Exploring Analytics Features

Explore the analytics features within SAP Enterprise Service Management by diving into its key components and embedded features. This journey will equip you with the skills to set up and configure stories and reports. SAP Analytics Cloud, integrated into the solution, provides operational visibility to support and monitor business processes, helping you make informed decisions.

By default, the system is available with a prepackaged integration with SAP Analytics Cloud (SAC), offering an embedded SAC to all users. With this prepackaged embedded SAC, you can use all features of embedded SAC in the system. 

Discover the embedded analytics features of SAP Enterprise Service Management: 

• Instant Insight tracks and monitors service operations with embedded analytics.
• Delivered Reports provides real-time insights into service operations.
• Live Connect Data Sources easily defines new reports and queries from SAP Enterprise Service Management data sources, ensuring visibility into relevant KPIs.

With embedded analytics features such as real-time connection, single sign-on, automatic provisioning, query designer, unified authorization, SAC Explorer, page and story creation filters, and advanced visualization, you can take full advantage of all functionalities.

Keep track of your customer cases to monitor workload distribution, identify bottlenecks, and prioritize actions to improve case resolution efficiency. Additionally, detailed analysis of escalated cases can be reviewed to gain insights into escalation dynamics and identifying areas that may require process improvements or additional support.

Case Insights

The Case Insights report provides a comprehensive overview of the current state of case management within the system. It highlights a total of cases, open and closed cases. The report breaks down open cases by priority level (High, Medium, Low), source of origin (such as e-mail, manual web entry, and phone), and escalation status. It also identifies unassigned cases and shows how cases are distributed across different accounts and case types. This data helps stakeholders monitor workload distribution, identify bottlenecks, and prioritize actions to improve case resolution efficiency.

Case Escalation Metrics

The Case Escalation Metrics report offers a detailed analysis of escalated cases within the system, focusing on volume, status, origin, and trends. The report identifies the primary sources of these escalations as e-mail and Manual Case Entry. All escalated cases fall under the Standard Case Type category. A line graph tracks escalation trends over time, providing visibility into historical patterns and potential spikes in escalations. This report is essential for understanding escalation dynamics and identifying areas that may require process improvements or additional support.

Agent Performance Metrics

The Agents Performance Metrics report provides a detailed view of how individual agents are managing and resolving cases. The report also tracks the average number of closed cases per agent over time. This dashboard is essential for evaluating workload distribution, identifying performance gaps, and guiding resource allocation or training needs.

After the initial configuration, your organization will be able to access, create, and manage stories providing real-time access to transactional data, enabling immediate insights and decision-making for the stakeholders. Analytics specialists can create custom KPIs, reports, and dashboards tailored to specific business needs. For more information, please consult Analytics | SAP Help Portal.