Staff Performance
The Staff Performance reports give information about the time spent by staff on the Visit transactions.
The following sections are available for the creation of Staff Performance reports together with the following general sections: Branch, Date, Staff, and Time.
Day filter
Name | Description |
Day | Relative date selection |
Session Outcome
Name | Description |
Session outcome | Session outcome as defined in dim_staff_session_outcome. |
Measures/Metrics
There is a number of time stamps used to define the different time periods for a staff session.
• When a staff logs on to a Service Point, a user session is started. The time stamp is called session_start_ts below.
• When a Visit transaction is called to a Service Point, a staff transaction is started. The timestamp is called session_start_transaction_ts.
• Optionally, after serving the Customer, the staff can perform a wrapup. The time stamp is named session_wrapup_ts.
• After serving the current Service, the staff will end the transaction, recycle the transaction, or transfer the Service to a Queue, Service Point Pool or User Pool for further Service. The time stamp is named session_end_transaction_ts.
• When a staff logs out the user session is ended. The time stamp is called session_end_ts below.
The following definitions are used in statistics regarding different time periods
total time = session_end_ts – session_start_ts
serving time = sum of all (session_end_transaction_ts – session_start_transaction_ts)
wrapup time = sum of all (session_end_transaction_ts – session_wrapup_ts)
idle time = total time – serving time
In Analysis Reports the time periods will be shown formatted as hh:mm:ss.
Name | Description |
Idle Time, Average | The average idle time per session. |
Idle Time, Total | The total idle time. |
Number of Transactions | The total number of transactions |
Session End, Earliest | The earliest end time for a session during the selected time period |
Session End, Latest | The latest end time for a session during the selected time period |
Session Start, Earliest | The earliest start time for a session during the selected time period |
Session Start, Latest | The latest start time for a session during the selected time period |
Session Time, Average | The average session time per session. |
Session Time, Total | The sum of session time for the current selection of staff sessions |
Sessions, Ends | The total number of session ends |
Sessions, Starts | The total number of session starts |
Store Next Time, Total | The total time the staff member has been in store next waiting for customers |
Transaction Time, Average | The average transaction time per transaction for the Staff (Note: this is the Staff transaction time and not the Visits transaction time.) |
Transaction Time, Total | The total transaction time. |
Wrapup time, Average | The average wrap-up time. |
Wrapup Time, Total | The sum of serving time for the current selection of staff sessions |
