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Analytics > Designing an Analysis > Getting Started with Analytics Reports > Selecting Subject Areas > Service Request Historical Analytics Subject Area

Service Request Historical Analytics Subject Area

Availability

This subject area is available in all editions of Oracle CRM On Demand.

Business Purpose

This subject area allows you to analyze service request history, accounts, and assets. This subject area provides the ability to analyze service requests by account, contact, service request, user, partner, opportunity, and date dimensions. It helps you to measure and analyze important performance metrics of the customer service request organization, including how long service requests have been open and the average duration to close them. Using these service request performance metrics can help your company to improve customer satisfaction, employee productivity, and reduce operational costs.

Relationship Type

Simple

Optimized Custom Fields for V3 Analytics only

This subject area has custom fields that are optimized to reduce the query time when they are used in filters. Optimized custom fields are in folders where the name ends with Optimized Custom Fields or Optimized Custom Metrics, such as Account Optimized Custom Fields and Opportunity Optimized Custom Metrics. Numeric custom fields, such as those with a type of CUR, INT, or NUM, are available as metrics in the optimized custom metrics folder, if the record type is the driving object in a specific subject area. For example, the Account record type is the driving object in the Account History subject area.

The following record types have optimized custom fields and metrics coverage in Oracle CRM On Demand and one or more of these record types might be present as dimensions or facts in this subject area:

This subject area has fields that are optimized for reducing the query time when they are used in filters. Optimized fields end with the words Code or UTC. For example, the Account dimension has an Account Type field. There is also an Account Type Code field, which is the optimized version of the Account Type field. Similarly, there is an Indexed Date UTC field, which is the optimized version of the Indexed Date field. Using the optimized field in the filter generates faster queries. This method is faster than using the standard field. For information on using optimized filtering fields, see Using Optimized Filtering Fields. The following dimensions in this subject area have optimized filtering fields:

• Asset

Dimensions

This subject area has the following dimensions:

• Account
• Asset
• Contact
• Date
• Dealer
• Opportunity
• Owned By User
• Principal Partner Account (available only in Oracle CRM On Demand Partner Relationship Management Edition)
• Product
• Service Request
• Vehicle

Metrics

The complete list of metrics for this subject area is as follows:

• Service Request Metrics
  • Service Request Metrics by Close Date
  • Number (#) of Cancelled SRs (Close Date)
    • Number (#) of Closed Service Requests (SRs) (Close Date)
    • Average (Avg) Days to Close SRs (Close Date)
    • Avg Minutes to Close SRs (Close Date)
  • Service Request Custom Metrics
  • Number (#) of SRs
  • Number (#) of Open SRs
  • Number (#) of Closed SRs
  • Number (#) of Pending SRs
  • Number (#) of Cancelled SRs
  • Avg Open SR Age
  • Avg Days to Close SR
  • Avg Open SR Age (Minutes)
  • Avg Minutes to Close SRs

Usage Notes

The custom fields in the Vehicle dimension are shared between the Vehicle record type and the Asset record type. The Vehicle record type has two sets of custom fields: one set that is shared with the Asset record type and appears in the Vehicle dimension, and one set that is exclusive to the Vehicle record type only. The custom fields that are exclusive to the Vehicle record type are not available in any reports. When adding custom fields to the Vehicle record type make sure that any fields that you want to appear in reports are added to the shared Asset-Vehicle custom fields and not to the Vehicle-only custom fields.

The Account, Contact, and Service Request dimensions include a Book hierarchy, which enables you to analyze metrics and related attributes at any level.

Use the Opportunity dimension to analyze metrics and attributes in the opportunity to service request relationship.