This subject area provides information on the Service Request milestones and how the SR is performing against the same. It also provides the associated Sales Account, the SR Owner, Product and Service Queue related information associated to the SR.
This subject area can answer the following business questions:
Are there currently service requests that have missed the target milestone and require escalation?
How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
Are our processes inefficient or preventing agents from meeting milestones?
What is the percentage of open SRs with milestones, that is, which have at least one milestone?
How does my team perform in meeting first response milestones versus resolution milestones?
The following job roles secure access to this subject area:
The following duty roles secure access to this subject area:
Navigator > Service > Service Requests
This subject area supports historic analysis/time based reporting of Service Requests based on Service Request Open Date, Service Request Resolution Date, Service Request Last Reopen Date, SR Milestone Completion Date, SR Milestone Due Date and SR Milestone Warning Date.
Time dimension is linked to There are multiple role playing time dimensions and is anchored to the following dates: 1. Service Request Open Date, 2. Service Request Resolution Date, 3. Service Request Last Reopen Date 4. SR Milestone Completion Date 5. SR Milestone Due Date 6. SR Milestone Warning Date..
The grain is at the Service Request Milestone level.
Run the following scheduled processes as needed for initial data load and subsequent refreshes: 1. Monitor Service Request Milestones. 2. Refresh Service Categories for Reporting. 3. Refresh Denormalized Product Catalog Table for BI. 4. Reporting Hierarchy Generation.
Copyright © 2019, 2023, Oracle and/or its affiliates.