- Contents
Interaction Reporter Help
Process Detail Report
The Process Detail report displays detailed information on the States of specific business processes. The details are grouped by Process and Process ID, and displayed by process State, for the specified period of time.
The report details for the process include:
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Process name
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Process ID
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Dynamic Details associated with the process
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Total work time on all agent tasks for the process
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States associated with the process
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Date and time the state started
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Date and time the state ended
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Duration of time the process was in the state
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Due date and time assigned to user to complete the task
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User or queue assigned to the task
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Pick up date and time the task was accepted by the agent
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Length of time agent worked on the task
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Notes related to the instance of the process
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Interactions related to the instance of the process
Parameters
Use the following parameters to include or exclude data on the report. For example, if you do not specify a Process Status, all Process Statuses are included in the report. If you specify a Process Status, only the Process Status that matches the one you specified is included in the report. Some parameters allow for multiple selections. Parameters are displayed in the header section of the report. Date Range is included in the header because it is a required parameter. The remaining parameters are included in the report header only if you specified them when you ran the report.
The following parameters can be specified for the Process Detail report:
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Date Range (required)
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Process Status
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Process ID
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Process Version
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User
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Process
Sample Report
Click on the image below to view a sample of this report.
Report Element Descriptions
|
Report Element |
Database Column or Computation |
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Process |
Internal function that returns the Process name for a given IPA_Flows.FlowID |
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Process ID |
IPA_Flows.NumericID
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Dynamic Details |
IPA_Flows.DynamicDetails |
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Total Work Time |
Report calculated field |
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States |
IPA_Entities.ObjectName Corresponding to the current IPA_States.StateID |
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Started |
IPA_States.StartDateTime |
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Ended |
IPA_States.EndDateTime |
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Duration |
Report calculated field |
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Due Date |
Local time of IPA_Work_Items.DueDateUTC |
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Agent User/Queue |
IPA_Work_Items_Interactions.DestinationQueueID |
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Picked Up |
Local time of IPA_Work_Items_Interactions.PickupDateUTC |
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Work Time |
IPA_Work_Items_Interactions.ConnectedDurationSeconds |
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Notes |
IPA_Flow_Notes.Notes |
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Related Interactions |
IPA_Related_Interactions.UserQueueID IPA_Related_Interactions.CallIDkey IPA_Related_Interactions.DateRelated Calldetail.Direction Calldetail.CallType Calldetail.CallDurationSeconds |
Stored Procedure
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sprpt_query_Sumflows
Tables
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IPA_Flows
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IPA_Jobs