Sales Restricted User

Code Name

ORA_ZBS_SALES_RESTRICTED_USER_JOB

Duty Roles

This job role is related to the following duty roles:

• Marketing Lead Transaction Analysis Duty

• Sales Campaign Transaction Analysis Duty

• Sales Managerial Transaction Analysis Duty

Subject Areas

This job role secures access to the following subject areas:

• CRM - CRM Activities with Related Activities

• CRM - CRM Activity Contact Real Time

• CRM - CRM Activity Objective Real Time

• CRM - CRM Activity Real Time

• CRM - CRM Activity Resource Real Time

• CRM - CRM Interaction Activity Real Time

• CRM - CRM Interaction Aggregate

• CRM - CRM Interaction Lead Real Time

• CRM - CRM Interaction Opportunity Real Time

• CRM - CRM Interaction Service Requests Real Time

• CRM - CRM Interactions Real Time

• CRM - CRM Service Request Summary

• CRM - CRM Work Orders Real Time

• CRM - Marketing Web Activities

• 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

• Marketing - CRM Leads

• Marketing - CRM Leads and Opportunities Real Time

• Partners - CRM Partner Territory

• Sales - CRM Account Relationship

• Sales - CRM All Contact Contact Point

• Sales - CRM All Contacts Addresses

• Sales - CRM Asset

• Sales - CRM Asset Contact

• Sales - CRM Asset Resource

• Sales - CRM Business Plan Objective Split

• Sales - CRM Campaign Members

• Sales - CRM Campaign Opportunity

• Sales - CRM Contact Note

• Sales - CRM Contact Relationship

• Sales - CRM Contact Resource

• Sales - CRM Contacts

• Sales - CRM Customer Classification

• Sales - CRM Customer Note

• Sales - CRM Customer Overview

• Sales - CRM Customers

• Sales - CRM Customers and Contacts Real Time

• Sales - CRM Deal Registration

• Sales - CRM Deal Registration Product

• Sales - CRM Forecasting

• Sales - CRM Forecasting and Pipeline Revenue Real Time

• Sales - CRM Historical Forecasting

• Sales - CRM Historical Pipeline

• Sales - CRM Lead Assessments

• Sales - CRM Lead Contact

• Sales - CRM Lead Product

• Sales - CRM Lead Resource

• Sales - CRM Lead Territory

• Sales - CRM MDF Budget

• Sales - CRM MDF Claim

• Sales - CRM MDF Claim Settlement

• Sales - CRM MDF Request

• Sales - CRM Opportunities and Products Real Time

• Sales - CRM Opportunity Assessments

• Sales - CRM Opportunity Campaign

• Sales - CRM Opportunity Contact

• Sales - CRM Opportunity Note

• Sales - CRM Opportunity Partner

• Sales - CRM Opportunity Resource

• Sales - CRM Opportunity Sales Stage Snapshot

• Sales - CRM Opportunity Territory

• Sales - CRM Partner Relationship

• Sales - CRM Pipeline

• Sales - CRM Primary Contact Addresses

• Sales - CRM Primary Contact Contact Point

• Sales - CRM Quota Management

• Sales - CRM Quote Lines

• Sales - CRM Quotes

• Sales - CRM Resource

• Sales - CRM Resource Territory

• Sales - CRM Sales Account Assessments

• Sales - CRM Sales Account Resource

• Sales - CRM Sales Account Territory

• Sales - CRM Territory Resource

• Sales - Resource Sales Forecast

• Sales - Resource Sales Quota

• Service - CRM Customer Coverage Real Time

• Service - CRM Service Queue Resources Real Time

• Service - CRM Service Request Action Plan Actions Real Time

• Service - CRM Service Request Conversation Messages Real Time

• Service - CRM Service Request Lifecycle

• Service - CRM Service Request Messages Real Time

• Service - CRM Service Request Milestones Real Time

• Service - CRM Service Request Resource Real Time

• Service - CRM Service Request Tags Real Time

• Service - CRM Service Requests Real Time

• Service - CRM Survey Requests Real Time

Business Questions

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

• What are the top 10 products associated to the Leads in the system?

• How many Leads are part of the Campaign?

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

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

• How can I analyze the impact of orchestraton in my teams's opportunity closing and revenue generation?

• How do interactions affect the progression of leads through the sales funnel?

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

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

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

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

• How is survey request trending compared to SR resolutions during the same period?

• Are survey request frequencies meeting our norms?

• What are the top 10 open opportunities? What are the target close dates and revenues for these?

• What are the complete set of addresses for a primary contact to ensure I send a communication out to only one address for the contact, and do not send duplicate communications out to other addresses for the same primary contact?

• How is the QoQ trend of the Customer Satisfaction? (by comparing the same assessments submitted by Partner) for different Quarters?

• What are the customer open/closed revenues and activities for all accounts in my resource team's territory hierarchy?

• Are the Sales reps paying enough attention to the territories that they are a part of? What are their customer activity levels?

• How often are communications being transferred between agents?

• What product lines have a higher percentage of non-compliant SRs open?

• How do the number of activities in a region and their average SR resolution rates by quarter compare?

• What is the interactions activity level across channels and agents? How do they compare across time periods?

• How actively (# of Activities) are the Sales reps engaged with customers?

• What regions are my customers clustered in?

• What are the contact - points (phone, email, address, etc.) of key contacts?

• Who are the Employees/Resource for the Deals that are submitted in the current month?

• How do opportunities evolve over weeks/months in relation to sales stage, revenue amount, products, and territories?

• What are the opportunities that have undergone revenue changes - either upward or downward? Which team members own these opportunities?

• What are the responses for different Leads for an Assessment submitted e.g. Lead Qualification Assessment?

• Who all are the Contacts associated to the Lead?

• What were the approved amounts vs the settled claim totals for the last 4 quarters?

• What are the Leads created by a Sales Rep/Sales Manager's team in the Current Quarter and what are their statuses?

• Who is the Primary Contact and Resource assigned for a given Lead?

• Does this account have subsidiaries?

• What are the Customers from this account, including all subsidiaries?

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

• When was the last, a SmartText was used?

• How does orchestration impact lead conversion to opportunity quarter over quarter?

• How can I identify the missing activities that could be used to optimize and guide the reps better?

• Do specific team members excel in response times or quality of interactions?

• What are the most preferred communication channels for customer interactions?

• Are there seasonal trends or patterns in customer engagements?

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

• To what extent has the number of customer coverages increased between two given dates?

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

• What is the delay in estimated completion dates?

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

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

• Was the assigned agent overloaded with other work?

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

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

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

• How are we doing on SR resolution times between current and past months? What is the reason for degradation, if any?

• 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?

• How did the Opportunity evolve over time?

• What is the value trend of high value opportunities? Do they show a positive or negative trend?

• What is the Territory Quota vs/ Actual?

• How is the Quota attainment rate for the sales team?

• What is my recurring and non-recurring revenue at the quote line item and number of quotes and quote line items?

• What are my web activities for the accounts and leads for a sales user's territory?

• How many customer interactions happen without an SR?

• How many interactions does it take before an SR is resolved? How does this vary across product lines and service categories?

• How many interactions does it take on average to resolve an issue? What is the average interaction duration - by team, agent, and channel?

• How many Leads and Opportunities are Open for a given Customer in the Current quarter?

• Who are my teams top Customers?

• What are the Deals submitted by the Partners in the current quarter with the Deal size?

• What are the Products associated with the Deals?

• How many Leads are open for a given Product?

• What was the currency conversion rate applied to a specific claim?

• How many Leads are associated for a given Opportunity?

• What is the complete set of addresses for the primary contact and non-primary contacts of an account to ensure I send a communication out to only one address per contact, and do not send duplicate communications to other addresses for the same contact?

• What are the Assets that are expiring in the next quarter?

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

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

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

• How effective are our customer engagement strategies?

• Which types of activities and interactions lead to the highest customer engagement?

• Are there specific interactions that coincide with higher campaign conversion rates?

• Are there specific types of interactions that contribute to lead generation?

• How is the sales team nurturing leads through various interactions?

• Which team members or sales representatives are most effective at managing leads?

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

• Are we responding to customer messages in a timely manner?

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

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

• How does response differ for various service teams? Do some teams obtain better response rates?

• How many Resources are assigned to an Opportunity?

• How did the Opportunity revenue amount change over time? (or any other Opportunity attributes)

• What are all the Territories assigned to Opportunities?

• What is the buying trend of our biggest customers?

• Who are the top competitors and what is the revenue exposure to them?

• What are all addresses associated with the primary contact for accounts I'm the owner of or on the sales team?

• What is the contact point information of the primary contact for accounts where I'm the owner or on the sales team?

• What is the Hire date of the resources in an Organization?

• What are the responses by different Accounts/Customers for an Assessment submitted e.g. Customer Satisfaction?

• What are the Accounts under the sales team, by territory?

• Do the sales territories need rebalancing?

• How is the percentage of compliant SRs trending month over month, quarter over quarter?

• What are the activities that are synched from Eloqua into CX Sales?

• How many distinct customer contacts does an agent interact with through a given channel during a specific period?

• How many times has the customer communicated with the contact center on this particular service request and what channels did they use?

• Do customers contact us more often to solve issues or to seek answers to questions?

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

• How is the Revenue spread for a given Customer hierarchy?

• What are my most active accounts? Who owns them and where are these located?

• How is my Revenue distributed across Customer geographies?

• Who are the customers/contacts that I can potentially visit when I am planning my travel to Account Region 'X'?

• How is the Deal Amount split between the products associated to the Deal Registration Lines?

• Do forecasts rely on revenues from a few customers? What is the dependency profile?

• How to forecasts trend across periods?

• What forecasts have changed over time and are impacting my total quarterly revenue?

• What is the channel performance vs channel forecast?

• Are the Approved Claims fully allocated or are the Channel partners not spending to approval?

• How do wins and losses trend quarterly for a specific product line?

• How many Contacts are assigned to an Opportunity?

• Who are all the Contacts assigned to Opportunities?

• What are all addresses of the primary contact and non-primary contacts for all active opportunities in the current quarter?

• How are the business plan objectives split?

• How many Leads do not have Contact?

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

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

• What Smarttexts have not been used even once?

• How can I analyze the impact of orchestration in closing opportunities and revenue generation?

• How do customer interactions correlate with the success of marketing campaigns?

• How long, on average, does it take to close an opportunity from the initial interaction?

• How can we optimize the sales process based on interaction insights?

• Are there areas where team members require additional training for more effective interactions?

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

• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?

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

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

• Are survey requests being sent per plan across teams, service categories, products, account regions?

• Does this Partner have subsidiaries?

• What are the partner I have from this Partner, including all subsidiaries?

• How many new Resources are created in the current quarter?

• How is my team doing in terms of task completions? (requires cross subject area join with Sales - CRM Sales Activity)

• On which sales accounts is a given sales representative a member of the account team?

• Who are the resources assigned for a particular territory?

• How often are my agents able to resolve issues using a low cost channel like chat?

• What percent of communications are resolved the first time? What is the most commonly used channel?

• What is the average length of time of an interaction, by agent and channel?

• How many were compliant and non-compliant when I, as an agent review my own completed work orders?

• What web activities are associated with leads, contacts, customers, campaigns, and the signed-in sales user resource hierarchy?

• 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?

• What is the association between my appointments or tasks and their related call reports or follow-up activities for an opportunity?

• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent and overdue tasks for this period?

• What managers have teams averaging the most activities?

• What are our issue resolution rates for low and high cost channels?

• How many new contacts are created in the system in the current month?

• Who are the 'new' customers, created in the past 6 months?

• Who are all the contacts for key customers and what are their roles?

• What are all the Opportunities created as a result of Deal closure by a particular resource/team?

• Are the Leads supporting products that appeal to certain customers by size of company?

• Are there any opportunities to cross-sell/up-sell to help me meet/exceed my quota?

• What are the top ten products by revenue during the past quarter/year?

• What products are often lost to key competitors? Is there a pattern?

• What are the responses for different Opportunity for an Assessment submitted?

• What are all the Campaigns assigned to an Opportunity?

• What are the sources of the Leads created in the current quarter?

• What are the Leads that are converted into Opportunities?

• What is the complete set of contact points for the primary contact and non-primary contacts of an account? Am I sending out duplicate communications?

• What is the QoQ growth for Assets by Products?

• Who are all the resources assigned to the Assets?

• How to compare the performance of Lead Orchestrations?

• Which team members or sales representatives are most active in terms of interactions?

• Are there any bottlenecks or inefficiencies in our activity management processes?

• Which sales team members are most effective in managing opportunities?

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

• What are our most commonly used channels for messaging by product, service category, and location? Is the channel usage of high cost channels very high?

• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factors are contributing to this surge, if any?

• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?

• How many open SRs are linked to each tag?

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

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

• Does the survey request activity show a declining trend?

• What is the opportunity information captured in the note to an opportunity?

• Who are all the Resources assigned to Opportunities?

• What are the SIC codes associated with a Partner, and with all associated Partners?

• Are there any up sell/cross sell opportunities?

• How is each member on the team performing on deal size, account coverage, and win rate?

• Is overall pipeline healthy enough to meet sales goals?

• What is the contact point information of the primary contact for all active opportunities in the current quarter?

• What are the details on my quotes such as, quote number, quote amount, status, and proposal documents?

• Against how many Opportunities, were the Quotes submitted in this month?

• What is the total Quotes revenue for the current month?

• How many times a Quote is revised before it gets approved?

• Who has submitted the highest number of Quotes in the current month?

• What are all the Territories assigned to Resources/Employees?

• Are we keeping the number of non-compliant SRs in check for our most valuable customers?

• What are my interactions for leads generated and synched from Eloqua to CX Sales?

• What are the associated activities related to my upcoming appointment and task?

• What is the maximum number of distinct contacts that is involved with an SR before it is closed? Does this vary by SR category, product, and agent?

• How can I identify neglected but strategic accounts to guide my team to focus on these?

• What are the activity levels in specific regions?

• How often do communications cross channels to get to resolution?

• Across what channels do such non-SR interactions most often occur?

• On an average, how many interactions has it taken to resolve critical issues during the past month? How does that compare with previous months?

• Does this Contact have subsidiaries?

• For given set of Customers, what percentage of my revenue is exposed to competition?

• Who manages my top accounts?

• What are Sales Representatives forecast and closed revenues for the quarter? How do they compare against the Quota?

• Do Forecast rely on Revenue from few Products?

• Who are the Resources assigned to the Leads created in any given time period?

• What are the Leads assigned to me/my team member?

• How many territories is the Lead part of?

• How many outstanding claims in the current sales period assigned to a given Channel user?

• What are total number of Claims in the current quarter?

• Are the MDF claims paid promptly? How many days on average between a claim request vs claim approval?

• What is the open/closed revenue for each of the product groups in the selected geography?

• How many Leads are unassigned in the system?

• How many Opportunities were created from a given Lead?

• What are the total number of Relationships for a given Account?

• What is the primary contact and non-primary contact pointe for all active opportunities in the current quarter?

• What are all addresses of the primary contact and non-primary contacts for accounts where I'm the owner or on the sales team?

• How many Assets are created in a particular time period?

• What are the target v/s actual number of the split objectives?

• How many responses received for a given campaign?

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

• How to gauge the pending effort required to progress the opportunity?

• How does orchestration impact the time spent in various opportunity sales stages?

• Which types of Lead or Opportunity orchestration Step-Activities are reps skipping the most?

• Are certain channels more effective in generating positive customer responses?

• Which interactions have the highest impact on closing opportunities successfully?

• What types of interactions lead to higher engagement and response rates?

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

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

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

• As an agent am I spreading myself too thin by being part of one too many SR teams?

• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?

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

• Does seasonality impact response rates?

• Are the sales reps moving their opportunities fast enough?

• What are the top stalled opportunities and who are the sales reps working on these?

• What Resources will not be able to meet the Quotas in the current quarter?

• Which Territories have exceeded their Quotes in the current Quarter?

• How often do communications cross channels before they are resolved?

• How many interactions, on average, does it require to resolve an issue?

• Where are the outliers when it comes to compliance?

• How many are non-compliant, expected non-compliant, and expected compliant during my review of open work orders?

• What are the rates for agents declining work offers?

• Who has completed the most activity objectives?

• I need some of my team members to focus on the expected surge in support calls for the new product being introduced next quarter. Who should I recruit for this initiative, based on their activity levels?

• How are the individuals on my team doing as far as completing tasks on SRs with milestone due dates this week?

• Is my team following the norm that an SR must be opened (or updated) for every customer communication?

• What percentage of service requests involve at least one interaction?

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

• What is the Campaign ROI (return on investment)?

• What is the additional information updated in the Notes for a Contact?

• What are all the contacts created in the system by Geography?

• How are the customers classified?

• What is the additional information updated in the Notes for a Customer?

• What are the top 10 products for all the Deals submitted in the current quarter?

• Are revenues getting closed in line with their forecast figures? To what extent do they deviate?

• What were the forecast revenues for the same period, last year? How did it compare with closed revenues?

• Are too many deals being pushed out to the subsequent fiscal quarters?

• How many Leads is a Contact associated to?

• What are my claimed vs unclaimed MDF totals?

• Was an MDF claim rejected? What was the reason the claim was rejected?

• What is the revenue lost to competition for a specific product/product group?

• How many Leads are converted in the current quarter?

• How many Leads were rejected in the last quarter and what were the reason for those?

• Which Sales Campaign resulted in the highest number of Qualified Leads in the last quarter?

• What Partners are assigned to specific geographic territories?

• How many Territories is a Partner part of?

• What are the top 10 Products by Asset count?

• Who are all the Contacts assigned to the Assets?

• How to analyze and proactively identify representatives facing issues that cause them to struggle to complete the sales objectives?

• Does the forecast versus pipeline trend show a healthy picture?

• Gain insights into why some opportunities are won while others are lost based on interactions

• 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 often am I meeting milestone targets for my SRs? Which milestones do I miss most often?

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

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

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

• Do we need to adjust our survey template to improve response rates?

• What is the average time the Opportunity is in a particular sales stage?

• How many Territories are assigned to an Opportunity?

• Is the sales team converting leads to opportunities fast enough?

• What are the most likely reasons that the Opportunities are lost against our key competitors?

• What are all addresses associated with the primary contact for all active opportunities in the current quarter?

• What are the Quotas assigned to the team and the Actuals?

• What quotes are associated with my opportunities, what are the quoteline items, and the associated products?

• What are the user preferences for the Users created in the system?

• How many territories are assigned to a Resource/Employee?

• What are the sales accounts owned by the Sales team?

• Are there preferred channels that customers use to contact us for specific service issue categories and product areas?

• What are the number of interactions by channel, agent, and time period?

• How frequently do agents link articles to SRs?

• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SR reopenings ?

• How many work orders are non-compliant, expected to be non-compliant and expected to be compliant when I, as an agent review my own open work orders?

• How many touch points have there been for a certain account or prospect?

• What are the average handle times?

• What are the follow-up tasks I need to do on a particular customer?

• How many contacts were not favored with a positive outcome with a given agent?

• What are the activity objectives for the current period?

• How many Opportunities associated to a Campaign?

• What are the total number of Contact Relationships between two Contact?

• What are the top ten accounts by revenue in the last quarter?

• What are the names of the customers that a Sales team owns? Who are the key contacts?

• What are the top 10 Deals created in the current quarter by their Deal size?

• Is there a team or group who are over or underperforming vs forecast?

• What forecasts have seen changes in the quantities ordered vs the quantities planned?

• How are product revenues trending month over month?

• What are the higher value deals that have been moved out?

• Who approved an MDF claim? What are the start and end dates of that claim?

• What are all the Opportunities resulted from a Campaign?

• Who are the top Sales representatives by their Lead conversion ratio?

• What is the contact point information of the primary contact and non-primary contacts for accounts where I'm the owner or on the sales team?

• What are the objectives that have not met the target value set?

• What are all the Leads/Contacts (Campaign Members) associated to the Campaign?

• Are internal conversations taking place across high cost channels?

• Which types of Lead orchestration steps are reps skipping the most?

• Which types of Opportunity orchestration steps are reps skipping the most?

• How to compare the performance of Opportunity Orchestrations?

• How do forecasts trend across periods?

• How does my forecast and pipeline compare to my quota?

• How have interactions evolved over a period?

• Which lead interactions are most successful in moving leads toward conversion?

• How do interactions correlate with the progression of sales opportunities?

• Which interactions are most influential in advancing opportunities through the sales pipeline?

• What interaction patterns indicate healthy or at-risk opportunities?

• How can we analyze the sales cycle length based on interactions and help shorten the sales cycle?

• Do certain interaction patterns correlate with more accurate forecasts?

• How many new coverages begin in the ensuing month?

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

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

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

• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?

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

• How many Partners are assigned to an Opportunity?

• Who are all the Partners assigned to Opportunities?

• What are the total number of Relationships between two Partners?

• What is the complete set of contact points for a primary contact to ensure I send a communication out to only one contact point, and do not send duplicate communications to the same primary contact?

• Who are the Partner resources in the system and which Partner Organization they belong to?

• What are the sales accounts that a given Sales representative owns?

• Are there any workload balancing issues on my team? Are a few members performing most of the activities?

• What channels are the most effective for resolving issues with a single interaction?

• Are agents prematurely updating SRs as Resolved to make their numbers look better?

• What are the Resources are associated to this contact?

• Who are the Primary owners of the Contacts for contacts created in the last quarter?

• What are my best performing product lines by customer geographies?

• What is the relative mix of forecast revenues by the various sales channels in a specific territory?

• What are the Opportunity Revenue line details contributing the most to the Forecast?

• What are the historical monthly trend of closed revenue by current territories?

• Are the Leads associated with certain products?

• What are all the Territories the Lead is part of?