Table Headings

The following headings are displayed in the table view:

Heading Description
Case Category This is the category of the case
Work Queue Which org unit, position or User the case is assigned to
In Queue The cases are assigned to an org unit, position or user but the case has no processor and is not in a user’s inbox therefore is still waiting to be allocated to a user.
Assigned The case has a processor ID and therefore is sitting in a user’s inbox to be worked
Unassigned The case is not assigned to any org unit, position or user and therefore will not be picked up by “Get Work” or allocated automatically.
In Progress The case is being worked in the “Customer Centric Hub” by a user.
Deferred The case has been deferred by a user and has not yet reached the deferral date to be reviewed.
Total The total number of cases
Volume overdue How many cases have passed their due date
Volume Not Due The number of cases that have a due date in the future.
Online Users The number of users logged into BDEx that are assigned to the work queue. If users are assigned to multiple queues they will be added to each queue and hence you will see the same user several times. The total view however will reflect the actual number of users.
Resolution Time (EHT Minutes) The resolution time determined to work 1 case. This is configured in table /BTI/MDE_C_WRRES.
Backlog Time (Minutes) The time it would take to work all of the overdue cases (volume of overdue X resolution time{EHT Minutes}).


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