SummitAI Service Management Help

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.
See Screenshot
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:
Incidents Logged This Month	This tile displays the number of Incidents logged in the current month. For example, see the following screenshot:
Incidents Logged Today	This tile displays the number of Incidents logged today. For example, see the following screenshot:
SLA Compliance -Current Year	This tile displays the SLA percentage met for the Incidents in the current year. For example, see the following screenshot:
Pending Incidents	This tile displays the number of Incidents that are in Pending status. For example, see the following screenshot:
Incidents Resolved This Month	This tile displays the number of Incidents resolved in the current month. For example, see the following screenshot:
Incidents Resolved Today	This tile displays the number of Incidents resolved today. For example, see the following screenshot:
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:
Open VIP Incidents	This tile displays the number of Open VIP Incidents. For example, see the following screenshot:
Reopened Incidents	This tile displays the number of Reopened Incidents. For example, see the following screenshot:
Mean Time to Resolve	This tile displays the Average time taken to resolve all the Incidents. For example, see the following screenshot:
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:
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:
MTTR By Priority	This tile displays Priority-wise Average Time Taken to resolve Incidents. For example, see the following screenshot:
Geographic Spread of Open Incidents	This tile displays the Location-wise Open Incidents count in a geographic view. For example, see the following screenshot:
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:
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:
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 <1 Day 1-3 Days 3-5 Days >5 Days
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:
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:
Incident Medium	This tile displays the count and percentage of Incidents logged using the various medium. For example, see the following screenshot:
Analysts By Location	This tile displays the Location-wise Analyst count. For example, see the following screenshot:
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. <2 2-3 3-4 >4 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:
CSAT Rating By Location	This tile displays the Location-wise Average CSAT Rating. For example, see the following screenshot:
Top 10 Workgroups \| Points Earned	This tile displays the Top 10 Workgroups based on Points Earned. For example, see the following screenshot:
Top 10 Analysts \| Points Earned	This tile displays the Top 10 Analysts based on the Points Earned. For example, see the following screenshot:
Top 10 Analysts \| Customer Feedback	This tile displays the Top 10 Analysts based on CSAT Rating. For example, see the following screenshot:

SummitAI Service Management Help

To View Incident Dashboard:

List of Reports in Incident Dashboard

Release Notes | Installation Guide | Other Documents

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