Help Desk - HR Service Request Resource Real Time

Description

Used to analyze and report on all the resources, and resource roles on an HR Help Desk Request. Employee dimension in this subject area refers to both primary and non-primary resources, unlike other subject areas where employee refers to only primary resource. This subject area can be combined with any other subject area that has HR Help Desk Request dimension, when results are required at the level of an HR Help Desk Request. For cross-subject-area queries, include at least one metric from each subject area.

Business Questions

This subject area can answer the following business questions:

• As an agent am I spreading myself too thin by being part of one too many HR Help Desk Request teams?

• What is the incidence of participation of my resource team in HR Help Desk Requests over a period? How many open Requests are they a part of, presently?

• By being part of the HR Help Desk Request team, how many Request resolutions has my resource team been able to influence during the past period?

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

Time Reporting

This subject area doesn't report historical data.

This subject area has no anchoring date.

Transactional Grain

HR Help Desk Request and Resource

Special Considerations

Run the following scheduled processes as needed for initial data load and subsequent refreshes: 1. Reporting Hierarchy Generation