CX - Service Request Milestone
Description
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.
Business Questions
This subject area can answer the following business questions:
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Are our processes inefficient or preventing agents from meeting milestones?
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Are there currently service requests that have missed the target milestone and require escalation?
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How does my team perform in meeting first response milestones versus resolution milestones?
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How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
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What is the percentage of open SRs with milestones, that is, which have at least one milestone?
Job Roles
The following job roles secure access to this subject area:
Duty Roles
The following duty roles secure access to this subject area:
Primary Navigation
Navigator > Service > Service Requests
Time Reporting
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.
Transactional Grain
This subject area returns data at the grain of the Service Request Milestone level.
Special Considerations
Run the following scheduled processes as needed for initial data load and subsequent refreshes: _x000D_
1. Monitor Service Request Milestones._x000D_
2. Refresh Service Categories for Reporting. _x000D_
3. Refresh Denormalized Product Catalog Table for BI. _x000D_
4. Reporting Hierarchy Generation.