The Incident Operations dashboard enables you to view operational performance of Incidents and helps you gauge the current standing of a group by understanding the inflow of incidents, customer satisfaction score, number of reassignments, and so on. You can also view information about the necessary actions you could take to expedite risks and analyze the overall performance trends.
You can view information for a particular assignment group or for a group associated with a particular group manager.
), symbolizes a positive impact in the fall of the metric.
), symbolizes a negative impact in the fall of the metric.
), symbolizes a positive impact in the growth of the metric.
), symbolizes a negative impact in the growth of the metric.
), symbolizes no impact in the growth or fall of the metric.The KPIs section focuses on helping you understand the results delivered by your business. The KPIs provide performance-related information as of that date and the scores are compared to the previous date.
The Take Action section provides you information about the activities as on date for which you might want to be prepared and take necessary action to expedite work risks.
This table displays a list of all the open incidents that have missed SLA sorted based on priority. Based on the values of the attributes and metrics listed: Incident Number, Short Description, Priority, Category, Due Date, and SLA Definition, you can choose the incident that you want to address first.
This table displays a list of all the open overdue incidents having priority 1 and 2. Based on the values of the attributes and metrics listed: Incident Number, Short Description, Status, Priority, Caller, Category, and Due Date, you can plan to address the high priority incidents.
This table displays the list of major incidents that are unassigned and are of priority 1 and 2. Incident Number, Short Description, Status, Priority, Caller, Category, and Due Date are displayed to help you choose which incident to address first.
This table displays the list of incidents having priority 1 and 2, and have been reassigned more than two times. The values displayed are Incident Number, Short Description, Status, Priority, Assignment Group, Assignee, and Number of Reassignments.
This section provides a graphical representation of performance trends over a time period.
This graph enables you to compare the number of resolved Incidents with the percentage of Incidents that have met SLA.
Similarly, you can view other graphical representations, such as MTTR trend, average age of Backlog Incidents vs Overdue Incidents, and inflow of major and escalated incidents.
This section displays a set of dashboards that you can access to view more information about specific operations. You can click the related dashboard to drill-down to individual process dashboards. The following list of related dashboards are available:
Enables you to view the Opened Incidents volume based on their Groups, Categories, Distribution, Status, and Severity.
Enables you to view breakdown of the volume of incident backlog by its assignment groups, trend of the incident backlog for the past 12 months based on a chosen assignment group, and monthly incident backlog summary corresponding to the assignees in the assignment group.
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.
Enables you to analyze Incident volume based on time of day and day of week.
Enables you to analyze the frequently used keywords and derive actions out of it for process improvement.
Enables you to analyze the Incident customer satisfaction score trend classified by department.
Provides an analysis of SLA breaches based on priority and assignment group helping you understand what contributed to the SLA and why there was an increase in time.
Enables you to understand the Mean Time to Resolve (MTTR) composition for a particular group, such as Avg. state duration based on status and priority, duration by status trend, configuration item that has taken the most time.
Enables you to view and analyze the total number of outages and downtime over a specified time frame that helps you understand how Outages caused by Incidents have risk impacts on expediting the work and backlogs.
Enables you to analyze the most frequently reassigned incidents based on number of reassignments and assignment groups. Helps you to analyze the impact of reassignments on Incident turnaround.
Enables you to identify the best and worst performers of your team based on incidents handled.
Enables you to create ad hoc reports that help you analyze incidents on the basis of different attributes and metrics.
| Metric Name | Description |
|---|---|
| % Avg CSAT Score Last 30 Days | Percentage of change in the average customer satisfaction score in the last 30 days |
| % Change Avg Incident Backlog Age Last 30 Days | Percentage of change in the average age of backlog incidents in the last 30 days |
| % Change Avg Incident Reassignment Count Last 30 Days | Percentage of change in the average number of reassigned incidents in the last 30 days |
| % Change Incidents Caused by Change or Problem Last 30 Days | Percentage of change in the number of Incidents caused as a result of Change or Problem in the last 30 days |
| % Change Major P1 & P2 Incidents Missed SLA Last 30 Days | Percentage of change in major incidents with priority P1 and P2 that have missed SLA in the last 30 days |
| % Change Unassigned Incidents Last 30 Days | Percentage of change in Incidents that are not assigned in the last 30 days |
| % Incidents Caused by Change or Problem Last 30 Days | Percentage of Incidents created as a result of a Change or Problem in the last 30 days |
| % Major P1 & P2 Incidents Missed SLA Last 30 Days | Percentage of major Incidents with priority P1 and P2 that have missed SLA in the last 30 days |
| % Unassigned Incidents Last 30 Days | Percentage of the number of incidents that were left unassigned in the last 30 days |
| Avg Age of Backlog Incidents Last 30 Days | Average age of all incidents in the backlog since last 30 days |
| Avg Incident Reassignment Count Last 30 Days | Average of the number of incidents reassigned across groups in the last 30 days |
| Avg Incidents Age - Current Open Incidents (Days) | Average age of all the incidents in the Open state (in days) |
| Avg Incidents CSAT Score - Last 30 Days | Average customer satisfaction score for all incidents opened in the last 30 days |
| Incident Backlog | Total number of incidents in the backlog |
| Major Incidents | Count of the total number of major incidents |
| MTTR (Days) | Mean time in days to resolve an open Incident based on all closed Incidents |
| Overdue Incident Backlog | Number of incidents in the backlog that are past the due date |
| Priority Escalated Incidents | Count of incidents escalated due to priority |
| Resolved Incidents | Count of the total number of resolved incidents |
| Resolved Incidents Met All SLAs % | Percentage of resolved incidents that met the SLA duration |
Related concepts
© 2022 Digital.ai Inc. All rights reserved.