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 Human Resource Help Desk Agent Sales Administrator Human Resource 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 Human Resource Help Desk Agent Sales Administrator Human Resource 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 Human Resource Help Desk Agent Sales Administrator Human Resource 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 Human Resource Help Desk Agent Sales Administrator Human Resource 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
My SR Work Time	Shows the actual duration an SR was with the agent before it was resolved. This excludes customer wait time, the duration when it wasn't yet assigned, or assigned to other agents. The KPI for all agents of the team that the signed in agent belongs to, is also shown. Only the SRs resolved in the last 30 days are considered.	Customer Service Representative Sales Administrator
SR Movement in Queues	Shows the average number of queues that an SR has traversed before it was resolved. The average days that an SR is in queue, not in queue, and average days to resolve are also shown. Team SRs resolved during the past 30 days 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 Human Resource Help Desk Manager Sales Administrator Human Resource 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 Human Resource Help Desk Manager Sales Administrator Human Resource 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 Human Resource Help Desk Manager Sales Administrator Human Resource 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 Human Resource Help Desk Manager Sales Administrator Human Resource 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 Human Resource Help Desk Manager Sales Administrator Human Resource 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 Human Resource Help Desk Manager Sales Administrator Human Resource 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 SR Work Time	The average actual duration an SR was with the agent before it was resolved. This excludes customer wait time, the duration when it wasn't yet assigned, or assigned to other agents. The metric for all agents is also shown. Team SRs resolved during the last 30 days are considered.	Customer Service Manager Human Resource Help Desk Manager Sales Administrator Human Resource Help Desk Administrator