813 ECE Dept. Open Activity Status by Type
Definition
Status and age of open activities per department and ActivityType
This report shows one data row per ActivityType (Chat or Email) with a summary of all open cases and their current status. It also provides information about the case age and whether the cases are overdue.
Main data source: EGPL_CASEMGMT_ACTIVITY
Screenshots
Drilldowns
- 803 ECE Dept. Activity Detail (field Open)
Field description
| Field name | Description | Formula |
|---|---|---|
| DepartmentID | ID of the department | |
| Department | Name of the department | |
| ActivityType | Type of the activity (Chat, Email, etc.) | |
| IsOpen | Always 1 (for summary of all open activities) | |
| ECEWorkflow | Number of activities in the entry workflow of ECE | |
| PerECEWorkflow | Percentage of activities in the entry workflow of ECE | ECEWorkflow / IsOpen |
| CCEQueue | Number of activities in the CCE queue | |
| PerCCEQueue | Percentage of activities in the CCE queue | CCEQueue / IsOpen |
| Assigned | Number of activities routed to an agent (not yet accepted) | |
| PerAssigned | Percentage of activities routed to an agent (not yet accepted) | Assigned / IsOpen |
| InProgress | Number of activities being worked on by agents | |
| PerInProgress | Percentage of activities being worked on by agents | InProgress / IsOpen |
| Incoming | Number of incoming activities | |
| PerIncoming | Percentage of incoming activities | Incoming / IsOpen |
| Outgoing | Number of outgoing activities | |
| PerOutgoing | Percentage of outgoing activities | Outgoing / IsOpen |
| NewCases | Number of activities that are based on a new case | |
| PerNewCases | Percentage of activities that are based on a new case | NewCases / IsOpen |
| ExistingCases | Number of activities that are based on an existing case | |
| PerExistingCases | Percentage of activities that are based on an existing case | ExistingCases / IsOpen |
| ActivityAge | Age of the activities in days | |
| AvgActivityAge | Average age of the activities in days | ActivityAge / IsOpen |
| ActivityTime | Age of the activities in seconds | |
| AvgActivityTime | Average age of the activities in seconds | ActivityTime / IsOpen |
| MaxActivityAge | Age of the oldest activity in days | |
| MaxActivityTime | Age of the oldest activity in seconds | |
| OldestActivityStamp | Creation date of the oldest activity | |
| WithoutDueDate | Number of activities without a due date | |
| PerWithoutDueDate | Percentage of activities without a due date | WithoutDueDate / IsOpen |
| BeforeDueDate | Number of activities which did not pass the due date yet | |
| PerBeforeDueDate | Percentage of activities which did not pass the due date yet | BeforeDueDate / IsOpen |
| DaysToDue | Number of days to the due date | |
| AvgDaysToDue | Average number of days to the due date | DaysToDue / BeforeDueDate |
| TimeToDue | Number of seconds to the due date | |
| AvgTimeToDue | Average number of seconds to the due date | TimeToDue / BeforeDueDate |
| MinDaysToDue | Shortest number of days to the due date | |
| MinTimeToDue | Shortest number of seconds to the due date | |
| Overdue | Number of activities which passed the due date | |
| PerOverdue | Percentage of activities which passed the due date | Overdue / IsOpen |
| OverdueAge | Overdue age in days | |
| AvgOverdueAge | Average overdue age in days | OverdueAge / Overdue |
| OverdueTime | Overdue age in seconds | |
| AvgOverdueTime | Average overdue age in seconds | OverdueTime / Overdue |
| MaxOverdueAge | Maximum overdue age in days | |
| MaxOverdueTime | Maximum overdue age in seconds |