Productivity Report

Productivity report core logic was updated to include new fields

• Incomplete work time
  This is the time spent in BDEx sessions for work items with status is not deferred or completed at the end of the session.
  i.e. User launches customer centric hub session to review BPEM case and does not complete or defer the case, this session would be logged as incomplete.

• Complete work time
  This is the time spent in BDEx sessions for work items with status is deferred or completed at the end of the session.
  i.e. User launches customer centric hub session to review BPEM case and the case is either completed or the case is deferred, this session would be logged as complete.

• AHT Incomplete (Average Handle Time)
  The average handle time is calculated for all work items logged as incompleted.
  AHT = incompleted work time / incompleted worked total

• AHT Worked
  The average handle time is calculated for all work items logged as worked (deferred or completed)
  AHT = completed work time / completed worked total