Using the PeopleSoft Enterprise Contact Center Dashboards

This chapter provides overviews of Contact Center Dashboards as well as red, yellow, and green cases, and red, yellow, and green emails, and discusses how to:

• Set up the percentages of SLA for red and yellow cases.

• Set up service, email, and interaction targets.

• Use the summary pages to access discovery reports for PeopleSoft Contact Center.

• Use the Operations discovery dashboard pages.

• Use the Time to Red discovery dashboard pages.

• Use the Resolution Management discovery dashboard pages.

• Use the Other discovery report pages.

• Execute actions from the Contact Center Dashboards.

Note. There are three applications included in the Contact Center Dashboard solution: PeopleSoft Enterprise Service Dashboard (the underlying application for this dashboard is PeopleSoft Support), PeopleSoft Enterprise HelpDesk Dashboard, and PeopleSoft Enterprise HelpDesk for Human Resources Dashboard. All three dashboards contain information regarding cases, emails, and interactions. There are also two delivered alerts: Red Case Alert and Case Backlog Alert.

Understanding Contact Center Dashboards

This section discusses:

• Actions.

• Targets and alerts.

• Security.

Actions

You select actions from the Menu drop-down list on the discovery report pages. The system transfers the data from the report or view that you came from into the action page. Using the fields at the top of the page you can then use additional filters to display data.

To transfer all the data in the view to the action, drill across to actions using the items in the Menu drop-down list. To transfer only the data from that bar to the action, right click on a specific bar and then choose an action. In addition, you can drill down to a list and choose specific data from the list to send only those items to the action page.

On the action pages, you can select multiple cases, emails, and interactions and perform an action, then select others and perform different actions. As long as you don't close the page, you can view all the cases, emails, and interactions you have taken action on in the review section. Once you close the page, you cannot review the status of those cases, emails, and interactions anymore.

This table lists the actions that are delivered as part of the service dashboard solution:

• Add case note

• Email assigned agent

• Email assigned agent manager

• Email contact center manager

• Email customer contact

• Escalate cases

• Email employee *

• Reassign cases

• Reassign email

• Update priority

• Update status

• Relate cases

• Add a task

* Used for HelpDesk and HelpDesk for Human Resources applications only.

Note. Not all actions are available with all views.

Targets and Alerts

This section discusses:

• Alerts.

• Targets for Service (Support), HelpDesk, and HR HelpDesk.

• Targets for email and interactions.

Alerts

Alerts are messages that the dashboard system sends to specific users when predefined conditions are met. The dashboard interface includes an alerts report and an alerts view on each summary report page. Alerts do not necessarily demand action; they notify the user of a situation. It is then up to the user to respond appropriately.

This table describes the alerts and any calculation needed to determine the alert:

Note. You can set up whatever alerts you need to effectively run your business operation. Alerts can be used to run the deletion and summary plans. PeopleSoft delivers these alerts as disabled. Use Oracle BAM Architect to turn on alerts and schedule them at the desired intervals. Information on setting up actions and alerts, navigation links, drill-down, and using page controls is explained in separate documentation.

See Oracle BAM Architect User's Guide

See Understanding PeopleSoft Dashboards.

Targets for Service (Support), HelpDesk, and HR HelpDesk

Targets and thresholds are integrated into the reports to help users readily identify business risks. To support discovery reports and metrics, you need to set up various targets or values in the system. These targets and values are defined by business unit.

This table summarizes the targets you can set for PeopleSoft Service (Support), HelpDesk, and HR HelpDesk:

Targets for Email and Interactions

This table summarizes the requirements for email and interactions:

Security

The system enforces business unit and setID security. Where customers implement PeopleSoft row-level security for business units and setIDs, the information is automatically passed from the PeopleSoft CRM database to the dashboard.

Note. PeopleSoft delivers the security filters, but it is up to you to apply the filters if you are using business unit security. The implementation of security between your CRM applications and your dashboard applications does not occur automatically.

See Understanding Security Integration.

Secure Cases

Within the Case components, a case can be specified as secured. When a case is secured, only agents in the provider group assigned to the case can view the details. Other agents can see that the case exists, but they cannot open the case.

If a case is secured, the system does not bring in the summary into the dashboard. Instead, you will see the word Secured. You can still drill into the case from the dashboard. However, if you don't have access to view the case, you will get an error message from the CRM database. You can also take actions on secured cases from the dashboard. Once that action gets to the CRM database, the Case component determines if the user has the proper access and returns an error message if they are not allowed.

The Problem Summary is shown as Secured and there is no link to drill into this case. The agent, however, can see other information about the case, such as its status and who is the assigned agent.

Note. The dashboard application displays Secured for secured cases no matter who is looking at the case.

Understanding the Use of Red, Yellow, and Green Cases in Discovery Reports

The system determines whether the status of a case is red, yellow, or green based on the required restore time the customer is entitled to on their service level agreement (SLA) and the red and yellow targets that are set at implementation.

The time that a case is on hold and the time the business is closed do not count against the SLA time. So that this calculation can be used outside of dashboards, it is calculated in the CRM database and sent to the Active Data Cache (ADC).

These fields are included in the RC_CASE record:

• Red Restore (RC_RED_DTTM)

• Yellow Restore (RC_YELLOW_DTTM)

These fields capture the date and time the case turns red and yellow. They are also used, along with other SLA fields, to calculate SLA processing. These fields are also included in the Case Component Interface (CI). It is viewable through the Case Enterprise Integration Point (EIP).

The Red Restore and Yellow Restore fields are defined as terms in the PeopleSoft Active Analytics Framework (AAF). They are not enabled on any display templates that are delivered with the application. The red and yellow dates and times are calculated by adding the response time to the SLA start date and time.

Understanding the Use of Red and Yellow Emails in Discovery Reports

The status of an email (red, yellow or green) is calculated based on how close an email is to its due date. The Red Date and Time and Yellow Date and Time fields are calculated in the ETL (extract, transform, load) plan using the targets set in ADC (active data cache). The targets used to compute the red and yellow dates and times are Hours to Due Date, Red - Email and Hours to Due Date, Yellow - Email.

Here is how the system computes red and yellow email:

• Red Email Computation:

  If the current date is greater than the red date and time and the email is not closed, then the system marks the email as red. If the closed date and time is greater than the red date and time, then the system marks the email as red.

• Yellow Email Computation:

  For open email, if the current date and time is greater than the yellow date and time and less than the red date and time, then the system marks the email as yellow. For closed email, if the closed date and time is greater than the yellow date and time and less than the red date and time, then the system marks the email as yellow.

You set up target values on the Setup - Service Targets, Setup - HelpDesk Targets, and Setup - HR HelpDesk Targets pages to indicate the percentage of emails that are late before it turns an email red or yellow. Using these pages, you can indicate the percent of red email, percent of yellow email, email closed in the last day, email response time (minutes), hours to due date - red email, hours to due date - yellow email, and total email backlog.

The system uses the numbers and percentages that you enter to calculate and display information on the discovery dashboard pages.

Setting Up the Percentages of SLA for Red and Yellow Cases

This section discusses how to set up the SLA percentages for red and yellow cases.

Page Used to Set Up the SLA Percentages for Red and Yellow Cases

Setting Up SLA Percentages for Red and Yellow Cases

Access the Call Center Definition - Options page.

Note. When you initially enter or update these values, the system calculates the red date and time (RC_RED_DTTM) and yellow date and time (RC_YELLOW_DTTM) fields correctly only for new cases or existing cases that are updated. Run the Red and Yellow Cases (RC_REDYELLOW) Application Engine program after you set these values. This program will update all existing cases with the appropriate dates and times for red and yellow cases.

Setting Up Service, Email, and Interaction Targets

This section discusses how to set up service, email, and interaction targets:

Note. The targets and thresholds that you set up using these pages are applicable to the PeopleSoft Support, HelpDesk, and HelpDesk for Human Resources applications.

Page Used to Set Up Service, Email, and Interaction Targets

Setting Up Service, and HelpDesk Targets

Access the Setup - Service Targets page.

Note. The page shown here is for setting up Service targets. The setup target pages for HelpDesk and HR Helpdesk are similar to the one used for Service targets.

Use the fields on this page to set up the targets and thresholds that you want the system to use to display dashboard information about the cases, emails, and interactions that your call centers are managing.

You can set up different targets and thresholds for the various business units that you are using in your applications. The system uses the numbers that you enter to calculate and display information on the dashboards. If the target is a summary page metric, you will see that target on the summary page.

You can use this information to monitor case loads and the efficiency with which your contact center responds to customers through email and other interactions (phone calls and chat).

See Understanding Contact Center Dashboards.

Using the Summary Pages to Access Discovery Reports for PeopleSoft Call Center

This section discusses how to:

• Use the summary page to access discovery reports for PeopleSoft Support.

• Use the summary page to access discovery reports for PeopleSoft HelpDesk.

• Use the summary page to access discovery reports for PeopleSoft the HelpDesk for Human Resources.

Note. You can also access action pages from the charts displayed on the Summary pages.

Pages Used to Access Discovery Reports for the Service Dashboards

Using the Summary Page to Access Discovery Reports for PeopleSoft Support

Access the Service Summary page.

The page is rendered using your default business unit. You can change the business unit to view data from a different business unit. To change the business unit, select the business unit and click Go. It is important to note that you are only viewing data from one business unit at a time on this page.

Also, the left hand side of the page contains the key metrics for your call center. These metrics are divided into three themes: Operations, Time to Red, and Resolution Management.

For each metric, a target value is shown, followed by the actual value and the attainment value (actual value divided by target value). Here are explanations for each value:

• Target values

  These values come from a Target Setup table in the system. The target value is keyed on business unit and displayed in the Target field.

• Actual values

  These values are obtained from getting a total count of what you are measuring (for example, the count of case IDs based on only showing those cases that are open and on-hold for a specific business unit).

• Attainment values

  These values are obtained by calculating the actual field divided by the target field. Attainment is always shown as a percentage of the whole and can equal greater than 100%. The meaning of the percent attainment differs depending on the metric that it is evaluating. In some instances if the percent attainment is low, it is a positive (for example, if the First Call Resolution metric a low percentage is good). In other instances a low attainment percentage is a negative. Users will need to know the scale of each metric and what the percent attainment means to understand its impact. In summary the attainment tells the user the percentage of the target or goal that has been reached.

Each key metric contains links. When you click a link, the corresponding discovery page opens.

Here are descriptions of the sections that appear on the page:

Operations

This section displays operational information about call volume, case backlogs, and email backlogs.

Time to Red

This section shows the percentage of cases that are in a red status and a yellow status. In addition, you can see the percentage of emails that are in red or yellow status.

Resolution Management

This section displays the percentage of cases that were resolved on the first call as well as the average time it is taking to close cases and emails, cases that have been escalated, and cases that have customer satisfaction ratings.

My Received Alerts

This section enables you to view and delete your alerts. It shows the task, description, and the date and time the alert was received. Here is an explanation of the information that may appear in this section:

• Case backlog counts open and on-hold cases, not closed or canceled cases.

• Call Volume counts interactions received in the previous hour.

• Email Backlog counts inbound email and emails that are in these statuses: Assign, New, In Progress, and Reassign.

• Red Cases counts red cases that are open and on-hold.

• Yellow Cases counts yellow cases that are open and on-hold.

• Red Email counts inbound red email that are that are in these statuses: Assigned, New, In Progress, or Reassigned.

• Yellow Email counts inbound yellow email that are in these statuses: Assigned, New, In Progress, or Reassigned.

• First Call Resolution Rate counts cases that have been closed by first contact in the last 7 days.

• Average Time to Close Email counts the average time to close cases in the last 24 hours.

• Average Time to Close Cases counts the average time to close cases in the last 7 days.

Case Arrivals and Closures

This view measures case arrivals and case closures within the last 8 hours. The Y axis measures the number of cases. The X axis groups the report by the last 8 hours.

The report filters data to display all cases created in the last 8 hours. The three dimensional red bar represents the number of cases that have been created in the last 8 hours. The three dimensional blue line represents the number of cases that have been created the day before. The light blue three dimensional area represents the number of cases that have been closed in the last 8 hours.

From this view you can drill to the Discovery - Case Arrivals report and access various action pages.

Email Arrivals and Closures

This view measures email arrivals and email closures within the last eight hours. The Y axis measures the number of emails. The X axis groups the data hourly for the last eight hours. The bar represents a count of the emails created within the last eight hours. The area represents a count of the emails closed in the last eight hours. From this view, you can drill to the Discovery - Closed Email report and access various action pages.

Note. When you have an arrivals report that has multiple colors with the same count, and one color overlaps the other, it can be difficult to distinguish the lines as separate values.

Using the Summary Page to Access Discovery Reports for PeopleSoft HelpDesk

Access the HelpDesk Summary page.

The HelpDesk Summary page provides the same information as the Services Summary page. For additional information please refer to the section descriptions for the Service Summary page.

Using the Summary Page to Access Discovery Reports for PeopleSoft the HelpDesk for Human Resources

Access the HR HelpDesk Summary page.

This page provides the same information as the Services Summary page. For additional information please refer to the section descriptions for the Service Summary page.

Using the Operations Discovery Dashboard Pages

This section discusses how to:

• Use the Call Volume discovery report page.

• Use the Case Backlog discovery report page.

• Use the Email Backlog discovery report page.

Note. The key metrics shown at that top of the discovery reports are the same as the key metrics from the Summary page. The business unit is defaulted from the Summary page. The other global filters default to All. You can change these filters and click Go to filter all the data in the views that appear within the page.

Pages Used to View the Operations Discovery Reports

Using the Call Volume Discovery Report Page

Access the Call Volume discovery report page.

Interaction Volume

This view measures interaction volume. The report filters data to display interactions created in the last eight hours.

Arrivals Over Time

This view measures interaction arrivals over time. The Y axis measures the number of interactions. The X axis groups the view by the last 8 hours rolling. The red bar represents average interaction duration. The report filters data to display interactions created in the last 8 hours.

Interaction Volume by Type

This view measures interaction volume by type. The Y axis measures number of interactions. The X axis groups the view by interaction type. The red bar represents the number of interactions created over the last week. The blue line represents number of interactions created over the previous 2 weeks.

Sub Interactions by Type

This view measures sub-interactions by type. The Y axis measures the number of sub-interactions. The X axis groups the view by interaction type.

Using the Case Backlog Discovery Report Page

Access the Case Backlog discovery report page.

Backlog by Priority

This view measures all backlog cases by priority. The Y axis measure the number of open cases. The X axis groups the report by priority, severity, or customer value. You can filter data to display all open and on hold cases.

Global Parent Cases

This view lists all open and on hold cases containing the parent case, case summary, and the number of child cases associated with each parent case.

Case Age by Priority

This view measures all backlog cases by priority. The Y axis measures the number of days. The X axis groups the report by priority, severity, or customer value. The bar represents the average number of days that cases are open and on hold. The line represents the average number of days to closed cases within the last 30 days.

Backlog by Product Group

This view measure all backlog cases by product group. The Y axis measure the number of open cases. The X axis groups the report by product group, priority, or status. You can filter data to display all open and on hold cases.

Using the Email Backlog Discovery Report Page

Access the Email Backlog discovery report page.

Email Backlog

This view measures email backlog. The Y axis measures the number of emails. The X axis groups the report by group worklist. The report filters data to display open inbound emails.

Backlog by SLA Status

This view measures email backlog by SLA status. The Y axis measures number of emails. The X axis groups the report by group worklist. The report filters data to display open inbound emails. Use this to view to review the assigned agents for the emails and reassign emails to other agents.

Backlog by Email Age

This view measures email backlog by age. The Y axis measures the number of emails. The X axis groups the report by timeframe. The report filters data to display open emails created in the last eight hours.

Backlog by Category

This view measures email backlog by category. The report filters data to display open inbound emails and groups by category.

Using the Time to Red Discovery Dashboard Pages

This section discusses how to:

• Use the Red Cases discovery report page.

• Use the Yellow Cases discovery report page.

• Use the Red Email discovery report page.

• Use the Yellow Email discovery report page.

Pages Used to View the Time to Red Discovery Reports

Using the Red Cases Discovery Page

Access the Red Cases discovery report page.

Case By Priority

This view measures red cases by priority. The Y axis measures number of cases. The X axis groups the report by priority. The report filters data to display all open red cases.

Longest SLA Exceptions

This view measures longest SLA exceptions. The report filters data to display all open red cases.

Current SLA Status

This view measures current SLA status. The Y axis measures number of cases. The X axis groups the report by priority. The report filters data to display all open cases.

Product Group

This view measures red cases by product group. The Y axis measures the number of cases. The X axis groups the report by product group. The report filters data to display all open red cases.

Using the Yellow Cases Discovery Page

Access the Yellow Cases discovery report page.

Case By Priority

This view measures yellow cases by priority. The Y axis measures number of cases. The X axis groups the report by priority. The report filters data to display all open yellow cases.

Cases Approaching SLA Exception

This view measures cases approaching SLA exception. The report filters data to display all open yellow cases.

Current SLA Status

This view measures current SLA status. The Y axis measures number of cases. The X axis groups the report by priority. The report filters data to display all open cases.

Product Group

This view measures yellow cases by product group. The Y axis measures the number of cases. The X axis groups the report by product group. The report filters data to display all open yellow cases.

Using the Red Email Discovery Page

Access the Red Email discovery report page.

Red Email

This view measures red emails. The Y axis measures the number of emails. The X axis groups the report by worklist. The report filters data to display all open red emails.

Red Email Age and Priority

This view measures red emails by age and priority. The Y axis measures the number of emails. The X axis groups the report by timeframes. The report filters data to display all open red emails.

Red Email by Category

This view measures red emails by category. The Y axis measures the number of emails. The X axis groups the report by category. The report filters data to display all open red emails.

Red Email by Product Group

This view measures red emails by product group. The Y axis measures the number of emails. The X axis groups the report by product group. The report filters data to display all open red emails.

Using the Yellow Email Discovery Page

Access the Yellow Email discovery report page.

Yellow Email

This view measures yellow emails. The Y axis measures the number of emails. The X axis groups the report by worklist. The report filters data to display all open yellow emails.

Yellow Email Age and Priority

This view measures yellow emails by age and priority. The Y axis measures the number of emails. The X axis groups the report by timeframes. The report filters data to display all open yellow emails.

Yellow Email by Product Group

This view measures yellow emails by product group. The Y axis measures the number of emails. The X axis groups the report by product group. The report filters data to display all open yellow emails.

Yellow Email by Product Group

This view measures yellow emails by category. The Y axis measures the number of emails. The X axis groups the report by category. The report filters data to display all open yellow emails.

Using the Resolution Management Discovery Dashboard Pages

This section discusses how to:

• Use the First Call Resolution Rate discovery report page.

• Use the Average Time to Close Email discovery report page.

• Use the Average Time to Close discovery report page.

• Use the Escalation Analysis discovery report page.

• Use the Customer Satisfaction discovery report page.

Pages Used to View the Resolution Management Discovery Reports

Using the First Call Resolution Rate Discovery Page

Access the First Call Resolution Rate discovery page.

First Call Resolution by Category

This view measures first call resolution (FCR) by category. Each row shows a specific category and its FCR rate. The FCR rate is the percent of cases closed for the category that were closed by first contact. The report filters data to display only cases closed in the last seven days.

SLA Outcome

This view shows how closely SLAs have been met by measuring SLA outcomes. The X axis groups the cases by SLA outcome. The Y axis displays the number of cases. The bars display the number of cases closed in the last seven days. The line displays the number of cases closed in the previous week.

Closure Reasons

This view measures case closure reasons. Each pie slice represents a specific case status. The number of cases closed with that status is shown for each slice. The report filters data to display only cases closed in the last seven days.

Closed Cases by Product Group

This view shows closed cases by product group. The X axis groups the closed cases by product group. The Y axis displays the number of cases. The bars display the number of cases closed in the last seven days. The line displays the number of cases closed in the previous week.

Using the Average Time to Close Email Discovery Page

Access the Average Time to Close Email discovery page.

Average Time to Close

This view measures average time to close email. The Y axis measures average time to close an email in hours. The X axis groups the report by group worklist. The report filters data to display emails closed in the last 24 hours.

Time to Close: Agent Handled Email

This view measures the number of agent handled emails closed in specific timeframes. The Y axis measures the number of emails to which there were replies. The X axis groups the report by timeframes (<1 hour, 1-4 hours, 4-8 hours, >8 hours). The report filters data to display emails closed in the last 24 hours that were not auto-responses.

Time to Close by Category

This view measures average time to close email by category. The Y axis measures average time to close an email in hours. The X axis groups the report by category. The report filters data to display emails closed in the last 24 hours.

Time to Close by Product Group

This view measures average time to close. The Y axis measures average time to close an email in hours. The X axis groups the report by product group. The report filters data to display emails closed in the last 24 hours.

Using the Average Time to Close Discovery Page

Access the Average Time to Close discovery page.

Time to Close by Priority

This view measures the average time to close cases.

Throughput

This view shows how long it takes to close cases by measuring high, medium, and low throughput. The Y axis measures the number of closed cases. The X axis groups the report by high, medium, and low throughput. The bar filters data by cases that have been closed within the last 7 days. The line represents cases that have been closed last week (7 to 14 days).

Average Time to Close by Product

This view lists the average time to close cases (in days) by product. The report filters data to display cases closed in the last 7 days.

Hold Time vs Time to Close

This view measures the time taken to close cases compared with time taken to close cases that were placed on hold. The Y axis measures the average time to close cases. The X axis groups the report by product group or priority.

Using the Escalation Analysis Discovery Page

Access the Escalation Analysis discovery page.

Priority

This view measures case escalation by priority, severity or customer value. The Y axis measures total count of escalations. The X axis groups the report by priority, severity or customer value. You can drill down on bar chart to expand the view to show a detailed list of affected cases. The report filters data to display open cases and on-hold cases that have been escalated.

Most Recent Escalations

This view measures most recent escalations. It shows cases with most recent escalations on top. The report filters data to display open cases and on-hold cases that have been escalated.

Product Group

This view measures case escalation by product group, priority, case type or status. The Y axis measures total count of escalations. The X axis groups the report by product group. You can also drill down on the bar chart to expand the view to reveal another bar chart that is grouped by product. If you drill down further you can view a detailed list of affected cases. The report filters data to display open cases and on-hold cases that have been escalated.

Escalations by Product

This view measures escalations by product. It shows the number of times cases were escalated and number of cases affected per product. You can drill down on each product in the list to view a detailed list of affected cases. The report filters data to display open cases and on-hold cases that have been escalated.

Using the Customer Satisfaction Discovery Page

Access the Customer Satisfaction discovery page.

Note. For PeopleSoft HelpDesk and HelpDesk for Human Resources, this report is called Employee Satisfaction.

Satisfaction by Provider Group

This view measures customer satisfaction by provider group. The Y axis measures the average survey score. The X axis groups the report by provider group. The report filters data to display cases closed in the last 90 days and survey scores greater than zero.

Satisfaction Summary by Product

This view lists customer satisfaction by product. The report filters data to display cases closed in the last 90 days and survey scores greater than zero.

Satisfaction vs SLA Outcome

This view measures customer satisfaction verses service level agreement outcomes. The Y axis measures the sum of red, yellow, and green cases. The X axis groups the report by survey rating. The report filters data to display cases closed in the last 90 days and survey scores greater than zero. The red bar represents green cases that have met the required restore date/time. The blue bar represents red case that missed the restore date/time. The light blue bar represents yellow cases that almost missed the restore date/time.

Satisfaction vs Time to Close

This view measures Customer Satisfaction verses time to close cases. The Y axis measures the average time to close cases in hours. The X axis groups the report by survey rating. The report filters data to display cases closed in the last 90 days and survey scores greater than zero.

Using the Other Discovery Report Pages

This section discusses how to:

• Use the Group and Agent Case Load discovery report page.

• Use the Email Workload Capacity discovery report page.

Pages Used to View the Other Discovery Reports

Using the Group and Agent Case Load Discovery Report Page

Access the Group and Agent Case Load discovery report page.

Provider Group Workload

This view measures workload by provider group. The Y axis measures the number of cases. The X axis groups the report by provider group. The red bars represent the number of cases that are open or on hold. The blue line represents the daily average number of cases closed in the last seven days.

Provider Group Workload Summary

This view measures workload by provider group. It counts the number of high-priority cases that are open, the number of red cases that are open, and the total number of open cases.

Agent Workload

This view measures workload by agent. The Y axis measures the number of cases. The X axis groups the report by agent. The red bars represent the number of cases that are open or on-hold. The blue line represents the daily average number of cases closed in the last seven days.

Agent Workload Summary

This view measures workload by agent. It counts the number of high-priority cases that are open, the number of red cases that are open, and the total number of open cases.

Using the Email Workload Capacity Discovery Report Page

Access the Email Workload Capacity discovery report page.

Worklist Workload

This view measures worklist workload. The Y axis measures the number of emails assigned. The X axis groups the report by group worklist. The blue line represents the average number of emails closed on a daily basis for the previous seven days. The red bar represents the number of emails assigned to group worklists.

Worklist Workload Summary

This view measures the number of high-priority emails and red emails per group worklist.

Agent Workload

This view measures agent workload. The Y axis measures the number of emails assigned. The X axis groups the report by agent. The blue line represents the average number of emails closed daily for the previous seven days. The red bar represents the number of emails assigned to agents.

Agent Workload Summary

This view measures the number of high-priority and red emails per agent.

Executing Actions from the Service Dashboards

This section discusses how to:

• Add case notes.

• Send email to an assigned agent.

• Send an email to an agent's manager.

• Send email to a contact center manager.

• Send email to a customer contact.

• Escalate cases.

• Reassign cases.

• Reassign email.

• Update case priorities.

• Update case statuses.

• Relate cases to parent case.

• Create case tasks.

Note. The Case ID appears as a link on many of the action pages. Clicking this link opens a new window and the corresponding case in PeopleSoft CRM. To select a case or contact on the case on the email action pages, click the Summary field or any other field in the grid that is not a link.

Pages Used to Execute Actions from the Service Dashboards

Adding Case Notes

Access the Add Case Note action page.

To add case notes to selected cases:

1. Select the cases for which you want to add case notes.

2. Enter the note in the Note field.

3. Click Add Note.

4. Review the results in the Review Summary and Status section.

Sending Email to an Assigned Agent

Access the Email Assigned Agent action page.

To email an assigned agent:

1. Click the case summary text that corresponds to the case for which you want to send an email.

2. Compose the email.

3. Click Send.

4. Review the results in the Confirmations section.

Sending an Email to an Agent's Manager

Access the Email Assigned Agent Manager action page.

To assign an email to an agent's managers:

1. Click the case summary text that corresponds to the case for which you want to send an email.

2. Compose the email.

3. Click Send.

4. Review the results in the Confirmations section.

Sending Email to a Contact Center Manager

Access the Email Contact Center Manager action page.

To send emails to contact center managers:

1. Click the case summary text that corresponds to the case for which you want to send an email.

2. Compose the email.

3. Click Send.

4. Review the results in the Confirmations section.

Sending an Email to a Customer Contact

Access the Email Customer Contact action page.

To send emails to customer contacts:

1. Click the case summary text that corresponds to the case for which you want to send an email.

2. Compose the email.

3. Click Send.

4. Review the results in the Confirmation section.

Escalating Cases

Access the Escalate Cases action page.

To escalate cases:

1. Select the cases that you want to escalate.

2. Click Escalate.

3. Review the results in the Review Summary and Status section.

Reassigning Cases

Access the Reassign Cases action page.

To reassign cases to provider groups or agents:

1. Select the cases that you want to reassign.

2. Select the provider group or agent to whom you want to reassign the cases.

3. Click Reassign.

4. Review the results in the Review Summary and Status section.

Reassigning Email

Access the Reassign Email action page.

To reassign emails to groups or agents:

1. Select the emails that you want to reassign.

2. Select the group or agent to whom you want to reassign the case.

3. Click Reassign.

4. Review the results in the Review Summary and Status section.

Updating Case Priorities

Access the Update Priority action page.

To update the priority of selected cases:

1. Select the cases for which you want to update the priority.

2. Select the new priority.

3. Click Submit.

4. Review the results in the Review Summary and Status section.

Updating Case Statuses

Access the Update Status action page.

To update the status of selected cases:

1. Select the cases for which you want to update the status.

2. Select the new status.

3. Click Submit.

4. Review the results in the Review Summary and Status section.

Relating Cases to Each Other

Access the Relate Cases action page.

To relate one or more child case to a parent case:

1. Select the cases that you want to use as the child cases.

2. Select the case that you want to use as the parent case to which the child cases will be related.

   The parent case list only shows cases that are in an open or an on-hold status. Also the Is Parent Indicator must be Yes. In other words, the system will display only those cases that have been related as parent.

3. Select the relationship type.

4. Click Relate.

5. Review the results in the Review Summary and Status section.

Creating Case Tasks

Access the Create Case Task page.

To create a case task:

1. Select the cases for which you want to create a task.

2. Enter information about the task in the Create Task section.

3. Click Create Task.

4. Review the results in the Review Summary and Status section.