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).

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 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:

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 Requests

Figure: Module Data

Evaluation Tasks

Eval Tasks: 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 Requests

Click VIP Requests 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

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

• 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. 

Gamification

• My Score: Displays your score. Click the My Score tile to view the Score summary.

• Badges: Displays the Badges you have earned. Click the Badges tile to view the Badges summary. 

Rank

• By Tenant: Displays your Rank by Tenant. Click the By Tenant tile to view the Rank summary.

• By Workshop: Displays your Rank by Tenant. Click the By Workshop tile to view the Rank summary.

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.