Case Worker Transaction Analysis Duty

Code Name

FBI_CASE_WORKER_TRANSACTION_ANALYSIS_DUTY

Job Roles

This duty role is related to the following job roles:

• Case Worker

Subject Areas

This duty role secures access to the following subject areas:

• CRM/Help Desk - Case Action Plan Actions Real Time

• CRM/Help Desk - Case Management Real Time

• CRM/Help Desk - Case Relationships Real Time

Business Questions

This duty role secures access to data that can answer the following business questions:

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

• Are we seeing an increasing trend of blocking issues limiting speedy resolution of Cases?

• How many Cases are blocked by a specific HR Help Desk Request?

• On an average, how many days do each of my team members take to close a case?

• What Case, if resolved, will also resolve my dependent requests?

• What SRs escalate the Cases assigned to my team?

• What are the Cases (target) 'blocked by' this particular Case (source)?

• What are the cases that have no action taken since reopening?

• What are the cases that have not updated a case in the past 10 days? Who owns them?

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

• What is the delay in estimated completion dates?

• What other Cases are blocking this (source) Case?

• Which of my team's cases have been open for more than 15 days?