OA4F_CX_SERVICE_REQUEST_ANALYSIS_DUTY
This duty role is related to the following Job-specific Groups:
Customer Service Manager
Customer Service Representative
Sales Administrator
Sales Manager
Sales Representative
Sales VP
This duty role secures access to the following subject areas:
CX - Service Request
This duty role secures access to data that can answer the following business questions:
How are my agents performing?
What percentage of SRs get resolved on the same day and next day?
How are the SRs aging?
Are we efficient in resolving SRs? Where are the bottlenecks?
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?
What is the most commonly used channel?
What is the trend of SRs by category?
Which customers have reported the most SRs?
Are there preferred channels that customers use to contact us for specific service issue categories and product areas?
What is our SR backlog rate?