Help Desk - HR Help Desk Queue Resources Real Time

Description

Use this subject area to understand resource staffing of queues such as whether they are properly balanced and with the proper resources. To understand queue resource deployment across requests and their categories, products and other key entities, perform a cross join with the "Help Desk - Internal Service Requests Real Time" subject area. Managers can understand whether team resources are optimally staffed across help desk queues to maximize productivity. Visibility into team members deployed as resources in various queues and the associated open help desk requests aids in making informed load balancing decisions.

Business Questions

This subject area can answer the following business questions:

• Are my team resources optimally deployed across service queues to maximize productivity?

• Can the variation in Help Desk Request resolution times between team members be attributable to sub-optimal queue assignments?

• Is there scope for a better resource load balance keeping in consideration the Help Desk Request throughput across queues?

Job Roles

The following job roles secure access to this subject area:

• Next Gen Human Resource Help Desk Administrator

• Next Gen Human Resource Help Desk Agent

• Next Gen Human Resource Help Desk Manager

Duty Roles

The following duty roles secure access to this subject area:

• 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

Primary Navigation

Navigator > Help Desk > Help Desk Requests

Time Reporting

This subject area reports historical data.

This subject area has no anchoring date.

Transactional Grain

Service Queue and Resource

Special Considerations

Run the following scheduled processes as needed for initial data load and subsequent refreshes: 1. Refresh the Business Intelligence Queue Resources Table 2. Reporting Hierarchy Generation