CRM/Help Desk - Case Action Plan Actions Real Time

Description

This subject area enables analysis that helps Case Managers and Agents obtain a complete picture of an action plan's enforcement of company policies and procedures. Agents can monitor their own performance on action plan completion and delays.

The action plan information records compliance for a set of predefined actions, and the analytics highlights metrics for open, closed, delayed and aging action plans. The real-time reporting provides both summary and detailed metrics.

Business Questions

This subject area can answer the following business questions:

• What is the delay in estimated completion dates?

• What is the breakdown of open action plans by Action Plan Action Owner?

• Are there action plans tracking late to an overall target completion date?

Job Roles

The following job roles secure access to this subject area:

• Case Manager

• Case Worker

• Customer Relationship Management Application Administrator

• Internal Help Desk Administrator

• Next Gen Human Resource Help Desk Administrator

• Sales Administrator

Duty Roles

The following duty roles secure access to this subject area:

• Case Manager Transaction Analysis Duty

• Case Worker Transaction Analysis Duty

• Internal Help Desk Administrator Transaction Analysis Duty

• Next Gen HR Help Desk Administrator Transaction Analysis Duty

• Sales Administrative Transaction Analysis Duty

• Service Administrative Transaction Analysis Duty

Primary Navigation

Navigator > Service > Cases > My Cases > Case Details

Time Reporting

This subject area reports historical data.

Time dimension is linked to CRM/Help Desk - Case Action Plan Actions Real Time."Time"."Date".

Transactional Grain

Action Plan and Action

Special Considerations

1. Data is limited to Action Plans associated to Cases 2. Run the following scheduled processes as needed for initial data load and subsequent refreshes: a. Fully Loads Action Plan Actions Data for Reporting b. Incrementally Loads Action Plan Actions Data for Reporting c. Reporting Hierarchy Generation