Help Desk - Internal 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 "network" to identify requests pertaining to network issues, analyses can be created to identify the originating areas for speedier triage and responses.

Business Questions

This subject area can answer the following business questions:

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

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

• 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 = 'network') exhibit?

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

Time Reporting

This subject area reports historical data.

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

Transactional Grain

This subject area returns data at the grain of Internal Service 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