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Social Monitor SLA's - Analytics Cookbook Recipe

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.

Tagged:

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