Enhance incident resolution and customer satisfaction with data-driven insights. This
dashboard delivers key metrics on incident volume, resolution times, and SLA breaches. Incident
Managers can proactively identify process inefficiencies, address service rep skill gaps, and
improve overall service delivery.
Required Editions
| Available in: Lightning Experience |
| Available in: Unlimited and Developer Editions with Agentforce IT
Service and Data 360 |
- Incident Manager Overall Analysis Dashboard for IT Services
Review and analyze key incident metrics to understand the overall health of your incident management process. Use this dashboard to monitor incident volume, mean time to resolve (MTTR), SLA breach percentage, and CSAT scores to identify trends and potential bottleneck.
- Incident Manager Team Performance Dashboard for IT Services
Evaluate your team's performance in resolving customer cases effectively and maintaining program engagement. Use this dashbaord to see how incidents are shared among team members and across different groups and priorities.
