The Activity Log within BDEx currently tracks all activities processed via the BDEx Customer Centric Hub for each agent ID. This data is analyzed with the Productivity Report to provide a high level aggregated view of the AHT and overall productivity for each user, BPEM case type and team utilizing BDEx.
The Productivity Report provides a full view of the agents work within the Customer Centric Hub with an understanding of the BPEM case being worked upon from the time the case has been allocated to the user via the Dynamic Work Centre until an outcome is achieved i.e. the case is completed or BDEx is left without a status update to the case.
This report can be utilized to determine a single agents volume of cases completed per time period, average handling time per time period or per case and also be filtered by team or BPEM case category.
The outcomes are determined from the system status within the BPEM Case from table EMMA_CASE.
The report provides the processing information of each case by an agent from the time it was assigned to an agent to the outcome.
The Productivity Report provides an aggregated view of the key statistics and the underlying data can be accessed using the Activity Log for an understanding of the particular actions an agent completed during the course of a working period.