Human Resource Help Desk Agent
Code Name
ORA_SVC_HUMAN_RESOURCE_HELP_DESK_AGENT_JOB
Duty Roles
This job role is related to the following duty roles:
Subject Areas
This job role secures access to the following subject areas:
Business Questions
This job role secures access to data that can answer the following business questions:
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Are agents making themselves available for certain channels and not for others?
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How often are communications being transferred between agents?
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What product lines have a higher percentage of non-compliant SRs open?
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How do interactions affect the progression of leads through the sales funnel?
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Do some SR categories imply higher difficulties (going by the actual time agents spend on such SRs)
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How is tag usage across agents and resource teams? Which teams perform better than others?
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What is the prevalence of SR transfers for an agent/manager/group/product/location?
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What are the popular reasons for SRs to be transferred? Is there a pattern?
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How can I identify the missing activities that could be used to optimize and guide the reps better?
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Do specific team members excel in response times or quality of interactions?
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What are the most preferred communication channels for customer interactions?
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Are there seasonal trends or patterns in customer engagements?
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Was an SR sitting in a queue longer than the average time for all other SRs?
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Was the SR queue modified or SR resource owner modified at any point?
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Are there currently service requests that have missed the target milestone and require escalation?
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What is the current distribution of active and inactive agents across queues?
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Do customers contact us more often to solve issues or to seek answers to questions?
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How is the percentage of compliant SRs trending month over month, quarter over quarter?
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Which types of activities and interactions lead to the highest customer engagement?
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Are there specific interactions that coincide with higher campaign conversion rates?
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Are there specific types of interactions that contribute to lead generation?
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How is the sales team nurturing leads through various interactions?
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Which team members or sales representatives are most effective at managing leads?
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How does my team perform in meeting first response milestones versus resolution milestones?
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Is our resolution performance for escalated issues worse or better than non escalated issues?
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What are our issue resolution rates for low and high cost channels?
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How often are my agents able to resolve issues using a low cost channel like chat?
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What percent of communications are resolved the first time? What is the most commonly used channel?
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What is the average length of time of an interaction, by agent and channel?
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How do customer interactions correlate with the success of marketing campaigns?
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How long, on average, does it take to close an opportunity from the initial interaction?
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How can we optimize the sales process based on interaction insights?
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Are there areas where team members require additional training for more effective interactions?
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How does the aging profile of SRs look like? Are there any outliers calling for intervention?
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What is the overall satisfaction levels of our customers with regards to issue resolutions?
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What are the response scores for customer where we have not met SLA's?
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Which of our product lines most frequently receive suggestions for product improvements?
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What does the aging profile of HR SRs look like? Are there any outliers calling for intervention?
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How can I identify neglected but strategic accounts to guide my team to focus on these?
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How often do communications cross channels to get to resolution?
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Across what channels do such non-SR interactions most often occur?
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Are we keeping the number of non-compliant SRs in check for our most valuable customers?
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Which team members or sales representatives are most active in terms of interactions?
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Are there any bottlenecks or inefficiencies in our activity management processes?
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Which sales team members are most effective in managing opportunities?
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Are my team resources optimally deployed across service queues to maximize productivity?
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Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
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What percentage of service requests involve at least one interaction?
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How often do communications cross channels before they are resolved?
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How many interactions, on average, does it require to resolve an issue?
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For a given service queue, how many agents are available to take chats?
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Which types of Lead or Opportunity orchestration Step-Activities are reps skipping the most?
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Are certain channels more effective in generating positive customer responses?
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Which interactions have the highest impact on closing opportunities successfully?
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What types of interactions lead to higher engagement and response rates?
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Are our processes inefficient or preventing agents from meeting milestones?
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As an agent am I spreading myself too thin by being part of one too many SR teams?
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How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
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How are SR transfers contributing to overall latency/resolution delays?
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What are the number of interactions by channel, agent, and time period?
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Gain insights into why some opportunities are won while others are lost based on interactions
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How long was an SR unassigned and how long did it sit in each queue?
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How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
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What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
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Do one or more of the agents in my team need training to improve customer communication skills?
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What channels are the most effective for resolving issues with a single interaction?
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Are agents prematurely updating SRs as Resolved to make their numbers look better?
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Which lead interactions are most successful in moving leads toward conversion?
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How do interactions correlate with the progression of sales opportunities?
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Which interactions are most influential in advancing opportunities through the sales pipeline?
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What interaction patterns indicate healthy or at-risk opportunities?
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How can we analyze the sales cycle length based on interactions and help shorten the sales cycle?
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Do certain interaction patterns correlate with more accurate forecasts?
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Are we seeing an issue regarding compliance rates with certain tags?