Service - CRM Service Queue Resources Real Time

Description

Use this subject area to understand resource staffing of queues such as whether they are properly balanced and with the proper resources. When used in conjunction with "Service - CRM Service Requests Real Time," one can perform analyses with respect to specific SRs and related attributes such as category and product. Managers understand whether team resources are optimally deployed across service queues to maximize productivity. Visibility into team members deployed as resources in various queues and the associated open SRs aids in making informed load balancing decisions.

Business Questions

This subject area can answer the following business questions:

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

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

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

Job Roles

The following job roles secure access to this subject area:

• Channel Account Manager

• Channel Administrator

• Channel Operations Manager

• Channel Partner Manager

• Channel Partner Portal Administrator

• Channel Sales Director

• Channel Sales Manager

• Customer Relationship Management Application Administrator

• Customer Service Manager

• Customer Service Representative

• Human Resource Help Desk Administrator

• Human Resource Help Desk Agent

• Human Resource Help Desk Manager

• Partner Administrator

• Partner Sales Manager

• Partner Sales Representative

• Sales Administrator

• Sales Manager

• Sales Representative

• Sales Restricted User

• Sales VP

Duty Roles

The following duty roles secure access to this subject area:

• HR Help Desk Administrator Transaction Analysis Duty

• HR Help Desk Agent Transaction Analysis Duty

• HR Help Desk Manager Transaction Analysis Duty

• Partner Channel Administrative Transaction Analysis Duty

• Partner Channel Transaction Analysis Duty

• Partner Org Transaction Analysis Duty

• Sales Administrative Transaction Analysis Duty

• Sales Executive Transaction Analysis Duty

• Sales Managerial Transaction Analysis Duty

• Sales Transaction Analysis Duty

• Service Administrative Transaction Analysis Duty

• Service Managerial Transaction Analysis Duty

• Service Transaction Analysis Duty

Primary Navigation

Navigator > Service > Queues

Time Reporting

This subject area doesn't report historical data.

This subject area has no anchoring date.

Transactional Grain

Service Queue and Resource

Special Considerations

Run the following scheduled processes as needed for initial data load and subsequent refreshes: 1. Refresh the Business Intelligence Queue Resources Table 2. Reporting Hierarchy Generation