Incident Management Dashboard

Owned by manikandan.subbiah (Unlicensed)
Last updated: Apr 23, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment

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Incident Management

On the Incident Dashboard page, users can view various Advanced reports related to Incident Management.

To View Incident Dashboard:

  1. Select Reports. The following page is displayed.

    Reports page
    Figure: Reports page
  2. Click Advanced Reports. The Report List page is displayed.
  3. Click Dashboards tab at the top of the page, the Dashboard List and Viewer page is displayed.

    Dashboards tab
    Figure: Dashboards tab

  4. Under Modules, click Incident Management and select the required Dashboard.

     See Screenshot

    Incident Dashboard (Sample Screenshot)Figure: Incident Dashboard (Sample Screenshot)

List of Reports in Incident Dashboard

ReportDescription
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: