PeopleSoft Call Center Interactive Reports

Appendix: PeopleSoft Call Center Interactive Reports

This chapter provides an overview of interactive reports and discusses how to launch and view interactive reports for PeopleSoft Support and HelpDesk.

Understanding Interactive Reports

PeopleSoft call center interactive reports no longer use a separate analytic server or database to store data. Interactive reports are dynamic and they provide analytic information to users. You can move data elements around on a report and view it using different dimensions. The ability to view reports at different angles, gives you visibility into the health of your call center, including the ability to:

Detect trends that can be utilized for proactive problem management.
Evaluate team and agent performance metrics.
Anticipate training and staffing requirements.

You can save interactive reports, export them to Microsoft Excel, or print them as hard copies. While interactive reports are interactive, the communication between them and the CRM database is one-way, which means the changes you make on the reports do not affect the data in the database. From interactive reports, you are not allowed to transfer to any CRM components and access data. User roles control access to interactive reports.

Note. You must have Internet Explorer 5.1 or higher to access these reports.

Launching and Working with Interactive Reports

Interactive reports use action types and workflow to capture response and restore times. If the action types defined for the response are not met, an Application Engine process updates the case with response and restore exceptions.

When you launch an interactive report, the system displays a view of the data that the system has captured. These views are built using PeopleTools Analytic Calculation Engine (ACE) technology.

Common Elements Used in this Chapter

Run Control ID	Select from the list of run control IDs. These IDs identify a set of saved report parameters from previous launches and allow you to save time and reduce mistakes. Use the Add New Run Control tab to generate reports when you don't have a run with the desired business unit, customer, or date range.
Business Unit	Select the business unit for which you want to launch the interactive report. This is a required field.
All Customers	Select to launch the interactive report for all customers within the selected business unit.
Select Customer and Customer	Select to launch the interactive report for an individual customer and then select a customer from the Customer field.
Start Date	Select the first date from which you want to view data for the interactive report. This is a required field.
End Date	Select the last date from which you want to view data for the interactive report. This is a required field.
Launch Interactive Report	Click to launch the Interactive Report. The system opens a separate window to display the data.

Launching and Viewing Interactive Reports

This section discusses how to:

Launch and view the Service Operations Analysis report.
Launch and view the Support Service Level Management Analysis report.
Launch and view the Help Desk Service Level Management Analysis report.
Launch and view the Change Metrics report.
Launch and view the Forward Schedule report.

Pages Used to Launch and View Interactive Reports

Page Name	Object Name	Navigation	Usage
Service Operations Analysis	RC_SUP_MUPD	Support, Interactive Reports, Service Operation Analysis	Launch the PeopleSoft Support Service Operations Analysis report.
Service Level Management Analysis	RC_SUP_SUPD	Support, Interactive Reports, Service Level Management	Launch the PeopleSoft Support Service Level Management Analysis report.
Help Desk Service Level Management Analysis	RC_HD_SUPD	HelpDesk, Interactive Reports, Service Level Management	Launch the PeopleSoft Help Desk Service Level Management Analysis report.
Change Metrics Update	RG_CHG_METRIX_UPD	HelpDesk, Interactive Reports, Change Request Metrics	Launch the PeopleSoft HelpDesk Change Metrics report.
Forward Schedule	RG_FWD_SCHED_UPD	HelpDesk, Interactive Reports, Forward Schedule of Changes	Launch the PeopleSoft HelpDesk Forward Schedule report. Note. This report captures change requests that are in the statuses of Approved and Executing. The reports should also have start and end dates populated on the requests. You must set the run control dates to encompass the start dates of the change requests in the above statuses. In other words, if you want to know how many requests are approved or executing and scheduled for the month of May, enter run control start dates of 5/1/2006 and 5/31/2006.

Launching and Viewing the Service Operations Analysis Report

Access the Service Operations Analysis launch page.

Use this report to track the number of cases opened, cases closed, cancelled cases, and service orders

Launching and Viewing the Support Service Level Management Analysis Report

Access the Support Service Level Management Analysis launch page.

Use this report to track the total number of cases in which the support agent or agents responded on time, responded late, restored service on time, restored service late, or suspended cases.

Launching and Viewing the Help Desk Service Level Management Analysis Report

Access the Help Desk Service Level Management Analysis launch page.

Use this report to track the total number of cases in which the help desk agent or agents responded on time, responded late, restored service on time, restored service late, or suspended cases.