CX Insights for iWD reports

This page describes reports in the CX Insights for iWD project, which is separate from the regular CX Insights project.

The CX Insights for iWD project Shared Reports folder contains just two folders: Custom and CX Insights for iWD, the latter of which contains reports you can use to learn more about contact center interactions involving Genesys Info Mart and intelligent Workload Distribution (iWD).

Reports in the CX Insights for iWD folder are ready-to-use, but as always, can be modified to suit your specific business needs.

About iWD reports

The following reports are available in the CX Insights for iWD folder:

• Capture Point Business Value Report
• Capture Point Task Duration Report
• Customer Segment Service Level Report
• Intraday Process Report
• Queue Priority Range Report
• Queue Task Duration Report
• Resource Performance Report
• Task Detail Report

Before using the iWD reports

The Genesys CX Insights reporting solution for iWD Data Mart uses an abstract model pre-built on Microstrategy server, which requires that underlying aggregate plug-in tables exist in the iWD Data Mart database schema.

Before you can use Genesys CX Insights for iWD reports, you must:

1. Enable four plugins: Classification, Capture, Queue and Agent. For more information, see Activating iWD Aggregate Plugins in the intelligent Workload Distribution 9.x Data Mart Reference Guide.
2. Restart the iWD Runtime Node. The appropriate database objects are automatically created.

General comments about the iWD reports

The information in this section can help you understand the CX Insights for iWD reports.

Averages

Averages in the reports that report 0 (zero) values indicate either 0 duration or 0 count. So, for example, an average hold time of 0 could signify either that interactions were placed on hold for 0 seconds, or that no interactions were placed on hold at all during the reporting interval. AverageHoldTime = Activity(HoldTime)/Activity(Hold) = 0

Definition of queue

When used for Genesys Info Mart, the The term queue refers to the following mediation DN types:

• ACD queue
• Virtual queue
• Interaction queue
• Workbin
  • Agent workbin
  • Agent group workbin
  • Place workbin
  • Place group workbin

When used for intelligent Workload Distribution (iWD), the term queue refers to the following mediation DN types:

• Interaction queue
• Workbin
  • Agent workbin
  • Agent group workbin
  • Place workbin
  • Place group workbin

Group membership

If a resource (for example, an agent or a queue) is added to a group during the reporting interval, the activities that the resource performed while it was not a group member are excluded from measurements in the reports. Reports include only those activities that resources perform while they are part of the group.

Dual membership

If the configuration of queue groups in your environment enables queues to belong to more than one queue group, interaction-related activity for a particular queue is attributed to all groups of which the queue is a member. Under these circumstances, double counting can result. For example, the sum of all accepted interactions for all queue groups might exceed the total number of interactions that are accepted within the contact center. The same issues arise with agents who belong to more than one agent group.

Viewing today’s activities

The accuracy of the reports for viewing the current day’s activities depends on when transformation and aggregation completes throughout a day and how soon you run the reports. Refer to Optimal Time to Run Reports for additional information about the timing of running reports.

Related Topics:

• Go back to the complete list of available reports.
• Learn how to understand and use reports.
• Learn how to create or customize reports.