Service Analytics dashboard fields
The service analytics dashboard fields are listed below and recommendations for using each of them are provided.
Service Provider
Section titled “Service Provider”The service provider is specified in the Service Provider field.
SLA targets
Section titled “SLA targets”The SLA Targets field indicates whether SLA targets have been violated or met in the current month.
Risk level
Section titled “Risk level”Field Risk Level displays the current risk level: none, low, medium or high.
KPI – for the last 12 months
Section titled “KPI – for the last 12 months”Availability
Section titled “Availability”The Availability metric displays the percentage of time during the month when the service was available for use.
Reliability
Section titled “Reliability”The Reliability metric displays the number of times when the service has become unavailable to persons covered by the relevant SLA.
Reaction time within the target range
Section titled “Reaction time within the target range”The Reaction time within target metric displays the fulfillment of reaction time targets for affected SLAs in the specified month. The percentage is calculated by dividing the number of SLAs with the completed reaction time targets by the total number of SLAs.
Solution Time within Target
Section titled “Solution Time within Target”The Solution Time within Target metric displays the fulfillment of the solution time targets for affected SLAs in the specified month. The percentage is calculated by dividing the number of SLAs with completed solution time targets by the total number of SLAs. The last 12 months are included. The last enabled month is the current one.
Satisfaction with support
Section titled “Satisfaction with support”Satisfaction with support
Section titled “Satisfaction with support”This metrica displays as a percentage the number of requests that received positive feedback during the previous and current months.
Satisfied
Section titled “Satisfied”The Satisfied link displays positive feedback. The date when the reaction was left is taken into account.
Unsatisfied
Section titled “Unsatisfied”The Unsatisfied link displays negative feedback. The date when the reaction was left is taken into account.
Response Rate
Section titled “Response Rate”The Response Rate link displays the percentage of support solutions that received feedback. The date when the reaction was left is taken into account.
User Experience
Section titled “User Experience”User Experience
Section titled “User Experience”The user experience rating is calculated over the last 12 months based on the average score of survey responses. The current month includes the feedback received today.
The graph shows the cost of providing the service. Expenses related to invoices are highlighted in dark blue, and labor costs are highlighted in blue. The last 13 months are taken into account, where the last month is the current month.