Use
the Service delivery overview to view the Analytics dashboards of the
customer accounts. You can explore the details about the
operational status of the
accounts.
Service delivery overview displays the Analytics dashboards of the customer accounts. These dashboards contains diagrams, charts, and summary data on metrics such as proactive cases, account escalations, Service Level Agreements
(SLAs), Core Key Performance Index (KPI), and so on.
The Service delivery overview contains the
following tabs for each dashboard.
Overview
SLA performance
Service Management
図 : 1. Example of Service delivery overview
Access
You can access the Service delivery overview page as follows:
Navigate to navigate to Workspaces > Service Operations Workspace or CSM/FSM Configurable Workspace.
Select the service delivery overview () icon.
Account selection
Select Accounts, and then select the customer account that you want to view the data. You can also select more than one account.
Overview tab
The Overview tab
provides a comprehensive overview of key performance metrics
and service-related indicators, presenting essential data at a glance.
表 : 1. Overview indicators
Indicator
Description
Overall SLA achievement
Total percentage of SLAs met out of the total number of SLAs.
Open account escalations
Total number of account-related issues that have been escalated and are currently unresolved.
Unplanned outages caused by changes
Total number of outages classified as Outage with task numbers labeled as Change type.
Configuration items involved in cases
Total number of configuration items (CI) involved in cases.
Total outage duration by type (hours)
Sum of the total duration of outages, categorized by their types. This visualization helps which types of outages are most frequent or have the longest durations, enabling targeted improvements and resource allocation.
Total outage duration caused by changes (hours)
Total duration of all outages associated with tasks identified by a task number starting with CHG.
First contact rate
Percentage of customer inquiries or issues that are resolved during the first interaction with a service or support team.
Average time to resolve case
Average amount of time taken to resolve a case from the moment it’s opened until it’s officially closed.
Average time to fulfill
Average duration taken to fulfill a request from the time it’s initiated until it’s fully completed or closed.
Percent of cases created proactively
Percentage of customer service or support cases that were initiated proactively by the organization itself, rather than in response to customer inquiries or complaints.
Proactive cases by incident
Number of cases where the proactive field is set to true and the Caused by Incident field is populated.
Proactive cases by change
Number of cases where the proactive field is set to true and the Caused by Change field is populated.
Major cases triggered by incident
Number of cases where the proactive field is set to true and the Incident field is populated.
Number of missed major case record SLAs
All breached SLAs associated with tasks labeled as Case and having an Accepted status in the major case state.
SLA performance tab
The SLA performance tab displays metrics that provide you with a summary of the effectiveness with which the managed services adhere to their SLAs.
表 : 2. SLA performance indicators
Indicator
Description
Team overdue SLAs
Total number of SLAs marked as breached within a specific team, filtered based on the assignment groups linked to the logged-in user.
Team opened SLAs
Total number of SLAs that are either in progress or paused, specific to a team and filtered according to the assignment groups of the logged-in user.
Team SLA analysis achieved
Percentage of SLAs successfully met by a specific team. The data is filtered based on the assignment groups to which the logged-in user belongs to.
Team SLAs expiring today
Total number of SLAs within a specific team scheduled to reach their deadline or expire today, filtered based on the assignment groups linked to the logged-in user.
Team average SLAs age
Average duration between start time and end time for all SLAs marked as achieved or completed within a specific team, filtered by the assignment groups associated with the logged-in user.
Team SLA analysis breached
Percentage of SLAs that weren’t met by a specific team. The data is filtered based on the assignment groups to which the logged-in user belongs to.
Overdue SLAs
Number of open SLAs with the Has breached field activated.
Opened SLAs
Total number of SLAs that are in In progress or paused state.
Overall SLA analysis achieved
Percentage of SLAs that have been successfully met by a service provider.
SLAs expiring today
Number of SLAs that are scheduled to reach their deadline or expiration on the current day.
Average SLAs age
Average time span from start time to end time for all SLAs that are marked as either achieved or completed.
Overall SLA analysis breached
Percentage of SLAs that weren’t met by a service provider. It assesses the instances where the agreed-upon time lines outlined in the SLAs were violated.
Service management tab
The Service management tab provides metrics that deliver actionable insights, enabling you to track and enhance the efficiency and quality of your services.
表 : 3. Service management indicators
Items not updated in last 5 days
Gauge chart grouping of requests marked as New, In Progress, or On Hold, that haven’t received any updates or modifications within the past five days.
Items not updated for 7+ days
Gauge chart grouping of requests that aren’t updated for more than seven days.
Incident reopen rate
Percentage of incidents that were initially marked as resolved but later required reopening due to unresolved issues or the emergence of related problems.
Average re-assignment count for resolved incidents
Average number of times an incident is reassigned to different team members or teams before it’s finally resolved.
Average active case age
Average duration that cases remain open or active before they’re resolved or closed.
Problems created by case
All problems initially reported with the task type labeled as Case.
Problems created by incident
All problems initially reported with the task type labeled as Incident.
Preferred channel used for communication
Sum of the total number channels used for communication, categorized by the type of channel. This visualization helps which types of channels are most used or have the longest durations.
User roles
表 : 4. User roles and description
User role
Description
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Can view and edit the dashboard and manage users, groups, and roles for the dashboard.
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