TIME Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

>> Back to list
Metric name: New


Folder:

iWD

Description: Number of new tasks that were submitted to iWD during the given time interval. The task is counted only after it has been classified.
Source or Calculation: IWD_AGG_TASK_*.NEW_TASK_COUNT Used in:
  • Capture Point Business Value Report
  • Capture Point Dashboard
  • Capture Point Report
  • Capture Point Task Duration Report
  • Customer Segment Service Level Report
  • Intraday Backlog Summary
  • Intraday Process Dashboard
  • Intraday Process Report
  • Process Volume Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Pending


Folder:

iWD

Description: The current number of tasks that were pending (where the task status is Queued, Assigned, or Held) at the end of the reporting interval.
Source or Calculation: IWD_AGG_TASK_*.TOTAL_PENDING_TASK_COUNT Used in:
  • Intraday Backlog Summary
  • Intraday Process Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Pending Overdue


Folder:

iWD

Description: Current number of pending tasks that are overdue at the end of the given time interval. A task is considered overdue when the SLA due date and time has been missed.
Source or Calculation: IWD_AGG_TASK_*.TOTAL_OVERDUE_TASK_COUNT Used in:
  • Intraday Backlog Summary
  • Intraday Process Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Pre Source System Time


Folder:

iWD

Description: Total pre–source system time for completed tasks during the given time interval. Calculated as (source created – first created).
Source or Calculation: IWD_AGG_TASK_*.CMPL_TASK_PRE_SRC_TIME Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

>> Back to list
Metric name: Source System Time


Folder:

iWD

Description: Total amount of time that tasks spent in the preceding system before they were submitted to and created within iWD. The creation timestamp from the source system is an extended attribute (sourceCreatedDateTime) that must be provided by the source system. Calculated as the (iWD – source system) creation timestamp for completed tasks during the given time interval.
Source or Calculation: IWD_AGG_TASK_*.CMPL_TASK_SRC_TIME Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type: Total amount of time that tasks spent in the preceding system before they were submitted to and created within iWD. Calculated as the (iWD – source system) creation timestamp for completed tasks during the given time interval.

>> Back to list


Folder: iWD > Age

There are no metrics in this folder.

Folder: iWD > Agent

Metric name: Accepted


Folder:

iWD > Agent

Description: The total number of tasks that the agent has handled during the given time interval.
Source or Calculation: IWD_AGG_TASK_AGENT_*.TASK_WORK_COUNT Used in:
  • Resource Performance Dashboard
  • Resource Performance Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Avg Handle Time


Folder:

iWD > Agent

Description: The average amount of time that the agent spent working on a task.
Source or Calculation: Calculated based on the iWD < Agent >Accepted and iWD < Agent >Handle Time metrics. Used in:
  • Resource Performance Dashboard
  • Resource Performance Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Handle Time


Folder:

iWD > Agent

Description: The total amount of time that the agent spent working on a task.
Source or Calculation: IWD_AGG_TASK_AGENT_*.WORK_TIME Used in:
  • Resource Performance Dashboard
  • Resource Performance Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Max Handle Time


Folder:

iWD > Agent

Description: The longest amount of time that the agent spent working on any task.
Source or Calculation: IWD_AGG_TASK_AGENT_*.MIN_WORK_TIME Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

>> Back to list
Metric name: Max Handle Time (Fmt)


Folder:

iWD > Agent

Description: This metric is used for internal calculations. The longest amount of time that the agent spent working on any task. (HH:MM:SS)
Source or Calculation: IWD_AGG_TASK_AGENT_*.MIN_WORK_TIME Used in:
  • Resource Performance Dashboard
  • Resource Performance Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Min Handle Time


Folder:

iWD > Agent

Description: The shortest amount of time that the agent spent working on any task.
Source or Calculation: IWD_AGG_TASK_AGENT_*.MAX_WORK_TIME Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

>> Back to list
Metric name: Min Handle Time (Fmt)


Folder:

iWD > Agent

Description: This metric is used for internal calculations. The shortest amount of time that the agent spent working on any task. (HH:MM:SS)
Source or Calculation: IWD_AGG_TASK_AGENT_*.MAX_WORK_TIME Used in:
  • Resource Performance Dashboard
  • Resource Performance Report
Media type:

Data type:
Metric type:

>> Back to list


Folder: iWD > Capture

Metric name: % Finished


Folder:

iWD > Capture

Description: The percentage of tasks of this aggregate that were completed during the reporting interval.
Source or Calculation: Calculated based on the iWD > New and iWD > Finished metrics. Used in:
  • Customer Segment Service Level Report
  • Intraday Process Report
  • Process Volume Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: % Finished Overdue


Folder:

iWD > Capture

Description: The percentage of completed tasks of this aggregate that were overdue during the reporting interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Finished Overdue metrics. Used in:
  • Intraday Backlog Summary
  • Intraday Process Dashboard
  • Intraday Process Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Accept Time


Folder:

iWD > Capture

Description: Total time that elapsed before a task was assigned for the first time. This measure reflects how long tasks were backlogged before they were assigned to an agent. Calculated as the (task-assigned – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: IWD_AGG_TASK_*.CMPL_TASK_ASSIGN_TIME Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

>> Back to list
Metric name: Avg Accept Time


Folder:

iWD > Capture

Description: For completed tasks, the average amount of time that elapsed before a task was assigned for the first time. This measure reflects how long tasks were backlogged before they were assigned to an agent. Calculated as the (task-assigned – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Accept Time metrics. Used in:
  • Capture Point Business Value Report
  • Capture Point Dashboard
  • Capture Point Report
  • Capture Point Task Duration Report
  • Intraday Process Dashboard
  • Intraday Process Report
  • Process Volume Report
  • Queue Priority Range Report
  • Queue Task Duration Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Avg Finish Time


Folder:

iWD > Capture

Description: The average amount of time that elapsed before a task was completed. Similar to CMPL_TASK_AVG_ASSIGN_TIME. Calculated as the (task-completed – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Finished Time metrics. Used in:
  • Capture Point Business Value Report
  • Capture Point Dashboard
  • Capture Point Report
  • Capture Point Task Duration Report
  • Intraday Process Dashboard
  • Intraday Process Report
  • Process Volume Report
  • Queue Priority Range Report
  • Queue Task Duration Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Avg Handle Time


Folder:

iWD > Capture

Description: The average amount of agent work time for completed tasks during the given time interval. Calculated as (finished – assigned).
Source or Calculation: Calculated based on the iWD > Finished and iWD > Handle Time metrics. Used in:
  • Capture Point Dashboard
  • Capture Point Report
  • Capture Point Task Duration Report
  • Intraday Process Dashboard
  • Intraday Process Report
  • Process Volume Report
  • Queue Task Duration Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Avg Pre Source System Time


Folder:

iWD > Capture

Description: For completed tasks, the average amount of pre–source system time for completed tasks during the given time interval. Calculated as (source created – first created).
Source or Calculation: Calculated based on the iWD > Finished and iWD > Pre Source System Time metrics. Used in:
  • Capture Point Dashboard
  • Capture Point Report
  • Capture Point Task Duration Report
  • Queue Task Duration Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Avg Source System Time


Folder:

iWD > Capture

Description: For completed tasks, the average amount of time that tasks spent in the preceding system before they were submitted to and created within iWD. The creation timestamp from the source system is an extended attribute (sourceCreatedDateTime) that must be provided by the source system. Calculated as the (iWD – source system) creation timestamp for completed tasks during the given time interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Source System Time metrics. Used in:
  • Capture Point Dashboard
  • Capture Point Report
  • Capture Point Task Duration Report
  • Queue Task Duration Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Finish Time


Folder:

iWD > Capture

Description: Total amount of time before a task was completed. Similar to CMPL_TASK_AVG_ASSIGN_TIME. Calculated as the (task-completed – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: IWD_AGG_TASK_*.COMPL_TASK_COMPLETE_TIME Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

>> Back to list
Metric name: Finished


Folder:

iWD > Capture

Description: The total number of tasks of this classification that were completed during the reporting interval.
Source or Calculation: IWD_AGG_TASK_*.COMPL_TASK_COUNT Used in:
  • Capture Point Business Value Report
  • Capture Point Dashboard
  • Capture Point Report
  • Capture Point Task Duration Report
  • Customer Segment Service Level Report
  • Intraday Backlog Summary
  • Intraday Process Dashboard
  • Intraday Process Report
  • Process Volume Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Finished Overdue


Folder:

iWD > Capture

Description: The total number of completed tasks of this classification that were overdue during the reporting interval.
Source or Calculation: IWD_AGG_TASK_*.COMPLETED_OVERDUE Used in:
  • Intraday Backlog Summary
  • Intraday Process Dashboard
  • Intraday Process Report
  • Process Volume Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Handle Time


Folder:

iWD > Capture

Description: Total agent work time for completed tasks during the given time interval. Calculated as (finished – assigned).
Source or Calculation: IWD_AGG_TASK_AGENT_*.WORK_TIME Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

>> Back to list
Metric name: New


Folder:

iWD > Capture

Description: Number of new tasks that were submitted to iWD during the given time interval. The task is counted only after it has been classified.
Source or Calculation: IWD_AGG_TASK_*.NEW_TASK_COUNT Used in:
  • Capture Point Business Value Report
  • Capture Point Dashboard
  • Capture Point Report
  • Capture Point Task Duration Report
  • Customer Segment Service Level Report
  • Intraday Backlog Summary
  • Intraday Process Dashboard
  • Intraday Process Report
  • Process Volume Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Pending


Folder:

iWD > Capture

Description: The current number of tasks that were pending (where the task status is Queued, Assigned, or Held) at the end of the reporting interval.
Source or Calculation: IWD_AGG_TASK_*.TOTAL_PENDING_TASK_COUNT Used in:
  • Intraday Backlog Summary
  • Intraday Process Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Pending Overdue


Folder:

iWD > Capture

Description: Current number of pending tasks that are overdue at the end of the given time interval. A task is considered overdue when the SLA due date and time has been missed.
Source or Calculation: IWD_AGG_TASK_*.TOTAL_OVERDUE_TASK_COUNT Used in:
  • Intraday Backlog Summary
  • Intraday Process Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Pre Source System Time


Folder:

iWD > Capture

Description: Total pre–source system time for completed tasks during the given time interval. Calculated as (source created – first created).
Source or Calculation: IWD_AGG_TASK_*.CMPL_TASK_PRE_SRC_TIME Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

>> Back to list
Metric name: Source System Time


Folder:

iWD > Capture

Description: Total amount of time that tasks spent in the preceding system before they were submitted to and created within iWD. The creation timestamp from the source system is an extended attribute (sourceCreatedDateTime) that must be provided by the source system. Calculated as the (iWD – source system) creation timestamp for completed tasks during the given time interval.
Source or Calculation: IWD_AGG_TASK_*.CMPL_TASK_SRC_TIME Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type: Total amount of time that tasks spent in the preceding system before they were submitted to and created within iWD. Calculated as the (iWD – source system) creation timestamp for completed tasks during the given time interval.

>> Back to list


Folder: iWD > Classification

Metric name: % Finished


Folder:

iWD > Classification

Description: The percentage of tasks of this aggregate that were completed during the reporting interval.
Source or Calculation: Calculated based on the iWD > New and iWD > Finished metrics. Used in:
  • Customer Segment Service Level Report
  • Intraday Process Report
  • Process Volume Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: % Finished Overdue


Folder:

iWD > Classification

Description: The percentage of completed tasks of this aggregate that were overdue during the reporting interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Finished Overdue metrics. Used in:
  • Intraday Backlog Summary
  • Intraday Process Dashboard
  • Intraday Process Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Accept Time


Folder:

iWD > Classification

Description: Total time that elapsed before a task was assigned for the first time. This measure reflects how long tasks were backlogged before they were assigned to an agent. Calculated as the (task-assigned – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: IWD_AGG_TASK_*.CMPL_TASK_ASSIGN_TIME Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

>> Back to list
Metric name: Avg Accept Time


Folder:

iWD > Classification

Description: For completed tasks, the average amount of time that elapsed before a task was assigned for the first time. This measure reflects how long tasks were backlogged before they were assigned to an agent. Calculated as the (task-assigned – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Accept Time metrics. Used in:
  • Capture Point Business Value Report
  • Capture Point Dashboard
  • Capture Point Report
  • Capture Point Task Duration Report
  • Intraday Process Dashboard
  • Intraday Process Report
  • Process Volume Report
  • Queue Priority Range Report
  • Queue Task Duration Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Avg Finish Time


Folder:

iWD > Classification

Description: The average amount of time that elapsed before a task was completed. Similar to CMPL_TASK_AVG_ASSIGN_TIME. Calculated as the (task-completed – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Finished Time metrics. Used in:
  • Capture Point Business Value Report
  • Capture Point Dashboard
  • Capture Point Report
  • Capture Point Task Duration Report
  • Intraday Process Dashboard
  • Intraday Process Report
  • Process Volume Report
  • Queue Priority Range Report
  • Queue Task Duration Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Avg Handle Time


Folder:

iWD > Classification

Description: The average amount of agent work time for completed tasks during the given time interval. Calculated as (finished – assigned).
Source or Calculation: Calculated based on the iWD > Finished and iWD > Handle Time metrics. Used in:
  • Capture Point Dashboard
  • Capture Point Report
  • Capture Point Task Duration Report
  • Intraday Process Dashboard
  • Intraday Process Report
  • Process Volume Report
  • Queue Task Duration Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Avg Pre Source System Time


Folder:

iWD > Classification

Description: For completed tasks, the average amount of pre–source system time for completed tasks during the given time interval. Calculated as (source created – first created).
Source or Calculation: Calculated based on the iWD > Finished and iWD > Pre Source System Time metrics. Used in:
  • Capture Point Dashboard
  • Capture Point Report
  • Capture Point Task Duration Report
  • Queue Task Duration Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Avg Source System Time


Folder:

iWD > Classification

Description: For completed tasks, the average amount of time that tasks spent in the preceding system before they were submitted to and created within iWD. The creation timestamp from the source system is an extended attribute (sourceCreatedDateTime) that must be provided by the source system. Calculated as the (iWD – source system) creation timestamp for completed tasks during the given time interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Source System Time metrics. Used in:
  • Capture Point Dashboard
  • Capture Point Report
  • Capture Point Task Duration Report
  • Queue Task Duration Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Finish Time


Folder:

iWD > Classification

Description: Total amount of time before a task was completed. Similar to CMPL_TASK_AVG_ASSIGN_TIME. Calculated as the (task-completed – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: IWD_AGG_TASK_*.COMPL_TASK_COMPLETE_TIME Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

>> Back to list
Metric name: Finished


Folder:

iWD > Classification

Description: The total number of tasks of this classification that were completed during the reporting interval.
Source or Calculation: IWD_AGG_TASK_*.COMPL_TASK_COUNT Used in:
  • Capture Point Business Value Report
  • Capture Point Dashboard
  • Capture Point Report
  • Capture Point Task Duration Report
  • Customer Segment Service Level Report
  • Intraday Backlog Summary
  • Intraday Process Dashboard
  • Intraday Process Report
  • Process Volume Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Finished Overdue


Folder:

iWD > Classification

Description: The total number of completed tasks of this classification that were overdue during the reporting interval.
Source or Calculation: IWD_AGG_TASK_*.COMPLETED_OVERDUE Used in:
  • Intraday Backlog Summary
  • Intraday Process Dashboard
  • Intraday Process Report
  • Process Volume Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Handle Time


Folder:

iWD > Classification

Description: Total agent work time for completed tasks during the given time interval. Calculated as (finished – assigned).
Source or Calculation: IWD_AGG_TASK_AGENT_*.WORK_TIME Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

>> Back to list
Metric name: New


Folder:

iWD > Classification

Description: Number of new tasks that were submitted to iWD during the given time interval. The task is counted only after it has been classified.
Source or Calculation: IWD_AGG_TASK_*.NEW_TASK_COUNT Used in:
  • Capture Point Business Value Report
  • Capture Point Dashboard
  • Capture Point Report
  • Capture Point Task Duration Report
  • Customer Segment Service Level Report
  • Intraday Backlog Summary
  • Intraday Process Dashboard
  • Intraday Process Report
  • Process Volume Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Pending


Folder:

iWD > Classification

Description: The current number of tasks that were pending (where the task status is Queued, Assigned, or Held) at the end of the reporting interval.
Source or Calculation: IWD_AGG_TASK_*.TOTAL_PENDING_TASK_COUNT Used in:
  • Intraday Backlog Summary
  • Intraday Process Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Pending Overdue


Folder:

iWD > Classification

Description: Current number of pending tasks that are overdue at the end of the given time interval. A task is considered overdue when the SLA due date and time has been missed.
Source or Calculation: IWD_AGG_TASK_*.TOTAL_OVERDUE_TASK_COUNT Used in:
  • Intraday Backlog Summary
  • Intraday Process Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Pre Source System Time


Folder:

iWD > Classification

Description: Total pre–source system time for completed tasks during the given time interval. Calculated as (source created – first created).
Source or Calculation: IWD_AGG_TASK_*.CMPL_TASK_PRE_SRC_TIME Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Source System Time


Folder:

iWD > Classification

Description: Total amount of time that tasks spent in the preceding system before they were submitted to and created within iWD. The creation timestamp from the source system is an extended attribute (sourceCreatedDateTime) that must be provided by the source system. Calculated as the (iWD – source system) creation timestamp for completed tasks during the given time interval.
Source or Calculation: IWD_AGG_TASK_*.CMPL_TASK_SRC_TIME Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type: Total amount of time that tasks spent in the preceding system before they were submitted to and created within iWD. Calculated as the (iWD – source system) creation timestamp for completed tasks during the given time interval.

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Folder: iWD > Queue

Metric name: % Finished


Folder:

iWD > Queue

Description: The percentage of tasks of this aggregate that were completed during the reporting interval.
Source or Calculation: Calculated based on the iWD > New and iWD > Finished metrics. Used in:
  • Customer Segment Service Level Report
  • Intraday Process Report
  • Process Volume Report
Media type:

Data type:
Metric type:

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Metric name: % Finished Overdue


Folder:

iWD > Queue

Description: The percentage of completed tasks of this aggregate that were overdue during the reporting interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Finished Overdue metrics. Used in:
  • Intraday Backlog Summary
  • Intraday Process Dashboard
  • Intraday Process Report
Media type:

Data type:
Metric type:

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Metric name: Accept Time


Folder:

iWD > Queue

Description: Total time that elapsed before a task was assigned for the first time. This measure reflects how long tasks were backlogged before they were assigned to an agent. Calculated as the (task-assigned – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: IWD_AGG_TASK_*.CMPL_TASK_ASSIGN_TIME Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Avg Accept Time


Folder:

iWD > Queue

Description: For completed tasks, the average amount of time that elapsed before a task was assigned for the first time. This measure reflects how long tasks were backlogged before they were assigned to an agent. Calculated as the (task-assigned – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Accept Time metrics. Used in:
  • Capture Point Business Value Report
  • Capture Point Dashboard
  • Capture Point Report
  • Capture Point Task Duration Report
  • Intraday Process Dashboard
  • Intraday Process Report
  • Process Volume Report
  • Queue Priority Range Report
  • Queue Task Duration Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Avg Finish Time


Folder:

iWD > Queue

Description: The average amount of time that elapsed before a task was completed. Similar to CMPL_TASK_AVG_ASSIGN_TIME. Calculated as the (task-completed – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Finished Time metrics. Used in:
  • Capture Point Business Value Report
  • Capture Point Dashboard
  • Capture Point Report
  • Capture Point Task Duration Report
  • Intraday Process Dashboard
  • Intraday Process Report
  • Process Volume Report
  • Queue Priority Range Report
  • Queue Task Duration Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Avg Handle Time


Folder:

iWD > Queue

Description: The average amount of agent work time for completed tasks during the given time interval. Calculated as (finished – assigned).
Source or Calculation: Calculated based on the iWD > Finished and iWD > Handle Time metrics. Used in:
  • Capture Point Dashboard
  • Capture Point Report
  • Capture Point Task Duration Report
  • Intraday Process Dashboard
  • Intraday Process Report
  • Process Volume Report
  • Queue Task Duration Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Avg Pre Source System Time


Folder:

iWD > Queue

Description: For completed tasks, the average amount of pre–source system time for completed tasks during the given time interval. Calculated as (source created – first created).
Source or Calculation: Calculated based on the iWD > Finished and iWD > Pre Source System Time metrics. Used in:
  • Capture Point Dashboard
  • Capture Point Report
  • Capture Point Task Duration Report
  • Queue Task Duration Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Avg Source System Time


Folder:

iWD > Queue

Description: For completed tasks, the average amount of time that tasks spent in the preceding system before they were submitted to and created within iWD. The creation timestamp from the source system is an extended attribute (sourceCreatedDateTime) that must be provided by the source system. Calculated as the (iWD – source system) creation timestamp for completed tasks during the given time interval.
Source or Calculation: Calculated based on the iWD > Finished and iWD > Source System Time metrics. Used in:
  • Capture Point Dashboard
  • Capture Point Report
  • Capture Point Task Duration Report
  • Queue Task Duration Report
Media type:

Data type:
Metric type:

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Metric name: Entered


Folder:

iWD > Queue

Description: The total number of tasks that entered the queue or workbin during the given time interval.
Source or Calculation: IWD_AGG_TASK_QUEUE_*.ENTERED_TASK_COUNT Used in:
  • Queue Priority Range Report
Media type:

Data type:
Metric type:

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Metric name: Exited


Folder:

iWD > Queue

Description: The total number of tasks that exited the queue or workbin during the given time interval.
Source or Calculation: IWD_AGG_TASK_QUEUE_*.EXITED_TASK_COUNT Used in:
  • Queue Priority Range Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Finish Time


Folder:

iWD > Queue

Description: Total amount of time before a task was completed. Similar to CMPL_TASK_AVG_ASSIGN_TIME. Calculated as the (task-completed – task-creation) timestamp for completed tasks during the given time interval.
Source or Calculation: IWD_AGG_TASK_*.COMPL_TASK_COMPLETE_TIME Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

>> Back to list
Metric name: Finished


Folder:

iWD > Queue

Description: The total number of tasks of this classification that were completed during the reporting interval.
Source or Calculation: IWD_AGG_TASK_*.COMPL_TASK_COUNT Used in:
  • Capture Point Business Value Report
  • Capture Point Dashboard
  • Capture Point Report
  • Capture Point Task Duration Report
  • Customer Segment Service Level Report
  • Intraday Backlog Summary
  • Intraday Process Dashboard
  • Intraday Process Report
  • Process Volume Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Finished Overdue


Folder:

iWD > Queue

Description: The total number of completed tasks of this classification that were overdue during the reporting interval.
Source or Calculation: IWD_AGG_TASK_*.COMPLETED_OVERDUE Used in:
  • Intraday Backlog Summary
  • Intraday Process Dashboard
  • Intraday Process Report
  • Process Volume Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Handle Time


Folder:

iWD > Queue

Description: Total agent work time for completed tasks during the given time interval. Calculated as (finished – assigned).
Source or Calculation: IWD_AGG_TASK_AGENT_*.WORK_TIME Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: New


Folder:

iWD > Queue

Description: Number of new tasks that were submitted to iWD during the given time interval. The task is counted only after it has been classified.
Source or Calculation: IWD_AGG_TASK_*.NEW_TASK_COUNT Used in:
  • Capture Point Business Value Report
  • Capture Point Dashboard
  • Capture Point Report
  • Capture Point Task Duration Report
  • Customer Segment Service Level Report
  • Intraday Backlog Summary
  • Intraday Process Dashboard
  • Intraday Process Report
  • Process Volume Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Pending


Folder:

iWD > Queue

Description: The current number of tasks that were pending (where the task status is Queued, Assigned, or Held) at the end of the reporting interval.
Source or Calculation: IWD_AGG_TASK_*.TOTAL_PENDING_TASK_COUNT Used in:
  • Intraday Backlog Summary
  • Intraday Process Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Pending Overdue


Folder:

iWD > Queue

Description: Current number of pending tasks that are overdue at the end of the given time interval. A task is considered overdue when the SLA due date and time has been missed.
Source or Calculation: IWD_AGG_TASK_*.TOTAL_OVERDUE_TASK_COUNT Used in:
  • Intraday Backlog Summary
  • Intraday Process Report
Media type:

Data type:
Metric type:

>> Back to list
Metric name: Pre Source System Time


Folder:

iWD > Queue

Description: Total pre–source system time for completed tasks during the given time interval. Calculated as (source created – first created).
Source or Calculation: IWD_AGG_TASK_*.CMPL_TASK_PRE_SRC_TIME Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

>> Back to list
Metric name: Source System Time


Folder:

iWD > Queue

Description: Total amount of time that tasks spent in the preceding system before they were submitted to and created within iWD. The creation timestamp from the source system is an extended attribute (sourceCreatedDateTime) that must be provided by the source system. Calculated as the (iWD – source system) creation timestamp for completed tasks during the given time interval.
Source or Calculation: IWD_AGG_TASK_*.CMPL_TASK_SRC_TIME Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type: Total amount of time that tasks spent in the preceding system before they were submitted to and created within iWD. Calculated as the (iWD – source system) creation timestamp for completed tasks during the given time interval.

>> Back to list
Metric name: Tasks on Cancel Queue


Folder:

iWD > Queue

Description: The total number of tasks on Cancel Queue.
Source or Calculation: Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Tasks on Captured Queue


Folder:

iWD > Queue

Description: The total number of tasks on Captured Queue.
Source or Calculation: Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Tasks on Completed Queue


Folder:

iWD > Queue

Description: The total number of tasks on Completed Queue.
Source or Calculation: Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Tasks on Delivery Attempt Hold Queue


Folder:

iWD > Queue

Description: The total number of tasks on Delivery Attempt Hold Queue.
Source or Calculation: Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Tasks on Delivery Window Hold Queue


Folder:

iWD > Queue

Description: The total number of tasks on Delivery Window Hold Queue.
Source or Calculation: Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Tasks on Error Held Queue


Folder:

iWD > Queue

Description: The total number of tasks on Error Held Queue.
Source or Calculation: Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Tasks on Force Route Hold Queue


Folder:

iWD > Queue

Description: The total number of tasks on Force Route Hold Queue.
Source or Calculation: Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Tasks on Force Route Queued Hold


Folder:

iWD > Queue

Description: The total number of tasks on Force Route Queued Hold.
Source or Calculation: Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Tasks on Hold Queue


Folder:

iWD > Queue

Description: The total number of tasks on Hold Queue.
Source or Calculation: Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Tasks on New Queue


Folder:

iWD > Queue

Description: The total number of tasks on New Queue.
Source or Calculation: Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Tasks on Non Routable Queue


Folder:

iWD > Queue

Description: The total number of tasks on Non Routable Queue.
Source or Calculation: Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Tasks on Post Processing Queue


Folder:

iWD > Queue

Description: The total number of tasks on Post Processing Queue.
Source or Calculation: Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

>> Back to list
Metric name: Tasks on Queued Queue


Folder:

iWD > Queue

Description: The total number of tasks on Queued Queue.
Source or Calculation: Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

>> Back to list
Metric name: Tasks on Rejected Queue


Folder:

iWD > Queue

Description: The total number of tasks on Rejected Queue.
Source or Calculation: Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Tasks on Restricted Delivery Queue


Folder:

iWD > Queue

Description: The total number of tasks on Restricted Delivery Queue.
Source or Calculation: Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Tasks on Submitted Queue


Folder:

iWD > Queue

Description: The total number of tasks on Submitted Queue.
Source or Calculation: Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Metric name: Tasks on Transfer Queue


Folder:

iWD > Queue

Description: The total number of tasks on Transfer Queue.
Source or Calculation: Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

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Folder: iWD > Service Objects

Metric name: Duration


Folder:

iWD > Service Objects

Description: Total amount of time that elapsed during job execution.
Source or Calculation: Calculated based on the creation timestamp for the job during the given time interval (ETL_AUDIT_START_TIME) , and the finish time (ETL_AUDIT_FINISH_TIME). Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

>> Back to list
Metric name: Extracted Events Amount


Folder:

iWD > Service Objects

Description: The total number of loaded events during job or batch run.
Source or Calculation: ETL_AUDIT.EXTRACTED_EVENTS_AMOUNT Used in:

This metric is not used in any reports.

Media type:

Data type:
Metric type:

>> Back to list


Folder: iWD > Time

There are no metrics in this folder.

This page was last edited on June 10, 2020, at 18:16.
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