OA4F_CX_SERVICE_REQUEST_ANALYSIS_DUTY
This duty role is related to the following job roles:
Customer Service Manager
Customer Service Representative
Sales Administrator
Sales Manager
Sales Representative
Sales VP
This duty role secures access to the following subject areas:
CX - Service Request
This duty role secures access to data that can answer the following business questions:
Are there preferred channels that customers use to contact us for specific service issue categories and product areas?
What is our SR backlog rate?
What is the trend of SRs over period of time? How are the SR's split based on status and severity?
How are the SR's aging?
Are we efficient in resolving SRs? Where are the bottlenecks?
What % of SRs get resolved on the same day and next day?
What product lines have a higher percentage of non-compliant SRs open?
What is the most commonly used channel?
How are my agents performing?
Which customers have reported the most SRs?
What is the trend of SRs by Category?