Difference between revisions of "Case Activity Reporting"

Latest revision as of 21:30, 9 November 2014

Case Activity reporting is a suite of reports within bxp on activity time logged when agents log records in any type of form.

1 Activity Time

In bxp software (bxp) there is a facility to record the amount of activity time that is performed when dealing with a record. In bxp a CDA record is a customer record, e.g. Nick Wheeler. A CCL record is a contact record with Nick. For example we could have three pieces of activity with Nick. 1 CDA but 3 CCLs.

Each CCL has a number of pieces of information stored in it. dteCCL_X_StartDateTime and dteCCL_X_EndDateTime. dte stands for Date and Time. CCL is our contact record. X is the Id of the form / campaign it relates to. StartDateTime is when the record was first presented on screen. EndDateTime is when the outcome was saved. The difference between these two times gives the activity time.

If every outcome has activity time it is possible to report on this activity time. There are three reports in bxp for this information:

Main Menu > Data Profiling > Instant - Reminders and Case Management >

• Case Management Activity Reporting - By Form, By Period
• Case Management Activity Reporting - By Period, By User
• Case Management Activity Reporting - By Form, By Period, By User

2 Explanation of fields

In each of the reports is a table of figures.

• Outcome : The title of the outcome when it was saved.
• Activity Count : The total number of CCL records for the period
• Total Time : The total activity time
• Mean : The average activity time
• 80% Total Time : Please see the description below
• 80% Mean : Please see the description below
• Shortest : The shortest time the outcome was recorded with e.g. of 10 times { 1,2,2,2,3,3,4,5,6,7} , the shortest would be 1.
• Longest : The longest time the outcome was recorded with e.g. of 10 times { 1,2,2,2,3,3,4,5,6,7} , the longest would be 7.
• Median : Of all the CCLs sorted by time, the middle time e.g. of 10 times { 1,2,2,2,3,3,4,5,6,7} , the median would be 3.
• Mode : The most frequently occurring time in the CCLs. e.g. of 10 times { 1,2,2,2,3,3,4,5,6,7} , the mode would be 2.

Often in large operational data sets like this there are outliers. An outlier would be accidental records. For example, leaving a record open over lunch or over night. This would cause an exceptionally long activity record. The reverse is also true, agents can use the wrong outcomes or use the system incorrectly. Using a worked example you can see how different the total time and mean time can be affected.

Of 10 times { 1,2,2,2,3,3,4,5,6,700} , the longest would be 700. The total time would be 728. The mean would be 72.8. It would be better to manage the outliers.

To do this the reports have the ability to look at the 80% of the records. 80% of 10 records is 8. We remove the leading 10% and the trailing 10% of records. Of 10 records we have 1 record to remove from the start and 1 record to remove from the end. i.e the set becomes. { 2,2,2,3,3,4,5,6 }. The total time becomes 27 with an average of 3.375. This is far more reflective of the real total and averages.

It is also possible to list out the 20 shortest calls and 20 longest calls by clicking the title of the column.

3 Case Management Activity Reporting - By Form, By Period

This report returns all CCLs for a given form for the selected period.

4 Case Management Activity Reporting - By Period, By User

The report returns all CCLs for a given user from every form that that user has access to. This gives a total activity time for the agent across the breadth of form access.

5 Case Management Activity Reporting - By Form, By Period, By User

This report is a refinement of the first report by limiting the report to only one user within the same form. This can be used to compare a user with how the form is performing overall by running the first report.