Help Desk - HR Service Request Messages Real Time

Description

This subject area can be used to build analyses that lets you understand HR Help Desk Request message traffic patterns, channel usages, message processing statuses, message types, message origins, and assignments. You can also track specific message types such as Customer Entry and Response to ensure timely response in cases of critical and long pending employee issues.

Business Questions

This subject area can answer the following business questions:

• Do we see a pattern in the average number of messages per closed Help Desk request going up in recent months? What factors are contributing to this surge?

• What are the help desk requests that are waiting for an agent response?

• Do we see any patterns in message traffic and resolution times?

• Are we responding to help desk request messages in a timely manner?

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 > All HR Help Desk Requests > Messages

Time Reporting

This subject area reports historical data.

Time dimension is linked to Help Desk - HR Service Request Messages Real Time."HR Service Request Message"."Last Update Date".

Transactional Grain

HR Service Request Message

Special Considerations

None.