843 ECE Dept. Daily Activity Performance by Type
Definition
Activity key data on a historical basis per department, day and ActivityType
note
This report does not take into consideration any system time offset (normally UTC) by the CUIC user timezone!
This report shows activity key data based on historical data per department, day and ActivityType (Chat or Email). It also contains information about the resolution duration, either in the hh:mm:ss format (default) or calculated in days (optional).
Main data source: EGPL_CASEMGMT_ACTIVITY
Screenshots
Field description
| Field name | Description | Formula |
|---|---|---|
| DepartmentID | ID of the department | |
| Department | Name of the department | |
| Date | Date of the daily sum | |
| DoW | Weekday of the daily sum (1 Mon - 7 Sun) | |
| ActivityType | Type of the activity (Chat, Email, etc.) | |
| Created | Number of created activities | |
| CreatedIn | Number of created incoming activities | |
| PerCreatedIn | Percentage of created incoming activities | CreatedIn / Created |
| CreatedOut | Number of created outgoing activities | |
| PerCreatedOut | Percentage of created outgoing activities | CreatedOut / Created |
| Closed | Number of closed activities (complete or incomplete) | |
| ClosedIn | Number of closed incoming activities (complete or incomplete) | |
| PerClosedIn | Percentage of closed incoming activities (complete or incomplete) | ClosedIn / Closed |
| ClosedOut | Number of closed outgoing activities (complete or incomplete) | |
| PerClosedOut | Percentage of closed outgoing activities (complete or incomplete) | ClosedOut / Closed |
| ClosedCompletedIn | Number of incoming, completely closed activities | |
| PerClosedCompletedIn | Percentage of incoming, completely closed activities | ClosedCompletedIn / Closed |
| ClosedIncompleteIn | Number of incoming, incompletely closed activities | |
| PerClosedIncompleteIn | Percentage of incoming, incompletely closed activities | ClosedIncompleteIn / Closed |
| ClosedUserCompletedIn | Number of incoming activities completely closed by the users | |
| PerClosedUserCompletedIn | Percentage of incoming activities completely closed by the users | ClosedUserCompletedIn / Closed |
| ClosedAutoCompletedIn | Number of incoming activities completely closed by the system | |
| PerClosedAutoCompletedIn | Percentage of incoming activities completely closed by the system | ClosedAutoCompletedIn / Closed |
| ClosedUserOut | Number of outgoing activities closed by the user | |
| PerClosedUserOut | Percentage of outgoing activities closed by the user | ClosedUserOut / Closed |
| ClosedAutoOut | Number of outgoing activities closed by the system | |
| PerClosedAutoOut | Percentage of outgoing activities closed by the system | ClosedAutoOut / Closed |
| ResolutionDays | Duration in days to activity closure | |
| AvgResolutionDays | Average duration in days to activity closure | ResolutionDays / Closed |
| ResolutionDaysIn | Duration in days to activity completion | |
| AvgResolutionDaysIn | Average duration in days to activity completion | ResolutionDaysIn / Closed |
| ResolutionDaysOut | Duration in days to incomplete activity closure | |
| AvgResolutionDaysOut | Average duration in days to incomplete activity closure | ResolutionDaysOut / Closed |
| MaxResolutionDays | Longest duration in days to activity closure | |
| ResolutionTime | Duration in seconds to activity closure | |
| AvgResolutionTime | Average duration in seconds to activity closure | ResolutionTime / Closed |
| ResolutionTimeIn | Duration in seconds to activity completion | |
| AvgResolutionTimeIn | Average duration in seconds to activity completion | ResolutionTimeIn / Closed |
| ResolutionTimeOut | Duration in seconds to incomplete activity closure | |
| AvgResolutionTimeOut | Average duration in seconds to incomplete activity closure | ResolutionTimeOut / Closed |
| MaxResolutionTime | Longest duration in seconds to activity closure |