Service Analytics dashboard fields

The service analytics dashboard fields are listed below and recommendations for using each of them are provided.

Service Provider

The service provider is specified in the Service Provider field.

SLA targets

The SLA Targets field indicates whether SLA targets have been violated or met in the current month.

Risk level

Field Risk Level displays the current risk level: none, low, medium or high.

KPI – for the last 12 months

Availability

The Availability metric displays the percentage of time during the month when the service was available for use.

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

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

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

Satisfaction with support

This metrica displays as a percentage the number of requests that received positive feedback during the previous and current months.

Satisfied

The Satisfied link displays positive feedback. The date when the reaction was left is taken into account.

Unsatisfied

The Unsatisfied link displays negative feedback. The date when the reaction was left is taken into account.

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

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.

Cost

Cost

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.