Service delivery overview

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

Figure 1. Example of Service delivery overview

Access

You can access the Service delivery overview page as follows:

1. Navigate to Workspaces > Service Operations Workspace or CSM/FSM Configurable Workspace.
2. 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.

Table 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.

Table 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.

Table 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

Table 4. User roles and description

User role	Description
sn_ind_tsm_sdwan.PSEW_USER	Can view and edit the dashboard and manage users, groups, and roles for the dashboard.