19Understand Service Analytics

This chapter contains the following:

How You Implement Service Analytics

Oracle Transactional Business Intelligence (OTBI) is a real time, self-service reporting solution bundled with Oracle Engagement Cloud. It provides prepackaged analytic content built on the Oracle Business Intelligence (BI) platform. These include subject areas for building your own dynamic analyses using an intuitive interface, industry standard metrics, and role-based, best practice reports and dashboards that deliver up-to-the-minute business insight across the entire extent of your service-related business operations.

You can view the analyses in the following ways:

  • To access BI Catalog, select Navigator > Tools > Reports and Analytics. The Reports and Analytics page is displayed.

    • Click the Hierarchical Selector >> icon and select My Folders or Shared Folders from the menu. Alternately, you can click the Browse Catalog button. The BI Catalog is displayed, where you can view your personal and shared analyses. You can also create analyses based on your requirements using subject areas.

  • To access the Analytics page, from the Home page, click the Service group icon, and then click the Analytics icon. The Analytics page is displayed. You can search for the analyses available in BI Catalog, and mark your favorites. These favorites persist on the Analytics page as long as they remain favorites. This page also shows the analytics recently viewed by the signed in user.

  • To access the Service Infolets page, from the page control on the Home page, click the Service Infolets icon. Prebuilt and administrator-defined or user-defined infolets can be displayed on the Service Infolets page.

How You Manage Service Infolets

For the prebuilt Service roles, the Service Infolets page displays the infolets based on the user's role. For administrator-defined roles, administrators must enable the Service Infolets page for each new role.

The procedures to create, manage, and enable Service infolets are the same as that for Sales infolets. For more information about creating and managing infolets, see "Modifying Infolets" in Related Topics. For information about the procedure to enable infolets on the dashboard, see "Enabling the Sales Infolet Pages" in Related Topics. For information about building analytics, see "Creating and Editing Analytics" in Related Topics.

Service Analytics Roles

The Service analyses are visible for the customer service representative, customer service manager, sales administrator, help desk agent, help desk manager, and help desk administrator job roles. Analyses and the underlying data is secured through a set of delivered OTBI transaction analysis duty roles. These duty roles are assigned to the service representatives, service managers, help desk agents, and help desk managers, and determine what analyses can be accessed by each. These OTBI transaction analysis duty roles control the subject areas and analyses a user can access. These roles also control the data that the signed in user can see in the analyses. This aligns with the data security privileges for the user in the transaction system.

The administrator defines which users, application roles, and catalog groups have the following privileges:

  • Receive the delivery content of an agent.

  • Have permission to access a section or alert section in a dashboard.

  • Have permission to use a saved modification.

  • Have permission to add or edit an existing catalog group.

  • Assign permissions to a catalog object.

The OTBI transactional analysis duty roles for Engagement Cloud are described in detail in the topic "About Security Roles: Explained". The following table lists the Service analyses, and the job and duty role mapping required for a user to access them.

Infolet Name Job Role OTBI Transactional Analysis Duty Role
  • Agents with Most Pending Service Requests

  • Long Wait on Agent

  • Queues by Unassigned Service Requests

  • Team Resolve Time

  • Critical Service Requests

  • Inbound Emails

  • Customer Service Manager

  • Help Desk Manager

  • Sales Administrator

  • Help Desk Administrator

  • Service Managerial Transaction Analysis Duty

  • HR Help Desk Manager Transaction Analysis Duty

  • Service Administrative Transaction Analysis Duty

  • HR Help Desk Administrator Transaction Analysis Duty

  • My Resolve Time

  • Pending Tasks

  • Waiting on Me

  • Waiting on Customer

  • Customer Service Representative

  • Help Desk Agent

  • Sales Administrator

  • Help Desk Administrator

  • Service Transaction Analysis Duty

  • HR Help Desk Agent Transaction Analysis Duty

  • Service Administrative Transaction Analysis Duty

  • HR Help Desk Administrator Transaction Analysis Duty

  • Inbound Social Posts

  • Omnichannel Agent Assignments

  • Omnichannel Assignments

  • Omnichannel Queue Assignments

  • Team Open Work Orders

  • Team Completed Work Orders

  • Team SR Compliance

  • Team Action Plan Actions Past Due

  • Customer Service Manager

  • Sales Administrator

  • Service Managerial Transaction Analysis Duty

  • Service Administrative Transaction Analysis Duty

  • My Open Work Orders

  • My Completed Work Orders

  • My SR Compliance

  • My Action Plan Actions Past Due

  • Customer Service Representative

  • Sales Administrator

  • Service Transaction Analysis Duty

  • Service Administrative Transaction Analysis Duty

Service Analytics Subject Areas

Creating analyses begins with subject areas. A subject area is a functional grouping of the contextual entities (also called dimensions) by which the metrics (also called facts) can be analyzed. Subject areas are the building blocks of analytic content in OTBI. For example, the columns in a tabular report showing the number of open SRs (metric or fact) by Agent Name (context or dimension) are sourced from one of the subject areas. Multiple subject areas can be joined to produce reports, when cross-functional analysis is needed.

The Engagement Cloud application comes with a variety of standard subject areas for you to select from when you are building or editing your analytics. For a complete listing of the Service subject areas, see "Service Subject Areas" in Related Topics. Additional subject areas focused on analyzing knowledge articles and their usage in service requests are available for knowledge managers and analysts. For more information, see "Analyzing Knowledge" in Related Topics.

Overview of Parent and Child Interactions in Service Analytics

With the support for cross-channel interactions, there is the prospect of an initiated interaction crossing channels and agents. Additionally, the ability to associate multiple business objects is also introduced as part of this functionality. For more information about cross-channel interactions, see "Cross-Channel Interactions" in Related Topics.

When a communication is initiated with a customer, an interaction is created that contains the channel, contact, resource, and multiple other attributes. Each interaction can have only one reference to each of these attributes. In the case of business objects, an interaction can be associated with one of each type of business object. In the case where a communication adds additional attributes, the application automatically generates a child interaction, and associates it to the original parent.

Examples of such cases are as follows:

  • A communication crosses channels (the child interaction would store the new channel).

  • A communication is transferred between agents (the child interaction would store the second agent).

  • More than one type of business object is associated. For example, an interaction can be associated with one service request. However, if during the conversation, a second service request is created or updated, the second interaction would have to be stored in a child interaction.

For the purpose of metric calculations in BI, it's often necessary to count the entire set of these atomic interactions, as a single interaction. This single interaction is referred to as the parent interaction. The atomic interactions are referred to as child interactions. The parent interaction count is not the summation of child interaction count. In any cross-channel or cross-agent interaction, there is always a single parent interaction, and more than one child interactions.

Service Analytics Saved Queries

Saved queries are canned analyses that enable you to construct reports efficiently. The saved queries are pre-calculated data filters that can be conveniently applied on any analyses that you want to build. They're also useful in cross-subject-area reporting.

To access the saved queries, do the following:

  1. Click Navigator > Tools > Reports and Analytics.

  2. Click Browse Catalog.

    The Oracle Business Intelligence Catalog page is displayed.

  3. In the Folders pane, click Shared Folders > Service > Subject Area Contents > Saved Queries - OTBI.

The following table shows the available saved queries.

Analyses Name Description Job Role

SRs assigned to me

Saved query to retrieve the list of SRs assigned to the signed in user. Apply this on the Service Request ID column when used in analyses.

  • Customer Service Representative

  • HR Help Desk Agent

  • Sales Administrator

SRs where I am on the team

Saved query to retrieve the list of SRs where the signed in user is part of the SR team. Apply this on the Service Request ID column when used in analyses.

  • Customer Service Representative

  • HR Help Desk Agent

  • Sales Administrator

SRs assigned to me or my subordinates

Saved query to retrieve the list of SRs assigned to the signed in user or the user's subordinates. Apply this on the Service Request ID column when used in analyses.

  • Customer Service Manager

  • HR Help Desk Manager

  • Sales Administrator

SRs where I am or my subordinates are on the team

Saved query to retrieve the list of SRs where the signed in user or the user's subordinates are part of the SR team. Apply this on the Service Request ID column when used in analyses.

  • Customer Service Manager

  • HR Help Desk Manager

  • Sales Administrator

Queues where I am a resource

Saved query to retrieve the list of queues where the signed in user is a resource. Apply this on the Queue ID column when used in analyses.

  • Customer Service Representative

  • HR Help Desk Agent

  • Sales Administrator

Queues where I am or my subordinates are resources

Saved query to retrieve the list of queues where the signed in user or the user's subordinates are resources. Apply this on the Queue ID column when used in analyses.

  • Customer Service Manager

  • HR Help Desk Manager

  • Sales Administrator

Work Orders assigned to me

Saved query to retrieve the list of work orders assigned to the signed in user. Apply this as a filter on the Work Order ID column when used in analyses.

  • Customer Service Representative

  • Sales Administrator

Work Orders assigned to me or my subordinates

Saved query to retrieve the list of work orders assigned to the signed in user or the user's subordinates. Apply this as a filter on the Work Order ID column when used in analyses.

  • Customer Service Manager

  • Sales Administrator