| All Incidents |
Total number of Incidents that have been created |
Count([Opened Incidents]) |
>=0 |
| Auto Generated Incidents |
Total count of Incidents which were auto-generated |
Count([Opened Incidents])<[Auto Generated]> |
>=0 |
| Avg Age (Days) |
Average number of days that the currently open incidents have been open |
[Sum of Age of Incidents (Days)] / [Opened Incidents] |
>=0, closer to 0 is better |
| Avg Days Since Last Update |
Average number of days since the last update for currently open incidents |
[Days Since Last Update] / [Incident Backlog] |
>=0, closer to 0 is better |
| Avg Open To Close Duration (Days) |
Average number of days that an Incident has taken to move from 'Open' to 'Closed' state |
[Incident Open To Close Duration (Days)] / [Closed Incidents] |
>=0, closer to 0 is better |
| Closed Incidents |
Total number of closed Incidents |
Count([Closed Incidents]) |
>=0 |
|
Closed
Incidents Met All SLAs %
|
The ratio between the sum of Closed or Resolved Incidents that met SLA and the total number of Incidents. Incidents that are closed or resolved within the stipulated time are termed as Incidents that met SLA. An Incident can have more than one SLA. Only when an Incident meets all the SLAs it is considered to have met the SLA.
|
[Closed Incidents Met All SLAs] / [Closed Incidents]
|
Closer to 0 is ideal |
| Critical Priority Incidents |
Total number of P1 Incidents whose current priority is Critical. |
Sum([Opened Incidents]) <[Incident Priority = CRITICAL]> |
>=0 |
| Days Until Incident Due Date |
Total number of days until the Incident is due to be completed. |
Sum([Time Until Incident Due Date] / 86400.0) |
>=0 |
| Days until incident due date PV1 {None} |
Threshold metric that represents days until Incident Due Date PV1 value, which can be used to specify a threshold range for Incidents that are about to breach their due date. By default, the threshold value is set to 0. |
Max([Days until incident due date PV 1]) |
0 |
| Days until incident due date PV12{None} |
Threshold metric that represents days until Incident Due Date PV2 value, which can be used to specify a threshold range for Incidents that are about to breach their due date. By default, the threshold value is set to 1. |
Max([Days until incident due date PV 2]) |
1 |
| Days until incident due date PV3 {None} |
Threshold metric that represents days until Incident Due Date PV3 value, which can be used to specify a threshold range for Incidents that are about to breach their due date. By default, the threshold value is set to 3. |
Max([Days until incident due date PV 3]) |
3 |
| Days until incident due date PV4 {None} |
Threshold metric that represents days until Incident Due Date PV4 value, which can be used to specify a threshold range for Incidents that are about to breach their due date. By default, the threshold value is set to 5. |
Max([Days until incident due date PV 4]) |
5 |
| Dormant Incidents |
Count of Incidents which have not been updated in the past 30 days |
Count([Opened Incidents])<[Dormant]> |
>=0,closer to 0 is ideal |
| Escalated Incident Backlog |
Number of escalated incidents that are currently open |
Count([Opened Incidents])<[Incident Open & Escalated]> |
>=0 |
| First Call Resolution Incidents |
Count of Incidents which were resolved in less than 30 min |
Count<([Resolved Incidents])<[First Call Resolution]> |
>=0, higher the better |
| First Call Resolution Rate |
Percentage ratio of Incidents that were resolved within 30 minutes of being created as compared to all Incidents resolved during the specified period. |
([First Call Resolution Incidents] / [Resolved Incidents]) |
0% to 100% |
| High Priority Incidents |
Total number of P2 Incidents whose current priority is High. |
Sum([Opened Incidents]) <[Incident Priority = HIGH]> |
>=0 |
| Incident Backlog |
Total number of Incidents that are currently in the Open state |
Count([Opened Incidents])<[Backlog]> |
>=0, closer to 0 is ideal |
| Incident Backlog % |
Percentage of currently open incidents |
[Incident Backlog] / [Opened Incidents] |
>=0% |
| Incident Closure Rate (Open vs Closed) |
Percentage of Closed Incidents as compared to the Opened Incidents. |
([Closed Incidents] / [Opened Incidents]) |
>=0% |
| Incident Employees per Assignment Group |
Number of active employees in each assignment group |
Sum([Incident Employees Per Assignment Group Fact]){[Incident Assignment Group]+} |
>=0 |
| Incident Priority De-escalation Count |
Count of Incidents whose priority has been de-escalated |
Sum>([Incident Priority De-escalation Count]) |
>=0 |
| Incident Priority Escalation Count |
Count of Incidents whose priority has been escalated |
Sum([Incident Priority Escalation Count]) |
>=0 |
| Incident Reassignment Rate |
Percentage ratio of total reassignment count of Incidents as compared to all opened Incidents. |
([Reassignment Count] / [Opened Incidents]) |
>=0% |
| Incidents Caused by Change |
Count of Incidents that are caused by Change Requests |
Count>([Opened Incidents])<[Incident Caused by Change]> |
>=0 |
| Incidents Caused by Change % |
Percentage of Incidents that are caused by Change Requests |
[Incidents Caused by Change] / [All Incidents] |
>=0 % |
| Incidents Caused by Problem |
Count of Incidents that are caused by Problems |
Count([Opened Incidents])<[Caused by Problem]> |
>=0 |
| Incidents Causing Knowledge |
Count of Incidents that have contributed to the knowledge bank |
Count([Opened Incidents])<[Causing Knowledge]> |
>=0 |
|
Incidents
Fix Rate
|
The rate at which the Incidents are fixed. Incident fix rate is the ratio between the number of Incidents fixed out of the available open Incidents and the number of open Incidents.
All the calculations are based on the same time period. The time period is determined by the report. For example, if the report shows a weekly trend, then the Incident Fix Rate is calculated for the week.
|
(([Resolved Incidents] / [Opened Incidents]))
|
0 or >0, closer to 0 is ideal |
| Incidents Pending Change |
Count of Incidents which are awaiting changes |
Count([Opened Incidents])<[Incident Change]> |
>=0 |
| Incidents Resolved by Change |
Count of Incidents which were resolved after changes |
Count([Resolved Incidents])<[Incident Resolved & Change Flag]> |
>=0 |
|
Major
Incidents
|
Count of incidents that are categorized as Major. This is a configurable metric. Based on your business requirements, the Administrator can configure the initial setup to tailor the metric suitably.
|
Count ([Opened Incidents])<[Major]> |
>=0 |
| MTTR (Days) |
Average number of days taken for Incidents to move from the Open to Resolved state |
(([Sum of Open to Resolve Duration (Days)] / [Resolved Incidents])) |
>=0, closer to 0 is ideal |
|
Multiple
Assignment Incidents
|
The number of incidents that have had more than one Assignment until it was resolved. This is a configurable metric. Based on your business requirements, the Administrator can configure the initial setup to tailor the metric suitably.
|
Count([Opened Incidents])<[Multiple Assignment]> |
>=0 |
| Multiple Assignment Incidents Met All SLAs |
Count of incidents with multiple assignments that have met all SLAs |
Count([Opened Incidents])<[Incident Multiple Assignment & SLA Met]> |
>=0 |
| Multiple Assignment Incidents Missed Any SLA |
Count of incidents with multiple assignments that have missed at least one SLA |
Count([Opened Incidents])<[Multiple Assignment & SLA Missed]> |
>=0, closer to 0 is ideal |
|
Multiple
Categorization Incidents
|
Total number of incidents that have had multiple Categories assigned to them more than once.
|
Count ([Opened Incidents])<[Multiple Categorization]> |
>=0 |
|
Multiple
Categorization Incidents %
|
Ratio between the number of incidents that have had multiple categories assigned and the total number of opened incidents.
|
[Multiple Categorization Incidents] / [Opened Incidents]
|
>=0, closer to 0 is ideal |
|
Opened
Incidents
|
Opened Incidents is count of all incidents except canceled status
|
Count ([Opened Incidents]) |
>=0 |
| Opened Incidents - Last 30 Days |
Count of all Incidents that have been opened |
Count([Opened Incidents])<[Incident - Last 30 days (Lagging Count)]> |
>=0, closer to 0 is ideal |
| Overdue Incident Backlog |
Count of open Incidents which are past the Activity Due date |
Count([Opened Incidents])<[Open & Overdue]> |
>=0 |
| Overdue Incidents |
Count of open or closed Incidents which are/were past the Activity Due date |
Count([Opened Incidents])<[Over Due]> |
>=0, closer to 0 is ideal |
| Overdue Incidents % |
Percentage of open or closed Incidents which are/were past the Activity Due date |
[Overdue Incidents] / [Opened Incidents] |
>=0 %, closer to 0% is ideal |
| Percent to Total Incident Backlog PV1 {None} |
Threshold metric that represents Percent to Total Incident Backlog PV1 value, which can be used to specify a threshold range based on the percent to total backlog Incidents. By default, the threshold value is set to 20% (0.2 in value). |
Max([Percent to total Incident Backlog PV1]) |
20% |
| Percent to Total Incident Backlog PV2 {None} |
Threshold metric that represents Percent to Total Incident Backlog PV2 value, which can be used to specify a threshold range based on the percent to total backlog Incidents. By default, the threshold value is set to 40% (0.4 in value). |
Max([Percent to total Incident Backlog PV2]) |
40% |
| Percent to Total Incident Backlog PV3 {None} |
Threshold metric that represents Percent to Total Incident Backlog PV3 value, which can be used to specify a threshold range based on the percent to total backlog Incidents. By default, the threshold value is set to 60% (0.6 in value). |
Max([Percent to total Incident Backlog PV3]) |
60% |
| Percent to Total Incident Backlog PV4 {None} |
Threshold metric that represents Percent to Total Incident Backlog PV4 value, which can be used to specify a threshold range based on the percent to total backlog Incidents. By default, the threshold value is set to 80% (0.8 in value). |
Max([Percent to total Incident Backlog PV4]) |
80% |
| Percent to Total Incident Backlog PV5 {None} |
Threshold metric that represents Percent to Total Incident Backlog PV5 value, which can be used to specify a threshold range based on the percent to total backlog Incidents. By default, the threshold value is set to 100% (1 in value). |
Max([Percent to total Incident Backlog PV5]) |
100% |
| Percentile Rank Incident Avg days since last update PV1 {None} |
Threshold metric that represents Incident Avg days since last update PV1 value, which is used to specify a threshold range based on the percentile rank of Average Days Since Incident Last Updated. By default, the threshold value is set to 20% (0.2 in value). |
Max([Percentile Rank Incident Avg days since last update PV1]) |
20% |
| Percentile Rank Incident Avg days since last update PV2 {None} |
Threshold metric that represents Incident Avg days since last update PV2 value, which is used to specify a threshold range based on the percentile rank of Average Days Since Incident Last Updated. By default, the threshold value is set to 40% (0.4 in value). |
Max([Percentile Rank Incident Avg days since last update PV2]) |
40% |
| Percentile Rank Incident Avg days since last update PV3 {None} |
Threshold metric that represents Incident Avg days since last update PV3 value, which is used to specify a threshold range based on the percentile rank of Average Days Since Incident Last Updated. By default, the threshold value is set to 60% (0.6 in value). |
Max([Percentile Rank Incident Avg days since last update PV3]) |
60% |
| Percentile Rank Incident Avg days since last update PV4 {None} |
Threshold metric that represents Incident Avg days since last update PV4 value, which is used to specify a threshold range based on the percentile rank of Average Days Since Incident Last Updated. By default, the threshold value is set to 80% (0.8 in value). |
Max([Percentile Rank Incident Avg days since last update PV4]) |
80% |
| Percentile Rank Incident Avg days since last update PV5 {None} |
Threshold metric that represents Incident Avg days since last update PV5 value, which is used to specify a threshold range based on the percentile rank of Average Days Since Incident Last Updated. By default, the threshold value is set to 100% (1 in value). |
Max([Percentile Rank Incident Avg days since last update PV5]) |
100% |
| Percentile Rank Incident Closure Rate PV1 {None} |
Threshold metric that represents Incident Closure Rate PV1 value, which can be used to specify a threshold range based on the percentile rank of Incident Closure Rate. By default, the threshold value is set to 20% (0.2 in value) |
Max([Percentile Rank Incident Closure Rate PV1]) |
20% |
| Percentile Rank Incident Closure Rate PV2 {None} |
Threshold metric that represents Incident Closure Rate PV2 value, which can be used to specify a threshold range based on the percentile rank of Incident Closure Rate. By default, the threshold value is set to 40% (0.4 in value) |
Max([Percentile Rank Incident Closure Rate PV2]) |
40% |
| Percentile Rank Incident Closure Rate PV3 {None} |
Threshold metric that represents Incident Closure Rate PV3 value, which can be used to specify a threshold range based on the percentile rank of Incident Closure Rate. By default, the threshold value is set to 60% (0.6 in value) |
Max([Percentile Rank Incident Closure Rate PV3]) |
60% |
| Percentile Rank Incident Closure Rate PV4 {None} |
Threshold metric that represents Incident Closure Rate PV4 value, which can be used to specify a threshold range based on the percentile rank of Incident Closure Rate. By default, the threshold value is set to 80% (0.8 in value) |
Max([Percentile Rank Incident Closure Rate PV4]) |
80% |
| Percentile Rank Incident Closure Rate PV5 {None} |
Threshold metric that represents Incident Closure Rate PV5 value, which can be used to specify a threshold range based on the percentile rank of Incident Closure Rate. By default, the threshold value is set to 100% (1 in value) |
Max([Percentile Rank Incident Closure Rate PV5]) |
100% |
| Percentile Rank Incident First Call Resolution Rate PV1 {None} |
Threshold metric that represents Incident First Call Resolution Rate PV1 value, which can be used to specify a threshold range based on the percentile rank of Incident First Call Resolution Rate. By default, the threshold value is set to 20% (0.2 in value) |
Max([Percentile Rank Incident First Call Resolution Rate PV1]) |
20% |
| Percentile Rank Incident First Call Resolution Rate PV2 {None} |
Threshold metric that represents Incident First Call Resolution Rate PV2 value, which can be used to specify a threshold range based on the percentile rank of Incident First Call Resolution Rate. By default, the threshold value is set to 40% (0.4 in value) |
Max([Percentile Rank Incident First Call Resolution Rate PV2]) |
40% |
| Percentile Rank Incident First Call Resolution Rate PV3 {None} |
Threshold metric that represents Incident First Call Resolution Rate PV3 value, which can be used to specify a threshold range based on the percentile rank of Incident First Call Resolution Rate. By default, the threshold value is set to 60% (0.6 in value) |
Max([Percentile Rank Incident First Call Resolution Rate PV3]) |
60% |
| Percentile Rank Incident First Call Resolution Rate PV4 {None} |
Threshold metric that represents Incident First Call Resolution Rate PV4 value, which can be used to specify a threshold range based on the percentile rank of Incident First Call Resolution Rate. By default, the threshold value is set to 80% (0.8 in value) |
Max([Percentile Rank Incident First Call Resolution Rate PV4]) |
80% |
| Percentile Rank Incident First Call Resolution Rate PV5 {None} |
Threshold metric that represents Incident First Call Resolution Rate PV5 value, which can be used to specify a threshold range based on the percentile rank of Incident First Call Resolution Rate. By default, the threshold value is set to 100% (1 in value) |
Max([Percentile Rank Incident First Call Resolution Rate PV5]) |
100% |
| Percentile Rank Incident MTTR PV1 {None} |
Threshold metric that represents Incident MTTR PV1 value, which can be used to specify a threshold range based on the percentile rank of Incident MTTR. By default, the threshold value is set to 20% (0.2 in value). |
Max([Percentile Rank Incident MTTR PV1]) |
20% |
| Percentile Rank Incident MTTR PV2 {None} |
Threshold metric that represents Incident MTTR PV2 value, which can be used to specify a threshold range based on the percentile rank of Incident MTTR. By default, the threshold value is set to 40% (0.4 in value). |
Max([Percentile Rank Incident MTTR PV2]) |
40% |
| Percentile Rank Incident MTTR PV3 {None} |
Threshold metric that represents Incident MTTR PV3 value, which can be used to specify a threshold range based on the percentile rank of Incident MTTR. By default, the threshold value is set to 60% (0.6 in value). |
Max([Percentile Rank Incident MTTR PV3]) |
60% |
| Percentile Rank Incident MTTR PV4 {None} |
Threshold metric that represents Incident MTTR PV4 value, which can be used to specify a threshold range based on the percentile rank of Incident MTTR. By default, the threshold value is set to 80% (0.8 in value). |
Max([Percentile Rank Incident MTTR PV4]) |
80% |
| Percentile Rank Incident MTTR PV5 {None} |
Threshold metric that represents Incident MTTR PV5 value, which can be used to specify a threshold range based on the percentile rank of Incident MTTR. By default, the threshold value is set to 100% (1 in value). |
Max([Percentile Rank Incident MTTR PV5]) |
100% |
| Percentile Rank Incident Reassignment Rate PV1 {None} |
Threshold metric that represents Incident Reassignment Rate PV1 value, which can be used to specify a threshold range based on the percentile rank of Incident Reassignment Rate. By default, the threshold value is set to 20% (0.2 in value). |
Max([Percentile Rank Incident Reassignment Rate PV1]) |
20% |
| Percentile Rank Incident Reassignment Rate PV2 {None} |
Threshold metric that represents Incident Reassignment Rate PV2 value, which can be used to specify a threshold range based on the percentile rank of Incident Reassignment Rate. By default, the threshold value is set to 40% (0.4 in value). |
Max([Percentile Rank Incident Reassignment Rate PV2]) |
40% |
| Percentile Rank Incident Reassignment Rate PV3 {None} |
Threshold metric that represents Incident Reassignment Rate PV3 value, which can be used to specify a threshold range based on the percentile rank of Incident Reassignment Rate. By default, the threshold value is set to 60% (0.6 in value). |
Max([Percentile Rank Incident Reassignment Rate PV3]) |
60% |
| Percentile Rank Incident Reassignment Rate PV4 {None} |
Threshold metric that represents Incident Reassignment Rate PV4 value, which can be used to specify a threshold range based on the percentile rank of Incident Reassignment Rate. By default, the threshold value is set to 80% (0.8 in value). |
Max([Percentile Rank Incident Reassignment Rate PV4]) |
80% |
| Percentile Rank Incident Reassignment Rate PV5 {None} |
Threshold metric that represents Incident Reassignment Rate PV1 value, which can be used to specify a threshold range based on the percentile rank of Incident Reassignment Rate. By default, the threshold value is set to 100% (1 in value). |
Max([Percentile Rank Incident Reassignment Rate PV5]) |
100% |
| Priority Escalated Incidents |
Count of Incidents where the Priority has been escalated |
Count([Opened Incidents])<[Incident Priority Escalated] |
>=0 |
| Reassignment Count |
Number of times an Incident has been reassigned |
Sum([Reassignment Count]) |
0 or >0, closer to 0 is ideal |
| Reopened Count |
Number of times an Incident has been reopened |
Sum([Incident Reopened Count]) |
0 or >0, closer to 0 is ideal |
| Reopened Incidents |
Count of Incidents that have been reopened |
Count([Opened Incidents])<[Reopened]> |
0 or >0, closer to 0 is ideal |
| Reopened Incidents Met All SLAs |
Count of reopened Incidents which have met all SLAs |
Count([Opened Incidents])<[Incident Reopened & SLA Met]> |
>=0 |
| Reopened Incidents Missed Any SLA |
Count of reopened Incidents which have missed at least on SLA |
Count([Opened Incidents])<[Reopened & SLA Missed]> |
0 or >0, closer to 0 is ideal |
|
Resolved
Incidents
|
The number of Incidents with the Incident status - Resolved as on a specific time period. Incidents that are resolved and subsequently moved to the Closed state within the time period are also included in the count.
|
Count ([Resolved Incidents]) |
>=0 |
|
Resolved
Incidents Met All SLAs %
|
The ratio between the sum of Resolved Incidents that met SLA and the total number of Incidents. Incidents that are resolved within the stipulated time are termed as Incidents that met SLA. An Incident can have more than one SLA. Only when an Incident meets all the SLAs it is considered to have met the SLA.
Note: This is based on the SLA flag given by the source system.
|
[Resolved Incidents Met All SLAs] / [Resolved Incidents]
|
0 or >0, closer to 0 is ideal |
|
Resolved
Incidents Missed Any SLA
|
Count of resolved Incidents which have missed at least one SLA |
Count([Resolved Incidents])<[SLA Missed]> |
0 or >0, closer to 0 is ideal |
Expand this link to view the Incident iCube attributes: