Help Desk - Internal Service Request Messages Real Time

Description

This subject area can be used to build analyses that lets you understand Internal 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:

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

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

• 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?

Job Roles

The following job roles secure access to this subject area:

• Internal Help Desk Administrator

• Internal Help Desk Agent

• Internal Help Desk Manager

Duty Roles

The following duty roles secure access to this subject area:

• Internal Help Desk Administrator Transaction Analysis Duty

• Internal Help Desk Agent Transaction Analysis Duty

• Internal Help Desk Manager Transaction Analysis Duty

Primary Navigation

Navigator > Help Desk > Help Desk Requests > All Open Internal Help Desk Requests > Messages

Time Reporting

This subject area reports historical data.

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

Transactional Grain

Internal Service Request Message

Special Considerations

None.