Help Desk - HR Service Request Conversation Messages Real Time

Description

Help Desk agents have internal conversations with other agents and subject matter experts during the course of resolution of an employee issue. Analyses built using this subject area help users understand the extent of collaboration happening by way of such conversations, leading to further analyses such as: Do they exhibit a pattern? Are our agents overly reliant on subject matter experts? If so, is there scope for their own skill upgrade/training? Visibility to message details can help agents follow up on message recipients for pending responses. Analyses of conversation metrics provided out of the box in context of entities such as employee orgs, help desk request categories, business units and products yield powerful insights to help managers during staffing and resource deployments.

Business Questions

This subject area can answer the following business questions:

• Do internal conversation message volumes and higher turnaround time of requests go together?

• What are the most popular channels used for internal conversations?

• Show me a list of open escalated requests with a count of incoming and outbound conversation messages and the last conversation message dates

• Show me all the conversation messages together with the conversation message subject, body, sender and recipient details for a focused set of requests

• Are internal conversations taking place across high cost channels?

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.

Time dimension is linked to Conversation Message Sent Date Help Desk - HR Service Request Conversation Messages Real Time.Time.Date.

Transactional Grain

HR Help Desk Request Message Recipient

Special Considerations

Run the following scheduled processes as needed for initial data load and subsequent refreshes: 1. Refresh Service Categories for Reporting 2. Refresh Denormalized Product Catalog Table for BI