Analyze Internal Help Desk Request Relationships

Relationships enhance the efficiency of your agents by making it easier to track interrelated issues. Visibility to relationships between Internal Help Desk Requests themselves or relationships with Cases help agents understand dependencies that might block speedier resolutions. For example, agents and managers would like to know the dependent Internal Help Desk Requests blocking resolution of a critical request.

A new subject area, 'Help Desk - Internal Service Request Relationships Real Time' with pre-built metrics and contexts helps you create impactful analyses for deeper insights into relationships.

Reports in the BI Catalog targeted at Manager and Agent roles provide summary and detailed views of relationships between source Internal Requests and other business objects.

My team's open Internal Requests showing related Requests and Cases

 Business Objects Related to Internal Help Desk Requests by Relation Type

Make agents more efficient in resolving employee issues.

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

Subject Areas for Transactional Business Intelligence