Transcription
PeopleSoft CRM Call Center ReportsOctober 2009
PeopleSoft CRM Call Center ReportsSKU crm91ccal-r1009Copyright 1988, 2009, Oracle and/or its affiliates. All rights reserved.Trademark NoticeOracle is a registered trademark of Oracle Corporation and/or its affiliates. Other names may be trademarks of theirrespective owners.License Restrictions Warranty/Consequential Damages DisclaimerThis software and related documentation are provided under a license agreement containing restrictions on use anddisclosure and are protected by intellectual property laws. Except as expressly permitted in your license agreementor allowed by law, you may not use, copy, reproduce, translate, broadcast, modify, license, transmit, distribute,exhibit, perform, publish or display any part, in any form, or by any means. Reverse engineering, disassembly, ordecompilation of this software, unless required by law for interoperability, is prohibited.Warranty DisclaimerThe information contained herein is subject to change without notice and is not warranted to be error-free. If you findany errors, please report them to us in writing.Restricted Rights NoticeIf this software or related documentation is delivered to the U.S. Government or anyone licensing it on behalf of theU.S. Government, the following notice is applicable:U.S. GOVERNMENT RIGHTSPrograms, software, databases, and related documentation and technical data delivered to U.S. Government customersare “commercial computer software” or “commercial technical data” pursuant to the applicable Federal AcquisitionRegulation and agency-specific supplemental regulations. As such, the use, duplication, disclosure, modification, andadaptation shall be subject to the restrictions and license terms set forth in the applicable Government contract, and,to the extent applicable by the terms of the Government contract, the additional rights set forth in FAR 52.227-19,Commercial Computer Software License (December 2007). Oracle USA, Inc., 500 Oracle Parkway, Redwood City,CA 94065.Hazardous Applications NoticeThis software is developed for general use in a variety of information management applications. It is not developedor intended for use in any inherently dangerous applications, including applications which may create a riskof personal injury. If you use this software in dangerous applications, then you shall be responsible to take allappropriate fail-safe, backup, redundancy and other measures to ensure the safe use of this software. OracleCorporation and its affiliates disclaim any liability for any damages caused by use of this software in dangerousapplications.Third Party Content, Products, and Services DisclaimerThis software and documentation may provide access to or information on content, products and services from thirdparties. Oracle Corporation and its affiliates are not responsible for and expressly disclaim all warranties of any kindwith respect to third party content, products and services. Oracle Corporation and its affiliates will not be responsiblefor any loss, costs, or damages incurred due to your access to or use of third party content, products or services.
ContentsChapter 1PeopleSoft CRM Call Center Reports. . . . . . . . .PeopleSoft CRM Call Center Reports: A to Z . . . . . . . . .PeopleSoft HelpDesk Reports . . . . . . . .PeopleSoft Support Reports . . . . . . . .Solution Reports . . . . . . . .11245Report Samples.7Copyright 2009, Oracle and/or its affiliates. All rights reserved.iii
ContentsivCopyright 2009, Oracle and/or its affiliates. All rights reserved.
CHAPTER 1PeopleSoft CRM Call Center ReportsThis appendix provides an overview of PeopleSoft Support and PeopleSoft HelpDesk reports and enables you toview summary tables of all reports.Note. For samples of these reports, see the Portable Document Format (PDF) files that are published on CD-ROMwith your documentation.See AlsoEnterprise PeopleTools 8.50 PeopleBook: PeopleSoft Process SchedulerPeopleSoft CRM Call Center Reports: A to ZThese tables list the PeopleSoft Support and PeopleSoft HelpDesk reports, sorted alphanumerically byreport ID.This section discusses: PeopleSoft HelpDesk case reports.Except for report RCC2009, all HelpDesk-specific report IDs start with RCC1 PeopleSoft Support case reports.All Support-specific report IDs start with RCC2. Solution reports (shared by both applications).Solution report IDs start with RCC2.Note. All reports in this appendix are Crystal reports. For most reports the query name and report name are thesame. If the query name is different, it appears in the Report ID and Report Name column. Unless otherwisenoted, the from date and through date for the cases included in a report refer to the case creation date.Copyright 2009, Oracle and/or its affiliates. All rights reserved.1
PeopleSoft CRM Call Center ReportsChapter 1PeopleSoft HelpDesk ReportsReport ID and ReportNameRCC1002HelpDesk Cases By AgentRCC1003HelpDesk Cases ByDepartmentRCC1004HelpDesk Cases ByPriority (RC CASES BYPRIORITY)RCC1005HelpDesk Cases By TypeRCC1006HelpDesk Cases By StatusRCC1007HelpDesk Case vigationThis report categorizes casesaccording to the agents towhom the case is assigned.For each case, the reportshows the case ID, status,priority, contact name, datecreated, and subject.HelpDesk, Reports, CaseBy Agent, HelpDesk CaseBy AgentRUN RCC1002This report lists thedepartments that havereported cases. For eachdepartment, the report showsthe number of cases reported.HelpDesk, Reports, Case ByDepartment, HelpDesk CaseBy DepartmentRUN RCC1003This report provides a list ofcases ordered by priority andgives the total number ofcases for each priority. Foreach case, the report showsthe priority, case ID, status,department, reported by,date created, and assignedto agent.HelpDesk, Reports, Case ByPriority, HelpDesk Case ByPriorityRUN RCC1004This report provides a listof cases categorized andsubtotaled by case type. Foreach case, the report showsthe case ID, priority, status,caller name, date created,and assigned to.HelpDesk, Reports, CaseBy Type, HelpDesk CaseBy TypeRUN RCC1005This report lists case statuses HelpDesk, Reports, Caseand gives the number of cases By Status, HelpDesk Casewith each status.By StatusRUN RCC1006This report groups cases bycategory and provides thetotal number of cases foreach category. For each case,the report shows the caseID, category, type, detail,creation date, caller name,status, and summary.HelpDesk, Reports, CaseBy Category/Type/Detail,HelpDesk Case ByCtg/Type/DtlRUN RCC1007HelpDesk, Reports, CaseInformation, HelpDesk CaseInformationRUN RCC1008This report provides detailedHelpDesk Case Information information for cases,including most of thedata shown in the casecomponent.RCC10082Run Control PageCopyright 2009, Oracle and/or its affiliates. All rights reserved.
Chapter 1Report ID and ReportNameRCC1009HelpDesk Cases StatusBy AgentRCC1010HelpDesk Time ToClose By Agent(RC CLOSEBYAGENT)RCC1011HelpDesk Cases ByEmployeePeopleSoft CRM Call Center ReportsDescriptionThis report lists agents towhom cases have beenassigned. For each agent, thereport shows the agent’s IDand name and the number ofopen cases for that agentin total and broken out bycase status.This report lists agents whohave been assigned cases.For each agent, the reportshows the agent’s ID andname, a list of the agent’sclosed cases, the total numberof cases closed, and theaverage number of days toclose. The case showsthe case ID, priority, dateopened, date closed, and daysto close.This report lists employeeswho have reported cases. Foreach employee, the reportshows the number of casesopened.This report lists businessHelpDesk Cases by Business projects that have been usedProjectin cases. For each businessproject, the report shows thenumber of cases where thebusiness project was used.RCC1012RCC2009HelpDesk EmployeesWith CaseThis report lists employeeswho opened cases during thespecified time period. Foreach employee, the reportprovides a name, location,department, telephonenumber with extension, andemail address. No caseinformation appears onthis report.Copyright 2009, Oracle and/or its affiliates. All rights reserved.NavigationRun Control PageHelpDesk, Reports, CaseStatus By Agent, HelpDeskCase Status By AgentRUN RCC1009HelpDesk, Reports, Time ToClose By Agent, HelpDeskTime To Close By AgentRUN RCC1010HelpDesk, Reports, CaseBy Employee, HelpDeskCase By EmployeeRUN RCC1011HelpDesk, Reports, Case ByBusiness Projects, HelpDeskCase By Business ProjectsRUN RCC1012HelpDesk, Reports,Employees with Case,HelpDesk EmployeesWith CaseRUN RCC20093
PeopleSoft CRM Call Center ReportsChapter 1PeopleSoft Support ReportsReport ID and ReportNameRCC2000Agreement Type Statistics(RCC 3007)RCC2001Case InformationRCC2002Case by AgeRCC2003Case by Agent(RC CASESBYAGENT)RCC2004Case by CustomerRCC2005Cases by Priority4DescriptionNavigationThis report provides statisticsfor agreements used duringa specified date range,including the number ofcases opened, the number ofcases closed and the averagetime to close in days andin hours.This report provides detailedinformation for cases,including most of thedata shown in the casecomponent.Run Control PageSupport, Reports, Agreement RUN RCC2000Statistics, AgreementStatisticsSupport, Reports, SupportCase InformationRUN RCC2001This report categorizes casesby creation date and then bycustomer. For each case, thereport shows the case ID,priority, status, case type,contact name, assigned toagent, and subject.Support, Reports, CasesBy AgeRUN RCC2002This report lists agents towhom cases have beenassigned. For each agent,the report shows the agent’sname and the number ofcases assigned to the agent,opened by the agent, andclosed by the agent. Thereport also provides theaverage time to close (indays and hours) for cases thatthe agent closed.Support, Reports, Cases ByAgent, Case By AgentRUN RCC2003This report categorizes casesby customer. For each case,the report shows the caseID, priority, status, productID, case type, contact name,date created, assigned toagent, and subject.Support, Reports, Cases ByCustomerRUN RCC2004This report categorizes casesby priority and status, then bycustomer. For each case, thereport shows the case ID,case type, date created, andsubject.Support, Reports, Cases ByPriority, Cases by PriorityRUN RCC2005Copyright 2009, Oracle and/or its affiliates. All rights reserved.
Chapter 1PeopleSoft CRM Call Center ReportsReport ID and ReportNameRCC2006Case by ProductRCC2007Cases by TypeRCC2008Cases ReopenedRCC2013Support Agreement UsageDescriptionNavigationRun Control PageThis report categorizes casesby product. For each case,the report shows the productID, case ID, priority, status,case type, contact name, datecreated, assigned to agent,and subject.Support, Reports, Cases ByProduct, Cases by ProductRUN RCC2006This report categorizes casesby case type. For each case,the report shows the case ID,priority, status, contact name,date created, assigned toagent, and subject.Support, Reports, Cases byType, Cases By TypeRUN RCC2007This report lists cases thathave been reopened. Foreach case, the report showsthe case ID, the date the casewas reopened, and the userwho reopened the case.Support, Reports, CasesReopened, Cases ReopenedRUN RCC2008Support, Reports, SupportAgreement Dates, SupportAgreement DatesRUN RCC2013Note. This report requiresthat the Case Re-Openedpolicy be activated in thePredictive AnalyticsFramework definition.This report lists agreementsthat have been associatedwith cases. Agreements arecategorized by customer. Foreach agreement, the reportshows the agreement code,the start date, the end date,and the number of cases thatare associated with thatagreement.See Alsocact, Automation Tools, Working with Active Analytics FrameworkSolution ReportsReport ID and ReportNameRCC2012Solutions UsageDescriptionThis report lists solutions thatwere used in cases createdduring the specified daterange. For each solution, thereport shows the solutionusage count, solved count,and success rate.Copyright 2009, Oracle and/or its affiliates. All rights reserved.NavigationSolutions, Reports,Solutions, Solution UsageRun Control PageRUN RCC20125
PeopleSoft CRM Call Center ReportsReport ID and ReportNameRCC2014Top Ten Solutions byProductChapter 1DescriptionNavigationFor each included product,this report lists the tensolutions that most oftenresolved cases that werecreated during the specifieddate range.Solutions, Reports, Top TenSolutions by Product, TopTen Solutions by ProductRun Control PageRUN RCC2014For each solution, the reportshows the number of casessolved for that product.6Copyright 2009, Oracle and/or its affiliates. All rights reserved.
Report SamplesCopyright 2009, Oracle and/or its affiliates. All rights reserved.7
Case ID142OPENLOWPriorityHarrison,Robert ,Gayle MWarner,Sharon JHolmes,Francine KJognu,Ravi TOPENLOWOPENThomas,Michael ELOWPeopleSoft Proprietary and ConfidentialProblem Detail: Having Black Screen problem168Problem Detail: Computer hangs while running a program158Merrimount,Shelley LBartlett,Joseph DProblem Detail: Need instructions on how to upgrade Win 95 to Win 98Symth,Kendall RProblem Detail: Cannot change display settings167Problem Detail: Printer jammingRider,Barry RProblem Detail: Question on "Bits" and "Bytes" - Personal Computer169109/26/20013:36:24 PM07/10/2000Date CreatedPage No.Run Date:Run /200103/14/2001Problem Detail: Need Instructions Upgrading Microsoft Windows 95 or Windows 3.1 to Windows 98 onLansing,Maureen JStatusStatus:US300Business Unit:AgentAllPriority:09/28/2001Through Date:OPENAssigned To: All09/07/1997HelpDesk Cases By AgentPeopleSoftFrom Date:Report ID: RCC1002
Case ID172PriorityLOW147OPENMEDOPENLOWChow,Bernard JDavies,Susan DContactWalsh,Brian J209/26/20013:36:24 PM02/15/200107/10/2000Date Created03/14/2001Page No.Run Date:Run Time:OPENLOWOPENLOWPeopleSoft Proprietary and ConfidentialProblem Detail: How to map a Network Printer166Problem Detail: How to clear copier/scanner jams for Copiers161Lewis,Alicia MHolmes,Francine K02/15/200102/15/2001Problem Detail: Upgrading Microsoft Windows 95 or Windows 3.1 to Windows 98 on Personal Computer159Problem Detail: The screen display is not properly alignedTripper,Elssie PProblem Detail: How do you determine the speed of the Drive.StatusOPENStatus:US300Business Unit:AgentAllPriority:09/28/2001Through Date:OPENAssigned To: All09/07/1997HelpDesk Cases By AgentPeopleSoftFrom Date:Report ID: RCC1002
OPENBusiness Unit: US300Status:Report ID: RCC100309/28/200128616Total NumberPeopleSoft Proprietary and ConfidentialPage No.Run Date:Run Time:Number of Problem ReportsThrough Date:MarketingSales and ServicesWestern Sales RegionDepartmentFrom Date: 09/07/1997HelpDesk Cases By DepartmentPeopleSoft109/26/20013:37:30 PM
Case CUSTStatusReported ByHolmes,Francine KHolmes,Francine KTotal # of Cases for PriorityWestern Sales R Walsh,Brian JSales and Servic Jognu,Ravi TSales and Servic Merrimount,Shelley LWestern Sales R Lewis,Alicia MSales and Servic Orellana,Mason DSales and Servic McGuire,William JMarketingMarketingWestern Sales R Harrison,Robert MSales and Servic Chow,Bernard JWestern Sales R Bartlett,Joseph DSales and Servic Klein,Alexa JWestern Sales R Davies,Susan DSales and Servic Harris,George HSales and Servic Johanssen,John AWestern Sales R Davies,Susan DWestern Sales R Harris,Ben MWestern Sales R Zigardo,Marion JWestern Sales R Davies,Susan DWestern Sales R Harrison,Robert MTotal # of Cases for PriorityWestern Sales R Warner,Sharon JSales and Servic Chow,Bernard JDepartmentStatus:09/28/2001Thru Date:Business UnitPriority:09/07/1997Help Desk Cases By PriorityPeopleSoftFrom Date:Report ID: RCC100420Thomas,Michael ELansing,Maureen JSymth,Kendall RTripper,Elssie PRider,Barry RLansing,Maureen JRider,Barry RTripper,Elssie PTripper,Elssie PTripper,Elssie PSymth,Kendall RRider,Barry RTripper,Elssie PRider,Barry RLansing,Maureen JSymth,Kendall RLansing,Maureen JLansing,Maureen JThomas,Michael ELansing,Maureen J2Rider,Barry RSymth,Kendall RAssigned To109/26/20013:38:18 PPeopleSoft Proprietary and /200007/10/2000HIGH02/15/200112/13/2000Date CreatedAllAllRun Time:Run Date:Page No.
Case StatusOPENTotal # of Cases for PrioritySales and Servic Gardner,Gayle MWestern Sales R Davies,Susan DDepartmentReported ByWestern Sales R Davies,Susan DStatus:09/28/2001Thru Date:Business UnitPriority:09/07/1997Help Desk Cases By PriorityPeopleSoftFrom Date:Report ID: RCC10043Symth,Kendall RRider,Barry RAssigned ToTripper,Elssie P209/26/20013:38:18 PPeopleSoft Proprietary and ConfidentialMED12/13/200009/12/2000Date Created07/10/2000AllAllRun Time:Run Date:Page No.
DEFECENHQUESTCase TypePriorityCase TypeCase TypeHIGHCUSTStatusMEDCUSTDavies,Susan DLOWOPENHarrison,Robert M07/10/2000ENH09/12/2000DEFEC12/13/2000Date CreatedAllAll11Lansing,MaureenRider,Barry RSymth,Kendall RAssigned To3:39:04 PMRun Time:LOWENGDavies,Susan DLOWMEDOPENCUSTLOWCUSTHarris,Ben MSummaryQuestion on Display Settings for the ansing,MaureenTripper,Elssie PLansing,MaureenThomas,Michael EPeopleSoft Proprietary and ConfidentialDavies,Susan DZigardo,Marion JSummaryThe screen display is not properly aligned147SummaryQuestion on Payroll146SummaryComputer hangs while running a program145109/26/2001Run Date:Page No.SummaryNeed Instructions Upgrading Microsoft Windows 95 or Windows 3.1 to Windows 98 on142Total # of Cases for Case Type:SummaryMachine hangs when a new application is started153Chow,Bernard JNameTotal # of Cases for Case Type:SummaryBlank screen on the monitor155Case IDStatus:09/28/2001Thru Date:Business Unit: US300Priorities:09/07/1997HelpDesk Cases By Problem TypePeopleSoftFrom Date:Report ID: RCC1005
From Date: 09/07/1997Case StatusCUSTENGOPENRSRCHThru Date: 09/28/2001PeopleSoftHelpDesk Cases By StatusTotal Number of Problems Reported for Business Unit: US300Business Unit: US300Report ID: RCC100634Number Of Cases92203Run Time:Run Date:Page No.109/26/20013:40:06 PM
AllAllAllHWDESWCase CategoryUS300 HWUS300 HWUS300 HWUS300 HWUS300 HWUS300 HWUS300 HWUS300 HWUS300 HWUS300 HWCase 2/13/20002/15/20002/15/20002/15/200Unit Category Type DetailCase CreatedCase n IDReport ID: NOPENOPENOPENOPENOPENHarrison,Robert MCarver,Amed TDavies,Susan DZigardo,Marion JHarris,Ben MDavies,Susan DJohanssen,John AHarris,George HChow,Bernard JBartlett,Joseph DChow,Bernard JHolmes,Francine KHolmes,Francine KLewis,Alicia MMerrimount,Shelley LJognu,Ravi TGardner,Shirley MKlein,Alexa JWalsh,Brian JDavies,Susan DGardner,Gayle MHarrison,Robert MDavies,Susan DDavies,Susan DDavies,Susan DKlein,Alexa JKlein,Alexa JOrellana,Mason DWarner,Sharon JStatusNameAllAll109/26/20013:41:50 PMPage No.Run Date:Run Time:PeopleSoft Proprietary and ConfidentialThe screen display is not properly alignedNeed instructions on how to upgrade Win 95 to Win 98Error Message "System has low resources"Having problem with my diskMachine hangs when a new application is startedComputer hangs while playing a gameComputer hangs when a program is selected from the Start MenuComputer hangs as soon as a game CD is inserted.What is the major difference in "Bits" and "Bytes" in a Personal ComputerCannot change display settings# of Cases for Category HW10Need Instructions Upgrading Microsoft Windows 95 or Windows 3.1 to Windows 9Computer System lock-ups all the time.Computer hangs while running a programQuestion on PayrollQuestion on Display Settings for the LaptopCannot see proper imageQuestion on Self Test on printers.Display Settings not workingBlank screen on the monitorComputer hangs while running a programUpgrading Microsoft Windows 95 or Windows 3.1 to Windows 98 on Personal CHow to clear copier/scanner jams for CopiersPrinter jammingHow to map a Network PrinterHaving Black Screen problemQuestion on "Bits" and "Bytes" - Personal ComputerQuestion on Upgrading Memory on ITN ComputersReceiving error message, "Personal Computer display correct?"How do you determine the speed of the Drive.# of Cases for Category19SummaryStatusCase TypeHelpDesk Cases By Type/Category/DetailPeopleSoft
PeopleSoftTo Case Number0US300149From Case NumberBusiness UnitProblem Report ID:Created By9,999Assigned ToReported By09/28/2001PeopleSoft Proprietary and ConfidentialThrough Date:09/05/1993HelpDesk Case InformationFrom Date:Report ID: RCC1008Run Time:Maureen LansingAllAllPage No.Run Date:409/26/20013:51:12 PM
To Case Number0US300149From Case NumberBusiness UnitProblem Report ID:09/12/2000Creation Date :Note AttachmentsSeq No SubjectEntered ByPeopleSoft Proprietary and ConfidentialDate EnteredQuestion on Display Settings for the LaptopProblem Descr :NotesQuestion on Display Settings for the LaptopSubject :Created By :Harris,Ben MCreated By9,999Page No.Run Time:Run Date:Maureen LansingAllAllCUSTLOWSmyth,Ebrima TStatus :Priority :Assigned To : Maureen LansingAssigned ID : 621Assigned ToReported By09/28/2001Reported By :Department Name: Western Sales RegionKU010Through Date:09/05/1993Department ID:PeopleSoftHelpDesk Case InformationFrom Date:Report ID: RCC1008509/26/20013:51:12 PM
149Problem Report ID:Action History2Seq NoAction History1New Value:Old Value:New Value:CUSTCreated By9,999Assigned ToReported By09/28/2001PeopleSoft Proprietary and ConfidentialUS300Business Unit621To Case Number0From Case NumberOld Value:Through Date:09/05/1993Seq NoPeopleSoftHelpDesk Case InformationFrom Date:Report ID: RCC1008Run Time:Maureen LansingAllAllPage No.Run Date:609/26/20013:51:12 PM
NameTripper,Elssie PRider,Barry RSymth,Kendall RThomas,Michael ELansing,Maureen J591592620621US300PeopleSoftTotal # of Cases forTotal # of Cases forTotal # of Cases for9/28/200109/26/20013:53:12 PMRun Date:1Open - Research6Rider,Barry R3PeopleSoft Proprietary and ConfidentialOpen - Awaiting User21Open - New CaseThomas,Michael E15Open - Awaiting EngSymth,Kendall R31Open - ResearchOpen - New Case2Open - New Case21Open - Awaiting EngOpen - Awaiting User2Open - Awaiting User64Open - New CaseTripper,Elssie P1# of Cases for StatusRun Time:1Page No.Open - Awaiting UserCase StatusThru Date:Total # of Cases for9/6/1998HelpDesk Cases Status By Agent ReportFrom Date:Assigned To590Business Unit:Report ID: RCC1009
Report ID: RCC10099/6/1998Total Cases for Business Unit:25PeopleSoft Proprietary and ConfidentialUS30061Open - ResearchLansing,Maureen J29/28/200109/26/20013:53:12 PMRun Date:Run Time:2Page No.Open - New CaseThru Date:Total # of Cases forFrom Date:HelpDesk Cases Status By Agent ReportPeopleSoft
Tripper,Elssie PUS300MEDPriorityThomas,Michael ELOWLansing,Maureen J146LOWTotal # of Closed Cases for Bus. UnitUS30042142LOWTotal # of Closed Cases for Lansing,Maureen J62111451147Case ID9/6/1998Total # of Closed Cases for Thomas,Michael E620PeopleSoft9/3/2001 12:00:00A9/3/2001 12:00:00A9/3/2001 12:00:00A420420420420PeopleSoft Proprietary and ConfidentialAverage # of Days to Close:Average # of Days to Close:7/10/2000 10:38:157/10/2000 9:58:11Average # of Days to Close:7/10/2000 10:34:28Average # of Days to Close:14:07:16 PM09/26/2001420420420420Days to ClosePage No.Run Time:Run Date:9/3/2001 12:00:00ADate Closed9/28/20017/10/2000 10:39:00Date OpenedThru Date:HelpDesk Time To Close By AgentTotal # of Closed Cases for Tripper,Elssie P590Assigned To:Business Unit:From Date:Report ID: RCC1010
Total for US300PeopleSoft Proprietary and Confidential52111Davies,Susan DHarris,Ben MHarrison,Robert MZigardo,Marion JUS300Business UnitRun Time:Run Date:Page No.Number of Problem ReportsCONSStatus:Through Date: 09/19/2003HelpDesk Cases By EmployeePeopleSoftEmployee Name09/06/1998From Date:Report ID: RCC1011109/26/20014:08:06 PM
US400PeopleSoftThrough Date 09/28/20011Use Nested Business Project 1PeopleSoft Proprietary and Confidential31Use Nested Business Project 1Total Cases By Business Processes for US4001Nested Business Project 1Case CountHelpDesk Cases By Business Process ReportBusiness Process DescriptionBusiness UnitFrom Date: 09/05/1999Report ID: RCC1012Page No.Run Date:Run Time:109/26/20014:14:06 PM
AllAssigned To:NameBartlett,Joseph DCarver,Amed TChow,Bernard JDavies,Susan DGardner,Gayle MGardner,Shirley MHarris,Ben MHarris,George HHarrison,Robert MHolmes,Francine KJognu,Ravi TJohanssen,John AKlein,Alexa JLewis,Alicia MMcGuire,William JMerrimount,Shelley LOrellana,Mason DWalsh,Brian JWarner,Sharon JZigardo,Marion JUS300Business Unit:DepartmentWestern Sales RegionSales and ServicesSales and ServicesWestern Sales RegionSales and ServicesSales and ServicesWestern Sales RegionSales and ServicesWestern Sales RegionMarketingSales and ServicesSales and ServicesSales and ServicesWestern Sales RegionSales and ServicesSales and ServicesSales and ServicesWestern Sales RegionWestern Sales RegionWestern Sales Region09/07/1997109/26/2003:32:41 oo.comgayle martin@peoplesoft.comMZigardo@aol.comThrough Date: 09/28/2001From Date:Run Time:Run Date:Page No.PeopleSoft Proprietary and 5/666-4433HelpDesk Employees With CaseLocationCalifornia LocationCorporation HeadquartersCorporation HeadquartersCalifornia LocationCorporation HeadquartersCorporation HeadquartersCalifornia LocationCorporation HeadquartersCalifornia LocationCorporation HeadquartersCorporation HeadquartersCorporation HeadquartersCorporation HeadquartersCalifornia LocationCorporation HeadquartersCorporation HeadquartersCorporation HeadquartersCalifornia LocationCalifornia LocationCalifornia LocationReport ID: RCC2009PeopleSoft
COM-AGR-1112.00Cases OpenedCRM01Agreement CodeSet ID:Report ID: RCC2000Cases ClosedFrom Date: 09/06/1998Run Time:Run Date:Page No.109/26/2002:56:00 PPeopleSoft Proprietary and ConfidentialAvg Close (in Hours)09/27/2003Avg Close (in Days)Through Date:PeopleSoftAgreement Type Statistics Report
US2001309Savannah LeeLee,SavannahMEDThe Ice Maker is broken.The Ice Maker is broken.Business Unit:CASE ID:Customer ID:Customer Name:Customer Contact:Priority:Summary:Descr:Seq NbrAttachment(s)NoteCreation Date:Subject04/11/2001589Assigned To:Comments:9999To Case Nbr:0From Case NbrRWILLIAOPEN09/26/20013:18:11 PM1Run Time:Page No.Run Date:RWILLIAMSMason OrellanaCreated By:Reported By: AllPeopleSoft Proprietary and ConfidentialEntered BySmyth,Ebrima T21.6 cu. Ft. Top RefSR1011Date EnteredCreated By:Status:Product:Product ID:Assigned To: 58909/28/2001Thru Date:09/07/1997Case InformationPeopleSoftFrom Date:Report ID: RCC2001
9999To Case Nbr:0589From Case NbrAssigned To:432New Value: BASIC-RESOld Value:New Value: NoOld Value: NoNew Value: OPENOld Value:New Value:Action HistorySeq Num1 Old Value:09/28/2001Thru Date:09/07/1997Case InformationPeopleSoftFrom Date:Report ID: RCC2001RWILLIAMSPeopleSoft Proprietary and ConfidentialCreated By:Reported By: All09/26/20013:18:11 PM2Run Time:Page No.Run Date:
Case ID:Case ID:Customer Name:Case ID:Case ID:Customer Name:Case ID:OPENMEDRoom Air is not functioningStatusPriorityOPENMEDOPENMEDCooler is not functioningStatusPriorityFreezer is smelling EDProblem withStatusPriorityMMA Property Management GroupSubject:125Subject:122Lakeview Community CollegeSubject:120Health Concious.com6/13/2000Creation Date:Customer Name:Priority:US200Business Unit:AllThrough Date: 09/28/200109/06/1998From Date:Report ID: AllPeopleSoft Proprietary and ConfidentialCase TypeQUESTCase TypeQUESTCase TypeQUESTCase TypeQUESTCase TypeCase Status:Customer Name:Case By Age ReportPeopleSoftAssigned ToOrellana,Mason DAssigned ToPine,Teresa PAssigned ToPerry,David LAssigned ToPine,Teresa PAssigned ToPage No.Run Date:Run Time:109/26/20012:52:22 PM
These tables list the PeopleSoft Support and PeopleSoft HelpDesk reports, sorted alphanumerically by report ID. This section discusses: PeopleSoft HelpDesk case reports. Except for report RCC2009, all HelpDesk-specific report IDs start with RCC1 PeopleSoft Support case reports. All Support-specific report IDs start with RCC2.
