Analyst Dashboard
- 10 Sep 2025
- 10 Minutes to read
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Analyst Dashboard
- Updated on 10 Sep 2025
- 10 Minutes to read
- Print
- PDF
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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).
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
Figure: Analyst Dashboard
The data on the Dashboard, is displayed based on the option selected below:
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.
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 |
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. |
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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.
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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
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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.
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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.
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Unassigned | Displays the count of Incidents/ Requests / Work Orders/Change Records/ Problem Records for which the Analyst is not assigned.
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. Click on the settings icon and select the time between 1 and 5. By default, this is set to 5 Minutes.
Figure: Apply Filters
As shown in the screenshot above, SLA has already been breached for one out of five incidents.
As shown in the screenshot above, SLA is going to breach for three out of five incidents in next 24 hours.
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
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.
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.
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.
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.
Figure: Major Incidents
Insights
It provide a useful insight for a dashboard with Tenant Rank and Workgroup Rank.
Figure: Insights
My Score
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
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
The Gamification and Rank sections are available only if the Gamification plug-in is available in your Apex application. For more information, refer Gamification in Service Management.
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
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.
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.
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.
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
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.
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.
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.
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
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.
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.
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.
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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
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:
Navigate to Problem Record module.
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.
Figure: Problem Record List
On the top panel, you can View the Records.
Default View: Displays records using the system default filter.
Custom Views: Customize filters and save them as new views for future use.
Use the Filter section to refine records based on various criteria. Select Filter, Operator, and Values.
Click + symbol to add the Condition.
Click delete symbol to delete the Condition.
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.
Figure: Problem Record List
My Score
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.
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