Measure service performance based on your company's work calendar

As a service request progresses through its lifecycle - from creation to resolution and closure, metrics related to velocity of resolution and agent/queue transitions provide insights into service operational efficiencies. These metrics are now computed based on your organization's work schedule - with non-work hours, weekends and company holidays ignored, giving a "true" measure of agent and service performance. The following enhancements make this possible:

• Out-of-box metrics added to the Service – CRM Service Request Lifecycle subject area
• Pre-built reports are available at: shared/Service/Embedded Content/Customer Service Manager/Service Request Lifecycle Analysis/Work Calendar Based Reports

Out-of-box metrics based on your organization's work calendar

Avg Duration in work hours an SR was with assignee before resolution

Provide a more accurate picture of agent and service delivery performance by factoring agent non-working hours, company holidays and week ends.

Steps to Enable

1. Create a work schedule in Subscription Management.

    Specify the work days, work hours and work hour breaks and the time zone.
    Use ‘Exceptions’ for company holidays and other
    Save the schedule
    You may create as many schedules as your business requirements dictate but each should be with a unique name.

Note: For a detailed description of the steps, please refer to  ‘Implementing Subscription Management’.

2. Attach the work schedules(s) created in Step 1 to SR using Workflow in Fusion Service.

    Go to Service Center -> Service Center Administration -> Productivity -> Create/Manage Workflows

    Workflow UI provides a flexible way to attach the schedules you create, based on your business requirements. For example, your service reps might be distributed across time zones.
    You could create a schedule for each time zone and attach them via workflow.

Create a workflow to attach a schedule to service request

Tips And Considerations

There is no change to the existing metrics, which are computed based on a 24x7 calendar. They are all available for use.

There are no additional BI-related set ups needed. The scheduled process needed for the Service Request Lifecycle subject area is still valid

Key Resources

Implementing Subscription Management

Subject Areas for Transactional Business Intelligence in Fusion Sales and Fusion Service