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Oracle Engagement CloudSubject Areas for TransactionalBusiness Intelligence in Engagement
19A
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence in Engagement
Release 19A
Part Number: F11317-01
Copyright © 2018, Oracle and/or its affiliates. All rights reserved
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Contents
Preface .................................................................................................................. i
1 Introduction 1Subject Areas: Overview ............................................................................................................................................ 1
2 Subject Areas 3Overview .................................................................................................................................................................... 3
CRM - CRM Activity Contact Real Time .................................................................................................................... 3
CRM - CRM Activity Objective Real Time .................................................................................................................. 5
CRM - CRM Activity Real Time .................................................................................................................................. 7
CRM - CRM Activity Resource Real Time .................................................................................................................. 9
CRM - CRM Interaction Aggregate .......................................................................................................................... 11
CRM - CRM Interaction Service Requests Real Time ............................................................................................... 13
CRM - CRM Interactions Real Time ......................................................................................................................... 15
CRM - CRM Omni Channel Events Real Time ......................................................................................................... 17
CRM - CRM Service Request Summary .................................................................................................................. 19
CRM - CRM Work Orders Real Time ....................................................................................................................... 21
Sales - CRM Resource System Usage ..................................................................................................................... 23
Service - CRM Customer Coverage Real Time ........................................................................................................ 24
Service - CRM Inbound Messages Real Time .......................................................................................................... 26
Service - CRM Service Queue Resources Real Time ............................................................................................... 28
Service - CRM Service Request Action Plan Actions Real Time ............................................................................... 30
Service - CRM Service Request Messages Real Time .............................................................................................. 31
Service - CRM Service Request Milestones Real Time ............................................................................................. 34
Service - CRM Service Request Resource Real Time ............................................................................................... 36
Service - CRM Service Request Tags Real Time ...................................................................................................... 38
Service - CRM Service Requests Real Time ............................................................................................................. 40
Service - CRM Social Post Real Time ...................................................................................................................... 42
User System Usage ................................................................................................................................................. 43
3 Business Questions 47Overview .................................................................................................................................................................. 47
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
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? ................................................................................................................................. 47
How many contacts were not favored with a positive outcome with a given agent? ................................................. 48
How many distinct customer contacts does an agent interact with through a given channel during a specific period? .. 50
What are the activity objectives for the current period? ............................................................................................ 51
What are the latest revisions to activity objectives? .................................................................................................. 52
Who has completed the most activity objectives? .................................................................................................... 53
Are there any workload balancing issues in my team, with a few members performing most of the activities? ............ 55
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? ..................................................... 56
As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overdue tasks for
this period? .............................................................................................................................................................. 58
How are the individuals on my team performing with regards to completion of their planned tasks on SRs with milestone
due dates this week? ............................................................................................................................................... 59
How can I identify neglected but strategic accounts to guide my team to focus on these? ....................................... 61
What are the activity levels in specific regions? ........................................................................................................ 62
What managers have teams averaging the most activities? ...................................................................................... 64
How do the number of activities in a region and their average SR resolution rates by quarter compare? ................... 65
How often do communications cross channels to get to resolution? ........................................................................ 66
How many customer interactions happen without an SR? ....................................................................................... 68
Across what channels do such non-SR interactions most often occur? ................................................................... 69
Is my team following the norm that an SR must be opened (or updated) for every customer communication? ........... 70
How many times has the customer communicated with the contact center on this particular service request and what
channels did they use? ............................................................................................................................................ 71
What percentage of service requests involve at least one interaction? ...................................................................... 73
How many interactions does it take before an SR is resolved? How does this vary across product lines and service
categories? ............................................................................................................................................................... 74
On an average, how many interactions has it taken to resolve critical issues during the past month? How does that compare
with previous months? ............................................................................................................................................. 75
What is the interactions activity level across channels and agents? How do they compare across time periods? ..... 77
How many interactions does it take on average to resolve an issue? What is the average interaction duration - by team,
agent, and channel? ................................................................................................................................................ 78
Do customers contact us more often to solve issues or to seek answers to questions? ........................................... 79
What channels are the most effective for resolving issues with a single interaction? .................................................. 81
What are our issue resolution rates for low and high cost channels? ........................................................................ 82
Are agents prematurely updating SRs as Resolved to make their numbers look better? ........................................... 83
How often are my agents able to resolve issues using a low cost channel like chat? ................................................ 84
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
How many interactions are being lost/abandoned? How does this compare with previous periods? ......................... 86
As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates? ............. 87
What are the rates for agents declining work offers? ............................................................................................... 88
Are there currently work requests that have a long acceptance time? What are the agent utilization rates? ............... 90
What are the average handle times? ........................................................................................................................ 91
How long is it taking for offers to be made to agents? ............................................................................................ 93
How often do communications cross channels before they are resolved? ................................................................ 94
What percent of communications are resolved the first time? What is the most commonly used channel? ................ 95
Are there preferred channels that customers use to contact us for specific service issue categories and product areas?
.................................................................................................................................................................................. 97
What are the number of interactions by channel, agent, and time period? ............................................................... 98
How often are communications being transferred between agents? ....................................................................... 100
How many interactions, on average, does it require to resolve an issue? ............................................................... 101
What is the average length of time of an interaction, by agent and channel? .......................................................... 103
What product lines have a higher percentage of non-compliant SRs open? ........................................................... 104
How is the percentage of compliant SRs trending month over month, quarter over quarter? .................................. 106
Where are the outliers when it comes to compliance? ........................................................................................... 107
Are we keeping the number of non-compliant SRs in check for our most valuable customers? ............................... 108
How frequently do agents link articles to SRs? ...................................................................................................... 110
What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SR reopenings ?
................................................................................................................................................................................ 111
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? .............................................................................................................. 113
How many were compliant and non-compliant when I, as an agent review my own completed work orders? .......... 114
How many are non-compliant, expected non-compliant, and expected compliant during my review of open work orders?
................................................................................................................................................................................ 115
How many showed up as compliant; how many were non-compliant during my review of completed work orders? .. 117
How many new coverages begin in the ensuing month? ....................................................................................... 118
To what extent has the number of customer coverages increased between two given dates? ................................ 119
Are we equipped to service the increase in coverages? ......................................................................................... 120
How many emails are we receiving over time? ....................................................................................................... 122
What is the current count of inbound email requests by status and mailbox? ......................................................... 123
How many messages resulted in new service request creation versus update to existing service request? .............. 124
How many emails came from known versus unknown contacts? ........................................................................... 125
Is the Service organization effectively handling new emails in the appropriate timeframe? ....................................... 126
Are my team resources optimally deployed across service queues to maximize productivity? ................................. 127
Is there scope for a better resource load balance keeping in consideration the SR throughput across queues? ....... 129
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Can the variation in SR resolution times between team members be attributable to sub-optimal queue assignments? . 130
Are there action plans tracking late to an overall target completion date? ............................................................... 132
What is the delay in estimated completion dates? ................................................................................................. 133
What is the breakdown of open action plans by category? .................................................................................... 134
How many action plans are open and how long have they been open? ................................................................. 136
Are we responding to customer messages in a timely manner? ............................................................................. 137
Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated
issues? ................................................................................................................................................................... 138
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? ................................................................................................................. 140
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? ........................................................................................................................... 141
How often am I meeting milestone targets for my SRs? Which milestones do I miss most often? ........................... 143
Are there currently service requests that have missed the target milestone and require escalation? ......................... 144
Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines? ........... 146
Are our processes inefficient or preventing agents from meeting milestones? ......................................................... 147
Is a particular target too aggressive? Who is best at achieving targets for a given category of service request? ....... 149
How does my team perform in meeting first response milestones versus resolution milestones? ............................. 150
What is the % of open SRs with milestones, that is, have at least one milestone? .................................................. 152
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? ......................................................................................................................................................... 153
By being part of the SR team, how many SR resolutions has my resource team been able to influence during the past
period? ................................................................................................................................................................... 154
As an agent am I spreading myself too thin by being part of one too many SR teams? .......................................... 156
What are the open critical SRs that my team is working on currently? How many of these are escalated? ............... 157
How are we doing on SR resolution times between current and past months? What is the reason for degradation, if any?
................................................................................................................................................................................ 159
What are the SRs that are waiting on my customers? ........................................................................................... 160
Who are my agents that have the most pending SRs? .......................................................................................... 161
How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical or escalated? .. 163
What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue? ..... 164
How does the aging profile of SRs look like? Are there any outliers calling for intervention? .................................... 166
How many SRs are unassigned for more than a day? Who are the impacted customers? How of many of these are raised
as critical? .............................................................................................................................................................. 167
How many social posts are we receiving over time? .............................................................................................. 169
What is the current count of inbound social requests by status and social channel? ............................................... 170
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
How many messages resulted in new service request creation versus how many messages resulted in an update to an
existing service request? ........................................................................................................................................ 171
How many social posts came from known versus unknown contacts? .................................................................. 172
Is the Service organization effectively handling new social service requests in the appropriate timeframe? ............... 173
What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit? ............................ 174
Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times? ...................................... 175
Are we seeing an issue regarding compliance rates with certain tags? ................................................................... 177
How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag? .............................. 178
How many open SRs are linked to each tag? ........................................................................................................ 179
How is tag usage across agents and resource teams? Which teams perform better than others? ........................... 181
Who are the top 10 active users of the system? .................................................................................................... 182
Who are the users who have not logged in the system in the last week? ............................................................... 183
Which department has the highest number of Active users? .................................................................................. 183
Users belonging to what job title are most active in the system? ........................................................................... 184
How is the user activity split across Channel (Web/Mobile/Mail)? ........................................................................... 185
Who are the top 10 active / bottom 10 inactive employees from a user adoption perspective? ............................... 185
How are the employees using the system based on Channel (Web/Mobile/Mail) .................................................... 186
How many days was a resource active by channel? .............................................................................................. 186
4 Job Roles 189Overview ................................................................................................................................................................. 189
Channel Account Manager ..................................................................................................................................... 189
Channel Administrator ............................................................................................................................................ 193
Channel Operations Manager ................................................................................................................................. 197
Channel Partner Manager ....................................................................................................................................... 202
Channel Partner Portal Administrator ...................................................................................................................... 206
Channel Sales Director ........................................................................................................................................... 210
Channel Sales Manager ......................................................................................................................................... 215
Customer Relationship Management Application Administrator .............................................................................. 219
Customer Service Manager .................................................................................................................................... 223
Customer Service Representative ........................................................................................................................... 228
Human Resource Help Desk Administrator ............................................................................................................ 232
Human Resource Help Desk Agent ........................................................................................................................ 234
Human Resource Help Desk Manager ................................................................................................................... 237
Not assinged to a job role ..................................................................................................................................... 240
Partner Administrator .............................................................................................................................................. 240
Partner Sales Manager ........................................................................................................................................... 245
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Partner Sales Representative .................................................................................................................................. 249
Sales Administrator ................................................................................................................................................ 253
Sales Lead Qualifier ................................................................................................................................................ 257
Sales Manager ....................................................................................................................................................... 258
Sales Representative .............................................................................................................................................. 262
Sales Restricted User ............................................................................................................................................. 266
Sales VP ................................................................................................................................................................ 270
5 Duty Roles 275Overview ................................................................................................................................................................. 275
HR Help Desk Administrator Transaction Analysis Duty .......................................................................................... 275
HR Help Desk Agent Transaction Analysis Duty ..................................................................................................... 277
HR Help Desk Manager Transaction Analysis Duty ................................................................................................ 280
Marketing Lead Transaction Analysis Duty ............................................................................................................. 283
Partner Channel Administrative Transaction Analysis Duty ...................................................................................... 284
Partner Channel Transaction Analysis Duty ............................................................................................................ 288
Partner Org Transaction Analysis Duty ................................................................................................................... 293
Sales Administrative Transaction Analysis Duty ...................................................................................................... 297
Sales Campaign Transaction Analysis Duty ............................................................................................................ 301
Sales Executive Transaction Analysis Duty ............................................................................................................. 302
Sales Managerial Transaction Analysis Duty ........................................................................................................... 306
Sales Transaction Analysis Duty ............................................................................................................................. 310
Service Administrative Transaction Analysis Duty ................................................................................................... 314
Service Managerial Transaction Analysis Duty ........................................................................................................ 318
Service Transaction Analysis Duty .......................................................................................................................... 323
User System Usage Transaction Analysis Duty ...................................................................................................... 327
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Preface
Preface
This preface introduces information sources that can help you use the application.
Using Oracle Applications
Using Applications HelpUse help icons
to access help in the application. If you don't see any help icons on your page, click your user image or name in the globalheader and select Show Help Icons. Not all pages have help icons. You can also access Oracle Applications Help.
Watch: This video tutorial shows you how to find help and use help features.
You can also read Using Applications Help.
Additional Resources• Community: Use Oracle Cloud Customer Connect to get information from experts at Oracle, the partner
community, and other users.
• Guides and Videos: Go to the Oracle Help Center to find guides and videos.
• Training: Take courses on Oracle Cloud from Oracle University.
ConventionsThe following table explains the text conventions used in this guide.
Convention Meaning
boldface Boldface type indicates user interface elements, navigationpaths, or values you enter or select.
monospace Monospace type indicates file, folder, and directory names,code examples, commands, and URLs.
> Greater than symbol separates elements in a navigationpath.
i
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Preface
Documentation Accessibility
For information about Oracle's commitment to accessibility, visit the Oracle Accessibility Program website.
Videos included in this guide are provided as a media alternative for text-based help topics also available in this guide.
Contacting Oracle
Access to Oracle SupportOracle customers that have purchased support have access to electronic support through My Oracle Support. Forinformation, visit My Oracle Support or visit Accessible Oracle Support if you are hearing impaired.
Comments and SuggestionsPlease give us feedback about Oracle Applications Help and guides! You can send an e-mail to:[email protected].
ii
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Contents
Preface .................................................................................................................. i
1 Introduction 1Subject Areas: Overview ............................................................................................................................................ 1
2 Subject Areas 3Overview .................................................................................................................................................................... 3
CRM - CRM Activity Contact Real Time .................................................................................................................... 3
CRM - CRM Activity Objective Real Time .................................................................................................................. 5
CRM - CRM Activity Real Time .................................................................................................................................. 7
CRM - CRM Activity Resource Real Time .................................................................................................................. 9
CRM - CRM Interaction Aggregate .......................................................................................................................... 11
CRM - CRM Interaction Service Requests Real Time ............................................................................................... 13
CRM - CRM Interactions Real Time ......................................................................................................................... 15
CRM - CRM Omni Channel Events Real Time ......................................................................................................... 17
CRM - CRM Service Request Summary .................................................................................................................. 19
CRM - CRM Work Orders Real Time ....................................................................................................................... 21
Sales - CRM Resource System Usage ..................................................................................................................... 23
Service - CRM Customer Coverage Real Time ........................................................................................................ 24
Service - CRM Inbound Messages Real Time .......................................................................................................... 26
Service - CRM Service Queue Resources Real Time ............................................................................................... 28
Service - CRM Service Request Action Plan Actions Real Time ............................................................................... 30
Service - CRM Service Request Messages Real Time .............................................................................................. 31
Service - CRM Service Request Milestones Real Time ............................................................................................. 34
Service - CRM Service Request Resource Real Time ............................................................................................... 36
Service - CRM Service Request Tags Real Time ...................................................................................................... 38
Service - CRM Service Requests Real Time ............................................................................................................. 40
Service - CRM Social Post Real Time ...................................................................................................................... 42
User System Usage ................................................................................................................................................. 43
3 Business Questions 47Overview .................................................................................................................................................................. 47
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
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? ................................................................................................................................. 47
How many contacts were not favored with a positive outcome with a given agent? ................................................. 48
How many distinct customer contacts does an agent interact with through a given channel during a specific period? .. 50
What are the activity objectives for the current period? ............................................................................................ 51
What are the latest revisions to activity objectives? .................................................................................................. 52
Who has completed the most activity objectives? .................................................................................................... 53
Are there any workload balancing issues in my team, with a few members performing most of the activities? ............ 55
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? ..................................................... 56
As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overdue tasks for
this period? .............................................................................................................................................................. 58
How are the individuals on my team performing with regards to completion of their planned tasks on SRs with milestone
due dates this week? ............................................................................................................................................... 59
How can I identify neglected but strategic accounts to guide my team to focus on these? ....................................... 61
What are the activity levels in specific regions? ........................................................................................................ 62
What managers have teams averaging the most activities? ...................................................................................... 64
How do the number of activities in a region and their average SR resolution rates by quarter compare? ................... 65
How often do communications cross channels to get to resolution? ........................................................................ 66
How many customer interactions happen without an SR? ....................................................................................... 68
Across what channels do such non-SR interactions most often occur? ................................................................... 69
Is my team following the norm that an SR must be opened (or updated) for every customer communication? ........... 70
How many times has the customer communicated with the contact center on this particular service request and what
channels did they use? ............................................................................................................................................ 71
What percentage of service requests involve at least one interaction? ...................................................................... 73
How many interactions does it take before an SR is resolved? How does this vary across product lines and service
categories? ............................................................................................................................................................... 74
On an average, how many interactions has it taken to resolve critical issues during the past month? How does that compare
with previous months? ............................................................................................................................................. 75
What is the interactions activity level across channels and agents? How do they compare across time periods? ..... 77
How many interactions does it take on average to resolve an issue? What is the average interaction duration - by team,
agent, and channel? ................................................................................................................................................ 78
Do customers contact us more often to solve issues or to seek answers to questions? ........................................... 79
What channels are the most effective for resolving issues with a single interaction? .................................................. 81
What are our issue resolution rates for low and high cost channels? ........................................................................ 82
Are agents prematurely updating SRs as Resolved to make their numbers look better? ........................................... 83
How often are my agents able to resolve issues using a low cost channel like chat? ................................................ 84
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
How many interactions are being lost/abandoned? How does this compare with previous periods? ......................... 86
As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates? ............. 87
What are the rates for agents declining work offers? ............................................................................................... 88
Are there currently work requests that have a long acceptance time? What are the agent utilization rates? ............... 90
What are the average handle times? ........................................................................................................................ 91
How long is it taking for offers to be made to agents? ............................................................................................ 93
How often do communications cross channels before they are resolved? ................................................................ 94
What percent of communications are resolved the first time? What is the most commonly used channel? ................ 95
Are there preferred channels that customers use to contact us for specific service issue categories and product areas?
.................................................................................................................................................................................. 97
What are the number of interactions by channel, agent, and time period? ............................................................... 98
How often are communications being transferred between agents? ....................................................................... 100
How many interactions, on average, does it require to resolve an issue? ............................................................... 101
What is the average length of time of an interaction, by agent and channel? .......................................................... 103
What product lines have a higher percentage of non-compliant SRs open? ........................................................... 104
How is the percentage of compliant SRs trending month over month, quarter over quarter? .................................. 106
Where are the outliers when it comes to compliance? ........................................................................................... 107
Are we keeping the number of non-compliant SRs in check for our most valuable customers? ............................... 108
How frequently do agents link articles to SRs? ...................................................................................................... 110
What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SR reopenings ?
................................................................................................................................................................................ 111
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? .............................................................................................................. 113
How many were compliant and non-compliant when I, as an agent review my own completed work orders? .......... 114
How many are non-compliant, expected non-compliant, and expected compliant during my review of open work orders?
................................................................................................................................................................................ 115
How many showed up as compliant; how many were non-compliant during my review of completed work orders? .. 117
How many new coverages begin in the ensuing month? ....................................................................................... 118
To what extent has the number of customer coverages increased between two given dates? ................................ 119
Are we equipped to service the increase in coverages? ......................................................................................... 120
How many emails are we receiving over time? ....................................................................................................... 122
What is the current count of inbound email requests by status and mailbox? ......................................................... 123
How many messages resulted in new service request creation versus update to existing service request? .............. 124
How many emails came from known versus unknown contacts? ........................................................................... 125
Is the Service organization effectively handling new emails in the appropriate timeframe? ....................................... 126
Are my team resources optimally deployed across service queues to maximize productivity? ................................. 127
Is there scope for a better resource load balance keeping in consideration the SR throughput across queues? ....... 129
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Can the variation in SR resolution times between team members be attributable to sub-optimal queue assignments? . 130
Are there action plans tracking late to an overall target completion date? ............................................................... 132
What is the delay in estimated completion dates? ................................................................................................. 133
What is the breakdown of open action plans by category? .................................................................................... 134
How many action plans are open and how long have they been open? ................................................................. 136
Are we responding to customer messages in a timely manner? ............................................................................. 137
Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated
issues? ................................................................................................................................................................... 138
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? ................................................................................................................. 140
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? ........................................................................................................................... 141
How often am I meeting milestone targets for my SRs? Which milestones do I miss most often? ........................... 143
Are there currently service requests that have missed the target milestone and require escalation? ......................... 144
Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines? ........... 146
Are our processes inefficient or preventing agents from meeting milestones? ......................................................... 147
Is a particular target too aggressive? Who is best at achieving targets for a given category of service request? ....... 149
How does my team perform in meeting first response milestones versus resolution milestones? ............................. 150
What is the % of open SRs with milestones, that is, have at least one milestone? .................................................. 152
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? ......................................................................................................................................................... 153
By being part of the SR team, how many SR resolutions has my resource team been able to influence during the past
period? ................................................................................................................................................................... 154
As an agent am I spreading myself too thin by being part of one too many SR teams? .......................................... 156
What are the open critical SRs that my team is working on currently? How many of these are escalated? ............... 157
How are we doing on SR resolution times between current and past months? What is the reason for degradation, if any?
................................................................................................................................................................................ 159
What are the SRs that are waiting on my customers? ........................................................................................... 160
Who are my agents that have the most pending SRs? .......................................................................................... 161
How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical or escalated? .. 163
What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue? ..... 164
How does the aging profile of SRs look like? Are there any outliers calling for intervention? .................................... 166
How many SRs are unassigned for more than a day? Who are the impacted customers? How of many of these are raised
as critical? .............................................................................................................................................................. 167
How many social posts are we receiving over time? .............................................................................................. 169
What is the current count of inbound social requests by status and social channel? ............................................... 170
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
How many messages resulted in new service request creation versus how many messages resulted in an update to an
existing service request? ........................................................................................................................................ 171
How many social posts came from known versus unknown contacts? .................................................................. 172
Is the Service organization effectively handling new social service requests in the appropriate timeframe? ............... 173
What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit? ............................ 174
Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times? ...................................... 175
Are we seeing an issue regarding compliance rates with certain tags? ................................................................... 177
How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag? .............................. 178
How many open SRs are linked to each tag? ........................................................................................................ 179
How is tag usage across agents and resource teams? Which teams perform better than others? ........................... 181
Who are the top 10 active users of the system? .................................................................................................... 182
Who are the users who have not logged in the system in the last week? ............................................................... 183
Which department has the highest number of Active users? .................................................................................. 183
Users belonging to what job title are most active in the system? ........................................................................... 184
How is the user activity split across Channel (Web/Mobile/Mail)? ........................................................................... 185
Who are the top 10 active / bottom 10 inactive employees from a user adoption perspective? ............................... 185
How are the employees using the system based on Channel (Web/Mobile/Mail) .................................................... 186
How many days was a resource active by channel? .............................................................................................. 186
4 Job Roles 189Overview ................................................................................................................................................................. 189
Channel Account Manager ..................................................................................................................................... 189
Channel Administrator ............................................................................................................................................ 193
Channel Operations Manager ................................................................................................................................. 197
Channel Partner Manager ....................................................................................................................................... 202
Channel Partner Portal Administrator ...................................................................................................................... 206
Channel Sales Director ........................................................................................................................................... 210
Channel Sales Manager ......................................................................................................................................... 215
Customer Relationship Management Application Administrator .............................................................................. 219
Customer Service Manager .................................................................................................................................... 223
Customer Service Representative ........................................................................................................................... 228
Human Resource Help Desk Administrator ............................................................................................................ 232
Human Resource Help Desk Agent ........................................................................................................................ 234
Human Resource Help Desk Manager ................................................................................................................... 237
Not assinged to a job role ..................................................................................................................................... 240
Partner Administrator .............................................................................................................................................. 240
Partner Sales Manager ........................................................................................................................................... 245
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Partner Sales Representative .................................................................................................................................. 249
Sales Administrator ................................................................................................................................................ 253
Sales Lead Qualifier ................................................................................................................................................ 257
Sales Manager ....................................................................................................................................................... 258
Sales Representative .............................................................................................................................................. 262
Sales Restricted User ............................................................................................................................................. 266
Sales VP ................................................................................................................................................................ 270
5 Duty Roles 275Overview ................................................................................................................................................................. 275
HR Help Desk Administrator Transaction Analysis Duty .......................................................................................... 275
HR Help Desk Agent Transaction Analysis Duty ..................................................................................................... 277
HR Help Desk Manager Transaction Analysis Duty ................................................................................................ 280
Marketing Lead Transaction Analysis Duty ............................................................................................................. 283
Partner Channel Administrative Transaction Analysis Duty ...................................................................................... 284
Partner Channel Transaction Analysis Duty ............................................................................................................ 288
Partner Org Transaction Analysis Duty ................................................................................................................... 293
Sales Administrative Transaction Analysis Duty ...................................................................................................... 297
Sales Campaign Transaction Analysis Duty ............................................................................................................ 301
Sales Executive Transaction Analysis Duty ............................................................................................................. 302
Sales Managerial Transaction Analysis Duty ........................................................................................................... 306
Sales Transaction Analysis Duty ............................................................................................................................. 310
Service Administrative Transaction Analysis Duty ................................................................................................... 314
Service Managerial Transaction Analysis Duty ........................................................................................................ 318
Service Transaction Analysis Duty .......................................................................................................................... 323
User System Usage Transaction Analysis Duty ...................................................................................................... 327
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Preface
Preface
This preface introduces information sources that can help you use the application.
Using Oracle Applications
Using Applications HelpUse help icons
to access help in the application. If you don't see any help icons on your page, click your user image or name in the globalheader and select Show Help Icons. Not all pages have help icons. You can also access Oracle Applications Help.
Watch: This video tutorial shows you how to find help and use help features.
You can also read Using Applications Help.
Additional Resources• Community: Use Oracle Cloud Customer Connect to get information from experts at Oracle, the partner
community, and other users.
• Guides and Videos: Go to the Oracle Help Center to find guides and videos.
• Training: Take courses on Oracle Cloud from Oracle University.
ConventionsThe following table explains the text conventions used in this guide.
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monospace Monospace type indicates file, folder, and directory names,code examples, commands, and URLs.
> Greater than symbol separates elements in a navigationpath.
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Preface
Documentation Accessibility
For information about Oracle's commitment to accessibility, visit the Oracle Accessibility Program website.
Videos included in this guide are provided as a media alternative for text-based help topics also available in this guide.
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Access to Oracle SupportOracle customers that have purchased support have access to electronic support through My Oracle Support. Forinformation, visit My Oracle Support or visit Accessible Oracle Support if you are hearing impaired.
Comments and SuggestionsPlease give us feedback about Oracle Applications Help and guides! You can send an e-mail to:[email protected].
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 1Introduction
1 Introduction
Subject Areas: Overview This guide contains information about Transactional Business Intelligence subject areas, their associated job and duty roles,and the business questions that they provide answers to. For your reference:
• Subject areas are the building blocks of your analytics and reports based upon them. Analytics are built by choosingan appropriate subject area that has information that answers the business question you’re analyzing. Technically,subject areas are a grouping of information pieces called data objects that relate to each other in a particularcontext.
• Job roles are associated with duty roles, and together control access to subject areas.
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 1Introduction
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Chapter 2Subject Areas
2 Subject Areas
Overview
This chapter provides information on the subject areas with data you maintain in Oracle Engagement Cloud. These subjectareas, with their corresponding data, are available for you to use when creating and editing analyses and reports. Theinformation for each subject area includes:
• Description of the subject area.
• Business questions that can be answered by data in the subject area, with a link to more detailed information abouteach business question.
• Job roles and duty roles that can be used to secure access to the subject area, with a link to more detailedinformation about each job role and duty role.
• Primary navigation to the work area that is represented by the subject area.
• Time reporting considerations in using the subject area, such as whether the subject area reports historical data oronly the current data. Historical reporting refers to reporting on historical transactional data in a subject area. With afew exceptions, all dimensional data are current as of the primary transaction dates or system date.
• The lowest grain of transactional data in a subject area. The lowest transactional data grain determines how data arejoined in a report.
• Special considerations, tips, and things to look out for in using the subject area to create analyses and reports.
CRM - CRM Activity Contact Real Time
Description
Use this subject area to analyze/report on all the contacts/contact roles on an activity. Contact dimension in this subjectarea refers to both primary and non-primary contacts, unlike other subject areas, where it refers to only primary contact.This subject area can be combined with any other subject area that has activity dimension, when results are needed at thelevel of an activity. For cross-subject-area queries, include at least one metric from each subject area and ensure that theDimensionality check box under the Advanced tab in reporting is selected.
Business Questions
This subject area can answer the following business questions:
• How many distinct customer contacts does an agent interact with through a given channel during a specificperiod?
• How many contacts were not favored with a positive outcome with a given agent?
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Chapter 2Subject Areas
• What is the maximum number of distinct contacts that is involved with an SR before it is closed? Does this varyby SR category, product, and agent?
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
• Partner Administrator
• Partner Sales Manager
• Partner Sales Representative
• Sales Administrator
• Sales Lead Qualifier
• Sales Manager
• Sales Representative
• Sales Restricted User
• Sales VP
Duty Roles
The following duty roles secure access to this subject area:
• Marketing Lead 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 Campaign Transaction Analysis Duty
• Sales Executive Transaction Analysis Duty
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Chapter 2Subject Areas
• Sales Managerial Transaction Analysis Duty
• Sales Transaction Analysis Duty
• Service Administrative Transaction Analysis Duty
• Service Managerial Transaction Analysis Duty
• Service Transaction Analysis Duty
Primary NavigationNavigator > Service > Activities
Time ReportingThis subject area doesn't report historical data.
This subject area has no anchoring date.
Transactional Grain
Activity and Contact
Special Considerations
This subject area is an alias of Sales CRM Activity Contact.
CRM - CRM Activity Objective Real Time
Description
Use ths subject area to analyze/report on all the objectives defined on an activity. This subject area can be combined withany other subject area that has activity dimension, when results are needed at the level of an activity. For cross-subject-areaqueries, include at least one metric from each subject area and ensure that the Dimensionality check box under the Advancedtab in reporting is selected.
Business Questions
This subject area can answer the following business questions:
• What are the activity objectives for the current period?
• What are the latest revisions to activity objectives?
• Who has completed the most activity objectives?
Job Roles
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Chapter 2Subject Areas
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
• 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:
• 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 NavigationNavigator > Service > Activities
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Time ReportingThis subject area doesn't report historical data.
This subject area has no anchoring date.
Transactional Grain
Activity and Objective
Special Considerations
This subject area is an alias of Sales CRM Activity Objective.
CRM - CRM Activity Real Time
Description
Use this subject area to analyze/report on activities such as Tasks and Appointments associated to Service Requests andother CRM business entities. For example, Lead and Opportunity. Useful activitiy attributes such as Type (Call, Meeting,and so on), Owner, Priority, Status, and Outcome make it possible to perform compelling analysis, leading to a betterunderstanding of the time and resource demands in supporting customers, pursuing leads and opportunities, or runningmarketing campaigns.
Business Questions
This subject area can answer the following business questions:
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
Job Roles
The following job roles secure access to this subject area:
• Channel Account Manager
• Channel Administrator
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Chapter 2Subject Areas
• 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 Lead Qualifier
• 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
• Marketing Lead 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 Campaign 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
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• Service Transaction Analysis Duty
Primary NavigationNavigator > Service > Activities
Time ReportingThis subject area can report historical data.
Time dimension is linked to Sales - CRM Sales Activity."Activity"."Creation Date".
Transactional Grain
Activity
Special Considerations
This subject area is an alias of Sales CRM Sales Activity.
CRM - CRM Activity Resource Real Time
Description
Use this subject area to analyze/report on all the resources/resource roles on an activity. Resources dimension in this subjectarea refers to both primary and non-primary resources, unlike other subject areas, where resource refers to only primaryresource. This subject area can be combined with any other subject area that has activity dimension, when results areneeded at the level of an activity. For cross-subject-area queries, include at least one metric from each subject area, andensure that the Dimensionality check box under the Advanced tab in reporting is selected.
Business Questions
This subject area can answer the following business questions:
• How do the number of activities in a region and their average SR resolution rates by quarter compare?
• What managers have teams averaging the most activities?
• What are the activity levels in specific regions?
Job Roles
The following job roles secure access to this subject area:
• Channel Account Manager
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Chapter 2Subject Areas
• 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
• Partner Administrator
• Partner Sales Manager
• Partner Sales Representative
• Sales Administrator
• Sales Lead Qualifier
• Sales Manager
• Sales Representative
• Sales Restricted User
• Sales VP
Duty Roles
The following duty roles secure access to this subject area:
• Marketing Lead 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 Campaign 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 NavigationNavigator > Service > Activities
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Time ReportingThis subject area doesn't report historical data.
This subject area has no anchoring date.
Transactional Grain
Activity and Resource
Special Considerations
This subject area is an alias of Sales CRM Activity Resource.
CRM - CRM Interaction Aggregate
Description
Use this subject area to help with speed of reporting while obtaining an aggregated view of interactions by any or all of:month, week, agent, and/or channel. Managers can obtain an insight into the volume of interactions that occur with orwithout an associated SR, how often these occur, and across what channels. Further enhancements in the subject areaprovide for additional metrics covering interactions crossing channels and agents, to help managers understand the behaviorand performance of agents as interactions get transferred between agents or passed on to other real time channels. Thissubject area can be used by itself or in conjunction with the CRM - CRM Service Request Summary subject area.
Business Questions
This subject area can answer the following business questions:
• How often do communications cross channels to get to resolution?
• Across what channels do such non-SR interactions most often occur?
• How many customer interactions happen without an SR?
• Is my team following the norm that an SR must be opened (or updated) for every customer communication?
Job Roles
The following job roles secure access to this subject area:
• Channel Account Manager
• Channel Administrator
• Channel Operations Manager
• Channel Partner Manager
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Chapter 2Subject Areas
• Channel Partner Portal Administrator
• Channel Sales Director
• Channel Sales Manager
• Customer Relationship Management Application Administrator
• Customer Service Manager
• Customer Service Representative
• 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:
• 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 NavigationNavigator > Service > Service Requests > Service Request Details > Interaction History
Time ReportingThis subject area reports historical data.
Time dimension is linked to CRM - CRM Interaction Aggregate.Interaction.Creation Date .
Transactional Grain
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Aggregated interactions at weekly and monthly level
Special Considerations
The Aggregate Service Requests job process needs to be run periodcally for data refreshes.
CRM - CRM Interaction Service Requests Real Time
Description
Use this subject area to analyze interactions in the context of SRs and helps answer questions such as the average numberof interactions it takes to close an SR, how would that vary between regions, customer segments, products, servicecategories, and other business contexts. Insights such as these help managers identify outliers to take corrective action.
Business Questions
This subject area can answer the following business questions:
• How many times has the customer communicated with the contact center on this particular service request andwhat channels did they use?
• What percentage of service requests involve at least one interaction?
• How many interactions does it take before an SR is resolved? How does this vary across product lines andservice categories?
• On an average, how many interactions has it taken to resolve critical issues during the past month? How doesthat compare with previous months?
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
• Partner Administrator
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Chapter 2Subject Areas
• 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:
• 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 NavigationNavigator > Service > Service Requests > Service Request Details > Interaction History
Time ReportingThis subject area doesn't report historical data.
This subject area has no anchoring date.
Transactional Grain
Interaction and Service Request
Special Considerations
None.
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Chapter 2Subject Areas
CRM - CRM Interactions Real Time
Description
Use this subject area to build analyses to obtain a real-time view of the nature of interactions such as the number andfrequency of interactions, whether they are inbound, outbound, and so on, across the spectrum of customers, contacts,channels, and agents. Interaction information is captured whenever an inbound or outbound communication occurs betweena service personnel and a customer. Performance indicators such as average interaction handling times are available ready-to-use to enable building quick insights. Interaction Wrap-Up analysis is also supported.
Business Questions
This subject area can answer the following business questions:
• What is the interactions activity level across channels and agents? How do they compare across time periods?
• How many interactions does it take on average to resolve an issue? What is the average interaction duration - byteam, agent, and channel?
• How many interactions are being lost/abandoned? How does this compare with previous periods?
• What are our issue resolution rates for low and high cost channels?
• Are agents prematurely updating SRs as Resolved to make their numbers look better?
• Do customers contact us more often to solve issues or to seek answers to questions?
• How often are my agents able to resolve issues using a low cost channel like chat?
• What channels are the most effective for resolving issues with a single interaction?
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
• Partner Administrator
• Partner Sales Manager
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Chapter 2Subject Areas
• 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:
• 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 NavigationNavigator > Service > Service Requests > Service Request Details > Interaction History
Time ReportingThis subject area reports historical data.
Time dimension is linked to CRM - CRM Interactions Real Time.Interaction.Creation Date.
Transactional Grain
Interaction
Special Considerations
None.
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Chapter 2Subject Areas
CRM - CRM Omni Channel Events Real Time
Description
Use this subject area to build dynamic analyses to monitor Omnichannel work assignments across agent, queue, andchannel. Managers can balance agents' workload by obtaining insight into their current workload, presence, and availability.Key performance indicators such as average customer wait times, duration in queues, offers, and agents' acceptancerates of work assignments can be measured, for better throughput, higher system efficiency, and improvement in customersatisfaction.
Business Questions
This subject area can answer the following business questions:
• What are the rates for agents declining work offers?
• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• What are the average handle times?
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
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Chapter 2Subject Areas
• 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 NavigationNavigator > Service > Service Requests > Service Request Details > Interaction History
Time ReportingThis subject area reports historical data.
Time dimension is linked to "CRM - CRM Omni Channel Events Real Time"."Omni Channel Event"."Start Time".
Transactional Grain
Omni Channel Event
Special Considerations
None.
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Chapter 2Subject Areas
CRM - CRM Service Request Summary
Description
Use this subject area to build analytics that enable customer service managers to obtain a complete picture of serviceperformance, as it relates to interactions, compliance, and knowledge article usage. The analyses built serve to expand thereal-time reporting of service interactions, by providing additional summary metrics and prebuilt reports. The added analyticcapabilities provide valuable insight, helping service organizations assess the volume and effectiveness of their channelinteractions in resolving service issues. Similarly, SR compliance analysis delivers a comprehensive view of SR milestoneattainments and compliance. Service managers can gain visibility into the diverse factors affecting compliance, identifypatterns for a better understanding of this key area of service performance, and take corrective action. This subject area alsohelps managers to track the extent to which agents leverage knowledge articles in SRs for issue resolutions.
Business Questions
This subject area can answer the following business questions:
• How often are communications being transferred between agents?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
• How many interactions, on average, does it require to resolve an issue?
• What product lines have a higher percentage of non-compliant SRs open?
• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• What percent of communications are resolved the first time? What is the most commonly used channel?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
Job Roles
The following job roles secure access to this subject area:
• Channel Account Manager
• Channel Administrator
• Channel Operations Manager
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Chapter 2Subject Areas
• 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 NavigationNavigator > Service > Service Requests
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Chapter 2Subject Areas
Time ReportingThis subject area reports historical data.
Time dimension is linked to CRM - CRM Service Request Summary."Service Request Secondary Dates"."Open Date" orCRM - CRM Service Request Summary."Service Request Secondary Dates"."Close Date" or CRM - CRM Service RequestSummary."Service Request Secondary Dates"."Resolution Date" depending on metric used with the date.
Transactional Grain
Service Request
Special Considerations
1. This is a non-real time subject area. The Aggregate Service Requests job process needs to be run periodcally for datarefreshes. 2. Interaction metrics in this subject area consider 'Parent' interactions only for calculation purposes.
CRM - CRM Work Orders Real Time
Description
Use this subject area to build analytics to help managers keep close tabs on SR generated field work orders to ensurealignment with customer commitments and SLAs governing the underlying SRs. Agents can monitor the progress ofwork orders tied to their own SRs. Key dates such as resolution due date and scheduled date are compared with actualcompletion dates across resources, teams, products, and customers, to spot trends and exceptions, with the objective oftaking corrective action or plan better to avoid future recurrence of suboptimal performance.
Business Questions
This subject area can answer the following business questions:
• How many are non-compliant, expected non-compliant, and expected compliant during my review of open workorders?
• How many showed up as compliant; how many were non-compliant during my review of completed workorders?
• How many were compliant and non-compliant when I, as an agent review my own completed work orders?
• 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?
Job Roles
The following job roles secure access to this subject area:
• Channel Account Manager
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Chapter 2Subject Areas
• 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
• 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:
• 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 NavigationNavigator > Service > Work Orders
Time ReportingThis subject area reports historical data.
Time dimension is linked to CRM - CRM Work Orders Real Time."CRM Work Order"."Creation Date".
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Transactional Grain
Work Order
Special Considerations
None.
Sales - CRM Resource System Usage
Description
Use this subject area to determine whether a resource or employee was active or not for a particular day, how manyresources were active and what channel they used to access the system and when they were active.
Business Questions
This subject area can answer the following business questions:
• Who are the top 10 active / bottom 10 inactive employees from a user adoption perspective?
• How many days was a resource active by channel?
• How are the employees using the system based on Channel (Web/Mobile/Mail)
Job Roles
The following job roles secure access to this subject area:
• Not assinged to a job role
Duty Roles
The following duty roles secure access to this subject area:
• User System Usage Transaction Analysis Duty
Primary NavigationNavigator > Manage Users
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Time ReportingThis subject area supports the reporting on Employee or Resource Activity in the system over a period of time.
Time dimension is linked to Calendar date.
Transactional Grain
This subject area returns the data at the grain of the Employee/Resource
Special Considerations
1) Considering the sensitivity of the data, the access to the User System Usage subject area is restricted to the BI duty role“BI User System SA Access”. 2) BI Administrator would have access to this subject area. 3) The system would record theUser activity data only when the profile option FND_TRACK_USER_ACTIVITY is enabled. Please refer the documentationon User adoption data reporting for details. 4) This subject area has been designed to show activities for all Time Periodbased on Employee dimension. The reason it was designed this way is to allow customer to look at time period where therehave been user activities, as well as those months where there were no activities. For this reason, when a custom reportis built that includes aTime Period at either Year or Month, customer must restrict the report result by specific time period.i.e. for the current year. Without this filter, the report will show result for the complete 100 years in the Time dimension thatOSC supports, which may not be the result that the customer is looking for. For the best performance, it is recommendedthat customer. i) Add filter for a specific year. ii) Avoid reporting by Date. Instead the report should use Month or Quarter. iii)Consider filtering the report by group of users, instead of individual users. For best performance, we recommend that the userapply filter on # of Active Days fact > 0 so that the report would show up the positive reporting (unless negative reporting isthe requirement).
Service - CRM Customer Coverage Real Time
Description
Use this subject area to report on the detail of service request coverage. Working from date ranges, this subject area issuitable for cross-subject-area queries to provide customer level detail.
Business Questions
This subject area can answer the following business questions:
• Are we equipped to service the increase in coverages?
• How many new coverages begin in the ensuing month?
• To what extent has the number of customer coverages increased between two given dates?
Job Roles
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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
• 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:
• 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 NavigationNavigator > Service > Service Requests
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Time ReportingThis subject area reports historical data.
Time dimension is linked to Service - CRM Customer Coverage Real Time."Customer Coverage"."Start Date".
Transactional Grain
Coverage
Special Considerations
None.
Service - CRM Inbound Messages Real Time
Description
Use this subject area to develop analyses to track inbound communications by message channel and the resulting servicerequest creations and updates from those messages. Performance metrics such as average time to create an SR and timefor the agent to acknowledge are available down to seconds, allowing for a granular understanding of inbound message flowand the resulting SR response and closure.
Business Questions
This subject area can answer the following business questions:
• Is the Service organization effectively handling new emails in the appropriate timeframe?
• How many messages resulted in new service request creation versus update to existing service request?
• What is the current count of inbound email requests by status and mailbox?
• How many emails are we receiving over time?
• How many emails came from known versus unknown contacts?
Job Roles
The following job roles secure access to this subject area:
• Channel Account Manager
• Channel Administrator
• Channel Operations Manager
• Channel Partner Manager
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• Channel Partner Portal Administrator
• Channel Sales Director
• Channel Sales Manager
• Customer Relationship Management Application Administrator
• Customer Service Manager
• Human Resource Help Desk Administrator
• Human Resource Help Desk Manager
• Partner Administrator
• Partner Sales Manager
• Partner Sales Representative
• Sales Administrator
Duty Roles
The following duty roles secure access to this subject area:
• HR Help Desk Administrator 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
• Service Administrative Transaction Analysis Duty
• Service Managerial Transaction Analysis Duty
Primary NavigationNavigator > Service > Service Requests > Service Request Details > Messages
Time ReportingThis subject area reports historical data.
Time dimension is linked to Service - CRM Inbound Messages Real Time."Inbound Message"."Creation Date".
Transactional Grain
Inbound Message
Special Considerations
None.
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Service - CRM Service Queue Resources Real Time
Description
Use this subject area to build analytics around queues, teams, and resources within a service organization. This subject areacan be combined with any other subject area that has employee and service queue dimensions, when the results are neededat the employee and service queue levels. For cross-subject-area queries, include at least one metric from each subject area,and ensure that the Dimensionality check box is selected during report creation.
Business Questions
This subject area can answer the following business questions:
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
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
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• 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 NavigationNavigator > Service > Queues
Time ReportingThis subject area doesn't report historical data.
This subject area has no anchoring date.
Transactional Grain
Service Queue and Resource
Special Considerations
This is a non-real-time subject area, although its name suggests it is real-time. The Refresh the Business Intelligence QueueResources Table job process needs to be run periodcally for data refreshes.
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Service - CRM Service Request Action Plan Actions RealTime
Description
Use this subject area to build analytics that help customer service managers obtain a complete picture of action planenforcement of company policies and procedures. Agents can monitor their own performance regarding action plancompletions and delays. Action plan information captures compliance against a predefined set of actions, and analyticshighlights metrics around open and closed action plans, delayed actions, and aging of action plans. Real-time reporting builtusing this subject area provides both summary and detail metrics.
Business Questions
This subject area can answer the following business questions:
• How many action plans are open and how long have they been open?
• Are there action plans tracking late to an overall target completion date?
• What is the delay in estimated completion dates?
• What is the breakdown of open action plans by category?
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
• Partner Administrator
• Partner Sales Manager
• Partner Sales Representative
• Sales Administrator
• Sales Manager
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• Sales Representative
• Sales Restricted User
• Sales VP
Duty Roles
The following duty roles secure access to this subject area:
• 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 NavigationNavigator > Service > Service Requests > Service Request Details > Action Plans
Time ReportingThis subject area reports historical data.
Time dimension is linked to "Service - CRM Service Request Action Plan Actions Real Time"."Time"."Date".
Transactional Grain
Action Plan and Action
Special Considerations
Data is limited to Action Plans associated to Service Requests.
Service - CRM Service Request Messages Real Time
Description
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Use this subject area to build analytics that show SR messages for service managers which can help understand messagetraffic patterns, channel usages, message processing statuses, message types, message origins and assignments, andsuch other aspects of messaging. Tracking of specific message types that have a bearing on customer satisfaction such ascustomer entry and response message types to ensure timely response or updates is another key value that can be derivedfrom the analyses created.
Business Questions
This subject area can answer the following business questions:
• Are we responding to customer messages in a timely manner?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
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
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Chapter 2Subject Areas
• 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 NavigationNavigator > Service > Service Requests > Service Request Details > Messages
Time ReportingThis subject area reports historical data.
Time dimension is linked to Service - CRM Service Request Messages Real Time."Service Request Message"."Last UpdateDate".
Transactional Grain
Service Request Message
Special Considerations
None.
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Service - CRM Service Request Milestones Real Time
Description
Use this subject area to build analytics that show the performance of each service agent, and the means to resolve SRs andmeet stated targets. A milestone is a specific target set for the resolution of the SR. The information provided in this subjectarea allows service managers to identify efficient agents, coach, and measure under-performance within the team. It alsoallows agents to effectively monitor personal performance to meet the milestone targets. Like most others, this is a real-timesubject area, allowing up to the moment reporting on SR performance to milestone targets.
Business Questions
This subject area can answer the following business questions:
• 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?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• 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?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• Are there currently service requests that have missed the target milestone and require escalation?
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
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Chapter 2Subject Areas
• 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 NavigationNavigator > Service > Service Requests > Service Request Details > Milestone Details
Time ReportingThis subject area reports historical data.
Time dimension is linked to Service - CRM Service Request Milestones Real Time."Time"."Date" (Note: This is the ServiceRequest Open Date)..
Transactional Grain
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Service Request and Coverage Template
Special Considerations
None.
Service - CRM Service Request Resource Real Time
Description
Use this subejct area to analyze and report on all the resources, and resource roles on an SR. Employee dimension in thissubject area refers to both primary and non-primary resources, unlike other subject areas where employee refers to onlyprimary resource. This subject area can be combined with any other subject area that has SR dimension, when results arerequired at the level of an SR. For cross-subject-area queries, include at least one metric from each subject area.
Business Questions
This subject area can answer the following business questions:
• As an agent am I spreading myself too thin by being part of one too many SR teams?
• By being part of the SR team, how many SR resolutions has my resource team been able to influence during thepast period?
• What is the incidence of participation of my resource team in SRs over a period? How many open SRs are they apart of, presently?
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
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Chapter 2Subject Areas
• Human Resource Help Desk Agent
• Human Resource Help Desk Manager
• 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
• 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 NavigationNavigator > Service > Service Requests
Time ReportingThis subject area doesn't report historical data.
This subject area has no anchoring date.
Transactional Grain
Service Request and Resource
Special Considerations
None.
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Service - CRM Service Request Tags Real Time
Description
Use this subject area for tag based SR analysis. Tags help in identifying SRs with similar characteristics. A tag based analysisof SRs yields valuable insights into support health across the business. Service quality and performance can be measured forSRs with specific tags to spot exceptions, anomalies, trends and patterns. Once the problem is identified, corrective actioncan be initiated. As an example, if an organization mandates that agents use the tag 'churn' to identify 'at risk' customers,reports and alerts can be created to notify managers when these SR's are reopened or take longer than norrnal resolutiontimes.
Business Questions
This subject area can answer the following business questions:
• Are we seeing an issue regarding compliance rates with certain tags?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• How many open SRs are linked to each tag?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
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
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Chapter 2Subject Areas
• 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 NavigationNavigator > Service > Service Requests
Time ReportingThis subject area reports historical data.
Time dimension is linked to Servivce Request Open Date.
Transactional Grain
Service Request and Tag
Special Considerations
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Chapter 2Subject Areas
Only Admin created tags can be reported at this time. Agent created tags during run time are not considered for reporting.
Service - CRM Service Requests Real Time
Description
Use this subject area to report on service requests. The information provided in this subject area allows service managers andagents to review critical SRs, targets, priority status, and measure service performance levels in alignment with organizationalgoals. It also allows agents to effectively monitor personal performance in dispositioning service requests in a timely manner.It also enables building insightful reports to measure SR throughput such as submissions, updates, resolutions, closures,reopens, and so on. Analyses uncover bottlenecks in speedy resolution of SRs by alerting to long wait times at agent andcustomer.
Business Questions
This subject area can answer the following business questions:
• Who are my agents that have the most pending SRs?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• 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 theseare raised as critical?
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
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Chapter 2Subject Areas
• 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 NavigationNavigator > Service > Service Requests
Time ReportingThis subject area reports historical data.
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Chapter 2Subject Areas
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 ServiceRequests Real Time."Service Request Secondary Dates"."Resolution Date" depending on metric used with the date.
Transactional Grain
Service Request
Special Considerations
None.
Service - CRM Social Post Real Time
Description
Use this subject area to develop analyses around social posts created in the context of an SR. Access to the social postchannel, associated SR, social post detail, and social post specific metrics supports the development of complex reportingaround SR social posts in real-time.
Business Questions
This subject area can answer the following business questions:
• Is the Service organization effectively handling new social service requests in the appropriate timeframe?
• How many social posts are we receiving over time?
• What is the current count of inbound social requests by status and social channel?
• How many social posts came from known versus unknown contacts?
• How many messages resulted in new service request creation versus how many messages resulted in an updateto an existing 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
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 2Subject Areas
• Channel Sales Manager
• Customer Relationship Management Application Administrator
• Customer Service Manager
• Partner Administrator
• Partner Sales Manager
• Partner Sales Representative
• Sales Administrator
Duty Roles
The following duty roles secure access to this subject area:
• Partner Channel Administrative Transaction Analysis Duty
• Partner Channel Transaction Analysis Duty
• Partner Org Transaction Analysis Duty
• Sales Administrative Transaction Analysis Duty
• Service Administrative Transaction Analysis Duty
• Service Managerial Transaction Analysis Duty
Primary NavigationNavigator > Service > Service Requests
Time ReportingThis subject area reports historical data.
Time dimension is linked to Service - CRM Social Post Real Time."Social Post"."Social Post Creation Date".
Transactional Grain
Social Post
Special Considerations
None.
User System Usage
Description
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Chapter 2Subject Areas
This subject area provides information on user activities.
Use this subject area to determine whether a user was active or not for a particular day, and what channel they used toaccess the system and when they were active.
Business Questions
This subject area can answer the following business questions:
• Who are the users who have not logged in the system in the last week?
• Who are the top 10 active users of the system?
• Users belonging to what job title are most active in the system?
• How is the user activity split across Channel (Web/Mobile/Mail)?
• Which department has the highest number of Active users?
Job Roles
The following job roles secure access to this subject area:
• Not assinged to a job role
Duty Roles
The following duty roles secure access to this subject area:
• User System Usage Transaction Analysis Duty
Primary NavigationNavigator > Manage Users
Time ReportingThis subject area supports the reporting on User Activity in the system over a period of time.
Time dimension is linked to Calendar date.
Transactional Grain
This subject area returns the data at the grain of the User.
Special Considerations
1) Considering the sensitivity of the data, the access to the User System Usage subject area is restricted to the BI duty role“BI User System SA Access”. 2) BI Administrator would have access to this subject area. 3) The system would record the
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User activity data only when the profile option FND_TRACK_USER_ACTIVITY is enabled. Please refer the documentationon User adoption data reporting for details. 4) This subject area has been designed to show activities for all Time Periodand Users. The reason it was designed this way is to allow customer to look at time period where there have been useractivities, as well as those months where there were no activities. For this reason, when a custom report is built that includesaTime Period at either Year or Month, customer must restrict the report result by specific time period. i.e. for the current year.Without this filter, the report will show result for the complete 100 years in the Time dimension that OSC supports, which maynot be the result that the customer is looking for. For the best performance, it is recommended that customer. i) Add filter fora specific year. ii) Avoid reporting by Date. Instead the report should use Month or Quarter. iii) Consider filtering the report bygroup of users, instead of individual users. For best performance, we recommend that the user apply filter on # of Active Daysfact > 0 so that the report would show up the positive reporting (unless negative reporting is the requirement).
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
3 Business Questions
Overview
For each business question in this chapter, links are provided for more detailed information about the subject areas, job roles,and duty roles associated with the business question.
What is the maximum number of distinct contacts that isinvolved with an SR before it is closed? Does this vary bySR category, product, and agent?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Activity Contact Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• Partner Administrator
• Partner Sales Manager
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Chapter 3Business Questions
• Partner Sales Representative
• Sales Administrator
• Sales Lead Qualifier
• Sales Manager
• Sales Representative
• Sales Restricted User
• Sales VP
Duty Roles
The following duty roles secure access to the data related to this business question:
• Marketing Lead 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 Campaign 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
How many contacts were not favored with a positiveoutcome with a given agent?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Activity Contact Real Time
Job Roles
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Chapter 3Business Questions
The following job roles secure access to the data related to this business question:
• 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
• Partner Administrator
• Partner Sales Manager
• Partner Sales Representative
• Sales Administrator
• Sales Lead Qualifier
• Sales Manager
• Sales Representative
• Sales Restricted User
• Sales VP
Duty Roles
The following duty roles secure access to the data related to this business question:
• Marketing Lead 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 Campaign 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
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Chapter 3Business Questions
How many distinct customer contacts does an agentinteract with through a given channel during a specificperiod?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Activity Contact Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• Partner Administrator
• Partner Sales Manager
• Partner Sales Representative
• Sales Administrator
• Sales Lead Qualifier
• Sales Manager
• Sales Representative
• Sales Restricted User
• Sales VP
Duty Roles
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
The following duty roles secure access to the data related to this business question:
• Marketing Lead 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 Campaign 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
What are the activity objectives for the current period?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Activity Objective Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
51
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• 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 the data related to this business question:
• 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
What are the latest revisions to activity objectives?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Activity Objective Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• Channel Account Manager
52
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• 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
• 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 the data related to this business question:
• 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
Who has completed the most activity objectives?
Subject Areas
53
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Activity Objective Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• 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 the data related to this business question:
• 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
54
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Service Transaction Analysis Duty
Are there any workload balancing issues in my team, with afew members performing most of the activities?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Activity Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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 Lead Qualifier
• Sales Manager
• Sales Representative
• Sales Restricted User
55
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Sales VP
Duty Roles
The following duty roles secure access to the data related to this business question:
• HR Help Desk Administrator Transaction Analysis Duty
• HR Help Desk Agent Transaction Analysis Duty
• HR Help Desk Manager Transaction Analysis Duty
• Marketing Lead 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 Campaign 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
I need some of my team members to focus on theexpected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for thisinitiative, based on their activity levels?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Activity Real Time
Job Roles
56
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
The following job roles secure access to the data related to this business question:
• 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 Lead Qualifier
• Sales Manager
• Sales Representative
• Sales Restricted User
• Sales VP
Duty Roles
The following duty roles secure access to the data related to this business question:
• HR Help Desk Administrator Transaction Analysis Duty
• HR Help Desk Agent Transaction Analysis Duty
• HR Help Desk Manager Transaction Analysis Duty
• Marketing Lead 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 Campaign Transaction Analysis Duty
• Sales Executive Transaction Analysis Duty
57
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Sales Managerial Transaction Analysis Duty
• Sales Transaction Analysis Duty
• Service Administrative Transaction Analysis Duty
• Service Managerial Transaction Analysis Duty
• Service Transaction Analysis Duty
As a Service agent, I need to view my workload for theupcoming week/month. What are my urgent/overdue tasksfor this period?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Activity Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
58
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Sales Administrator
• Sales Lead Qualifier
• Sales Manager
• Sales Representative
• Sales Restricted User
• Sales VP
Duty Roles
The following duty roles secure access to the data related to this business question:
• HR Help Desk Administrator Transaction Analysis Duty
• HR Help Desk Agent Transaction Analysis Duty
• HR Help Desk Manager Transaction Analysis Duty
• Marketing Lead 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 Campaign 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
How are the individuals on my team performing withregards to completion of their planned tasks on SRs withmilestone due dates this week?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Activity Real Time
59
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
Job Roles
The following job roles secure access to the data related to this business question:
• 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 Lead Qualifier
• Sales Manager
• Sales Representative
• Sales Restricted User
• Sales VP
Duty Roles
The following duty roles secure access to the data related to this business question:
• HR Help Desk Administrator Transaction Analysis Duty
• HR Help Desk Agent Transaction Analysis Duty
• HR Help Desk Manager Transaction Analysis Duty
• Marketing Lead Transaction Analysis Duty
• Partner Channel Administrative Transaction Analysis Duty
• Partner Channel Transaction Analysis Duty
• Partner Org Transaction Analysis Duty
60
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Sales Administrative Transaction Analysis Duty
• Sales Campaign 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
How can I identify neglected but strategic accounts toguide my team to focus on these?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Activity Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
61
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Partner Sales Manager
• Partner Sales Representative
• Sales Administrator
• Sales Lead Qualifier
• Sales Manager
• Sales Representative
• Sales Restricted User
• Sales VP
Duty Roles
The following duty roles secure access to the data related to this business question:
• HR Help Desk Administrator Transaction Analysis Duty
• HR Help Desk Agent Transaction Analysis Duty
• HR Help Desk Manager Transaction Analysis Duty
• Marketing Lead 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 Campaign 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
What are the activity levels in specific regions?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Activity Resource Real Time
62
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• Partner Administrator
• Partner Sales Manager
• Partner Sales Representative
• Sales Administrator
• Sales Lead Qualifier
• Sales Manager
• Sales Representative
• Sales Restricted User
• Sales VP
Duty Roles
The following duty roles secure access to the data related to this business question:
• Marketing Lead 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 Campaign Transaction Analysis Duty
• Sales Executive Transaction Analysis Duty
• Sales Managerial Transaction Analysis Duty
• Sales Transaction Analysis Duty
• Service Administrative Transaction Analysis Duty
63
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Service Managerial Transaction Analysis Duty
• Service Transaction Analysis Duty
What managers have teams averaging the most activities?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Activity Resource Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• Partner Administrator
• Partner Sales Manager
• Partner Sales Representative
• Sales Administrator
• Sales Lead Qualifier
• Sales Manager
• Sales Representative
• Sales Restricted User
• Sales VP
Duty Roles
64
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
The following duty roles secure access to the data related to this business question:
• Marketing Lead 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 Campaign 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
How do the number of activities in a region and theiraverage SR resolution rates by quarter compare?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Activity Resource Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
65
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Customer Service Representative
• Partner Administrator
• Partner Sales Manager
• Partner Sales Representative
• Sales Administrator
• Sales Lead Qualifier
• Sales Manager
• Sales Representative
• Sales Restricted User
• Sales VP
Duty Roles
The following duty roles secure access to the data related to this business question:
• Marketing Lead 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 Campaign 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
How often do communications cross channels to get toresolution?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Interaction Aggregate
66
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• 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 the data related to this business question:
• 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
67
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
How many customer interactions happen without an SR?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Interaction Aggregate
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• 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 the data related to this business question:
• Partner Channel Administrative Transaction Analysis Duty
• Partner Channel Transaction Analysis Duty
68
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• 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
Across what channels do such non-SR interactions mostoften occur?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Interaction Aggregate
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• Partner Administrator
• Partner Sales Manager
• Partner Sales Representative
• Sales Administrator
69
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Sales Manager
• Sales Representative
• Sales Restricted User
• Sales VP
Duty Roles
The following duty roles secure access to the data related to this business question:
• 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
Is my team following the norm that an SR must be opened(or updated) for every customer communication?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Interaction Aggregate
Job Roles
The following job roles secure access to the data related to this business question:
• Channel Account Manager
• Channel Administrator
• Channel Operations Manager
• Channel Partner Manager
70
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Channel Partner Portal Administrator
• Channel Sales Director
• Channel Sales Manager
• Customer Relationship Management Application Administrator
• Customer Service Manager
• Customer Service Representative
• 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 the data related to this business question:
• 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
How many times has the customer communicated with thecontact center on this particular service request and whatchannels did they use?
Subject Areas
71
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Interaction Service Requests Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• 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 the data related to this business question:
• 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
72
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Service Administrative Transaction Analysis Duty
• Service Managerial Transaction Analysis Duty
• Service Transaction Analysis Duty
What percentage of service requests involve at least oneinteraction?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Interaction Service Requests Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• Partner Administrator
• Partner Sales Manager
• Partner Sales Representative
• Sales Administrator
• Sales Manager
• Sales Representative
• Sales Restricted User
• Sales VP
73
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
Duty Roles
The following duty roles secure access to the data related to this business question:
• 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
How many interactions does it take before an SR isresolved? How does this vary across product lines andservice categories?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Interaction Service Requests Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• Channel Account Manager
• Channel Administrator
• Channel Operations Manager
• Channel Partner Manager
• Channel Partner Portal Administrator
• Channel Sales Director
74
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Channel Sales Manager
• Customer Relationship Management Application Administrator
• Customer Service Manager
• Customer Service Representative
• 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 the data related to this business question:
• 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
On an average, how many interactions has it taken toresolve critical issues during the past month? How doesthat compare with previous months?
Subject Areas
75
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Interaction Service Requests Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• 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 the data related to this business question:
• 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
76
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Service Administrative Transaction Analysis Duty
• Service Managerial Transaction Analysis Duty
• Service Transaction Analysis Duty
What is the interactions activity level across channels andagents? How do they compare across time periods?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Interactions Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• Partner Administrator
• Partner Sales Manager
• Partner Sales Representative
• Sales Administrator
• Sales Manager
• Sales Representative
• Sales Restricted User
• Sales VP
77
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
Duty Roles
The following duty roles secure access to the data related to this business question:
• 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
How many interactions does it take on average to resolvean issue? What is the average interaction duration - byteam, agent, and channel?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Interactions Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• Channel Account Manager
• Channel Administrator
• Channel Operations Manager
• Channel Partner Manager
• Channel Partner Portal Administrator
• Channel Sales Director
• Channel Sales Manager
78
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Customer Relationship Management Application Administrator
• Customer Service Manager
• Customer Service Representative
• 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 the data related to this business question:
• 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
Do customers contact us more often to solve issues or toseek answers to questions?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Interactions Real Time
79
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• 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 the data related to this business question:
• 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
80
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
What channels are the most effective for resolving issueswith a single interaction?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Interactions Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• 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 the data related to this business question:
• Partner Channel Administrative Transaction Analysis Duty
81
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• 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
What are our issue resolution rates for low and high costchannels?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Interactions Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• Partner Administrator
• Partner Sales Manager
• Partner Sales Representative
82
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Sales Administrator
• Sales Manager
• Sales Representative
• Sales Restricted User
• Sales VP
Duty Roles
The following duty roles secure access to the data related to this business question:
• 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
Are agents prematurely updating SRs as Resolved to maketheir numbers look better?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Interactions Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• Channel Account Manager
• Channel Administrator
• Channel Operations Manager
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Channel Partner Manager
• Channel Partner Portal Administrator
• Channel Sales Director
• Channel Sales Manager
• Customer Relationship Management Application Administrator
• Customer Service Manager
• Customer Service Representative
• 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 the data related to this business question:
• 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
How often are my agents able to resolve issues using a lowcost channel like chat?
Subject Areas
84
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Interactions Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• 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 the data related to this business question:
• 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
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Service Transaction Analysis Duty
How many interactions are being lost/abandoned? Howdoes this compare with previous periods?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Interactions Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• Partner Administrator
• Partner Sales Manager
• Partner Sales Representative
• Sales Administrator
• Sales Manager
• Sales Representative
• Sales Restricted User
• Sales VP
Duty Roles
86
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
The following duty roles secure access to the data related to this business question:
• 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
As a Service Manager, do I have coverage to support allchannel work? What are the abandonment rates?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Omni Channel Events Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
87
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• 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 the data related to this business question:
• 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
What are the rates for agents declining work offers?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Omni Channel Events Real Time
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
Job Roles
The following job roles secure access to the data related to this business question:
• 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 the data related to this business question:
• 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
89
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Sales Managerial Transaction Analysis Duty
• Sales Transaction Analysis Duty
• Service Administrative Transaction Analysis Duty
• Service Managerial Transaction Analysis Duty
• Service Transaction Analysis Duty
Are there currently work requests that have a longacceptance time? What are the agent utilization rates?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Omni Channel Events Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
90
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Sales Manager
• Sales Representative
• Sales Restricted User
• Sales VP
Duty Roles
The following duty roles secure access to the data related to this business question:
• 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
What are the average handle times?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Omni Channel Events Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• Channel Account Manager
• Channel Administrator
91
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• 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 the data related to this business question:
• 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
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
How long is it taking for offers to be made to agents?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Omni Channel Events Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
93
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
The following duty roles secure access to the data related to this business question:
• 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
How often do communications cross channels before theyare resolved?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Service Request Summary
Job Roles
The following job roles secure access to the data related to this business question:
• 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
94
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• 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 the data related to this business question:
• 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
What percent of communications are resolved the firsttime? What is the most commonly used channel?
Subject Areas
95
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Service Request Summary
Job Roles
The following job roles secure access to the data related to this business question:
• 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 the data related to this business question:
• 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
96
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• 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
Are there preferred channels that customers use to contactus for specific service issue categories and product areas?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Service Request Summary
Job Roles
The following job roles secure access to the data related to this business question:
• 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
97
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• 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 the data related to this business question:
• 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
What are the number of interactions by channel, agent, andtime period?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Service Request Summary
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
Job Roles
The following job roles secure access to the data related to this business question:
• 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 the data related to this business question:
• 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
99
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Sales Transaction Analysis Duty
• Service Administrative Transaction Analysis Duty
• Service Managerial Transaction Analysis Duty
• Service Transaction Analysis Duty
How often are communications being transferred betweenagents?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Service Request Summary
Job Roles
The following job roles secure access to the data related to this business question:
• 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
100
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Sales Representative
• Sales Restricted User
• Sales VP
Duty Roles
The following duty roles secure access to the data related to this business question:
• 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
How many interactions, on average, does it require toresolve an issue?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Service Request Summary
Job Roles
The following job roles secure access to the data related to this business question:
• Channel Account Manager
101
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• 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 the data related to this business question:
• 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
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Service Transaction Analysis Duty
What is the average length of time of an interaction, byagent and channel?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Service Request Summary
Job Roles
The following job roles secure access to the data related to this business question:
• 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
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Sales VP
Duty Roles
The following duty roles secure access to the data related to this business question:
• 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
What product lines have a higher percentage of non-compliant SRs open?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Service Request Summary
Job Roles
The following job roles secure access to the data related to this business question:
• Channel Account Manager
• Channel Administrator
• Channel Operations Manager
104
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• 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 the data related to this business question:
• 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
105
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
How is the percentage of compliant SRs trending monthover month, quarter over quarter?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Service Request Summary
Job Roles
The following job roles secure access to the data related to this business question:
• 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
106
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
The following duty roles secure access to the data related to this business question:
• 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
Where are the outliers when it comes to compliance?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Service Request Summary
Job Roles
The following job roles secure access to the data related to this business question:
• 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
107
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• 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 the data related to this business question:
• 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
Are we keeping the number of non-compliant SRs in checkfor our most valuable customers?
Subject Areas
108
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Service Request Summary
Job Roles
The following job roles secure access to the data related to this business question:
• 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 the data related to this business question:
• 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
109
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• 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
How frequently do agents link articles to SRs?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Service Request Summary
Job Roles
The following job roles secure access to the data related to this business question:
• 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
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Partner Sales Representative
• Sales Administrator
• Sales Manager
• Sales Representative
• Sales Restricted User
• Sales VP
Duty Roles
The following duty roles secure access to the data related to this business question:
• 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
What is the impact of linking knowledge articles toSRs? Has it led to reduced SR resolution times and SRreopenings ?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Service Request Summary
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
Job Roles
The following job roles secure access to the data related to this business question:
• 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 the data related to this business question:
• 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
112
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Sales Transaction Analysis Duty
• Service Administrative Transaction Analysis Duty
• Service Managerial Transaction Analysis Duty
• Service Transaction Analysis Duty
How many work orders are non-compliant, expected to benon-compliant and expected to be compliant when I, as anagent review my own open work orders?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Work Orders Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• Partner Administrator
• Partner Sales Manager
• Partner Sales Representative
• Sales Administrator
• Sales Manager
• Sales Representative
113
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Sales Restricted User
• Sales VP
Duty Roles
The following duty roles secure access to the data related to this business question:
• 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
How many were compliant and non-compliant when I, asan agent review my own completed work orders?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Work Orders Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• Channel Account Manager
• Channel Administrator
• Channel Operations Manager
• Channel Partner Manager
• Channel Partner Portal Administrator
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Channel Sales Director
• Channel Sales Manager
• Customer Relationship Management Application Administrator
• Customer Service Manager
• Customer Service Representative
• 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 the data related to this business question:
• 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
How many are non-compliant, expected non-compliant,and expected compliant during my review of open workorders?
Subject Areas
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Work Orders Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• 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 the data related to this business question:
• 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
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Service Transaction Analysis Duty
How many showed up as compliant; how many were non-compliant during my review of completed work orders?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• CRM - CRM Work Orders Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• Partner Administrator
• Partner Sales Manager
• Partner Sales Representative
• Sales Administrator
• Sales Manager
• Sales Representative
• Sales Restricted User
• Sales VP
Duty Roles
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
The following duty roles secure access to the data related to this business question:
• 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
How many new coverages begin in the ensuing month?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Customer Coverage Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• Partner Administrator
• Partner Sales Manager
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Partner Sales Representative
• Sales Administrator
• Sales Manager
• Sales Representative
• Sales Restricted User
• Sales VP
Duty Roles
The following duty roles secure access to the data related to this business question:
• 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
To what extent has the number of customer coveragesincreased between two given dates?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Customer Coverage Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• Channel Account Manager
• Channel Administrator
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• 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
• 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 the data related to this business question:
• 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
Are we equipped to service the increase in coverages?
Subject Areas
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Customer Coverage Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• 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 the data related to this business question:
• 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
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Service Managerial Transaction Analysis Duty
• Service Transaction Analysis Duty
How many emails are we receiving over time?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Inbound Messages Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• Human Resource Help Desk Administrator
• Human Resource Help Desk Manager
• Partner Administrator
• Partner Sales Manager
• Partner Sales Representative
• Sales Administrator
Duty Roles
The following duty roles secure access to the data related to this business question:
• HR Help Desk Administrator Transaction Analysis Duty
• HR Help Desk Manager Transaction Analysis Duty
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Partner Channel Administrative Transaction Analysis Duty
• Partner Channel Transaction Analysis Duty
• Partner Org Transaction Analysis Duty
• Sales Administrative Transaction Analysis Duty
• Service Administrative Transaction Analysis Duty
• Service Managerial Transaction Analysis Duty
What is the current count of inbound email requests bystatus and mailbox?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Inbound Messages Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• Human Resource Help Desk Administrator
• Human Resource Help Desk Manager
• Partner Administrator
• Partner Sales Manager
• Partner Sales Representative
• Sales Administrator
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
Duty Roles
The following duty roles secure access to the data related to this business question:
• HR Help Desk Administrator 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
• Service Administrative Transaction Analysis Duty
• Service Managerial Transaction Analysis Duty
How many messages resulted in new service requestcreation versus update to existing service request?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Inbound Messages Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• Human Resource Help Desk Administrator
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Human Resource Help Desk Manager
• Partner Administrator
• Partner Sales Manager
• Partner Sales Representative
• Sales Administrator
Duty Roles
The following duty roles secure access to the data related to this business question:
• HR Help Desk Administrator 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
• Service Administrative Transaction Analysis Duty
• Service Managerial Transaction Analysis Duty
How many emails came from known versus unknowncontacts?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Inbound Messages Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• Channel Account Manager
• Channel Administrator
• Channel Operations Manager
• Channel Partner Manager
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Channel Partner Portal Administrator
• Channel Sales Director
• Channel Sales Manager
• Customer Relationship Management Application Administrator
• Customer Service Manager
• Human Resource Help Desk Administrator
• Human Resource Help Desk Manager
• Partner Administrator
• Partner Sales Manager
• Partner Sales Representative
• Sales Administrator
Duty Roles
The following duty roles secure access to the data related to this business question:
• HR Help Desk Administrator 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
• Service Administrative Transaction Analysis Duty
• Service Managerial Transaction Analysis Duty
Is the Service organization effectively handling new emails inthe appropriate timeframe?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Inbound Messages Real Time
Job Roles
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
The following job roles secure access to the data related to this business question:
• 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
• Human Resource Help Desk Administrator
• Human Resource Help Desk Manager
• Partner Administrator
• Partner Sales Manager
• Partner Sales Representative
• Sales Administrator
Duty Roles
The following duty roles secure access to the data related to this business question:
• HR Help Desk Administrator 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
• Service Administrative Transaction Analysis Duty
• Service Managerial Transaction Analysis Duty
Are my team resources optimally deployed across servicequeues to maximize productivity?
Subject Areas
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Queue Resources Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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 the data related to this business question:
• 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
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• 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
Is there scope for a better resource load balance keeping inconsideration the SR throughput across queues?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Queue Resources Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
129
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• 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 the data related to this business question:
• 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
Can the variation in SR resolution times betweenteam members be attributable to sub-optimal queueassignments?
Subject Areas
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Queue Resources Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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 the data related to this business question:
• 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
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• 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
Are there action plans tracking late to an overall targetcompletion date?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Request Action Plan Actions Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• Partner Administrator
• Partner Sales Manager
• Partner Sales Representative
• Sales Administrator
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Sales Manager
• Sales Representative
• Sales Restricted User
• Sales VP
Duty Roles
The following duty roles secure access to the data related to this business question:
• 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
What is the delay in estimated completion dates?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Request Action Plan Actions Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• Channel Account Manager
• Channel Administrator
• Channel Operations Manager
• Channel Partner Manager
• Channel Partner Portal Administrator
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Channel Sales Director
• Channel Sales Manager
• Customer Relationship Management Application Administrator
• Customer Service Manager
• Customer Service Representative
• 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 the data related to this business question:
• 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
What is the breakdown of open action plans by category?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Request Action Plan Actions Real Time
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• 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 the data related to this business question:
• 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
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
How many action plans are open and how long have theybeen open?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Request Action Plan Actions Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• 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 the data related to this business question:
• Partner Channel Administrative Transaction Analysis Duty
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• 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
Are we responding to customer messages in a timelymanner?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Request Messages Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
137
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• 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 the data related to this business question:
• 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
Are there too many stale messages, that is, messagesthat have not been updated in a long time tied to critical/escalated issues?
Subject Areas
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Request Messages Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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 the data related to this business question:
• 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
139
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• 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
What are our most commonly used channels for messagingby product, service category, and location? Is the channelusage of high cost channels very high?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Request Messages Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
140
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• 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 the data related to this business question:
• 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
Do we see a pattern in the average number of messagesper closed SR going up in recent months? What factors arecontributing to this surge, if any?
Subject Areas
141
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Request Messages Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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 the data related to this business question:
• 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
142
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• 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
How often am I meeting milestone targets for my SRs?Which milestones do I miss most often?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Request Milestones Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
143
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• 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 the data related to this business question:
• 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
Are there currently service requests that have missed thetarget milestone and require escalation?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Request Milestones Real Time
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
Job Roles
The following job roles secure access to the data related to this business question:
• 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 the data related to this business question:
• 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
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Sales Transaction Analysis Duty
• Service Administrative Transaction Analysis Duty
• Service Managerial Transaction Analysis Duty
• Service Transaction Analysis Duty
Where is my team missing SLAs? Is it in certain geographiclocations, service categories, or product lines?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Request Milestones Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Sales Representative
• Sales Restricted User
• Sales VP
Duty Roles
The following duty roles secure access to the data related to this business question:
• 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
Are our processes inefficient or preventing agents frommeeting milestones?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Request Milestones Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• Channel Account Manager
147
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• 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 the data related to this business question:
• 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
148
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Service Transaction Analysis Duty
Is a particular target too aggressive? Who is best atachieving targets for a given category of service request?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Request Milestones Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Sales VP
Duty Roles
The following duty roles secure access to the data related to this business question:
• 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
How does my team perform in meeting first responsemilestones versus resolution milestones?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Request Milestones Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• Channel Account Manager
• Channel Administrator
• Channel Operations Manager
150
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• 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 the data related to this business question:
• 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
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
What is the % of open SRs with milestones, that is, have atleast one milestone?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Request Milestones Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
152
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
The following duty roles secure access to the data related to this business question:
• 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
What is the incidence of participation of my resource teamin SRs over a period? How many open SRs are they a partof, presently?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Request Resource Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• Channel Account Manager
• Channel Administrator
• Channel Operations Manager
• Channel Partner Manager
• Channel Partner Portal Administrator
• Channel Sales Director
153
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• 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
• Sales Administrator
• Sales Manager
• Sales Representative
• Sales Restricted User
• Sales VP
Duty Roles
The following duty roles secure access to the data related to this business question:
• 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
• 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
By being part of the SR team, how many SR resolutionshas my resource team been able to influence during thepast period?
Subject Areas
154
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Request Resource Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• Sales Administrator
• Sales Manager
• Sales Representative
• Sales Restricted User
• Sales VP
Duty Roles
The following duty roles secure access to the data related to this business question:
• 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
• Sales Administrative Transaction Analysis Duty
• Sales Executive Transaction Analysis Duty
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Sales Managerial Transaction Analysis Duty
• Sales Transaction Analysis Duty
• Service Administrative Transaction Analysis Duty
• Service Managerial Transaction Analysis Duty
• Service Transaction Analysis Duty
As an agent am I spreading myself too thin by being part ofone too many SR teams?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Request Resource Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• Sales Administrator
• Sales Manager
• Sales Representative
156
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Sales Restricted User
• Sales VP
Duty Roles
The following duty roles secure access to the data related to this business question:
• 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
• 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
What are the open critical SRs that my team is working oncurrently? How many of these are escalated?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Requests Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• Channel Account Manager
• Channel Administrator
• Channel Operations Manager
157
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• 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 the data related to this business question:
• 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
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
How are we doing on SR resolution times between currentand past months? What is the reason for degradation, ifany?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Requests Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
Duty Roles
The following duty roles secure access to the data related to this business question:
• 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
What are the SRs that are waiting on my customers?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Requests Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• Channel Account Manager
• Channel Administrator
• Channel Operations Manager
• Channel Partner Manager
• Channel Partner Portal Administrator
• Channel Sales Director
• Channel Sales Manager
160
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• 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 the data related to this business question:
• 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
Who are my agents that have the most pending SRs?
Subject Areas
161
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Requests Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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 the data related to this business question:
• 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
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• 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
How many SRs have been waiting on my agents for morethan 24 hours? Which of these are critical or escalated?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Requests Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
163
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Partner Sales Representative
• Sales Administrator
• Sales Manager
• Sales Representative
• Sales Restricted User
• Sales VP
Duty Roles
The following duty roles secure access to the data related to this business question:
• 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
What is the reopen rate for SRs owned by my team? Whohas the most reopen rate? Is there a training issue?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Requests Real Time
Job Roles
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
The following job roles secure access to the data related to this business question:
• 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 the data related to this business question:
• 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
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Service Administrative Transaction Analysis Duty
• Service Managerial Transaction Analysis Duty
• Service Transaction Analysis Duty
How does the aging profile of SRs look like? Are there anyoutliers calling for intervention?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Requests Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
166
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Sales Restricted User
• Sales VP
Duty Roles
The following duty roles secure access to the data related to this business question:
• 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
How many SRs are unassigned for more than a day? Whoare the impacted customers? How of many of these areraised as critical?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Requests Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• Channel Account Manager
167
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• 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 the data related to this business question:
• 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
168
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
How many social posts are we receiving over time?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Social Post Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• Partner Administrator
• Partner Sales Manager
• Partner Sales Representative
• Sales Administrator
Duty Roles
The following duty roles secure access to the data related to this business question:
• Partner Channel Administrative Transaction Analysis Duty
• Partner Channel Transaction Analysis Duty
• Partner Org Transaction Analysis Duty
• Sales Administrative Transaction Analysis Duty
• Service Administrative Transaction Analysis Duty
• Service Managerial Transaction Analysis Duty
169
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
What is the current count of inbound social requests bystatus and social channel?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Social Post Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• Partner Administrator
• Partner Sales Manager
• Partner Sales Representative
• Sales Administrator
Duty Roles
The following duty roles secure access to the data related to this business question:
• Partner Channel Administrative Transaction Analysis Duty
• Partner Channel Transaction Analysis Duty
• Partner Org Transaction Analysis Duty
• Sales Administrative Transaction Analysis Duty
• Service Administrative Transaction Analysis Duty
170
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Service Managerial Transaction Analysis Duty
How many messages resulted in new service requestcreation versus how many messages resulted in an updateto an existing service request?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Social Post Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• Partner Administrator
• Partner Sales Manager
• Partner Sales Representative
• Sales Administrator
Duty Roles
The following duty roles secure access to the data related to this business question:
• Partner Channel Administrative Transaction Analysis Duty
• Partner Channel Transaction Analysis Duty
• Partner Org Transaction Analysis Duty
171
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Sales Administrative Transaction Analysis Duty
• Service Administrative Transaction Analysis Duty
• Service Managerial Transaction Analysis Duty
How many social posts came from known versus unknowncontacts?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Social Post Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• Partner Administrator
• Partner Sales Manager
• Partner Sales Representative
• Sales Administrator
Duty Roles
The following duty roles secure access to the data related to this business question:
• Partner Channel Administrative Transaction Analysis Duty
• Partner Channel Transaction Analysis Duty
172
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Partner Org Transaction Analysis Duty
• Sales Administrative Transaction Analysis Duty
• Service Administrative Transaction Analysis Duty
• Service Managerial Transaction Analysis Duty
Is the Service organization effectively handling new socialservice requests in the appropriate timeframe?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Social Post Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
• Partner Administrator
• Partner Sales Manager
• Partner Sales Representative
• Sales Administrator
Duty Roles
The following duty roles secure access to the data related to this business question:
• Partner Channel Administrative Transaction Analysis Duty
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Partner Channel Transaction Analysis Duty
• Partner Org Transaction Analysis Duty
• Sales Administrative Transaction Analysis Duty
• Service Administrative Transaction Analysis Duty
• Service Managerial Transaction Analysis Duty
What characteristics do groupings of SR's based onspecific tags (e.g., tag = 'outage') exhibit?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Request Tags Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
174
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• Sales Manager
• Sales Representative
• Sales Restricted User
• Sales VP
Duty Roles
The following duty roles secure access to the data related to this business question:
• 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
Do SR's with specific tags (e.g., tags for specific partners)show higher resolution times?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Request Tags Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• Channel Account Manager
175
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
• 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 the data related to this business question:
• 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
176
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 3Business Questions
Are we seeing an issue regarding compliance rates withcertain tags?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Request Tags Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
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The following duty roles secure access to the data related to this business question:
• 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
How many SRs for product 'A' have tag 'X' or 'Y'? Howmany have the 'Potential Churn' tag?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Request Tags Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
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• 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 the data related to this business question:
• 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
How many open SRs are linked to each tag?
Subject Areas
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The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Request Tags Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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 the data related to this business question:
• 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
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• 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
How is tag usage across agents and resource teams?Which teams perform better than others?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Service - CRM Service Request Tags Real Time
Job Roles
The following job roles secure access to the data related to this business question:
• 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
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• Sales Administrator
• Sales Manager
• Sales Representative
• Sales Restricted User
• Sales VP
Duty Roles
The following duty roles secure access to the data related to this business question:
• 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
Who are the top 10 active users of the system?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• User System Usage
Job Roles
The following job roles secure access to the data related to this business question:
• Not assinged to a job role
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Duty Roles
The following duty roles secure access to the data related to this business question:
• User System Usage Transaction Analysis Duty
Who are the users who have not logged in the system inthe last week?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• User System Usage
Job Roles
The following job roles secure access to the data related to this business question:
• Not assinged to a job role
Duty Roles
The following duty roles secure access to the data related to this business question:
• User System Usage Transaction Analysis Duty
Which department has the highest number of Active users?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• User System Usage
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Job Roles
The following job roles secure access to the data related to this business question:
• Not assinged to a job role
Duty Roles
The following duty roles secure access to the data related to this business question:
• User System Usage Transaction Analysis Duty
Users belonging to what job title are most active in thesystem?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• User System Usage
Job Roles
The following job roles secure access to the data related to this business question:
• Not assinged to a job role
Duty Roles
The following duty roles secure access to the data related to this business question:
• User System Usage Transaction Analysis Duty
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How is the user activity split across Channel (Web/Mobile/Mail)?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• User System Usage
Job Roles
The following job roles secure access to the data related to this business question:
• Not assinged to a job role
Duty Roles
The following duty roles secure access to the data related to this business question:
• User System Usage Transaction Analysis Duty
Who are the top 10 active / bottom 10 inactive employeesfrom a user adoption perspective?
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Sales - CRM Resource System Usage
Job Roles
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The following job roles secure access to the data related to this business question:
• Not assinged to a job role
Duty Roles
The following duty roles secure access to the data related to this business question:
• User System Usage Transaction Analysis Duty
How are the employees using the system based onChannel (Web/Mobile/Mail)
Subject Areas
The following subject areas contain the folders and attributes needed to answer this business question:
• Sales - CRM Resource System Usage
Job Roles
The following job roles secure access to the data related to this business question:
• Not assinged to a job role
Duty Roles
The following duty roles secure access to the data related to this business question:
• User System Usage Transaction Analysis Duty
How many days was a resource active by channel?
Subject Areas
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The following subject areas contain the folders and attributes needed to answer this business question:
• Sales - CRM Resource System Usage
Job Roles
The following job roles secure access to the data related to this business question:
• Not assinged to a job role
Duty Roles
The following duty roles secure access to the data related to this business question:
• User System Usage Transaction Analysis Duty
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4 Job Roles
Overview
For each job role in this chapter, links are provided for more detailed information about the duty roles, subject areas, andbusiness questions associated with the job role.
Channel Account Manager
Code Name
ORA_ZPM_CHANNEL_ACCOUNT_MANAGER_JOB
Duty Roles
This job role is related to the following duty roles:
• Partner Channel Transaction Analysis Duty
Subject Areas
This job role secures access to the following subject areas:
• 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 Aggregate
• CRM - CRM Interaction Service Requests Real Time
• CRM - CRM Interactions Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
• CRM - CRM Work Orders Real Time
• Service - CRM Customer Coverage Real Time
• Service - CRM Inbound Messages Real Time
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• Service - CRM Service Queue Resources Real Time
• Service - CRM Service Request Action Plan Actions Real Time
• 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 Social Post Real Time
Business Questions
This job role secures access to data that can answer the following business questions:
• What are the activity objectives for the current period?
• How do the number of activities in a region and their average SR resolution rates by quarter compare?
• How many times has the customer communicated with the contact center on this particular service request andwhat channels did they use?
• What is the interactions activity level across channels and agents? How do they compare across time periods?
• What are the rates for agents declining work offers?
• How often are communications being transferred between agents?
• Is the Service organization effectively handling new emails in the appropriate timeframe?
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• How does my team perform in meeting first response milestones versus resolution milestones?
• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• How many distinct customer contacts does an agent interact with through a given channel during a specificperiod?
• What are the latest revisions to activity objectives?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• How many interactions does it take on average to resolve an issue? What is the average interaction duration - byteam, agent, and channel?
• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
• Are we equipped to service the increase in coverages?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
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• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many contacts were not favored with a positive outcome with a given agent?
• How often do communications cross channels to get to resolution?
• Across what channels do such non-SR interactions most often occur?
• What percentage of service requests involve at least one interaction?
• How many interactions are being lost/abandoned? How does this compare with previous periods?
• How many interactions, on average, does it require to resolve an issue?
• What product lines have a higher percentage of non-compliant SRs open?
• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Is the Service organization effectively handling new social service requests in the appropriate timeframe?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• How many interactions does it take before an SR is resolved? How does this vary across product lines andservice categories?
• How many are non-compliant, expected non-compliant, and expected compliant during my review of open workorders?
• How many showed up as compliant; how many were non-compliant during my review of completed workorders?
• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
• How many social posts are we receiving over time?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• Who has completed the most activity objectives?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
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• Where are the outliers when it comes to compliance?
• How many messages resulted in new service request creation versus update to existing service request?
• How many action plans are open and how long have they been open?
• Are there currently service requests that have missed the target milestone and require escalation?
• As an agent am I spreading myself too thin by being part of one too many SR teams?
• What is the maximum number of distinct contacts that is involved with an SR before it is closed? Does this varyby SR category, product, and agent?
• What managers have teams averaging the most activities?
• How many customer interactions happen without an SR?
• What are our issue resolution rates for low and high cost channels?
• Are agents prematurely updating SRs as Resolved to make their numbers look better?
• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• How many new coverages begin in the ensuing month?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• What is the current count of inbound social requests by status and social channel?
• How many open SRs are linked to each tag?
• What are the activity levels in specific regions?
• Do customers contact us more often to solve issues or to seek answers to questions?
• 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?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
• How many were compliant and non-compliant when I, as an agent review my own completed work orders?
• To what extent has the number of customer coverages increased between two given dates?
• What is the current count of inbound email requests by status and mailbox?
• Are there action plans tracking late to an overall target completion date?
• What is the delay in estimated completion dates?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• By being part of the SR team, how many SR resolutions has my resource team been able to influence during thepast period?
• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
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• How many social posts came from known versus unknown contacts?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• Is my team following the norm that an SR must be opened (or updated) for every customer communication?
• On an average, how many interactions has it taken to resolve critical issues during the past month? How doesthat compare with previous months?
• What channels are the most effective for resolving issues with a single interaction?
• What are the average handle times?
• 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 emails are we receiving over time?
• How many emails came from known versus unknown contacts?
• What is the breakdown of open action plans by category?
• What is the incidence of participation of my resource team in SRs over a period? How many open SRs are they apart of, presently?
• 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 theseare raised as critical?
• How many messages resulted in new service request creation versus how many messages resulted in an updateto an existing service request?
• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
Channel Administrator
Code Name
ORA_ZPM_CHANNEL_ADMINISTRATOR_JOB
Duty Roles
This job role is related to the following duty roles:
• Partner Channel Administrative Transaction Analysis Duty
Subject Areas
This job role secures access to the following subject areas:
• CRM - CRM Activity Contact Real Time
• CRM - CRM Activity Objective Real Time
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• CRM - CRM Activity Real Time
• CRM - CRM Activity Resource Real Time
• CRM - CRM Interaction Aggregate
• CRM - CRM Interaction Service Requests Real Time
• CRM - CRM Interactions Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
• CRM - CRM Work Orders Real Time
• Service - CRM Customer Coverage Real Time
• Service - CRM Inbound Messages Real Time
• Service - CRM Service Queue Resources Real Time
• Service - CRM Service Request Action Plan Actions Real Time
• 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 Social Post Real Time
Business Questions
This job role secures access to data that can answer the following business questions:
• What are the activity objectives for the current period?
• How do the number of activities in a region and their average SR resolution rates by quarter compare?
• How many times has the customer communicated with the contact center on this particular service request andwhat channels did they use?
• What is the interactions activity level across channels and agents? How do they compare across time periods?
• What are the rates for agents declining work offers?
• How often are communications being transferred between agents?
• Is the Service organization effectively handling new emails in the appropriate timeframe?
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• How does my team perform in meeting first response milestones versus resolution milestones?
• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• How many distinct customer contacts does an agent interact with through a given channel during a specificperiod?
• What are the latest revisions to activity objectives?
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• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• How many interactions does it take on average to resolve an issue? What is the average interaction duration - byteam, agent, and channel?
• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
• Are we equipped to service the increase in coverages?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many contacts were not favored with a positive outcome with a given agent?
• How often do communications cross channels to get to resolution?
• Across what channels do such non-SR interactions most often occur?
• What percentage of service requests involve at least one interaction?
• How many interactions are being lost/abandoned? How does this compare with previous periods?
• How many interactions, on average, does it require to resolve an issue?
• What product lines have a higher percentage of non-compliant SRs open?
• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Is the Service organization effectively handling new social service requests in the appropriate timeframe?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• How many interactions does it take before an SR is resolved? How does this vary across product lines andservice categories?
• How many are non-compliant, expected non-compliant, and expected compliant during my review of open workorders?
• How many showed up as compliant; how many were non-compliant during my review of completed workorders?
• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
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• How many social posts are we receiving over time?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• Who has completed the most activity objectives?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• How many messages resulted in new service request creation versus update to existing service request?
• How many action plans are open and how long have they been open?
• Are there currently service requests that have missed the target milestone and require escalation?
• As an agent am I spreading myself too thin by being part of one too many SR teams?
• What is the maximum number of distinct contacts that is involved with an SR before it is closed? Does this varyby SR category, product, and agent?
• What managers have teams averaging the most activities?
• How many customer interactions happen without an SR?
• What are our issue resolution rates for low and high cost channels?
• Are agents prematurely updating SRs as Resolved to make their numbers look better?
• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• How many new coverages begin in the ensuing month?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• What is the current count of inbound social requests by status and social channel?
• How many open SRs are linked to each tag?
• What are the activity levels in specific regions?
• Do customers contact us more often to solve issues or to seek answers to questions?
• 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?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
• How many were compliant and non-compliant when I, as an agent review my own completed work orders?
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• To what extent has the number of customer coverages increased between two given dates?
• What is the current count of inbound email requests by status and mailbox?
• Are there action plans tracking late to an overall target completion date?
• What is the delay in estimated completion dates?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• By being part of the SR team, how many SR resolutions has my resource team been able to influence during thepast period?
• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• How many social posts came from known versus unknown contacts?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• Is my team following the norm that an SR must be opened (or updated) for every customer communication?
• On an average, how many interactions has it taken to resolve critical issues during the past month? How doesthat compare with previous months?
• What channels are the most effective for resolving issues with a single interaction?
• What are the average handle times?
• 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 emails are we receiving over time?
• How many emails came from known versus unknown contacts?
• What is the breakdown of open action plans by category?
• What is the incidence of participation of my resource team in SRs over a period? How many open SRs are they apart of, presently?
• 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 theseare raised as critical?
• How many messages resulted in new service request creation versus how many messages resulted in an updateto an existing service request?
• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
Channel Operations Manager
Code Name
ORA_ZPM_CHANNEL_OPERATIONS_MANAGER_JOB
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Duty Roles
This job role is related to the following duty roles:
• Partner Channel Administrative Transaction Analysis Duty
Subject Areas
This job role secures access to the following subject areas:
• 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 Aggregate
• CRM - CRM Interaction Service Requests Real Time
• CRM - CRM Interactions Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
• CRM - CRM Work Orders Real Time
• Service - CRM Customer Coverage Real Time
• Service - CRM Inbound Messages Real Time
• Service - CRM Service Queue Resources Real Time
• Service - CRM Service Request Action Plan Actions Real Time
• 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 Social Post Real Time
Business Questions
This job role secures access to data that can answer the following business questions:
• What are the activity objectives for the current period?
• How do the number of activities in a region and their average SR resolution rates by quarter compare?
• How many times has the customer communicated with the contact center on this particular service request andwhat channels did they use?
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• What is the interactions activity level across channels and agents? How do they compare across time periods?
• What are the rates for agents declining work offers?
• How often are communications being transferred between agents?
• Is the Service organization effectively handling new emails in the appropriate timeframe?
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• How does my team perform in meeting first response milestones versus resolution milestones?
• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• How many distinct customer contacts does an agent interact with through a given channel during a specificperiod?
• What are the latest revisions to activity objectives?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• How many interactions does it take on average to resolve an issue? What is the average interaction duration - byteam, agent, and channel?
• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
• Are we equipped to service the increase in coverages?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many contacts were not favored with a positive outcome with a given agent?
• How often do communications cross channels to get to resolution?
• Across what channels do such non-SR interactions most often occur?
• What percentage of service requests involve at least one interaction?
• How many interactions are being lost/abandoned? How does this compare with previous periods?
• How many interactions, on average, does it require to resolve an issue?
• What product lines have a higher percentage of non-compliant SRs open?
• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Is the Service organization effectively handling new social service requests in the appropriate timeframe?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• How many interactions does it take before an SR is resolved? How does this vary across product lines andservice categories?
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• How many are non-compliant, expected non-compliant, and expected compliant during my review of open workorders?
• How many showed up as compliant; how many were non-compliant during my review of completed workorders?
• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
• How many social posts are we receiving over time?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• Who has completed the most activity objectives?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• How many messages resulted in new service request creation versus update to existing service request?
• How many action plans are open and how long have they been open?
• Are there currently service requests that have missed the target milestone and require escalation?
• As an agent am I spreading myself too thin by being part of one too many SR teams?
• What is the maximum number of distinct contacts that is involved with an SR before it is closed? Does this varyby SR category, product, and agent?
• What managers have teams averaging the most activities?
• How many customer interactions happen without an SR?
• What are our issue resolution rates for low and high cost channels?
• Are agents prematurely updating SRs as Resolved to make their numbers look better?
• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• How many new coverages begin in the ensuing month?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
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• What is the current count of inbound social requests by status and social channel?
• How many open SRs are linked to each tag?
• What are the activity levels in specific regions?
• Do customers contact us more often to solve issues or to seek answers to questions?
• 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?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
• How many were compliant and non-compliant when I, as an agent review my own completed work orders?
• To what extent has the number of customer coverages increased between two given dates?
• What is the current count of inbound email requests by status and mailbox?
• Are there action plans tracking late to an overall target completion date?
• What is the delay in estimated completion dates?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• By being part of the SR team, how many SR resolutions has my resource team been able to influence during thepast period?
• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• How many social posts came from known versus unknown contacts?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• Is my team following the norm that an SR must be opened (or updated) for every customer communication?
• On an average, how many interactions has it taken to resolve critical issues during the past month? How doesthat compare with previous months?
• What channels are the most effective for resolving issues with a single interaction?
• What are the average handle times?
• 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 emails are we receiving over time?
• How many emails came from known versus unknown contacts?
• What is the breakdown of open action plans by category?
• What is the incidence of participation of my resource team in SRs over a period? How many open SRs are they apart of, presently?
• 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 theseare raised as critical?
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• How many messages resulted in new service request creation versus how many messages resulted in an updateto an existing service request?
• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
Channel Partner Manager
Code Name
ORA_ZPM_CHANNEL_PARTNER_MANAGER_JOB
Duty Roles
This job role is related to the following duty roles:
• Partner Channel Transaction Analysis Duty
Subject Areas
This job role secures access to the following subject areas:
• 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 Aggregate
• CRM - CRM Interaction Service Requests Real Time
• CRM - CRM Interactions Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
• CRM - CRM Work Orders Real Time
• Service - CRM Customer Coverage Real Time
• Service - CRM Inbound Messages Real Time
• Service - CRM Service Queue Resources Real Time
• Service - CRM Service Request Action Plan Actions Real Time
• Service - CRM Service Request Messages Real Time
• Service - CRM Service Request Milestones Real Time
• Service - CRM Service Request Resource Real Time
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• Service - CRM Service Request Tags Real Time
• Service - CRM Service Requests Real Time
• Service - CRM Social Post Real Time
Business Questions
This job role secures access to data that can answer the following business questions:
• What are the activity objectives for the current period?
• How do the number of activities in a region and their average SR resolution rates by quarter compare?
• How many times has the customer communicated with the contact center on this particular service request andwhat channels did they use?
• What is the interactions activity level across channels and agents? How do they compare across time periods?
• What are the rates for agents declining work offers?
• How often are communications being transferred between agents?
• Is the Service organization effectively handling new emails in the appropriate timeframe?
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• How does my team perform in meeting first response milestones versus resolution milestones?
• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• How many distinct customer contacts does an agent interact with through a given channel during a specificperiod?
• What are the latest revisions to activity objectives?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• How many interactions does it take on average to resolve an issue? What is the average interaction duration - byteam, agent, and channel?
• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
• Are we equipped to service the increase in coverages?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many contacts were not favored with a positive outcome with a given agent?
• How often do communications cross channels to get to resolution?
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• Across what channels do such non-SR interactions most often occur?
• What percentage of service requests involve at least one interaction?
• How many interactions are being lost/abandoned? How does this compare with previous periods?
• How many interactions, on average, does it require to resolve an issue?
• What product lines have a higher percentage of non-compliant SRs open?
• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Is the Service organization effectively handling new social service requests in the appropriate timeframe?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• How many interactions does it take before an SR is resolved? How does this vary across product lines andservice categories?
• How many are non-compliant, expected non-compliant, and expected compliant during my review of open workorders?
• How many showed up as compliant; how many were non-compliant during my review of completed workorders?
• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
• How many social posts are we receiving over time?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• Who has completed the most activity objectives?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• How many messages resulted in new service request creation versus update to existing service request?
• How many action plans are open and how long have they been open?
• Are there currently service requests that have missed the target milestone and require escalation?
• As an agent am I spreading myself too thin by being part of one too many SR teams?
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• What is the maximum number of distinct contacts that is involved with an SR before it is closed? Does this varyby SR category, product, and agent?
• What managers have teams averaging the most activities?
• How many customer interactions happen without an SR?
• What are our issue resolution rates for low and high cost channels?
• Are agents prematurely updating SRs as Resolved to make their numbers look better?
• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• How many new coverages begin in the ensuing month?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• What is the current count of inbound social requests by status and social channel?
• How many open SRs are linked to each tag?
• What are the activity levels in specific regions?
• Do customers contact us more often to solve issues or to seek answers to questions?
• 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?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
• How many were compliant and non-compliant when I, as an agent review my own completed work orders?
• To what extent has the number of customer coverages increased between two given dates?
• What is the current count of inbound email requests by status and mailbox?
• Are there action plans tracking late to an overall target completion date?
• What is the delay in estimated completion dates?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• By being part of the SR team, how many SR resolutions has my resource team been able to influence during thepast period?
• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• How many social posts came from known versus unknown contacts?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• Is my team following the norm that an SR must be opened (or updated) for every customer communication?
• On an average, how many interactions has it taken to resolve critical issues during the past month? How doesthat compare with previous months?
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• What channels are the most effective for resolving issues with a single interaction?
• What are the average handle times?
• 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 emails are we receiving over time?
• How many emails came from known versus unknown contacts?
• What is the breakdown of open action plans by category?
• What is the incidence of participation of my resource team in SRs over a period? How many open SRs are they apart of, presently?
• 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 theseare raised as critical?
• How many messages resulted in new service request creation versus how many messages resulted in an updateto an existing service request?
• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
Channel Partner Portal Administrator
Code Name
ORA_ZPM_CHANNEL_PARTNER_PORTAL_ADMINISTRATOR_JOB
Duty Roles
This job role is related to the following duty roles:
• Partner Channel Administrative Transaction Analysis Duty
Subject Areas
This job role secures access to the following subject areas:
• 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 Aggregate
• CRM - CRM Interaction Service Requests Real Time
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• CRM - CRM Interactions Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
• CRM - CRM Work Orders Real Time
• Service - CRM Customer Coverage Real Time
• Service - CRM Inbound Messages Real Time
• Service - CRM Service Queue Resources Real Time
• Service - CRM Service Request Action Plan Actions Real Time
• 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 Social Post Real Time
Business Questions
This job role secures access to data that can answer the following business questions:
• What are the activity objectives for the current period?
• How do the number of activities in a region and their average SR resolution rates by quarter compare?
• How many times has the customer communicated with the contact center on this particular service request andwhat channels did they use?
• What is the interactions activity level across channels and agents? How do they compare across time periods?
• What are the rates for agents declining work offers?
• How often are communications being transferred between agents?
• Is the Service organization effectively handling new emails in the appropriate timeframe?
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• How does my team perform in meeting first response milestones versus resolution milestones?
• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• How many distinct customer contacts does an agent interact with through a given channel during a specificperiod?
• What are the latest revisions to activity objectives?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• How many interactions does it take on average to resolve an issue? What is the average interaction duration - byteam, agent, and channel?
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• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
• Are we equipped to service the increase in coverages?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many contacts were not favored with a positive outcome with a given agent?
• How often do communications cross channels to get to resolution?
• Across what channels do such non-SR interactions most often occur?
• What percentage of service requests involve at least one interaction?
• How many interactions are being lost/abandoned? How does this compare with previous periods?
• How many interactions, on average, does it require to resolve an issue?
• What product lines have a higher percentage of non-compliant SRs open?
• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Is the Service organization effectively handling new social service requests in the appropriate timeframe?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• How many interactions does it take before an SR is resolved? How does this vary across product lines andservice categories?
• How many are non-compliant, expected non-compliant, and expected compliant during my review of open workorders?
• How many showed up as compliant; how many were non-compliant during my review of completed workorders?
• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
• How many social posts are we receiving over time?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• Who has completed the most activity objectives?
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• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• How many messages resulted in new service request creation versus update to existing service request?
• How many action plans are open and how long have they been open?
• Are there currently service requests that have missed the target milestone and require escalation?
• As an agent am I spreading myself too thin by being part of one too many SR teams?
• What is the maximum number of distinct contacts that is involved with an SR before it is closed? Does this varyby SR category, product, and agent?
• What managers have teams averaging the most activities?
• How many customer interactions happen without an SR?
• What are our issue resolution rates for low and high cost channels?
• Are agents prematurely updating SRs as Resolved to make their numbers look better?
• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• How many new coverages begin in the ensuing month?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• What is the current count of inbound social requests by status and social channel?
• How many open SRs are linked to each tag?
• What are the activity levels in specific regions?
• Do customers contact us more often to solve issues or to seek answers to questions?
• 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?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
• How many were compliant and non-compliant when I, as an agent review my own completed work orders?
• To what extent has the number of customer coverages increased between two given dates?
• What is the current count of inbound email requests by status and mailbox?
• Are there action plans tracking late to an overall target completion date?
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• What is the delay in estimated completion dates?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• By being part of the SR team, how many SR resolutions has my resource team been able to influence during thepast period?
• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• How many social posts came from known versus unknown contacts?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• Is my team following the norm that an SR must be opened (or updated) for every customer communication?
• On an average, how many interactions has it taken to resolve critical issues during the past month? How doesthat compare with previous months?
• What channels are the most effective for resolving issues with a single interaction?
• What are the average handle times?
• 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 emails are we receiving over time?
• How many emails came from known versus unknown contacts?
• What is the breakdown of open action plans by category?
• What is the incidence of participation of my resource team in SRs over a period? How many open SRs are they apart of, presently?
• 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 theseare raised as critical?
• How many messages resulted in new service request creation versus how many messages resulted in an updateto an existing service request?
• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
Channel Sales Director
Code Name
ORA_ZPM_CHANNEL_SALES_DIRECTOR_JOB
Duty Roles
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This job role is related to the following duty roles:
• Partner Channel Transaction Analysis Duty
Subject Areas
This job role secures access to the following subject areas:
• 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 Aggregate
• CRM - CRM Interaction Service Requests Real Time
• CRM - CRM Interactions Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
• CRM - CRM Work Orders Real Time
• Service - CRM Customer Coverage Real Time
• Service - CRM Inbound Messages Real Time
• Service - CRM Service Queue Resources Real Time
• Service - CRM Service Request Action Plan Actions Real Time
• 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 Social Post Real Time
Business Questions
This job role secures access to data that can answer the following business questions:
• What are the activity objectives for the current period?
• How do the number of activities in a region and their average SR resolution rates by quarter compare?
• How many times has the customer communicated with the contact center on this particular service request andwhat channels did they use?
• What is the interactions activity level across channels and agents? How do they compare across time periods?
• What are the rates for agents declining work offers?
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• How often are communications being transferred between agents?
• Is the Service organization effectively handling new emails in the appropriate timeframe?
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• How does my team perform in meeting first response milestones versus resolution milestones?
• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• How many distinct customer contacts does an agent interact with through a given channel during a specificperiod?
• What are the latest revisions to activity objectives?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• How many interactions does it take on average to resolve an issue? What is the average interaction duration - byteam, agent, and channel?
• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
• Are we equipped to service the increase in coverages?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many contacts were not favored with a positive outcome with a given agent?
• How often do communications cross channels to get to resolution?
• Across what channels do such non-SR interactions most often occur?
• What percentage of service requests involve at least one interaction?
• How many interactions are being lost/abandoned? How does this compare with previous periods?
• How many interactions, on average, does it require to resolve an issue?
• What product lines have a higher percentage of non-compliant SRs open?
• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Is the Service organization effectively handling new social service requests in the appropriate timeframe?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• How many interactions does it take before an SR is resolved? How does this vary across product lines andservice categories?
• How many are non-compliant, expected non-compliant, and expected compliant during my review of open workorders?
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• How many showed up as compliant; how many were non-compliant during my review of completed workorders?
• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
• How many social posts are we receiving over time?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• Who has completed the most activity objectives?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• How many messages resulted in new service request creation versus update to existing service request?
• How many action plans are open and how long have they been open?
• Are there currently service requests that have missed the target milestone and require escalation?
• As an agent am I spreading myself too thin by being part of one too many SR teams?
• What is the maximum number of distinct contacts that is involved with an SR before it is closed? Does this varyby SR category, product, and agent?
• What managers have teams averaging the most activities?
• How many customer interactions happen without an SR?
• What are our issue resolution rates for low and high cost channels?
• Are agents prematurely updating SRs as Resolved to make their numbers look better?
• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• How many new coverages begin in the ensuing month?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• What is the current count of inbound social requests by status and social channel?
• How many open SRs are linked to each tag?
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• What are the activity levels in specific regions?
• Do customers contact us more often to solve issues or to seek answers to questions?
• 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?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
• How many were compliant and non-compliant when I, as an agent review my own completed work orders?
• To what extent has the number of customer coverages increased between two given dates?
• What is the current count of inbound email requests by status and mailbox?
• Are there action plans tracking late to an overall target completion date?
• What is the delay in estimated completion dates?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• By being part of the SR team, how many SR resolutions has my resource team been able to influence during thepast period?
• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• How many social posts came from known versus unknown contacts?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• Is my team following the norm that an SR must be opened (or updated) for every customer communication?
• On an average, how many interactions has it taken to resolve critical issues during the past month? How doesthat compare with previous months?
• What channels are the most effective for resolving issues with a single interaction?
• What are the average handle times?
• 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 emails are we receiving over time?
• How many emails came from known versus unknown contacts?
• What is the breakdown of open action plans by category?
• What is the incidence of participation of my resource team in SRs over a period? How many open SRs are they apart of, presently?
• 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 theseare raised as critical?
• How many messages resulted in new service request creation versus how many messages resulted in an updateto an existing service request?
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• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
Channel Sales Manager
Code Name
ORA_ZPM_CHANNEL_SALES_MANAGER_JOB
Duty Roles
This job role is related to the following duty roles:
• Partner Channel Transaction Analysis Duty
Subject Areas
This job role secures access to the following subject areas:
• 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 Aggregate
• CRM - CRM Interaction Service Requests Real Time
• CRM - CRM Interactions Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
• CRM - CRM Work Orders Real Time
• Service - CRM Customer Coverage Real Time
• Service - CRM Inbound Messages Real Time
• Service - CRM Service Queue Resources Real Time
• Service - CRM Service Request Action Plan Actions Real Time
• 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
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• Service - CRM Social Post Real Time
Business Questions
This job role secures access to data that can answer the following business questions:
• What are the activity objectives for the current period?
• How do the number of activities in a region and their average SR resolution rates by quarter compare?
• How many times has the customer communicated with the contact center on this particular service request andwhat channels did they use?
• What is the interactions activity level across channels and agents? How do they compare across time periods?
• What are the rates for agents declining work offers?
• How often are communications being transferred between agents?
• Is the Service organization effectively handling new emails in the appropriate timeframe?
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• How does my team perform in meeting first response milestones versus resolution milestones?
• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• How many distinct customer contacts does an agent interact with through a given channel during a specificperiod?
• What are the latest revisions to activity objectives?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• How many interactions does it take on average to resolve an issue? What is the average interaction duration - byteam, agent, and channel?
• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
• Are we equipped to service the increase in coverages?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many contacts were not favored with a positive outcome with a given agent?
• How often do communications cross channels to get to resolution?
• Across what channels do such non-SR interactions most often occur?
• What percentage of service requests involve at least one interaction?
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• How many interactions are being lost/abandoned? How does this compare with previous periods?
• How many interactions, on average, does it require to resolve an issue?
• What product lines have a higher percentage of non-compliant SRs open?
• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Is the Service organization effectively handling new social service requests in the appropriate timeframe?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• How many interactions does it take before an SR is resolved? How does this vary across product lines andservice categories?
• How many are non-compliant, expected non-compliant, and expected compliant during my review of open workorders?
• How many showed up as compliant; how many were non-compliant during my review of completed workorders?
• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
• How many social posts are we receiving over time?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• Who has completed the most activity objectives?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• How many messages resulted in new service request creation versus update to existing service request?
• How many action plans are open and how long have they been open?
• Are there currently service requests that have missed the target milestone and require escalation?
• As an agent am I spreading myself too thin by being part of one too many SR teams?
• What is the maximum number of distinct contacts that is involved with an SR before it is closed? Does this varyby SR category, product, and agent?
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• What managers have teams averaging the most activities?
• How many customer interactions happen without an SR?
• What are our issue resolution rates for low and high cost channels?
• Are agents prematurely updating SRs as Resolved to make their numbers look better?
• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• How many new coverages begin in the ensuing month?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• What is the current count of inbound social requests by status and social channel?
• How many open SRs are linked to each tag?
• What are the activity levels in specific regions?
• Do customers contact us more often to solve issues or to seek answers to questions?
• 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?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
• How many were compliant and non-compliant when I, as an agent review my own completed work orders?
• To what extent has the number of customer coverages increased between two given dates?
• What is the current count of inbound email requests by status and mailbox?
• Are there action plans tracking late to an overall target completion date?
• What is the delay in estimated completion dates?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• By being part of the SR team, how many SR resolutions has my resource team been able to influence during thepast period?
• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• How many social posts came from known versus unknown contacts?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• Is my team following the norm that an SR must be opened (or updated) for every customer communication?
• On an average, how many interactions has it taken to resolve critical issues during the past month? How doesthat compare with previous months?
• What channels are the most effective for resolving issues with a single interaction?
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• What are the average handle times?
• 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 emails are we receiving over time?
• How many emails came from known versus unknown contacts?
• What is the breakdown of open action plans by category?
• What is the incidence of participation of my resource team in SRs over a period? How many open SRs are they apart of, presently?
• 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 theseare raised as critical?
• How many messages resulted in new service request creation versus how many messages resulted in an updateto an existing service request?
• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
Customer Relationship Management ApplicationAdministrator
Code Name
ORA_ZCA_CUSTOMER_RELATIONSHIP_MANAGEMENT_APPLICATION_ADMINISTRATOR_JOB
Duty Roles
This job role is related to the following duty roles:
• Service Administrative Transaction Analysis Duty
Subject Areas
This job role secures access to the following subject areas:
• 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 Aggregate
• CRM - CRM Interaction Service Requests Real Time
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• CRM - CRM Interactions Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
• CRM - CRM Work Orders Real Time
• Service - CRM Customer Coverage Real Time
• Service - CRM Inbound Messages Real Time
• Service - CRM Service Queue Resources Real Time
• Service - CRM Service Request Action Plan Actions Real Time
• 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 Social Post Real Time
Business Questions
This job role secures access to data that can answer the following business questions:
• What are the activity objectives for the current period?
• How do the number of activities in a region and their average SR resolution rates by quarter compare?
• How many times has the customer communicated with the contact center on this particular service request andwhat channels did they use?
• What is the interactions activity level across channels and agents? How do they compare across time periods?
• What are the rates for agents declining work offers?
• How often are communications being transferred between agents?
• Is the Service organization effectively handling new emails in the appropriate timeframe?
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• How does my team perform in meeting first response milestones versus resolution milestones?
• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• How many distinct customer contacts does an agent interact with through a given channel during a specificperiod?
• What are the latest revisions to activity objectives?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• How many interactions does it take on average to resolve an issue? What is the average interaction duration - byteam, agent, and channel?
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• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
• Are we equipped to service the increase in coverages?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many contacts were not favored with a positive outcome with a given agent?
• How often do communications cross channels to get to resolution?
• Across what channels do such non-SR interactions most often occur?
• What percentage of service requests involve at least one interaction?
• How many interactions are being lost/abandoned? How does this compare with previous periods?
• How many interactions, on average, does it require to resolve an issue?
• What product lines have a higher percentage of non-compliant SRs open?
• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Is the Service organization effectively handling new social service requests in the appropriate timeframe?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• How many interactions does it take before an SR is resolved? How does this vary across product lines andservice categories?
• How many are non-compliant, expected non-compliant, and expected compliant during my review of open workorders?
• How many showed up as compliant; how many were non-compliant during my review of completed workorders?
• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
• How many social posts are we receiving over time?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• Who has completed the most activity objectives?
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• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• How many messages resulted in new service request creation versus update to existing service request?
• How many action plans are open and how long have they been open?
• Are there currently service requests that have missed the target milestone and require escalation?
• As an agent am I spreading myself too thin by being part of one too many SR teams?
• What is the maximum number of distinct contacts that is involved with an SR before it is closed? Does this varyby SR category, product, and agent?
• What managers have teams averaging the most activities?
• How many customer interactions happen without an SR?
• What are our issue resolution rates for low and high cost channels?
• Are agents prematurely updating SRs as Resolved to make their numbers look better?
• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• How many new coverages begin in the ensuing month?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• What is the current count of inbound social requests by status and social channel?
• How many open SRs are linked to each tag?
• What are the activity levels in specific regions?
• Do customers contact us more often to solve issues or to seek answers to questions?
• 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?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
• How many were compliant and non-compliant when I, as an agent review my own completed work orders?
• To what extent has the number of customer coverages increased between two given dates?
• What is the current count of inbound email requests by status and mailbox?
• Are there action plans tracking late to an overall target completion date?
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• What is the delay in estimated completion dates?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• By being part of the SR team, how many SR resolutions has my resource team been able to influence during thepast period?
• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• How many social posts came from known versus unknown contacts?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• Is my team following the norm that an SR must be opened (or updated) for every customer communication?
• On an average, how many interactions has it taken to resolve critical issues during the past month? How doesthat compare with previous months?
• What channels are the most effective for resolving issues with a single interaction?
• What are the average handle times?
• 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 emails are we receiving over time?
• How many emails came from known versus unknown contacts?
• What is the breakdown of open action plans by category?
• What is the incidence of participation of my resource team in SRs over a period? How many open SRs are they apart of, presently?
• 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 theseare raised as critical?
• How many messages resulted in new service request creation versus how many messages resulted in an updateto an existing service request?
• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
Customer Service Manager
Code Name
ORA_SVC_CUSTOMER_SERVICE_MANAGER_JOB
Duty Roles
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This job role is related to the following duty roles:
• Service Managerial Transaction Analysis Duty
Subject Areas
This job role secures access to the following subject areas:
• 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 Aggregate
• CRM - CRM Interaction Service Requests Real Time
• CRM - CRM Interactions Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
• CRM - CRM Work Orders Real Time
• Service - CRM Customer Coverage Real Time
• Service - CRM Inbound Messages Real Time
• Service - CRM Service Queue Resources Real Time
• Service - CRM Service Request Action Plan Actions Real Time
• 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 Social Post Real Time
Business Questions
This job role secures access to data that can answer the following business questions:
• What are the activity objectives for the current period?
• How do the number of activities in a region and their average SR resolution rates by quarter compare?
• How many times has the customer communicated with the contact center on this particular service request andwhat channels did they use?
• What is the interactions activity level across channels and agents? How do they compare across time periods?
• What are the rates for agents declining work offers?
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• How often are communications being transferred between agents?
• Is the Service organization effectively handling new emails in the appropriate timeframe?
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• How does my team perform in meeting first response milestones versus resolution milestones?
• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• How many distinct customer contacts does an agent interact with through a given channel during a specificperiod?
• What are the latest revisions to activity objectives?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• How many interactions does it take on average to resolve an issue? What is the average interaction duration - byteam, agent, and channel?
• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
• Are we equipped to service the increase in coverages?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many contacts were not favored with a positive outcome with a given agent?
• How often do communications cross channels to get to resolution?
• Across what channels do such non-SR interactions most often occur?
• What percentage of service requests involve at least one interaction?
• How many interactions are being lost/abandoned? How does this compare with previous periods?
• How many interactions, on average, does it require to resolve an issue?
• What product lines have a higher percentage of non-compliant SRs open?
• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Is the Service organization effectively handling new social service requests in the appropriate timeframe?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• How many interactions does it take before an SR is resolved? How does this vary across product lines andservice categories?
• How many are non-compliant, expected non-compliant, and expected compliant during my review of open workorders?
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• How many showed up as compliant; how many were non-compliant during my review of completed workorders?
• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
• How many social posts are we receiving over time?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• Who has completed the most activity objectives?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• How many messages resulted in new service request creation versus update to existing service request?
• How many action plans are open and how long have they been open?
• Are there currently service requests that have missed the target milestone and require escalation?
• As an agent am I spreading myself too thin by being part of one too many SR teams?
• What is the maximum number of distinct contacts that is involved with an SR before it is closed? Does this varyby SR category, product, and agent?
• What managers have teams averaging the most activities?
• How many customer interactions happen without an SR?
• What are our issue resolution rates for low and high cost channels?
• Are agents prematurely updating SRs as Resolved to make their numbers look better?
• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• How many new coverages begin in the ensuing month?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• What is the current count of inbound social requests by status and social channel?
• How many open SRs are linked to each tag?
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• What are the activity levels in specific regions?
• Do customers contact us more often to solve issues or to seek answers to questions?
• 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?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
• How many were compliant and non-compliant when I, as an agent review my own completed work orders?
• To what extent has the number of customer coverages increased between two given dates?
• What is the current count of inbound email requests by status and mailbox?
• Are there action plans tracking late to an overall target completion date?
• What is the delay in estimated completion dates?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• By being part of the SR team, how many SR resolutions has my resource team been able to influence during thepast period?
• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• How many social posts came from known versus unknown contacts?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• Is my team following the norm that an SR must be opened (or updated) for every customer communication?
• On an average, how many interactions has it taken to resolve critical issues during the past month? How doesthat compare with previous months?
• What channels are the most effective for resolving issues with a single interaction?
• What are the average handle times?
• 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 emails are we receiving over time?
• How many emails came from known versus unknown contacts?
• What is the breakdown of open action plans by category?
• What is the incidence of participation of my resource team in SRs over a period? How many open SRs are they apart of, presently?
• 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 theseare raised as critical?
• How many messages resulted in new service request creation versus how many messages resulted in an updateto an existing service request?
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• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
Customer Service Representative
Code Name
ORA_SVC_CUSTOMER_SERVICE_REPRESENTATIVE_JOB
Duty Roles
This job role is related to the following duty roles:
• Service Transaction Analysis Duty
Subject Areas
This job role secures access to the following subject areas:
• 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 Aggregate
• CRM - CRM Interaction Service Requests Real Time
• CRM - CRM Interactions Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
• CRM - CRM Work Orders Real Time
• 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 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
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Business Questions
This job role secures access to data that can answer the following business questions:
• What are the activity objectives for the current period?
• How do the number of activities in a region and their average SR resolution rates by quarter compare?
• How many times has the customer communicated with the contact center on this particular service request andwhat channels did they use?
• What is the interactions activity level across channels and agents? How do they compare across time periods?
• What are the rates for agents declining work offers?
• How often are communications being transferred between agents?
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• How does my team perform in meeting first response milestones versus resolution milestones?
• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• How many distinct customer contacts does an agent interact with through a given channel during a specificperiod?
• What are the latest revisions to activity objectives?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• How many interactions does it take on average to resolve an issue? What is the average interaction duration - byteam, agent, and channel?
• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
• Are we equipped to service the increase in coverages?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many contacts were not favored with a positive outcome with a given agent?
• How often do communications cross channels to get to resolution?
• Across what channels do such non-SR interactions most often occur?
• What percentage of service requests involve at least one interaction?
• How many interactions are being lost/abandoned? How does this compare with previous periods?
• How many interactions, on average, does it require to resolve an issue?
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• What product lines have a higher percentage of non-compliant SRs open?
• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• How many interactions does it take before an SR is resolved? How does this vary across product lines andservice categories?
• How many are non-compliant, expected non-compliant, and expected compliant during my review of open workorders?
• How many showed up as compliant; how many were non-compliant during my review of completed workorders?
• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• Who has completed the most activity objectives?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• How many action plans are open and how long have they been open?
• Are there currently service requests that have missed the target milestone and require escalation?
• As an agent am I spreading myself too thin by being part of one too many SR teams?
• What is the maximum number of distinct contacts that is involved with an SR before it is closed? Does this varyby SR category, product, and agent?
• What managers have teams averaging the most activities?
• How many customer interactions happen without an SR?
• What are our issue resolution rates for low and high cost channels?
• Are agents prematurely updating SRs as Resolved to make their numbers look better?
• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
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• How long is it taking for offers to be made to agents?
• How many new coverages begin in the ensuing month?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• How many open SRs are linked to each tag?
• What are the activity levels in specific regions?
• Do customers contact us more often to solve issues or to seek answers to questions?
• 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?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
• How many were compliant and non-compliant when I, as an agent review my own completed work orders?
• To what extent has the number of customer coverages increased between two given dates?
• Are there action plans tracking late to an overall target completion date?
• What is the delay in estimated completion dates?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• By being part of the SR team, how many SR resolutions has my resource team been able to influence during thepast period?
• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• Is my team following the norm that an SR must be opened (or updated) for every customer communication?
• On an average, how many interactions has it taken to resolve critical issues during the past month? How doesthat compare with previous months?
• What channels are the most effective for resolving issues with a single interaction?
• What are the average handle times?
• 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?
• What is the breakdown of open action plans by category?
• What is the incidence of participation of my resource team in SRs over a period? How many open SRs are they apart of, presently?
• 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 theseare raised as critical?
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• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
Human Resource Help Desk Administrator
Code Name
ORA_SVC_HUMAN_RESOURCE_HELP_DESK_ADMINISTRATOR_JOB
Duty Roles
This job role is related to the following duty roles:
• HR Help Desk Administrator Transaction Analysis Duty
Subject Areas
This job role secures access to the following subject areas:
• CRM - CRM Activity Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
• Service - CRM Inbound Messages Real Time
• Service - CRM Service Queue Resources Real Time
• 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
Business Questions
This job role secures access to data that can answer the following business questions:
• What are the rates for agents declining work offers?
• How often are communications being transferred between agents?
• Is the Service organization effectively handling new emails in the appropriate timeframe?
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• How does my team perform in meeting first response milestones versus resolution milestones?
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• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many interactions, on average, does it require to resolve an issue?
• What product lines have a higher percentage of non-compliant SRs open?
• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• How many messages resulted in new service request creation versus update to existing service request?
• Are there currently service requests that have missed the target milestone and require escalation?
• As an agent am I spreading myself too thin by being part of one too many SR teams?
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• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• How many open SRs are linked to each tag?
• What percent of communications are resolved the first time? What is the most commonly used channel?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
• What is the current count of inbound email requests by status and mailbox?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• By being part of the SR team, how many SR resolutions has my resource team been able to influence during thepast period?
• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• What are the average handle times?
• How many emails are we receiving over time?
• How many emails came from known versus unknown contacts?
• What is the incidence of participation of my resource team in SRs over a period? How many open SRs are they apart of, presently?
• 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 theseare raised as critical?
• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
Human Resource Help Desk Agent
Code Name
ORA_SVC_HUMAN_RESOURCE_HELP_DESK_AGENT_JOB
Duty Roles
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This job role is related to the following duty roles:
• HR Help Desk Agent Transaction Analysis Duty
Subject Areas
This job role secures access to the following subject areas:
• CRM - CRM Activity Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
• Service - CRM Service Queue Resources Real Time
• 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
Business Questions
This job role secures access to data that can answer the following business questions:
• What are the rates for agents declining work offers?
• How often are communications being transferred between agents?
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• How does my team perform in meeting first response milestones versus resolution milestones?
• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many interactions, on average, does it require to resolve an issue?
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• What product lines have a higher percentage of non-compliant SRs open?
• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• Are there currently service requests that have missed the target milestone and require escalation?
• As an agent am I spreading myself too thin by being part of one too many SR teams?
• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• How many open SRs are linked to each tag?
• What percent of communications are resolved the first time? What is the most commonly used channel?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• By being part of the SR team, how many SR resolutions has my resource team been able to influence during thepast period?
• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
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• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• What are the average handle times?
• What is the incidence of participation of my resource team in SRs over a period? How many open SRs are they apart of, presently?
• 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 theseare raised as critical?
• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
Human Resource Help Desk Manager
Code Name
ORA_SVC_HUMAN_RESOURCE_HELP_DESK_MANAGER_JOB
Duty Roles
This job role is related to the following duty roles:
• HR Help Desk Manager Transaction Analysis Duty
Subject Areas
This job role secures access to the following subject areas:
• CRM - CRM Activity Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
• Service - CRM Inbound Messages Real Time
• Service - CRM Service Queue Resources Real Time
• 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
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Business Questions
This job role secures access to data that can answer the following business questions:
• What are the rates for agents declining work offers?
• How often are communications being transferred between agents?
• Is the Service organization effectively handling new emails in the appropriate timeframe?
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• How does my team perform in meeting first response milestones versus resolution milestones?
• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many interactions, on average, does it require to resolve an issue?
• What product lines have a higher percentage of non-compliant SRs open?
• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
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• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• How many messages resulted in new service request creation versus update to existing service request?
• Are there currently service requests that have missed the target milestone and require escalation?
• As an agent am I spreading myself too thin by being part of one too many SR teams?
• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• How many open SRs are linked to each tag?
• What percent of communications are resolved the first time? What is the most commonly used channel?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
• What is the current count of inbound email requests by status and mailbox?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• By being part of the SR team, how many SR resolutions has my resource team been able to influence during thepast period?
• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• What are the average handle times?
• How many emails are we receiving over time?
• How many emails came from known versus unknown contacts?
• What is the incidence of participation of my resource team in SRs over a period? How many open SRs are they apart of, presently?
• 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 theseare raised as critical?
• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
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Not assinged to a job role
Code Name
Not assinged to a job role
Duty Roles
This job role is related to the following duty roles:
• User System Usage Transaction Analysis Duty
Subject Areas
This job role secures access to the following subject areas:
• Sales - CRM Resource System Usage
• User System Usage
Business Questions
This job role secures access to data that can answer the following business questions:
• Who are the users who have not logged in the system in the last week?
• Who are the top 10 active users of the system?
• Users belonging to what job title are most active in the system?
• How is the user activity split across Channel (Web/Mobile/Mail)?
• Who are the top 10 active / bottom 10 inactive employees from a user adoption perspective?
• How many days was a resource active by channel?
• How are the employees using the system based on Channel (Web/Mobile/Mail)
• Which department has the highest number of Active users?
Partner Administrator
Code Name
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ORA_ZPM_PARTNER_ADMINISTRATOR_JOB
Duty Roles
This job role is related to the following duty roles:
• Partner Org Transaction Analysis Duty
Subject Areas
This job role secures access to the following subject areas:
• 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 Aggregate
• CRM - CRM Interaction Service Requests Real Time
• CRM - CRM Interactions Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
• CRM - CRM Work Orders Real Time
• Service - CRM Customer Coverage Real Time
• Service - CRM Inbound Messages Real Time
• Service - CRM Service Queue Resources Real Time
• Service - CRM Service Request Action Plan Actions Real Time
• Service - CRM Service Request Messages Real Time
• Service - CRM Service Request Milestones Real Time
• Service - CRM Service Request Tags Real Time
• Service - CRM Service Requests Real Time
• Service - CRM Social Post Real Time
Business Questions
This job role secures access to data that can answer the following business questions:
• What are the activity objectives for the current period?
• How do the number of activities in a region and their average SR resolution rates by quarter compare?
• How many times has the customer communicated with the contact center on this particular service request andwhat channels did they use?
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• What is the interactions activity level across channels and agents? How do they compare across time periods?
• What are the rates for agents declining work offers?
• How often are communications being transferred between agents?
• Is the Service organization effectively handling new emails in the appropriate timeframe?
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• How does my team perform in meeting first response milestones versus resolution milestones?
• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• How many distinct customer contacts does an agent interact with through a given channel during a specificperiod?
• What are the latest revisions to activity objectives?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• How many interactions does it take on average to resolve an issue? What is the average interaction duration - byteam, agent, and channel?
• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
• Are we equipped to service the increase in coverages?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many contacts were not favored with a positive outcome with a given agent?
• How often do communications cross channels to get to resolution?
• Across what channels do such non-SR interactions most often occur?
• What percentage of service requests involve at least one interaction?
• How many interactions are being lost/abandoned? How does this compare with previous periods?
• How many interactions, on average, does it require to resolve an issue?
• What product lines have a higher percentage of non-compliant SRs open?
• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Is the Service organization effectively handling new social service requests in the appropriate timeframe?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• How many interactions does it take before an SR is resolved? How does this vary across product lines andservice categories?
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• How many are non-compliant, expected non-compliant, and expected compliant during my review of open workorders?
• How many showed up as compliant; how many were non-compliant during my review of completed workorders?
• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
• How many social posts are we receiving over time?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• Who has completed the most activity objectives?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• How many messages resulted in new service request creation versus update to existing service request?
• How many action plans are open and how long have they been open?
• Are there currently service requests that have missed the target milestone and require escalation?
• What is the maximum number of distinct contacts that is involved with an SR before it is closed? Does this varyby SR category, product, and agent?
• What managers have teams averaging the most activities?
• How many customer interactions happen without an SR?
• What are our issue resolution rates for low and high cost channels?
• Are agents prematurely updating SRs as Resolved to make their numbers look better?
• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• How many new coverages begin in the ensuing month?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• What is the current count of inbound social requests by status and social channel?
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• How many open SRs are linked to each tag?
• What are the activity levels in specific regions?
• Do customers contact us more often to solve issues or to seek answers to questions?
• 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?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
• How many were compliant and non-compliant when I, as an agent review my own completed work orders?
• To what extent has the number of customer coverages increased between two given dates?
• What is the current count of inbound email requests by status and mailbox?
• Are there action plans tracking late to an overall target completion date?
• What is the delay in estimated completion dates?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• How many social posts came from known versus unknown contacts?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• Is my team following the norm that an SR must be opened (or updated) for every customer communication?
• On an average, how many interactions has it taken to resolve critical issues during the past month? How doesthat compare with previous months?
• What channels are the most effective for resolving issues with a single interaction?
• What are the average handle times?
• 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 emails are we receiving over time?
• How many emails came from known versus unknown contacts?
• What is the breakdown of open action plans by category?
• 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 theseare raised as critical?
• How many messages resulted in new service request creation versus how many messages resulted in an updateto an existing service request?
• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
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Partner Sales Manager
Code Name
ORA_ZPM_PARTNER_SALES_MANAGER_JOB
Duty Roles
This job role is related to the following duty roles:
• Partner Org Transaction Analysis Duty
Subject Areas
This job role secures access to the following subject areas:
• 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 Aggregate
• CRM - CRM Interaction Service Requests Real Time
• CRM - CRM Interactions Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
• CRM - CRM Work Orders Real Time
• Service - CRM Customer Coverage Real Time
• Service - CRM Inbound Messages Real Time
• Service - CRM Service Queue Resources Real Time
• Service - CRM Service Request Action Plan Actions Real Time
• Service - CRM Service Request Messages Real Time
• Service - CRM Service Request Milestones Real Time
• Service - CRM Service Request Tags Real Time
• Service - CRM Service Requests Real Time
• Service - CRM Social Post Real Time
Business Questions
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This job role secures access to data that can answer the following business questions:
• What are the activity objectives for the current period?
• How do the number of activities in a region and their average SR resolution rates by quarter compare?
• How many times has the customer communicated with the contact center on this particular service request andwhat channels did they use?
• What is the interactions activity level across channels and agents? How do they compare across time periods?
• What are the rates for agents declining work offers?
• How often are communications being transferred between agents?
• Is the Service organization effectively handling new emails in the appropriate timeframe?
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• How does my team perform in meeting first response milestones versus resolution milestones?
• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• How many distinct customer contacts does an agent interact with through a given channel during a specificperiod?
• What are the latest revisions to activity objectives?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• How many interactions does it take on average to resolve an issue? What is the average interaction duration - byteam, agent, and channel?
• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
• Are we equipped to service the increase in coverages?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many contacts were not favored with a positive outcome with a given agent?
• How often do communications cross channels to get to resolution?
• Across what channels do such non-SR interactions most often occur?
• What percentage of service requests involve at least one interaction?
• How many interactions are being lost/abandoned? How does this compare with previous periods?
• How many interactions, on average, does it require to resolve an issue?
• What product lines have a higher percentage of non-compliant SRs open?
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• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Is the Service organization effectively handling new social service requests in the appropriate timeframe?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• How many interactions does it take before an SR is resolved? How does this vary across product lines andservice categories?
• How many are non-compliant, expected non-compliant, and expected compliant during my review of open workorders?
• How many showed up as compliant; how many were non-compliant during my review of completed workorders?
• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
• How many social posts are we receiving over time?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• Who has completed the most activity objectives?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• How many messages resulted in new service request creation versus update to existing service request?
• How many action plans are open and how long have they been open?
• Are there currently service requests that have missed the target milestone and require escalation?
• What is the maximum number of distinct contacts that is involved with an SR before it is closed? Does this varyby SR category, product, and agent?
• What managers have teams averaging the most activities?
• How many customer interactions happen without an SR?
• What are our issue resolution rates for low and high cost channels?
• Are agents prematurely updating SRs as Resolved to make their numbers look better?
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• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• How many new coverages begin in the ensuing month?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• What is the current count of inbound social requests by status and social channel?
• How many open SRs are linked to each tag?
• What are the activity levels in specific regions?
• Do customers contact us more often to solve issues or to seek answers to questions?
• 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?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
• How many were compliant and non-compliant when I, as an agent review my own completed work orders?
• To what extent has the number of customer coverages increased between two given dates?
• What is the current count of inbound email requests by status and mailbox?
• Are there action plans tracking late to an overall target completion date?
• What is the delay in estimated completion dates?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• How many social posts came from known versus unknown contacts?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• Is my team following the norm that an SR must be opened (or updated) for every customer communication?
• On an average, how many interactions has it taken to resolve critical issues during the past month? How doesthat compare with previous months?
• What channels are the most effective for resolving issues with a single interaction?
• What are the average handle times?
• 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 emails are we receiving over time?
• How many emails came from known versus unknown contacts?
• What is the breakdown of open action plans by category?
• How does the aging profile of SRs look like? Are there any outliers calling for intervention?
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• How many SRs are unassigned for more than a day? Who are the impacted customers? How of many of theseare raised as critical?
• How many messages resulted in new service request creation versus how many messages resulted in an updateto an existing service request?
• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
Partner Sales Representative
Code Name
ORA_ZPM_PARTNER_SALES_REPRESENTATIVE_JOB
Duty Roles
This job role is related to the following duty roles:
• Partner Org Transaction Analysis Duty
Subject Areas
This job role secures access to the following subject areas:
• 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 Aggregate
• CRM - CRM Interaction Service Requests Real Time
• CRM - CRM Interactions Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
• CRM - CRM Work Orders Real Time
• Service - CRM Customer Coverage Real Time
• Service - CRM Inbound Messages Real Time
• Service - CRM Service Queue Resources Real Time
• Service - CRM Service Request Action Plan Actions Real Time
• Service - CRM Service Request Messages Real Time
• Service - CRM Service Request Milestones Real Time
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• Service - CRM Service Request Tags Real Time
• Service - CRM Service Requests Real Time
• Service - CRM Social Post Real Time
Business Questions
This job role secures access to data that can answer the following business questions:
• What are the activity objectives for the current period?
• How do the number of activities in a region and their average SR resolution rates by quarter compare?
• How many times has the customer communicated with the contact center on this particular service request andwhat channels did they use?
• What is the interactions activity level across channels and agents? How do they compare across time periods?
• What are the rates for agents declining work offers?
• How often are communications being transferred between agents?
• Is the Service organization effectively handling new emails in the appropriate timeframe?
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• How does my team perform in meeting first response milestones versus resolution milestones?
• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• How many distinct customer contacts does an agent interact with through a given channel during a specificperiod?
• What are the latest revisions to activity objectives?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• How many interactions does it take on average to resolve an issue? What is the average interaction duration - byteam, agent, and channel?
• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
• Are we equipped to service the increase in coverages?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many contacts were not favored with a positive outcome with a given agent?
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• How often do communications cross channels to get to resolution?
• Across what channels do such non-SR interactions most often occur?
• What percentage of service requests involve at least one interaction?
• How many interactions are being lost/abandoned? How does this compare with previous periods?
• How many interactions, on average, does it require to resolve an issue?
• What product lines have a higher percentage of non-compliant SRs open?
• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Is the Service organization effectively handling new social service requests in the appropriate timeframe?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• How many interactions does it take before an SR is resolved? How does this vary across product lines andservice categories?
• How many are non-compliant, expected non-compliant, and expected compliant during my review of open workorders?
• How many showed up as compliant; how many were non-compliant during my review of completed workorders?
• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
• How many social posts are we receiving over time?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• Who has completed the most activity objectives?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• How many messages resulted in new service request creation versus update to existing service request?
• How many action plans are open and how long have they been open?
• Are there currently service requests that have missed the target milestone and require escalation?
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• What is the maximum number of distinct contacts that is involved with an SR before it is closed? Does this varyby SR category, product, and agent?
• What managers have teams averaging the most activities?
• How many customer interactions happen without an SR?
• What are our issue resolution rates for low and high cost channels?
• Are agents prematurely updating SRs as Resolved to make their numbers look better?
• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• How many new coverages begin in the ensuing month?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• What is the current count of inbound social requests by status and social channel?
• How many open SRs are linked to each tag?
• What are the activity levels in specific regions?
• Do customers contact us more often to solve issues or to seek answers to questions?
• 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?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
• How many were compliant and non-compliant when I, as an agent review my own completed work orders?
• To what extent has the number of customer coverages increased between two given dates?
• What is the current count of inbound email requests by status and mailbox?
• Are there action plans tracking late to an overall target completion date?
• What is the delay in estimated completion dates?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• How many social posts came from known versus unknown contacts?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• Is my team following the norm that an SR must be opened (or updated) for every customer communication?
• On an average, how many interactions has it taken to resolve critical issues during the past month? How doesthat compare with previous months?
• What channels are the most effective for resolving issues with a single interaction?
• What are the average handle times?
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• 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 emails are we receiving over time?
• How many emails came from known versus unknown contacts?
• What is the breakdown of open action plans by category?
• 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 theseare raised as critical?
• How many messages resulted in new service request creation versus how many messages resulted in an updateto an existing service request?
• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
Sales Administrator
Code Name
ORA_ZBS_SALES_ADMINISTRATOR_JOB
Duty Roles
This job role is related to the following duty roles:
• Sales Administrative Transaction Analysis Duty
• Service Administrative Transaction Analysis Duty
Subject Areas
This job role secures access to the following subject areas:
• 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 Aggregate
• CRM - CRM Interaction Service Requests Real Time
• CRM - CRM Interactions Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
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• CRM - CRM Work Orders Real Time
• Service - CRM Customer Coverage Real Time
• Service - CRM Inbound Messages Real Time
• Service - CRM Service Queue Resources Real Time
• Service - CRM Service Request Action Plan Actions Real Time
• 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 Social Post Real Time
Business Questions
This job role secures access to data that can answer the following business questions:
• What are the activity objectives for the current period?
• How do the number of activities in a region and their average SR resolution rates by quarter compare?
• How many times has the customer communicated with the contact center on this particular service request andwhat channels did they use?
• What is the interactions activity level across channels and agents? How do they compare across time periods?
• What are the rates for agents declining work offers?
• How often are communications being transferred between agents?
• Is the Service organization effectively handling new emails in the appropriate timeframe?
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• How does my team perform in meeting first response milestones versus resolution milestones?
• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• How many distinct customer contacts does an agent interact with through a given channel during a specificperiod?
• What are the latest revisions to activity objectives?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• How many interactions does it take on average to resolve an issue? What is the average interaction duration - byteam, agent, and channel?
• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
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• Are we equipped to service the increase in coverages?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many contacts were not favored with a positive outcome with a given agent?
• How often do communications cross channels to get to resolution?
• Across what channels do such non-SR interactions most often occur?
• What percentage of service requests involve at least one interaction?
• How many interactions are being lost/abandoned? How does this compare with previous periods?
• How many interactions, on average, does it require to resolve an issue?
• What product lines have a higher percentage of non-compliant SRs open?
• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Is the Service organization effectively handling new social service requests in the appropriate timeframe?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• How many interactions does it take before an SR is resolved? How does this vary across product lines andservice categories?
• How many are non-compliant, expected non-compliant, and expected compliant during my review of open workorders?
• How many showed up as compliant; how many were non-compliant during my review of completed workorders?
• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
• How many social posts are we receiving over time?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• Who has completed the most activity objectives?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
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• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• How many messages resulted in new service request creation versus update to existing service request?
• How many action plans are open and how long have they been open?
• Are there currently service requests that have missed the target milestone and require escalation?
• As an agent am I spreading myself too thin by being part of one too many SR teams?
• What is the maximum number of distinct contacts that is involved with an SR before it is closed? Does this varyby SR category, product, and agent?
• What managers have teams averaging the most activities?
• How many customer interactions happen without an SR?
• What are our issue resolution rates for low and high cost channels?
• Are agents prematurely updating SRs as Resolved to make their numbers look better?
• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• How many new coverages begin in the ensuing month?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• What is the current count of inbound social requests by status and social channel?
• How many open SRs are linked to each tag?
• What are the activity levels in specific regions?
• Do customers contact us more often to solve issues or to seek answers to questions?
• 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?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
• How many were compliant and non-compliant when I, as an agent review my own completed work orders?
• To what extent has the number of customer coverages increased between two given dates?
• What is the current count of inbound email requests by status and mailbox?
• Are there action plans tracking late to an overall target completion date?
• What is the delay in estimated completion dates?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• By being part of the SR team, how many SR resolutions has my resource team been able to influence during thepast period?
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• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• How many social posts came from known versus unknown contacts?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• Is my team following the norm that an SR must be opened (or updated) for every customer communication?
• On an average, how many interactions has it taken to resolve critical issues during the past month? How doesthat compare with previous months?
• What channels are the most effective for resolving issues with a single interaction?
• What are the average handle times?
• 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 emails are we receiving over time?
• How many emails came from known versus unknown contacts?
• What is the breakdown of open action plans by category?
• What is the incidence of participation of my resource team in SRs over a period? How many open SRs are they apart of, presently?
• 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 theseare raised as critical?
• How many messages resulted in new service request creation versus how many messages resulted in an updateto an existing service request?
• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
Sales Lead Qualifier
Code Name
ORA_MKL_SALES_LEAD_QUALIFIER_JOB
Duty Roles
This job role is related to the following duty roles:
• Marketing Lead Transaction Analysis Duty
Subject Areas
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This job role secures access to the following subject areas:
• CRM - CRM Activity Contact Real Time
• CRM - CRM Activity Real Time
• CRM - CRM Activity Resource Real Time
Business Questions
This job role secures access to data that can answer the following business questions:
• How do the number of activities in a region and their average SR resolution rates by quarter compare?
• How many distinct customer contacts does an agent interact with through a given channel during a specificperiod?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• How many contacts were not favored with a positive outcome with a given agent?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• What is the maximum number of distinct contacts that is involved with an SR before it is closed? Does this varyby SR category, product, and agent?
• What managers have teams averaging the most activities?
• What are the activity levels in specific regions?
Sales Manager
Code Name
ORA_ZBS_SALES_MANAGER_JOB
Duty Roles
This job role is related to the following duty roles:
• Marketing Lead Transaction Analysis Duty
• Sales Campaign Transaction Analysis Duty
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• Sales Managerial Transaction Analysis Duty
Subject Areas
This job role secures access to the following subject areas:
• 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 Aggregate
• CRM - CRM Interaction Service Requests Real Time
• CRM - CRM Interactions Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
• CRM - CRM Work Orders Real Time
• 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 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
Business Questions
This job role secures access to data that can answer the following business questions:
• What are the activity objectives for the current period?
• How do the number of activities in a region and their average SR resolution rates by quarter compare?
• How many times has the customer communicated with the contact center on this particular service request andwhat channels did they use?
• What is the interactions activity level across channels and agents? How do they compare across time periods?
• What are the rates for agents declining work offers?
• How often are communications being transferred between agents?
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• How does my team perform in meeting first response milestones versus resolution milestones?
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• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• How many distinct customer contacts does an agent interact with through a given channel during a specificperiod?
• What are the latest revisions to activity objectives?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• How many interactions does it take on average to resolve an issue? What is the average interaction duration - byteam, agent, and channel?
• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
• Are we equipped to service the increase in coverages?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many contacts were not favored with a positive outcome with a given agent?
• How often do communications cross channels to get to resolution?
• Across what channels do such non-SR interactions most often occur?
• What percentage of service requests involve at least one interaction?
• How many interactions are being lost/abandoned? How does this compare with previous periods?
• How many interactions, on average, does it require to resolve an issue?
• What product lines have a higher percentage of non-compliant SRs open?
• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• How many interactions does it take before an SR is resolved? How does this vary across product lines andservice categories?
• How many are non-compliant, expected non-compliant, and expected compliant during my review of open workorders?
• How many showed up as compliant; how many were non-compliant during my review of completed workorders?
• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
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• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• Who has completed the most activity objectives?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• How many action plans are open and how long have they been open?
• Are there currently service requests that have missed the target milestone and require escalation?
• As an agent am I spreading myself too thin by being part of one too many SR teams?
• What is the maximum number of distinct contacts that is involved with an SR before it is closed? Does this varyby SR category, product, and agent?
• What managers have teams averaging the most activities?
• How many customer interactions happen without an SR?
• What are our issue resolution rates for low and high cost channels?
• Are agents prematurely updating SRs as Resolved to make their numbers look better?
• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• How many new coverages begin in the ensuing month?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• How many open SRs are linked to each tag?
• What are the activity levels in specific regions?
• Do customers contact us more often to solve issues or to seek answers to questions?
• 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?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
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• How many were compliant and non-compliant when I, as an agent review my own completed work orders?
• To what extent has the number of customer coverages increased between two given dates?
• Are there action plans tracking late to an overall target completion date?
• What is the delay in estimated completion dates?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• By being part of the SR team, how many SR resolutions has my resource team been able to influence during thepast period?
• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• Is my team following the norm that an SR must be opened (or updated) for every customer communication?
• On an average, how many interactions has it taken to resolve critical issues during the past month? How doesthat compare with previous months?
• What channels are the most effective for resolving issues with a single interaction?
• What are the average handle times?
• 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?
• What is the breakdown of open action plans by category?
• What is the incidence of participation of my resource team in SRs over a period? How many open SRs are they apart of, presently?
• 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 theseare raised as critical?
• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
Sales Representative
Code Name
ORA_ZBS_SALES_REPRESENTATIVE_JOB
Duty Roles
This job role is related to the following duty roles:
• Marketing Lead Transaction Analysis Duty
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• Sales Campaign Transaction Analysis Duty
• Sales Transaction Analysis Duty
Subject Areas
This job role secures access to the following subject areas:
• 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 Aggregate
• CRM - CRM Interaction Service Requests Real Time
• CRM - CRM Interactions Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
• CRM - CRM Work Orders Real Time
• 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 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
Business Questions
This job role secures access to data that can answer the following business questions:
• What are the activity objectives for the current period?
• How do the number of activities in a region and their average SR resolution rates by quarter compare?
• How many times has the customer communicated with the contact center on this particular service request andwhat channels did they use?
• What is the interactions activity level across channels and agents? How do they compare across time periods?
• What are the rates for agents declining work offers?
• How often are communications being transferred between agents?
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
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• How does my team perform in meeting first response milestones versus resolution milestones?
• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• How many distinct customer contacts does an agent interact with through a given channel during a specificperiod?
• What are the latest revisions to activity objectives?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• How many interactions does it take on average to resolve an issue? What is the average interaction duration - byteam, agent, and channel?
• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
• Are we equipped to service the increase in coverages?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many contacts were not favored with a positive outcome with a given agent?
• How often do communications cross channels to get to resolution?
• Across what channels do such non-SR interactions most often occur?
• What percentage of service requests involve at least one interaction?
• How many interactions are being lost/abandoned? How does this compare with previous periods?
• How many interactions, on average, does it require to resolve an issue?
• What product lines have a higher percentage of non-compliant SRs open?
• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• How many interactions does it take before an SR is resolved? How does this vary across product lines andservice categories?
• How many are non-compliant, expected non-compliant, and expected compliant during my review of open workorders?
• How many showed up as compliant; how many were non-compliant during my review of completed workorders?
• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
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• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• Who has completed the most activity objectives?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• How many action plans are open and how long have they been open?
• Are there currently service requests that have missed the target milestone and require escalation?
• As an agent am I spreading myself too thin by being part of one too many SR teams?
• What is the maximum number of distinct contacts that is involved with an SR before it is closed? Does this varyby SR category, product, and agent?
• What managers have teams averaging the most activities?
• How many customer interactions happen without an SR?
• What are our issue resolution rates for low and high cost channels?
• Are agents prematurely updating SRs as Resolved to make their numbers look better?
• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• How many new coverages begin in the ensuing month?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• How many open SRs are linked to each tag?
• What are the activity levels in specific regions?
• Do customers contact us more often to solve issues or to seek answers to questions?
• 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?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
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• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
• How many were compliant and non-compliant when I, as an agent review my own completed work orders?
• To what extent has the number of customer coverages increased between two given dates?
• Are there action plans tracking late to an overall target completion date?
• What is the delay in estimated completion dates?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• By being part of the SR team, how many SR resolutions has my resource team been able to influence during thepast period?
• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• Is my team following the norm that an SR must be opened (or updated) for every customer communication?
• On an average, how many interactions has it taken to resolve critical issues during the past month? How doesthat compare with previous months?
• What channels are the most effective for resolving issues with a single interaction?
• What are the average handle times?
• 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?
• What is the breakdown of open action plans by category?
• What is the incidence of participation of my resource team in SRs over a period? How many open SRs are they apart of, presently?
• 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 theseare raised as critical?
• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
Sales Restricted User
Code Name
ORA_ZBS_SALES_RESTRICTED_USER_JOB
Duty Roles
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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 Activity Contact Real Time
• CRM - CRM Activity Objective Real Time
• CRM - CRM Activity Real Time
• CRM - CRM Activity Resource Real Time
• CRM - CRM Interaction Aggregate
• CRM - CRM Interaction Service Requests Real Time
• CRM - CRM Interactions Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
• CRM - CRM Work Orders Real Time
• 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 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
Business Questions
This job role secures access to data that can answer the following business questions:
• What are the activity objectives for the current period?
• How do the number of activities in a region and their average SR resolution rates by quarter compare?
• How many times has the customer communicated with the contact center on this particular service request andwhat channels did they use?
• What is the interactions activity level across channels and agents? How do they compare across time periods?
• What are the rates for agents declining work offers?
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• How often are communications being transferred between agents?
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• How does my team perform in meeting first response milestones versus resolution milestones?
• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• How many distinct customer contacts does an agent interact with through a given channel during a specificperiod?
• What are the latest revisions to activity objectives?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• How many interactions does it take on average to resolve an issue? What is the average interaction duration - byteam, agent, and channel?
• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
• Are we equipped to service the increase in coverages?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many contacts were not favored with a positive outcome with a given agent?
• How often do communications cross channels to get to resolution?
• Across what channels do such non-SR interactions most often occur?
• What percentage of service requests involve at least one interaction?
• How many interactions are being lost/abandoned? How does this compare with previous periods?
• How many interactions, on average, does it require to resolve an issue?
• What product lines have a higher percentage of non-compliant SRs open?
• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• How many interactions does it take before an SR is resolved? How does this vary across product lines andservice categories?
• How many are non-compliant, expected non-compliant, and expected compliant during my review of open workorders?
• How many showed up as compliant; how many were non-compliant during my review of completed workorders?
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• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• Who has completed the most activity objectives?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• How many action plans are open and how long have they been open?
• Are there currently service requests that have missed the target milestone and require escalation?
• As an agent am I spreading myself too thin by being part of one too many SR teams?
• What is the maximum number of distinct contacts that is involved with an SR before it is closed? Does this varyby SR category, product, and agent?
• What managers have teams averaging the most activities?
• How many customer interactions happen without an SR?
• What are our issue resolution rates for low and high cost channels?
• Are agents prematurely updating SRs as Resolved to make their numbers look better?
• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• How many new coverages begin in the ensuing month?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• How many open SRs are linked to each tag?
• What are the activity levels in specific regions?
• Do customers contact us more often to solve issues or to seek answers to questions?
• 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?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
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• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
• How many were compliant and non-compliant when I, as an agent review my own completed work orders?
• To what extent has the number of customer coverages increased between two given dates?
• Are there action plans tracking late to an overall target completion date?
• What is the delay in estimated completion dates?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• By being part of the SR team, how many SR resolutions has my resource team been able to influence during thepast period?
• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• Is my team following the norm that an SR must be opened (or updated) for every customer communication?
• On an average, how many interactions has it taken to resolve critical issues during the past month? How doesthat compare with previous months?
• What channels are the most effective for resolving issues with a single interaction?
• What are the average handle times?
• 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?
• What is the breakdown of open action plans by category?
• What is the incidence of participation of my resource team in SRs over a period? How many open SRs are they apart of, presently?
• 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 theseare raised as critical?
• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
Sales VP
Code Name
ORA_ZBS_SALES_VP_JOB
Duty Roles
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This job role is related to the following duty roles:
• Marketing Lead Transaction Analysis Duty
• Sales Campaign Transaction Analysis Duty
• Sales Executive Transaction Analysis Duty
Subject Areas
This job role secures access to the following subject areas:
• 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 Aggregate
• CRM - CRM Interaction Service Requests Real Time
• CRM - CRM Interactions Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
• CRM - CRM Work Orders Real Time
• 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 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
Business Questions
This job role secures access to data that can answer the following business questions:
• What are the activity objectives for the current period?
• How do the number of activities in a region and their average SR resolution rates by quarter compare?
• How many times has the customer communicated with the contact center on this particular service request andwhat channels did they use?
• What is the interactions activity level across channels and agents? How do they compare across time periods?
• What are the rates for agents declining work offers?
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• How often are communications being transferred between agents?
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• How does my team perform in meeting first response milestones versus resolution milestones?
• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• How many distinct customer contacts does an agent interact with through a given channel during a specificperiod?
• What are the latest revisions to activity objectives?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• How many interactions does it take on average to resolve an issue? What is the average interaction duration - byteam, agent, and channel?
• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
• Are we equipped to service the increase in coverages?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many contacts were not favored with a positive outcome with a given agent?
• How often do communications cross channels to get to resolution?
• Across what channels do such non-SR interactions most often occur?
• What percentage of service requests involve at least one interaction?
• How many interactions are being lost/abandoned? How does this compare with previous periods?
• How many interactions, on average, does it require to resolve an issue?
• What product lines have a higher percentage of non-compliant SRs open?
• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• How many interactions does it take before an SR is resolved? How does this vary across product lines andservice categories?
• How many are non-compliant, expected non-compliant, and expected compliant during my review of open workorders?
• How many showed up as compliant; how many were non-compliant during my review of completed workorders?
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• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• Who has completed the most activity objectives?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• How many action plans are open and how long have they been open?
• Are there currently service requests that have missed the target milestone and require escalation?
• As an agent am I spreading myself too thin by being part of one too many SR teams?
• What is the maximum number of distinct contacts that is involved with an SR before it is closed? Does this varyby SR category, product, and agent?
• What managers have teams averaging the most activities?
• How many customer interactions happen without an SR?
• What are our issue resolution rates for low and high cost channels?
• Are agents prematurely updating SRs as Resolved to make their numbers look better?
• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• How many new coverages begin in the ensuing month?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• How many open SRs are linked to each tag?
• What are the activity levels in specific regions?
• Do customers contact us more often to solve issues or to seek answers to questions?
• 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?
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• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
• How many were compliant and non-compliant when I, as an agent review my own completed work orders?
• To what extent has the number of customer coverages increased between two given dates?
• Are there action plans tracking late to an overall target completion date?
• What is the delay in estimated completion dates?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• By being part of the SR team, how many SR resolutions has my resource team been able to influence during thepast period?
• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• Is my team following the norm that an SR must be opened (or updated) for every customer communication?
• On an average, how many interactions has it taken to resolve critical issues during the past month? How doesthat compare with previous months?
• What channels are the most effective for resolving issues with a single interaction?
• What are the average handle times?
• 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?
• What is the breakdown of open action plans by category?
• What is the incidence of participation of my resource team in SRs over a period? How many open SRs are they apart of, presently?
• 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 theseare raised as critical?
• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
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5 Duty Roles
Overview
For each duty role in this chapter, links are provided for more detailed information about the job roles, subject areas, andbusiness questions associated with the duty role.
HR Help Desk Administrator Transaction Analysis Duty
Code Name
FBI_HR_HELP_DESK_ADMIN_TRANSACTION_ANALYSIS_DUTY
Job Roles
This duty role is related to the following job roles:
• Human Resource Help Desk Administrator
Subject Areas
This duty role secures access to the following subject areas:
• CRM - CRM Activity Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
• Service - CRM Inbound Messages Real Time
• Service - CRM Service Queue Resources Real Time
• 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
Business Questions
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This duty role secures access to data that can answer the following business questions:
• What are the rates for agents declining work offers?
• How often are communications being transferred between agents?
• Is the Service organization effectively handling new emails in the appropriate timeframe?
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• How does my team perform in meeting first response milestones versus resolution milestones?
• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many interactions, on average, does it require to resolve an issue?
• What product lines have a higher percentage of non-compliant SRs open?
• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
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• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• How many messages resulted in new service request creation versus update to existing service request?
• Are there currently service requests that have missed the target milestone and require escalation?
• As an agent am I spreading myself too thin by being part of one too many SR teams?
• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• How many open SRs are linked to each tag?
• What percent of communications are resolved the first time? What is the most commonly used channel?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
• What is the current count of inbound email requests by status and mailbox?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• By being part of the SR team, how many SR resolutions has my resource team been able to influence during thepast period?
• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• What are the average handle times?
• How many emails are we receiving over time?
• How many emails came from known versus unknown contacts?
• What is the incidence of participation of my resource team in SRs over a period? How many open SRs are they apart of, presently?
• 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 theseare raised as critical?
• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
HR Help Desk Agent Transaction Analysis Duty
Code Name
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FBI_HR_HELP_DESK_AGENT_TRANSACTION_ANALYSIS_DUTY
Job Roles
This duty role is related to the following job roles:
• Human Resource Help Desk Agent
Subject Areas
This duty role secures access to the following subject areas:
• CRM - CRM Activity Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
• Service - CRM Service Queue Resources Real Time
• 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
Business Questions
This duty role secures access to data that can answer the following business questions:
• What are the rates for agents declining work offers?
• How often are communications being transferred between agents?
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• How does my team perform in meeting first response milestones versus resolution milestones?
• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
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• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many interactions, on average, does it require to resolve an issue?
• What product lines have a higher percentage of non-compliant SRs open?
• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• Are there currently service requests that have missed the target milestone and require escalation?
• As an agent am I spreading myself too thin by being part of one too many SR teams?
• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• How many open SRs are linked to each tag?
• What percent of communications are resolved the first time? What is the most commonly used channel?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
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• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• By being part of the SR team, how many SR resolutions has my resource team been able to influence during thepast period?
• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• What are the average handle times?
• What is the incidence of participation of my resource team in SRs over a period? How many open SRs are they apart of, presently?
• 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 theseare raised as critical?
• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
HR Help Desk Manager Transaction Analysis Duty
Code Name
FBI_HR_HELP_DESK_MANAGER_TRANSACTION_ANALYSIS_DUTY
Job Roles
This duty role is related to the following job roles:
• Human Resource Help Desk Manager
Subject Areas
This duty role secures access to the following subject areas:
• CRM - CRM Activity Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
• Service - CRM Inbound Messages Real Time
• Service - CRM Service Queue Resources Real Time
• Service - CRM Service Request Messages Real Time
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• 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
Business Questions
This duty role secures access to data that can answer the following business questions:
• What are the rates for agents declining work offers?
• How often are communications being transferred between agents?
• Is the Service organization effectively handling new emails in the appropriate timeframe?
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• How does my team perform in meeting first response milestones versus resolution milestones?
• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many interactions, on average, does it require to resolve an issue?
• What product lines have a higher percentage of non-compliant SRs open?
• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
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• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• How many messages resulted in new service request creation versus update to existing service request?
• Are there currently service requests that have missed the target milestone and require escalation?
• As an agent am I spreading myself too thin by being part of one too many SR teams?
• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• How many open SRs are linked to each tag?
• What percent of communications are resolved the first time? What is the most commonly used channel?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
• What is the current count of inbound email requests by status and mailbox?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• By being part of the SR team, how many SR resolutions has my resource team been able to influence during thepast period?
• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• What are the average handle times?
• How many emails are we receiving over time?
• How many emails came from known versus unknown contacts?
• What is the incidence of participation of my resource team in SRs over a period? How many open SRs are they apart of, presently?
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• 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 theseare raised as critical?
• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
Marketing Lead Transaction Analysis Duty
Code Name
FBI_MARKETING_LEAD_TRANSACTION_ANALYSIS_DUTY
Job Roles
This duty role is related to the following job roles:
• Sales Lead Qualifier
• Sales Manager
• Sales Representative
• Sales Restricted User
• Sales VP
Subject Areas
This duty role secures access to the following subject areas:
• CRM - CRM Activity Contact Real Time
• CRM - CRM Activity Real Time
• CRM - CRM Activity Resource Real Time
Business Questions
This duty role secures access to data that can answer the following business questions:
• How do the number of activities in a region and their average SR resolution rates by quarter compare?
• How many distinct customer contacts does an agent interact with through a given channel during a specificperiod?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• How many contacts were not favored with a positive outcome with a given agent?
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• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• What is the maximum number of distinct contacts that is involved with an SR before it is closed? Does this varyby SR category, product, and agent?
• What managers have teams averaging the most activities?
• What are the activity levels in specific regions?
Partner Channel Administrative Transaction Analysis Duty
Code Name
FBI_PARTNER_CHANNEL_ADMINISTRATIVE_TRANSACTION_ANALYSIS_DUTY
Job Roles
This duty role is related to the following job roles:
• Channel Administrator
• Channel Operations Manager
• Channel Partner Portal Administrator
Subject Areas
This duty role secures access to the following subject areas:
• 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 Aggregate
• CRM - CRM Interaction Service Requests Real Time
• CRM - CRM Interactions Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
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• CRM - CRM Work Orders Real Time
• Service - CRM Customer Coverage Real Time
• Service - CRM Inbound Messages Real Time
• Service - CRM Service Queue Resources Real Time
• Service - CRM Service Request Action Plan Actions Real Time
• 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 Social Post Real Time
Business Questions
This duty role secures access to data that can answer the following business questions:
• What are the activity objectives for the current period?
• How do the number of activities in a region and their average SR resolution rates by quarter compare?
• How many times has the customer communicated with the contact center on this particular service request andwhat channels did they use?
• What is the interactions activity level across channels and agents? How do they compare across time periods?
• What are the rates for agents declining work offers?
• How often are communications being transferred between agents?
• Is the Service organization effectively handling new emails in the appropriate timeframe?
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• How does my team perform in meeting first response milestones versus resolution milestones?
• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• How many distinct customer contacts does an agent interact with through a given channel during a specificperiod?
• What are the latest revisions to activity objectives?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• How many interactions does it take on average to resolve an issue? What is the average interaction duration - byteam, agent, and channel?
• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
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• Are we equipped to service the increase in coverages?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many contacts were not favored with a positive outcome with a given agent?
• How often do communications cross channels to get to resolution?
• Across what channels do such non-SR interactions most often occur?
• What percentage of service requests involve at least one interaction?
• How many interactions are being lost/abandoned? How does this compare with previous periods?
• How many interactions, on average, does it require to resolve an issue?
• What product lines have a higher percentage of non-compliant SRs open?
• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Is the Service organization effectively handling new social service requests in the appropriate timeframe?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• How many interactions does it take before an SR is resolved? How does this vary across product lines andservice categories?
• How many are non-compliant, expected non-compliant, and expected compliant during my review of open workorders?
• How many showed up as compliant; how many were non-compliant during my review of completed workorders?
• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
• How many social posts are we receiving over time?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• Who has completed the most activity objectives?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
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• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• How many messages resulted in new service request creation versus update to existing service request?
• How many action plans are open and how long have they been open?
• Are there currently service requests that have missed the target milestone and require escalation?
• As an agent am I spreading myself too thin by being part of one too many SR teams?
• What is the maximum number of distinct contacts that is involved with an SR before it is closed? Does this varyby SR category, product, and agent?
• What managers have teams averaging the most activities?
• How many customer interactions happen without an SR?
• What are our issue resolution rates for low and high cost channels?
• Are agents prematurely updating SRs as Resolved to make their numbers look better?
• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• How many new coverages begin in the ensuing month?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• What is the current count of inbound social requests by status and social channel?
• How many open SRs are linked to each tag?
• What are the activity levels in specific regions?
• Do customers contact us more often to solve issues or to seek answers to questions?
• 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?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
• How many were compliant and non-compliant when I, as an agent review my own completed work orders?
• To what extent has the number of customer coverages increased between two given dates?
• What is the current count of inbound email requests by status and mailbox?
• Are there action plans tracking late to an overall target completion date?
• What is the delay in estimated completion dates?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• By being part of the SR team, how many SR resolutions has my resource team been able to influence during thepast period?
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• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• How many social posts came from known versus unknown contacts?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• Is my team following the norm that an SR must be opened (or updated) for every customer communication?
• On an average, how many interactions has it taken to resolve critical issues during the past month? How doesthat compare with previous months?
• What channels are the most effective for resolving issues with a single interaction?
• What are the average handle times?
• 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 emails are we receiving over time?
• How many emails came from known versus unknown contacts?
• What is the breakdown of open action plans by category?
• What is the incidence of participation of my resource team in SRs over a period? How many open SRs are they apart of, presently?
• 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 theseare raised as critical?
• How many messages resulted in new service request creation versus how many messages resulted in an updateto an existing service request?
• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
Partner Channel Transaction Analysis Duty
Code Name
FBI_PARTNER_CHANNEL_TRANSACTION_ANALYSIS_DUTY
Job Roles
This duty role is related to the following job roles:
• Channel Account Manager
• Channel Partner Manager
• Channel Sales Director
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• Channel Sales Manager
Subject Areas
This duty role secures access to the following subject areas:
• 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 Aggregate
• CRM - CRM Interaction Service Requests Real Time
• CRM - CRM Interactions Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
• CRM - CRM Work Orders Real Time
• Service - CRM Customer Coverage Real Time
• Service - CRM Inbound Messages Real Time
• Service - CRM Service Queue Resources Real Time
• Service - CRM Service Request Action Plan Actions Real Time
• 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 Social Post Real Time
Business Questions
This duty role secures access to data that can answer the following business questions:
• What are the activity objectives for the current period?
• How do the number of activities in a region and their average SR resolution rates by quarter compare?
• How many times has the customer communicated with the contact center on this particular service request andwhat channels did they use?
• What is the interactions activity level across channels and agents? How do they compare across time periods?
• What are the rates for agents declining work offers?
• How often are communications being transferred between agents?
• Is the Service organization effectively handling new emails in the appropriate timeframe?
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• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• How does my team perform in meeting first response milestones versus resolution milestones?
• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• How many distinct customer contacts does an agent interact with through a given channel during a specificperiod?
• What are the latest revisions to activity objectives?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• How many interactions does it take on average to resolve an issue? What is the average interaction duration - byteam, agent, and channel?
• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
• Are we equipped to service the increase in coverages?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many contacts were not favored with a positive outcome with a given agent?
• How often do communications cross channels to get to resolution?
• Across what channels do such non-SR interactions most often occur?
• What percentage of service requests involve at least one interaction?
• How many interactions are being lost/abandoned? How does this compare with previous periods?
• How many interactions, on average, does it require to resolve an issue?
• What product lines have a higher percentage of non-compliant SRs open?
• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Is the Service organization effectively handling new social service requests in the appropriate timeframe?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• How many interactions does it take before an SR is resolved? How does this vary across product lines andservice categories?
• How many are non-compliant, expected non-compliant, and expected compliant during my review of open workorders?
• How many showed up as compliant; how many were non-compliant during my review of completed workorders?
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• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
• How many social posts are we receiving over time?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• Who has completed the most activity objectives?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• How many messages resulted in new service request creation versus update to existing service request?
• How many action plans are open and how long have they been open?
• Are there currently service requests that have missed the target milestone and require escalation?
• As an agent am I spreading myself too thin by being part of one too many SR teams?
• What is the maximum number of distinct contacts that is involved with an SR before it is closed? Does this varyby SR category, product, and agent?
• What managers have teams averaging the most activities?
• How many customer interactions happen without an SR?
• What are our issue resolution rates for low and high cost channels?
• Are agents prematurely updating SRs as Resolved to make their numbers look better?
• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• How many new coverages begin in the ensuing month?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• What is the current count of inbound social requests by status and social channel?
• How many open SRs are linked to each tag?
• What are the activity levels in specific regions?
• Do customers contact us more often to solve issues or to seek answers to questions?
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• 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?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
• How many were compliant and non-compliant when I, as an agent review my own completed work orders?
• To what extent has the number of customer coverages increased between two given dates?
• What is the current count of inbound email requests by status and mailbox?
• Are there action plans tracking late to an overall target completion date?
• What is the delay in estimated completion dates?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• By being part of the SR team, how many SR resolutions has my resource team been able to influence during thepast period?
• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• How many social posts came from known versus unknown contacts?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• Is my team following the norm that an SR must be opened (or updated) for every customer communication?
• On an average, how many interactions has it taken to resolve critical issues during the past month? How doesthat compare with previous months?
• What channels are the most effective for resolving issues with a single interaction?
• What are the average handle times?
• 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 emails are we receiving over time?
• How many emails came from known versus unknown contacts?
• What is the breakdown of open action plans by category?
• What is the incidence of participation of my resource team in SRs over a period? How many open SRs are they apart of, presently?
• 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 theseare raised as critical?
• How many messages resulted in new service request creation versus how many messages resulted in an updateto an existing service request?
• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
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Partner Org Transaction Analysis Duty
Code Name
FBI_PARTNER_ORG_TRANSACTION_ANALYSIS_DUTY
Job Roles
This duty role is related to the following job roles:
• Partner Administrator
• Partner Sales Manager
• Partner Sales Representative
Subject Areas
This duty role secures access to the following subject areas:
• 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 Aggregate
• CRM - CRM Interaction Service Requests Real Time
• CRM - CRM Interactions Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
• CRM - CRM Work Orders Real Time
• Service - CRM Customer Coverage Real Time
• Service - CRM Inbound Messages Real Time
• Service - CRM Service Queue Resources Real Time
• Service - CRM Service Request Action Plan Actions Real Time
• Service - CRM Service Request Messages Real Time
• Service - CRM Service Request Milestones Real Time
• Service - CRM Service Request Tags Real Time
• Service - CRM Service Requests Real Time
• Service - CRM Social Post Real Time
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Business Questions
This duty role secures access to data that can answer the following business questions:
• What are the activity objectives for the current period?
• How do the number of activities in a region and their average SR resolution rates by quarter compare?
• How many times has the customer communicated with the contact center on this particular service request andwhat channels did they use?
• What is the interactions activity level across channels and agents? How do they compare across time periods?
• What are the rates for agents declining work offers?
• How often are communications being transferred between agents?
• Is the Service organization effectively handling new emails in the appropriate timeframe?
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• How does my team perform in meeting first response milestones versus resolution milestones?
• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• How many distinct customer contacts does an agent interact with through a given channel during a specificperiod?
• What are the latest revisions to activity objectives?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• How many interactions does it take on average to resolve an issue? What is the average interaction duration - byteam, agent, and channel?
• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
• Are we equipped to service the increase in coverages?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many contacts were not favored with a positive outcome with a given agent?
• How often do communications cross channels to get to resolution?
• Across what channels do such non-SR interactions most often occur?
• What percentage of service requests involve at least one interaction?
• How many interactions are being lost/abandoned? How does this compare with previous periods?
• How many interactions, on average, does it require to resolve an issue?
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• What product lines have a higher percentage of non-compliant SRs open?
• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Is the Service organization effectively handling new social service requests in the appropriate timeframe?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• How many interactions does it take before an SR is resolved? How does this vary across product lines andservice categories?
• How many are non-compliant, expected non-compliant, and expected compliant during my review of open workorders?
• How many showed up as compliant; how many were non-compliant during my review of completed workorders?
• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
• How many social posts are we receiving over time?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• Who has completed the most activity objectives?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• How many messages resulted in new service request creation versus update to existing service request?
• How many action plans are open and how long have they been open?
• Are there currently service requests that have missed the target milestone and require escalation?
• What is the maximum number of distinct contacts that is involved with an SR before it is closed? Does this varyby SR category, product, and agent?
• What managers have teams averaging the most activities?
• How many customer interactions happen without an SR?
• What are our issue resolution rates for low and high cost channels?
• Are agents prematurely updating SRs as Resolved to make their numbers look better?
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• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• How many new coverages begin in the ensuing month?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• What is the current count of inbound social requests by status and social channel?
• How many open SRs are linked to each tag?
• What are the activity levels in specific regions?
• Do customers contact us more often to solve issues or to seek answers to questions?
• 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?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
• How many were compliant and non-compliant when I, as an agent review my own completed work orders?
• To what extent has the number of customer coverages increased between two given dates?
• What is the current count of inbound email requests by status and mailbox?
• Are there action plans tracking late to an overall target completion date?
• What is the delay in estimated completion dates?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• How many social posts came from known versus unknown contacts?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• Is my team following the norm that an SR must be opened (or updated) for every customer communication?
• On an average, how many interactions has it taken to resolve critical issues during the past month? How doesthat compare with previous months?
• What channels are the most effective for resolving issues with a single interaction?
• What are the average handle times?
• 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 emails are we receiving over time?
• How many emails came from known versus unknown contacts?
• What is the breakdown of open action plans by category?
• How does the aging profile of SRs look like? Are there any outliers calling for intervention?
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• How many SRs are unassigned for more than a day? Who are the impacted customers? How of many of theseare raised as critical?
• How many messages resulted in new service request creation versus how many messages resulted in an updateto an existing service request?
• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
Sales Administrative Transaction Analysis Duty
Code Name
FBI_SALES_ADMINISTRATIVE_TRANSACTION_ANALYSIS_DUTY
Job Roles
This duty role is related to the following job roles:
• Sales Administrator
Subject Areas
This duty role secures access to the following subject areas:
• 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 Aggregate
• CRM - CRM Interaction Service Requests Real Time
• CRM - CRM Interactions Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
• CRM - CRM Work Orders Real Time
• Service - CRM Customer Coverage Real Time
• Service - CRM Inbound Messages Real Time
• Service - CRM Service Queue Resources Real Time
• Service - CRM Service Request Action Plan Actions Real Time
• Service - CRM Service Request Messages Real Time
• Service - CRM Service Request Milestones Real Time
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• Service - CRM Service Request Resource Real Time
• Service - CRM Service Request Tags Real Time
• Service - CRM Service Requests Real Time
• Service - CRM Social Post Real Time
Business Questions
This duty role secures access to data that can answer the following business questions:
• What are the activity objectives for the current period?
• How do the number of activities in a region and their average SR resolution rates by quarter compare?
• How many times has the customer communicated with the contact center on this particular service request andwhat channels did they use?
• What is the interactions activity level across channels and agents? How do they compare across time periods?
• What are the rates for agents declining work offers?
• How often are communications being transferred between agents?
• Is the Service organization effectively handling new emails in the appropriate timeframe?
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• How does my team perform in meeting first response milestones versus resolution milestones?
• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• How many distinct customer contacts does an agent interact with through a given channel during a specificperiod?
• What are the latest revisions to activity objectives?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• How many interactions does it take on average to resolve an issue? What is the average interaction duration - byteam, agent, and channel?
• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
• Are we equipped to service the increase in coverages?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many contacts were not favored with a positive outcome with a given agent?
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• How often do communications cross channels to get to resolution?
• Across what channels do such non-SR interactions most often occur?
• What percentage of service requests involve at least one interaction?
• How many interactions are being lost/abandoned? How does this compare with previous periods?
• How many interactions, on average, does it require to resolve an issue?
• What product lines have a higher percentage of non-compliant SRs open?
• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Is the Service organization effectively handling new social service requests in the appropriate timeframe?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• How many interactions does it take before an SR is resolved? How does this vary across product lines andservice categories?
• How many are non-compliant, expected non-compliant, and expected compliant during my review of open workorders?
• How many showed up as compliant; how many were non-compliant during my review of completed workorders?
• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
• How many social posts are we receiving over time?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• Who has completed the most activity objectives?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• How many messages resulted in new service request creation versus update to existing service request?
• How many action plans are open and how long have they been open?
• Are there currently service requests that have missed the target milestone and require escalation?
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• As an agent am I spreading myself too thin by being part of one too many SR teams?
• What is the maximum number of distinct contacts that is involved with an SR before it is closed? Does this varyby SR category, product, and agent?
• What managers have teams averaging the most activities?
• How many customer interactions happen without an SR?
• What are our issue resolution rates for low and high cost channels?
• Are agents prematurely updating SRs as Resolved to make their numbers look better?
• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• How many new coverages begin in the ensuing month?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• What is the current count of inbound social requests by status and social channel?
• How many open SRs are linked to each tag?
• What are the activity levels in specific regions?
• Do customers contact us more often to solve issues or to seek answers to questions?
• 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?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
• How many were compliant and non-compliant when I, as an agent review my own completed work orders?
• To what extent has the number of customer coverages increased between two given dates?
• What is the current count of inbound email requests by status and mailbox?
• Are there action plans tracking late to an overall target completion date?
• What is the delay in estimated completion dates?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• By being part of the SR team, how many SR resolutions has my resource team been able to influence during thepast period?
• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• How many social posts came from known versus unknown contacts?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• Is my team following the norm that an SR must be opened (or updated) for every customer communication?
• On an average, how many interactions has it taken to resolve critical issues during the past month? How doesthat compare with previous months?
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• What channels are the most effective for resolving issues with a single interaction?
• What are the average handle times?
• 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 emails are we receiving over time?
• How many emails came from known versus unknown contacts?
• What is the breakdown of open action plans by category?
• What is the incidence of participation of my resource team in SRs over a period? How many open SRs are they apart of, presently?
• 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 theseare raised as critical?
• How many messages resulted in new service request creation versus how many messages resulted in an updateto an existing service request?
• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
Sales Campaign Transaction Analysis Duty
Code Name
FBI_SALES_CAMPAIGN_TRANSACTION_ANALYSIS_DUTY
Job Roles
This duty role is related to the following job roles:
• Sales Manager
• Sales Representative
• Sales Restricted User
• Sales VP
Subject Areas
This duty role secures access to the following subject areas:
• CRM - CRM Activity Contact Real Time
• CRM - CRM Activity Real Time
• CRM - CRM Activity Resource Real Time
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Business Questions
This duty role secures access to data that can answer the following business questions:
• How do the number of activities in a region and their average SR resolution rates by quarter compare?
• How many distinct customer contacts does an agent interact with through a given channel during a specificperiod?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• How many contacts were not favored with a positive outcome with a given agent?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• What is the maximum number of distinct contacts that is involved with an SR before it is closed? Does this varyby SR category, product, and agent?
• What managers have teams averaging the most activities?
• What are the activity levels in specific regions?
Sales Executive Transaction Analysis Duty
Code Name
FBI_SALES_EXECUTIVE_TRANSACTION_ANALYSIS_DUTY
Job Roles
This duty role is related to the following job roles:
• Sales VP
Subject Areas
This duty role secures access to the following subject areas:
• CRM - CRM Activity Contact Real Time
• CRM - CRM Activity Objective Real Time
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• CRM - CRM Activity Real Time
• CRM - CRM Activity Resource Real Time
• CRM - CRM Interaction Aggregate
• CRM - CRM Interaction Service Requests Real Time
• CRM - CRM Interactions Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
• CRM - CRM Work Orders Real Time
• 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 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
Business Questions
This duty role secures access to data that can answer the following business questions:
• What are the activity objectives for the current period?
• How do the number of activities in a region and their average SR resolution rates by quarter compare?
• How many times has the customer communicated with the contact center on this particular service request andwhat channels did they use?
• What is the interactions activity level across channels and agents? How do they compare across time periods?
• What are the rates for agents declining work offers?
• How often are communications being transferred between agents?
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• How does my team perform in meeting first response milestones versus resolution milestones?
• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• How many distinct customer contacts does an agent interact with through a given channel during a specificperiod?
• What are the latest revisions to activity objectives?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• How many interactions does it take on average to resolve an issue? What is the average interaction duration - byteam, agent, and channel?
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• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
• Are we equipped to service the increase in coverages?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many contacts were not favored with a positive outcome with a given agent?
• How often do communications cross channels to get to resolution?
• Across what channels do such non-SR interactions most often occur?
• What percentage of service requests involve at least one interaction?
• How many interactions are being lost/abandoned? How does this compare with previous periods?
• How many interactions, on average, does it require to resolve an issue?
• What product lines have a higher percentage of non-compliant SRs open?
• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• How many interactions does it take before an SR is resolved? How does this vary across product lines andservice categories?
• How many are non-compliant, expected non-compliant, and expected compliant during my review of open workorders?
• How many showed up as compliant; how many were non-compliant during my review of completed workorders?
• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• Who has completed the most activity objectives?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
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• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• How many action plans are open and how long have they been open?
• Are there currently service requests that have missed the target milestone and require escalation?
• As an agent am I spreading myself too thin by being part of one too many SR teams?
• What is the maximum number of distinct contacts that is involved with an SR before it is closed? Does this varyby SR category, product, and agent?
• What managers have teams averaging the most activities?
• How many customer interactions happen without an SR?
• What are our issue resolution rates for low and high cost channels?
• Are agents prematurely updating SRs as Resolved to make their numbers look better?
• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• How many new coverages begin in the ensuing month?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• How many open SRs are linked to each tag?
• What are the activity levels in specific regions?
• Do customers contact us more often to solve issues or to seek answers to questions?
• 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?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
• How many were compliant and non-compliant when I, as an agent review my own completed work orders?
• To what extent has the number of customer coverages increased between two given dates?
• Are there action plans tracking late to an overall target completion date?
• What is the delay in estimated completion dates?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• By being part of the SR team, how many SR resolutions has my resource team been able to influence during thepast period?
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• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• Is my team following the norm that an SR must be opened (or updated) for every customer communication?
• On an average, how many interactions has it taken to resolve critical issues during the past month? How doesthat compare with previous months?
• What channels are the most effective for resolving issues with a single interaction?
• What are the average handle times?
• 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?
• What is the breakdown of open action plans by category?
• What is the incidence of participation of my resource team in SRs over a period? How many open SRs are they apart of, presently?
• 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 theseare raised as critical?
• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
Sales Managerial Transaction Analysis Duty
Code Name
FBI_SALES_MANAGERIAL_TRANSACTION_ANALYSIS_DUTY
Job Roles
This duty role is related to the following job roles:
• Sales Manager
• Sales Restricted User
Subject Areas
This duty role secures access to the following subject areas:
• CRM - CRM Activity Contact Real Time
• CRM - CRM Activity Objective Real Time
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• CRM - CRM Activity Real Time
• CRM - CRM Activity Resource Real Time
• CRM - CRM Interaction Aggregate
• CRM - CRM Interaction Service Requests Real Time
• CRM - CRM Interactions Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
• CRM - CRM Work Orders Real Time
• 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 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
Business Questions
This duty role secures access to data that can answer the following business questions:
• What are the activity objectives for the current period?
• How do the number of activities in a region and their average SR resolution rates by quarter compare?
• How many times has the customer communicated with the contact center on this particular service request andwhat channels did they use?
• What is the interactions activity level across channels and agents? How do they compare across time periods?
• What are the rates for agents declining work offers?
• How often are communications being transferred between agents?
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• How does my team perform in meeting first response milestones versus resolution milestones?
• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• How many distinct customer contacts does an agent interact with through a given channel during a specificperiod?
• What are the latest revisions to activity objectives?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• How many interactions does it take on average to resolve an issue? What is the average interaction duration - byteam, agent, and channel?
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• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
• Are we equipped to service the increase in coverages?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many contacts were not favored with a positive outcome with a given agent?
• How often do communications cross channels to get to resolution?
• Across what channels do such non-SR interactions most often occur?
• What percentage of service requests involve at least one interaction?
• How many interactions are being lost/abandoned? How does this compare with previous periods?
• How many interactions, on average, does it require to resolve an issue?
• What product lines have a higher percentage of non-compliant SRs open?
• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• How many interactions does it take before an SR is resolved? How does this vary across product lines andservice categories?
• How many are non-compliant, expected non-compliant, and expected compliant during my review of open workorders?
• How many showed up as compliant; how many were non-compliant during my review of completed workorders?
• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• Who has completed the most activity objectives?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
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• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• How many action plans are open and how long have they been open?
• Are there currently service requests that have missed the target milestone and require escalation?
• As an agent am I spreading myself too thin by being part of one too many SR teams?
• What is the maximum number of distinct contacts that is involved with an SR before it is closed? Does this varyby SR category, product, and agent?
• What managers have teams averaging the most activities?
• How many customer interactions happen without an SR?
• What are our issue resolution rates for low and high cost channels?
• Are agents prematurely updating SRs as Resolved to make their numbers look better?
• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• How many new coverages begin in the ensuing month?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• How many open SRs are linked to each tag?
• What are the activity levels in specific regions?
• Do customers contact us more often to solve issues or to seek answers to questions?
• 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?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
• How many were compliant and non-compliant when I, as an agent review my own completed work orders?
• To what extent has the number of customer coverages increased between two given dates?
• Are there action plans tracking late to an overall target completion date?
• What is the delay in estimated completion dates?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• By being part of the SR team, how many SR resolutions has my resource team been able to influence during thepast period?
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• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• Is my team following the norm that an SR must be opened (or updated) for every customer communication?
• On an average, how many interactions has it taken to resolve critical issues during the past month? How doesthat compare with previous months?
• What channels are the most effective for resolving issues with a single interaction?
• What are the average handle times?
• 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?
• What is the breakdown of open action plans by category?
• What is the incidence of participation of my resource team in SRs over a period? How many open SRs are they apart of, presently?
• 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 theseare raised as critical?
• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
Sales Transaction Analysis Duty
Code Name
FBI_SALES_TRANSACTION_ANALYSIS_DUTY
Job Roles
This duty role is related to the following job roles:
• Sales Representative
Subject Areas
This duty role secures access to the following subject areas:
• CRM - CRM Activity Contact Real Time
• CRM - CRM Activity Objective Real Time
• CRM - CRM Activity Real Time
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• CRM - CRM Activity Resource Real Time
• CRM - CRM Interaction Aggregate
• CRM - CRM Interaction Service Requests Real Time
• CRM - CRM Interactions Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
• CRM - CRM Work Orders Real Time
• 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 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
Business Questions
This duty role secures access to data that can answer the following business questions:
• What are the activity objectives for the current period?
• How do the number of activities in a region and their average SR resolution rates by quarter compare?
• How many times has the customer communicated with the contact center on this particular service request andwhat channels did they use?
• What is the interactions activity level across channels and agents? How do they compare across time periods?
• What are the rates for agents declining work offers?
• How often are communications being transferred between agents?
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• How does my team perform in meeting first response milestones versus resolution milestones?
• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• How many distinct customer contacts does an agent interact with through a given channel during a specificperiod?
• What are the latest revisions to activity objectives?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• How many interactions does it take on average to resolve an issue? What is the average interaction duration - byteam, agent, and channel?
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• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
• Are we equipped to service the increase in coverages?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many contacts were not favored with a positive outcome with a given agent?
• How often do communications cross channels to get to resolution?
• Across what channels do such non-SR interactions most often occur?
• What percentage of service requests involve at least one interaction?
• How many interactions are being lost/abandoned? How does this compare with previous periods?
• How many interactions, on average, does it require to resolve an issue?
• What product lines have a higher percentage of non-compliant SRs open?
• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• How many interactions does it take before an SR is resolved? How does this vary across product lines andservice categories?
• How many are non-compliant, expected non-compliant, and expected compliant during my review of open workorders?
• How many showed up as compliant; how many were non-compliant during my review of completed workorders?
• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• Who has completed the most activity objectives?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
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• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• How many action plans are open and how long have they been open?
• Are there currently service requests that have missed the target milestone and require escalation?
• As an agent am I spreading myself too thin by being part of one too many SR teams?
• What is the maximum number of distinct contacts that is involved with an SR before it is closed? Does this varyby SR category, product, and agent?
• What managers have teams averaging the most activities?
• How many customer interactions happen without an SR?
• What are our issue resolution rates for low and high cost channels?
• Are agents prematurely updating SRs as Resolved to make their numbers look better?
• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• How many new coverages begin in the ensuing month?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• How many open SRs are linked to each tag?
• What are the activity levels in specific regions?
• Do customers contact us more often to solve issues or to seek answers to questions?
• 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?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
• How many were compliant and non-compliant when I, as an agent review my own completed work orders?
• To what extent has the number of customer coverages increased between two given dates?
• Are there action plans tracking late to an overall target completion date?
• What is the delay in estimated completion dates?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• By being part of the SR team, how many SR resolutions has my resource team been able to influence during thepast period?
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• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• Is my team following the norm that an SR must be opened (or updated) for every customer communication?
• On an average, how many interactions has it taken to resolve critical issues during the past month? How doesthat compare with previous months?
• What channels are the most effective for resolving issues with a single interaction?
• What are the average handle times?
• 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?
• What is the breakdown of open action plans by category?
• What is the incidence of participation of my resource team in SRs over a period? How many open SRs are they apart of, presently?
• 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 theseare raised as critical?
• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
Service Administrative Transaction Analysis Duty
Code Name
FBI_SERVICE_ADMINISTRATIVE_TRANSACTION_ANALYSIS_DUTY
Job Roles
This duty role is related to the following job roles:
• Customer Relationship Management Application Administrator
• Sales Administrator
Subject Areas
This duty role secures access to the following subject areas:
• CRM - CRM Activity Contact Real Time
• CRM - CRM Activity Objective Real Time
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• CRM - CRM Activity Real Time
• CRM - CRM Activity Resource Real Time
• CRM - CRM Interaction Aggregate
• CRM - CRM Interaction Service Requests Real Time
• CRM - CRM Interactions Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
• CRM - CRM Work Orders Real Time
• Service - CRM Customer Coverage Real Time
• Service - CRM Inbound Messages Real Time
• Service - CRM Service Queue Resources Real Time
• Service - CRM Service Request Action Plan Actions Real Time
• 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 Social Post Real Time
Business Questions
This duty role secures access to data that can answer the following business questions:
• What are the activity objectives for the current period?
• How do the number of activities in a region and their average SR resolution rates by quarter compare?
• How many times has the customer communicated with the contact center on this particular service request andwhat channels did they use?
• What is the interactions activity level across channels and agents? How do they compare across time periods?
• What are the rates for agents declining work offers?
• How often are communications being transferred between agents?
• Is the Service organization effectively handling new emails in the appropriate timeframe?
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• How does my team perform in meeting first response milestones versus resolution milestones?
• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• How many distinct customer contacts does an agent interact with through a given channel during a specificperiod?
• What are the latest revisions to activity objectives?
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• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• How many interactions does it take on average to resolve an issue? What is the average interaction duration - byteam, agent, and channel?
• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
• Are we equipped to service the increase in coverages?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many contacts were not favored with a positive outcome with a given agent?
• How often do communications cross channels to get to resolution?
• Across what channels do such non-SR interactions most often occur?
• What percentage of service requests involve at least one interaction?
• How many interactions are being lost/abandoned? How does this compare with previous periods?
• How many interactions, on average, does it require to resolve an issue?
• What product lines have a higher percentage of non-compliant SRs open?
• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Is the Service organization effectively handling new social service requests in the appropriate timeframe?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• How many interactions does it take before an SR is resolved? How does this vary across product lines andservice categories?
• How many are non-compliant, expected non-compliant, and expected compliant during my review of open workorders?
• How many showed up as compliant; how many were non-compliant during my review of completed workorders?
• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
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• What are the SRs that are waiting on my customers?
• How many social posts are we receiving over time?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• Who has completed the most activity objectives?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• How many messages resulted in new service request creation versus update to existing service request?
• How many action plans are open and how long have they been open?
• Are there currently service requests that have missed the target milestone and require escalation?
• As an agent am I spreading myself too thin by being part of one too many SR teams?
• What is the maximum number of distinct contacts that is involved with an SR before it is closed? Does this varyby SR category, product, and agent?
• What managers have teams averaging the most activities?
• How many customer interactions happen without an SR?
• What are our issue resolution rates for low and high cost channels?
• Are agents prematurely updating SRs as Resolved to make their numbers look better?
• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• How many new coverages begin in the ensuing month?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• What is the current count of inbound social requests by status and social channel?
• How many open SRs are linked to each tag?
• What are the activity levels in specific regions?
• Do customers contact us more often to solve issues or to seek answers to questions?
• 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?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
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• How many were compliant and non-compliant when I, as an agent review my own completed work orders?
• To what extent has the number of customer coverages increased between two given dates?
• What is the current count of inbound email requests by status and mailbox?
• Are there action plans tracking late to an overall target completion date?
• What is the delay in estimated completion dates?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• By being part of the SR team, how many SR resolutions has my resource team been able to influence during thepast period?
• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• How many social posts came from known versus unknown contacts?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• Is my team following the norm that an SR must be opened (or updated) for every customer communication?
• On an average, how many interactions has it taken to resolve critical issues during the past month? How doesthat compare with previous months?
• What channels are the most effective for resolving issues with a single interaction?
• What are the average handle times?
• 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 emails are we receiving over time?
• How many emails came from known versus unknown contacts?
• What is the breakdown of open action plans by category?
• What is the incidence of participation of my resource team in SRs over a period? How many open SRs are they apart of, presently?
• 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 theseare raised as critical?
• How many messages resulted in new service request creation versus how many messages resulted in an updateto an existing service request?
• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
Service Managerial Transaction Analysis Duty
Code Name
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Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 5Duty Roles
FBI_SERVICE_MANAGERIAL_TRANSACTION_ANALYSIS_DUTY
Job Roles
This duty role is related to the following job roles:
• Customer Service Manager
Subject Areas
This duty role secures access to the following subject areas:
• 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 Aggregate
• CRM - CRM Interaction Service Requests Real Time
• CRM - CRM Interactions Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
• CRM - CRM Work Orders Real Time
• Service - CRM Customer Coverage Real Time
• Service - CRM Inbound Messages Real Time
• Service - CRM Service Queue Resources Real Time
• Service - CRM Service Request Action Plan Actions Real Time
• 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 Social Post Real Time
Business Questions
This duty role secures access to data that can answer the following business questions:
• What are the activity objectives for the current period?
• How do the number of activities in a region and their average SR resolution rates by quarter compare?
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• How many times has the customer communicated with the contact center on this particular service request andwhat channels did they use?
• What is the interactions activity level across channels and agents? How do they compare across time periods?
• What are the rates for agents declining work offers?
• How often are communications being transferred between agents?
• Is the Service organization effectively handling new emails in the appropriate timeframe?
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• How does my team perform in meeting first response milestones versus resolution milestones?
• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• How many distinct customer contacts does an agent interact with through a given channel during a specificperiod?
• What are the latest revisions to activity objectives?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• How many interactions does it take on average to resolve an issue? What is the average interaction duration - byteam, agent, and channel?
• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
• Are we equipped to service the increase in coverages?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many contacts were not favored with a positive outcome with a given agent?
• How often do communications cross channels to get to resolution?
• Across what channels do such non-SR interactions most often occur?
• What percentage of service requests involve at least one interaction?
• How many interactions are being lost/abandoned? How does this compare with previous periods?
• How many interactions, on average, does it require to resolve an issue?
• What product lines have a higher percentage of non-compliant SRs open?
• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Is the Service organization effectively handling new social service requests in the appropriate timeframe?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
320
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
Chapter 5Duty Roles
• How many interactions does it take before an SR is resolved? How does this vary across product lines andservice categories?
• How many are non-compliant, expected non-compliant, and expected compliant during my review of open workorders?
• How many showed up as compliant; how many were non-compliant during my review of completed workorders?
• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
• How many social posts are we receiving over time?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• Who has completed the most activity objectives?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• How many messages resulted in new service request creation versus update to existing service request?
• How many action plans are open and how long have they been open?
• Are there currently service requests that have missed the target milestone and require escalation?
• As an agent am I spreading myself too thin by being part of one too many SR teams?
• What is the maximum number of distinct contacts that is involved with an SR before it is closed? Does this varyby SR category, product, and agent?
• What managers have teams averaging the most activities?
• How many customer interactions happen without an SR?
• What are our issue resolution rates for low and high cost channels?
• Are agents prematurely updating SRs as Resolved to make their numbers look better?
• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• How many new coverages begin in the ensuing month?
321
Oracle Engagement CloudSubject Areas for Transactional Business Intelligence inEngagement
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• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• What is the current count of inbound social requests by status and social channel?
• How many open SRs are linked to each tag?
• What are the activity levels in specific regions?
• Do customers contact us more often to solve issues or to seek answers to questions?
• 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?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
• How many were compliant and non-compliant when I, as an agent review my own completed work orders?
• To what extent has the number of customer coverages increased between two given dates?
• What is the current count of inbound email requests by status and mailbox?
• Are there action plans tracking late to an overall target completion date?
• What is the delay in estimated completion dates?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• By being part of the SR team, how many SR resolutions has my resource team been able to influence during thepast period?
• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• How many social posts came from known versus unknown contacts?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• Is my team following the norm that an SR must be opened (or updated) for every customer communication?
• On an average, how many interactions has it taken to resolve critical issues during the past month? How doesthat compare with previous months?
• What channels are the most effective for resolving issues with a single interaction?
• What are the average handle times?
• 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 emails are we receiving over time?
• How many emails came from known versus unknown contacts?
• What is the breakdown of open action plans by category?
• What is the incidence of participation of my resource team in SRs over a period? How many open SRs are they apart of, presently?
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• 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 theseare raised as critical?
• How many messages resulted in new service request creation versus how many messages resulted in an updateto an existing service request?
• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
Service Transaction Analysis Duty
Code Name
FBI_SERVICE_TRANSACTION_ANALYSIS_DUTY
Job Roles
This duty role is related to the following job roles:
• Customer Service Representative
Subject Areas
This duty role secures access to the following subject areas:
• 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 Aggregate
• CRM - CRM Interaction Service Requests Real Time
• CRM - CRM Interactions Real Time
• CRM - CRM Omni Channel Events Real Time
• CRM - CRM Service Request Summary
• CRM - CRM Work Orders Real Time
• 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 Messages Real Time
• Service - CRM Service Request Milestones Real Time
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• Service - CRM Service Request Resource Real Time
• Service - CRM Service Request Tags Real Time
• Service - CRM Service Requests Real Time
Business Questions
This duty role secures access to data that can answer the following business questions:
• What are the activity objectives for the current period?
• How do the number of activities in a region and their average SR resolution rates by quarter compare?
• How many times has the customer communicated with the contact center on this particular service request andwhat channels did they use?
• What is the interactions activity level across channels and agents? How do they compare across time periods?
• What are the rates for agents declining work offers?
• How often are communications being transferred between agents?
• Is there scope for a better resource load balance keeping in consideration the SR throughput across queues?
• How does my team perform in meeting first response milestones versus resolution milestones?
• Who are my agents that have the most pending SRs?
• Are we seeing an issue regarding compliance rates with certain tags?
• How many distinct customer contacts does an agent interact with through a given channel during a specificperiod?
• What are the latest revisions to activity objectives?
• I need some of my team members to focus on the expected surge in support calls for the new product beingintroduced next quarter. Who should I recruit for this initiative, based on their activity levels?
• How many interactions does it take on average to resolve an issue? What is the average interaction duration - byteam, agent, and channel?
• Are there currently work requests that have a long acceptance time? What are the agent utilization rates?
• How often do communications cross channels before they are resolved?
• How frequently do agents link articles to SRs?
• Are we equipped to service the increase in coverages?
• Are my team resources optimally deployed across service queues to maximize productivity?
• Are we responding to customer messages in a timely manner?
• How often am I meeting milestone targets for my SRs? Which milestones do I miss most often?
• What is the % of open SRs with milestones, that is, have at least one milestone?
• What is the reopen rate for SRs owned by my team? Who has the most reopen rate? Is there a training issue?
• Do SR's with specific tags (e.g., tags for specific partners) show higher resolution times?
• How many contacts were not favored with a positive outcome with a given agent?
• How often do communications cross channels to get to resolution?
• Across what channels do such non-SR interactions most often occur?
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• What percentage of service requests involve at least one interaction?
• How many interactions are being lost/abandoned? How does this compare with previous periods?
• How many interactions, on average, does it require to resolve an issue?
• What product lines have a higher percentage of non-compliant SRs open?
• Where is my team missing SLAs? Is it in certain geographic locations, service categories, or product lines?
• Are there any workload balancing issues in my team, with a few members performing most of the activities?
• How can I identify neglected but strategic accounts to guide my team to focus on these?
• How many interactions does it take before an SR is resolved? How does this vary across product lines andservice categories?
• How many are non-compliant, expected non-compliant, and expected compliant during my review of open workorders?
• How many showed up as compliant; how many were non-compliant during my review of completed workorders?
• Can the variation in SR resolution times between team members be attributable to sub-optimal queueassignments?
• Do we see a pattern in the average number of messages per closed SR going up in recent months? What factorsare contributing to this surge, if any?
• Are our processes inefficient or preventing agents from meeting milestones?
• Is a particular target too aggressive? Who is best at achieving targets for a given category of service request?
• What are the open critical SRs that my team is working on currently? How many of these are escalated?
• What are the SRs that are waiting on my customers?
• How is tag usage across agents and resource teams? Which teams perform better than others?
• Who has completed the most activity objectives?
• As a Service agent, I need to view my workload for the upcoming week/month. What are my urgent/overduetasks for this period?
• How are the individuals on my team performing with regards to completion of their planned tasks on SRs withmilestone due dates this week?
• Are there preferred channels that customers use to contact us for specific service issue categories and productareas?
• What are the number of interactions by channel, agent, and time period?
• What is the average length of time of an interaction, by agent and channel?
• Where are the outliers when it comes to compliance?
• How many action plans are open and how long have they been open?
• Are there currently service requests that have missed the target milestone and require escalation?
• As an agent am I spreading myself too thin by being part of one too many SR teams?
• What is the maximum number of distinct contacts that is involved with an SR before it is closed? Does this varyby SR category, product, and agent?
• What managers have teams averaging the most activities?
• How many customer interactions happen without an SR?
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• What are our issue resolution rates for low and high cost channels?
• Are agents prematurely updating SRs as Resolved to make their numbers look better?
• As a Service Manager, do I have coverage to support all channel work? What are the abandonment rates?
• How long is it taking for offers to be made to agents?
• How many new coverages begin in the ensuing month?
• Are there too many stale messages, that is, messages that have not been updated in a long time tied to critical/escalated issues?
• How many open SRs are linked to each tag?
• What are the activity levels in specific regions?
• Do customers contact us more often to solve issues or to seek answers to questions?
• 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?
• How is the percentage of compliant SRs trending month over month, quarter over quarter?
• Are we keeping the number of non-compliant SRs in check for our most valuable customers?
• What is the impact of linking knowledge articles to SRs? Has it led to reduced SR resolution times and SRreopenings ?
• How many were compliant and non-compliant when I, as an agent review my own completed work orders?
• To what extent has the number of customer coverages increased between two given dates?
• Are there action plans tracking late to an overall target completion date?
• What is the delay in estimated completion dates?
• What are our most commonly used channels for messaging by product, service category, and location? Is thechannel usage of high cost channels very high?
• By being part of the SR team, how many SR resolutions has my resource team been able to influence during thepast period?
• How are we doing on SR resolution times between current and past months? What is the reason fordegradation, if any?
• How many SRs have been waiting on my agents for more than 24 hours? Which of these are critical orescalated?
• What characteristics do groupings of SR's based on specific tags (e.g., tag = 'outage') exhibit?
• Is my team following the norm that an SR must be opened (or updated) for every customer communication?
• On an average, how many interactions has it taken to resolve critical issues during the past month? How doesthat compare with previous months?
• What channels are the most effective for resolving issues with a single interaction?
• What are the average handle times?
• 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?
• What is the breakdown of open action plans by category?
• What is the incidence of participation of my resource team in SRs over a period? How many open SRs are they apart of, presently?
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• 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 theseare raised as critical?
• How many SRs for product 'A' have tag 'X' or 'Y'? How many have the 'Potential Churn' tag?
User System Usage Transaction Analysis Duty
Code Name
FBI_USER_SYSTEM_USAGE_TRANSACTION_ANALYSYS_DUTY
Job Roles
This duty role is related to the following job roles:
• Not assinged to a job role
Subject Areas
This duty role secures access to the following subject areas:
• Sales - CRM Resource System Usage
• User System Usage
Business Questions
This duty role secures access to data that can answer the following business questions:
• Who are the users who have not logged in the system in the last week?
• Who are the top 10 active users of the system?
• Users belonging to what job title are most active in the system?
• How is the user activity split across Channel (Web/Mobile/Mail)?
• Who are the top 10 active / bottom 10 inactive employees from a user adoption perspective?
• How many days was a resource active by channel?
• How are the employees using the system based on Channel (Web/Mobile/Mail)
• Which department has the highest number of Active users?
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