Next Gen HR Help Desk Manager Transaction Analysis Duty
Code Name
FBI_HR_HELP_DESK_MANAGER_NG_TRANSACTION_ANALYSIS_DUTY
Job Roles
This duty role is related to the following job roles:
Subject Areas
This duty role secures access to the following subject areas:
Business Questions
This duty 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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As an agent am I spreading myself too thin by being part of one too many HR Help Desk Request teams?
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What are the top/bottom 10 Smarttexts used during the last week/month/quarter?
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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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Do internal conversation message volumes and higher turnaround time of requests go together?
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What is the current distribution of active and inactive agents across queues?
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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 many action plans are open and how long have they been open?
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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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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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Are we responding to help desk request messages in a timely manner?
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Which SmartTexts were not used in the last month/quarter/year?
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What is the incidence of agents linking knowledge articles to Help Desk Requests?
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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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Are there action plans tracking late to an overall target completion date?
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Are internal conversations taking place across high cost channels?