CX - Service Request Lifecycle
Description
This subject area provides information on the changes that a Service Request goes through and captures it's lifecycle until it is closed. The changes captured are related to the Status, Assignee, Severity and Queue. The associated dimension (Sales Account/Sold-to Customer, Service Request) provides the current data.
Business Questions
This subject area can answer the following business questions:
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Are we efficient in resolving SRs? Where are the bottlenecks?
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Do some SR categories imply higher difficulties (going by the actual time agents spend on such SRs)?
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How long was the SR waiting with the Agent and the customer?
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How many SR queues were modified and what did the SR owner change in the process?
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How many days do customers wait on average to reopen the SR?
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 Close Date, SR Change 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 Close Date 4. SR Change Date.
Transactional Grain
This subject area returns data at the grain of the audited change to SR level.
Special Considerations
1. Auditing should be enabled on Service Request Object.
2. Run the following scheduled processes as needed for initial data load* and subsequent refreshes:
(a) Execute Incremental Load of SR Audit Data for Reporting.
(b) Unlock Scheduled Process that Incrementally Loads SR Audit data (as necessary).
(*Only SRs created in the current partial and the previous full calendar months are loaded initially).