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Siebel Analytics Workforce Business Scenario

This scenario is an example of a process flow performed by an organization's vice president, human resources manager, business manager, and help desk manager. Your organization may have a different process flow.

Vice President

The vice president needs to know who the top performers are in various organizational areas. For example, in the Overview tab of the Employee Performance dashboard, the vice president selects the division, organization, manager, and time period of interest to view information about the best performers. The vice president notices that employee review scores are high in relation to other areas, and asks the human resources department to investigate.

Human Resources Manager

The human resources manager receives the vice president's request and accesses the Performance Management tab in the Human Resource Analytics dashboard. This shows the distribution of employee review scores. The human resources manager uses that information to identify the division that may have inflated the review scores, and develops a plan to address the situation.

Business Manager

The business manager views the Team Status page in the Employee Performance dashboard to determine trends in employee review scores and information about training for the team. The business manager also checks the status of current reviews and training for the current quarter. Additionally, the business manager monitors his or her own performance by examining the information available on the My Performance tab.

Help Desk Manager

The help desk manager needs to evaluate individual team performance and the overall performance of the help desk. The help desk manager uses the charts on the Overview and Staff Performance tabs to view information about service requests, such as the number open and closed, their sources, areas, and so on. The help desk manager drills down into the charts to obtain more detailed information. The help desk manager also reviews the weekly report cards that are sent automatically to all help desk agents.

Help Desk Agent

The help desk agent uses the information in the weekly report card to review individual performance for the week. The agent notices that closure rates are weak in a particular area. The agent then accesses Siebel eTraining to enroll in a Web-based course that provides training in that area.


 Siebel Analytics User Guide 
 Published: 18 April 2003