CRM/Help Desk - Omni Channel Queue Resource Availability Real Time

Description

Use this subject area to provide service managers, improved insights into agent presence/availability . For queue focused organizations, there is a need to often know the number of agents online/available/busy to take up incoming requests for specific queues and by a channel like chat. Other metrics in the subject area help managers understand agent presence to improve queue and agent load balancing. Note that a queue attribute (like Queue Name) needs to be included in any report built using this subject area. Failing to do so may result in not showing any data or showing wrong data or a report error. Establish a cross join with the Omnichannel Events subject area using Service Queue as the common dimension to show metrics from that subject area side by side in the same report. This subject area is applicable for both CX Service and Help Desk.

Business Questions

This subject area can answer the following business questions:

• Are agents making themselves available for certain channels and not for others?

• Who are the agents available to take up requests and what is their current workload (number of chats they are presently handling)?

• What is the current distribution of active and inactive agents across queues?

• How are agents handling various work types, for example, are some agents declining incoming billing issues?

• For a given service queue, how many agents are available to take chats?

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

• Next Gen Human Resource Help Desk Administrator

• Next Gen Human Resource Help Desk Agent

• Next Gen 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

• Internal Help Desk Administrator Transaction Analysis Duty

• Internal Help Desk Agent Transaction Analysis Duty

• Internal Help Desk Manager Transaction Analysis Duty

• Next Gen HR Help Desk Administrator Transaction Analysis Duty

• Next Gen HR Help Desk Agent 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

• 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 Center > Service Requests Navigator > Help Desk > Help Desk Requests

Time Reporting

This subject area reports historical data.

Time dimension is linked to "CRM - CRM Omni Channel Events Real Time"."Omni Channel Event"."Start Date".

Transactional Grain

Omni Channel Event and Queue Resource

Special Considerations

1.Run the "Reporting Hierarchy Generation" scheduled process as needed for initial data load and subsequent refreshes. 2. Any report built using this subject area has to include a column from the Service Queue folder like queue name