Service - CRM Service Request Milestones Real Time

Description

Provides the ability to report on the performance of each service agent, and the means to resolve SRs and meet stated targets. A milestone is a specific target set for the resolution of the SR. The information provided in this subject area allows service managers to identify efficient agents, coach, and measure under-performance within the team. It also allows agents to effectively monitor personal performance to meet the milestone targets. Like most others, this is a real-time subject area, allowing up to the moment reporting on SR performance to milestone targets.

Business Questions

This subject area can answer the following business questions:

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

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

• 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?

• 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?

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 > Service Requests > Service Request Details > Milestone Details

Time Reporting

This subject area reports historical data.

Time dimension is linked to Service - CRM Service Request Milestones Real Time."Time"."Date" (Note: This is the Service Request Open Date)..

Transactional Grain

Service Request and Coverage Template

Special Considerations

Run the following scheduled processes as needed for initial data load and subsequent refreshes: 1. Monitor Service Request Milestones 2. Refresh Service Categories for Reporting. 3. Refresh Denormalized Product Catalog Table for BI. 4. Reporting Hierarchy Generation