Analyze Creation and Usage of Tags in Internal Help Desk Requests

Tags are keywords or terms that you can assign to Help Desk Requests. Tags help you describe, classify, or organize Requests based on your requirement. A tag based analysis of Requests yields valuable insights into support health across the business. Service quality and performance can be measured for Requests with specific tags to spot exceptions, anomalies, and trends. A new subject area, "Help Desk - Internal Service Request Tags Real Time", with best practice, industry standard metrics and reports will be delivered as part of the feature.

Top Ten Tags by Open Internal Help Desk Requests

Analyses of the tags associated to internal help desk requests yield valuable insights into service quality and resolution efficiencies. Managers can take corrective action based on the insights.

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