Analyze Internal Conversations in Service Requests
Service agents collaborate with their fellow agents (or subject matter experts) via internal conversations through various channels to assist them in resolving service requests. Analysis of such conversations help you gain insights into the extent of collaboration taking place in terms of their volume, frequency, duration and the players involved. Conversation message traffic patterns, message recipients, inbound versus outbound messages are some of the key areas of analysis possible.
A new subject area, 'Service - CRM Service Request Conversation Messages Real Time' with powerful out of metrics is available for you to build analyses in this area.
Internal conversation analysis possible with the new subject area
Monitor collaboration efforts between agents and between agents and other internal stakeholders to help speedy resolution of service requests
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).