What subject areas are available in Help Desk Analytics?
Creating analyses begins with subject areas. A subject area is a functional grouping of the contextual entities (also called dimensions) by which the metrics (also called facts) can be analyzed. Subject areas are the building blocks of analytic content in OTBI.
For example, the columns in a tabular report showing the number of open SRs (metric or fact) by Agent Name (context or dimension) are sourced from one of the subject areas. Multiple subject areas can be joined to produce reports, when cross functional analysis is needed.
The Help Desk application comes with various standard subject areas for you to select from when you're building or editing your analytics.
- Help Desk - HR Service Requests Real Time
- Help Desk - HR Service Request Messages Real Time
- Help Desk - HR Service Request Lifecycle
- CRM/Help Desk - Omnichannel Events Real Time
- CRM/Help Desk - Inbound Messages Real Time
- Help Desk - Internal Service Requests Real Time
- Help Desk - Internal Service Request Messages Real Time
- Help Desk - Internal Service Request Lifecycle
- Help Desk - Internal Help Desk Request Milestones Real Time
- CRM/Help Desk - Omnichannel Events Real Time
- CRM/Help Desk - Inbound Messages Real Time
For more Help Desk analytics resources, see: Where do I find more information about and resources for Help Desk analytics?