Internal Help Desk Administrator
Code Name
ORA_SVC_INTERNAL_HELP_DESK_ADMINISTRATOR_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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What are the top/bottom 10 Smarttexts used during the last week/month/quarter?
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What Internal Help Desk request, if resolved, will also resolve my dependent requests?
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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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What is the status of our aging SRs? Are there any outliers that require intervention?
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Do internal conversation message volumes and higher turnaround time of requests go together?
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Which of my team's cases have been open for more than 15 days?
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What is the current distribution of active and inactive agents across queues?
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Was an Help Desk request sitting in a queue longer than the average time for all other SRs?
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What are the help desk requests that are waiting for an agent response?
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Do we see any patterns in message traffic and resolution times?
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What are the most popular channels used for internal conversations?
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Is the Service organization effectively handling new emails in the appropriate timeframe?
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How long was an Help Desk request unassigned and how long did it sit in each queue?
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How many Requests are blocked by this open Internal HelpD esk Request?
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Are my team resources optimally deployed across service queues to maximize productivity?
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What Request categories have a higher percentage of non-compliant Help Desk Requests open?
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How long did it take to assign the Help Desk request to the correct queue?
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Which SmartTexts were not used in the last month/quarter/year?
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What are the Cases (target) 'blocked by' this particular Request (source)?
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What is the incidence of agents linking knowledge articles to Help Desk Requests?
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What are the cases that have not updated a case in the past 10 days? Who owns them?
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What is the current count of inbound email requests by status and mailbox?
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For a given service queue, how many agents are available to take chats?
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How are SR transfers contributing to overall latency/resolution delays?
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What other Internal Help Desk Requests are blocking this (source) Request?
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What is the breakdown of open action plans by Action Plan Action Owner?
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What are the cases that have not been actioned since reopening?
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Did the Help Desk request get assigned to the wrong queue/team?
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What Internal Help Desk Requests escalate the Requests assigned to my team?
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Are internal conversations taking place across high cost channels?
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Are there action plans tracking late to an overall target completion date?
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On an average, how many days do each of my team members take to close a case?