ORA_ZBS_CUST_SERVICE_REQ_MANAGER_JOB
This Job-specific Group is related to the following duty roles:
This Job-specific Group secures access to the following subject areas:
This Job-specific Group secures access to data that can answer the following business questions:
What percentage of SRs get resolved on the same day and next day?
What is the percentage of open SRs with milestones, that is, which have at least one milestone?
How many days do customers wait on average to reopen the SR?
Are we efficient in resolving SRs? Where are the bottlenecks?
How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
How does my team perform in meeting first response milestones versus resolution milestones?
How long was the SR waiting with the Agent and the customer?
Are there currently service requests that have missed the target milestone and require escalation?
What is the trend of SRs over a period of time? How are the SRs split based on status and severity?
What product lines have a higher percentage of non-compliant SRs open?
Do some SR categories imply higher difficulties (going by the actual time agents spend on such SRs)?
Are our processes inefficient or preventing agents from meeting milestones?
How many SR queues were modified and what did the SR owner change in the process?