The Landscape Intelligence dashboard provides a consolidated view of an organization’s incident landscape by analyzing historical data and generating actionable insights. It groups similar closed incidents into logical clusters, calculates operational metrics, and surfaces recurring patterns without modifying the original records.
The dashboard automatically identifies the tenant context from the user’s login and displays results from the latest pipeline execution.
Key Benefits
Landscape Intelligence enables organizations to:
Monitor the overall health of the incident landscape.
Detect recurring incident patterns across users and workgroups.
Evaluate ownership consistency and routing accuracy.
Identify opportunities to standardize incident categorization.
Improve service desk efficiency through data‑driven insights.
User Persona
CIO
IT Administrator
Service Delivery Manager
Use Case
An IT administrator can quickly assess incident management trends without reviewing individual records. After the daily pipeline run, the administrator opens the dashboard to review KPI summaries such as recurring clusters, resolution times, routing consistency, and ownership distribution. These insights highlight areas for improvement, including duplicate categories or inconsistent workgroup assignments..
View Landscape Intelligence
Prerequisites
The Landscape Intelligence Pipeline has completed at least one successful execution for the tenant.
You have permission to access the tenant's incident data.
To view Landscape Intelligence dashboard, perform the following steps:
Log in to the Apex application as an Administrator.
Navigate to Admin > AI > Landscape Intelligence.
The Landscape Intelligence dashboard page is displayed.
Figure: Landscape Intelligence DashboardNote
If you see this message when accessing Landscape Intelligence, contact your administrator to enable the feature at the tenant level.
How Landscape Intelligence Works?
The Landscape Intelligence Pipeline is a background process that automatically analyzes incident data. During each Landscape Intelligence Pipeline job execution, the pipeline:
Retrieves closed incidents for the tenant.
Uses the Reporting API to collect incident information.
Groups similar incidents into logical clusters.
Calculates operational metrics for each cluster.
Updates the Landscape Intelligence dashboard with the latest analysis.
Note
The Landscape Intelligence Pipeline job executes once every 24 hours. The execution frequency is currently fixed and cannot be configure.
Dashboard Components
The Landscape Intelligence dashboard contains three components.
KPI Summary
Problem Records
Detailed Cluster Table
KPI Summary Widget
The KPI Summary section displays key operational metrics from the latest Landscape Intelligence Pipeline execution, allowing IT administrators to quickly evaluate the overall health of the Incident Management Landscape.
The KPI widgets provide a high-level summary of the organization's incident landscape. The following table describes each widget:
Widget | Description | ||||||||
|---|---|---|---|---|---|---|---|---|---|
Total Clusters | Displays the total number of unique incident clusters identified during the latest pipeline execution. Each cluster represents a group of logically similar closed incidents. This metric helps administrators understand the number of recurring incident patterns in the environment. | ||||||||
Closed Incidents | Displays the total number of closed incidents included in the most recent Landscape Intelligence analysis. This metric represents the incidents analyzed during the latest successful pipeline run to identify recurring patterns, generate incident clusters, and calculate dashboard insights. | ||||||||
SLA Risk | Displays the number of incident clusters with an SLA Breach Percentage greater than the configured threshold. This KPI helps identify recurring issue categories that are at risk of violating service level targets, enabling support teams to prioritize investigation and corrective actions. Example
Since the SLA Breach Percentage (67%) exceeds the configured 20% threshold, the cluster is counted in the Clusters at SLA Risk KPI, and the SLA Breach % value is displayed with a Danger badge in the Detailed Cluster table.
| ||||||||
Overall Ownership | Displays the weighted ownership score across all analyzed incident clusters. A higher score indicates that incidents within a cluster are consistently owned by a primary workgroup, while a lower score indicates that ownership is distributed across multiple workgroups. | ||||||||
Avg Resolution Time | Displays the average time required to resolve incidents included in the latest pipeline analysis. The calculation is based on incidents that contain valid resolution time data and helps measure overall service desk efficiency. | ||||||||
Routing Consistency | Displays the Routing Consistency Score (RCS) for the analyzed incidents. Higher scores indicate that similar incidents are consistently routed to the appropriate workgroup, while lower scores indicate inconsistent routing.
The score of Routing Consistency
|
Problem Records
Problem Record detection automatically reviews new incidents to identify recurring issues before the weekly Landscape Intelligence analysis. It compares incident details across users and workgroups, and when the same issue appears repeatedly, it recommends creating a Problem Record so the support team can address the root cause instead of handling incidents individually.
It runs on a configurable schedule and builds clusters from incidents logged since the last run. This allows administrators to:
Detect and investigate issues earlier
Reduce duplicate incidents
Speed up problem management
Figure: Problem Records
Example;
If multiple employees report that they cannot connect to Outlook, the system compares the incident details—even when logged by different users or assigned to different teams—and recognizes them as the same issue. Instead of treating them as separate incidents, it groups them into a single problem cluster and recommends creating a Problem Record to investigate the root cause.
Problem Record Cluster Flow
.jpg?sv=2026-02-06&spr=https&st=2026-08-08T06%3A29%3A19Z&se=2026-08-08T06%3A47%3A19Z&sr=c&sp=r&sig=Fl0M9e%2B3jJPifM058oNgP7jECeMzYSC3bsYjrwuTJKU%3D)
Notes
Instead of treating five Outlook incidents as separate tickets, the system recognizes they are related and recommends a single Problem Record to address the underlying issue.
The execution schedule is configured in UTC. Adjust the scheduled time according to your local time zone.
Detailed Cluster Table
The Detailed Cluster Table provides a cluster-level analysis of similar incidents identified during the latest Landscape Intelligence Pipeline execution. Each row represents an incident cluster and displays operational metrics that help administrators evaluate incident trends, workgroup ownership, routing consistency, and resolution performance.
Note
By default, clusters with higher operational risk are displayed at the top of the table.
Views Available in the Detailed Cluster Table
The Detailed Cluster Table provides multiple views to analyze incident clustering from different perspectives. Select a view to focus on the required analysis.
Cluster View
Workgroup View
Cluster view
The Cluster View displays incident clusters with cluster-specific metrics, helping identify recurring incident themes and their characteristics.
Figure: Detailed cluster table
The following table describes the metrics displayed for each incident cluster in the Detailed Cluster Table:
Field | Description |
|---|---|
Cluster Title | Displays the name of the incident cluster along with a brief summary of the common issue represented by the clustered incidents. |
Top Keywords | Displays the most frequently occurring keywords extracted from the incidents in the cluster. These keywords help identify the primary issue or recurring pattern. |
Incidents | Displays the total number of incidents included in the cluster. |
Avg Resolution Time | Displays the average time required to resolve the incidents within the cluster. |
Workgroup Spread | Displays the distribution of incidents across different workgroups. A wider spread indicates that multiple workgroups handled incidents within the same cluster. |
Primary Owner | Displays the workgroup that handled the highest percentage of incidents in the cluster. |
RCS% (Routing Consistency Score) | Displays the routing consistency score for the cluster, indicating how consistently similar incidents were assigned to the same workgroup. A higher percentage represents more consistent routing. |
SLA Breach % | Displays the percentage of incidents in the cluster that exceeded the configured SLA targets. This metric helps identify clusters with recurring SLA compliance issues. |
Trend | Indicates the current trend for the cluster, such as whether it is a new, recurring, increasing, or decreasing incident pattern. |
Risk Band | Displays the risk classification assigned to the cluster based on operational metrics such as routing consistency, SLA performance, and business impact. This helps prioritize clusters that require attention. |
Information | Displays additional details about the selected cluster, including supporting analysis and operational insights. |
View Workgroup spread
The Workgroup Distribution dialog provides a visual breakdown of the workgroups that contribute to the selected incident cluster. The donut chart displays the percentage of incidents handled by each workgroup, while the legend identifies each workgroup using a corresponding color.
This view helps Service Desk Managers quickly understand ownership distribution for a cluster and identify the workgroups with the highest contribution
Figure: Workgroup distribution - donut chart
Note
Each segment in the donut chart represents a workgroup's share of incidents for the selected cluster.
Filter Clusters
Use the Filter Clusters option to display only the clusters that match a specific condition. Filtering helps you focus on clusters that require attention without reviewing the entire list.
The following table describes the available cluster filters and their purpose.
Filter | |
|---|---|
All clusters | Displays all identified incident clusters. |
High risk only | Displays clusters that are classified as high risk based on the latest analysis. |
SLA breached | Displays clusters that contain incidents with breached service level agreements (SLAs). |
Low routing consistency | Displays clusters with inconsistent incident routing, indicating that similar incidents are assigned to multiple workgroups. |
New clusters | Displays clusters that were identified for the first time during the latest Landscape Intelligence pipeline execution. |
Workgroup view
The Workgroup View provides a heatmap that visualizes incident ownership across workgroups and incident clusters. Each row represents a workgroup, and each column represents an incident cluster. The color intensity of each cell indicates the percentage of incidents owned by a workgroup for a specific cluster.
Use the Workgroup View to analyze incident ownership across workgroups, identify ownership concentration within clusters, and detect workload imbalances to improve incident routing.
Figure: Workgroup view
Each cell shows the percentage of incidents owned by a workgroup for a specific incident cluster. The color intensity indicates the ownership level, ranging from Low to High.
Click 
to view a summary of the filters and sorting currently applied to the Detailed Cluster Table. Use this panel to quickly verify the active view without reopening the filter options.
Note
The Current State panel is read-only and updates automatically whenever the selected department, filter, or sorting option changes.
Pipeline Execution Details
The footer displays information about the latest Landscape Intelligence Pipeline execution.
Field | Description |
|---|---|
LAST RUN TIME | Displays the date and time when the Landscape Intelligence Pipeline was last executed successfully. |
LAST RUN ID | Displays the unique identifier of the latest completed pipeline execution. This identifier can be used to reference or reload a specific analysis run. |
CLOSED INCIDENTS | Specifies the number of closed incidents included in the latest Landscape Intelligence analysis. |
MIN CLUTER SIZE | Defines the minimum number of similar incidents required to form an incident cluster. |
MIN CANDIDATE SIZE | Defines the minimum number of similar incidents required to qualify as a candidate for Problem Record detection |
WEEKLY LI | Configures the schedule for the weekly Landscape Intelligence analysis that generates incident clusters. |
PR DETECTION | Configures the schedule for the Problem Record Detection job that identifies recurring incident patterns and recommends Problem Records. |