Report Headers

• Class – Displays the Work Request class information
• Subclass – Displays the secondary information about the work request i.e. if the Class is ISU_BPEM the subclass will be the BPEM case category.
• Subclass description – Long text description used to add context to the subclass identifier.
• Object ID – Displays the Org Unit the agent is assigned to in the organizational structure who worked the case.
• Object Name – Displays the Org unit name the agent is assigned to in the organizational structure who worked the case.
• Object ID – Displays the position ID the agent is assigned to in the organization structure who worked the case.
• Object Name – Displays the position name the agent is assigned to in the organization structure who worked the case.
• User name – the processor or user name for the SAP agent who carried out the activities against the work item.
• Complete Name – The full agent name description associated to the user name
• DWC – This is a flag to indicate whether the work item was allocated via the Dynamic Work Center or whether the account was launched directly within the BDEx search function or the standard BPEM display case screen.
• Completed – Cases marked as ‘completed’ have been determined to be completed cases. If the status of the work request was changed to complete during the period when the agent was carrying out activities on the account the status completed is recorded within the activity log. The report collates all these records and totals the values in this field.
• Secondary – For any additional work requests completed in the CCH session that are not the primary work request (the primary WR is the WR used to launch the CCH) these are logged as secondary items. Secondary items are not included in the completed or handled count but counted in this field only.
• Pending – Cases marked as ‘Pending’ have been determined to have been finished with an outcome of the work request is pended and counted within this field for the total.
• Incomplete – Cases marked as ‘incomplete’ have been determined to have an incomplete outcome. If the case is assigned to the user and has a status of ‘In Process’ or ‘New’ and no forwarding reason has been assigned to the case the case will be classified as incomplete and counted within this field for the total.
• Worked – the total accounts worked (i.e. completed and on hold items subtotaled)
• Handled – This is the volume of items touched i.e. totaled amount of items regardless of the outcome.
• AHT – Is the productivity time divided by the no of items ‘Worked’.
• EHT – Is the no of items ‘Worked’ times by the estimated resolution time derived from configurable table /BTI/MDE_C_WRRES.
• Paused Time – The total time recorded under any ‘Offline Activities’ aggregated according to the selection option selected.
• Total Time – This is the total of all session times including the pause times recorded aggregated according to the selection option selected.
• Prod. Time – This is the total of all session times excluding the pause times recorded aggregated according to the selection option selected.
• % Productivity – This is the % performance the calculation for this is – Productive time (the total time minus the paused time) divided by the EHT for case/s that have been handled within the date range selected.