Dashboard
The dashboard provides the
manager with an overview of the support center’s situation.
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Graph 1 (Current workload by group) : enables to view workloads per intervention group.
·
Graph 2 (Current workload): enables
to view assignee workloads and the number of unassigned (new) incidents / SRs.
·
Graph 3 (Average resolution time in days): presents the average time, by
priority, taken to resolve an incident over a specified period (in the above
example, over the last 3 months).
·
Graph 4 (Opened since): indicates the amount of days since the opening of
the incidents / SRs.
·
Graph 5 (Conformity to Service Level Agreements): enables to view the number
of incidents and SRs which are outstanding or at the 1st and 2nd
warnings in respect to the SLAs. The graph’s background colors are the same as
those selected during SLA configuration.
The graph also includes an indicator of conformity to the maximum delays for
the current month. In the above example, for the month of January, the maximum
delays for incidents and SRs were respected in 43% of cases. In that example,
the manager should work harder to get better results.
You may display the value for each graph column by
means of a right-click.
·
By default, “Display horizontal
lines” is checked and displays the standard screen.
·
If you select “Display values”, a
number will appear above the rectangle.
Moreover, data mining capabilities are activated for
the graphs: by double-clicking on a particular table or even on an individual
incident or SR column, you can access the corresponding view. See the example
of the 2 incidents in the preceding graph (1st warning); by
double-clicking on the column, we get the following:
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We encourage you to communicate your
suggestions for more graphs and the addition of other information to the
dashboard. |
