846 ECE Dept. Daily Activity Closed by Q_User

Definition

Activity key data for closed activities on a historical basis per department, day, queue and user

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 for closed activities based on historical data per department, day, queue and user. 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

Drilldowns

• 803 ECE Dept. Activity Detail (field Closed)

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.)
QueueID	ID of the queue, which the activity is connected with
QueueName	Name of the queue, which the activity is connected with
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
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