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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

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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


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


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


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


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


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


Preface

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Preface

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mailto:[email protected]


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


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


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


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


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


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


Preface

Preface

This preface introduces information sources that can help you use the application.

Using Oracle Applications

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• Training: Take courses on Oracle Cloud from Oracle University.

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Convention Meaning

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> Greater than symbol separates elements in a navigationpath.

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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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mailto:[email protected]


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.

1


Chapter 1Introduction

2


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?

3



• 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

4



• 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


• 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

5


















• Sales Manager



• Sales VP

Duty Roles













6





Transactional Grain

Activity and Objective


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


• 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




7











• Human Resource Help Desk Administrator

• Human Resource Help Desk Agent

• Human Resource Help Desk Manager






• Sales Manager



• Sales VP

Duty Roles


• HR Help Desk Administrator Transaction Analysis Duty

• HR Help Desk Agent Transaction Analysis Duty

• HR Help Desk Manager Transaction Analysis Duty












8





Time ReportingThis subject area can report historical data.

Time dimension is linked to Sales - CRM Sales Activity."Activity"."Creation Date".

Transactional Grain

Activity


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


• 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



9

















• Sales Manager



• Sales VP

Duty Roles















10





Transactional Grain

Activity and Resource


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


• 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






11













• Sales Manager



• Sales VP

Duty Roles












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

12



Aggregated interactions at weekly and monthly level


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


• 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













13






• Sales Manager



• Sales VP

Duty Roles















Transactional Grain

Interaction and Service Request


None.

14



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


• 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














15





• Sales Manager



• Sales VP

Duty Roles














Time dimension is linked to CRM - CRM Interactions Real Time.Interaction.Creation Date.

Transactional Grain

Interaction


None.

16



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


• 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

















17





• Sales Manager



• Sales VP

Duty Roles

















Time dimension is linked to "CRM - CRM Omni Channel Events Real Time"."Omni Channel Event"."Start Time".

Transactional Grain

Omni Channel Event


None.

18



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


• 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





19

















• Sales Manager



• Sales VP

Duty Roles















Primary NavigationNavigator > Service > Service Requests

20




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


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


• 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



21
















• Sales Manager



• Sales VP

Duty Roles












Primary NavigationNavigator > Service > Work Orders


Time dimension is linked to CRM - CRM Work Orders Real Time."CRM Work Order"."Creation Date".

22



Transactional Grain

Work Order


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


• 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


• Not assinged to a job role

Duty Roles


• User System Usage Transaction Analysis Duty

Primary NavigationNavigator > Manage Users

23



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


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


• 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

24


















• Sales Manager



• Sales VP

Duty Roles













25




Time dimension is linked to Service - CRM Customer Coverage Real Time."Customer Coverage"."Start Date".

Transactional Grain

Coverage


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


• 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






26














Duty Roles










Primary NavigationNavigator > Service > Service Requests > Service Request Details > Messages


Time dimension is linked to Service - CRM Inbound Messages Real Time."Inbound Message"."Creation Date".

Transactional Grain

Inbound Message


None.

27



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


• 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


















28




• Sales Manager



• Sales VP

Duty Roles















Primary NavigationNavigator > Service > Queues



Transactional Grain

Service Queue and Resource


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.

29



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


• 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
















• Sales Manager

30





• Sales VP

Duty Roles












Primary NavigationNavigator > Service > Service Requests > Service Request Details > Action Plans


Time dimension is linked to "Service - CRM Service Request Action Plan Actions Real Time"."Time"."Date".

Transactional Grain

Action Plan and Action


Data is limited to Action Plans associated to Service Requests.

Service - CRM Service Request Messages Real Time

Description

31



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


• 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



















• Sales Manager



32



• Sales VP

Duty Roles















Primary NavigationNavigator > Service > Service Requests > Service Request Details > Messages


Time dimension is linked to Service - CRM Service Request Messages Real Time."Service Request Message"."Last UpdateDate".

Transactional Grain

Service Request Message


None.

33



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


• 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














34








• Sales Manager



• Sales VP

Duty Roles















Primary NavigationNavigator > Service > Service Requests > Service Request Details > Milestone Details


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

Transactional Grain

35



Service Request and Coverage Template


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


• 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













36






• Sales Manager



• Sales VP

Duty Roles

















Transactional Grain

Service Request and Resource


None.

37



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


• 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















38







• Sales Manager



• Sales VP

Duty Roles

















Time dimension is linked to Servivce Request Open Date.

Transactional Grain

Service Request and Tag


39



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


• 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









40













• Sales Manager



• Sales VP

Duty Roles

















41



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


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


• 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








42










Duty Roles










Time dimension is linked to Service - CRM Social Post Real Time."Social Post"."Social Post Creation Date".

Transactional Grain

Social Post


None.

User System Usage

Description

43



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


• 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



Duty Roles



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.


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

44



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).

45



46


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:













47






• Sales Manager



• Sales VP

Duty Roles

The following duty roles secure access to the data related to this business question:













How many contacts were not favored with a positiveoutcome with a given agent?

Subject Areas



Job Roles

48



















• Sales Manager



• Sales VP

Duty Roles














49



How many distinct customer contacts does an agentinteract with through a given channel during a specificperiod?

Subject Areas



Job Roles

















• Sales Manager



• Sales VP

Duty Roles

50
















What are the activity objectives for the current period?

Subject Areas


• CRM - CRM Activity Objective Real Time

Job Roles












51







• Sales Manager



• Sales VP

Duty Roles












What are the latest revisions to activity objectives?

Subject Areas



Job Roles



52
















• Sales Manager



• Sales VP

Duty Roles












Who has completed the most activity objectives?

Subject Areas

53





Job Roles
















• Sales Manager



• Sales VP

Duty Roles











54




Are there any workload balancing issues in my team, with afew members performing most of the activities?

Subject Areas


• CRM - CRM Activity Real Time

Job Roles




















• Sales Manager



55



• Sales VP

Duty Roles

















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



Job Roles

56






















• Sales Manager



• Sales VP

Duty Roles












57








As a Service agent, I need to view my workload for theupcoming week/month. What are my urgent/overdue tasksfor this period?

Subject Areas



Job Roles


















58





• Sales Manager



• Sales VP

Duty Roles

















How are the individuals on my team performing withregards to completion of their planned tasks on SRs withmilestone due dates this week?

Subject Areas



59



Job Roles




















• Sales Manager



• Sales VP

Duty Roles









60











How can I identify neglected but strategic accounts toguide my team to focus on these?

Subject Areas



Job Roles
















61







• Sales Manager



• Sales VP

Duty Roles

















What are the activity levels in specific regions?

Subject Areas


• CRM - CRM Activity Resource Real Time

62



Job Roles

















• Sales Manager



• Sales VP

Duty Roles












63





What managers have teams averaging the most activities?

Subject Areas



Job Roles

















• Sales Manager



• Sales VP

Duty Roles

64
















How do the number of activities in a region and theiraverage SR resolution rates by quarter compare?

Subject Areas



Job Roles











65









• Sales Manager



• Sales VP

Duty Roles














How often do communications cross channels to get toresolution?

Subject Areas


• CRM - CRM Interaction Aggregate

66



Job Roles
















• Sales Manager



• Sales VP

Duty Roles












67



How many customer interactions happen without an SR?

Subject Areas



Job Roles
















• Sales Manager



• Sales VP

Duty Roles




68











Across what channels do such non-SR interactions mostoften occur?

Subject Areas



Job Roles
















69



• Sales Manager



• Sales VP

Duty Roles












Is my team following the norm that an SR must be opened(or updated) for every customer communication?

Subject Areas



Job Roles






70













• Sales Manager



• Sales VP

Duty Roles












How many times has the customer communicated with thecontact center on this particular service request and whatchannels did they use?

Subject Areas

71




• CRM - CRM Interaction Service Requests Real Time

Job Roles
















• Sales Manager



• Sales VP

Duty Roles









72






What percentage of service requests involve at least oneinteraction?

Subject Areas



Job Roles
















• Sales Manager



• Sales VP

73



Duty Roles












How many interactions does it take before an SR isresolved? How does this vary across product lines andservice categories?

Subject Areas



Job Roles








74











• Sales Manager



• Sales VP

Duty Roles












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





Job Roles
















• Sales Manager



• Sales VP

Duty Roles









76






What is the interactions activity level across channels andagents? How do they compare across time periods?

Subject Areas


• CRM - CRM Interactions Real Time

Job Roles
















• Sales Manager



• Sales VP

77



Duty Roles












How many interactions does it take on average to resolvean issue? What is the average interaction duration - byteam, agent, and channel?

Subject Areas



Job Roles









78










• Sales Manager



• Sales VP

Duty Roles












Do customers contact us more often to solve issues or toseek answers to questions?

Subject Areas



79



Job Roles
















• Sales Manager



• Sales VP

Duty Roles












80



What channels are the most effective for resolving issueswith a single interaction?

Subject Areas



Job Roles
















• Sales Manager



• Sales VP

Duty Roles



81












What are our issue resolution rates for low and high costchannels?

Subject Areas



Job Roles















82




• Sales Manager



• Sales VP

Duty Roles












Are agents prematurely updating SRs as Resolved to maketheir numbers look better?

Subject Areas



Job Roles





83














• Sales Manager



• Sales VP

Duty Roles












How often are my agents able to resolve issues using a lowcost channel like chat?

Subject Areas

84





Job Roles
















• Sales Manager



• Sales VP

Duty Roles











85




How many interactions are being lost/abandoned? Howdoes this compare with previous periods?

Subject Areas



Job Roles
















• Sales Manager



• Sales VP

Duty Roles

86














As a Service Manager, do I have coverage to support allchannel work? What are the abandonment rates?

Subject Areas


• CRM - CRM Omni Channel Events Real Time

Job Roles













87









• Sales Manager



• Sales VP

Duty Roles















What are the rates for agents declining work offers?

Subject Areas



88



Job Roles



















• Sales Manager



• Sales VP

Duty Roles










89








Are there currently work requests that have a longacceptance time? What are the agent utilization rates?

Subject Areas



Job Roles



















90



• Sales Manager



• Sales VP

Duty Roles















What are the average handle times?

Subject Areas



Job Roles




91


















• Sales Manager



• Sales VP

Duty Roles















92



How long is it taking for offers to be made to agents?

Subject Areas



Job Roles



















• Sales Manager



• Sales VP

Duty Roles

93

















How often do communications cross channels before theyare resolved?

Subject Areas


• CRM - CRM Service Request Summary

Job Roles










94












• Sales Manager



• Sales VP

Duty Roles















What percent of communications are resolved the firsttime? What is the most commonly used channel?

Subject Areas

95





Job Roles



















• Sales Manager



• Sales VP

Duty Roles







96











Are there preferred channels that customers use to contactus for specific service issue categories and product areas?

Subject Areas



Job Roles















97







• Sales Manager



• Sales VP

Duty Roles















What are the number of interactions by channel, agent, andtime period?

Subject Areas



98



Job Roles



















• Sales Manager



• Sales VP

Duty Roles











99







How often are communications being transferred betweenagents?

Subject Areas



Job Roles



















• Sales Manager

100





• Sales VP

Duty Roles















How many interactions, on average, does it require toresolve an issue?

Subject Areas



Job Roles



101



















• Sales Manager



• Sales VP

Duty Roles














102




What is the average length of time of an interaction, byagent and channel?

Subject Areas



Job Roles



















• Sales Manager



103



• Sales VP

Duty Roles















What product lines have a higher percentage of non-compliant SRs open?

Subject Areas



Job Roles





104

















• Sales Manager



• Sales VP

Duty Roles















105



How is the percentage of compliant SRs trending monthover month, quarter over quarter?

Subject Areas



Job Roles



















• Sales Manager



• Sales VP

Duty Roles

106

















Where are the outliers when it comes to compliance?

Subject Areas



Job Roles











107











• Sales Manager



• Sales VP

Duty Roles















Are we keeping the number of non-compliant SRs in checkfor our most valuable customers?

Subject Areas

108





Job Roles



















• Sales Manager



• Sales VP

Duty Roles







109











How frequently do agents link articles to SRs?

Subject Areas



Job Roles

















110





• Sales Manager



• Sales VP

Duty Roles















What is the impact of linking knowledge articles toSRs? Has it led to reduced SR resolution times and SRreopenings ?

Subject Areas



111



Job Roles



















• Sales Manager



• Sales VP

Duty Roles











112







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


• CRM - CRM Work Orders Real Time

Job Roles
















• Sales Manager


113




• Sales VP

Duty Roles












How many were compliant and non-compliant when I, asan agent review my own completed work orders?

Subject Areas



Job Roles







114












• Sales Manager



• Sales VP

Duty Roles












How many are non-compliant, expected non-compliant,and expected compliant during my review of open workorders?

Subject Areas

115





Job Roles
















• Sales Manager



• Sales VP

Duty Roles











116




How many showed up as compliant; how many were non-compliant during my review of completed work orders?

Subject Areas



Job Roles
















• Sales Manager



• Sales VP

Duty Roles

117














How many new coverages begin in the ensuing month?

Subject Areas


• Service - CRM Customer Coverage Real Time

Job Roles














118





• Sales Manager



• Sales VP

Duty Roles












To what extent has the number of customer coveragesincreased between two given dates?

Subject Areas



Job Roles




119















• Sales Manager



• Sales VP

Duty Roles












Are we equipped to service the increase in coverages?

Subject Areas

120





Job Roles
















• Sales Manager



• Sales VP

Duty Roles










121





How many emails are we receiving over time?

Subject Areas


• Service - CRM Inbound Messages Real Time

Job Roles

















Duty Roles




122









What is the current count of inbound email requests bystatus and mailbox?

Subject Areas



Job Roles

















123



Duty Roles










How many messages resulted in new service requestcreation versus update to existing service request?

Subject Areas



Job Roles












124








Duty Roles










How many emails came from known versus unknowncontacts?

Subject Areas



Job Roles






125














Duty Roles










Is the Service organization effectively handling new emails inthe appropriate timeframe?

Subject Areas



Job Roles

126



















Duty Roles










Are my team resources optimally deployed across servicequeues to maximize productivity?

Subject Areas

127




• Service - CRM Service Queue Resources Real Time

Job Roles



















• Sales Manager



• Sales VP

Duty Roles






128












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

Subject Areas



Job Roles














129








• Sales Manager



• Sales VP

Duty Roles















Can the variation in SR resolution times betweenteam members be attributable to sub-optimal queueassignments?

Subject Areas

130





Job Roles



















• Sales Manager



• Sales VP

Duty Roles







131











Are there action plans tracking late to an overall targetcompletion date?

Subject Areas


• Service - CRM Service Request Action Plan Actions Real Time

Job Roles
















132



• Sales Manager



• Sales VP

Duty Roles












What is the delay in estimated completion dates?

Subject Areas



Job Roles







133












• Sales Manager



• Sales VP

Duty Roles












What is the breakdown of open action plans by category?

Subject Areas



134



Job Roles
















• Sales Manager



• Sales VP

Duty Roles












135



How many action plans are open and how long have theybeen open?

Subject Areas



Job Roles
















• Sales Manager



• Sales VP

Duty Roles



136












Are we responding to customer messages in a timelymanner?

Subject Areas


• Service - CRM Service Request Messages Real Time

Job Roles














137








• Sales Manager



• Sales VP

Duty Roles















Are there too many stale messages, that is, messagesthat have not been updated in a long time tied to critical/escalated issues?

Subject Areas

138





Job Roles



















• Sales Manager



• Sales VP

Duty Roles







139











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



Job Roles














140








• Sales Manager



• Sales VP

Duty Roles















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





Job Roles



















• Sales Manager



• Sales VP

Duty Roles







142











How often am I meeting milestone targets for my SRs?Which milestones do I miss most often?

Subject Areas


• Service - CRM Service Request Milestones Real Time

Job Roles















143







• Sales Manager



• Sales VP

Duty Roles















Are there currently service requests that have missed thetarget milestone and require escalation?

Subject Areas



144



Job Roles



















• Sales Manager



• Sales VP

Duty Roles











145







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

Subject Areas



Job Roles



















• Sales Manager

146





• Sales VP

Duty Roles















Are our processes inefficient or preventing agents frommeeting milestones?

Subject Areas



Job Roles



147



















• Sales Manager



• Sales VP

Duty Roles














148




Is a particular target too aggressive? Who is best atachieving targets for a given category of service request?

Subject Areas



Job Roles



















• Sales Manager



149



• Sales VP

Duty Roles















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

Subject Areas



Job Roles





150

















• Sales Manager



• Sales VP

Duty Roles















151



What is the % of open SRs with milestones, that is, have atleast one milestone?

Subject Areas



Job Roles



















• Sales Manager



• Sales VP

Duty Roles

152

















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


• Service - CRM Service Request Resource Real Time

Job Roles








153











• Sales Manager



• Sales VP

Duty Roles














By being part of the SR team, how many SR resolutionshas my resource team been able to influence during thepast period?

Subject Areas

154





Job Roles
















• Sales Manager



• Sales VP

Duty Roles









155








As an agent am I spreading myself too thin by being part ofone too many SR teams?

Subject Areas



Job Roles
















• Sales Manager


156




• Sales VP

Duty Roles














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

Subject Areas


• Service - CRM Service Requests Real Time

Job Roles





157

















• Sales Manager



• Sales VP

Duty Roles















158



How are we doing on SR resolution times between currentand past months? What is the reason for degradation, ifany?

Subject Areas



Job Roles



















• Sales Manager



• Sales VP

159



Duty Roles















What are the SRs that are waiting on my customers?

Subject Areas



Job Roles









160













• Sales Manager



• Sales VP

Duty Roles















Who are my agents that have the most pending SRs?

Subject Areas

161





Job Roles



















• Sales Manager



• Sales VP

Duty Roles








162










How many SRs have been waiting on my agents for morethan 24 hours? Which of these are critical or escalated?

Subject Areas



Job Roles

















163





• Sales Manager



• Sales VP

Duty Roles















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

Subject Areas



Job Roles

164





















• Sales Manager



• Sales VP

Duty Roles












165






How does the aging profile of SRs look like? Are there anyoutliers calling for intervention?

Subject Areas



Job Roles



















• Sales Manager


166




• Sales VP

Duty Roles















How many SRs are unassigned for more than a day? Whoare the impacted customers? How of many of these areraised as critical?

Subject Areas



Job Roles



167



















• Sales Manager



• Sales VP

Duty Roles















168



How many social posts are we receiving over time?

Subject Areas


• Service - CRM Social Post Real Time

Job Roles















Duty Roles








169



What is the current count of inbound social requests bystatus and social channel?

Subject Areas



Job Roles















Duty Roles







170




How many messages resulted in new service requestcreation versus how many messages resulted in an updateto an existing service request?

Subject Areas



Job Roles















Duty Roles





171






How many social posts came from known versus unknowncontacts?

Subject Areas



Job Roles















Duty Roles




172







Is the Service organization effectively handling new socialservice requests in the appropriate timeframe?

Subject Areas



Job Roles















Duty Roles



173








What characteristics do groupings of SR's based onspecific tags (e.g., tag = 'outage') exhibit?

Subject Areas


• Service - CRM Service Request Tags Real Time

Job Roles



















174



• Sales Manager



• Sales VP

Duty Roles















Do SR's with specific tags (e.g., tags for specific partners)show higher resolution times?

Subject Areas



Job Roles



175



















• Sales Manager



• Sales VP

Duty Roles















176



Are we seeing an issue regarding compliance rates withcertain tags?

Subject Areas



Job Roles



















• Sales Manager



• Sales VP

Duty Roles

177

















How many SRs for product 'A' have tag 'X' or 'Y'? Howmany have the 'Potential Churn' tag?

Subject Areas



Job Roles










178












• Sales Manager



• Sales VP

Duty Roles















How many open SRs are linked to each tag?

Subject Areas

179





Job Roles



















• Sales Manager



• Sales VP

Duty Roles








180










How is tag usage across agents and resource teams?Which teams perform better than others?

Subject Areas



Job Roles


















181




• Sales Manager



• Sales VP

Duty Roles















Who are the top 10 active users of the system?

Subject Areas


• User System Usage

Job Roles



182



Duty Roles



Who are the users who have not logged in the system inthe last week?

Subject Areas



Job Roles



Duty Roles



Which department has the highest number of Active users?

Subject Areas



183



Job Roles



Duty Roles



Users belonging to what job title are most active in thesystem?

Subject Areas



Job Roles



Duty Roles



184



How is the user activity split across Channel (Web/Mobile/Mail)?

Subject Areas



Job Roles



Duty Roles



Who are the top 10 active / bottom 10 inactive employeesfrom a user adoption perspective?

Subject Areas


• Sales - CRM Resource System Usage

Job Roles

185





Duty Roles



How are the employees using the system based onChannel (Web/Mobile/Mail)

Subject Areas



Job Roles



Duty Roles



How many days was a resource active by channel?

Subject Areas

186





Job Roles



Duty Roles



187



188


Chapter 4Job Roles

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:


Subject Areas

This job role secures access to the following subject areas:













189


Chapter 4Job Roles









Business Questions

This job role secures access to data that can answer the following business questions:























190


Chapter 4Job Roles
































191


Chapter 4Job Roles

































192


Chapter 4Job Roles
















Channel Administrator

Code Name

ORA_ZPM_CHANNEL_ADMINISTRATOR_JOB

Duty Roles



Subject Areas




193


Chapter 4Job Roles



















Business Questions















194


Chapter 4Job Roles

































195


Chapter 4Job Roles

































196


Chapter 4Job Roles
























Channel Operations Manager

Code Name

ORA_ZPM_CHANNEL_OPERATIONS_MANAGER_JOB

197


Chapter 4Job Roles

Duty Roles



Subject Areas






















Business Questions





198


Chapter 4Job Roles



































199


Chapter 4Job Roles































200


Chapter 4Job Roles
































201


Chapter 4Job Roles



Channel Partner Manager

Code Name

ORA_ZPM_CHANNEL_PARTNER_MANAGER_JOB

Duty Roles



Subject Areas



















202


Chapter 4Job Roles




Business Questions





























203


Chapter 4Job Roles
































204


Chapter 4Job Roles
































205


Chapter 4Job Roles












Channel Partner Portal Administrator

Code Name

ORA_ZPM_CHANNEL_PARTNER_PORTAL_ADMINISTRATOR_JOB

Duty Roles



Subject Areas








206


Chapter 4Job Roles















Business Questions

















207


Chapter 4Job Roles


































208


Chapter 4Job Roles

































209


Chapter 4Job Roles





















Channel Sales Director

Code Name

ORA_ZPM_CHANNEL_SALES_DIRECTOR_JOB

Duty Roles

210


Chapter 4Job Roles



Subject Areas






















Business Questions







211


Chapter 4Job Roles


































212


Chapter 4Job Roles
































213


Chapter 4Job Roles































214


Chapter 4Job Roles


Channel Sales Manager

Code Name

ORA_ZPM_CHANNEL_SALES_MANAGER_JOB

Duty Roles



Subject Areas





















215


Chapter 4Job Roles


Business Questions































216


Chapter 4Job Roles































217


Chapter 4Job Roles
































218


Chapter 4Job Roles











Customer Relationship Management ApplicationAdministrator

Code Name

ORA_ZCA_CUSTOMER_RELATIONSHIP_MANAGEMENT_APPLICATION_ADMINISTRATOR_JOB

Duty Roles



Subject Areas








219


Chapter 4Job Roles















Business Questions

















220


Chapter 4Job Roles


































221


Chapter 4Job Roles

































222


Chapter 4Job Roles





















Customer Service Manager

Code Name

ORA_SVC_CUSTOMER_SERVICE_MANAGER_JOB

Duty Roles

223


Chapter 4Job Roles



Subject Areas






















Business Questions







224


Chapter 4Job Roles


































225


Chapter 4Job Roles
































226


Chapter 4Job Roles































227


Chapter 4Job Roles


Customer Service Representative

Code Name

ORA_SVC_CUSTOMER_SERVICE_REPRESENTATIVE_JOB

Duty Roles



Subject Areas




















228


Chapter 4Job Roles

Business Questions
































229


Chapter 4Job Roles































230


Chapter 4Job Roles






























231


Chapter 4Job Roles


Human Resource Help Desk Administrator

Code Name

ORA_SVC_HUMAN_RESOURCE_HELP_DESK_ADMINISTRATOR_JOB

Duty Roles



Subject Areas












Business Questions







232


Chapter 4Job Roles


































233


Chapter 4Job Roles






















Human Resource Help Desk Agent

Code Name

ORA_SVC_HUMAN_RESOURCE_HELP_DESK_AGENT_JOB

Duty Roles

234


Chapter 4Job Roles



Subject Areas











Business Questions



















235


Chapter 4Job Roles































236


Chapter 4Job Roles








Human Resource Help Desk Manager

Code Name

ORA_SVC_HUMAN_RESOURCE_HELP_DESK_MANAGER_JOB

Duty Roles



Subject Areas












237


Chapter 4Job Roles

Business Questions
































238


Chapter 4Job Roles






























239


Chapter 4Job Roles

Not assinged to a job role

Code Name

Not assinged to a job role

Duty Roles



Subject Areas




Business Questions










Partner Administrator

Code Name

240


Chapter 4Job Roles

ORA_ZPM_PARTNER_ADMINISTRATOR_JOB

Duty Roles



Subject Areas





















Business Questions





241


Chapter 4Job Roles



































242


Chapter 4Job Roles































243


Chapter 4Job Roles































244


Chapter 4Job Roles

Partner Sales Manager

Code Name

ORA_ZPM_PARTNER_SALES_MANAGER_JOB

Duty Roles



Subject Areas





















Business Questions

245


Chapter 4Job Roles


































246


Chapter 4Job Roles































247


Chapter 4Job Roles

































248


Chapter 4Job Roles




Partner Sales Representative

Code Name

ORA_ZPM_PARTNER_SALES_REPRESENTATIVE_JOB

Duty Roles



Subject Areas


















249


Chapter 4Job Roles




Business Questions




























250


Chapter 4Job Roles
































251


Chapter 4Job Roles

































252


Chapter 4Job Roles









Sales Administrator

Code Name

ORA_ZBS_SALES_ADMINISTRATOR_JOB

Duty Roles




Subject Areas











253


Chapter 4Job Roles












Business Questions




















254


Chapter 4Job Roles

































255


Chapter 4Job Roles


































256


Chapter 4Job Roles


















Sales Lead Qualifier

Code Name

ORA_MKL_SALES_LEAD_QUALIFIER_JOB

Duty Roles



Subject Areas

257


Chapter 4Job Roles





Business Questions













Sales Manager

Code Name

ORA_ZBS_SALES_MANAGER_JOB

Duty Roles




258


Chapter 4Job Roles


Subject Areas




















Business Questions










259


Chapter 4Job Roles
































260


Chapter 4Job Roles

































261


Chapter 4Job Roles




















Sales Representative

Code Name

ORA_ZBS_SALES_REPRESENTATIVE_JOB

Duty Roles



262


Chapter 4Job Roles



Subject Areas




















Business Questions









263


Chapter 4Job Roles
































264


Chapter 4Job Roles

































265


Chapter 4Job Roles





















Sales Restricted User

Code Name

ORA_ZBS_SALES_RESTRICTED_USER_JOB

Duty Roles

266


Chapter 4Job Roles





Subject Areas




















Business Questions







267


Chapter 4Job Roles

































268


Chapter 4Job Roles

































269


Chapter 4Job Roles






















Sales VP

Code Name

ORA_ZBS_SALES_VP_JOB

Duty Roles

270


Chapter 4Job Roles





Subject Areas




















Business Questions







271


Chapter 4Job Roles

































272


Chapter 4Job Roles
































273


Chapter 4Job Roles























274


Chapter 5Duty Roles

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:


Subject Areas

This duty role secures access to the following subject areas:











Business Questions

275


Chapter 5Duty Roles

This duty role secures access to data that can answer the following business questions:


































276


Chapter 5Duty Roles



























HR Help Desk Agent Transaction Analysis Duty

Code Name

277


Chapter 5Duty Roles

FBI_HR_HELP_DESK_AGENT_TRANSACTION_ANALYSIS_DUTY

Job Roles



Subject Areas











Business Questions














278


Chapter 5Duty Roles

































279


Chapter 5Duty Roles











HR Help Desk Manager Transaction Analysis Duty

Code Name

FBI_HR_HELP_DESK_MANAGER_TRANSACTION_ANALYSIS_DUTY

Job Roles



Subject Areas








280


Chapter 5Duty Roles





Business Questions




























281


Chapter 5Duty Roles































282


Chapter 5Duty Roles




Marketing Lead Transaction Analysis Duty

Code Name

FBI_MARKETING_LEAD_TRANSACTION_ANALYSIS_DUTY

Job Roles



• Sales Manager



• Sales VP

Subject Areas





Business Questions






283


Chapter 5Duty Roles








Partner Channel Administrative Transaction Analysis Duty

Code Name

FBI_PARTNER_CHANNEL_ADMINISTRATIVE_TRANSACTION_ANALYSIS_DUTY

Job Roles





Subject Areas











284


Chapter 5Duty Roles












Business Questions




















285


Chapter 5Duty Roles

































286


Chapter 5Duty Roles


































287


Chapter 5Duty Roles


















Partner Channel Transaction Analysis Duty

Code Name

FBI_PARTNER_CHANNEL_TRANSACTION_ANALYSIS_DUTY

Job Roles





288


Chapter 5Duty Roles


Subject Areas






















Business Questions









289


Chapter 5Duty Roles

































290


Chapter 5Duty Roles

































291


Chapter 5Duty Roles






























292


Chapter 5Duty Roles

Partner Org Transaction Analysis Duty

Code Name

FBI_PARTNER_ORG_TRANSACTION_ANALYSIS_DUTY

Job Roles





Subject Areas





















293


Chapter 5Duty Roles

Business Questions

































294


Chapter 5Duty Roles
































295


Chapter 5Duty Roles

































296


Chapter 5Duty Roles




Sales Administrative Transaction Analysis Duty

Code Name

FBI_SALES_ADMINISTRATIVE_TRANSACTION_ANALYSIS_DUTY

Job Roles



Subject Areas


















297


Chapter 5Duty Roles





Business Questions




























298


Chapter 5Duty Roles
































299


Chapter 5Duty Roles

































300


Chapter 5Duty Roles












Sales Campaign Transaction Analysis Duty

Code Name

FBI_SALES_CAMPAIGN_TRANSACTION_ANALYSIS_DUTY

Job Roles


• Sales Manager



• Sales VP

Subject Areas





301


Chapter 5Duty Roles

Business Questions













Sales Executive Transaction Analysis Duty

Code Name

FBI_SALES_EXECUTIVE_TRANSACTION_ANALYSIS_DUTY

Job Roles


• Sales VP

Subject Areas




302


Chapter 5Duty Roles

















Business Questions
















303


Chapter 5Duty Roles

































304


Chapter 5Duty Roles
































305


Chapter 5Duty Roles














Sales Managerial Transaction Analysis Duty

Code Name

FBI_SALES_MANAGERIAL_TRANSACTION_ANALYSIS_DUTY

Job Roles


• Sales Manager


Subject Areas




306


Chapter 5Duty Roles

















Business Questions
















307


Chapter 5Duty Roles

































308


Chapter 5Duty Roles
































309


Chapter 5Duty Roles














Sales Transaction Analysis Duty

Code Name

FBI_SALES_TRANSACTION_ANALYSIS_DUTY

Job Roles



Subject Areas





310


Chapter 5Duty Roles
















Business Questions
















311


Chapter 5Duty Roles

































312


Chapter 5Duty Roles
































313


Chapter 5Duty Roles














Service Administrative Transaction Analysis Duty

Code Name

FBI_SERVICE_ADMINISTRATIVE_TRANSACTION_ANALYSIS_DUTY

Job Roles




Subject Areas




314


Chapter 5Duty Roles



















Business Questions















315


Chapter 5Duty Roles
































316


Chapter 5Duty Roles

































317


Chapter 5Duty Roles

























Service Managerial Transaction Analysis Duty

Code Name

318


Chapter 5Duty Roles

FBI_SERVICE_MANAGERIAL_TRANSACTION_ANALYSIS_DUTY

Job Roles



Subject Areas






















Business Questions




319


Chapter 5Duty Roles



































320


Chapter 5Duty Roles































321


Chapter 5Duty Roles































322


Chapter 5Duty Roles





Service Transaction Analysis Duty

Code Name

FBI_SERVICE_TRANSACTION_ANALYSIS_DUTY

Job Roles



Subject Areas

















323


Chapter 5Duty Roles




Business Questions





























324


Chapter 5Duty Roles































325


Chapter 5Duty Roles































326


Chapter 5Duty Roles




User System Usage Transaction Analysis Duty

Code Name

FBI_USER_SYSTEM_USAGE_TRANSACTION_ANALYSYS_DUTY

Job Roles



Subject Areas




Business Questions










327


Chapter 5Duty Roles

328

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