--- title: "Analyst Dashboard" slug: "analyst-dashboard" updated: 2026-04-08T14:31:56Z published: 2026-04-08T14:31:56Z canonical: "help.symphonysummitai.com/analyst-dashboard" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt > Use this file to discover all available pages before exploring further. # Analyst Dashboard On the **Analyst Dashboard** page (**Dashboard** menu), you can view and take actions on Incidents, Service Requests (SRs), Work Orders (WOs), Change Records (CRs), Problem Records (PRs) assigned to you or your Workgroup. You can also view your Response SLA and Resolution SLA performance. You can see your Score and also your Rank (if Gamification is available). **Why does it matter?** With SLA insights on the dashboard, Analysts instantly spot critical and at-risk tickets, enabling shorter time to action and lesser decision-making effort. This proactive visibility helps prevent breaches, improves resolution speed, and makes Analysts more efficient in their daily operations. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Analyst_Dashboard_info(1).png) > [!NOTE] > Note > > Configure and manage the landing page experience dynamically based on the user’s persona at login. The application should display relevant content and navigation options tailored to each role, such as End User, Analyst, or other applicable personas. This ensures a personalized and role-specific interface that enhances usability and efficiency. By default, users with Analyst access are redirected to the Analyst Dashboard after login, but they can switch to the User Dashboard as needed for greater flexibility ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-3W7Y8ER9.png) Figure: Analyst Dashboard The data on the Dashboard, is displayed based on the option selected below: - [Assigned to me](/apex/docs/analyst-dashboard#assigned-to-me): Displays issues assigned to you across all the Modules. - Assigned to Workgroup(s): Displays when you select **Switch to Workgroup**. ## Assigned to Me This is the default option selected on the Dashboard. it displays all the incidents, Service Requests (SRs), Work Orders (WOs), Change Records (CRs), Problem Records (PRs) assigned to you. Along with the Status and SLA Summary for each Module. CSAT for Incident and SR and Refresh Interval to view the updated data on the Dashboard. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-J2SEPOVU.png) Figure: Assigned to me For more information, refer to the following: | Field | Description | | --- | --- | | CSAT for SR | **CSAT** (Customer Satisfaction Score) for **SR** (Service Request) refers to a customer's satisfaction rating specifically for a service request they submitted and received a resolution for. This represents the CSAT for all the **Requests** that is resolved or closed by you. | | CSAT for Incident | **CSAT for Incident** refers to a customer's satisfaction rating specifically for an Incident they submitted and received a resolution for. This represents the CSAT for all the **Incidents** that is resolved or closed by you. | | Refresh Interval | Specifies the refresh rate of the dashboard. You are enabled to select the refresh interval time using the settings icon ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/settings icon(4).png) . Click on the settings icon and select the time between 1 and 5. By default, this is set to 5 Minutes. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-IB1Z5IR8.png) Figure: Refresh Interval | | Tenant | Select **Tenant** for which you want to view the Issues and Requests assigned to you. Either view for a single Tenant or overall for all the Tenants. | | Workgroup | Select **Workgroup** that applies either for single or all from the list. | | Include All Workgroups | Select **Include All Workgroups** that applies for Workgroups all from the list. | | Apply Filters | Click **Apply Filters** to view the dashboard that is only Assigned to you. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-ESGR6SJO.png)Figure: Apply Filters | | > [!NOTE] > Note > > Hover on the info icon to view the information message about the Tenant and Workgroup. Message displayed is “Choose a tenant to see its workgroups. By default, all “your workgroups“ in the selected tenant are shown”. Figure: Information Message | | SLA Breached | Displays the count of Incidents/ Requests / Workorder / Change Record / Problem Record for which the Service Level Agreement (SLA) has been breached, which means the defined response or resolution time has not been met. **Example** ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-Z0R7HUGH.png)As shown in the screenshot above, SLA has already been breached for one out of five incidents. | | Breaching in Next 12 H | Displays the count of Incidents/ Requests / Workorder / Change Record / Problem Record for which the Service Level Agreement (SLA) has been breached, which means the defined response or resolution time has not been met. It helps identify and prioritize incidents at risk of SLA breach for timely action **Example** ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-8270DW4C.png) As shown in the screenshot above, SLA is going to breach for three out of five incidents in next 12 hours. | | Breaching in Next 24 H | Displays the count of Incidents/ Requests / Workorder / Change Record / Problem Record that are predicted to breach their SLA within the next 12 hours. It helps identify and prioritize incidents at risk of SLA breach within 12 hours for timely action. **Example** ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-QQ3JPMUH.png) As shown in the screenshot above, SLA is going to breach for three out of five incidents in next 24 hours. | | Upcoming | Displays the count of Incidents/ Requests / Workorder nearing SLA breach. Displays the count of Change Records nearing planned date. Displays the count of Change Records nearing planned date. It helps timely intervention and prevent violations. > [!NOTE] > Note > > For Work Order module, data will be displayed only for the Work Orders linked to OLA. Breach is identified based on the missed OLAs. > > For Change Records, data will be displayed based on the Planned End Date. **Example** ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-ICWDTG3K.png) As shown in the screenshot above, there are not any upcoming incidents for which the SLA is not going to breach. | | Unassigned | Displays the count of Incidents/ Requests / Work Orders/Change Records/ Problem Records for which the Analyst is not assigned. **Example** ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-BQ6IWNZM.png) Figure: Unassigned | Modules displayed on the Dashboard are Incident, Service Request, Work Order, Change Record and Problem Record. Selecting any one of the module displays Module and Module Summary. Consider that you have selected Incident then the following is displayed: - Incident section with **Eval Tasks** and **VIP Requests** are displayed. - Incident SLA Summary is displayed for Response and Resolution SLAs. ### Incident Upon selecting Assigned to me, the data on the Dashboard changes accordingly for all the Modules and by default Incident Module is displayed. All the Incidents assigned to you which are in various statuses like New, In-Progress, Pending etc. and that for the Evaluation Tasks and VIP Requests if any. - Evaluation Tasks - VIP Incidents - Major Incidents ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-VA5QSLO3.png) Figure: Module Data #### Evaluation Tasks **Eval:** Click on this hyperlink to display the **My Evaluation Tasks** page in a New Tab. On the **My Evaluation Tasks** page, you can view **Incident ID** and corresponding **Task ID**, **Task Status**, **Task Description**, and **Due Date** of each Incident. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/My Eval Tasks.png) Figure: My Evaluation Tasks Click **Task ID**. The following pop-up is displayed. Under the Tasks tab, update the Resolution for the task and status and click **Submit**. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Task Id.png) Figure: Evaluation Summary pop-up #### VIP Incidents Click **VIP** hyperlink, you will be able to view all the Requests from VIP Users that are assigned to you. Upon clicking the VIP Requests, you are re-directed to the Incident List page on a new tab and can view requests created by VIP Users that are assigned to you. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-4QYUSLUG.png) Figure: Incident List #### Major Incidents Click **Major** hyperlink, you will be able to view all the Major Incidents that are assigned to you. Upon clicking the Major Incidents, you are re-directed to the Incident List page on a new tab and can view major incidents that are assigned to you. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-ZVXRY18F.png) Figure: Major Incidents **Insights** It provide a useful **insight for a dashboard** with **Tenant Rank** and **Workgroup Rank.** ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-I3Q5G08U.png) Figure: Insights **My Score** ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-S6D7OXCP.png) Figure: My Score - **My Score**: Displays your score. Click the **My Score** tile to view the Score summary. - **Tenant Rank:** Displays your Rank by Tenant. Click the **By Tenant** tile to view the Rank summary. - **Workgroup Rank:** Displays your Rank by Tenant. Click the **By Workshop** tile to view the Rank summary. ### INCIDENT SLA SUMMARY The **SLA Summary** offers a comprehensive snapshot of service performance by tracking adherence to both **Response** and **Resolution** SLAs. This summary is a critical tool for IT service managers and operational teams to evaluate the effectiveness and timeliness of incident handling. - [Response SLA Performance](/apex/docs/analyst-dashboard#response-sla-performance) - [Resolution SLA Performance](/apex/docs/analyst-dashboard#resolution-sla-performance) #### Response SLA Performance Displays the Response SLA statistics for Incidents. - **Response SLA**: Displays the number of Incidents for which SLA is missed or met. The green color indicates the met Response SLA. The red color indicates the missed Response SLA. Mouse hover the color to view the number of Incidents for which SLA is missed or met. - **About to Miss**: Displays the about to miss Response SLA statistics. The green color indicates the number of Incidents within SLA. The red color indicates the number of Incidents missed the SLA. The orange color indicates the number of Incidents about to miss SLA. #### **Resolution SLA Performance** Displays the Resolution SLA statistics for Incidents. - **Resolution SLA**: Displays the number of Incidents for which SLA is missed or met. The green color indicates the met Resolution SLA. The red color indicates the missed Resolution SLA. Mouse hover the color to view the number of Incidents for which SLA is missed or met. - **About to Miss**: Displays the about to miss Resolution SLA statistics. The green color indicates the number of Incidents within SLA. The red color indicates the number of Incidents missed the SLA. The orange color indicates the number of Incidents about to miss SLA. > [!NOTE] > Note > > The **Gamification** and **Rank** sections are available only if the Gamification plug-in is available in your Apex application. ## Service Requests Upon selecting Assigned to me, the data on the Dashboard changes accordingly for all the Modules and by default Incident Module is displayed. All the Incidents assigned to you which are in various statuses like New, In-Progress, Pending etc. and that for the Evaluation Tasks and VIP Requests if any. - Evaluation Tasks - VIP Requests ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-D62JPMXN.png) Figure: Service Request #### Evaluation Tasks **Eval:** Click on this hyperlink to display the **My Evaluation Tasks** page in a New Tab. On the **My Evaluation Tasks** page, you can view **Service Request** and corresponding **Task ID**, **Task Status**, **Task Description**, and **Due Date** of each Request. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-7DH6B75V.png) Figure: My Evaluation Tasks Click **Task ID**. The following pop-up is displayed. Under the Tasks tab, update the Resolution for the task and status and click **Submit**. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Task Id.png) Figure: Evaluation Summary pop-up #### VIP Requests Click **VIP** hyperlink, you will be able to view all the Requests from VIP Users that are assigned to you. Upon clicking the VIP Requests, you are re-directed to the Service Request List page on a new tab and can view requests created by VIP Users that are assigned to you. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-4QYUSLUG.png) Figure: Requests List ## Work Order Upon selecting Assigned to me, the data on the Dashboard changes accordingly for all the Modules and by default Incident Module is displayed. All the Incidents assigned to you which are in various statuses like New, In-Progress, Pending etc. and that for the Evaluation Tasks and VIP Requests if any. - Evaluation Tasks - VIP Requests ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-D62JPMXN.png) Figure: Service Request #### Evaluation Tasks **Eval:** Click on this hyperlink to display the **My Evaluation Tasks** page in a New Tab. On the **My Evaluation Tasks** page, you can view **Service Request** and corresponding **Task ID**, **Task Status**, **Task Description**, and **Due Date** of each Request. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-7DH6B75V.png) Figure: My Evaluation Tasks Click **Task ID**. The following pop-up is displayed. Under the Tasks tab, update the Resolution for the task and status and click **Submit**. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Task Id.png) Figure: Evaluation Summary pop-up #### VIP Requests Click **VIP** hyperlink, you will be able to view all the Requests from VIP Users that are assigned to you. Upon clicking the VIP Requests, you are re-directed to the Service Request List page on a new tab and can view requests created by VIP Users that are assigned to you. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-4QYUSLUG.png) Figure: Requests List ## Change Record Upon selecting Assigned to me, the data on the Dashboard changes accordingly for all the Modules and by default Incident Module is displayed. All the Incidents assigned to you which are in various statuses like New, In-Progress, Pending etc. and that for the Evaluation Tasks and VIP Requests if any. - Emergency ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-IDEYO1ZD.png) Figure: Change Record #### Emergency Click Emergency hyperlink to display the **My Evaluation Tasks** page in a New Tab. On the **Change Record List** page, you can view **Change Records** and corresponding **Task ID**, **Task Status**, **Task Description**, and **Due Date** of each CR. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-U0KKMPO2.png) Figure: My Evaluation Tasks Click **Task ID**. The following pop-up is displayed. Under the Tasks tab, update the Resolution for the task and status and click **Submit**. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Task Id.png) Figure: Evaluation Summary pop-up ## Problem Record The Problem Record widget displays the number of problem tickets currently assigned to the logged-in analyst. Problem records are created to identify and manage the root cause of recurring incidents and ensure long-term resolution. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Problem record(1).jpg) Figure: Analyst - Problem Record - **Problem Record Count:** Displays the total number of Problem Records assigned to the Analyst. Example: If the count is two, it means there are two problem records are assigned. - **VIP Indicator:** Shows the number of problem records marked as VIP. SLA Status Tabs SLA BreachedBreaching in Next 12HBreaching in Next 24HUpcoming Tickets that have already breached SLA. Tickets approaching SLA breach within 12 hours. Tickets approaching breach within 24 hours. Tickets with upcoming deadlines or milestones. Use these tabs to prioritize urgent work and allocate resources. To view the Problem Record list, perform the following steps: 1. Navigate to **Problem Record** module. 2. Select the **Problem Record** count hyperlink. The **Problem Record List** page is displayed. It allows Analysts to View, Filter, and Manage Problem Records assigned to them or their workgroup. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Problem record list.jpg) Figure: Problem Record List 3. On the top panel, you can View the Records. 1. Default View: Displays records using the system default filter. 2. Custom Views: Customize filters and save them as new views for future use. 4. Use the Filter section to refine records based on various criteria. Select Filter, Operator, and Values. 1. Click + symbol to add the Condition. 2. Click delete symbol to delete the Condition. 5. Click any existing Problem Record to view the details. To view VIP users: Click **VIP** hyperlink, you will be able to view all the Requests from VIP Users that are assigned to you. Upon clicking the VIP Requests, you are re-directed to the Problem Record List page on a new tab and can view records created by VIP Users that are assigned to you. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/Save.jpg) Figure: Problem Record List **My Score** ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/my score.jpg) Figure: My Score Displays your personal performance score and rankings: - My Score: Overall score (e.g., -20 in the example). - Tenant rank: Your rank among tenants/workgroups. - Workgroup rank: Your rank within your group.