Analyst Dashboard IM

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Last updated: Apr 22, 2024 by Shilpa K (Deactivated)Version comment
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SummitAI Service Management Help

Incident Management


On the ANALYST DASHBOARD page (Dashboard menu), you can view and take actions on Incidents, Service Requests (SRs), Work Orders (WOs), Change Records (CRs), Problem Records (PRs) assigned to you or your Workgroup. You can also view your Response SLA and Resolution SLA performance. You can see your Score and also your Rank (if Gamification is available).

Various Sections of the Page

This section explains the various sections of the ANALYST DASHBOARD page.

ANALYST DASHBOARD page
Figure: ANALYST DASHBOARD page

Note:

Use the arrow keys to scroll horizontally through the page.

FILTERS

Click the Filters icon to specify the Customer and Workgroup, and then click SUBMIT to view the dashboard based on the specified filter values.


Figure: FILTERS pop-up

INCIDENT

  • Click the MY WORKGROUP tile to view the list of Incidents assigned to your Workgroup. The number indicates the count of Incidents assigned to your Workgroup. For information about viewing or updating your Workgroup Incidents, see Viewing and Updating My Workgroup Incidents. The number of VIP Incidents assigned to your Workgroup are displayed in a red color square. The VIP Incidents are the Incidents logged by/for VIP users.
  • Click the ASSIGNED TO ME tile to view the list of Incidents assigned to you. The number indicates the count of Incidents assigned to you.
  • Under MY WORKGROUP, the bar graphs display the number of Incidents in a particular status in your Workgroup. The different color on the bar graph indicates different Priority of the Incidents open. For more information about Incident color codes, see Viewing and Updating My Workgroup Incidents.
  • Under ASSIGNED TO ME, the bar graphs display the number of Incidents in a particular status assigned to you. The different color on the bar graph indicates different Priority of the Incidents open. For more information about Incident color codes, see Viewing and Updating My Workgroup Incidents.
  • The Evaluation Tasks pending for the Analyst are displayed. Click the hyperlink to view the Tasks.

On the MY EVALUATION TASK page, you can view Task ID, Task Status, Task Description, and Due Date of an Incident.


Figure: MY EVALUATION TASK page

Click the Task ID to view the details. 

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the MY EVALUATION TASK page: 

Filters 

Click Filters to specify a particular filter criteria to display the Evaluation Tasks assigned to you. On clicking the Filters icon, the FILTERS pop up page is displayed.


Figure: FILTERS pop-up page 

SERVICE REQUEST

  • Click the MY WORKGROUP tile to view the list of Service Requests (SRs) assigned to your Workgroup. The number indicates the count of SRs assigned to your Workgroup. For more information about viewing and updating your Workgroup SRs, see Viewing/Updating My Workgroup Service Requests (SRs). The number of VIP SRs assigned to your Workgroup are displayed in a red color square. The VIP SRs are the SRs raised by VIP users.
  • Click ASSIGNED TO ME tile to view the list of SRs assigned to you. The number indicates the count of SRs assigned to you.
  • Under MY WORKGROUP, the bar graphs display the number of SRs in a particular status in your Workgroup.
  • Under ASSIGNED TO ME, the bar graphs display the number of SRs in a particular status assigned to you. 

WORK ORDER

  • Click the MY WORKGROUP tile to view the list of Work Orders assigned to your Workgroup. The number indicates the count of WOs assigned to your Workgroup. For more information about viewing and updating WOs, see  Viewing and Updating Work Orders. The number of VIP WOs assigned to your Workgroup are displayed in a red color square. The VIP WOs are the WOs created for VIP users.
  • Click ASSIGNED TO ME tile to view the list of WOs assigned to you. The number indicates the count of WOs assigned to you.
  • Under MY WORKGROUP, the bar graphs display the number of WOs in a particular status in your Workgroup.
  • Under ASSIGNED TO ME, the bar graphs display the number of WOs in a particular status assigned to you. 

CHANGE RECORD

  • Click the MY WORKGROUP tile to view the list of Change Records (CRs) assigned to your Workgroup. The number indicates the count of CRs assigned to your Workgroup.
  • Click ASSIGNED TO ME tile to view the list of CRs assigned to you. The number indicates the count of CRs assigned to you.
  • Under MY WORKGROUP, the bar graphs display the number of CRs in a particular status in your Workgroup.
  • Under ASSIGNED TO ME, the bar graphs display the number of CRs in a particular status assigned to you. 

PROBLEM RECORD

  • Click the MY WORKGROUP tile to view the list of Problem Records (PRs) assigned to your Workgroup. The number indicates the count of PRs assigned to your Workgroup.
  • Click ASSIGNED TO ME tile to view the list of PRs assigned to you. The number indicates the count of PRs assigned to you.
  • Under MY WORKGROUP, the bar graphs display the number of PRs in a particular status in your Workgroup.
  • Under ASSIGNED TO ME, the bar graphs display the number of PRs in a particular status assigned to you. 

INCIDENT SLA SUMMARY

  • RESPONSE SLA PERFORMANCE: Displays the Response SLA statistics for Incidents.

    • RESPONSE SLA: Displays the number of Incidents for which SLA is missed or met. The green color indicates the met Response SLA. The red color indicates the missed Response SLA. Mouse hover the color to view the number of Incidents for which SLA is missed or met.

    • ABOUT TO MISS: Displays the about to miss Response SLA statistics. The green color indicates the number of Incidents within SLA. The red color indicates the number of Incidents missed the SLA. The orange color indicates the number of Incidents about to miss SLA.

  • RESOLUTION SLA PERFORMANCE: Displays the Resolution SLA statistics for Incidents.

    • RESOLUTION SLA: Displays the number of Incidents for which SLA is missed or met. The green color indicates the met Resolution SLA. The red color indicates the missed Resolution SLA. Mouse hover the color to view the number of Incidents for which SLA is missed or met.

    • ABOUT TO MISS: Displays the about to miss Resolution SLA statistics. The green color indicates the number of Incidents within SLA. The red color indicates the number of Incidents missed the SLA. The orange color indicates the number of Incidents about to miss SLA. 

SERVICE REQUEST SLA SUMMARY

  • RESPONSE SLA PERFORMANCE: Displays the Response SLA statistics for Service Requests (SRs).

    • RESPONSE SLA: Displays the number of SRs for which SLA is missed or met. The green color indicates the met Response SLA. The red color indicates the missed Response SLA. Mouse hover the color to view the number of SRs for which SLA is missed or met.

    • ABOUT TO MISS: Displays the about to miss Response SLA statistics. The green color indicates the number of SRs within SLA. The red color indicates the number of SRs missed the SLA. The orange color indicates the percentage of SRs about to miss SLA.

  • RESOLUTION SLA PERFORMANCE: Displays the Resolution SLA statistics for Service Requests (SRs).
    • RESOLUTION SLA: Displays the number of SRs for which SLA is missed or met. The green color indicates the met Resolution SLA. The red color indicates the missed Resolution SLA. Mouse hover the color to view the number of SRs for which SLA is missed or met.
    • ABOUT TO MISS: Displays the about to miss Resolution SLA statistics. The green color indicates the number of SRs within SLA. The red color indicates the number of SRs missed the SLA. The orange color indicates the number of SRs about to miss SLA. 

CSAT FOR INCIDENT

  • MY WORKGROUP: Displays the Customer Satisfaction (CSAT) count for your Workgroup.
  • My CSAT: Displays the CSAT count for you. 

CSAT FOR SERVICE REQUEST

  • MY WORKGROUP: Displays the CSAT count for your Workgroup.
  • My CSAT: Displays the CSAT count for you. 

GAMIFICATION

  • MY SCORE: Displays your score. Click the MY SCORE tile to view the Score summary.
  • BADGES: Displays the Badges you have earned. Click the BADGES tile to view the Badges summary. 

RANK

  • BY TENANT: Displays your Rank by Tenant. Click the BY TENANT tile to view the Rank summary.
  • BY WORKGROUP: Displays your Rank by Tenant. Click the BY WORKGROUP tile to view the Rank summary.

Note:

The GAMIFICATION and RANK sections are available only if the Gamification plug-in is available in your SUMMIT application. (see Gamification in Service Management).