Analyze Action Plan Completions and Delays for Cases

Action plans are a checklist, a series of events or steps that have to be done before you can close a case. Action plan analytics help you monitor completions and ensure compliance against a set of actions. Pre-defined metrics around open and closed action plans, delayed actions, and aging of action plans help managers gain insights into performance at an aggregate level to address areas of concern. Agents can gain visibility to their own action plan completions and delays. A new subject area,

Screen capture showcasing action plans, which are checklists of tasks required before closing a case. Action plan analytics provide metrics on open/closed plans, delays, and aging to help managers monitor performance and ensure compliance. Agents can also track their own action plan completions and delays.

New Subject Area - CRM/Help Desk - Case Action Plan Actions Real Time is available for you to build your own analyses.

Monitor adherence to service organization policies with insights into action plan performance.

Steps to Enable

Leverage new subject area(s) by adding to existing reports or using in new reports. For details about creating and editing reports, see the Creating and Administering Analytics and Reports book (available from the Oracle Help Center > your apps service area of interest > Books > Administration).

Key Resources