Customer Service Representative
Code Name
ORA_ZBS_CUST_SERVICE_REQ_REPRESENTATIVE_JOB
Duty Roles
This job role is related to the following duty roles:
Subject Areas
This job role secures access to the following subject areas:
Business Questions
This job role secures access to data that 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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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 does my team perform in meeting first response milestones versus resolution milestones?
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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?
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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?
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What is the trend of SRs over a period of time? How are the SRs split based on status and severity?
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What percentage of SRs get resolved on the same day and next day?
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What product lines have a higher percentage of non-compliant SRs open?