Oracle TeleService Information Discovery Plus

This chapter covers the following topics:

Overview

You can use Oracle TeleService Information Discovery Plus to search and filter all service requests imported into Endeca. Using the Service Operations Dashboard, you can review critical metrics, tag clouds, interact with graphs, and view service requests details. In addition to the search and filter capabilities, the Service Operations Dashboard contains action-based analytics where you can diagnose an issue and perform efficient and effective corrective actions on those service requests. Examples of corrective actions include reassigning requests to the appropriate group or owner, diagnosing issues, or contacting customers for additional information.

The Service Operations Dashboard is a container page in CRM Service. The page regions and tabs call the respective page from an Endeca environment. In Oracle TeleService, the dashboard enables search functions using Endeca Information Discovery integration:

This chapter provides product-specific details required to integrate Endeca Information Discovery (EID) with Oracle E-Business Suite Release 12.2 V8 for Oracle TeleService Information Discovery Plus for the Oracle Endeca application. This supplements information provided in Installing Oracle E-Business Suite Information Discovery, Release 12.2 V8 (Doc ID: 2214431.1). You must read this document and make note of the requirements before you begin your installation.

Oracle TeleService Information Discovery Plus User Interfaces

Service Operations Dashboard

The Endeca Service Operations Dashboard identifies service requests that require immediate attention and allows Service Managers to perform corrective actions on those service requests. Service Managers can search using service request attributes, available refinements, date ranges, and display search information using associated key metrics, charts and tables. The Service Operations Dashboard contains two sub-tabs:

Note: The structure of the two pages is the same with only minor differences.

You can select the Work Queues tab to navigate to the core Customer Support Agent Dashboard to create and update service requests. You can also perform specific actions directly from the Service Operations Dashboard, or navigate to the core Update Service Requests page to make updates. This is available from links associated with a specific service request in the Dashboard tables. The following is a partial display of the Service Operations Dashboard page.

From the Service Operations responsibility, navigate to the Service Operations Dashboard:

(N) Service Operations > Dashboard

the picture is described in the document text

Within the Service Operations Dashboard, you can view and analyze areas with respect to service requests using display tools that include metrics, charts, graphs, and tables. The following describes the Endeca Service Operations Dashboard regions and components:

Region Components
Advanced Search

  • Boolean Search

  • Search within

 The Advanced Search component includes value search, record search, Boolean search, and partial search capabilities. You can submit keyword searches and the application provides type-ahead suggestions and displays attribute values that match the typed text. When you perform a search, the search term is added to the Selected Refinements component. As you type, you may be prompted to select a matching attribute value, or simply search for the entered text.

Additional Information: See the Advanced Search Capabilities appendix in this guide for details.
Selected Refinements The Selected Refinements component displays all values that you have selected to filter data, and allows you to quickly make adjustments to the current refinement by removing items or clearing all filters from the list.
Bookmarks The Bookmarks component allows you to save a given navigation and component state and return to it at a later time.
Available Refinements The Available Refinements component allows you to filter data based on the currently available values or value ranges for selected attributes that are displayed within attribute groups. Expand the following attribute groups to view and select attribute names:

  • Problem

  • Product

  • Dates

  • Owner

  • Customer

  • Contract
Open Service Request Metrics (summarization bar)

  • Open

    Number of service requests which have been set to a status that is NOT defined with the flag 'Final' checked.

  • Escalated

    Number of open service requests that have been escalated (escalation document exists and is active for the service request).

  • Response in Jeopardy

    Open service requests that are in jeopardy of missing the expected respond-by-date.

    Note: Expected response date – current date <= expected response buffer => In jeopardy

  • Resolution In Jeopardy

    Open service requests that are in jeopardy of missing the expected resolve-by-date.

    Note: Expected resolution date – current date <= expected resolution buffer => In jeopardy

  • Missed Response

    Number of open service requests that have failed to respond by the expected respond-by date.

  • Missed Resolution

    Number of open service requests that have failed to be resolved by the expected resolution date.

  • Unassigned

    Open service requests that have not been assigned to a group or individual owner.

  • Unassigned Owner

    Open service requests that have been assigned to a group owner, but not an individual owner.
Top Service Requests Issues (tabbed tag cloud container) Top Service Request Types (tab)

Note: The Top Service Request Types tag cloud displays the top ten service request types that are reported on currently open service requests. Service request types display in relative sizes by frequency of occurrence.


Top Products Causing Issues (tab)

Note: The Top Products Causing Issues tag cloud displays the top ten products (items) that are reported on currently open service requests. Products display in relative sizes by frequency of occurrence.


Top Problem Areas (tab)

Note: The Top Problem Areas tag cloud displays the top ten problem codes that are reported on currently open service requests. Problem codes display in relative sizes by frequency of occurrence.


Top Customers (tab)

Note: The Top Customers tag cloud displays the top ten customers that are reported on currently open service requests. Customers display in relative sizes by frequency of occurrence.
Summaries at a Glance (tabbed component container)
Search Results (tab)

Note: For the Open Service Requests dashboard, these sub-tabs only search on open service requests. For the All Service Requests dashboard, these sub-tabs search across all service requests.

 Number of Service Requests by Group Owner, Escalated (chart)

  • Sort Options

    • Group Owner

    • Group Owner by Record Count

  • Group Dimensions (category axis)

    • Group Owner

    • Individual Owner

    • Item Name

    • Request Type

    • Problem Code

    • Customer Name

    • Creation Channel

    • Status

    • Internal Severity

    • Urgency

  • Series Dimensions (color)

    • (none)

    • Escalated

    • Response in Jeopardy

    • Resolution in Jeopardy

    • Missed Response

    • Missed Resolution

    • Unassigned

    • Unassigned Owner


Results Table

  • Column Sets

    • Problem

    • Customer

    • Product

    • Dates

    • Owner

    • Contract

  • View Options

    • Conditional formatting

    • Hide / Show Columns

    • Sort

    • Reset table to default

  • Actions

    • Print

    • Export to Microsoft Excel

    • Mass Update Service Requests

      Note: Service Managers can select multiple records and then Mass Update Service Requests to open the Mass Service Request Update: Modify page where they can update service request criteria for those selected requests.
Summaries at a Glance (tabbed component container)
Missed Response / Resolution (tab)

Note: For the Open Service Requests dashboard, these sub-tabs only search on open service requests. For the All Service Requests dashboard, these sub-tabs search across all service requests.

 Service Requests with Missed Response (chart)

  • Sort Options

    • Group Owner

    • Group Owner by Record Count

  • Group Dimensions (category axis)

    • Group Owner

    • Individual Owner

    • Item Name

    • Request Type

    • Problem Code

    • Customer Name

    • Creation Channel

    • Status

    • Internal Severity

    • Urgency

  • Series Dimensions (color)

    • (none)

    • Escalated

    • Age of Service Request

    • Days Since Last Update

    • Resolution in Jeopardy

    • Missed Response Days

    • Missed Resolution

    • Missed Resolution Days

    • Unassigned

    • Unassigned Owner


Service Requests with Missed Response (results table)

  • Column Sets

    • Problem

    • Product

    • Dates

    • Owner

    • Customer

    • Contract

  • View Options

    • Conditional formatting

    • Hide / Show Columns

    • Sort

    • Reset table to default

  • Actions

    • Print

    • Export to Microsoft Excel

    Note: Service Managers can select the Service Request Number link to display the Update Service Request page for the selected record.


Service Requests with Missed Resolution (chart)

  • Sort Options

    • Group Owner

    • Group Owner by Record Count

  • Group Dimensions (category axis)

    • Group Owner

    • Individual Owner

    • Item Name

    • Request Type

    • Problem Code

    • Customer Name

    • Creation Channel

    • Status

    • Internal Severity

    • Urgency

  • Series Dimensions (color)

    • (none)

    • Escalated

    • Age of Service Request

    • Days Since Last Update

    • Missed Resolution Days

    • Missed Response

    • Missed Response Days

    • Unassigned

    • Unassigned Owner


Service Requests with Missed Resolution (results table)

  • Column Sets

    • Problem

    • Product

    • Dates

    • Owner

    • Customer

    • Contract

  • View Options

    • Hide / Show Columns

    • Sort

    • Reset table to default

  • Actions

    • Print

    • Export to Microsoft Excel

    Note: Service Managers can select the Service Request Number link to display the Update Service Request page for the selected record.
Summaries at a Glance (tabbed component container)
Escalated (tab)

Note: For the Open Service Requests dashboard, these sub-tabs only search on open service requests. For the All Service Requests dashboard, these sub-tabs search across all service requests.

 Open Escalated Service Requests (chart)

  • Sort Options

    • Group Owner

    • Group Owner by Record Count

  • Group Dimensions (category axis)

    • Group Owner

    • Individual Owner

    • Item Name

    • Request Type

    • Problem Code

    • Customer Name

    • Creation Channel

    • Status

    • Internal Severity

    • Urgency

  • Series Dimensions (color)

    • (none)

    • Age of Service Request

    • Days Since Last Update

    • Escalated Level

    • Response in Jeopardy

    • Resolution in Jeopardy

    • Missed Response

    • Missed Resolution

    • Unassigned

    • Unassigned Owner


Open Escalated Service Requests (results table)

  • Column Sets

    • Problem

    • Product

    • Dates

    • Owner

    • Customer

    • Contract

  • View Options

    • Conditional formatting

    • Hide / Show Columns

    • Sort

    • Reset table to default

  • Actions

    • Print

    • Export to Microsoft Excel

    Note: Service Managers can select the Service Request Number link to display the Update Service Request page for the selected record.
Summaries at a Glance (tabbed component container)
Jeopardy (tab)

Note: For the Open Service Requests dashboard, these sub-tabs only search on open service requests. For the All Service Requests dashboard, these sub-tabs search across all service requests.

 Service Requests in Jeopardy of Missing Response (chart)

  • Sort Options

    • Group Owner

    • Group Owner by Record Count

  • Group Dimensions (category axis)

    • Group Owner

    • Individual Owner

    • Item Name

    • Request Type

    • Problem Code

    • Customer Name

    • Creation Channel

    • Status

    • Internal Severity

    • Urgency

  • Series Dimensions (color)

    • (none)

    • Escalated

    • Age of Service Request

    • Days Since Last Update

    • Resolution in Jeopardy

    • Missed Response Days

    • Missed Resolution

    • Unassigned

    • Unassigned Owner


Service Requests in Jeopardy of Missing Response (results table)

  • Column Sets

    • Problem

    • Product

    • Dates

    • Owner

    • Customer

    • Contract

  • View Options

    • Conditional formatting

    • Hide / Show Columns

    • Sort

    • Reset table to default

  • Actions

    • Print

    • Export to Microsoft Excel

    Note: Service Managers can select the Service Request Number link to display the Update Service Request page for the selected record.


Service Requests in Jeopardy of Missing Resolution (chart)

  • Sort Options

    • Group Owner

    • Group Owner by Record Count

  • Group Dimensions (category axis)

    • Group Owner

    • Individual Owner

    • Item Name

    • Request Type

    • Problem Code

    • Customer Name

    • Creation Channel

    • Status

    • Internal Severity

    • Urgency

  • Series Dimensions (color)

    • (none)

    • Escalated

    • Age of Service Request

    • Days Since Last Update

    • Missed Resolution Days

    • Unassigned

    • Unassigned Owner


Service Requests in Jeopardy of Missing Resolution (results table)

  • Column Sets

    • Problem

    • Product

    • Dates

    • Owner

    • Customer

    • Contract

  • View Options

    • Hide / Show Columns

    • Sort

    • Reset table to default

  • Actions

    • Print

    • Export to Microsoft Excel

    Note: Service Managers can select the Service Request Number link to display the Update Service Request page for the selected record.
Summaries at a Glance (tabbed component container)
Unassigned (tab)

Note: For the Open Service Requests dashboard, these sub-tabs only search on open service requests. For the All Service Requests dashboard, these sub-tabs search across all service requests.

 Service Requests Unassigned to Group or Individual (chart)

  • Sort Options

    • Group Owner

    • Group Owner by Record Count

  • Group Dimensions (category axis)

    • Item Name

    • Request Type

    • Problem Code

    • Customer Name

    • Creation Channel

    • Status

    • Internal Severity

    • Urgency

  • Series Dimensions (color)

    • (none)

    • Escalated

    • Age of Service Request

    • Response in Jeopardy

    • Resolution in Jeopardy

    • Missed Response

    • Missed Response Days

    • Missed Resolution

    • Missed Resolution Days


Service Requests Unassigned to Group or Individual (results table)

  • Column Sets

    • Problem

    • Product

    • Dates

    • Owner

    • Customer

    • Contract

  • View Options

    • Conditional formatting

    • Hide / Show Columns

    • Sort

    • Reset table to default

  • Actions

    • Print

    • Export to Microsoft Excel

    Note: Service Managers can select the Service Request Number link to display the Update Service Request page for the selected record.


Service Requests Assigned to Group But Not to Individual (chart)

  • Sort Options

    • Group Owner

    • Group Owner by Record Count

  • Group Dimensions (category axis)

    • Group Owner

    • Item Name

    • Request Type

    • Problem Code

    • Customer Name

    • Creation Channel

    • Status

    • Internal Severity

    • Urgency

  • Series Dimensions (color)

    • (none)

    • Escalated

    • Age of Service Request

    • Response in Jeopardy

    • Resolution in Jeopardy

    • Missed Response

    • Missed Response Days

    • Missed Resolution

    • Missed Resolution Days


Service Requests Assigned to Group But Not To Individual (results table)

  • Column Sets

    • Problem

    • Product

    • Dates

    • Owner

    • Customer

    • Contract

  • View Options

    • Conditional formatting

    • Hide / Show Columns

    • Sort

    • Reset table to default

  • Actions

    • Print

    • Export to Microsoft Excel

    Note: Service Managers can select the Service Request Number link to display the Update Service Request page for the selected record.
Summaries at a Glance (tabbed component container)
Open (tab)

Note: The Open tab appears only when you select All Service Requests from the Dashboard.

 Open Service Requests (chart)

  • Sort Options

    • Group Owner

    • Group Owner by Record Count

  • Group Dimensions (category axis)

    • Group Owner

    • Individual Owner

    • Item Name

    • Request Type

    • Problem Code

    • Customer Name

    • Creation Channel

    • Status

    • Internal Severity

    • Urgency

  • Series Dimensions (color)

    • (none)

    • Escalated

    • Age of Service Request

    • Days Since Last Update

    • Response in Jeopardy

    • Resolution in Jeopardy

    • Missed Resolution

    • Missed Response

    • Unassigned

    • Unassigned Owner


Open Service Requests (results table)

  • Column Sets

    • Problem

    • Product

    • Dates

    • Owner

    • Customer

    • Contract

  • View Options

    • Conditional formatting

    • Hide / Show Columns

    • Sort

    • Reset table to default

  • Actions

    • Print

    • Export to Microsoft Excel

    Note: Service Managers can select the Service Request Number link to display the Update Service Request page for the selected record.
Summaries at a Glance (tabbed component container)
Average Age / Days Since Last Update (tab)

Note: For the Open Service Requests dashboard, these sub-tabs only search on open service requests. For the All Service Requests dashboard, these sub-tabs search across all service requests.

 Average Age of Service Requests (chart)

  • Sort Options

    • Group Owner

    • Group Owner by Age of Service Request (average)

  • Group Dimensions (category axis)

    • Group Owner

    • Individual Owner

    • Item Name

    • Request Type

    • Problem Code

    • Customer Name

    • Creation Channel

    • Status

    • Internal Severity

    • Urgency

  • Series Dimensions (color)

    • (none)

    • Escalated


Average Days Since Last Update

  • Sort Options

    • Group Owner

    • Group Owner by Days Since Last Update (average)

  • Group Dimensions (category axis)

    • Group Owner

    • Individual Owner

    • Item Name

    • Request Type

    • Problem Code

    • Customer Name

    • Creation Channel

    • Status

    • Internal Severity

    • Urgency

  • Series Dimensions (color)

    • (none)

    • Escalated

Oracle TeleService Information Discovery Plus Product Configuration

Setting Up Oracle TeleService Information Discovery Plus

The Oracle TeleService application configuration and setup must be completed after the installation and common configurations are completed as described in Installing Oracle E-Business Suite Information Discovery, Release 12.2 V8 (Doc ID: 2214431.1).

Setup and Configuration Steps

To set up Oracle TeleService Information Discovery Plus, you must complete the following steps:

  1. Set Access Control by assigning UMX roles and updating access grants.

  2. Load service request data to the Endeca Data Domain by running graphs provided by TeleService.

  3. Schedule Setup for Full Endeca Refresh.

  4. Set Profile Options.

Access Control: Hide and Show EID Dashboards (User Interfaces) for Oracle TeleService Information Discovery Plus

As part of the Oracle E-Business Suite-EID integration for the Oracle TeleService application, the following UMX Role is provided:

UMX Role Internal Code Name
CS Endeca Access Role UMX|CS_ENDECA_ACCESS_ROLE
Permission Set Internal Code Name
Service Endeca Access Permission Set CS_ENDECA_ACCESS_PS

You must add the UMX role 'CS Endeca Access Role' (Internal Code Name: UMX|CS_ENDECA_ACCESS_ROLE) to enable Endeca menus for the Service Operations responsibility (or any other custom responsibility which is using the same menu). You must assign this UMX role to the responsibility. When this UMX role is assigned to Service Operations, the Dashboard tab appears.

If you want to use the Endeca-related role with more than one responsibility, then you must have an additional grant with a security context corresponding to each responsibility. You can add grants for a given role as a separate process instead of while you are adding the role to the responsibility.

Access Grant Internal Code Name
Service Endeca Access Grant CS_ENDECA_ACCESS_GRANT

Complete the following steps to enable Endeca Menus in Oracle E-Business Suite (EBS):

  1. Assign a UMX Role to the Responsibility.

  2. Update CS_ENDECA_ACCESS_GRANT Grant.

For assigning UMX Roles and Grants, refer to Appendix C in Installing Oracle E-Business Suite Information Discovery, Release 12.2 V8 (Doc ID: 2214431.1).

Loading Service Manager Data into the Endeca Data Domain

Clover ETL within Endeca queries TeleService Views and does a full data load to the TeleService data domain in Endeca. After the first data load, full data load or incremental data load can be performed periodically. Incremental data load will update all the records in Endeca TeleService data domain which were updated in EBS after the last load. After the data has been loaded in the TeleService data domain, it can be queried and shown in the Dashboard pages.

TeleService Data Sources in the TeleService Data Domain

Two data sources are defined in the TeleService data domain in Endeca and are used to query data for different pages in TeleService. These data sources include:

Setting Up the Scheduler for Endeca Full Refresh

The initial data upload for Endeca Search is complete when the Full graph is run as described in Installing Oracle E-Business Suite Information Discovery, Release 12.2 V8 (Doc ID: 2214431.1). Full refresh deletes all data from Endeca and repopulates it with a full data extract from the E-Business Suite system. For incremental refresh, you should determine how often the Endeca data should be refreshed from E-Business Suite depending on your organizational requirements.

To schedule ETL on the Integrator Server

  1. Login to Integrator server using your Clover login.

  2. Click the Scheduling tab.

  3. Select the New Schedule link.

  4. Enter a Description for the scheduler.

  5. Select Periodic as the Type.

  6. Select by interval as the Periodicity.

  7. Enter a start date and time in the Not active before date/time field.

  8. Enter an end date and time in the Not active after date/time field.

  9. Enter a value in the Interval (minutes) field.

  10. Ensure you select the Fire misfired event as soon as possible check box.

  11. Select Start a graph from the Task Type list.

  12. Select the graph for schedule to run. I.e. Full.grf/incremental.grf.

  13. Click Create to set the scheduler.

ETL Parameters for Oracle TeleService

You can load data to the TeleService data domain by running graphs provided by TeleService.

To load data to the TeleService data domain

  1. Using the URL for the EID Integrator Server, navigate to the Sandboxes page and expand the graph node under TeleService.

  2. Graphs to load data include:

    • LoadDataFull.grf: This graph loads all service request data from the EBS layer (CS_ENDECA_SERVICE_DTLS_V) into Endeca.

      Note: If you are loading data for the first time, then run Full.grf only. You can run other graphs according to your requirements. Run Incremental.grf periodically. You can set up this graph from the Scheduling tab.

    • IncrementalLoad.grf: This graph performs incremental load for all service requests. Only those records that were updated subsequent to the last load are loaded.

      Note: Data deleted in EBS Service will not be removed from Endeca by running the Incremental Load Graph. You must run Full.grf graph to remove all the data from Endeca and reload everything.

Profile Options for Oracle TeleService Information Discovery Plus

You must set the following profile option if you do not want to load all historical data. Oracle recommends that you load data for all years. If you do not set the following profile option, then all service request data will be loaded.

User Profile Name Internal Profile Name Description
Service: Endeca Service Request Load Start Date CS_ENDECA_SR_LOAD_START_DATE This profile option is used to determine which service requests qualify for import into the data-source. Only closed service requests with a last updated date less than 'x' days from the sysdate qualifies for import. If no value is specified, then all open service requests will be imported. All closed service requests which closed within 90 days will then be considered.
Service: Endeca Service Request Filter CS_ENDECA_SR_FILTER This profile option is used to specify the filter criteria for service requests. There are three valid values to choose from:

  • All Service Requests

  • My Group's and My Service Requests

  • My Service Requests

Views and Joins for Oracle TeleService Information Discovery Plus

The following view is used by the ETL layer in Endeca to load service request data into the Endeca data domain:

View Name Purpose
CS_ENDECA_SERVICE_DTLS_V Loads service request data

Menus for Oracle TeleService Information Discovery Plus

Endeca TeleService integration includes the following user menu functions:

User Function Name Function Name
Service Endeca Root Menu CS_ENDECA_ROOT_MENU
Service Endeca Open-All Service Requests CS_ENDECA_OPEN_ALL_SERVICE_REQUESTS_MENU