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Analytics > Designing an Analysis > Getting Started with Analytics > Selecting Subject Areas > Service Requests Real-Time Reporting Subject Area

Service Requests Real-Time Reporting Subject Area

Availability

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

Business Purpose

This subject area provides the ability to analyze service requests by account, contact, service request, user, partner, 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 performance metrics for service requests can help your company to improve customer satisfaction, employee productivity, and reduce operational costs.

Relationship Type

Simple

Dimensions

This subject area has the following dimensions:

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

Metrics

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

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

Usage Notes

• 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.