Professional Documents
Culture Documents
Topics in CSD
The call centre agents use Siebel application for logging Service Requests against customer records. (2 cube) An Activity records each action taken to resolve a particular Service Request and may include records of phone calls, emails and letters, reminders to contact people on a given date/time, etc. Activity records are also created automatically from the telephony system. (2 cube) This will allow BP to monitor how our customers think we are delivering our service to them (1 cube) Audit is not part of Business Requirement but used to capture errors that occurred in Informatica. (1 cube)
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Architecture of CSD
Portal
Presentation
(Cubes)
BW
Staging Layer
(Reporting)
Inbound Layer
(Sources)
Loading Layer
ISE
Informatica
Transformation Layer
SAP/ SIEBEL
Business Logic
Extraction Layer
Siebel Powerconnect
Delta Siebel
Deltas
CSD
dB table
ODS data
OLAP Cubes
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Reports
D1705 SLA Compliance-
This report provides a number of KPIs and associated metrics in respect of service level agreement compliance. It is centered on the areas of Service Level, Customer Trends and the efficiency with which Service Request/Complaints are being resolved.
This report provides the metrics required to illustrate the resolution of service requests, of type Service Request, Administration Service Request, Complaint, Technical Service Request, Field Service Request
This report provides a number of key performance indicators (KPIs) and associated metrics in respect of compliance of service level agreements (SLAs) for complaints and repeat complaints.
This report provides a number of key performance indicators (KPIs) and associated metrics with respect to the number of service requests (SRs) being re-routed for more expert resolution This report provides a number of key performance indicators (KPIs) and associated metrics with respect to measuring and monitoring the change of front line Customer Service Representatives (CSR) for incoming calls.
Feedback Analysis- This report provides a number of metrics in respect of the feedback that has been received from customers. Only feedback that is solicited (i.e. customers are asked a set of questions) is considered for this report ART Reports 1) D1705 SLA Compliance 2) D1706 Service Request Activity Distribution 3) D1475 Feedback Analysis 4) D1718 Customer Account Breakdown
ZCSDSBL_MD_CUS01 ZCSDSBL_MD_CUS02 ZCSDSBL_MD_CUS03 ZCSDSBL_MD_CUS04 ZCSDSBL_MD_BP01 ZCSDSBL_MD_BP02 ZCSDSBL_MD_BP03 ZCSDSBL_MD_BP04 ZCSDSBL_MD_REL1 ZCSDSBL_MD_LOV1 ZCSDSBL_TD_SR1 ZCSDSBL_TD_ACT1 ZCSDSBL_TD_FB1
Process Chain In CSD This chain is triggering near abt. 6:00 CET.
ZXC_W1_DLT_BATCH_LOAD_CSD (Tech Name)
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Daily Activities
ETL Activities
Daily Activities : Once after the Chain finishes the Load we have to take the record count and we have to send to informatica team Informatica will confirm with record count . Once after getting confirmation we will update the same in BP Share Point No Need to send any mail business abt. load status. Monthly Activities : Every Month around 23rd or 24th we have to send a mail to TWS to schedule Job Job Name: CSD DELTA LOAD User: WF-BATCH SAP BI Server name: sapwrm.bp.com Time: 5 AM GMT