In this section, you can view volume of the incident backlog for the assignee in a particular assignment group.
The contents of this section is driven by your choice of the assignment group in the Assignment Groups by Incident Backlog section and month of the incident backlog in the Incident Backlog Trend for the Last 12 Months section. This section is displayed in a tabular format.
Tip: You can also adjust the Ending Backlog Threshold value to modify and view the contents of the section.
| Metric Name | Description |
|---|---|
| Beginning Backlog |
The number of open Incidents that are pending resolution at the beginning of a specific time period. |
| Closed Incidents |
The total number of Incidents closed in a period of time. Closed Incidents mark the final status in the life cycle of an Incident. |
| Current Backlog |
The number of open Incidents pending resolution as of the current date. Although identical to Incident Backlog, Current Backlog differs by ignoring all date-based filters. Note: The metric cannot be summarized across time because it is a snapshot metric. |
| Ending Backlog |
The number of open Incidents in the Beginning Backlog that are still pending resolution at the end of a time period. |
| Incident Backlog |
Total number of open incidents that are pending resolution as of a specific point in time, such as the end of the working day. In a monthly report, you can use the Beginning and Ending Backlog to obtain the Incident Backlog as of the first and last day of the month, respectively. By default, this metric includes all Incidents not yet resolved or closed as of the last Data Refresh. Note: The metric cannot be summarized across time because it is a snapshot metric. |
| Opened Incidents |
The total number of incidents raised (opened) in a time frame. |
Related concepts
Assignment Groups by Incident Backlog
Incident Backlog Trend for Last 12 Months
Incident Backlog Trend Analysis dashboard
Related references
© 2022 Digital.ai Inc. All rights reserved.