Question
accenture
PH
Last activity: 16 Apr 2024 12:13 EDT
Report Definition Email Timestamps
Hi All,
I'm creating a report definition that records timestamps of:
1.) When the first email from the consumer arrives.
2.) When the first reply from an agent to the consumer's email is sent.
For the first point, I'm using pxCreateDateTime to capture the timestamp of the initial incoming email.
For the second point, I'm looking whether there exists a PEGA OOTB that captures the date and time of the initial response to the consumer. If not available, I'm interested in methods to include the timestamp of the initial reply in the report.
Aside from these requirements, I'm also checking if there is a property/OOTB that captures the number of follow-ups made by consumer in the email. Is there a way to do it?
Any insights is highly appreciated.
Accepted Solution
Updated: 16 Apr 2024 12:07 EDT
Pegasystems Inc.
GB
Updated: 16 Apr 2024 12:08 EDT
accenture
PH
Hi, the agent first reply timestamp is stored in a pxCreateDateTime property in data page D_CorrespondenceCase and under pagelist pxResults. I plan to use declarative index to expose the embedded property for reporting purpose.
Before I can use declarative index, I need to optimize the property for reporting. However, I cannot find the property in any of the following classes: Work-Channel-Triage-Email, Data-Channel-Triage-Thread, PegaSocial-Message, and Work. When I find it, I plan to right click on the property and then click optimize for reporting (similar to the attached screenshot). Am I in the right path? Is there another way on how to use the declarative index in report definition without optimizing first the property for reporting?
Thank you so much.
Pegasystems Inc.
CA
Sorry, I'm confused with your response.
Can you please be specific about the property for which you want to perform a declarative index? Is this property available part of your Case WorkPage?
accenture
PH
Hello @RameshSangili, kindly disregard my recent post. After assessments, I found that using declarative index was not applicable for the design requirement. I have accepted the solution of Marijie for this inquiry.
Thank you.
@IanKeithT16911417
For the first point, you are correct in using pxCreateDateTime to capture the timestamp of the initial incoming email. For the second point, there isn't an out-of-the-box property that captures the date and time of the initial response to the consumer. However, you could potentially use a custom property and set its value to the current date and time when the first reply is sent.
As for capturing the number of follow-ups made by the consumer in the email, there isn't an out-of-the-box property for this either. You could potentially use a custom property and increment its value each time a follow-up email is received from the consumer.
Please note that these are general suggestions and the specific implementation would depend on your application's design and requirements.
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