Help Desk - Internal Service Requests Real Time

Description

Use this subject area to build compelling analyses for your HR help desk managers and agents to review critical HR service requests, their severities and statuses. Uncover bottlenecks to speedy resolution of service requests by alerting to long wait times or agent/queue assignment delays Monitor help desk service performance levels to ensure they align with organizational goals. Build reports that measure and analyze service request throughput such as submissions, updates, resolutions, transfers and reopens. Help your business gain the needed insight to better manage and course correct exceptions before they snowball into issues.

Business Questions

This subject area can answer the following business questions:

• What are the Internal SRs waiting on my customers?

• How are we doing on Internal SR resolution times between current and past months? What are the reasons for any degradations?

• What is the prevalence of SR transfers for an agent/manager/group/product/location?

• What are the popular reasons for SRs to be transferred? Is there a pattern?

• What is the status of our aging SRs? Are there any outliers that require intervention?

• Who are my agents that have the most pending Internal SRs?

• How many Internal SRs are unassigned for more than a day? Who are the impacted customers? How of many of these are critical?

• What are the open critical Internal SRs that my team is working on currently? How many of these are escalated?

• How are SR transfers contributing to overall latency/resolution delays?

• How many Internal SRs have been waiting on my agents action for more than 24 hours? Which of these are critical or escalated?

• What is the reopen rate for Internal SRs owned by my team? Who has the highest reopen rate? Is there a training issue?

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

NA

Time Reporting

This subject area reports historical data.

Time dimension is linked to Help Desk - Internal Service Requests Real Time."Internal Service Request Secondary Dates"."Open Date" or Help Desk - Internal Service Requests Real Time."Internal Service Request Secondary Dates"."Close Date" or Help Desk - Internal Service Requests Real Time."Internal Service Request Secondary Dates"."Resolution Date" depending on metric used with the date.

Transactional Grain

Internal Service Request

Special Considerations

1. Metrics to measure SR queue/ resource assignment times such as 'Total Time to Assign to Resource(Days)', consider initial assignment only. If the most recent assignment needs to be considered,, use 'Last Queue Assigned Date/Last Resource Assigned Date' attribute to create custom metrics. 2. 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 4. Execute Full Load/Incremental Load of HCM Person Mapping Data for Reporting