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Social Monitor SLA's - Analytics Cookbook Recipe

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edited Apr 29, 2020 5:17PM in Reporting & Analytics for B2C Service 2 comments

Content

 

 

 

 

 

 

Social Monitor SLA's

 

 

 

 

Measuring Social Agent Effectivness

 

 

 

 

 

 

 

 

 

Authors:

 

 

 

 

BenFisher

Oracle Service Cloud

Developer

 

 

 

 

Danette Beal

Oracle Service Cloud

Sr. Product Manager

 

 

 

 

 

 

 

 

 

Difficulty rating: (Intermediate)

 

 

 

 

Target persona: Managers

 

 

 

 

Ingredients:

 

 

 

 

7 Tables

                - cloud_results, cloud_search2results, cloud_searches, channel_accounts, incidents,

                    transactions, transactions2

                - 0 Outer, 5 Inner, 1 Double Join

 

 

 

 

2 Columns using formulas (1 min(); 1 date_diff() with a nested min() )

 

 

 

 

4 Filters

 

 

 

 

1 Rollup

 

 

 

 

Overall description/purpose: This report provides visibility into agent effectiveness specifically for agents who respond to social data. This report evaluates the time lapse between when a customer submits a post via a social channel and the agent responds through an incident created. This time measurement allows administrators to evaluate productivity against Service Level Agreements and whether or not agents are hitting targets.

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