On the Incident Dashboard page, users can view various Advanced reports related to Incident Management.
To View Incident Dashboard:
- Select Reports. The following page is displayed.
Figure: Reports page - Click Advanced Reports. The Report List page is displayed.
- Click Dashboards tab at the top of the page, the Dashboard List and Viewer page is displayed.
Figure: Dashboards tab Under Modules, click Incident Management and select the required Dashboard.
Figure: Incident Dashboard (Sample Screenshot)
List of Reports in Incident Dashboard
| Report | Description |
|---|---|
| Open Incidents | This tile displays the number of Open Incidents. For example, see the following screenshot:
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| Incidents Logged This Month | This tile displays the number of Incidents logged in the current month. For example, see the following screenshot:
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Incidents Logged Today | This tile displays the number of Incidents logged today. For example, see the following screenshot:
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| SLA Compliance -Current Year | This tile displays the SLA percentage met for the Incidents in the current year. For example, see the following screenshot:
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Pending Incidents | This tile displays the number of Incidents that are in Pending status. For example, see the following screenshot:
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| Incidents Resolved This Month | This tile displays the number of Incidents resolved in the current month. For example, see the following screenshot:
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| Incidents Resolved Today | This tile displays the number of Incidents resolved today. For example, see the following screenshot:
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| CSAT Rating | This tile displays the Average CSAT Rating for Incidents. For example, see the following screenshot: |
| First Call Resolution | This tile displays the First Call Resolution Percentage. For example, see the following screenshot:
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| Open VIP Incidents | This tile displays the number of Open VIP Incidents. For example, see the following screenshot:
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| Reopened Incidents | This tile displays the number of Reopened Incidents. For example, see the following screenshot:
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| Mean Time to Resolve | This tile displays the Average time taken to resolve all the Incidents. For example, see the following screenshot:
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| Open Incidents By Status | This tile displays the status-wise count of Open Incidents (New, Assigned, In-Progress, and Pending). For example, see the following screenshot:
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| Open Incidents By Priority | This tile displays Priority-wise count of Open Incidents (New, Assigned, In-Progress, and Pending). For example, see the following screenshot:
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| MTTR By Priority | This tile displays Priority-wise Average Time Taken to resolve Incidents. For example, see the following screenshot:
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| Geographic Spread of Open Incidents | This tile displays the Location-wise Open Incidents count in a geographic view. For example, see the following screenshot:
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| Resolution SLA Compliance Trend | This tile displays the Month-wise Resolution SLA Met percentage for Incidents. For example, see the following screenshot:
Note: This report displays only the last twelve months data. |
| Resolution SLA Compliance By Priority | This tile displays the Priority-wise Resolution SLA Met and Resolution SLA Missed in percentage. For example, see the following screenshot:
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| Incidents Violated and Within SLA | This tile displays the number of Incidents violated SLA and Incidents within SLA month-wise. For example, see the following screenshot:
Note: This report displays only the last twelve months data. |
| Incident Backlog | This tile displays the number of backlog Incidents (Open Incidents) month-wise. For example, see the following screenshot:
Note: This report displays only the last twelve months data. |
| Incidents Logged v/s Resolved | This tile displays the number of Incidents logged and Incidents Resolved month-wise. For example, see the following screenshot:
Note: This report displays only the last twelve months data. |
| Top 10 Categories | This tile displays the Top 10 Categories based on number of Open Incidents (New, Assigned, In-Progress, and Pending). For example, see the following screenshot:
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| Incident Aging by Workgroup | This tile displays the number of Open Incidents and their aging details Workgroup-wise. For example, see the following screenshot:
Default Slabs
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| Top 10 Workgroups By Workload | This tile displays the Top 10 Workgroups based on number of Open Incidents (New, Assigned, In-Progress, and Pending). For example, see the following screenshot:
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| Top 10 Analysts By Workload | This tile displays the Top 10 Analysts based on the total number of In-Progress and Pending Incidents. For example, see the following screenshot:
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| Incident Medium | This tile displays the count and percentage of Incidents logged using the various medium. For example, see the following screenshot:
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| Analysts By Location | This tile displays the Location-wise Analyst count. For example, see the following screenshot:
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| CSAT Trend | This tile displays month-wise Average CSAT Rating. For example, see the following screenshot:
Note: This report displays only the last twelve months data. |
| Incident Breakup by CSAT Rating | This tile displays the incidents count for the following CSAT Rating breakup/slabs.
Note: This includes only closed and resolved incidents. |
| Feedback Sent v/s Received | This tile displays the count and percentage of Incidents sent for feedback and the count and percentage of Incidents, which received the feedback. For example, see the following screenshot:
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| CSAT Rating By Location | This tile displays the Location-wise Average CSAT Rating. For example, see the following screenshot:
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| Top 10 Workgroups | Points Earned | This tile displays the Top 10 Workgroups based on Points Earned. For example, see the following screenshot:
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| Top 10 Analysts | Points Earned | This tile displays the Top 10 Analysts based on the Points Earned. For example, see the following screenshot:
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| Top 10 Analysts | Customer Feedback | This tile displays the Top 10 Analysts based on CSAT Rating. For example, see the following screenshot:
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