Service Request Lifecycle Analysis Duty
Code Name
OA4F_CX_SERVICE_REQUEST_LIFECYCLE_ANALYSIS_CONTENT_DUTY
Job Roles
This duty role is related to the following job roles:
Subject Areas
This duty role secures access to the following subject areas:
Business Questions
This duty role secures access to data that 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?