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Incident Manager Overall Analysis Dashboard for IT Services
Review and analyze key incident metrics to understand the overall health of your incident management process. Use this dashboard to monitor incident volume, mean time to resolve (MTTR), SLA breach percentage, and CSAT scores to identify trends and potential bottleneck.
Required Editions
For example, an incident manager can identify a rising trend in SLA breaches to proactively address process inefficiencies or resource allocation issues before they become more severe.
| Available in: Lightning Experience |
| Available in: Unlimited and Developer Editions with Agentforce IT Service and Data 360 |
Filter the data in the Overall Analysis dashboard by priority, configuration item, category, human agent, and time period to get personalized and targeted analysis.
- The KPIs section highlights crucial metrics for Agentic IT Service Analytics dashboards, including the incident volume for tracking service disruption and IT workload, resolution time (hours) for measuring efficiency and minimizing downtime, and SLA breach (%) to identify failures in meeting service commitments. Additionally, the CSAT score directly measures user satisfaction with IT services, indicating areas for improvement in service quality and communication.
- The Incidents Distribution section highlights critical insights into incident management. It offers a comprehensive overview of active incidents, categorized by priority (critical, high, medium, low), helping teams address the most severe issues first. Additionally, it breaks down incidents by root cause or functional area, pinpointing areas that need improvement, and tracks unassigned incidents by priority to prevent bottlenecks and SLA breaches. It also shows a real-time snapshot of incident statuses, facilitating progress tracking and stakeholder communication.
Key Performance Indicators in Overall Analysis Dashboard
Learn the definitions of key metrics in the Overall Analysis dashboard.
| METRIC | DESCRIPTION |
|---|---|
| Resolution Time (hrs) | Shows the average time taken to resolve incidents, indicating efficiency in minimizing downtime and restoring services quickly. |
| SLA Breach (%) | Identifies the percentage of incidents that didn't meet their Service Level Agreements. This shows areas where service commitments aren't met and need a fix. |
| CSAT Score | Evaluates user satisfaction with IT services, providing direct feedback on service quality and communication to pinpoint areas for improvement. |
| Incidents by Priority | Helps you categorize incidents by their severity (critical, high, medium, low) to make sure that the most severe issues are addressed first, optimizing resource allocation. |
| Incidents by Category | Helps you categorize incidents by their root cause or functional area to pinpoint recurring issues and areas that need process or system improvements. |
| Unassigned Incidents by Priority | Shows incidents that aren't yet assigned to a team or individual, preventing bottlenecks and potential SLA breaches. |
| Incidents by Status | Shows a real-time snapshot of incident statuses for example, open, in progress, resolved, or closed to facilitate progress tracking and effective communication with stakeholders. |
| Incident Details | Shows comprehensive information for each incident, including relevant attributes and resolution steps, to support in-depth analysis and targeted problem-solving. |
