6Service Analytics

This chapter contains the following:

View Service Analytics

Oracle Transactional Business Intelligence (OTBI) is a real time, self-service reporting solution bundled with your service application. It provides prepackaged analytic content built on the Oracle Business Intelligence (BI) platform.

Let's break down the different ways you can view prebuilt analytic content. The following tasks apply to all roles.

View Prebuilt Infolets and Detailed Reports

Use the Service Infolets page to perform the following task.

  1. From the page control on the Home page, click the Service Infolets icon.

    The Service Infolets page is displayed. It displays the Infolets enabled for the signed in role.

  2. Click any individual infotile to view a detailed report.

View Your Favorite Reports

Use the Analytics page to perform the following task.

  1. From the springboard on the Home page, click Service, and then click Analytics.

    The Analytics page is displayed.

  2. Click the Search icon to perform a keyword search on the reports in the BI Catalog.

  3. In the search results, click the link for the report to view. You can view the reports in either a list or a carousel view.

    Optionally, you can mark reports as favorites for later access. This page also shows the analytics recently viewed by the signed in user.

View All Analytic Content

Use the BI Catalog and the Reports and Analytics page to view all analytic content.

To view all analytic content using the BI Catalog:

  1. Click Navigator > Tools > Reports and Analytics.

    The Reports and Analytics page is displayed.

  2. Click Browse Catalog.

    The BI Catalog is displayed.

  3. View the list of the reports and dashboards in the Shared Folders > Service > Embedded Content and Shared Folders > Service > Subject Area Content folders.

    • Administrator-defined or user-defined content is displayed in the Shared Folders > Custom folder.

    • Personal content available only to you is displayed in the My Folders folder.

To view all analytic content using the Reports and Analytics page:

  1. Click Navigator > Tools > Reports and Analytics.

    The Reports and Analytics page is displayed.

  2. Click the Hierarchical Selector >> icon, and select My Folders or Shared Folders from the menu.

    The list of reports and dashboards is displayed, without navigation to BI Catalog. Similar to the Analytics page, you can perform a keyword search and mark your favorites, to retain them for easy access later.

Create Service Analytics

Let's break down the different ways you can build your own content using subject areas.

Create Quick Analyses

Casual users perform the following task on the Reports and Analytics page for simplified report authoring. This task applies to all roles.

  1. Click Navigator > Tools > Reports and Analytics.

    The Reports and Analytics page is displayed.

  2. Click the Create drop-down button and select Analysis.

    The Select Subject Area window is displayed.

  3. Select a subject area and click Continue to create the analysis.

Create Analyses

Report authors perform the following task in the BI Catalog. This task applies to the Administrator and Customer Service Manager roles.

  1. Click Navigator > Tools > Reports and Analytics.

    The Reports and Analytics page is displayed.

  2. Click Browse Catalog.

    The BI Catalog is displayed.

  3. From the New menu, select Analysis.

    The Select Subject Area pane is displayed.

  4. Click the link for the selected subject area and create the analysis.

Create Production Reports

Advanced users perform the following task on the Reports and Analytics page and BI Catalog. This task applies to the Administrator and Customer Service Manager roles.

Note: Advanced users use the Oracle Business Intelligence Publisher (BI Publisher) application to create pixel perfect reports. The BI Publisher application isn't recommended for creating OTBI reports that can otherwise be created using Oracle Business Intelligence Enterprise Edition (OBIEE) Answers. For more information about the BI Publisher and OBIEE applications, see Related Topics. Additionally, you can also see the online help in the BI Catalog by clicking Help > Help Contents > Oracle BI Publisher and Help > Help Contents > Oracle BI EE.

To create production reports using the Reports and Analytics page:

  1. Select Navigator > Tools > Reports and Analytics.

    The Reports and Analytics page is displayed.

  2. Click the Create drop-down button and select Report.

    The Create Report window is displayed. Use this window to create the production report using any of the available options.

To create production reports using the BI Catalog:

  1. Select Navigator > Tools > Reports and Analytics.

    The Reports and Analytics page is displayed.

  2. Click Browse Catalog.

    The BI Catalog is displayed.

  3. From the New menu, select Published Reporting > Report.

    The Create Report window is displayed. Use this window to create the production report using any of the available options.

Overview of Service Infolets

This section describes the Service infolets available to customer service representatives, customer service managers, help desk agents, and help desk managers.

Infolet Description Job Role

My Resolve Time

Shows the average time you took to resolve assigned service requests over a 30 day period. It enables you to view that information against the average time taken by all agents to resolve service requests over the same period of time.

  • Customer Service Representative

  • Help Desk Agent

  • Sales Administrator

  • Help Desk Administrator

Pending Tasks

Displays the pending tasks that are assigned to you along with the priority (high, medium, or low) of each. You can also view tasks that are past their due date.

  • Customer Service Representative

  • Help Desk Agent

  • Sales Administrator

  • Help Desk Administrator

Waiting on Customer

Displays an overview of the service requests that are waiting on the customer. You can view the following information:

  • Number of service requests in the Waiting status.

  • Number of service requests that are resolved.

  • Total number of service requests assigned to the user, which includes both resolved requests and requests waiting on the customer.

  • Total number of critical service requests assigned to the user, which includes both resolved requests and requests waiting on the customer.

  • Customer Service Representative

  • Help Desk Agent

  • Sales Administrator

  • Help Desk Administrator

Waiting on Me

Displays an overview of the service requests that are waiting on the user. The infolets contain the following information about the service requests waiting on the user:

  • Number of new service requests.

  • Number of services requests that are in progress.

  • Total number of service requests that are awaiting a response from the user and are in progress.

  • Total number of unresolved service requests that are assigned to the user and are in critical status.

  • Customer Service Representative

  • Help Desk Agent

  • Sales Administrator

  • Help Desk Administrator

My SR Compliance

Displays an overview of all the milestones and their status on the service requests assigned to the user. This infolet contains the following information about the service requests milestones for the user:

  • Number of SRs assigned to the user that have milestones that are nearing their due date.

  • Number of SRs that are assigned to the user where the milestone due dates have passed.

  • Number of SRs that are nearing and already have noncompliance issues with milestones.

  • The number of SRs that have a critical status.

  • Customer Service Representative

  • Sales Administrator

My Open Work Orders

Shows a listing of open work orders assigned to the signed in user, which are expected to be noncompliant, where the estimated end date is past the resolution due date. A listing of work orders that are noncompliant (where the actual end date is past the resolution due date), and are expected to be compliant, can also be optionally viewed.

  • Customer Service Representative

  • Sales Administrator

My Completed Work Orders

Shows a listing of noncompliant work orders assigned to the signed in user, where the actual end date is past the resolution due date. You can also optionally view the compliant work orders.

  • Customer Service Representative

  • Sales Administrator

My Action Plan Actions Past Due

Shows the actions that have end dates in the past. The total count represents unique actions. The actions for the action plans associated with the SRs assigned to the signed in user, are considered.

  • Customer Service Representative

  • Sales Administrator

Agents with Most Pending Service Requests

Displays the top-three agents that have the most pending service requests, and the number of service requests that are pending. Pending service requests are requests that are in a New or In progress state, and are pending action by the agent. These requests don't include the requests that are waiting on the customer.

  • Customer Service Manager

  • Help Desk Manager

  • Sales Administrator

  • Help Desk Administrator

Long Wait on Agent

Number of service requests that are waiting on the agent for longer than 24 hours.

  • Customer Service Manager

  • Help Desk Manager

  • Sales Administrator

  • Help Desk Administrator

Queues by Unassigned Service Requests

Number of unassigned service requests in each queue. The graph also displays the priority of the service requests in the queues.

  • Customer Service Manager

  • Help Desk Manager

  • Sales Administrator

  • Help Desk Administrator

Team Resolve Time

The average resolution time of the service requests resolved in the last 30 days, by any user in the signed-in service manager's team. The time is displayed in the number of days, hours, and minutes.

  • Customer Service Manager

  • Help Desk Manager

  • Sales Administrator

  • Help Desk Administrator

Critical Service Requests

The average resolution time of the service requests resolved in the last 30 days, by any user in the signed-in service manager's team.

  • Customer Service Manager

  • Help Desk Manager

  • Sales Administrator

  • Help Desk Administrator

Team SR Compliance

Displays an overview of all the milestones and their status on the service requests assigned to the team. This infolet contains the following information about the service requests milestones in the team:

  • Number of SRs assigned to the team that have milestones that are nearing their due date.

  • Number of SRs that are assigned to the team where the milestone due dates have passed.

  • Number of SRs that are nearing and already have noncompliance issues with milestones and are assigned to the team members.

  • The number of SRs that have a critical status.

  • Customer Service Manager

  • Sales Administrator

Inbound Emails

Shows the total number of inbound emails during the past 30 days. A breakdown of this total by the number that resulted in SR creations, SR updates, and number of emails that failed is also shown.

  • Customer Service Manager

  • Help Desk Manager

  • Sales Administrator

  • Help Desk Administrator

Inbound Social Posts

Shows the total number of social posts during the past 30 days. A breakdown of this total by the number that resulted in SR creations, SR updates, and number of posts that failed is also shown.

  • Customer Service Manager

  • Sales Administrator

Omnichannel Agent Assignments

Shows the top-five agents with the most work assignments during the past seven days.

  • Customer Service Manager

  • Sales Administrator

Omnichannel Assignments

Shows the top-five queue assignments by channel type for the past seven days.

  • Customer Service Manager

  • Sales Administrator

Omnichannel Queue Assignments

Shows the top-five queues with the most work assignments during the past seven days.

  • Customer Service Manager

  • Sales Administrator

Team Open Work Orders

Shows a listing of open work orders assigned to the signed in user and the user's subordinates, which are expected to be noncompliant, where the estimated end date is past the resolution due date. A listing of work orders that are noncompliant (where the actual end date is past the resolution due date), and are expected to be compliant, can also be optionally viewed.

  • Customer Service Manager

  • Sales Administrator

Team Completed Work Orders

Shows a listing of noncompliant work orders assigned to the signed in user and the user's subordinates, where the actual end date is past the resolution due date. Compliant work orders can also be optionally viewed.

  • Customer Service Manager

  • Sales Administrator

Team Action Plan Actions Past Due

Shows the actions that have end dates in the past. The total count represents unique actions. The actions for the action plans associated with the SRs assigned to the signed in user's team, are considered.

  • Customer Service Manager

  • Sales Administrator

Team Wait Time

Shows average agent wait time for SRs assigned to the manager's team and resolved in the last 90 days. Also shows the average wait time across all agents.

  • Customer Service Manager

  • Help Desk Manager

  • Sales Administrator

  • Help Desk Administrator

For more information about Analytics, see Related Topics.