Help Desk - Internal Help Desk Request Milestones Real Time

Description

n/a

Business Questions

This subject area can answer the following business questions:

• Are our processes inefficient or preventing agents from meeting milestones?

• Are there currently service requests that have missed the target milestone and require escalation?

• How does my team perform in meeting first response milestones versus resolution milestones?

• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?

• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?

• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?

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

Not applicable.

Time Reporting

This subject area reports historical data.

Time dimension is linked to "Help Desk - Internal Help Desk Request Milestones Real Time"."Time"."Date".

Transactional Grain

This subject area returns data at the grain of Internal Help Desk Request and Coverage Template.

Special Considerations

Run the following scheduled processes as needed for initial data load and subsequent refreshes:

1. Monitor Service Request Milestones

2. Refresh Service Categories for Reporting

3. Refresh Denormalized Product Catalog Table for BI

4. Reporting Hierarchy Generation