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= Task Work Detail Report=
 
= Task Work Detail Report=
  
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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.
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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.
  
 
{{AnchorDiv|HRCXITaskDetailReport}}
 
{{AnchorDiv|HRCXITaskDetailReport}}
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To get a better idea of what this report looks like, view sample output from the report:<br/>
 
To get a better idea of what this report looks like, view sample output from the report:<br/>
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{{RepositoryTemp|SampleTaskWorkDetailReport.pdf| |SampleTaskWorkDetailReport.pdf}}
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{{Repository|SampleTaskWorkDetailReport.pdf| |SampleTaskWorkDetailReport.pdf}}
  
 
|media1=HRCXIiWDTskWrkDtl.png
 
|media1=HRCXIiWDTskWrkDtl.png
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|Assign Date
 
|Assign Date
 
|Enables data to be organized by the date, in YYYY-MM-DD, on which a task was assigned to the agent.
 
|Enables data to be organized by the date, in YYYY-MM-DD, on which a task was assigned to the agent.
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<!--|TASK_WORK_FACT.ASSIGN_DATE_KEY-->
 
 
|-
 
|-
 
|Day of Year
 
|Day of Year
 
|Enables data to be organized by the day of the year when the work started.
 
|Enables data to be organized by the day of the year when the work started.
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<!--|TASK_WORK_FACT.START_DATE_TIME_KEY-->
 
 
|-
 
|-
 
|Source Process
 
|Source Process
 
|Enables data to be organized by the name of the source-system process—for example, Order.
 
|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
 
|Source Process Subtype
 
|Subtype of the process—for example, Activation.
 
|Subtype of the process—for example, Activation.
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<!--|SOURCE_PROCESS.SOURCE_PROCESS_SUBTYPE-->
 
 
|-
 
|-
 
|Start Date Time
 
|Start Date Time
 
|Enables data to be organized by the 15-minute interval during which this record was created.
 
|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
 
|Assign Time
 
|Enables data to be organized by the time of day at which the task was assigned to the agent.
 
|Enables data to be organized by the time of day at which the task was assigned to the agent.
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<!--|TASK_WORK_FACT.ASSIGN_TIME_KEY-->
 
 
|-
 
|-
 
|Department
 
|Department
 
|Enables data to be organized by the name of the department for which iWD prioritizes and routes tasks.
 
|Enables data to be organized by the name of the department for which iWD prioritizes and routes tasks.
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<!--|DEPARTMENT.DEPARTMENT_NAME by way of (PROCESS.DEPARTMENT_KEY on TASK_FACT.PROCESS_KEY=PROCESS.PROCESS_KEY)-->
 
 
|-
 
|-
 
|Process
 
|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.
 
|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
 
|Category
 
|Enables data to be organized by the descriptive name of the category.
 
|Enables data to be organized by the descriptive name of the category.
−
<!--|CATEGORY.CATEGORY_NAME by way of (TASK_FACT.CATEGORY_KEY)-->
 
 
|-
 
|-
 
|Product
 
|Product
 
|Enables data to be organized by the type of the product.
 
|Enables data to be organized by the type of the product.
−
<!--|PRODUCT.PRODUCT_TYPE by way of (TASK_FACT.PRODUCT_KEY)-->
 
 
|-
 
|-
 
|Product Subtype
 
|Product Subtype
 
|Enables data to be organized by the subtype of the product.
 
|Enables data to be organized by the subtype of the product.
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<!--|PRODUCT.PRODUCT_SUBTYPE by way of (TASK_FACT.PRODUCT_KEY)-->
 
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|-
 
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|Queue
 
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|Enables data to be organized by the descriptive name of the interaction queue or workbin.
 
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<!--|QUEUE.QUEUE_TYPE by way of (TASK_FACT.CURRENT_QUEUE_KEY)-->
 
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|-
 
−
|Queue Type
 
−
|Enables data to be organized by the type of the distribution queue; one of the following values:
 
−
*InteractionQueue
 
−
*AgentWorkbin
 
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*AgentGroupWorkbin
 
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*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  
 
|Media Channel  
 
|Enables data to be organized by the name of the media channel through which a task is received.  
 
|Enables data to be organized by the name of the media channel through which a task is received.  
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<!--|MEDIA_CHANNEL.MEDIA_CHANNEL_NAME by way of (TASK_FACT.MEDIA_CHANNEL_KEY)-->
 
 
|-
 
|-
 
|Resource ID
 
|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.
 
|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.
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<!--|AGENT.AGENT_ID by way of (TASK_FACT.LAST_ASSIGNED_AGENT_KEY)-->
 
 
|-
 
|-
 
|Assign Date Time
 
|Assign Date Time
 
|Enables data to be organized by the date  and time when the task was assigned to the agent.
 
|Enables data to be organized by the date  and time when the task was assigned to the agent.
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<!--|TASK_WORK_FACT.ASSIGN_DATE_KEY, TASK_WORK_FACT.ASSIGN_DATE_KEY-->
 
 
|-
 
|-
 
|Finish Date Time
 
|Finish Date Time
 
|Enables data to be organized by the date and time when the task was finished by the agent.
 
|Enables data to be organized by the date and time when the task was finished by the agent.
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<!--|TASK_WORK_FACT.FINISH_DATE_KEY, TASK_WORK_FACT.FINISH_TIME_KEY-->
 
 
|-
 
|-
 
|Customer Segment
 
|Customer Segment
 
|Enables data to be organized by the descriptive name of the customer segment.
 
|Enables data to be organized by the descriptive name of the customer segment.
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<!--|CUSTOMER_SEGMENT.CUSTOMER_SEGMENT_NAME by way of (TASK_FACT.CUSTOMER_SEGMENT_KEY)-->
 
 
|-
 
|-
 
|Customer 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.
 
|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.
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<!--|CUSTOMER.CUSTOMER_ID by way of (TASK_FACT.CUSTOMER_KEY)-->
 
 
|-
 
|-
 
|Result Code
 
|Result Code
 
|Enables data to be organized by the descriptive name of the result code.
 
|Enables data to be organized by the descriptive name of the result code.
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<!--|RESULT_CODE.RESULT_CODE_NAME by way of (TASK_FACT.LAST_RESULT_CODE_KEY)-->
 
 
|-
 
|-
 
|Priority
 
|Priority
 
|Enables data to be organized by the priority assigned to the task.  
 
|Enables data to be organized by the priority assigned to the task.  
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<!--|TASK_FACT.CURRENT_PRIORITY_KEY by way of (TASK_FACT.CURRENT_PRIORITY_KEY-->
 
 
|-
 
|-
 
|Interaction ID  
 
|Interaction ID  
 
|Enables data to be organized by the task ID, which is a unique value within a single Interaction Server database.
 
|Enables data to be organized by the task ID, which is a unique value within a single Interaction Server database.
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<!--|TASK_FACT.INTERACTION_ID-->
 
 
|-
 
|-
 
|Capture ID  
 
|Capture ID  
 
|Enables data to be organized by the ID of the task capture as issued by the originating source system.
 
|Enables data to be organized by the ID of the task capture as issued by the originating source system.
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<!--|TASK_FACT.CAPTURE_ID-->
 
 
|-
 
|-
 
|Assign Task Event 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 agent.
 
|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 agent.
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<!--|TASK_WORK_FACT.ASSIGN_TASK_EVENT_ID-->
 
 
|-
 
|-
 
|Finish 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.
 
|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.
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<!--|TASK_WORK_FACT.FINISH_TASK_EVENT_ID-->
 
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|-
 
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|Solution Name
 
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|Enables data to be organized by the descriptive name of the solution.
 
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<!--|SOLUTION.SOLUTION_NAME by way of (TASK_FACT.SOLUTION_KEY)-->
 
 
|-
 
|-
 
|Is Abandon
 
|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.
 
|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.
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<!--|TASK_WORK_FACT.IS_ABANDON-->
 
 
|-
 
|-
 
|Source Tenant
 
|Source Tenant
 
|'''Note: This field is reserved for future use.''' Enables data to be organized by the name of the tenant from the source system.
 
|'''Note: This field is reserved for future use.''' Enables data to be organized by the name of the tenant from the source system.
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<!--|SOURCE_TENANT.SOURCE_TENANT_NAME by way of (TASK_FACT.SOURCE_TENANT_KEY)-->
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<!--
 
|-
 
|-
 
|Tenant
 
|Tenant
 
|Enables data to be organized by the name of the tenant.  
 
|Enables data to be organized by the name of the tenant.  
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<!--|TENANT.TENANT_NAME-->
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-->
 
|-
 
|-
 
|Process Custom Dim Attribute 1-5
 
|Process Custom Dim Attribute 1-5
 
|These five attributes enable data to be organized by the type of custom dimension.
 
|These five attributes enable data to be organized by the type of custom dimension.
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<!--|PROCESS.CUSTOM_DIM_KEY-->
 
 
|-
 
|-
 
|Department Custom Dim Attribute 1-5
 
|Department Custom Dim Attribute 1-5
 
|These five attributes enable data to be organized by the type of custom dimension.
 
|These five attributes enable data to be organized by the type of custom dimension.
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<!--|DEPARTMENT.CUSTOM_DIM_KEY-->
 
 
|-
 
|-
 
|Tenant Custom Dim Attribute 1-5
 
|Tenant Custom Dim Attribute 1-5
 
|These five attributes enable data to be organized by the type of custom dimension.
 
|These five attributes enable data to be organized by the type of custom dimension.
−
<!--|TENANT.CUSTOM_DIM_KEY-->
 
 
|-
 
|-
 
|}
 
|}

Revision as of 18:32, June 18, 2020

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.

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 Note: This field is reserved for future use. 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
Assign Date Enables data to be organized by the date, in YYYY-MM-DD, on which a task was assigned to the agent.
Day of Year Enables data to be organized by the day of the year when the work started.
Source Process Enables data to be organized by the name of the source-system process—for example, Order.
Source Process Subtype Subtype of the process—for example, Activation.
Start Date Time Enables data to be organized by the 15-minute interval during which this record was created.
Assign Time Enables data to be organized by the time of day at which the task was assigned to the agent.
Department Enables data to be organized by the name of the department for which iWD prioritizes and routes tasks.
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.
Category Enables data to be organized by the descriptive name of the category.
Product Enables data to be organized by the type of the product.
Product Subtype Enables data to be organized by the subtype of the product.
Media Channel Enables data to be organized by the name of the media channel through which a task is received.
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.
Assign Date Time Enables data to be organized by the date and time when the task was assigned to the agent.
Finish Date Time Enables data to be organized by the date and time when the task was finished by the agent.
Customer Segment Enables data to be organized by the descriptive name of the customer segment.
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.
Result Code Enables data to be organized by the descriptive name of the result code.
Priority Enables data to be organized by the priority assigned to the task.
Interaction ID Enables data to be organized by the task ID, which is a unique value within a single Interaction Server database.
Capture ID Enables data to be organized by the ID of the task capture as issued by the originating source system.
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 agent.
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.
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.
Source Tenant Note: This field is reserved for future use. Enables data to be organized by the name of the tenant from the source system.
Process Custom Dim Attribute 1-5 These five attributes enable data to be organized by the type of custom dimension.
Department Custom Dim Attribute 1-5 These five attributes enable data to be organized by the type of custom dimension.
Tenant Custom Dim Attribute 1-5 These five attributes enable data to be organized by the type of custom dimension.

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
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