Oracle B2C service has been providing the best digital and self-service experience for our customers to build lasting relationships for more than two decades and will continue to do so for at least another decade. B2C service has always listened to the customers and directed the enhancements with a customer-first mindset. To help the B2C service center admins simplify their usage tracking requirements, B2C service provides an option to track the usage seamlessly using the Service Usage Metrics (SUM) Dashboard. This blog introduces this feature for the B2C Service Centre Admins.
Note: All the below features are based on the latest release (23D), you may need to upgrade to the latest version to view the features that are detailed here.
What is Service Usage Metrics (SUM) Dashboard?
It is nothing but a group of reports that presents the usage of different product metrics of Oracle B2C Service for the Service center admins
How to access the Service Usage Metrics Dashboard?
Given that the profile you are using has administration access, you can navigate to the SUM dashboard via Administration UI in Agent Browser UI, by clicking on Service Usage Metrics tile.
What all can be viewed from SUM Dashboard?
Sessions Report: Gives an overview of the Tier 1/2/3 sessions usage report. You can search for the usage for a custom date range, which helps the admins view the data based on their billing cycle month. The admin can update the start month with the billing cycle or contract start date. Sessions report also has any option to slice by product, to view the session usage by each product area.
Seats Report: The seats reports provide the usage details of Named Users, Connected Users, Chat Named Users, Chat Connected Users, CoBrowse Named Users, Video Chat Named Users, Non-Contact Centre Users, Knowledge Named Users and Knowledge Connected Users on a day-to-day basis for the selected Date range.
Storage Report: Storage reports showcase the usage reports of File Storage, Database storage, Bandwidth usage reports
Custom Objects Report: Custom Objects reports represents the count of custom objects used per day for the date range selected. The report also provides the name of custom objects in the system on a particular day.
Emails Sent Report: Email sent report gives the count of outreach email sent for each day of the selected date range.
API Report: API report outlines the public API calls usage per month for the date range selected, along with an option drill down to view the API calls usage per source or interfaces.
B2C Service believes in transparency, and the SUM dashboard provides an option for the admins to track the usage of their product, to make admins independent. Using the usage details, admins can plan resource allocation, renewal requirements, expansion plans, etc. In addition to that B2C service is planning to introduce a feature for alerting the breach of usage beyond a threshold configured by admin, which will help the customers to proactively take actions based on actual usage.
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