Internal Help Desk Agent Transaction Analysis Duty

Code Name

FBI_INTERNAL_HELP_DESK_AGENT_TRANSACTION_ANALYSIS_DUTY

Job Roles

This duty role is related to the following job roles:

• Internal Help Desk Agent

Subject Areas

This duty role secures access to the following subject areas:

• CRM/Help Desk - Omni Channel Events Real Time

• CRM/Help Desk - Omni Channel Queue Resource Availability Real Time

• CRM/Help Desk - Service Request SmartText Usages Real Time

• Help Desk - Internal Help Desk Queue Resources Real Time

• Help Desk - Internal Service Request Action Plan Actions Real Time

• Help Desk - Internal Service Request Conversation Messages Real Time

• Help Desk - Internal Service Request Messages Real Time

• Help Desk - Internal Service Request Relationships Real Time

• Help Desk - Internal Service Request Resource Real Time

• Help Desk - Internal Service Request Summary

• Help Desk - Internal Service Requests Lifecycle

• Help Desk - Internal Service Requests Real Time

Business Questions

This duty role secures access to data that can answer the following business questions:

• Are agents making themselves available for certain channels and not for others?

• What are the Internal SRs waiting on my customers?

• What are the top/bottom 10 Smarttexts used during the last week/month/quarter?

• What Internal Help Desk request, if resolved, will also resolve my dependent requests?

• Who are the agents available to take up requests and what is their current workload (number of chats they are presently handling)?

• Was the assigned agent overloaded with other work?

• 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?

• When was the last, a SmartText was used?

• Do internal conversation message volumes and higher turnaround time of requests go together?

• What is the current distribution of active and inactive agents across queues?

• Was an Help Desk request sitting in a queue longer than the average time for all other SRs?

• How many Private vs Public SmartTexts are used by Customer Service representatives in Service Requests?

• What is the impact of linking knowledge articles to Help Desk Requests? Has it led to reduced Request resolution times and reopenings?

• How long is it taking for offers to be made to agents?

• How are agents handling various work types, for example, are some agents declining incoming billing issues?

• What is the incidence of participation of my resource team in Internal Help Desk Requests over a period? How many open Requests are they a part of, presently?

• What are the help desk requests that are waiting for an agent response?

• Do we see any patterns in message traffic and resolution times?

• What Smarttexts have not been used even once?

• What are the most popular channels used for internal conversations?

• Show me a list of open escalated requests with a count of incoming and outbound conversation messages and the last conversation message dates

• Show me all the conversation messages together with the conversation message subject and body and the sender and recipient details for a focused set of requests

• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?

• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?

• As an agent am I spreading myself too thin by being part of one too many Internal Help Desk Request teams?

• How long was an Help Desk request unassigned and how long did it sit in each queue?

• Was the Help Desk request queue modified or the Help Desk request resource owner modified at any point?

• Do some Help Desk request categories imply higher difficulties (going by the actual time agents spend on such Help Desk requests)?

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

• How many Requests are blocked by this open Internal HelpD esk Request?

• Are we seeing an increasing trend of blocking issues limiting speedy resolution of Internal Help Desk Requests?

• Are my team resources optimally deployed across service queues to maximize productivity?

• What Request categories have a higher percentage of non-compliant Help Desk Requests open?

• How long did it take to assign the Help Desk request to the correct queue?

• Was there a lot of time spent waiting on customers to respond to more information, documents, and so on?

• Was the assigned agent overloaded with other work (based on the average number of Help desk Requests assigned to the agent)?

• Which SmartTexts were not used in the last month/quarter/year?

• What are the Cases (target) 'blocked by' this particular Request (source)?

• Can the variation in Help Desk Request resolution times between team members be attributable to sub-optimal queue assignments?

• Where are the outliers when it comes to compliance?

• What is the incidence of agents linking knowledge articles to Help Desk Requests?

• What are the rates for agents declining work offers?

• For a given service queue, how many agents are available to take chats?

• 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?

• What other Internal Help Desk Requests are blocking this (source) Request?

• Is there scope for a better resource load balance keeping in consideration the Help Desk Request throughput across queues?

• What are the average handle times?

• By being part of the Internal Help Desk Request team, how many Request resolutions has my resource team been able to influence during the past period?

• Do we see a pattern in the average number of messages per closed Help Desk Request going up in recent months? What factors are contributing to this surge?

• Did the Help Desk request get assigned to the wrong queue/team?

• Did the Help Desk request have more than one issue that needed to be resolved (perhaps serially or requiring parallel efforts by multiple resources)?

• 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?

• What Internal Help Desk Requests escalate the Requests assigned to my team?

• Are internal conversations taking place across high cost channels?