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Reassignment Analysis

Reassignment Analysis iCube enables you to create ad-hoc reports for analysis. You can use this report to analyze the sequence of reassignments between groups and hands off between assignees for incidents. The sequences are determined based on the update history from the audit table. Additional calculations are included to make it easy to understand how long incidents remained with each group before being reassigned or how many hands off between assignees are observed per incident.

Description

The left panel, titled, DASHBOARD DATA SETS contain the most common attributes and metrics used for analysis.

You can start your analysis in a variety of ways.  For example:

1. From the right panel, select a visualization type.  
   Each visualization automatically pulls in enough attributes and metrics to properly depict the chart type.
2. To achieve the desired analysis, from the DASHBOARD DATA SETS,drag-and-drop attributes or metrics.
   Alternatively, you can also begin the analysis by double-clicking the desired attributes and metrics from DASHBOARD DATA SETS to add these items into a grid in the visualization canvas. 
   Once you have added the desired attributes and metrics, in the right panel, you can change visualization to convert the grid into the desired chart type.
   Note: Some visualizations may require a minimum combination of attributes and metrics in order to deliver the expected results.
3. To remove a metric or an attribute, under the Visualization panel, right-click on the desired metric or attribute and click Remove.

Usage Example

The following examples illustrate one of the many analyses you can perform using the Reassignment Analysis iCube:

If you want to compare the average and total assignments by incident priority, perform the below tasks:

1. From the DASHBOARD DATA SETS panel,
   1. Double-click #Reassignments (Group) to add it to a grid.
   2. From the grid header, right-click # of Reassignments (Group) and select Aggregate By > Average to add the average to the grid.

   3. In the Visualization panel, move Avg (# of Reassignments (Groups)) to the Vertical section.

Note: You can also drag the metrics and attributes and drop them on the Visualization column or under the Visualization 1 (blank page) to add them to the grid.

2. To change the grid to a chart, in the right panel, from the visualization options, select Bar Chart.
3. Now drag the metrics and drop them to the Color By section to apply colors to the metric values in the chart.

Tip: You can customize view of any particular parameter, right-click the parameter and modify to the required format. For example, if you want to view the Average Calls Per Agent view in a percentage format, right-click Avg Calls Per Agent, point to Number Format and select the required format from the drop-down list.

Attributes

Expand this link to view the Reassignment Analysis iCube attributes:

Attribute Name	Description
Activity Type	Type of activity involved in the reassignment task
Assigned Date	Date on which the incident is assigned
Assignee Handoff Number	The sequence order of the Assignee to whom the incident was handed off. Incident handoffs are counted only when the assignee is valid. The count continues till the Incident is resolved. Any assignment after the Incident is resolved is not counted except in case of Reopened Incidents (where count continues till final resolution)
Closed Date	Date on which the incident was closed
Current Group	Group/team or the person primarily responsible for working on the incident
Current Group Manager	Manager of the current Assignment group
Current State	Current State of the Incident
Group Reassignment Number	Unique identifier of the reassignment of an incident to a group
Incident Activity Date	Date on which the Incident was Opened, Resolved or Closed
Incident Number	Unique identifier of the incident
Major Incident Flag	Flag that indicates if the Incident is a major incident
New Assignee	Name and details of the new assignee
New Assignment Group	Name and details of the new assignment group
Old Assignee	Name and details of the old assignee
Old Assignment Group	Name and details of the old assignment group
Opened Date	Date and time on which the Incident was Opened
Priority	Sequence in which the Incident needs to be resolved, based on Impact and Urgency
Reopened Flag	Flag to indicate if the incident has been reopened
Resolved Date	Date on which the Incident was Resolved
Total Handoffs per Incident	Number of times an Incident has been handed over to a valid assignee before final resolution. Incidents reassigned after final resolution are not counted except in case of Reopened Incidents (where count continues till final resolution)
Total Reassignments per Incident	Count of total number of reassignments that have happened for an Incident

Metrics

Expand this link to view the Reassignment Analysis iCube metrics:

Metric Name	Description	Formula	Expected Values
Avg Duration for Old Assignee (Days)	The average amount of time incidents remain assigned to the individual prior to closure.	Avg(([Assigned Duration] / 86400)){[Incident Old Assignee]	0 or >0
Avg Duration for Old Assignment Group (Days)	The average amount of time incidents remain assigned to the assignment group prior to closure.	Avg(([Assigned Duration] / 86400)){[Incident Old Assignment Group]	0 or >0
Duration (Days)	The amount of time an incident has been opened.	Sum(([Assigned Duration] / 86400))
Reassignment Number of Assignee Handoffs(Incident Number)	Number of changes from one assigned to individual to another. Note: The initial assignment does not count toward hand offs. Additionally, change an assignment from Individual A to Individual B will count as one hand off rather than two.	Max([Reassignee Count]){[Incident Number]
Reassignment Number of Group Reassignments {Incident Number}	Number of changes from one group to another. Note: The initial assignment does not count toward reassignments. Additionally, changing an assignment from Group A to Unassigned to Group B will count as one reassignment rather than two.	Max([Reassignment Count]){[Incident Number]
Updates	Total number of updates per incident.	Sum(Updates)