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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

1

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.
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 an Interaction ID on which to focus 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)
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)
Resource ID Enables data to be organized by the ID of the agent who was assigned the task or work item, as captured by the source system. AGENT.AGENT_ID by way of (TASK_FACT.LAST_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
This page was last edited on March 25, 2020, at 17:41.

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