Help Desk - HR Service Request Tags Real Time

Description

Tags help in identifying Requests with similar characteristics. A tag based analysis of Requests yields valuable insights into support health across the employee organization. Service quality and performance can be measured for Requests with specific tags to spot exceptions, anomalies, trends and patterns. Once the problem is identified, corrective action can be initiated. As an example, if help desk agents use the tag "harass" to identify requests pertaining to employee harassment issues,analyses can be created to identify where these are more prevalent to spot recurrences, if any.

Business Questions

This subject area can answer the following business questions:

• How is tag usage across agents and resource teams? Which teams perform better than others?

• How many open Requests are linked to each tag?

• What characteristics do groupings of Requests based on specific tags (e.g., tag = 'harass') exhibit?

• Do Requests with specific tags (e.g., tags pertaining to benefits issues) show higher resolution times?

• Are we seeing an issue regarding compliance rates with certain tags?

Job Roles

No applicable job roles

Duty Roles

No applicable duty roles

Primary Navigation

Navigator > Help Desk > Help Desk Requests

Time Reporting

This subject area reports historical data.

Time dimension is linked to HR Help Desk Request Open Date: Help Desk - HR Service Request Tags Real Time.Time.Date .

Transactional Grain

HR Help Desk Request and Tag

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 3. Reporting Hierarchy Generation