Boomerang provides the ability to configure settings specific for each individual case category. The configuration table for this is /BTR/MDR_BO_CCAT. This table holds the case category specific settings for both the rework analysis and the alerting functionality.
Re-Work Analytics Configurations
| Technical Field Name | Field Description | Purpose |
| CCAT | Case Category | Specifies the ID of the Case Category being configured |
| ACTIVATE_MATCH | Activate Matching | Activates the case category specific rules for rework matching |
| REPEAT_WINDOW | Repeat Window | The repeat window in days specific to this case category for rework analysis |
| MESSAGE_MATCH | Match on Message | Match on specific messages for rework analysis |
| USE_PRIMARY | Use Primary Obj | Use the primary object to match cases for this case category |
| USE_OBJECT | Object Type | This field is used to specify which object to match upon if not using the primary object |
| REWORK_AMBER | Rework Amber | % rework level that is considered an ‘amber’ traffic light |
| REWORK_RED | Rework Red | % rework level that is considered a ‘red’ traffic light |
| CCAT_AHT | CCAT AHT | The average handle time for this case |
Alerting Configurations
| Technical Field Name | Field Description | Purpose |
| ACTIVE_MONITOR | Activate Alerting | Activates alerting for this case category |
| MONITOR PERIOD | Monitor (Hours) | Determines the time window in hours to monitor the creation of cases of this category |
| MONITOR_GREEN | Green Threshold | Defines the minimum number of cases to be created in the specified monitoring window |
| MONITOR_AMBER | Amber Threshold | Defines the threshold for the creation of amber alerts |
| MONITOR_RED | Red Threshold | Defines the threshold for the creation of ‘red’ critical alerts |
| MONITOR_CREATION | Backlog Threshold | Generate an alert when the total open backlog exceeds this value |
| MONITOR_DUEDATE | % Threshold Due | Generate an alert when the number of open overdue cases exceeds this % |
More comprehensive instructions about Alerting Configurations are detailed here: BPEM Case Alerting
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