Channel Partner Portal Administrator
Code Name
ORA_ZPM_CHANNEL_PARTNER_PORTAL_ADMINISTRATOR_JOB
Duty Roles
This job role is related to the following duty roles:
Subject Areas
This job role secures access to the following subject areas:
Business Questions
This job role secures access to data that can answer the following business questions:
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What are the top 10 products associated to the Leads in the system?
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Are agents making themselves available for certain channels and not for others?
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How do interactions affect the progression of leads through the sales funnel?
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Do some SR categories imply higher difficulties (going by the actual time agents spend on such SRs)
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How is tag usage across agents and resource teams? Which teams perform better than others?
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How is survey request trending compared to SR resolutions during the same period?
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What are the top 10 open opportunities? What are the target close dates and revenues for these?
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How often are communications being transferred between agents?
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What product lines have a higher percentage of non-compliant SRs open?
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How actively (# of Activities) are the Sales reps engaged with customers?
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What are the contact - points (phone, email, address, etc.) of key contacts?
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Who are the Employees/Resource for the Deals that are submitted in the current month?
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What were the approved amounts vs the settled claim totals for the last 4 quarters?
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Who is the Primary Contact and Resource assigned for a given Lead?
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What is the quarterly revenue trend for a specific product/product group by partner?
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What is total number of Partners assigned to a specific classification for this period?
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Who all is part of the Partner Resource Team for a given Partner and what is their role?
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What are the Customers from this account, including all subsidiaries?
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How does orchestration impact lead conversion to opportunity quarter over quarter?
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How can I identify the missing activities that could be used to optimize and guide the reps better?
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Do specific team members excel in response times or quality of interactions?
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What are the most preferred communication channels for customer interactions?
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Are there seasonal trends or patterns in customer engagements?
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Do internal conversation message volumes and higher turnaround time of requests go together?
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To what extent has the number of customer coverages increased between two given dates?
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Was an SR sitting in a queue longer than the average time for all other SRs?
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Was the SR queue modified or SR resource owner modified at any point?
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Are there currently service requests that have missed the target milestone and require escalation?
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What is the prevalence of SR transfers for an agent/manager/group/product/location?
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What are the popular reasons for SRs to be transferred? Is there a pattern?
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What is the value trend of high value opportunities? Do they show a positive or negative trend?
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What are my web activities for the accounts and leads for a sales user's territory?
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How many Leads and Opportunities are Open for a given Customer in the Current quarter?
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What are the Deals submitted by the Partners in the current quarter with the Deal size?
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What was the currency conversion rate applied to a specific claim?
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What is the number of partners in a specific classification within a defined geographic region?
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What is the current distribution of active and inactive agents across queues?
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Which types of activities and interactions lead to the highest customer engagement?
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Are there specific interactions that coincide with higher campaign conversion rates?
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Are there specific types of interactions that contribute to lead generation?
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How is the sales team nurturing leads through various interactions?
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Which team members or sales representatives are most effective at managing leads?
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How does my team perform in meeting first response milestones versus resolution milestones?
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How does response differ for various service teams? Do some teams obtain better response rates?
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Is our resolution performance for escalated issues worse or better than non escalated issues?
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How did the Opportunity revenue amount change over time? (or any other Opportunity attributes)
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Who are the top competitors and what is the revenue exposure to them?
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How is the percentage of compliant SRs trending month over month, quarter over quarter?
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What are the activities that are synched from Eloqua into CX Sales?
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Do customers contact us more often to solve issues or to seek answers to questions?
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What are my most active accounts? Who owns them and where are these located?
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How is the Deal Amount split between the products associated to the Deal Registration Lines?
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Do forecasts rely on revenues from a few customers? What is the dependency profile?
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What forecasts have changed over time and are impacting my total quarterly revenue?
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Are the Approved Claims fully allocated or are the Channel partners not spending to approval?
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How do wins and losses trend quarterly for a specific product line?
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How can I analyze the impact of orchestration in closing opportunities and revenue generation?
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How do customer interactions correlate with the success of marketing campaigns?
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How long, on average, does it take to close an opportunity from the initial interaction?
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How can we optimize the sales process based on interaction insights?
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Are there areas where team members require additional training for more effective interactions?
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What are the most popular channels used for internal conversations?
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How does the aging profile of SRs look like? Are there any outliers calling for intervention?
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Are survey requests being sent per plan across teams, service categories, products, account regions?
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What is the overall satisfaction levels of our customers with regards to issue resolutions?
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What are the response scores for customer where we have not met SLA's?
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Which of our product lines most frequently receive suggestions for product improvements?
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What are the partner I have from this Partner, including all subsidiaries?
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On which sales accounts is a given sales representative a member of the account team?
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How often are my agents able to resolve issues using a low cost channel like chat?
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What percent of communications are resolved the first time? What is the most commonly used channel?
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What is the average length of time of an interaction, by agent and channel?
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How many were compliant and non-compliant when I, as an agent review my own completed work orders?
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Is the Service organization effectively handling new emails in the appropriate timeframe?
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What are our issue resolution rates for low and high cost channels?
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How many new contacts are created in the system in the current month?
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Who are all the contacts for key customers and what are their roles?
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What are all the Opportunities created as a result of Deal closure by a particular resource/team?
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Are the Leads supporting products that appeal to certain customers by size of company?
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Are there any opportunities to cross-sell/up-sell to help me meet/exceed my quota?
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What are the top ten products by revenue during the past quarter/year?
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What products are often lost to key competitors? Is there a pattern?
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What are the responses for different Opportunity for an Assessment submitted?
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What are the sources of the Leads created in the current quarter?
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Which team members or sales representatives are most active in terms of interactions?
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Are there any bottlenecks or inefficiencies in our activity management processes?
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Which sales team members are most effective in managing opportunities?
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Are my team resources optimally deployed across service queues to maximize productivity?
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Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
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What is the opportunity information captured in the note to an opportunity?
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What are the SIC codes associated with a Partner, and with all associated Partners?
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How is each member on the team performing on deal size, account coverage, and win rate?
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Against how many Opportunities, were the Quotes submitted in this month?
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Who has submitted the highest number of Quotes in the current month?
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What are all the Territories assigned to Resources/Employees?
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Are we keeping the number of non-compliant SRs in check for our most valuable customers?
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What are my interactions for leads generated and synched from Eloqua to CX Sales?
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What are the associated activities related to my upcoming appointment and task?
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How can I identify neglected but strategic accounts to guide my team to focus on these?
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How often do communications cross channels to get to resolution?
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Across what channels do such non-SR interactions most often occur?
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For given set of Customers, what percentage of my revenue is exposed to competition?
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Who are the Resources assigned to the Leads created in any given time period?
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How many outstanding claims in the current sales period assigned to a given Channel user?
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What is the open/closed revenue for each of the product groups in the selected geography?
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What are the open Opportunities associated to a given Partner?
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What is the number of leads by partners for a specific product group?
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What is the distribution of Partner Opportunities by sales stages?
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How many Enrollments are going o expire in the next quarter?
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How many Programs are owned by the team with their expiration date?
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What are the total number of Relationships for a given Account?
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What are the target v/s actual number of the split objectives?
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How to gauge the pending effort required to progress the opportunity?
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How does orchestration impact the time spent in various opportunity sales stages?
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Which types of Lead or Opportunity orchestration Step-Activities are reps skipping the most?
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Are certain channels more effective in generating positive customer responses?
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Which interactions have the highest impact on closing opportunities successfully?
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What types of interactions lead to higher engagement and response rates?
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Are our processes inefficient or preventing agents from meeting milestones?
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As an agent am I spreading myself too thin by being part of one too many SR teams?
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How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
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How many social posts came from known versus unknown contacts?
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What are the top stalled opportunities and who are the sales reps working on these?
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What Resources will not be able to meet the Quotas in the current quarter?
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Which Territories have exceeded their Quotes in the current Quarter?
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How often do communications cross channels before they are resolved?
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How many interactions, on average, does it require to resolve an issue?
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What is the current count of inbound email requests by status and mailbox?
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What percentage of service requests involve at least one interaction?
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For a given service queue, how many agents are available to take chats?
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What is the additional information updated in the Notes for a Contact?
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What are all the contacts created in the system by Geography?
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What is the additional information updated in the Notes for a Customer?
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What are the top 10 products for all the Deals submitted in the current quarter?
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Are revenues getting closed in line with their forecast figures? To what extent do they deviate?
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Are too many deals being pushed out to the subsequent fiscal quarters?
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Was an MDF claim rejected? What was the reason the claim was rejected?
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What is the revenue lost to competition for a specific product/product group?
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How many Leads were rejected in the last quarter and what were the reason for those?
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Which Sales Campaign resulted in the highest number of Qualified Leads in the last quarter?
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What is the number of Partner Contacts that are also resources and users?
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What Partners are assigned to specific geographic territories?
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Gain insights into why some opportunities are won while others are lost based on interactions
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How long was an SR unassigned and how long did it sit in each queue?
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How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
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What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
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How are SR transfers contributing to overall latency/resolution delays?
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Do we need to adjust our survey template to improve response rates?
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Do one or more of the agents in my team need training to improve customer communication skills?
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What is the average time the Opportunity is in a particular sales stage?
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Is the sales team converting leads to opportunities fast enough?
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What are the most likely reasons that the Opportunities are lost against our key competitors?
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What are the user preferences for the Users created in the system?
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What are the number of interactions by channel, agent, and time period?
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How many touch points have there been for a certain account or prospect?
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What are the follow-up tasks I need to do on a particular customer?
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How many contacts were not favored with a positive outcome with a given agent?
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What are the total number of Contact Relationships between two Contact?
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What are the top ten accounts by revenue in the last quarter?
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What are the names of the customers that a Sales team owns? Who are the key contacts?
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What are the top 10 Deals created in the current quarter by their Deal size?
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Does the forecast versus pipeline trend show a healthy picture?
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Is there a team or group who are over or underperforming vs forecast?
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What forecasts have seen changes in the quantities ordered vs the quantities planned?
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Who approved an MDF claim? What are the start and end dates of that claim?
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Who are the top Sales representatives by their Lead conversion ratio?
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What are the top ten Partners by Revenue during the past quarter/year?
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What are the Partners created in the system for a given time period?
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How many Enrollments were created/submitted/expired/terminated in the last month?
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What are the objectives that have not met the target value set?
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What are all the Leads/Contacts (Campaign Members) associated to the Campaign?
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Are internal conversations taking place across high cost channels?
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Which types of Lead orchestration steps are reps skipping the most?
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Which types of Opportunity orchestration steps are reps skipping the most?
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How to compare the performance of Opportunity Orchestrations?
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Which lead interactions are most successful in moving leads toward conversion?
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How do interactions correlate with the progression of sales opportunities?
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Which interactions are most influential in advancing opportunities through the sales pipeline?
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What interaction patterns indicate healthy or at-risk opportunities?
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How can we analyze the sales cycle length based on interactions and help shorten the sales cycle?
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Do certain interaction patterns correlate with more accurate forecasts?
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Are there action plans tracking late to an overall target completion date?
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Are we seeing an issue regarding compliance rates with certain tags?
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What are the total number of Relationships between two Partners?
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Who are the Partner resources in the system and which Partner Organization they belong to?
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What are the sales accounts that a given Sales representative owns?
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What channels are the most effective for resolving issues with a single interaction?
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Are agents prematurely updating SRs as Resolved to make their numbers look better?
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Who are the Primary owners of the Contacts for contacts created in the last quarter?
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What are my best performing product lines by customer geographies?
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What is the relative mix of forecast revenues by the various sales channels in a specific territory?
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What are the Opportunity Revenue line details contributing the most to the Forecast?
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What are the historical monthly trend of closed revenue by current territories?