This dashboard enables you to analyze incident performance based on the fix rate trend of the incidents. You can also analyze performance of the incidents based on their assignment groups, incident assignee ratio within the assignment group, and Service Level Agreement (SLA) target fulfillment numbers.
Available sections in this dashboard are described below.
Tip: You can use the Level 1, Assignment Group, and Priority selectors to filter and view the corresponding incidents' details.
In this section, you can view daily trend of the incidents based on its fix rate. The bar graph provides you a comparative view of the opened and resolved incidents. In the graph, the horizontal axis represents the time period and the vertical axis represents volume of the opened and resolved incidents and the incident fix rate.
In this section, you can view breakdown of the incidents by their assignment groups for the selected time period. You can further analyze the incidents based on their assignee ration and Met SLA target values.
Tip:
| Metric Name | Description |
|---|---|
| Opened Incidents |
The total number of incidents raised (opened) in a time frame. |
| 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. |
| Incident 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. |
| Incident Assignee Ratio |
The ratio of the number of assignees assigned to the incidents as compared with the total number of opened incidents. |
| Met the SLA Targets |
The total number of incidents that have met the defined SLA targets. |
© 2022 Digital.ai Inc. All rights reserved.