Next Gen HR Help Desk Agent Transaction Analysis Duty

Code Name

FBI_HR_HELP_DESK_AGENT_NG_TRANSACTION_ANALYSIS_DUTY

Job Roles

This duty role is related to the following job roles:

• Next Gen Human Resource Help Desk Agent

Subject Areas

This duty role secures access to the following subject areas:

• CRM/Help Desk - Omnichannel Queue Resource Availability Real Time

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

• Help Desk - HR Help Desk Queue Resources Real Time

• Help Desk - HR Help Desk Request Milestones Real Time

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

• Help Desk - HR Service Request Conversation Messages Real Time

• Help Desk - HR Service Request Lifecycle

• Help Desk - HR Service Request Messages Real Time

• Help Desk - HR Service Request Relationships Real Time

• Help Desk - HR Service Request Resource Real Time

• Help Desk - HR Service Request Summary

• Help Desk - HR Service Request Tags Real Time

• Help Desk - HR 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?

• Are internal conversations taking place across high cost channels?

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

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

• Are there action plans tracking late to an overall target completion date?

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

• Are we keeping the number of non-compliant Help Desk Requests in check for those with Affected Parties?

• Are we responding to help desk request messages in a timely manner?

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

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

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

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

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

• Did the SR get assigned to the wrong queue/team?

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

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

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

• Do some SR categories imply higher difficulties (going by the actual time agents spend on such SRs)?

• 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?

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

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

• How are SR transfers contributing to overall latency/resolution delays?

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

• How are we doing on HR SR resolution times between current and past months? What are the reasons for any degradation?

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

• How is tag usage across agents and resource teams? Which teams perform better than others?

• How long did it take to assign the SR to the correct queue?

• How long was an SR unassigned and how long did it sit in each queue?

• How many HR SRs are unassigned for more than a day? Who are the impacted customers? How of many of these are raised as critical?

• How many HR SRs have been waiting on my agents for more than 24 hours? Which of these are critical or escalated?

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

• How many Requests are blocked by a specific HR Help Desk Request?

• How many action plans are open and how long have they been open?

• How many open Requests are linked to each tag?

• 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?

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

• 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, body, sender and recipient details for a focused set of requests

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

• Was the SR queue modified or SR resource owner modified at any point?

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

• Was the assigned agent overloaded with other work?

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

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

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

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

• What Smart texts have not been used even once?

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

• What are the HR SRs that are waiting on my customers?

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

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

• What are the open critical HR SRs that my team is working on currently? How many of these are escalated?

• What are the popular reasons for SRs to be transferred? Is there a pattern?

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

• What characteristics do groupings of Requests based on specific tags (e.g., tag = 'harass') exhibit?

• What does the aging profile of HR SRs look like? Are there any outliers calling for intervention?

• What employee organization files the most requests with affected parties? Which one has the most open, the highest resolution times?

• What is the breakdown of open action plans by category?

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

• What is the delay in estimated completion dates?

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

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

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

• What is the prevalence of SR transfers for an agent/manager/group/product/location?

• What is the reopen rate for HR SRs owned by my team? Who has the most reopen rates? Is there a training issue?

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

• When was the last, a SmartText was used?

• Where are the outliers when it comes to compliance?

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

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

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

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