Service Request MIlestone Analysis Duty
Code Name
OA4F_CX_SERVICE_REQUEST_MILESTONE_ANALYSIS_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 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?