CRM/Help Desk - Omni Channel Events Real Time

Description

Enables users to build dynamic analyses to monitor Omnichannel work assignments across agent, queue, and channel. Managers can balance agent workload by obtaining insight into their current workload, presence, and availability. Key performance indicators such as average customer wait times, duration in queues, offers, and agent acceptance rates of work assignments can be measured, for better throughput, higher system efficiency, and improvement in customer satisfaction. The subject area is applicable for both CX Service and Help Desk.

Business Questions

This subject area can answer the following business questions:

• How long is it taking for offers to be made to agents?

• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?

• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?

• What are the rates for agents declining work offers?

• What are the average handle times?

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

• Internal Help Desk Administrator

• Internal Help Desk Agent

• Internal 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

• Internal Help Desk Administrator Transaction Analysis Duty

• Internal Help Desk Agent Transaction Analysis Duty

• Internal 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 Omni Channel Events Real Time"."Omni Channel Event"."Start Time".

Transactional Grain

Omni Channel Event

Special Considerations

Run the following scheduled processes as needed for initial data load and subsequent refreshes: 1. Reporting Hierarchy Generation