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 our processes inefficient or preventing agents from meeting milestones?

• 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?

• 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?

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

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

This subject area returns data at the grain of 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