CRM - CRM Interaction Service Requests Real Time

Description

This subject area enables you to analyze interactions in the context of SRs and helps answer questions such as the average number of interactions it takes to close an SR, how would that vary between regions, customer segments, products, service categories, and other business contexts. Insights such as these help managers identify outliers to take corrective action.

Business Questions

This subject area can answer the following business questions:

• How many interactions does it take before an SR is resolved? How does this vary across product lines and service categories?

• How many times has the customer communicated with the contact center on this particular service request and what channels did they use?

• On an average, how many interactions has it taken to resolve critical issues during the past month? How does that compare with previous months?

• What percentage of service requests involve at least one interaction?

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 doesn't report historical data.

This subject area has no anchoring date.

Transactional Grain

Interaction and Service Request

Special Considerations

None.