OA4F_CX_SERVICE_REQUEST_MILESTONE_ANALYSIS_DUTY
This duty role is related to the following Job-specific Groups:
This duty role secures access to the following subject areas:
This duty role secures access to data that can answer the following business questions:
What is the percentage of open SRs with milestones, that is, which have at least one milestone?
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?
Are there currently service requests that have missed the target milestone and require escalation?
Are our processes inefficient or preventing agents from meeting milestones?