Contents

Work Items Report

The Work Items report displays detailed information on Work Items performed for a process. The information is grouped by user and then by Work Item, and includes Dynamic Details related to Work Items.

The detailed information in the report includes:

Process name
Total Duration of time for all Work Items for the process
Total Work Time agents spent on all Work Items
Dynamic Details associated with the Work Item
Process ID
Date and time the Work Item started
Date and time the Work Item ended
Duration of time for the instance of the Work Item
Date and Time the instance of the Work Item was picked up by the agent
Length of time an agent spent working on the instance of the Work Item
Agent or queue assigned to complete a Work Item
Work Item name
Average amount of time the user or queue users spent working on the picked-up tasks associated with the Work Item
Average duration of all the tasks associated with the Work Item

Parameters

Use the following parameters to include or exclude data on the report. For example, if you do not specify a Process Version, all Process Versions are included in the report. If you specify a Process Version, only the Process Version 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:

Date Range (required)
User
Process Version
Process

Sample report

Click on the image below to view a sample of this report.

Report Element Descriptions

Report Element	Database Column or Computation
Process	Internal function that returns the Process name for a given IPA_Flows.FlowID
Total Duration	Calculated per Process based on total of IPA_Work_Item_Interactions.SegmentEndDate minus IPA_Work_Item_Interactions.SegmentStartDate Could be grayed to indicate that the work item is still running (the segment has not ended)
Total Work Time	Calculated based on IPA_Work_Item_Interactions.ConnectedDurationSeconds
Description	IPA_Work_Items.Description
Process	IPA_Flows.NumericID
Started	IPA_Work_Item_Interactions.SegmentStartDate
Ended	IPA_Work_Item_Interactions.SegmentEndDate
Duration	Calculated based on: Ended minus Started columns Could be grayed to indicate that the work item is still running (the segment has not ended)
Picked Up	Local time of IPA_Work_Items_Interactions.PickupDateUTC
Work Time	IPA_Work_Items_Interactions.ConnectedDurationSeconds
Agent User/Queue	IPA_Work_Items_Interactions.DestinationQueueID
Work Item	IPA_Work_Items.Description
Avg. Work Time	Average calculated based on the Work Item's total Work Time divided by the number of Work Item tasks that were picked up
Avg. Total Time	Average calculated based on the Work Item's total Duration divided by the total number of Work Item tasks

Stored Procedure

sprpt_query_Sumflows

Tables

IPA_Flows
IPA_Jobs