Out of the box OBIEE Service Analytics Dashboards
The document below lists the out-of-the-box dashboards that are delivered with Oracle
Business Intelligence Enterprise Edition Version 10. Each item includes a brief
description of the dashboard along with the pages that make each dashboard.
Activities
This dashboard displays information relating to all kinds of activities being tracked by the
Siebel system. It is intended for the Service Manager who requires detailed information
about specific activities being performed within the service organization.
Pages:
 Overview
 Field Service
 Email
Agreements
The agreements dashboard provides the Service Executive and Service Manager with
critical insight into service contract profitability and helps them determine the revenue
impact of service program and their acceptance with customers.
Pages:
 Overview
 Service History
 Details
Assets
The Assets dashboard is intended for use by the Service Manager to help track assets
within the installed base as well as service histories and warranty statuses.
Pages:
 Overview
 Details
Orders
The Service Employee dashboard is intended for the front line employee who is
responsible for tactical operations that make up the service delivery process. This
dashboard contains pages that help the Service Employee (Call Center Agent, Field
Repair Technician, Technical Support Representative etc.) perform their job better by
providing relevant information and analyses of areas and issues that directly affect their
daily performance.
Pages:
 My ToDo List

Customer Analysis
Service Employee
The Service Employee dashboard is intended for the front line employee who is
responsible for tactical operations that make up the service delivery process. This
dashboard contains pages that help the Service Employee (Call Center Agent, Field
Repair Technician, Technical Support Representative etc.) perform their job better by
providing relevant information and analyses of areas and issues that directly affect their
daily performance.
Pages
 My To Do List
 Customer Analysis
Service Executive
The dashboard provides the Service Executive with a full and detailed insight into the
pulse of the Service Organization. High level dashboards provide intelligence around
understanding the service performance with respect to important customers, financial
performance of the service organization and general service resolution trends.
Pages:
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Executive Overview
Resolution Rate Trends
Financial Performance
Contract Renewal
Service Manager
The Service Manager dashboard displays information about the effectiveness and daily
operations of the service organization. It provides detailed information about tactical
focus areas and helps the Service Manager identify issues before they begin to have a
negative impact on customer satisfaction.
Pages:
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Service Effectiveness
Employee Effectiveness
Performance Metrics
Customer Satisfaction
Service Requests
The Service Request Analytics dashboard is intended for the Service Manager and
displays key data pertaining to service requests across all channels. It displays Service
Request Trends by Source and Severity, the Top 10 Services Accounts and products as
well as Product Lines with the most open, critical service requests. This dashboard also
displays Service Request Resolution information.
Pages:
 Overview
 Details
Universal Queuing
The Universal Queuing dashboard is designed for the contact center manager and is used
to track the performance and efficiencies within a call center to ensure compliance with
Service Level Agreements and high customer satisfaction. This dashboard is visible only
if the customer has purchased the Siebel Universal Queuing product.
Pages:
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Channels and Routes
Scorecard
Employee Statistics
Trends
SA Activities
This dashboard displays information relating to all kinds of activities being tracked by the
Siebel system. It is intended for the Service Manager who requires detailed information
about specific activities being performed within the service organization.
Pages:
 Overview
 Field Service
 Email
SA Assets
The Assets dashboard is intended for use by the Service Manager to help track assets
within the installed base as well as service histories and warranty statuses.
Pages:
 Overview
 Details
SA Orders
The Order Analytics page provides critical information and insight into the order
tracking, fulfillment and management process within a service organization. It is intended
for use by the Service Executive and the Service Manager and helps them keep track of
critical orders throughout the order management process.
Pages:
 Overview

Details
SA Service Requests
The Service Request Analytics dashboard is intended for the Service Manager and
displays key data pertaining to service requests across all channels. It displays Service
Request Trends by Source and Severity, the Top 10 Services Accounts and products as
well as Product Lines with the most open, critical service requests. This dashboard also
displays Service Request Resolution information.
Pages:
 Overview
 Details
Service Orders
The Order Analytics page provides critical information and insight into the order
tracking, fulfillment and management process within a service organization. It is intended
for use by the Service Executive and the Service Manager and helps them keep track of
critical orders throughout the order management process.
Pages:
 Overview
 Details
Contact Center and Agent Performance
The Contact Center and Agent Performance dashboard provides overall contact center
and agent KPIs vs. targets and benchmarks. Enables proper staffing and scheduling as
well as monitoring schedule adherence and compliance. Agent performance can be
measured based on impact of training/education, skills/tenure and reward programs too.
Pages
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Contact Center Performance Overview
Contact Center Performance
Agent Performance Overview
Agent Performance
Contact Center Sales
The Contact Center Sales dashboard and its pages provides the integration of contact
center data with actual detailed sales activity and performance data provides a clear
understanding of how the enterprise contact center goes about achieving sales.
Understanding marketing inbound and outbound campaign performance as well as actual
sales revenues by contact center, by agent, and by campaign
Pages:
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Overview
Contact Center Sales Breakdown
Marking Impact
Customer Service
The Customer Service dashboard and its pages provide overall customer service metrics
and an understanding of the typical customer experience through the various channels.
This application provide detailed internal service operational reporting metrics typical to
a Call Center / Service Center and also provides "customer lens" metrics that measure the
typical external customer experience, e.g. average hold times, average service resolution
times, etc.
Pages:
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Customer Expierence
Contact Breakdown
IVR Channel
Chat and Email Channels
Service Delivery and Costs
The Service Delivery and Costs dashboard provides the complete view of initial incident
to issue resolution with integrated expense data allowing cradle to grave costing for an
entire service call. Various metrics include detailed headcount, staffing compensation and
cost data.
Pages:
 Overview
 Contact Center Costs Breakdown