803 ECE Dept. Activity Detail
Definition
Activity details and workflow as a snapshot per activity
This report shows one data row per activity (Chat or Email) with a summary of all important key data for each activity. The data may still change until the activities are completed.
Main data source: EGPL_CASEMGMT_ACTIVITY
Screenshots
Drilldowns
- 809 ECE Dept. Event Detail (field ActivityID)
- 809 ECE Dept. Event Detail (field CaseID)
Field description
| Field name | Description |
|---|---|
| CreateDateTime | Date and time when the activity was created |
| IntervalDateTime | Date and time of the 15 minutes interval when the activity was created |
| Date | Date when the activity was created |
| IntervalTime | Time of the 15 minutes interval when the activity was created |
| IntervalTimeString | Time of the 15 minutes interval when the activity was created as string based on database time (without timezone offset) |
| DepartmentID | ID of the department |
| Department | Name of the department |
| ActivityID | ID of the activity |
| ActivityType | Type of the activity (Chat, Email, etc.) |
| ContactData | Email address of the contact |
| Subject | Subject of the activity |
| Direction | Direction of the activity (Incoming or Outgoing) |
| ActivityStatus | Status of the activity (IsOpen or Closed) |
| ActivityProgress | Progress of the activity (ECEWorkflow , CCEQueue, Assigned, InProgress, Abandoned or Completed) |
| IncomingCompletionType | Whether the incoming activity was completed by a user or the system (UserCompletedIn or AutoCompletedIn) |
| OutgoingType | Whether the outgoing reply was sent by a user or the system (UserOut or AutoOut) |
| IDCase | ID of the case |
| TypeOfCases | Whether the activity is based on a new or existing case |
| ActivityAge | Age of the activity in days |
| ActivityTime | Age of the activity in seconds |
| Priority | Priority of the activity, which was set by the workflow or by the agents (1-7 or 0 if none, 1 = highest priority) |
| Escalated | 1 if the incoming email is an escalation of the eGain SelfService, otherwise 0 |
| DueDate | Due date for the activity |
| OverdueAge | Overdue age in days |
| OverdueTime | Overdue age in seconds |
| LanguageID | ID of the language, which was assigned for the activity in the workflow |
| LanguageName | Name of the language, which was assigned for the activity in the workflow |
| QueueID | ID of the queue, which the activity is connected with |
| QueueName | Name of the queue, which the activity is connected with |
| CreatorID | ID of the user who has created the activity |
| CreatorName | Name of the user who has created the activity |
| LastReplyUserID | ID of the user who has sent this email reply |
| LastReplyUserName | Name of the user who has sent this email reply |
| UserID | ID of the user, to whom this activity was sent to lastly |
| UserName | Name of the user to whom this activity was sent to lastly |
| AgentID | ID of the CCE agent to whom this activity was sent to lastly |
| AgentName | Name of the CCE agent to whom this activity was sent to lastly |
| LastAction | Description of the last interaction (generated by the system, if existing) |
| DraftSaved | 1 if an outgoing message was saved but was not sent yet, otherwise 0 |
| Description | Free text field for the agents to further describe the activity |
| ModifyDateTime | Date and time when the case was last updated |
| custom0 | Customer specific field for the activity (based on the ECE configuration and the mapping in the table t_custom_activity_fields) |
| custom1 | Customer specific field for the activity (based on the ECE configuration and the mapping in the table t_custom_activity_fields) |
| custom2 | Customer specific field for the activity (based on the ECE configuration and the mapping in the table t_custom_activity_fields) |
| custom3 | Customer specific field for the activity (based on the ECE configuration and the mapping in the table t_custom_activity_fields) |
| custom4 | Customer specific field for the activity (based on the ECE configuration and the mapping in the table t_custom_activity_fields) |
| custom5 | Customer specific field for the activity (based on the ECE configuration and the mapping in the table t_custom_activity_fields) |
| custom6 | Customer specific field for the activity (based on the ECE configuration and the mapping in the table t_custom_activity_fields) |
| custom7 | Customer specific field for the activity (based on the ECE configuration and the mapping in the table t_custom_activity_fields) |
| custom8 | Customer specific field for the activity (based on the ECE configuration and the mapping in the table t_custom_activity_fields) |
| custom9 | Customer specific field for the activity (based on the ECE configuration and the mapping in the table t_custom_activity_fields) |