Rework Analytics Output

When displaying the report output for the Rework Analytics, the user will be presented with the following Overall Summary Screen:

Overall Summary

At the top of the screen, it displays the report heading which includes From and To dates for the analysis period covered in this execution of the report.

In the Overall Summary, we can see the following information:

CCATs:
The total number of case categories analysed.

% CCAT
The percentage number of case categories that have identified rework

Tot Cases
The total number of cases analysed, across all of the selected Case Categories.

Resolved
The total number of cases that have been resolved ( statuses completed, cancelled, confirmed)

Tot Rework
The total number of cases that have been generated as a result of probable rework, across all of the Case Categories analysed.

% Rework
The percentage of cases that have been generated as a result of probable rework, across all of the Case Categories analysed.

From the Overall Summary, the user can select the other available views from the dropdown menu:

Summary By Case Category

The summary by Case Category provides the following information for each Case Category being analysed:

CCAT
The Case Category ID.

Case Category Short Text
The short text description of the Case Category.

Tot Cases
The total number of cases for this case category in the analysis period.

Resolved
The total number of cases that have been resolved cases for this category (statuses completed, cancelled, confirmed).

Tot Rework
The total number of cases that have been generated as a result of probable rework.

% Rework
The percentage rework for this case category.

Rework
The rework traffic light indicator, signifying whether the level of rework for this case category is green, amber or red depending on the configured rework tolerances.

ETW (Mins)
Estimated Time Wastage. This is the total time, in minutes, that signifies the amount of time that has been potentially wasted due to rework for this case category.This field will only calculate if an Average Handle Time (AHT) has been recorded for this Case Category. This value is only intended as an indicative figure, to estimate the possible amount of time that has been potentially wasted, based upon the volume of rework x the Average Handle Time.
Refer to Case Category Configuration for details on how to configure the specific AHTs.

Tot Users
The total number of users for this case category. This is either users who are assigned to the cases or users who have previously resolved the cases (completed, cancelled etc).

Rework Users
The number of users who have generated probable rework for this case category.

% Creating Re-work
The % number of users creating the rework. For example 40% of the workforce on this case generating possible rework for the rest of the user community.

Overdue
The total number of cases that are overdue, past their scheduled due date.

Longest Overdue (Days)
The number of days past the scheduled due date for the most overdue case for this category.

Summary By User

The Summary By User view displays the following information for each user:

Processor
The SAP user id.

Complete name
The full name of the user.

Tot Cases
The total number of cases that the user has open and/or has resolved.

Resolved
The number of cases the user has completed in the analysis period.

Tot Rework
The number of cases that the user has completed that has resulted in downstream rework.

% Rework
The percentage of probable rework cases for this user.

Rework
The rework traffic light indicator, signifying whether the level of rework for this user is green, amber or red depending on the configured rework tolerances.