CRM - CRM Interaction Aggregate

Description

This subject area can be used by itself or in conjunction with the CRM - CRM Service Request Summary subject area. It is intended to help with speed of reporting while obtaining an aggregated view of interactions by any or all of: month, week, agent, and/or channel. Managers can obtain an insight into the volume of interactions that occur with or without an associated SR, how often these occur, and across what channels. Further enhancements in the subject area provide for additional metrics covering interactions crossing channels and agents, to help managers understand the behavior and performance of agents as interactions get transferred between agents or passed on to other real time channels

Business Questions

This subject area can answer the following business questions:

• How many customer interactions happen without an SR?

• How often do communications cross channels to get to resolution?

• Across what channels do such non-SR interactions most often occur?

• Is my team following the norm that an SR must be opened (or updated) for every customer communication?

Job Roles

The following job roles secure access to this subject area:

• Channel Account Manager

• Channel Administrator

• Channel Operations Manager

• Channel Partner Manager

• Channel Partner Portal Administrator

• Channel Sales Director

• Channel Sales Manager

• Customer Relationship Management Application Administrator

• Customer Service Manager

• Customer Service Representative

• Human Resource Help Desk Administrator

• Human Resource Help Desk Agent

• Human Resource Help Desk Manager

• Partner Administrator

• Partner Sales Manager

• Partner Sales Representative

• Sales Administrator

• Sales Manager

• Sales Representative

• Sales Restricted User

• Sales VP

Duty Roles

The following duty roles secure access to this subject area:

• HR Help Desk Administrator Transaction Analysis Duty

• HR Help Desk Agent Transaction Analysis Duty

• HR Help Desk Manager Transaction Analysis Duty

• Partner Channel Administrative Transaction Analysis Duty

• Partner Channel Transaction Analysis Duty

• Partner Org Transaction Analysis Duty

• Sales Administrative Transaction Analysis Duty

• Sales Executive Transaction Analysis Duty

• Sales Managerial Transaction Analysis Duty

• Sales Transaction Analysis Duty

• Service Administrative Transaction Analysis Duty

• Service Managerial Transaction Analysis Duty

• Service Transaction Analysis Duty

Primary Navigation

Navigator > Service > Service Requests > Service Request Details > Interaction History

Time Reporting

This subject area reports historical data.

Time dimension is linked to CRM - CRM Interaction Aggregate.Interaction.Creation Date .

Transactional Grain

Aggregated interactions at weekly and monthly level

Special Considerations

Run the following scheduled processes as needed for initial data load and subsequent refreshes: 1. 'Aggregate Service Requests' 2. Execute Full Load of Cross-Channel Interaction Data for Reporting 3. Execute Incremental Load of Cross-Channel Interaction Data for Reporting 4. Reporting Hierarchy Generation