CRM/Help Desk - Inbound Messages Real Time

Description

Allows users to develop analyses to track inbound communications by message channel and the resulting service request creations and updates from those messages. Performance metrics such as average time to create an SR and time for the agent to acknowledge are available down to seconds, allowing for a granular understanding of inbound message flow and the resulting SR response and closure. This subject area can be used for both CX Service and Help Desk.

Business Questions

This subject area can answer the following business questions:

• How many emails came from known versus unknown contacts?

• How many messages resulted in new service request creation versus update to existing service request?

• Is the Service organization effectively handling new emails in the appropriate timeframe?

• How many emails are we receiving over time?

• What is the current count of inbound email requests by status and mailbox?

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

• Human Resource Help Desk Administrator

• Human Resource Help Desk Manager

• Internal Help Desk Administrator

• Internal Help Desk Manager

• Next Gen Human Resource Help Desk Administrator

• Next Gen Human Resource Help Desk Manager

• Partner Administrator

• Partner Sales Manager

• Partner Sales Representative

• Sales Administrator

Duty Roles

The following duty roles secure access to this subject area:

• HR Help Desk Administrator Transaction Analysis Duty

• HR Help Desk Manager Transaction Analysis Duty

• Internal Help Desk Administrator Transaction Analysis Duty

• Internal Help Desk Manager Transaction Analysis Duty

• Next Gen HR Help Desk Administrator Transaction Analysis Duty

• Next Gen 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

• Service Administrative Transaction Analysis Duty

• Service Managerial Transaction Analysis Duty

Primary Navigation

Navigator > Service > Service Requests > Service Request Details > Messages

Time Reporting

This subject area reports historical data.

Time dimension is linked to CRM Help Desk - Inbound Messages Real Time.Inbound Message.Creation Date.

Transactional Grain

Inbound Message

Special Considerations

Note that this SA was earlier called Service - CRM Inbound Messages Real Time