PeopleSoft CRM Call Center Reports: A to Z
The tables in this topic list the PeopleSoft Support and PeopleSoft HelpDesk reports, sorted by report ID.
For more information about running these reports, refer to:
The corresponding topic in this product documentation.
PeopleTools: Process Scheduler
PeopleTools: BI Publisher for PeopleSoft.
PeopleTools: SQR Language Reference for PeopleSoft
For samples of these reports, see the Report Samples that are published with this online documentation.
This topic discusses:
PeopleSoft HelpDesk case reports.
Except for report RCC2009, all HelpDesk-specific report IDs start with RCC1
PeopleSoft Support case reports.
All Support-specific report IDs start with RCC2.
Solution reports (shared by both applications).
Solution report IDs start with RCC2.
Note: For most reports the query name and report name are the same. If the query name is different, it appears in the Report ID and Report Name column. Unless otherwise noted, the from date and through date for the cases included in a report refer to the case creation date.
|
Report ID and Report Name |
Description |
Navigation |
Run Control Page |
|---|---|---|---|
|
RCC1002 HelpDesk Cases By Agent |
This report categorizes cases according to the agents to whom the case is assigned. For each case, the report shows the case ID, status, priority, contact name, date created, and subject. |
|
RUN_RCC1002 |
|
RCC1003 HelpDesk Cases By Department |
This report lists the departments that have reported cases. For each department, the report shows the number of cases reported. |
|
RUN_RCC1003 |
|
RCC1004 HelpDesk Case By Priority (RC_CASES_BY_PRIORITY) |
This report provides a list of cases ordered by priority and gives the total number of cases for each priority. For each case, the report shows the priority, case ID, status, department, reported by, date created, and assigned to agent. |
|
RUN_RCC1004 |
|
RCC1005 HelpDesk Cases By Type |
This report provides a list of cases categorized and subtotaled by case type. For each case, the report shows the case ID, priority, status, caller name, date created, and assigned to. |
|
RUN_RCC1005 |
|
RCC1006 HelpDesk Cases By Status |
This report lists case statuses and gives the number of cases with each status. |
|
RUN_RCC1006 |
|
RCC1007 HelpDesk Case By Category/Type/Detail (HDBYCATETYDET) |
This report groups cases by category and provides the total number of cases for each category. For each case, the report shows the case ID, category, type, detail, creation date, caller name, status, and summary. |
|
RUN_RCC1007 |
|
RCC1008 HelpDesk Case Information |
This report provides detailed information for cases, including most of the data shown in the case component. |
|
RUN_RCC1008 |
|
RCC1009 HelpDesk Cases Status By Agent |
This report lists agents to whom cases have been assigned. For each agent, the report shows the agent's ID and name and the number of open cases for that agent in total and broken out by case status. |
|
RUN_RCC1009 |
|
RCC1010 HelpDesk Time To Close By Agent (RC_CLOSEBYAGENT) |
This report lists agents who have been assigned cases. For each agent, the report shows the agent's ID and name, a list of the agent's closed cases, the total number of cases closed, and the average number of days to close. The case shows the case ID, priority, date opened, date closed, and days to close. |
|
RUN_RCC1010 |
|
RCC1011 HelpDesk Cases By Employee |
This report lists employees who have reported cases. For each employee, the report shows the number of cases opened. |
|
RUN_RCC1011 |
|
RCC1012 HelpDesk Cases by Business Project |
This report lists business projects that have been used in cases. For each business project, the report shows the number of cases where the business project was used. |
|
RUN_RCC1012 |
|
RCC2009 HelpDesk Employees With Case |
This report lists employees who opened cases during the specified time period. For each employee, the report provides a name, location, department, telephone number with extension, and email address. No case information appears on this report. |
|
RUN_RCC2009 |
|
Report ID and Report Name |
Description |
Navigation |
Run Control Page |
|---|---|---|---|
|
RCC2000 Agreement Type Statistics (RCC_3007) |
This report provides statistics for agreements used during a specified date range, including the number of cases opened, the number of cases closed and the average time to close in days and in hours. |
|
RUN_RCC2000 |
|
RCC2001 Case Information |
This report provides detailed information for cases, including most of the data shown in the case component. |
|
RUN_RCC2001 |
|
RCC2002 Case by Age |
This report categorizes cases by creation date and then by customer. For each case, the report shows the case ID, priority, status, case type, contact name, assigned to agent, and subject. |
|
RUN_RCC2002 |
|
RCC2003 Cases by Agent (RC_CASESBYAGENT) |
This report lists agents to whom cases have been assigned. For each agent, the report shows the agent's name and the number of cases assigned to the agent, opened by the agent, and closed by the agent. The report also provides the average time to close (in days and hours) for cases that the agent closed. |
|
RUN_RCC2003 |
|
RCC2004 Cases by Customer |
This report categorizes cases by customer. For each case, the report shows the case ID, priority, status, product ID, case type, contact name, date created, assigned to agent, and subject. |
|
RUN_RCC2004 |
|
RCC2005 Cases by Priority |
This report categorizes cases by priority and status, then by customer. For each case, the report shows the case ID, case type, date created, and subject. |
|
RUN_RCC2005 |
|
RCC2006 Cases by Product |
This report categorizes cases by product. For each case, the report shows the product ID, case ID, priority, status, case type, contact name, date created, assigned to agent, and subject. |
|
RUN_RCC2006 |
|
RCC2007 Cases by Type |
This report categorizes cases by case type. For each case, the report shows the case ID, priority, status, contact name, date created, assigned to agent, and subject. |
|
RUN_RCC2007 |
|
RCC2008 Cases Reopened |
This report lists cases that have been reopened. For each case, the report shows the case ID, the date the case was reopened, and the user who reopened the case. Note: This report requires that the Case Re-Opened policy be activated in the Predictive Analytics Framework definition. |
|
RUN_RCC2008 |
|
RCC2013 Support Agreement Usage |
This report lists agreements that have been associated with cases. Agreements are categorized by customer. For each agreement, the report shows the agreement code, the start date, the end date, and the number of cases that are associated with that agreement. |
|
RUN_RCC2013 |
|
Report ID and Report Name |
Description |
Navigation |
Run Control Page |
|---|---|---|---|
|
RCC2012 Solutions Usage |
This report lists solutions that were used in cases created during the specified date range. For each solution, the report shows the solution usage count, solved count, and success rate. |
|
RUN_RCC2012 |
|
RCC2014 Top Ten Solutions by Product |
For each included product, this report lists the ten solutions that most often resolved cases that were created during the specified date range. For each solution, the report shows the number of cases solved for that product. |
|
RUN_RCC2014 |