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Incident Manager Team Performance Dashboard for IT Services
Evaluate your team's performance in resolving customer cases effectively and maintaining program engagement. Use this dashbaord to see how incidents are shared among team members and across different groups and priorities.
Required Editions
For example, an incident manager can identify top performers and pinpoint areas where a team member requires additional training or support to improve their efficiency.
| Available in: Lightning Experience |
| Available in: Unlimited and Developer Editions with Agentforce IT Service and Data 360 |
Filter the data in the Team Performance dashboard by time period, category, priority, and human agent to get personalized and targeted analysis.
- The KPIs section highlights key metrics for Agentic IT Service dashboards, including incident volume to track demand, resolution time to gauge efficiency, and SLA breach (%) to identify unmet service commitments. Additionally, the CSAT score measures customer satisfaction, crucial for building trust and improving service quality.
- The Team Member Performance section shows the individual performance of each team member.
- The Incidents Distribution section offers crucial insights into incident categorization and prioritization. By analyzing incidents based on category, organizations can pinpoint recurring issues and allocate specialized resources effectively. Similarly, classifying incidents by priority (for example, critical, high) makes sure that urgent matters are addressed promptly, optimizing resource allocation and adherence to SLAs for efficient incident management and service improvement.
Key Performance Indicators in Team Performance Dashboard.
| METRIC | DESCRIPTION |
|---|---|
| Incident Volume | Tracks the number of incidents toto help you monitor the overall service disruption and IT workload. This metric helps you identify trends and potential problems within IT operations. |
| Resolution Time (hrs) | Shows the average time taken to resolve incidents, measuring the efficiency in minimizing downtime and restoring services quickly. This metric helps you assess the speed and effectiveness of incident resolution processes. |
| SLA Breach (%) | Identifies the percentage of incidents that failed to meet their Service Level Agreements. This metric highlights areas where service commitments aren't met and require immediate attention for improvement. |
| CSAT Score | Evaluates user satisfaction with IT services, providing direct feedback on service quality and communication. This metric helps you pinpoint areas for improvement in service delivery and customer experience. |
| Team Performance | Shows your team's effectiveness in resolving customer cases and maintaining program engagement. This metric provides an overview of how incidents are distributed among team members and across different categories and priorities. |
| Incidents by Category | Categorizes incidents by their root cause or functional area to pinpoint recurring issues and areas needing process or system improvements. This categorization helps in allocating specialized resources effectively. |
| Incidents by Priority | Categorizes incidents by their severity (critical, high, medium, low) to make sure that the most severe issues are addressed first, optimizing resource allocation. |
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