845 ECE Dept. Daily Activity Closed by Type_User
Definition
Activity key data for closed activities on a historical basis per department, day, ActivityType and user
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, ActivityType (Chat or Email) and queue. 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
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- 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.) | |
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 |