Service - CRM Service Requests Real Time

Description

Use this subject area to build compelling analyses for your service managers and agents to review critical service requests, their severities and statuses. Uncover bottlenecks to speedy resolution of service requests by alerting to long wait times or agent/queue assignment delays. Monitor service performance levels to ensure they align with organizational goals. Build reports that measure and analyze service request throughput such as submissions, updates, resolutions, transfers and reopens. Help your business gain the needed insight to better manage and course correct exceptions before they snowball into issues. For your asset based service requests, you can have visibility into service performance such as incidence and type of issues, the assets in question and efficiencies of resolution at specific sites associated with the service profiles.

Business Questions

This subject area can answer the following business questions:

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

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

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

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

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

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

• What are the popular reasons for SRs to be transferred? Is there a pattern?

• What is the prevalence of SR transfers for an agent/manager/group/product/location?

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

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

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

Time Reporting

This subject area reports historical data.

Time dimension is linked to "Service - CRM Service Requests Real Time"."Service Request Secondary Dates"."Open Date" or "Service - CRM Service Requests Real Time"."Service Request Secondary Dates"."Close Date" or "Service - CRM Service Requests Real Time"."Service Request Secondary Dates"."Resolution Date" depending on metric used with the date.

Transactional Grain

This subject area returns data at the grain of Service Request.

Special Considerations

1. 'Metrics to measure SR queue/ resource assignment times such as 'Total Time to Assign to Resource(Days)', consider initial assignment only. If the most recent assignment needs to be considered, use 'Last Queue Assigned Date/Last Resource Assigned Date' attribute to create custom metrics.'

2. Run the following scheduled processes as needed for initial data load and subsequent refreshes:

1. Refresh Service Categories for Reporting

2. Refresh Denormalized Product Catalog Table for BI

3. Reporting Hierarchy Generation