Service Analytics Roles

The following job roles enable to view analyses:

The user with a BI Administrator role defines which users, application roles, and catalog groups have the following privileges:

• Receive the delivery content of an agent.

• Have permission to access a section or alert section in a dashboard.

• Have permission to use a saved modification.

• Have permission to add or edit an existing catalog group.

• Assign permissions to a catalog object.

The OTBI transactional analysis duty roles for your service application are described in detail in the related topic "About Security Roles".

Service Dashboard

Service managers and agents can monitor their team and individual service performance using the role based, interactive service dashboard.

To access the dashboard, go to the Service menu on the home page and click the Service Dashboard Quick Action list.

The dashboard shows a series of prebuilt infolets, which display metrics/key performance indicators (KPI). An infolet may also display an analytic like a bar graph or a pie chart. Upon drilling into the infolet, a detailed report in tabular format is shown. For example, the Critical Service Requests infolet shows the list of individual SRs with their Reference Number, Title, Status, Assignee, and other relevant information. Users can navigate to individual records of the business objects displayed on a detailed report. For example, by clicking on the SR Reference Number one can navigate to the SR detail page and perform any updates to the SR and navigate back to the dashboard to resume analysis.

The service dashboard is can also be personalized to suit individual preferences. One can choose to hide/show the out of box infolets. Use the hide/show icon on the infolet to do so. As an end user (manager or agent) you can also change the order of display of the infolets. You can do this by clicking on the infolet with your mouse and dragging it to desired position on the dashboard. Once you do this, a Save button appears, after which you can choose to save the new layout or cancel it. Note that all personalization changes are user and browser specific.

Custom Infolet

You can add your own infolets to the dashboard. To do this, click on the menu button (elipsis …) at the top right corner of the dashboard and click Add Infolet. From the panel that appears on the right, navigate to the location of the Tile report in the BI catalog.

Here's a sample folder: Shared Folders/Custom/Enterprise Support/Strategic Service Requests/Tile: Escalated SRs.

For a BI report to the added as an infolet, its name should be in the format Tile: <<name of report>>. Click the report to be added as an infolet and click Next. At this point you can configure the infolet and to do so you are presented with a series of options to format . After selecting the appropriate choices, click Add.

Infolet Name	Job Role	OTBI Transactional Analysis Duty Role
Agents with Most Pending Service Requests Critical Service Requests Long Wait on Agent Queues by Unassigned Service Requests Team Resolve Time Inbound Emails Team SR Work Time	Customer Service Manager Sales Administrator	Service Managerial Transaction Analysis Duty Service Administrative Transaction Analysis Duty
My Resolve Time Pending Tasks Waiting on Me Waiting on Customer	Customer Service Representative Sales Administrator	Service Transaction Analysis Duty Service Administrative Transaction Analysis Duty
Inbound Social Posts Omnichannel Agent Assignments Omnichannel Assignments Omnichannel Queue Assignments Team Open Work Orders Team Completed Work Orders Team SRCompliance Team Action Plan Actions Past Due	Customer Service Manager Sales Administrator	Service Managerial Transaction Analysis Duty Service Administrative Transaction Analysis Duty
My Open Work Orders My Completed Work Orders My SR Compliance My Action Plan Actions Past Due My SR Work Time SR Movement in Queues	Customer Service Manager Sales Administrator	Service Transaction Analysis Duty Service Administrative Transaction Analysis Duty